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How to reach us, what to include so we can help on the first reply, and the questions we are asked most.

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Contact us

Email [email protected]. That address reaches the people who build Peak Scheduler, not a ticket queue that routes somewhere else.

We reply within one business day, Monday to Friday. Something that has stopped bookings being made is treated as urgent and is picked up outside those hours.

What to include

Most problems are diagnosed from four things, and sending them up front usually saves a round trip:

  • Your workspace — the subdomain you sign in on.
  • What you expected to happen, and what happened instead.
  • The approximate time it happened, and the time zone you are in.
  • The booking, meeting type or rep involved, where the problem is about a specific one.

Never send us a password. We will never ask for one, and we do not need one to investigate anything.

Common questions

A rep's availability looks wrong

Peak Scheduler only ever offers times that are free on the rep's connected Microsoft 365 calendar, narrowed by the workspace's business hours and by any hours the rep has set for themselves. If the offered times look wrong, check in this order: the rep's calendar is still connected on the Integrations page; the meeting type's buffers, notice period and booking window; and the rep's own working hours. A rep's hours can narrow the workspace's hours but never widen them.

A meeting has no Zoom link, or has a Teams link instead

When an online meeting cannot be created — the Zoom account is disconnected, its authorisation has expired, the rep's email does not match a user in the connected Zoom account, or Zoom's daily limit on creating meetings has been reached — Peak Scheduler books the meeting with a Microsoft Teams link rather than failing the booking, and flags it. An administrator can see which bookings were affected in the admin panel, where the booking shows a location fallback badge.

Reconnecting Zoom on the Integrations page fixes it for subsequent bookings. A booking that already fell back keeps its Teams link; rescheduling it creates a fresh meeting using whatever is connected at that point.

Zoom says my connection is broken

Zoom authorisations expire and can be revoked from the Zoom side. When we can no longer refresh one, the connection is marked broken on the Integrations page rather than being deleted, so it is clear which account needs reconnecting. Click connect again to restore it.

A meeting is not appearing in HubSpot

Writeback needs HubSpot connected for the workspace and a contact that can be matched by email address. If a prospect books with an address HubSpot does not hold, there is no contact to write the meeting against. Check the connection on the Integrations page first, then the contact's email address.

Our custom domain is not working

A custom domain has to pass two independent checks before it serves traffic — ownership and certificate issuance — and it will not work until both are complete. Both are shown in the admin panel. If one is stuck, send us the domain and we will look at it from our side.

The HubSpot card does not appear on a contact

Installing the app does not place the card. A HubSpot administrator has to add it to the contact record layout once, under Settings → Objects → Contacts → Record customisation. A deployed but unplaced card looks identical to a broken one from the rep's side, and this is the usual explanation.

Security

To report a vulnerability, email [email protected] with the detail needed to reproduce it. We will acknowledge it, keep you updated while we fix it, and we will not pursue anyone who reports in good faith and does not access or modify data belonging to other customers.

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