Troubleshooting

Booking widget shows no experiences

• Confirm at least one Experience Blueprint is published — drafts never appear on the storefront
• Enable the Hollow Reserve theme app extension in Online Store → Themes → Customize
• Save the theme after adding the booking block or app embed
• Preview the same page where you placed the widget, not only the theme defaults

Test booking does not appear on Calendar

• Allow a minute for the app proxy response after booking on the storefront
• Refresh Calendar or reopen Hollow Reserve from Shopify Admin
• Confirm billing is active — paused subscriptions may block new instance creation
• Check that staff and availability rules cover the slot you attempted to book

Command Center failed to load

• Reopen Hollow Reserve from Shopify Admin so the embedded session is fresh
• Confirm database migrations are applied on your deployment environment
• Check that billing and OAuth are still valid for the store

Booking health shows a widget issue

• Publish a blueprint and set a storefront default under Blueprints
• Open the theme editor from Blueprints or Settings and confirm the booking block is saved
• Place a test booking on the storefront and refresh Command Center

Upgrade required on a feature

Consultation intake, deposits via Shopify checkout, SMS reminders, waitlist, and experience analytics require Professional ($59/month). Memberships, session packages, rebooking automation, Customer Accounts extension, POS check-in, and Shopify Flow require Studio ($99/month). Starter includes one published blueprint and up to three staff.

Cannot publish another blueprint

Starter allows one published blueprint at a time. Archive or unpublish an existing journey, or upgrade to Professional for up to five blueprints (Studio is unlimited). Staff limits follow the same pattern — three on Starter, ten on Professional, unlimited on Studio.

Deposit checkout fails

• Confirm you are on Professional or Studio and the commerce stage is enabled on the blueprint
• Verify the linked Shopify product or variant is active and available on Online Store
• Test with a small deposit amount before relying on production checkout
• Check Shopify Admin → Orders for a failed payment record before re-attempting

SMS reminders not sending

SMS requires Professional or Studio and a valid phone number captured during booking or intake. Review notification settings in Hollow Reserve Settings and confirm your Shopify customer privacy settings allow transactional messaging in your region.

Klaviyo events not appearing

• Confirm Professional or Studio — Klaviyo journey sync requires the waitlist entitlement
• Save a Klaviyo private API key in Settings and enable Sync Hollow Reserve journey events to Klaviyo
• Use a real client email on test bookings — events attach to Klaviyo profiles by email
• When deposits are required, expect Deposit Paid instead of Appointment Booked at booking time
• Allow up to a minute for the event to appear on the profile in Klaviyo Analytics

Connect Klaviyo

Engine or Sentinel cards missing

Ecosystem cards appear when Arcanum Engine or Hollow Sentinel is installed on the same store, or when Reserve detects they are not installed and shows an upsell link. Each app bills separately unless you subscribe to an Arcanum bundle.

Booking widget

Plans and limits

FAQ