In Hero, each appointment type (what patients choose, like "Blood test") is linked to one or more EMIS slot types (the slot types in your EMIS appointment book). Hero only copies free slots for slot types that are marked active for your practice. Pulling every slot type for every practice would slow things down and could show patients options they shouldn't book.
Common reasons a slot type or appointment doesn't show:
New slot type in EMIS: it isn't synced until it's switched on. It switches on by itself once you use it in a booking link, or turn on reminders or card payments for it; otherwise our support team can switch it on for you.
Slot type not active: it exists but isn't syncing. In Hero these are marked with a "Not active" badge. You'll see the badge next to the appointment type wherever you pick one, for example when creating a booking link or sending a message.
Slot type archived: in EMIS or in Hero, so it no longer syncs.
Not linked to an appointment type: the EMIS slot type isn't linked to a Hero appointment type, so patients can't book it, and appointments of that type may not come across into Hero.
Location archived in EMIS: sessions held at an archived location won't come through.
Outside the sync window: Hero syncs the next 90 days only.
Check the session exists in EMIS for that date and uses the slot type you expect.
Check the slot type and the session's location aren't archived in EMIS.
In Hero, check the appointment type is linked to the right EMIS slot type in your EMIS settings: open Settings, then Integrations, then EMIS Settings, and use the Appointment types tab. The EMIS-led availability tab on the same page shows which EMIS slot types Hero syncs.
Check the appointment type is bookable and visible to patients.
If you've just made a change, allow time for the sync: about 5 minutes for most practices, or the next morning if you haven't had any online booking in the last week (see How Hero syncs with EMIS).
You need a slot type switched on that you aren't using in a booking link, reminders or payments. Our support team can switch syncing on for you.
Everything above looks right but slots still don't appear.
Tell us your practice name, the slot type name as it appears in EMIS, a date it should show, and a screenshot if possible.
My booking link shows no slots, or a doctor or site is missing
