Matrix Booking Knowledge Base
Matrix Booking Knowledge Base

Why are my bookings being cancelled by "service365" user?

Problem / Question

  1. Why are my bookings being cancelled by service365 user?

  2. I don’t know who the service365 user is. What do I do?

Solution / Answer

If you’re organisation uses our Microsoft 365 integration and a booking that’s synced between Matrix Booking and Microsoft 365 has been cancelled using Microsoft 365, Matrix Booking receives a booking cancellation notification from Microsoft 365 without any information on who cancelled the booking or why. The only information that Matrix Booking receives is that the booking was cancelled by a service 365 user.

If you’d like more information about the booking cancellation, you need to speak to your IT Team. They will be able to use Message Trace under Mail Flow in Microsoft’s Exchange admin center to see if the resource (the room) sent any notifications.

Note: if you’re using Microsoft products to complete actions, you need to seek Microsoft guidance and support. If you’re using Matrix Booking products to complete actions, see our guidance or contact our Support Team .