Calendar sync issues can lead to double-bookings and missed appointments. This guide helps you diagnose and fix common calendar synchronization problems.
Common Sync Issues
- Appointments not appearing in calendar
- Bookings created during blocked time
- Calendar showing wrong availability
- Sync delays (events appear late)
- Duplicate events
- Connection keeps dropping
Checking Sync Status
Verify Calendar Connection
Go to Settings → Integrations → Calendar
Check the status indicator:
- 🟢 Connected: Syncing properly
- 🟡 Syncing: Update in progress
- 🔴 Error: Needs attention
View Last Sync Time
In calendar settings, check Last synced timestamp
Should be within the last 5 minutes. If older:
- Click Sync Now to force update
- Wait 30 seconds
- Refresh the page
Reconnecting Calendar
Disconnect and Reconnect
Often the quickest fix:
- Go to Settings → Integrations → Calendar
- Click Disconnect
- Confirm disconnection
- Wait 30 seconds
- Click Connect Google Calendar or Connect Outlook
- Re-authorize permissions
- Select the correct calendar
Disconnecting doesn't delete your appointments. They remain in your calendar and will re-sync when you reconnect.
Google Calendar Specific Issues
Permission Problems
Verify Google Permissions
Check that Infinity Pro AI has proper access:
- Go to myaccount.google.com/permissions
- Find "Infinity Pro AI"
- Verify it has access to "Google Calendar"
- If not, remove and reconnect in Infinity Pro AI
Wrong Calendar Selected
Select Correct Calendar
If you have multiple Google calendars:
- Go to Settings → Calendar
- Click Change Calendar
- Select the calendar you use for appointments
- Click Save
Shared Calendar Issues
If using a shared calendar:
- You must be the owner or have Make changes to events permission
- Read-only access won't work
- Ask calendar owner to grant edit permissions
Outlook Calendar Specific Issues
Microsoft 365 Authentication
Refresh Outlook Connection
Outlook tokens expire every 90 days:
- Go to Settings → Calendar
- Click Refresh Connection
- Sign in to Microsoft account
- Re-authorize permissions
Multiple Outlook Calendars
If you have multiple Outlook calendars (work, personal, etc.):
- Ensure you're syncing the right one
- Check Settings → Calendar → Selected Calendar
- Change if needed
Availability Issues
Check Availability Settings
If AI is booking during blocked time:
- Go to Settings → Bookings → Availability
- Verify Sync with calendar is ON
- Check Block time for existing events is enabled
- Set buffer time if needed (e.g., 15 min between appointments)
Verify Event Visibility
Ensure calendar events are marked correctly:
- Busy: Blocks time (recommended)
- Free: Doesn't block time
- Out of Office: Blocks time
Events marked "Free" won't block booking slots.
Duplicate Events
Remove Duplicate Sync
If you see duplicate appointments:
- Check if you have multiple calendar integrations active
- Disconnect all calendars
- Delete duplicate events from calendar
- Reconnect only ONE calendar
Only connect one calendar per Infinity Pro AI account. Multiple calendars cause duplicates.
Timezone Problems
Verify Timezone Settings
Mismatched timezones cause wrong availability:
- Check your calendar timezone (Google/Outlook settings)
- Check Infinity Pro AI timezone (Settings → Business Details)
- Ensure they match
- Reconnect calendar after changing timezone
Sync Delays
Normal sync behavior:
- New bookings: Appear in calendar within 30 seconds
- Calendar changes: Reflected in availability within 5 minutes
- Manual sync: Click "Sync Now" for immediate update
If delays exceed these times, there's an issue.
Testing Calendar Sync
Run Sync Test
Verify sync is working:
- Create a test event in your calendar (mark as Busy)
- Wait 5 minutes
- Check if that time slot is blocked in Infinity Pro AI
- Try booking during that time—should be unavailable
- Delete test event
- Wait 5 minutes—slot should become available again
If the test works, your sync is functioning correctly!
Best Practices
- Use one calendar: Don't connect multiple calendars
- Mark events properly: Use "Busy" for appointments
- Match timezones: Keep calendar and Infinity Pro AI in sync
- Reconnect monthly: Refresh connection to prevent auth expiry
- Monitor daily: Check that bookings appear in calendar
- Test regularly: Create test events to verify sync
Frequently Asked Questions
Can I sync multiple calendars?
No. Only connect one calendar per account to avoid conflicts and duplicates.
Will disconnecting delete my appointments?
No. Appointments remain in your calendar. They'll re-sync when you reconnect.
Why are old events blocking availability?
Check your sync settings. You can set it to only block future events, not past ones.
Can I use both Google and Outlook?
No. Choose one. If you need both, use calendar sharing to merge them into one calendar first.
Troubleshooting
Bookings not appearing in calendar
Solution: Verify calendar is connected. Check that you selected the correct calendar. Ensure you have edit permissions. Try manual sync.
Double bookings happening
Solution: Verify "Block time for existing events" is ON. Check that calendar events are marked "Busy." Ensure timezone matches. Force sync and test.
Connection keeps dropping
Solution: Reauthorize permissions in Google/Microsoft account settings. Check for security software blocking connections. Contact support if persists.
Wrong times showing
Solution: Timezone mismatch. Verify both calendar and Infinity Pro AI use the same timezone. Reconnect after fixing timezone.