[#1492] Issue with API/Zapier Mapping for Specific Services After November 9

Bug Reports
,
1

Migrated from Redmine #1492 | Author: Joana Brilha
Status: New | Priority: Immediate, there is BUG! | Created: 2025-11-17

Hello,

We would like to report an issue that started on November 9th.

We noticed that several of our services stopped communicating through the API and therefore no longer triggered Zapier workflows connected to our supplier’s internal platform. The affected services are:

Liquid Balance Bonus Session

Trekking Bonus Session

Morning Yoga

Skate Family & Friends (3–5 ppl)

From our supplier’s side, it looked as if these services had been deleted and recreated, which caused the mapping to disconnect. However, we did not change or recreate these services in our SimplyBook.me account. As a result, the services stopped transmitting booking and cancellation information to their platform, and our supplier had to manually remap everything.

Before November 9th, everything was functioning correctly.

This issue has a direct operational impact:
If the supplier does not receive the booking information through the API, they are not notified and therefore do not run the scheduled activity. This has already resulted in clients arriving for their booked service with no staff present, which affects our service quality and customer experience.

We kindly request your help to understand:

Whether there were any system updates or backend changes around November 9 that could have reset or changed service IDs or API references.

How we can prevent this from happening again.

Whether you can help us confirm that the affected services now have stable and permanent identifiers for API/Zapier communication.

This integration is critical to our daily operations, so any support or clarification would be greatly appreciated.

Thank you in advance.

Best regards,

Joana Brilha

2

Redmine Admin wrote:

hi, please contact our Live Help with this issue. System do NOT automatically recreate services or do something like this

3

Joana Brilha wrote:

Redmine Admin wrote in #note-1:

hi, please contact our Live Help with this issue. System do NOT automatically recreate services or do something like this

Hi,

Thank you for your reply.

We will contact Live Help as suggested, but before doing so we would like to document the situation clearly, because this issue has already impacted our operations and client experience.

To clarify: we fully understand that the system does not automatically recreate services. However, from the Zapier/API side, these services appeared as if they were modified, hidden, deleted, or recreated, even though no one on our team made any changes.

As a result, our supplier’s system stopped receiving booking data for several services after November 9th, and this caused real operational issues (clients arrived for scheduled activities while no staff were notified).

Before we proceed with Live Help, could you please confirm whether:

There were any backend changes around November 9 that could have affected service IDs or visibility status?

Any internal process (such as caching refresh, service metadata update, or system maintenance) could temporarily make a service appear hidden or modified via API/Zapier?

Hiding/unhiding a service may affect its API mapping or identifier?

We just need to understand the possible causes so we can avoid this happening again.

Thank you in advance, and we appreciate your assistance.

Best regards,
Joana Brilha

4

Redmine Admin wrote:

we are unable to perform any checks with your data here because user authorization is required for this process and we have no mechanism to do it via API support desk. Please contact Live help.

5

Joana Brilha wrote:

Redmine Admin wrote in #note-3:

we are unable to perform any checks with your data here because user authorization is required for this process and we have no mechanism to do it via API support desk. Please contact Live help.

It was actually your Live Support team who instructed us to contact you, as shown in the attached screenshot.
However, we will reach out to them again to see if they can assist further.

Thank you.

6

Dmytro Bondarev wrote:

to check we need at least your company login.
but i would suggest to reconnect zapier first. if zapier send us error that webhook URL is not active anymore we will not send webhooks to this endpoint.

So please try to reconnect Zapier first.