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What to do if a TotalPass client reports that their booking was automatically canceled

This article will help you identify why a booking sent from TotalPass to Fitune might have been automatically canceled.

Karen Miguel Hernandez Martinez avatar
Written by Karen Miguel Hernandez Martinez
Updated over a week ago

Some TotalPass clients may report that their bookings appear as automatically canceled after trying to schedule a class from the TotalPass app.
This could be caused by the Booking Window in Fitune, not due to a Fitune or TotalPass error.

⚙️ What is the Booking Window in Fitune

The Booking Window defines how far in advance studios can open or close bookings for your classes.


It includes two main components:

  • Booking Opening:
    Defines when clients can start booking a class.
    ​Example: If set to “2 days before the class,” and the class is on Monday at 10:00 a.m., bookings open on Saturday at 10:00 a.m.

  • Booking Closing:
    Defines when clients can stop booking before the class begins.
    ​Example: If set to “12 hours before,” bookings for a Monday 10:00 a.m. class close on Sunday at 10:00 p.m.

📱 How this affects TotalPass bookings

When a TotalPass client books a class outside the booking window (before it opens or after it closes):

  • The request is sent as Waiting for confirmation. ("Esperando confirmación")

  • It is then automatically marked as “Canceled” within the TotalPass app.

⚠️ Important note

Totalpass bookings made outside the configured windows within Fitune are automatically canceled in TotalPass. If this is the case, this is not a bug; it's due to the booking windows you have configured.

💡 How to check and prevent automatic cancellations

Before contacting Fitune Support, follow these steps to identify the cause of a cancellation:

  1. Check your Booking Window settings in Fitune.

    • Go to your Fitune calendar → select the class schedule where the TotalPass client was cancelled → click the Actions button → choose Edit schedule → scroll to the Booking window section.

    • Make sure the client didn’t book outside the allowed window. If they did, this isn’t a bug. If you want to make an exception for this client, you can edit the schedule's booking window and tell the client to try again.

  2. Verify if the booking was manually cancelled.

    • You can check this in the client’s profile → Bookings → that booking’s History, or under Schedule overview → Cancelled tab → Booking details.

    • If the booking shows as cancelled by the client (“contact”) or by someone from your team (“staff”), it means it was intentionally cancelled and isn’t a bug.

If none of the above applies, contact Fitune Support.

If the booking wasn’t manually cancelled and your booking window settings are correct, reach out to us so we can investigate further.

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