# \[#1417\] getStartTimeMatrix returns wrong time slot
**URL:** https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417
**Category:** Bug Reports
**Tags:** migrated, redmine-1417
**Created:** [June 5, 2025, 4:41am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417 "2025-06-05T04:41:12Z")
**Posts on this page:** 11
**Page:** 1
### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [June 5, 2025, 4:41am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/1 "2025-06-05T04:41:12Z")
**Migrated from Redmine #1417** | _Author: Ngoc Phung_
_Status: Closed | Priority: Immediate, there is BUG! | Created: 2025-06-05_
* * *
hi, I see that my provider is available all day but there is no start time returned from getStartTimeMatrix. can you explain why?
the account is [https://magnet.secure.nobia.enterpriseappointments.com/](https://magnet.secure.nobia.enterpriseappointments.com/)
Content-Type: application/json
X-Company-Login: magnet
X-Token: \*\*\*
{
“jsonrpc”: “2.0”,
“method”: “getStartTimeMatrix”,
“params”: [“2025-06-08”, “2025-06-08”, 4, [1177], 1],
“id”: “1234”
}
---
### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [June 5, 2025, 4:57am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/2 "2025-06-05T04:57:22Z")
**Ngoc Phung** wrote:
the same as 2025-06-15, there is no time slot returned from getStartTimeMatrix but I couldnt see anything that could block his availability
---
### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [June 5, 2025, 4:57am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/3 "2025-06-05T04:57:34Z")
**Ngoc Phung** wrote:
pls help to check and advise asap
---
### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [June 5, 2025, 7:19am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/4 "2025-06-05T07:19:57Z")
**Redmine Admin** wrote:
Hi, it could be provider is linked to a service and service is not available, or you use calendar sync plugin or appointments at fixed time plugins or something else
---
### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [June 5, 2025, 7:21am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/5 "2025-06-05T07:21:39Z")
**Ngoc Phung** wrote:
no I have checked everything, the provider is not off on jun 6 or 15, he has no external events or booking, service is also available. We dont use appointment at fixed time.
---
### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [June 5, 2025, 7:27am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/6 "2025-06-05T07:27:25Z")
**Redmine Admin** wrote:
please check availability for this provider on your booking site, if you see slots or not and give us the booking link to it on your booking site, so we can see if something is wrong
---
### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [June 5, 2025, 7:43am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/7 "2025-06-05T07:43:23Z")
**Dmytro Bondarev** wrote:
Hi, there is an event in external calendar.
Unfortunately it seems there is some issue and it was not displayed in calendar in SB. we are working to fix it.
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### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [June 5, 2025, 7:50am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/8 "2025-06-05T07:50:09Z")
**Ngoc Phung** wrote:
that’s interesting because I have checked with the provider and there is no event on those 2 days on his personal calendar. Please help to keep me posted after the issue with external events sync is fixed from your side.
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### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [June 5, 2025, 8:43am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/9 "2025-06-05T08:43:06Z")
**Dmytro Bondarev** wrote:
Hi, issue is fixed now.
You can see the external event now in SB.
Let me know if you need an event id.
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### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [June 5, 2025, 8:50am UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/10 "2025-06-05T08:50:43Z")
**Ngoc Phung** wrote:
thank you so much Dmytro I can see the events on SBM calendar now. I will ask the provider to try resync first to see if the events are updated correctly, if not I will get back asking for more help, please keep this ticket opened.
---
### Author:  [@system](https://tech-support.simplybook.me/u/system)
#### Post date: [February 16, 2026, 4:21pm UTC](https://tech-support.simplybook.me/t/1417-getstarttimematrix-returns-wrong-time-slot/1417/11 "2026-02-16T16:21:56Z")