Why does my providers' (tutors, consultants, coaches, advisors) availability not appear for students?
Problem: Students are unable to see a provider's availability on the platform.
Answer: This may be due to several reasons:
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Providers are fully booked for the week
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Providers haven’t updated their availability in the scheduling platform
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"Unavailable times" have been set for the community by the admin
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The student is in the wrong community (a community where the provider is not eligible)
Why do some available times appear crossed out on the unified calendar when the provider has no appointment scheduled?
Crossed-out times on the unified calendar do not indicate that a provider has an appointment. Instead, these times are unavailable for booking due to one of the following reasons:
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Booking lead time rules: Sessions can only be booked within the allowed lead time set in Settings > Sessions > Student session booking lead time rules
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Provider unavailability: The provider has manually marked themselves as unavailable at that time
How can I confirm a provider's scheduled appointments?
To verify actual bookings, refer to the Admin Panel in Penji:
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Sessions tab: Provides a list of all scheduled sessions
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Calendar tab: Displays a visual overview of confirmed appointments
Why are some of my providers being double-booked?
Problem: Providers are scheduled with overlapping appointments
Answer:
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The Penji system prevents double bookings within a single community. However, if a tutor is in multiple communities, conflicts may occur
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Ensure calendar conflict checking is enabled
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Avoid updating availability after appointments are booked
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Contact Penji Support if the issue persists
The provider's sessions are missing from Google or Outlook Calendar
Problem: Sessions do not appear in Google or Outlook Calendar as expected
Solution: Refer to the FAQ article on calendar syncing. Contact support if issues persist.
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