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Troubleshooting: No Tour Time Slots Showing in the Widget

If the tour booking widget is showing no available time slots, work through this checklist to identify the cause.

Step 1: Confirm Tours is Enabled on the Property

  1. Navigate to Tours > Settings > Property Settings
  2. Locate the property and confirm the Tours Status column shows Enabled
  3. If it shows Disabled, click the pencil icon and change it to Enabled

If the property doesn't appear in the Property Settings list at all, Tours may not have been activated for that property yet. Contact support@rentsync.com with the property name and account details.

Step 2: Confirm the Property Status is Enabled

Tours cannot run on a property that is Disabled or Hidden.

  1. Go to Properties > Property List
  2. Locate the property and confirm its status is Enabled
  3. If it is Disabled, enable it first in the property details page, then return to Step 1

For properties managed through an integration (Yardi, BuildingStack, etc.), the property status may need to be updated in your property management system first. Contact support@rentsync.com if you are unsure.

Step 3: Confirm at Least One Agent is Assigned and Active

Confirm an Agent is Assigned to the Property

  1. Navigate to Tours > Settings > Property Settings
  2. Click the edit icon beside the property
  3. Confirm at least one agent has been assigned to the property

If no agents are assigned, navigate to Tours > Settings > Agent Settings, click on the agent's name, and add the property to their profile under the Properties section.

Confirm the Agent is Active

  1. Navigate to Tours > Settings > Agent Settings
  2. Click on the agent's name
  3. Confirm their status is set to Active
  4. If the agent's status is Inactive, update it to Active and save

Step 4: Confirm Agent Availability Has Been Set

An Active agent with no availability configured will show no bookable time slots.

  1. Navigate to Tours > Settings > Agent Settings
  2. Click on the agent's name
  3. Under Availability, confirm that working days and hours have been configured
  4. If nothing is set, add availability now

Note: Selecting a day changes the grey box to purple, confirming availability has been set for that day. 

Step 5: Check the Minimum Notice and Booking Window Settings

  1. Navigate to Tours > Settings > Property Settings
  2. Click the pencil icon beside the property
  3. Review the Minimum Notice setting: if this is set very high (e.g., 48+ hours), no same-day or next-day slots will appear
  4. Review the Booking Window: if set to a short window (e.g., 7 days) and the agent has no availability in that window, no slots will show

Step 6: Check for Calendar Blocks Covering Available Times

If availability is set but all time slots appear blocked, the agent's synced calendar may have events covering those hours.

  1. Navigate to Tours > Calendar
  2. Toggle on Display Time Blocks to see the time blocks (in grey) imported from the agent's personal calendar or manually generated in Rentsync
  3. If their days are fully blocked, the agent needs to remove or adjust the blocking events in their personal calendar and then in Rentsync

Calendar events will not be deleted from Rentsync after the agent deletes it from their personal calendar, they must also be manually deleted in Rentsync.

Step 7: Check for a Time Zone Mismatch

If your property is in a different region than your company, toggle on "Use Property Timezone" to avoid a several-hour discrepancy. Otherwise, the widget defaults to the company-level time zone found in your Company Profile.

  1. Navigate to Tours > Settings > Property Settings
  2. Click the pencil icon beside the property
  3. Toggle on “Use Property Timezone” to override the company-level time zone.

Still not seeing time slots after all steps? Contact support@rentsync.com with the property name, the agent name, and a screenshot of the widget.