Here's the 
iClosed experts' guide to troubleshooting host availability. Learn how to quickly find out why a host is blocked on a specific slot, why a call was cancelled or didn't update, and how to fix availability conflicts in your calendars.
Important notes
You can cancel a call from Google Calendar, but not to move, reschedule or reassign one. Make time and closer changes inside iClosed, and your calendar will follow.
Deleted or declined the event in Google Calendar? The call is cancelled in iClosed, usually within a minute.
Moved the event to a new time in Google Calendar? Nothing changes in iClosed. The call stays at its original time, so both times end up blocked.
Need a new time or a different closer? Reschedule the call or change the Closer Owner in iClosed.
Here's a visual overview of the troubleshooting steps:
Missing or blocked slots
When leads can't see a time slot, or a host isn't offered on it, something is blocking the host at that time. These two steps show you what it is and how to fix it.
Step 1 - Ask the Event Troubleshooter why a slot is blocked
Step 1 - Ask the Event Troubleshooter why a slot is blocked
The Event Troubleshooter tells you exactly why each slot is unavailable.
Go to AI Scheduler → Events and click View Booking Page on the event.
Click Troubleshoot Event.
Pick the date and set the time zone to the host's time zone.
Click More details on any slot to see the reason.
Label | What it means | How to fix it |
Busy on Calendar | An event in a connected Google Calendar is marked Busy at that time. | Set the Google event to Free, or remove that calendar from Check for conflicts in Calendar Connections. |
Call Booked | The host already has an iClosed call at that time. | Nothing to fix. If the call was moved in Google Calendar, reschedule it in iClosed (Step 5). |
Availability not set | The day is switched off, or a date override marks it as unavailable. | Check the hours and Date-specific availability under AI Scheduler → Availability. |
Event Buffer | The break time before or after a nearby call or calendar event blocks the slot. | Shorten the buffers under Event Time & Limits. |
Too Soon | The slot falls inside your minimum notice. | Lower Guest cannot schedule within under Event Time & Limits. |
Event Duration | The free time before the next block, or before the end of the day, is shorter than the call. | Shorten the event or extend the availability. |
Date Range · Future | The date is beyond your booking window. | Extend the Date Range under Event Time & Limits, or turn on Auto extend available days. |
Time range is in past | The date or time has already passed. | Pick a future date or time. |
Rule Applied | An automation rule (for example a daily call limit) removed the host. | Review your rules under AI Scheduler → Automations → Rules. |
Pending Invite | The host hasn't accepted their iClosed invite yet. | Resend the invite from Settings → User Management. |
Step 2 - Check availability, time zone, buffers and connected calendars
Step 2 - Check availability, time zone, buffers and connected calendars
Availability
Go to AI Scheduler → Availability and confirm the right days are switched on with the right hours, and that the schedule is active on the event. Look for Date-specific availability overrides that block single days.
Time zone
Availability is set in the host's time zone, while leads see slots in their own. When you troubleshoot, always set the troubleshooter to the host's time zone so you're comparing the same hours.
Buffers and minimum notice
Buffers, minimum notice and the date range all live under the event's Event Time & Limits. They stack, so a few small settings can hide a lot of slots.
Pro Tip
A 45-minute call with 5-minute buffers on each side needs 55 free minutes. For calls under an hour, 15-minute start time increments give your leads the most options.
Connected calendars
Every calendar ticked for Check for conflicts in Calendar Connections can block slots. Events marked as Free in Google don't block anything. If events aren't being picked up at all, reconnect the calendar by following Google calendar troubleshooting.
Cancelled or changed calls
Most unexpected cancellations and changes come from an action taken in a connected Google Calendar. These steps show you who cancelled or rescheduled a call, and how to fix it.
Step 3 - Find the cancelled call and see who cancelled it
Step 3 - Find the cancelled call and see who cancelled it
Cancelled calls are hidden by default, so start by bringing them back into view.
Click Filters → Call Status, tick Cancelled events and click Apply filter. Check both the Upcoming and Past tabs.
Each cancelled call shows who cancelled it and the reason, if one was given. "Host declined event from Google Calendar" means the host clicked "No" in Google.
Open the contact card → Journey to see the exact time of the cancellation and its outcome.
The Journey tells you which side cancelled:
Admin Cancelled - you or someone on your team, including changes made in the host's Google Calendar.
Contact Cancelled - your lead, from the link in their email or from their own calendar.
Step 4 - Check what happened in Google Calendar
Step 4 - Check what happened in Google Calendar
Most unexpected cancellations come from a change made directly in Google Calendar. Here's how iClosed reacts to each one:
What happens in Google Calendar | What you'll see in iClosed |
The host deletes the event | The call is cancelled and marked Admin Cancelled. The time slot opens up again for new bookings. |
The host declines the event (clicks "No") | The call is cancelled and shows "Host declined event from Google Calendar". |
The lead deletes the event or replies "No" | The call is cancelled and marked Contact Cancelled. |
Someone moves the event to a new time (reschedules it in Google) | Nothing changes. The call stays at its original time in iClosed, and the new time is blocked as busy too. |
The event organizer is changed to another person | This can cancel the call. Change the Closer Owner in iClosed instead. |
Google declines the invite automatically (for example, an Out of office set to decline meetings) | This cancels the call. See Why do calls get cancelled automatically? in the FAQs below. |
If the call was moved (rescheduled) in Google Calendar
The Event Troubleshooter shows the new time as Busy on Calendar and the original time as Call Booked:
To fix it, move the Google event back to its original time, then reschedule the call in iClosed (Step 5).
Step 5 - Cancel, reschedule or reassign calls inside iClosed
Step 5 - Cancel, reschedule or reassign calls inside iClosed
Cancel a call
Go to Scheduled Calls, open the call and click Cancel. Add a reason if you like and click Confirm. Your lead gets a cancellation email, the event is cancelled in Google Calendar and the slot opens up again.
If the event stays in your Google Calendar as "Canceled: …" with everyone marked as not attending, it no longer blocks your availability. You can delete it from Google if you prefer a clean calendar.
Reschedule a call
Go to Scheduled Calls, open the call and click Reschedule. Choose Round Robin or Select Manually, add a reason, then pick the new date and time. Your lead's invite and the Google event move to the new time automatically.
Don't see the Reschedule button? Open the event, go to Event Time & Limits and turn on Allow closers to reschedule this event.
Give the call to another closer
Open the lead's contact card and change the Closer Owner. Don't change the organizer in Google Calendar, as that can cancel the call.
Cancelled a call by mistake?
A cancellation can't be undone. Open the contact card from the cancelled call, click Add Call and book the same host, date and time again.
Step 6 - Understand how your lead can cancel
Step 6 - Understand how your lead can cancel
Your lead can cancel in three ways:
The Cancel Event link in their invite or confirmation email
Replying "No" to the invite in their own calendar
Deleting the event from their own calendar
The cancel link opens a page where they can add a reason, which then shows on the call in Scheduled Calls.
To remove the cancel and reschedule links from your emails, see this article.
Pro Tip
Testing a lead's cancel link yourself? Open it in an incognito window. If you're logged into iClosed in the same browser, the cancellation is recorded under your own user instead of the lead.
Step 7 - Two leads booked the same slot?
Step 7 - Two leads booked the same slot?
This can only happen when the slot of the first call was marked as free. Marking a slot as free opens it for another booking while the first call stays booked.
Check the first call for a Slot Marked As Free badge, and click Mark slot as busy to block the slot again.
Still stuck? Contact our support team
Step 8 - What to send our support team
Calendar issues are specific to one call, one host and one moment in time. Sending these details with your first message lets us find the call and check what happened right away, without going back and forth.
The details
The email you use to log in to iClosed
The event name or booking link
The lead's name and email
The call's date, time and time zone
The host or closer on the call
What happened, and what you expected to happen
Anything that was changed in Google Calendar (deleted, declined, moved, organizer changed) and who did it: the host, the lead or an assistant
Any automations that touch your calls, such as Zapier, Make, HubSpot or GoHighLevel workflows
Screenshots or a short Loom video
The call in Scheduled Calls, with the Cancelled events filter on if it was cancelled
The contact card → Journey
The event opened in Google Calendar, showing the guests and their responses
For missing slots: the Event Troubleshooter with More details open on the missing slot
Important notes
Need to fix the call right away? Take your screenshots first. Once a call is re-booked or the Google event is deleted, it's harder for us to trace what happened.
Reach us through the chat in the bottom right corner of iClosed, or email hello@iclosed.io.
FAQs
Why is my slot still blocked after the call is cancelled?
Why is my slot still blocked after the call is cancelled?
Run the Event Troubleshooter on that slot (Step 1). If it shows Busy on Calendar, the event is still active in Google Calendar: delete it or set it to Free. If the slot is still unavailable after that, send us the details from Step 8.
I deleted a call from Google Calendar. Is it cancelled in iClosed?
I deleted a call from Google Calendar. Is it cancelled in iClosed?
Yes. Deleting or declining the event cancels the call in iClosed, usually within a minute, and the time slot opens up again. If the call still shows as upcoming, your calendar connection may need refreshing. Follow the steps in Google calendar troubleshooting.
I rescheduled a call in Google Calendar. Why didn't iClosed update?
I rescheduled a call in Google Calendar. Why didn't iClosed update?
iClosed doesn't pick up a call that was moved to a new time in Google Calendar. The call is still booked at its original time, so both times are blocked. Move the Google event back, then reschedule the call in iClosed (Step 5).
Why do calls get cancelled automatically?
Why do calls get cancelled automatically?
Usually because Google Calendar declined the invite on someone's behalf. When the host or the lead sets an Out of office event in Google Calendar with the option to automatically decline meetings, calls booked during that time are declined and cancelled in iClosed. A host decline shows as Admin Cancelled and a lead decline as Contact Cancelled.
To stop it, turn off the automatic decline in the Out of office event, or block those dates in iClosed under AI Scheduler → Availability → Date-specific availability so leads can't book them.
A call is booked in iClosed but isn't in my Google Calendar. Why?
A call is booked in iClosed but isn't in my Google Calendar. Why?
Your Google Calendar connection needs to be refreshed. This usually happens when iClosed's access was removed in Google or the Google password was changed.
Go to AI Scheduler → Calendar Connections, disconnect the calendar and connect it again, accepting all permissions. Reconnecting doesn't add past calls back, so add any missing events and meeting links to Google Calendar by hand. Learn more in Google calendar troubleshooting.
Why can't I reschedule a call?
Why can't I reschedule a call?
A call can't be rescheduled once it has started. Mark its outcome instead (for example Contact Cancelled) and book a new call from the lead's contact card with Add Call.
If the Reschedule button is missing altogether, open the event, go to Event Time & Limits and turn on Allow closers to reschedule this event.
Why do I see "Canceled:" events in my Google Calendar?
Why do I see "Canceled:" events in my Google Calendar?
That's a call that was cancelled, kept in your calendar with everyone marked as not attending. It doesn't block your availability, and you can delete it if you like.
Can I restore a cancelled call?
Can I restore a cancelled call?
Not directly, as a cancellation can't be undone. Open the contact card, click Add Call and book the same host, date and time.
Learn More