# Common reservation issues — troubleshooting

A quick reference for the most common problems you might encounter with Oddle Reserve.

***

## Push notifications are not arriving

**Cause:** The Host App hasn't been added to the home screen, browser permissions are blocked, or iOS version is too old.

**Fix:**

1. Make sure the Host App is installed to your home screen — push notifications don't work from a regular browser tab.
2. On iPad with iOS 16.5–16.x, go to **iPad Settings > Safari > Advanced > Experimental Features** and check that **Push API** is toggled on.
3. Check that your browser hasn't blocked notifications. On iOS, go to **Settings > \[Your App]** and confirm notifications are allowed. On Android, check **Settings > Apps > Chrome > Notifications**.
4. In the Host App, go to **Settings > Notifications** and confirm **Push Notifications** is toggled on.
5. Check that Do Not Disturb mode is off on your device.
6. If you're on iPad, ensure your iOS version is 16.5 or above — push notifications are not supported on older versions.
7. Send yourself a test notification from the Host App notification settings to verify the setup.

***

## Reservation confirmation emails are not reaching guests

**Cause:** Email notifications are disabled, or the guest's email address was entered incorrectly.

**Fix:**

1. In the Host App, go to **Settings > Notifications** and confirm that **Email** is toggled on under **Customer Notifications**.
2. Open the reservation and verify the guest's email address is correct.
3. Ask the guest to check their spam or junk folder.
4. If SMS is available in your market, consider enabling it as a backup channel.

***

## A guest's payment link has expired before they paid

**Cause:** The validity period set when creating the reservation has elapsed without the guest completing payment.

**Fix:**

1. Go to the **Expired** tab in the Host App — the reservation will appear there.
2. The original reservation cannot be reactivated. Ask the guest to call again so you can create a new reservation.
3. When creating the new reservation, consider extending the validity period to give the guest more time, or take payment over the phone using the Manual Payment option.

***

## A pending manual payment reservation expired

**Cause:** The reservation was set to Pending status but the payment status was never updated to Booked before the expiry time.

**Fix:**

1. Find the reservation in the **Expired** tab.
2. Create a new reservation for the guest.
3. When taking manual payments in future, update the reservation status to Booked as soon as payment is received — don't leave it in Pending.

{% hint style="info" %}
Set a short expiry window for manual payment reservations so that slots aren't held for long periods without confirmed payment.
{% endhint %}

***

## A reservation is showing the wrong table or time

**Cause:** The reservation was created or modified incorrectly, or a walk-in was placed on the wrong table in Timeline View.

**Fix:**

1. Open the reservation and click **Edit**.
2. Update the table assignment or time as needed and save.
3. If the change affects a guest who has already received a confirmation, re-send their confirmation from the reservation detail screen so they have the correct information.

***

## A guest says they didn't receive an SMS reminder

**Cause:** SMS notifications are not enabled, or the guest's mobile number is missing or incorrect.

**Fix:**

1. In the Host App, go to **Settings > Notifications** and confirm **SMS** is toggled on under **Customer Notifications**.
2. Open the reservation and check that the guest's mobile number is entered correctly, including the country code.
3. Note that SMS charges may apply — confirm with your account manager that SMS is active for your account.

***

## The Host App is not loading or showing a blank screen

**Cause:** A browser cache issue, outdated session, or connectivity problem.

**Fix:**

1. Check your internet connection.
2. Force-refresh the page (hold Shift and click Refresh in the browser, or close and reopen the installed app).
3. Clear your browser cache and cookies, then log in again at [host.oddle.me](https://host.oddle.me).
4. Try a different browser or device to isolate whether the issue is device-specific.
5. If the problem persists, contact Oddle support at <support@oddle.me>.

***

## Reservations are not appearing in Timeline View

**Cause:** A date filter is set to a different day, or a status filter is hiding certain reservations.

**Fix:**

1. Check that the date displayed at the top of Timeline View matches the date you're looking for.
2. Review any active status filters — cancelled or pending reservations may be filtered out. Clear filters to show all reservations.
3. Use the search bar to look up the guest by name, mobile number, or email to confirm the reservation exists.


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