Error codes
When something goes wrong, JustBook shows a short message and a code in the form LIKE_THIS. Look the code up below to see what it means and how to fix it. Codes are grouped by area; the code itself is the link anchor, so you can share a direct link to any one of them.
Auth / OTP
Section titled “Auth / OTP”OTP_REQUIRED
Section titled “OTP_REQUIRED”Verify your phone number first
You need to confirm your phone number with a one-time code before continuing.
Why it happens. The action you tried requires a verified phone number, and no confirmed code was found for it yet.
What to do. Request a verification code, enter it, then try again. If you didn’t get the code, wait a moment and resend it.
OTP_EXPIRED
Section titled “OTP_EXPIRED”Your code has expired
The one-time code you entered is no longer valid.
Why it happens. Verification codes are short-lived for security, and this one timed out before it was used.
What to do. Request a new code and enter it promptly.
OTP_SEND_FAILED
Section titled “OTP_SEND_FAILED”We couldn’t send your code
The one-time code couldn’t be delivered to you.
Why it happens. The chosen channel (SMS, WhatsApp, or email) couldn’t deliver the code — the number or address may be unreachable, or the channel is temporarily down.
What to do. Try a different delivery method, or double-check your phone number or email and resend.
CONTACT_SEND_FAILED
Section titled “CONTACT_SEND_FAILED”Your message didn’t go through
We couldn’t send your message to the business right now.
Why it happens. The contact request hit a temporary delivery problem on our side.
What to do. Wait a moment and send it again. If it keeps failing, reach the business another way.
RATE_LIMIT_EXCEEDED
Section titled “RATE_LIMIT_EXCEEDED”Too many attempts — slow down
You’ve made too many requests in a short time and have been temporarily paused.
Why it happens. To protect accounts, JustBook limits how often sensitive actions (like login or sending codes) can be retried.
What to do. Wait a minute, then try again. Avoid rapid repeat attempts.
TWO_FACTOR_REQUIRED
Section titled “TWO_FACTOR_REQUIRED”Two-factor authentication is required
You must complete a second verification step to sign in.
Why it happens. This business requires two-factor authentication for admin sign-in, and it can’t be skipped.
What to do. Enter the verification code sent to your device to finish signing in.
Appointments / booking
Section titled “Appointments / booking”CUSTOMER_APPOINTMENT_CONFLICT
Section titled “CUSTOMER_APPOINTMENT_CONFLICT”This customer is already booked at that time
The customer already has an appointment that overlaps the time you chose.
Why it happens. A person can’t be in two appointments at once, and one already exists in this slot for them.
What to do. Pick a different time, or open the existing appointment if you meant to edit it.
HOLD_ALREADY_CONSUMED
Section titled “HOLD_ALREADY_CONSUMED”Your held time slot expired
The time slot that was being held for you is no longer reserved.
Why it happens. Held slots are released after a short window so others can book them, and this hold was used or ran out.
What to do. Go back and pick a time again to start a fresh booking.
SLOT_UNAVAILABLE
Section titled “SLOT_UNAVAILABLE”That time slot isn’t available
The time you selected can’t be booked.
Why it happens. The slot was taken, falls outside the stylist’s working hours, or is otherwise no longer open.
What to do. Choose another available time from the booking page.
SLOT_OVERLAP
Section titled “SLOT_OVERLAP”This add-on runs into the next appointment
Adding this service would push the appointment into a time that’s already booked.
Why it happens. The extra service makes the appointment longer than the free gap before the next one.
What to do. Shorten or drop the add-on, move the appointment to a longer gap, or confirm to proceed if an override is offered.
APPOINTMENT_IN_PAST
Section titled “APPOINTMENT_IN_PAST”That time is in the past
You can’t book or move an appointment to a time that has already passed.
Why it happens. The date and time you chose is earlier than now.
What to do. Pick a future date and time.
EDIT_WINDOW_EXPIRED
Section titled “EDIT_WINDOW_EXPIRED”It’s too late to change this appointment
This appointment can no longer be rescheduled or cancelled online.
Why it happens. The business sets a cut-off before the appointment (for example, 24 hours ahead), and that window has closed.
What to do. Contact the business directly to ask about changing the appointment.
ALREADY_CANCELLED
Section titled “ALREADY_CANCELLED”This appointment is already cancelled
The appointment you’re acting on has already been cancelled.
Why it happens. It was cancelled earlier, so there’s nothing further to change.
What to do. No action is needed. Book a new appointment if you still want the service.
OVERRIDE_REASON_REQUIRED
Section titled “OVERRIDE_REASON_REQUIRED”A reason is required
You need to enter a reason to override the standard rule.
Why it happens. This override (for example, changing a cancellation refund) must be justified for the record.
What to do. Add a short reason and submit again.
OVERRIDE_PERMISSION_REQUIRED
Section titled “OVERRIDE_PERMISSION_REQUIRED”Override permission needed
You don’t have permission for this override. Enter an override code, or ask a manager.
Why it happens. Deviating from a policy (refund amounts, pricing, scheduling rules) requires the matching override permission — or a one-time override code issued by someone who has it.
What to do. Ask a manager to perform the override, grant you the permission, or issue you an override code.
OVERRIDE_CODE_INVALID
Section titled “OVERRIDE_CODE_INVALID”Override code not valid
That override code isn’t valid.
Why it happens. The code was mistyped, revoked, or issued for a different kind of override.
What to do. Check the code and try again, or ask the manager who issued it for a new one.
OVERRIDE_CODE_EXPIRED
Section titled “OVERRIDE_CODE_EXPIRED”Override code expired or used up
That override code has expired or has already been used.
Why it happens. Codes are single-use by default and expire within a few days of being issued.
What to do. Ask a manager to issue a fresh code.
INVALID_CUSTOM_MESSAGE
Section titled “INVALID_CUSTOM_MESSAGE”Your custom message isn’t valid
The custom notification you tried to send isn’t formatted correctly.
Why it happens. A custom message needs both a subject and a body, or you must choose the standard template instead.
What to do. Fill in both the subject and body, or switch to the default template.
Payments / money
Section titled “Payments / money”PAYMENTS_UNAVAILABLE
Section titled “PAYMENTS_UNAVAILABLE”Online payments aren’t set up yet
Online payments can’t be turned on for this business right now.
Why it happens. Stripe isn’t connected yet, or card charges haven’t been enabled on the connected account.
What to do. Owners: connect Stripe and finish enabling charges under Settings → Payments, then try again.
PAYMENTS_NOT_ENABLED
Section titled “PAYMENTS_NOT_ENABLED”This business doesn’t take online payments
Paying online isn’t available for this business.
Why it happens. The business hasn’t enabled online payments, so deposits and balances are handled in person.
What to do. Pay at the branch. Owners who want online payments can enable them under Settings → Payments.
ALREADY_PAID
Section titled “ALREADY_PAID”This is already paid
The amount for this booking has already been paid in full.
Why it happens. A payment was already completed, so there’s nothing left to charge.
What to do. No action is needed. Check your confirmation for the receipt.
NO_BALANCE
Section titled “NO_BALANCE”There’s nothing left to pay
This booking has no remaining balance.
Why it happens. The full amount has already been settled.
What to do. No payment is required.
BALANCE_ALREADY_PAID
Section titled “BALANCE_ALREADY_PAID”This visit is already paid
You can’t add extras because the visit has already been paid.
Why it happens. Once a visit is paid, add-ons can’t be attached to it.
What to do. Book the extra service as a new appointment, or add it in person before payment next time.
NO_REMAINING_BALANCE
Section titled “NO_REMAINING_BALANCE”No remaining balance to charge
There’s no outstanding balance left on this appointment.
Why it happens. The balance has already been paid or was zero to begin with.
What to do. No further payment is needed.
DEPOSIT_ALREADY_CHARGED
Section titled “DEPOSIT_ALREADY_CHARGED”The deposit is already paid
This appointment’s deposit has already been charged.
Why it happens. A deposit was collected earlier, so it can’t be charged a second time.
What to do. No action is needed. The deposit will be applied to the final total.
NO_DEPOSIT_REQUIRED
Section titled “NO_DEPOSIT_REQUIRED”No deposit is needed
This appointment doesn’t require a deposit.
Why it happens. The service or booking rules don’t call for a deposit, so there’s nothing to charge.
What to do. Continue without paying a deposit.
NO_CARD_ON_FILE
Section titled “NO_CARD_ON_FILE”No saved card for this customer
There’s no saved payment method on file to charge.
Why it happens. This customer hasn’t saved a card, so an automatic charge can’t be made.
What to do. Collect payment in person, or have the customer add a card and try again.
CARD_ERROR
Section titled “CARD_ERROR”Your card was declined
The card couldn’t be charged.
Why it happens. The bank declined the payment — common reasons are insufficient funds, an expired card, or a required verification step.
What to do. Check the card details, try a different card, or contact your bank, then attempt the payment again.
REFUND_EXCEEDS_MAX
Section titled “REFUND_EXCEEDS_MAX”Refund is more than allowed
The refund amount you entered is higher than what can be refunded.
Why it happens. A refund can’t exceed the amount originally charged and still available to return.
What to do. Lower the refund to at or below the maximum shown and submit again.
NO_CARD_CHARGES
Section titled “NO_CARD_CHARGES”No card payments to refund
There are no card charges on this appointment to refund.
Why it happens. Nothing was paid by card here, so there’s nothing to send back.
What to do. If money was collected another way, handle the refund through that method.
CURRENCY_MISMATCH
Section titled “CURRENCY_MISMATCH”Currencies don’t match
The currency of the plan you chose doesn’t match your current subscription.
Why it happens. A subscription can’t switch currencies partway through, and the target plan is priced in a different one.
What to do. Choose a plan in the same currency as your current subscription, or contact support to change currency.
Loyalty / packages
Section titled “Loyalty / packages”LOYALTY_REDEMPTION_FAILED
Section titled “LOYALTY_REDEMPTION_FAILED”We couldn’t redeem your loyalty points
Your loyalty points couldn’t be applied to this booking.
Why it happens. The points balance or the discount conditions didn’t allow the redemption to go through.
What to do. Try booking without points, or check your points balance and the redemption rules and try again.
PACKAGE_REDEMPTION_FAILED
Section titled “PACKAGE_REDEMPTION_FAILED”This package can’t be used here
Your package couldn’t be applied to this service.
Why it happens. The package doesn’t cover this service, has no uses left, or isn’t valid for this booking.
What to do. Pick a service the package covers, or book and pay without the package.
Catalog / booking flow
Section titled “Catalog / booking flow”INVALID_FLOW_HIERARCHY
Section titled “INVALID_FLOW_HIERARCHY”Booking steps are out of order
The booking flow steps you enabled don’t form a valid sequence.
Why it happens. Some steps depend on others — for example, the Collection step needs the Category step turned on.
What to do. Enable the required parent step, or turn off the dependent one, under your booking flow settings.
NOT_PUBLISHED
Section titled “NOT_PUBLISHED”This business isn’t live yet
This booking page isn’t available to the public yet.
Why it happens. The business hasn’t finished setup and pressed Publish, so online booking is still closed.
What to do. Owners: finish setup and press Publish to open bookings. Customers: check back soon or contact the business.
Subscription / tier / limits
Section titled “Subscription / tier / limits”SUBSCRIPTION_INACTIVE
Section titled “SUBSCRIPTION_INACTIVE”Your subscription isn’t active
This feature needs an active JustBook subscription.
Why it happens. The subscription has lapsed or been cancelled, so paid features are locked.
What to do. Reactivate your plan under Settings → Subscription to restore access.
SUBSCRIPTION_NOT_FOUND
Section titled “SUBSCRIPTION_NOT_FOUND”We couldn’t find your subscription
No matching subscription could be found for your account.
Why it happens. The subscription may have been removed, or your account isn’t linked to one yet.
What to do. Start a new subscription under Settings → Subscription, or contact support if you believe one should exist.
SUBSCRIPTION_PAST_DUE
Section titled “SUBSCRIPTION_PAST_DUE”Your subscription payment is overdue
A payment on your subscription hasn’t gone through.
Why it happens. The most recent billing charge failed, so the account is past due.
What to do. Update your payment method under Settings → Subscription and settle the outstanding balance.
SUBSCRIPTION_WAIVED
Section titled “SUBSCRIPTION_WAIVED”Your plan is on a complimentary rate
This billing action isn’t available because your plan is on a waived (complimentary) rate.
Why it happens. Your team is on a special rate managed by JustBook, so standard plan changes are handled differently.
What to do. Contact support to make changes to a waived plan.
ACTIVE_SUB_EXISTS
Section titled “ACTIVE_SUB_EXISTS”You already have an active subscription
You can’t start a new subscription while one is already active.
Why it happens. There’s already an active plan on this account.
What to do. Use Change Plan under Settings → Subscription to switch instead of starting a new one.
TIER_RESTRICTION
Section titled “TIER_RESTRICTION”Not available on your plan
This feature isn’t included in your current plan.
Why it happens. The feature belongs to a higher tier than the one you’re on.
What to do. Upgrade under Settings → Subscription to unlock it.
STYLIST_LIMIT_EXCEEDED
Section titled “STYLIST_LIMIT_EXCEEDED”You’ve reached your bookable-stylist limit
Your plan doesn’t allow adding another bookable stylist.
Why it happens. Each plan size includes a set number of bookable stylists (seats), and you’re at the limit. Logins that don’t take appointments are unlimited.
What to do. Remove another stylist from booking, or move to a larger size under Settings → Subscription.
BRANCH_LIMIT_EXCEEDED
Section titled “BRANCH_LIMIT_EXCEEDED”You’ve reached your branch limit
Your plan doesn’t allow adding another branch.
Why it happens. Each plan and size includes a set number of branches, and you’re at the limit.
What to do. Move to a larger size or plan under Settings → Subscription to add more branches.
Onboarding / signup
Section titled “Onboarding / signup”NO_SIGNUP
Section titled “NO_SIGNUP”We couldn’t find that signup
There’s no signup in progress for that email.
Why it happens. The signup wasn’t started, was already finished, or used a different email address.
What to do. Start a new signup, or use the exact email you began with.
SIGNUP_IN_PROGRESS
Section titled “SIGNUP_IN_PROGRESS”A signup is already underway
There’s already a signup in progress for this email.
Why it happens. You began creating a business with this email but haven’t finished.
What to do. Resume the existing signup instead of starting over.
ALREADY_REGISTERED
Section titled “ALREADY_REGISTERED”This account already exists
An account with these details already exists.
Why it happens. This phone number or email is already registered.
What to do. Sign in with the existing account, or use a different phone number or email.
ONBOARDING_DONE
Section titled “ONBOARDING_DONE”This signup is already complete
Setup for this signup has already finished.
Why it happens. The business was already created from this signup, so there’s nothing left to do here.
What to do. Sign in to your admin to continue managing the business.
RESOLUTION_INCOMPLETE
Section titled “RESOLUTION_INCOMPLETE”Resolve over-limit usage first
You need to bring your usage within the new plan’s limits before continuing.
Why it happens. The plan you’re moving to allows fewer branches or stylists than you currently use.
What to do. Remove enough branches or stylists to fit the smaller plan, then try the change again.
Notifications / channels
Section titled “Notifications / channels”CHANNEL_DISABLED
Section titled “CHANNEL_DISABLED”That channel isn’t enabled
One or more of the chosen notification channels aren’t turned on.
Why it happens. The business hasn’t enabled that channel (for example, SMS or WhatsApp) for this kind of message.
What to do. Enable the channel under Settings → Notifications, or pick a channel that’s already on.
CHANNEL_UNAVAILABLE
Section titled “CHANNEL_UNAVAILABLE”That channel can’t be used right now
The notification channel you selected isn’t available.
Why it happens. The channel is temporarily unavailable or not configured for this business.
What to do. Choose a different channel, or try again later.
ACK_REQUIRED
Section titled “ACK_REQUIRED”Please confirm before continuing
You need to acknowledge the impact of this change before it can go through.
Why it happens. This action affects existing appointments or features, so it asks you to confirm you understand.
What to do. Review the listed impact, tick the acknowledgement, and submit again.
Stripe Connect onboarding URLs / country
Section titled “Stripe Connect onboarding URLs / country”INVALID_COUNTRY
Section titled “INVALID_COUNTRY”That country isn’t valid
The country you provided isn’t in the expected format.
Why it happens. A valid two-letter country code is required to set up payments.
What to do. Select your country from the list and try again.
INVALID_RETURN_URL
Section titled “INVALID_RETURN_URL”The return address isn’t allowed
The page you’d return to after payment setup isn’t a valid destination.
Why it happens. For security, the return address must belong to your own business site.
What to do. Start payment setup again from within your JustBook admin so the return address is set correctly.
INVALID_CANCEL_URL
Section titled “INVALID_CANCEL_URL”The cancel address isn’t allowed
The page you’d return to if you cancel setup isn’t a valid destination.
Why it happens. For security, the cancel address must belong to your own business site.
What to do. Start payment setup again from within your JustBook admin so the address is set correctly.
MISSING_RETURN_URL
Section titled “MISSING_RETURN_URL”No return address was provided
We couldn’t tell where to send you back after payment setup.
Why it happens. The return destination wasn’t included with the request.
What to do. Start payment setup again from within your JustBook admin.
Generic / misc
Section titled “Generic / misc”INTEGRITY_CONFLICT
Section titled “INTEGRITY_CONFLICT”This conflicts with an existing record
What you’re trying to save clashes with something that already exists.
Why it happens. A value that must be unique — like a name or code — is already in use, or a related record blocks the change.
What to do. Change the conflicting value (for example, use a different name), then save again.
INVALID_FIELD
Section titled “INVALID_FIELD”One of your entries isn’t valid
A field you filled in didn’t pass validation.
Why it happens. A value is missing, malformed, or not allowed for that field.
What to do. Fix the highlighted field and submit again.
CUSTOMER_NOT_FOUND
Section titled “CUSTOMER_NOT_FOUND”We couldn’t find that customer
The customer record you’re looking for doesn’t exist.
Why it happens. The customer may have been removed, or the details don’t match anyone on file.
What to do. Check the details, or create the customer before continuing.
NO_CUSTOMER
Section titled “NO_CUSTOMER”No billing customer on file
There’s no billing profile set up for this account yet.
Why it happens. A subscription or payment profile needs to be created before this action can run.
What to do. Start a subscription under Settings → Subscription first, then try again.
NO_CHANGE
Section titled “NO_CHANGE”Nothing to change
The change you submitted matches what’s already saved.
Why it happens. You’re already on this setting or plan, so there’s nothing to update.
What to do. No action is needed. Pick a different option if you meant to change something.