Calendar problems and how to fix them

Most calendar problems come from dates, time zones or participation limits. Go through this list before you contact support.

Check your calendar before launch

1. Check the Period (or each door's dates) and the year.
2. Check the campaign's Timezone under Settings > Localization.
3. Check the campaign's start and end date in the publish settings. They must cover all doors.
4. With the advanced calendar, open every day in the Calendar: Day dropdown and check that it has a page.
5. Open Preview, pick each date in the toolbar and play the day.
6. Check the participation limit and the prizes (and that there are enough codes).

No door opens

• The dates are in the past or in another year. This happens when you copy last year's campaign or use an older template. Set the new dates on the calendar's Content tab.
• The campaign hasn't started or has ended. The campaign's start and end date decide whether people can play at all. Make them cover the calendar's period.
• Today has no door. If the period hasn't started, is over, or has a gap (with Individual dates on doors), no door is active. On those days, even past doors can't be opened.
• Today's door is turned off. With Individual dates on doors, check that the door's Enabled switch is on.
• The calendar has more than 30 doors. Only 30 doors are shown. Make the period shorter.

A door opens on the wrong day or at the wrong time

• Time zone: a new door opens at midnight in the campaign's time zone, not in the visitor's time zone. A campaign set to Copenhagen time opens the next door at midnight in Copenhagen, which is 6 pm the day before in New York. Set the right Timezone under Settings > Localization. For campaigns across time zones, consider one campaign per language and time zone.
• Individual dates: with Individual dates on doors, a door opens and closes at the times you set. Check the times, not just the dates.
• Advent calendar: each door is open for its whole period, normally a week from Sunday to Saturday.
• Randomize door order only changes where doors are on the page. Door 7 still opens on day 7, wherever it is shown.
• The number on the door looks wrong: in the Christmas calendar and the calendar, the number is the day of the month. A calendar from 28 March to 8 April shows 28, 29, 30, 31, 1, 2 … Use Hide numbers on doors and images with your own numbers, if you want 1 to 12.

I want to test a future day

You can't open future doors in the live campaign. Use the preview:

1. Click the link button in the top bar, choose Preview and open the preview link.
2. Choose the day's date in the date list in the preview toolbar.
3. Open the door. In the preview, every day can be opened.

See Preview and test your campaign.

People can't open yesterday's door

That is the default: only today's door opens. Turn on Allow clicking past days to let people catch up. Doors for coming days stay shut.

If people can open past doors but still can't play, check the participation limit:

• With Once, people can only take part one time in the whole campaign, so they can only play one door. Choose Daily for a calendar.
• With Daily, the limit counts plays per day, not per door. Someone who already played today's door can't also catch up on yesterday's door today, unless you raise the Number of times you can participate per day.

See Limit how often people can play.

Clicking a door does nothing

• It isn't today's door. Only the active door (and, if allowed, past doors) can be opened.
• With the advanced calendar, the day has no page. Choose the day in the Calendar: Day dropdown, build the page and click Update.

The wrong prize is behind a door

• With the advanced calendar, open the day in the Calendar: Day dropdown, click the game and check its prizes. Copied days need their prizes checked.
• With one shared game, check each prize's Active period. On campaign day counts from the campaign's start date, not from the first door. If the campaign starts on 25 November and the first door is 1 December, campaign day 1 is 25 November.
• Prize schedules are checked every hour, so a change can take up to an hour to apply.

A prize runs out or codes are used up

A prize can't be won when it is sold out or its unique codes have run out. Then people get the "no win" result. Upload more codes or raise the quantity on the prize. To spread a prize over all days, use Reset amount daily. See Discount codes and Prize schedules, prize pools and other prize add-ons.

Editing a calendar that is already live

• You can change texts, images and prizes at any time. Click Update to publish.
• Don't change the Period while the calendar is live. With the advanced calendar, days are stored by number, so moving dates moves content to other dates, and making the period shorter deletes day pages.
• Turning off the Advanced calendar add-on deletes all day pages.
• Changes to a future day are safe: nobody can see it yet.

Phones show only one door, or no door

Only show active doors on mobile is on. Phones then show only today's door, and no door on days without one. Turn it off to show the full calendar on phones.

Calendar completion shows no numbers

Calendar completion on the campaign Dashboard is only for calendars with the Advanced calendar add-on. It counts how many visitors opened each door.