# 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.

Source: https://ezdzskydive.com/docs/troubleshooting · Last updated: 2026-11-03 · Audience: DZ admins and staff · Support: door@ezdz.xyz

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](https://ezdzskydive.com/docs/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** |

## Email

| 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](https://ezdzskydive.com/docs/account-and-access#complete-your-profile) |
| 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](https://ezdzskydive.com/docs/uspa-verification).