---
title: "Common problems"
description: "What to do when there are no slots, when someone else changed an appointment while you were editing it, when you don't see a button or when a patient didn't get their notice."
---

> Documentation Index
> Fetch the complete documentation index at: https://docs.getarbol.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Common problems

These are the problems that come up most in Agenda, with what the screen says and what to do.

## No slots

**Agendar says «No hay cupos hasta el…» (no slots until…).** Agenda searched as far ahead as that service can be booked and found no free times. Below, it explains why and what to do:

- **Las agendas de este servicio no tienen horarios futuros cargados** (this service's agendas have no future hours loaded): nobody has entered the professional's hours, or they ran out. Someone with **Administración** must load them (see [Set up hours, special days and absences](/en/agenda/setup/schedules/)).
- **Este servicio aún no tiene una agenda activa asociada** (this service has no active agenda yet): nobody provides that service, or its agenda is archived (see [Create and set up services](/en/agenda/setup/services/)).
- **El horario del servicio no coincide con el horario de…** (the service's hours don't match…), **una ausencia o bloqueo afecta la cita** (an absence or block affects the appointment) or **Este servicio tiene un cierre** (this service has a closure): that day the professional doesn't provide that service.
- **Hay un horario publicado el…** (there are hours published on…): there are hours further ahead. Click **Buscar desde el…** (search from…) to see them.

Meanwhile, try another professional, change the date in **Desde**, or add the patient to the [waiting list](/en/agenda/waitlist/). If the time you need is full and the professional agrees, you can [add an overbooking](/en/agenda/book-an-appointment/).

**When you click the agenda it says «Nada disponible a las…» (nothing available at…).** That time is taken or outside the hours. Pick another time that day, look for the service in the list, or add an overbooking.

**It says «Ya no quedan cupos este día» (no slots left this day).** Agenda shows the **Próximos cupos** (next slots) with that professional: pick one, or change the **Día**.

**It says «Ese horario es de otro servicio. Elige un horario del mismo servicio» (that time belongs to another service).** The slot you picked belongs to another service on that agenda. Pick the service again and one of its slots.

**It says «Esa duración ya no está permitida. Elige otra de la lista» (that length is no longer allowed)** or **«Tu organización ya no permite cambiar la duración al agendar» (your organization no longer allows changing the length when booking)**. Someone changed the service's lengths while you were booking. Pick one that **Agendar** offers, or go back to the service's length.

**It says «Este estudio tiene un límite de cupos y no admite sobrecupos» (this study has a slot limit and doesn't accept overbookings).** That long study's room or equipment has a fixed number of slots. Pick an available time.

## Someone else changed something in the meantime

Several people work on the same agenda at the same time. Agenda doesn't hold a slot while you type and doesn't let one change overwrite another: whoever saves first gets the slot or the change, and Agenda warns whoever saves after.

**It says «Ese horario ya no está disponible. Elige otro horario» (that time is no longer available).** Someone else booked that slot while you were typing the patient's details. In **Agendar**, Agenda searches again and shows the free slots, without clearing the patient's details. Pick another one and confirm.

**It says «Este servicio ya tiene a esa hora todas las citas que puede atender a la vez» (this service already has as many appointments as it can take at that time).** The service's capacity at that time is full. Pick another time.

**It says «La disponibilidad o el registro cambió. Actualiza y vuelve a intentarlo» (availability or the record changed; refresh and try again).** Someone changed the appointment, the patient or the waiting list entry while you had it open. Close the panel or window, open it again, check what changed and make your change again.

**It says «El registro ya no está disponible. Actualiza la agenda» (the record is no longer available).** That record was removed or moved. Reload the page.

The agenda updates by itself when someone else books, moves or cancels an appointment; there's no need to reload it. If you lost your internet connection for a while, reload the page.

## You don't see a button or a page

**You don't see Agendar, Reprogramar or the status buttons.** Your role is **Consulta**, which is view only. An appointment's panel says so: **Solo lectura**. Ask someone with **Administración** for the role you need (see [Who can do what](/en/agenda/roles/)).

**It says «No tienes acceso a esta página» (you don't have access to this page).** The page is for another role. The screen says what yours is and who can give you another. Click **Ir a la agenda** (go to the agenda) to go back.

**You don't see Lista de espera, Reportes or the Archivos tab.** Your organization doesn't have them turned on. Someone with **Administración** turns them on in **Configuración** › **Institución y funciones**.

**Your role was changed and nothing looks different.** Sign out and back in: the new role takes effect when you sign in.

**It says «No tienes permiso para esta acción en la organización actual» (you don't have permission for this in the current organization).** If you work with several organizations, check you're in the right one: its name is at the top of the menu. Click it and choose **Cambiar de organización** (switch organization).

## The agenda looks wrong

**Appointment times look shifted.** Click your account button at the bottom of the menu and check the **Zona horaria** (time zone).

**You don't see a professional.** They may be hidden in **Vista** (**Ajustes de la agenda**), filtered out with the buttons at the top, or at another site. Click **Todos** and check the site.

**You don't see cancelled appointments.** Click **Ver canceladas**.

**It says «Prepara tu agenda» or «Configura tus servicios» (set up your agenda, set up your services).** There are no professionals, hours or services ready yet. Someone with **Administración** sets them up (see [Set up Agenda](/en/agenda/setup/)).

**It says «No pudimos cargar los servicios y profesionales» (we couldn't load the services and professionals).** Click **Reintentar** (retry). If it keeps happening, reload the page.

## Patients

**It says «Ya existe un paciente con ese documento» (a patient with that document already exists).** That patient is already registered. Find them and use their record; don't create a duplicate.

**The patient doesn't show up in search.** They may be archived: in **Pacientes**, click **Archivados**.

**It says «Revisa los campos requeridos para agendar esta cita» (check the fields required to book this appointment).** A field your organization requires is missing; it's marked **\***.

**It says «Revisa el tipo de documento y los campos del paciente» (check the document type and the patient's fields).** The document type is missing or a patient field isn't in the expected format. Check the fields marked in red.

**It says «El teléfono solo puede tener números, espacios, guiones y +» (the phone can only have digits, spaces, hyphens and +).** Remove letters, brackets or dots. Write the country code with **+**, for example +57.

**It says «Revisa el correo: debe verse como nombre@dominio.com» (check the email: it should look like name@domain.com).** Fix the email, or leave it empty if it isn't required.

**Agenda recognized the wrong patient.** If **Paciente registrado** (registered patient) appears with someone else when you type the document, click the **X** on that notice (**No es este paciente**, not this patient) and enter the right details. If the document belongs to someone else, check it with the patient.

**It says «Solo se guardan PDF e imágenes (JPG, PNG, WEBP o HEIC)» (only PDFs and images are kept).** Save the file as a PDF or take a photo of it.

**It says «La cita se guardó, pero no se adjuntó… Súbelo desde la cita» (the appointment was saved but the file wasn't attached; upload it from the appointment).** The appointment is booked; the file isn't. Open the appointment and upload it under **Documentos**.

## Notices to the patient

**The patient says they didn't get the notice.** Open the appointment and look at **Avisos y recordatorios**. Each notice has a status: **Programado** (scheduled, not sent yet), **Enviando** (sending), **Aceptado** (accepted: it went out, but that doesn't confirm it arrived), **Rechazado** (rejected: for example, a phone number without its country code), **Por revisar** (to review: it isn't known whether it went out, and Agenda doesn't resend it so it isn't duplicated) or **No se envió** (not sent: the appointment changed or your organization turned it off). Check that the appointment has their phone with its country code and their email, and remind them yourself with **Recordar por WhatsApp**. More in [Reminders and confirmations](/en/agenda/reminders/).

**When cancelling it says «Avísale al paciente: no recibe ningún aviso automático» (tell the patient: they get no automatic notice).** Your organization doesn't have the cancellation notice turned on, or the appointment doesn't have the patient's email. Call or message them.

## Settings and team

**You can't find a setting.** In **Configuración**, use the search box at the top («Buscar: recordatorio, EPS, festivo…», search: reminder, insurer, holiday…).

**It says «Mensajes y recordatorios está apagado. Enciéndelo en Configuración → Institución y funciones» (messages and reminders is off; turn it on in settings).** Someone with **Administración** must turn that function on before setting up the messages.

**It says «Escribe al menos un correo para enviar la agenda» (enter at least one email to send the agenda).** When sending the daily agenda as a PDF, enter at least one recipient.

**It says «No puedes quitarte tu propio acceso de Administración» (you can't remove your own Administración access).** So the institution is never left without an administrator, ask another person with **Administración** to change your role.

**It says «Ese rol todavía no existe. Pide al equipo de Arbol que lo cree» (that role doesn't exist yet; ask the Arbol team to create it).** Write to the Arbol team with the role you need.

**It says «Contactabilidad no autorizó a la agenda…» or «Contactabilidad no respondió…» (Contactabilidad didn't authorize or didn't respond).** The connection with Arbol's WhatsApp and calls isn't enabled for your institution, or didn't respond. Wait a few minutes; if it keeps happening, tell the Arbol team.

## Your session

**It says «Tu sesión venció. Vuelve a iniciar sesión» (your session expired; sign in again).** Sign in again with your Arbol account. Anything you didn't save may be lost.

**It says «Hay muchas solicitudes. Espera un momento e inténtalo de nuevo» (too many requests; wait a moment and try again).** Wait a few seconds and do what you were doing again.

**«Hay una versión nueva de Calendar» (there's a new version) appears with the Actualizar button.** There's a new version of Agenda. Save what you're writing and click **Actualizar** (update): the page reloads. If you have something unsaved, the browser asks first.

If a problem keeps happening, note what you were doing, the time and what the screen says, and tell whoever manages Agenda at your organization.

Source: https://docs.getarbol.com/en/agenda/troubleshooting/index.mdx