Short answers to the questions we hear most. Deeper how-tos are linked throughout, and support is a click away at the bottom.
Have them check spam / promotions first, and confirm the email address was typed correctly. At a pay-online venue the confirmation only arrives after payment goes through — an unfinished payment means no confirmation yet. They can always pull the booking up themselves via Manage your bookings, or you can find it on the Reservations screen.
Someone else grabbed that slot (or a bay is held mid-checkout) between when the page loaded and when the booking was submitted. The page refreshes the times and the customer just picks another. roomZy holds a slot for about 10 minutes while a guest is in checkout, so this is the system stopping a double-booking — working as intended.
Not a numbered bay — roomZy assigns the first free one so every open time is bookable and you don't get awkward gaps. Venues with more than one kind of bay (a VIP room, a premium bay) let the guest pick a type; roomZy still assigns the actual bay. See Pricing & bay types.
No. On a connected Stripe account the venue is the merchant, funds go to the venue's own balance, and roomZy takes no fee — your only cost is Stripe's normal processing fee. See Setting up payments.
At venues with smart locks, either each booking gets its own code (in the confirmation email) or the door unlocks on its own for the booking window — the venue chooses. Details: Your confirmation & door code and Connecting your door lock.
That's expected — roomZy always shows the venue's time zone, so a booking reads the same whether you're at the desk or on a phone in another city.
Hard-refresh it (Ctrl/Cmd + Shift + R) — full steps in The page looks wrong or won't load.
Start it by hand from the Facility screen, then work through A booking didn't start the bay.