[#1422] Request for Assistance: Service Add-Ons Not Loading via API Despite Plugin Activation

API General
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Migrated from Redmine #1422 | Author: Santiago Lobo van Wersch
Status: Feedback | Priority: High, I’m very impatient | Created: 2025-06-14

Hello [Admin/Support Team],

I am reaching out for assistance regarding an issue with the Service Add-Ons feature in our SimplyBook.me integration. Although I have already taken the recommended steps, I am still unable to load service add-ons via the API, and I consistently receive an “Unable to load add-on services” or “Access denied” error.

Here’s what I have already done:
Activated the Service Add-Ons plugin in the SimplyBook.me admin interface.
Enabled the Accept Payments plugin as required for Service Add-Ons.
Configured a payment provider (I am currently using the “Pay Later” option).
Confirmed that add-ons are properly set up for the relevant services in the admin panel.
Verified that my subscription plan supports Service Add-Ons.
Tested the API using both the standard and admin authentication methods (getToken and getUserToken).
Checked plugin activation status via the API using isPluginActivated, which returns true for the relevant plugins.
Despite these steps, the add-ons are still not loading via the API.
I continue to receive “Access denied” errors when calling methods like getProductList and getAdditionalFields, even when using admin credentials and the correct API endpoints.

Possible causes I have considered:
There may be a permissions issue with the admin user account I am using for API authentication.
There could be a backend configuration or API access restriction that is not visible in the admin UI.
The API may require additional configuration or a specific user role/privilege that I am missing.
Could you please:
Confirm that my admin user account has the necessary permissions for all Service Add-Ons API methods?
Check if there are any backend restrictions or additional steps required to enable API access for add-ons?
Advise if there are any recent changes to the API or plugin requirements that could affect this functionality?

If you need any further details (such as error codes, company login, or API request samples), I am happy to provide them.

My company is renasanzsalon

Thank you very much for your help!

Best regards,

Santiago

2

Dmytro Bondarev wrote:

Hello Santiago,

Thank you for your detailed message and for outlining the troubleshooting steps you have already taken. We appreciate the thoroughness of your investigation—it helps greatly in narrowing down the potential cause of the issue you’re facing.

Given that:

The Service Add-Ons and Accept Payments plugins are confirmed to be activated,

The correct payment provider is configured,

Add-ons are properly associated with services in the admin interface,

Plugin status returns as active via isPluginActivated,

And you are using admin-level authentication with the correct token generation method,

…it appears that the issue may be related to one of the following:

How the API requests are being structured and sent (e.g., missing headers, malformed payloads, etc.)

User permission constraints at the API level that might not be reflected in the UI.

To assist you further and pinpoint the root cause, we kindly request the following:

Please provide the raw HTTP requests (including headers and full payload) you are using to get Service Add-Ons.

Any other endpoint where you are receiving “Access denied” or “Unable to load add-on services” errors

The raw requests will help us examine:

The authentication headers and tokens used

The exact structure and syntax of the JSON payload

Whether any required parameters are missing or incorrectly formatted

You can redact any sensitive or identifying information, but please ensure the structural components remain intact.

Thank you again for your patience and cooperation. We’re committed to helping you get this resolved as quickly as possible.

Best regards,
Technical Support Team