A parent says they can't book

Symptom: a parent reports the booking page won't let them book for their child.

Usual cause: the child's profile is missing a required detail, and incomplete profiles can't book online. The booking page does tell them what's missing, but "it just won't work" is what reaches your phone.

Fix, without asking the parent to describe their screen:

1. Open Tempo → Students (the Directory) and find the child. The Profile column shows exactly what the booking gate sees: "2 missing" hovers to name the fields.
2. Either fill the fields in yourself (Edit profile, if the family's told you the details), or tell the parent which fields to complete on My Account → Student profile: the starred fields are the required ones (date of birth, gender, emergency contact name and phone, plus parent/guardian name, relationship and mobile for under-18s).
3. The block clears the moment the profile is complete; no waiting, no re-approval.

If the profile is complete and they still can't book, run down the shorter list: the class may be closed to online booking or have no future sessions this term (Building the timetable); the package they want may be withdrawn because a date is full (Package rates); or they may not be linked to the child at all (Linking parents and children).

Meanwhile, nobody's stuck: staff bookings ignore the profile rule, so you can place the booking from Add booking and chase the details after. And if you'd rather the rule didn't exist, tick Incomplete Student Profiles can book under Tempo → Settings → Booking & checkout.