<body><main xmlns:jcm-link-man="http://jorsek.com/content-management/modules/linkmanagement" role="main"><article role="article" id="troubleshooting-8876" aria-labelledby="ariaid-title1"><h1 class="title topictitle1" id="ariaid-title1"><span class="keyword">Vello</span> shows a <samp class="ph msgph">There is an issue with your appointment because previous selections are unavailable</samp> error message in the <span class="keyword wintitle">Appointment Booking</span> screen</h1><div class="body troublebody"><div class="bodydiv troubleSolution"><section class="section cause"><h2 class="title sectiontitle" id="you-removed-information-from-your-pims-that-vello-used-for-a-visit-type-in-online-booking-0"><span class="ph">You removed information from your PIMS that <span class="keyword">Vello</span> used for a visit type in online booking</span></h2><div class="p"><span class="ph"><span class="keyword">Vello</span> shows the error message if you removed these types of information from your PIMS</span>:<ul class="ul"><li class="li"> Rooms or resources</li><li class="li">Staff members</li><li class="li">Appointment types for <dfn class="term">planning guides</dfn> <span class="ph">(<span class="keyword">ezyVet</span> only)</span></li><li class="li">Appointment types for calendar templates (<span class="keyword">Cornerstone</span> only)</li><li class="li">General appointment types for your PIMS</li><li class="li">Departments <span class="ph">(<span class="keyword">ezyVet</span> only)</span></li></ul></div></section><section class="section remedy"><h2 class="title sectiontitle" id="change-the-pims-information-that-you-configured-for-the-visit-type-0">Change the PIMS information that you configured for the visit type</h2><ol class="ol steps"><li class="li step stepexpand"><span class="ph cmd">Open <span class="keyword">Vello</span> from your PIMS.</span><div class="itemgroup info">
                    <div class="note note note_note"><span class="note__title">Note:</span> If you use <span class="keyword">Cornerstone</span>, sign in to <a class="xref j-external-link" href="https://mycornerstone.idexx.com" target="_blank">mycornerstone.idexx.com</a> to get access to <span class="keyword">Vello</span>.</div>
                </div></li><li class="li step stepexpand"><span class="ph cmd">In the <span class="ph uicontrol">Appointment Types</span> section of the <span class="keyword wintitle">Appointment Booking</span> screen, select the pencil button for visit type that shows the error message.</span><div class="itemgroup stepresult"><span class="keyword">Vello</span> shows an <span class="keyword wintitle">Edit:</span> dialog box.</div></li><li class="li step stepexpand"><span class="ph cmd">Find the section in the <span class="keyword wintitle">Edit:</span> dialog box that shows a red color and a <samp class="ph msgph">Please select an available</samp> error message.</span></li><li class="li step stepexpand"><span class="ph cmd">Change the selection to information that is available in your PIMS.</span></li></ol></section></div></div><nav role="navigation" class="related-links"><div class="familylinks"><div class="parentlink"><span class="hd-label">Parent topic:</span> <a class="link" href="/browse-documentation/for-practices/vello/troubleshooting">Troubleshooting</a></div></div></nav></article></main></body>

Neo and Cornerstone customers: Vello cannot find a client's mobile phone number when the client tries to sign in to the Vello client portal

If you have problems with Vello, use this troubleshooting information.

Troubleshooting

Vello shows Two-way messaging is currently turned off after you complete SMS registration

Vello shows a There is an issue with your appointment because previous selections are unavailable error message in the Appointment Booking screen

browse-documentation/for-practices/vello/troubleshooting/vello-shows-a-there-is-an-issue-with-your-appointment-because-previous-selections-are-unavailable-error-message-in-the-appointment-booking-screen

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                <div class="div cta-text">Find out what Vello can do for you</div><a class="xref j-external-link" href="https://software.idexx.com/vello" target="_blank">Try Vello</a>
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<body><main xmlns:jcm-link-man="http://jorsek.com/content-management/modules/linkmanagement" role="main"><article role="article" id="topic-o4accukz" aria-labelledby="ariaid-title1"><h1 class="title topictitle1" id="ariaid-title1">Vello-featured</h1><div class="body accordions-wrapper"><p class="shortdesc"></p><div class="div accordions-heading">Featured content</div><div class="div accordion-container">
            <div class="div accordion-item">Middle River Veterinary Hospital elevates client communication and preventive care with Vello</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Middle River Veterinary Hospital, a practice in Verona, VA, adopted Vello in August 2024 to modernize client communication and reduce the burden on their lean front-desk team. By replacing manual reminder processes with automated appointment confirmations, two-way SMS, and preventive care checklists, the practice saw stronger compliance with fecal testing and wellness bloodwork, fewer interruptions from phone calls, and a better overall client experience.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/middle-river-veterinary-hospital-elevates-client-communication-and-preventive" target="_blank">More</a>
            </div>           
            <div class="div accordion-item">How Hays Towne Veterinary Hospital upgraded client communication with Vello</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Hays Towne Veterinary Hospital, a single-doctor general practice in Hudson, Florida, has long prioritized high-quality care for pets and seamless client communication. With a commitment to staying ahead in technology, Practice Manager Leanne Ridenour sought a modernized solution to enhance appointment scheduling and client engagement.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/improving-veterinary-client-communications-a-case-study" target="_blank">More</a>
            </div>
            <div class="div accordion-item">Introducing Vello to your client base (PDF)</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Read about tips and tricks to introduce Vello to your clients, and tools to help drive Vello adoption and engagement.</div><a class="xref j-external-link" href="https://vello.deploy.heretto.com/v4/deployments/Qh0rOZ3ZqeETpqiOjvuB/object/ed3c3a75-5286-42a2-bab5-0e2f2ac22dc3?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJodHRwczovL2pvcnNlay5jb20vZXpkX29yZ2FuaXphdGlvbiI6ImV6eXZldCIsImh0dHBzOi8vam9yc2VrLmNvbS9lemQvb2JqZWN0X3V1aWQiOiJlZDNjM2E3NS01Mjg2LTQyYTItYmFiNS0wZTJmMmFjMjJkYzMiLCJleHAiOjE3ODQ5MzYyMTAsImp0aSI6ImYzNWRiMzU2NjI4MjQ4NTFhODNlOTIwMzU1ZDVjYzE5IiwiaHR0cHM6Ly9qb3JzZWsuY29tL2V6ZF9maWxlc2V0IjoiUWgwck9aM1pxZUVUcHFpT2p2dUIifQ.7LHCKT_abba4dHkKG1_-e81mO0ogxJBmoGPpSWF7pHQ&amp;response-content-disposition=filename%3D%22vello-lets-talk-about-recommended-care-1.pdf%22" target="_blank">More</a>
            </div>
            <div class="div accordion-item">Let's talk about recommended care (PDF)</div>
            <div class="div accordion-content">
                <div class="div accordion-text">The recommended care feature in Vello delivers personalized service suggestions to pet owners, based on your PIMS settings. Each recommendation includes a clear explanation of why it's needed, helping improve understanding, follow-through, and trust.</div><a class="xref" href="/discover-resources/lets-talk-about-recommended-care">More</a>
            </div>
            <div class="div accordion-item">Printable Vello flyers for your practice </div>
            <div class="div accordion-content">
                <div class="div accordion-text">Use these PDF flyers to make it easy for your clients to download the Vello app and to send text messages to your practice.</div><a class="xref" href="/discover-resources/printable-vello-flyers-for-your-practice">More</a>
            </div>
            <div class="div accordion-item">ezyVet customers: Clients can add a new pet in the Vello client portal</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Vello makes it easy for clients to add new pets and make appointments for them directly in the Vello client portal.</div><a class="xref j-external-link" href="https://docs.ezyvet.com/en/browse-documentation/vello/vello-for-practices/configuration/about-client-changes-to-pets-in-the-vello-client-portal" target="_blank">More</a>
            </div>
            <div class="div accordion-item">How Windsong Veterinary Hospital Streamlined Client Communication with Vello</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Windsong Veterinary Hospital, a newly established general practice in Prosper, Texas, set out to build a modern, efficient clinic from day one. With a focus on seamless operations and excellent client communication, they selected ezyVet as their practice management system and sought a client engagement solution that could integrate effortlessly. </div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/new-veterinary-practice-streamlining-client-communications-a-case-study" target="_blank">More</a>
            </div>
            <div class="div accordion-item">Vello helps Southside Animal Hospital increase their fecal samples to more than 5 per day</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Southside Animal Hospital, a fast-paced one-doctor practice in Lansing, Michigan, knew it was time to modernize client communication. Using Neo as their PIMS, Practice Manager Teresa Marhofer set out to introduce automation that would save staff time and better engage clients. When they implemented Vello, they expected improved workflows. What they didn’t expect was a dramatic rise in fecal compliance, increased staff efficiency, and a noticeable lift in client satisfaction—all in the first week. </div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/how-vello-helped-southside-animal-hospital-increase-their-fecal-samples" target="_blank">More</a>
            </div>
            <div class="div accordion-item">Webinar: Seamless Connections</div>
            <div class="div accordion-content">
                <div class="div accordion-text">From missed reminders to disconnected systems, client communication can easily become fragmented. But it doesn’t have to be. In this on-demand webinar, we’ll explore how to simplify your workflows, improve client engagement, and create a more connected, efficient practice—without adding more to your plate.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/webinar/seamless-connections" target="_blank">More</a>
            </div>
            <div class="div accordion-item">How Animal Care Clinic Increased Fecal and Preventive Care Bloodwork Compliance with Vello</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Animal Care Clinic, a three-doctor general practice in North Canton, Ohio, has always prioritized staying ahead with the latest veterinary technology. After transitioning from paper records to ezyVet in 2020, they sought new ways to enhance client communication and compliance. In October 2023, they joined Vello’s beta program, expecting to strengthen client engagement by reaching more clients through an improved, fully integrated workflow.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/how-animal-care-clinic-increased-fecal-and-preventive-care-bloodwork" target="_blank">More</a>
            </div>
        </div></div></article></main></body>

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Vello shows a `There is an issue with your appointment because previous selections are unavailable` error message in the Appointment Booking screen

You removed information from your PIMS that Vello used for a visit type in online booking

Change the PIMS information that you configured for the visit type

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