The link is pinned to a practitioner or location. If a link was created with a specific practitioner or location chosen, patients only see that one in the dropdown.
The location has no availability yet. A location only appears on the booking link once EMIS has slots there. New locations come through from EMIS automatically within two hours, as long as they're linked to their EMIS site.
The slot type isn't syncing. See Why isn't my EMIS slot type showing in Hero?
The patient is from another practice. For cross-organisation booking, your practice keeps a list of practices (by ODS code) allowed to book, either for all appointment types or set on each appointment type. Patients from practices not on the list see "This service is unavailable".
An old link is on your website. Older location page addresses may no longer work. Use the short booking link (the one that looks like /s/abc123).
The link's appointment types were changed. Changing the types on an existing link may not take effect, and you may need to create a new link.
Open the link from Booking links and check which appointment type, location and practitioner it uses.
Check the location exists in Hero and is linked to its EMIS site (see How do new sites and practitioners come through from EMIS?).
Check EMIS has free slots of the right slot type in the next 90 days.
If a patient from another practice can't book, check cross-org online booking is switched on in your practice settings and their practice's ODS code is on the allowed list. You can allow codes for all appointment types or set them per appointment type. This option only shows for practices that use NHS login. See Cross-org self-booking links.
Make sure your website uses the short /s/... link.
If you changed the link's settings, try creating a fresh link.
If no slots show anywhere, check your EMIS connection (see Reconnecting EMIS).
Slots exist in EMIS, the link looks right, and nothing shows after a few minutes.
A practitioner exists in EMIS but you can't find them in Hero.
Send us the booking link, the date you expected slots, and a screenshot.
How do new sites and practitioners come through from EMIS?
