Reservations V2: Frequently Asked Questions

Setup

How do I get Reservations V2?
Reservations V2 is on in Corksy accounts. If you don't see the Reservations V2 menus in your admin, contact us in the chat and we'll check your account. Online checkout works with the PayEngine payment gateway. Stripe support is coming soon, and we'll let Stripe customers know as soon as it's available. Converge isn't supported. If you're on Converge, contact us in the chat about moving to PayEngine. The switch can take a few weeks, so start early. See Getting Started with Reservations V2.

Will I lose the original Reservations tool?
Not yet. The original Reservations tool (v1) stays available in your Corksy admin alongside Reservations V2 until January 1, 2027, and your v1 booking data stays viewable after that. v1 bookings aren't moved into Reservations V2 automatically.

Who adds the booking widget to my website?
You can add it yourself by following our video tutorial (ask Cora in the chat in your Corksy admin for it), or you can buy our website implementation service for a one-time fee of $150. If your website is built on Corksy, create a page, hide it from navigation, drag in the Reservation v2 widget, test it, then add the page to your navigation. If your website isn't built on Corksy, contact us in the chat. See Adding Reservations V2 to Your Website.

Why isn't my experience in the timeslot dropdown?
It's still in Draft. Set it to Active, then create timeslots.

Why can't I find a staff member to assign as host?
Hosts (tour guides) need a POS user account, and they need to be switched on in the Tour Guides section of Reservation Settings.

Should I make separate experiences for adults and children?
No. Use one experience with several ticket options. They share capacity.

Can I offer a free tasting?
Yes. Ticket prices can be $0. Note that Apple Pay and Google Pay are hidden on $0 bookings.

Can I block a holiday or a single date?
Yes. Use a global blackout in Reservation Settings to block every experience, or an experience blackout to block just one.

Can I make an experience tax-free?
A Tax Free option is rolling out and may not appear in your account yet. Upsell products always use their own tax setting.

Website

My experience isn't showing on my website. Why?
The most common cause is that Online Store isn't ticked in the experience's sales channels. Also check that it's Active, has timeslots in the advance window, isn't blacked out, and that the website section isn't hidden.

Can I link directly to one experience?
Yes. Copy the experience's page URL from your website. It contains ?reservationId=. The link opens that experience's booking calendar.

Can I show different experiences on different pages?
Not yet. The widget shows all Active experiences that have Online Store ticked.

Can I change the widget's colors and fonts?
Only with custom CSS on your website. The widget has no built-in style settings, and your custom CSS may need adjusting when the widget is updated.

Why does a date show "Sold Out" when I have space?
Usually the date is outside the advance booking window, past the booking cutoff, or blacked out. Also check that your recurring timeslots run far enough into the future.

Guests and payments

A club member was charged full price. Why?
Member pricing applies only when the member signs in during checkout. If they checked out as a guest, refund the difference and remind them to sign in next time.

A guest paid with Apple Pay but has no confirmation.
Apple Pay approval isn't the final step. The guest must also finish their details and press Complete Booking. Check View All Reservations to see if a booking exists.

Which cards are accepted?
Visa, Mastercard, Discover, American Express, Apple Pay and Google Pay. UnionPay is not supported.

Can guests pay with a gift card?
Not at this time.

Can guests see their booking in their online account?
Not at this time. Guests should keep their confirmation email.

Do you offer deposits or "pay later"?
Deposits, card holds and bookings with no payment at checkout are coming soon. "Pay later" with balance reminders isn't planned yet.

Are there waitlists or text reminders?
Not at this time.

Running and managing bookings

Can our team book reservations for guests?
Yes. Staff can create a reservation for any guest from the admin portal at any time (phone, email, walk-in or any other reason), or from the POS. See Running the Day: Reservations V2 Daily Reservations.

Can staff book beyond capacity?
Yes. Staff can book over capacity. Online guests can't overbook.

Can I cancel without refunding?
Yes. When cancelling, choose full refund, partial refund (amount or percentage) or no refund.

Why can't I remove the "Club Member Discount" line?
That line is how the member price is applied. When a member brings friends, keep it as one booking: the member price applies up to the experience's limit per member, and the other guests pay the regular price.

Why can't I edit a reservation imported from another reservation system?
Imported reservations (bookings moved in from another reservation system) are read-only. You can check them in or cancel them.

Why can't I cancel a timeslot?
It still has bookings. A timeslot can be cancelled only when it has no bookings, so move or cancel them first.

Why does saving a timeslot say "Complete all fields"?
Choose a sublocation for the timeslot, then save again.

Notifications and reports

Why didn't our team get an email when someone booked?
Staff alerts for new online bookings aren't available in Reservations V2. Check View Daily Reservations for new bookings.

Which email templates should I edit?
The Reservation v2 group in Settings > Notifications (Placed, Edited, Cancelled). See Reservations V2 Emails and Notifications.

Why don't reservations show in Orders or my home page sales?
Reservation revenue is reported separately and isn't included in Orders, your home page sales figure or the Sales by Order report. Open Reservation Settings and scroll to the bottom to find the Reservation Summary and Reservation Details reports. See Reservations V2 Reports and Revenue.

Why aren't phone numbers in my export?
Phone numbers aren't included in exports.