Troubleshooting Zoom issues

YouCanBookMe's integration with Zoom is a convenient way to generate unique Zoom links for all of your bookings with no gate crashing. 

Follow this guide to troubleshoot any issues you may have starting the Zoom meeting. 

This feature is available on all plans.

In this article:

• Client did not receive the Zoom link
• Meeting has not yet started
• Waiting for host
• Team member not assigned a Zoom account
• "Sorry we don't have access to this Zoom account"
• Booker in a different Zoom room
• Error with Alpha only passwords

Client did not receive the Zoom link

To ensure your client receives the unique Zoom link for their meeting, YCBM included the shorthand code {LOCATION} in your confirmation emails and calendar event description. Turn on "Invite participants to your calendar event" to add the meeting to the booKer's calendar. 

You can create a separate reminder email a few minutes before the start of the meeting with a quick "Here's your Zoom link for our call" if necessary. 

Meeting has not yet started

If you click on the unique Zoom link and see the message "the meeting has not yet started" that means the Zoom link is not active.

Zoom links generated through YouCanBook.me become active 24 hours before the start of the meeting. If you click on the link more than 24 hours before the start time, you won't be able to start the meeting. 

Waiting for host

When you integrate your Zoom account with YouCanBookMe, we will generate Zoom links from that specific Zoom account. As long as you are logged into the same Zoom account that you've integrated with YCBM, you'll be recognized as the host when you click to join the meeting. 

If you click on the unique Zoom link and see a message in your Zoom client "waiting for host" that means that the unique Zoom link was generated under a different integrated Zoom account than the one you're currently logged in.

To see which account the link was generated from, log in to YCBM and open your Integrations page. Next to your active Zoom integration, you'll see "We hold an authorization from you for the xxxxxx Zoom account." 

Login to this account to activate your meeting.

Team member isn't assigned a Zoom account

When you're setting up a booking page with Zoom, it's important to assign each team member to their individual Zoom account. You'll see this in each team member's profile under Who Calendar & Teams > Team Member Zoom account.

If a Zoom account hasn't been assigned to them, the booking page will still try to generate a Zoom link. 

• If the team member does get assigned a booking before the start of the meeting, the system will still try to generate a Zoom link from the Account Owner's Zoom account. 
• If the Account Owner also doesn't have a Zoom account integrated, the Zoom link won't be able to open.

"Sorry we don't have access to this Zoom account"

There are two reasons why YouCanBookMe may have lost access to your Zoom account.

Access token expired

If you haven't taken bookings in a while, or used Zoom through YCBM, you may find our access to your Zoom account has expired. If this is the case and you see this error message, you can log in to YCBM and on your Integrations page, reauthorize the integration. 

Zoom integrated with multiple YouCanBookMe accounts

Zoom does not allow an account to be integrated with more than one YCBM account. Adding the same Zoom credentials to multiple YCNM accounts will invalidate our access token provided by Zoom. 

If you are on a team account, have the Account Owner or an Administrator open the Team Management page and click Manage next to each team member to see which team members may be sharing Zoom credentials.  

Booker in a different Zoom room

YouCanBookMe does not currently support group bookings with the Zoom integration. If you are allowing multiple people to book in the same time slot, they will each be sent to different Zoom rooms.

We recommend using a static Zoom link for group bookings. 

Alpha only password warning

YouCanBookMe doesn't support Alpha only passwords inside of Zoom. To use the native Zoom integration you or someone with admin access will need to change things.

This article may help: How to set passcode complexity requirements in account settings. 

For further questions, contact our team at support@youcanbook.me.

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