Section 12 of 12

Troubleshooting

Solutions to the most common issues merchants encounter.

This section covers the most common issues merchants encounter and how to resolve them. If your issue is not listed here, contact support at the bottom of this page.

Telegram not working#

Not receiving booking alerts

  1. Go to Settings → Notifications and check that Telegram shows as connected.
  2. Click "Send test alert". If you receive it, the integration is working.
  3. If you do not receive the test alert: for personal chat, check you have not blocked or muted the Buqq bot. For group chat, check the bot is still a member of the group and has not been removed.
  4. If the connection shows as disconnected, reconnect using the Connect Telegram button.

Connection was auto-disconnected

If Buqq detects a permanent delivery failure from Telegram — for example, if you blocked or removed the bot — it automatically disconnects the integration. Go to Settings → Notifications and reconnect.

If your phone was temporarily offline, Telegram will deliver any queued booking alerts once your connection is restored. No bookings will be silently missed.

Slot showing unavailable#

If a time slot you expect to be available shows as unavailable on your booking page, check the following:

  1. Accepting bookings is on — Check the toggle on your dashboard. If it is off, all slots show as unavailable.
  2. The day is enabled in Availability — Go to Settings and confirm the day is toggled on in the Availability section.
  3. A closure is not blocking the date — Check Settings for a closure block covering that date.
  4. Capacity is not exhausted — If existing bookings for that slot sum to your dining capacity, the slot is full.
  5. Advance notice window — If the slot is within your minimum advance notice window (e.g. 2 hours before the slot), it will not appear.

Forgot password#

  1. Go to buqq.online/merchant-login and click "Forgot password?".
  2. Enter your registered email address.
  3. Check your inbox for a password reset email (check spam if not received).
  4. Click the link in the email — it is valid for 1 hour.
  5. Enter and confirm your new password, then click Update password.
  6. Your password is updated. You are taken to the login page to sign in.
Password reset emails are limited to 5 requests per IP address per 10 minutes. If you have requested several resets in quick succession, wait 10 minutes before trying again.

Can't log in#

Steps to try

  1. Confirm you are using the correct email address (the one you signed up with).
  2. Try the forgot-password flow to reset your password.
  3. Clear your browser cache and cookies, then try again.
  4. Try a different browser or an incognito/private window.
  5. If you see an "Account suspended" message, check your Billing page — your subscription may be past due.

If none of the above works, contact support with your registered email address and a description of the error message you see.

Contact support#

For any issue not covered in this guide, reach out to the Buqq support team:

Include your Merchant ID (found in Dashboard → Integrations) in your email to help us locate your account quickly.

Response times are typically within one business day. For urgent booking issues, check the troubleshooting steps above first — most common problems can be resolved without waiting for a response.