If an Optune booking is missing or out of date in your external calendar, first compare it with the saved booking in Optune. Then check which feed you subscribed to, the feed's settings and whether your calendar provider has retrieved the latest information.
This guide is for booking agents using agency or artist feeds in Google Calendar, Apple Calendar or another calendar application. For initial setup, see Subscribe to agency and artist calendars.
What should I check first?
Open the booking in Optune and confirm the saved artist, show date, operational period and intended changes.
Identify the subscription that should contain the booking: agency or one artist, public or private.
In the external calendar, check the selected account and make sure that subscription is visible.
Check the feed settings and allow for the provider's refresh interval.
If the difference remains, collect one specific example for support.
Use the live Optune booking for an urgent production decision while you investigate. Do not move or delete the real booking merely to make an external calendar display look different.
Why is a booking missing?
Possible cause | What to check |
The wrong artist or agency feed | An artist feed covers that artist. Use the appropriate agency feed for an agency overview, or separate feeds for selected artists. |
A public feed is being used for an unpublished booking | Public feeds contain published bookings. Confirmed and Published are separate. Publish a booking only if it should actually be public; otherwise use an appropriate private feed. |
A Request or canceled booking is excluded | Review whether the private feed is configured to include booking requests and canceled bookings. Compare the selection with the specific entry you expected to see. |
The subscription is hidden or belongs to another account | Check the calendar list, selected account and visible date range on that device. |
The private feed has been revoked or replaced | Check the feed entry in Optune and update the subscription if a replacement URL was issued. |
The provider has not refreshed yet | Allow time after saving changes and compare again. Provider refresh timing is separate from an Optune page refresh. |
If a public feed seems to stop after a particular month, check whether later bookings have their Published label enabled. Do not assume a new feed is needed just because later shows have not been published.
Why are changes delayed or never updating?
External calendar subscriptions may not show changes immediately. After saving a change in Optune, allow time for the calendar application or provider to retrieve the updated feed. Refresh timing depends on the service and its settings; Optune cannot promise a fixed refresh deadline.
Check whether you subscribed to the URL or imported a downloaded calendar file. An imported file is a separate copy and does not keep retrieving later changes. A URL subscription is the correct setup when you need continuing updates.
On a Mac, Apple Calendar provides View > Refresh Calendars. For a subscribed calendar, Control-click its name, choose Get Info, and review Auto-refresh. See Apple’s refresh instructions for Mac and select your macOS version. Refreshing the Optune browser page does not force Google or another provider to fetch a feed immediately.
If the calendar looks correct on the provider’s website but differs on your phone, check the phone’s selected account and whether the calendar is visible. For the Google Calendar app, follow Google’s troubleshooting for iPhone and iPad or Android.
Why does the displayed date or time differ?
If your calendar shows an all-day entry, open it and check whether its description contains the performance times. Compare the actual entry with the saved booking; do not infer the show time or duration from the calendar tile alone.
The show start and end are different from the operational period, which can include preparation, travel and return days. Check the source fields in Optune before changing anything. A visual all-day entry is not by itself evidence that your show time is missing.
If an actual date or time differs, compare the exact source value with the calendar description and check the calendar application's time-zone and display settings. Send support both values and the relevant time zone; do not guess a replacement show time. See Operational period for agency bookings.
Why are contacts, schedules or other details missing?
Private feeds have configurable categories. Open the specific feed in the relevant Integrations tab and review which categories are enabled. If you change a setting, save it and check the configuration again. Then compare the actual external entry after the provider refreshes; a selected category alone does not confirm which details have reached that calendar.
Check that the information is actually filled in on the booking. For example, enabling Schedules cannot display a schedule that has not been entered. Also review the intended recipient's access and the separate rules for deal information.
Do not enable every category just to troubleshoot one missing detail. Feed settings can expose internal information. Check the precise category needed and the intended audience. Requests have their own feed option; do not assume a feed has exactly the same content as a public website or a particular app view.
Why do I see duplicates, or why can I not copy the URL again?
Check whether the same booking appears through both an agency feed and an artist feed, through two subscriptions to the same feed, or through an old import as well as a live subscription. Review the source calendar of each visible entry. Remove an unnecessary subscription or imported copy only after identifying it; do not delete the Optune booking to fix a display duplicate.
A private feed's full URL is shown once, when it is created. The masked key in the list cannot be used as a subscription URL. If the complete URL is no longer available, create an appropriate replacement feed and update the external subscription. If a private feed URL has been exposed, contact support about revoking or replacing it and review the subscriptions that use it. Do not assume that changing access removes entries already copied or cached by an external calendar.
What should I send Optune support?
Your role and agency, the affected artist, and a link to one example booking with its show date.
Whether the feed is agency or artist, public or private, plus its name and relevant enabled categories. Do not post its private URL publicly.
The calendar provider, device, application version and time zone.
What you expected, what you see instead, and when you saved the change.
Whether the problem also appears on the provider's website or only on one device.
Provide a cropped screenshot with unrelated personal information and private feed URLs excluded. If support needs sensitive diagnostic information, agree on the appropriate private support channel. See Contact Optune support as a booking agent.