Why can’t I place bookings through the external booking channels?

If bookings from external platforms (Passenger Apps, Web Booking Forms, or API integrations) are failing, the issue is usually related to account settings or operational conditions.

We created this guide based on the most common reasons why bookings may fail. It will help you quickly identify possible causes and how to resolve them.

1. Is Online Booking Enabled?

• Go to: https://app.taxicaller.net/apps/online-booking/settings
• Make sure your company status is Approved.
• If the status is Pending, external bookings will be blocked.
• Send a copy of your operations licence or permit to [email protected]

You can read more about which documents we require and why in this article: https://www.taxicaller.com/en/help/kb/documents

2. Did You Recently Change Any Settings?

If you recently made changes to company settings, the system may need a moment to apply them.

Try the following steps:

• Refresh Dispatch (refresh your browser).
• The Driver App downloads the current admin settings when a shift is started. If you make changes, we recommend that all drivers restart the Driver App to ensure the updated settings are applied.
• In most cases, booking platforms do not need to be restarted, but if problems persist it may help to restart them as well.
  

3. Has a Driver Been Online in the Last 3 Days?

If no driver logs in for 3 days, the system temporarily disables public bookings. This is a safety feature designed to prevent passengers from booking with companies that appear inactive.

This affects:

• Passenger Apps
• Web bookings
• API bookings

To reactivate bookings, simply have start and end a shift in to the Driver App.

4. Check the Online Pre-Booking Limit

If Limit online pre-bookings and app pre-bookings is enabled, bookings may be blocked when the system believes your fleet has reached its configured capacity.

For example:

If your limit is set to 50% and you have 100 vehicles, once 50 future bookings exist the system will consider the fleet 50% busy and block additional bookings.

To rule this out:

• Go to https://app.taxicaller.net/apps/online-booking/settings
• Temporarily disable Limit online pre-bookings and app pre-bookings
• Try placing another booking
  

5. Check Requirements for Online Bookings

Bookings may fail if they fall outside the configured limits in https://app.taxicaller.net/apps/online-booking/settings.

Common settings that may cause issues include:

• Minimum booking notice
• Maximum booking notice
• Minimum ride length
• Maximum ride length
  

6. Is the Passenger Blacklisted?

Passengers who are blacklisted cannot place bookings.

You can review the blacklist in dispatch here: https://app.taxicaller.net/dispatch-console/passenger-blacklist

7. Are you set as “Open” at that time?

If the requested pickup time is outside your company’s opening hours, the booking will be rejected.

Double-check your opening hours here: https://app.taxicaller.net/dispatch/settings/companies

8. Do Booking Options Match Your Vehicles?

Bookings may fail if the requested vehicle type does not match any available vehicles in your fleet. Common examples include:

• Wheelchair capability
• Number of passengers
• Large vehicle requests
• Premium vehicle classes

Make sure your vehicle classes and booking options match your fleet configuration.

Vehicle Classes: https://app.taxicaller.net/dispatch/vehicles/classes Booking Options: https://app.taxicaller.net/dispatch/vehicles/booking-options

9. Still Not Working?

If the problem persists, please contact our support team and include the following details:

The exact error message

• Pickup and drop-off locations
• The requested pickup time
• Which platform was used (Passenger App, Web Booking, or API)
• Why you believe the booking should be possible

This information will help us investigate the issue more quickly.