Overview
When a departure time shows SOLD on the WaveRez Booking Portal, guests cannot book it. Partners also describe this as a time showing sold out, a time slot that says sold, a stop sell, or times that are unavailable or cannot be booked online. There are three usual causes: tickets were closed instead of schedules, all equipment is already booked for that time, or the time has already passed or falls inside the close out time or cut off. This article explains how to tell which one applies and how to fix it.
Prerequisites
You must have Partner administrator access to WaveRez Admin with access to Calendar Controls and Resources > Trips.
Cause 1 — Tickets Were Closed Instead of Schedules
WaveRez has two different Calendar Controls that are easy to mix up. Open/Close Tickets closes specific ticket types at selected times. Schedules Open/Close closes the departure times themselves. If every ticket at a time is closed with Open/Close Tickets, that time shows SOLD on the booking portal. WaveRez recommends never using Open/Close Tickets to close times; use Schedules Open/Close instead, because it is easy to reverse.
Step 1 — Open Calendar Controls > Open/Close Tickets. Select the same Trip, tickets, times, and date range that were closed by mistake, set the control to open, and apply it. The tickets reopen for those times.
Step 2 — If you meant to close the departure time, open Calendar Controls > Schedules Open/Close. Select the Trip from Activity, check the time slots in Schedules, select Close all schedules, set Date from and Date to, confirm the Days, and click Close Schedules. For full steps, see Open and Close Schedules in WaveRez.
⚠️ If WaveRez support has set ticket limits for your TripShock sales, using Open/Close Tickets may change those limits. Contact WaveRez support before using it if you sell on TripShock.
Cause 2 — All Equipment Is Booked for That Time
A time also shows SOLD when every piece of equipment assigned to the Trip is already booked for that time. In this case the time is genuinely sold out. Open Daily (Matrix) for that date to see which equipment is booked. Also check whether any equipment was put in maintenance mode with Calendar Controls > Open/Close Equipment; equipment in maintenance mode shows orange on the matrix and cannot be booked. If equipment was closed by mistake, reopen it with the same control. For how equipment, per-time, and per-day limits combine, see How Availability Works in WaveRez.
Cause 3 — The Time Has Passed or Is Inside the Close Out Time or Cut Off
Online bookings stop for a time once it has passed or once it falls inside a cut off or close out rule. Check these settings on the Trip under Resources > Trips:
Cut Off Hour on the Schedules tab closes online booking a set number of hours before each departure.
Cut Off on the Availability tab closes online booking one day or more in advance.
Default Close Out Time on the Availability tab is the latest time a trip can be out. A ticket whose duration would run past the close out time cannot be booked. For example, with a 4:00 PM close out time, the last 4-hour rental can depart at 12:00 PM.
Calendar Controls > Business Hours can override the close out time for a date range.
Adjust the setting that is cutting the time off, then click Save Changes.
Troubleshoot SOLD Times
Symptom: A time shows SOLD but has no bookings on the matrix.
Cause and resolution: The tickets for that time were most likely closed with Open/Close Tickets, or the time is inside a cut off or close out rule. Reopen the tickets with Calendar Controls > Open/Close Tickets, then check the cut off and close out settings described in Cause 3.
Symptom: Only longer tickets show SOLD late in the day, while shorter tickets are still bookable.
Cause and resolution: The longer ticket would run past the close out time. Change the Default Close Out Time on the Trip's Availability tab, or use Calendar Controls > Business Hours to change it for specific dates.
Symptom: You reopened a time with Schedules Open/Close but it still shows SOLD.
Cause and resolution: The tickets for that time may also be closed with Open/Close Tickets, or the time slot is disabled by default on the Trip's Schedules tab. Default disable cannot be overridden by any Calendar Control. Check both, following Cause 1 above and Open and Close Schedules in WaveRez.