If your customers can't complete a purchase for a specific experience, work through these checks:
Is the date/event active? Go to the experience's Dates tab and check the state of the selected date — you can filter by "All states", "Active", "Inactive" or "Cancelled". A date that is inactive or cancelled can't be booked; use Activate on the date to make it bookable. Also check that it isn't sold out.
Are there available spots? A date with no available spots can't be booked.
Is payment set up correctly? Check that Understory Pay or Stripe is connected under Profile Menu → "Company settings" → "Payments" tab.
Are ticket types and prices created? An experience without a valid ticket type can't be completed.
Test the purchase flow yourself in your storefront using a private browser window.
When is it not your setup?
If all of the following are true, this is most likely a temporary technical issue on our side — not a mistake in your configuration:
It worked yesterday or earlier today and you haven't changed anything.
Booking works via the direct link to an experience, but fails somewhere else (for example on the "Upcoming events" page).
The error appears on multiple devices and for multiple people (mobile, computer, private/incognito window).
In that case, don't keep going through your settings. Send us a message in the chat with the link to the page that's failing and a screenshot of the error, and we'll escalate it to our developers right away.
If the customer still gets an error after these steps — or if the error occurs across multiple devices — it's likely a technical issue.
Send us a screenshot of the error message and the link to the experience in question, and a colleague will investigate right away.