Feature Summary: When a member can't book a court from the member portal or mobile app, the cause is usually their membership, a setting on their membership type, or a court or club setting. This article walks through each common cause, what the member sees, and where to fix it.

Use Cases:

Most booking problems show up in one of two ways:

The member portal and mobile app follow the same booking rules, so the same fixes apply to both.

A member needs a current, active membership to book. The system uses it to apply the right pricing, booking window, and restrictions. Before checking any other settings, open the member's profile. The membership status appears next to the membership name at the top of the profile, and the details are on the Membership tab. Confirm the status is Active, not canceled, suspended, or expired.

Note: This applies to system users too. If you test booking from the member portal, the system checks your own member account and membership. System users don't bypass any booking rules in the member portal.

How a membership problem looks to the member depends on its status.

To fix it, give the member an active membership, lift the suspension, or resolve the past-due payment. System users suspend a membership with Suspend Membership on the member’s Membership tab, so check there first if a member suddenly can’t book.

Note: When a system user clicks Cancel Membership on the member’s Membership tab, they choose a Cancels on date. The member can still book until that date. After it passes, the member is treated as having no membership.

To see when a membership was canceled and when it ends, open the member’s profile and check the Audit Log. Look for an entry with Cancel in the Action Type column and Membership in the Entity Type column. The Description shows the Canceled On and Ending On dates, and Action By shows who canceled it.

Note: If the system canceled the membership automatically for non-payment, the Action By column in the Audit Log is blank and the Description includes “Auto-cancelled due to lack of payment.” If there’s no entry at all, the membership may be Expired because a payment is past due. This status changes automatically and isn’t recorded in the Audit Log, so check the member’s balance and payment history instead.

A suspended membership shows a Suspended status next to the membership name at the top of the member’s profile.

When a membership is suspended, the member sees a Suspended status on the member portal and in the mobile app:

The status changes back to Active.

Note: After you fix a membership, it can take up to 15 minutes for the member to be able to book.

An ended or canceled membership doesn’t block booking if the member has another active membership. If a member has an individual and a family membership, the individual membership’s settings apply.

If the member's membership is active but they can't find a way to book, check their membership type's reservation rules.

If Allow Members to Book Courts Online is unchecked, members with that membership type can see the scheduler but have no Reserve buttons. No message explains why.

Note: To check this setting for every membership type at once, navigate to Settings > Booking Settings and click the General tab. Each membership type has its own column.

If Hide Courts Scheduler is on for a membership type, the scheduler is removed from the menu. If the member opens the scheduler link directly, they're sent to the member portal home page with no message.

To show the scheduler, navigate to Settings > Booking Settings, click the General tab, and uncheck Hide Courts Scheduler for the membership type.

Note: Hide Courts Scheduler can't be turned on while Allow Members to Book Courts Online is checked.

If your club uses custom schedulers, each one has its own visibility settings. If a scheduler is missing for some or all members, check its settings.

Each membership type controls which court types, reservation types, and resources its members can book. These are set on the Bookable Items tab in Settings > Booking Settings.

To fix it, navigate to Settings > Booking Settings, open the Bookable Items tab and allow the court type, reservation type, or resource.

A reservation type also needs Can Be Booked on Member Portal checked to appear for members, even if the membership type allows it.

Note: The Edit Reservation Type window also holds the duration, prime time, and player limits that appear in Reservation Limit Messages below.

Courts with Is Visible on Member Portal? unchecked, or Disabled checked, don't appear on the member portal scheduler.

If your club uses custom schedulers, also check that the court has been added to the scheduler. Only the courts and court types selected in the Edit Custom Scheduler window appear on that scheduler.

Timing rules usually show an error after the member clicks a slot, rather than hiding the slot.

Note: Days in Advance to Show Courts Availability only controls how far ahead the scheduler shows dates. If it's set further out than Time in Advance a Court can be Booked, members can see dates they can't book yet.

Note: If Bypass Restrictions if Time is X Hours Out is set, reservation limits don't apply to last-minute bookings. The booking window and buffer still apply.

If a member sends you an error message, find it below. Messages may use your club's own terms for courts, members, or resources.

These come from limits on the Restrictions tab in Settings > Booking Settings, or from the reservation type's settings.

Note: If a member's family shares limits, the message shows the family name followed by "(family)."

If no members can reach the member portal at all, it may be turned off. Members see a page instead of the portal:

If your club uses seasonal pricing, the member portal setting may be locked. Contact the CourtReserve customer support team to turn it back on.

Why can't I book when I test from the member portal?

The member portal checks your own member account. If your membership is canceled, suspended, expired, or missing, you can't book there, even as a system user. Check your own membership first.

I fixed the member's membership. Why can't they book yet?

It can take up to 15 minutes for membership changes to apply to booking. Ask the member to wait a few minutes and try again.

Why can a member see a date on the scheduler but no book it?

The scheduler can show dates further out than members are allowed to book. Compare Days in Advance to Show Courts Availability with Time in Advance a Court can be Booked on the membership type.

Does an unpaid account balance stop a member from booking?

Not directly. A past-due payment only blocks booking if it causes the membership to expire or be put on hold.

Does booking work differently in the mobile app?

The mobile app uses the same booking settings as the member portal. If a member can't book in the app, check the settings in this article, and ask the member to update the app to the latest version.