For DZ admins & staff4 min readUpdated
Troubleshooting
Symptom-to-fix tables for the most common EZDZ problems: booking page, payments, Stripe, email, access and roles, schedule, and USPA, with where to look first.
Find the symptom, try the fix, and email door@ezdz.xyz if it's still stuck. Include your dropzone name and a screenshot.
Booking page
| Symptom | Likely cause | Fix |
|---|---|---|
| Customers see no booking page | Status isn't Active | General Settings → Status: Active, then Save Configuration |
| Booking page shows no times | No active schedule rows, or the day is blocked | Check Schedule & Availability and Active Overrides |
| Times are wrong or shifted | Wrong timezone | Settings → Dropzone Settings → Timezone |
| Times appear twice | Overlapping active schedule rows | Make sure rows on the same day don't overlap |
| A package is missing at a time | The package has Restrict to specific times | Edit the package's From and Until |
| Old package still shows | Renaming created a new package | Remove or deactivate the old one |
| Embed shows nothing on my site | Page not Active, or the code was changed | Re-copy the code from Preview & Embed |
Payments and Stripe
| Symptom | Likely cause | Fix |
|---|---|---|
| "Online payment is not available" for customers | Stripe not connected or not verified | Payment Settings: both tiles should read Enabled |
| Payments or Payouts say Pending verification | Stripe needs more information | Click Resume Onboarding and finish the form |
| Can't find a booking a customer made | Hidden by the default filter | Tick Show unpaid |
| Booking shows FAILED | The card was declined | Check the reason in your Stripe Dashboard. See Checking payments |
| Deposit paid but booking says PENDING | Balance still owed | Normal. Use Charge Balance |
| Charge Balance says no saved payment method | Customer has no card on file | Use card entry or the reader |
| Plan shows past_due | Pro billing card failed | Update Subscription Payment Method |
| Symptom | Likely cause | Fix |
|---|---|---|
| No customer emails at all | Email isn't enabled | Turn on Enable Email System and save |
| Test Connection fails | Wrong host, port, or password | Recheck details. Gmail needs an app password |
| Connection works but emails don't arrive | Spam folder or sender mismatch | Send a test to a different inbox and check spam |
| Emails look unbranded | Branding not set | Update logo and colors in General Settings |
| You don't get new-booking alerts | Notification setting | General Settings → Email me when new bookings come in |
Access and roles
| Symptom | Likely cause | Fix |
|---|---|---|
| DZ Admin isn't in the navigation | Role not set, or you haven't signed in again | Ask for your role, then sign out and back in |
| Can't see Settings tabs | DZ Staff only see Manage Staff | Ask an admin if you need more access |
| Person missing from Manage Staff | They haven't registered at your dropzone | Ask them to click Register at {Dropzone name} |
| "Register" asks for profile details | Profile incomplete | Finish it. See Account & access |
| Can't demote an admin | They are the last admin or owner | Make another admin first |
Loads and aircraft
| Symptom | Likely cause | Fix |
|---|---|---|
| Create Load is disabled | No active aircraft | Add or reactivate one in Gear/Aircraft |
| Wrong number of slots on a load | Capacity changed after the load was created | Create a new load. Capacity is copied at creation |
| Pilot missing from the list | Is Pilot isn't on | Turn it on in Manage Staff |
USPA
| Symptom | Likely cause | Fix |
|---|---|---|
| No USPA button | USPA access not enabled | Email door@ezdz.xyz |
| No record found | Name mismatch or missing number | Retry with exact name, member number, or date of birth |
| Warning keeps appearing at manifest | Status expired, unverified, or not a member | Verify or refresh the jumper, or override |
More detail: USPA verification.