How to retrieve missing customer information in bookings app

Hi @Family Life Ministries,

Thanks for pointing out this issue.

Based on your description, this behavior may be related to a temporary sync or display inconsistency in Microsoft Bookings, where customer details appear correctly in the Calendar view but not in the Customer page.

To help narrow this down, please try the following:

• Refresh the Bookings page and check again
• Access Bookings in an InPrivate/ Incognito browser session
• Try a different browser or device
• Verify if the issue occurs for all bookings or only specific entries
• Check if editing the booking restores the customer name

If the issue persists across all environments, this may indicate a service-side issue. In that case, I recommend raising a support request with Microsoft so they can investigate further on the backend.

Customer information in Microsoft Bookings is surfaced differently depending on where it is viewed:

• On the booking page, customers enter their basic details (such as name) in the Add your details section. Any additional questions appear in Provide additional information.
• For staff, when opening an appointment from Bookings > Calendar, the customer’s details (including name) and answers to custom questions are visible on the booking calendar entry.
• In reporting/exports for Shared Bookings, customer details such as Customer Name, Customer Email, Customer Phone, and Customer Address are included per appointment, and all custom questions and answers are combined in the Custom Fields column.

If the customer name appears correctly on the calendar view but seems missing on a customer page or report:

1. Verify that the customer name is actually being captured on the booking form:
   • Go to Bookings → Services.
   • Edit the relevant service.
   • In Custom fields, ensure the default customer information fields (including customer name) are enabled (highlighted). If a field is not highlighted, customers are not asked for it and it will not appear later.
   • Save the service and republish the booking page if needed.
2. Check whether the information is being stored as a custom question instead of the standard name field:
   • In Custom fields, review any custom questions created for that service.
   • Remember that all custom questions and answers are exported together in the Custom Fields field in the Shared Bookings TSV report. If the name was collected via a custom question, it will appear there rather than in the standard Customer Name column.
3. Use the Shared Bookings export to confirm what is stored:
   • In Microsoft 365, open Bookings.
   • On the Shared Bookings home page, select Export.
   • Choose the date range and export the TSV.
   • Open the file in Excel and verify:
     • Customer Name column contains the expected names.
     • Custom Fields column contains any additional name-like data if it was collected via custom questions.
4. If a question or field was disabled or deleted:
   • Re-enable it in Custom fields (click so it is surrounded by a highlighted rectangle).
   • Avoid deleting questions from the master list, as this removes them from all services and can cause historical data not to show as expected. Prefer disabling instead.

These steps ensure the customer name is consistently captured via the standard fields and visible both in calendar entries and in customer/report views.

References:

• Add custom and required questions to the booking page
• Reporting information for Shared Bookings
• Create an appointment on behalf of a customer
• Shared Bookings Frequently Asked Questions (FAQ)