Hi SimplyBook Support Team,
I’m reaching out regarding a critical issue with webhook delivery on
our account (coachinghq), which has now been down for over 22 hours.
Since 2026-08-31 20:13 JST, no webhooks have been delivered to any
of our configured endpoints (Make.com and Zapier), despite bookings
continuing to be created normally through both the admin panel and
the public booking form.
We suspect this may be related to an internal rehearsal we performed
on 2026-08-29 to 08-30, during which we switched our Callback URL
multiple times while testing a new integration scenario. Per your
documentation, only up to 5 active subscriptions are allowed per
event, with the oldest being automatically deactivated when exceeded.
However, when we checked via REST API (GET /admin/webhooks), our
subscription table was completely empty - not deactivated, but
entirely missing.
We re-created 4 subscriptions via POST /admin/webhooks (new_client,
new_booking, change_booking, cancel_booking), and confirmed via
GET /admin/webhooks that all 4 show is_active=1. Despite this, new
test bookings still do not trigger any webhook delivery. Our Make.com
webhook logs confirm zero POST requests received since 20:13 JST.
At this point, we urgently need your team’s investigation on the
backend to understand what is happening. Since we are not certain
which department handles this type of issue, please connect us with,
or escalate to, the appropriate specialist who can look into our
account directly.
We would appreciate clarity on:
- Why our subscription table was empty despite correct Callback URL
configuration in the admin UI - Why webhooks are still not being delivered after re-creating active
subscriptions - Whether there is any account-level flag preventing delivery
- The expected timeline for resolving this
This outage is directly affecting our business operations - bookings
are not propagating to our internal systems, and we have a major
platform migration scheduled for 2026-09-07 that depends on stable
webhook delivery. We would appreciate this being escalated promptly
rather than requiring an extended investigation period.
Account: coachinghq (coachinghq.simplybook.asia)
Callback URL: https://hook.us2.make.com/572pte3f16o15cnne7w52jt29ov1lsa6
We look forward to your response.
Kind regards,
Toshiyuki Miura
HQ Inc.