API Troubleshooting

If you are using our API and think that something is not working correctly, we will require both the full request and full response from your web developer before we can look into it for you:

  • Full Request - example here
  • Full Response - example here

This is so that our tech team can effectively look into the issue for you. Without the above, we will not be able to assist.


1. We are creating our own check out and would like to add customer fields eg ‘Comments’. How do we include this as part of our check out?

You will just need to pass the value to the bookings API with the key custom_field_value

2. We are creating our own check out using the Collins API. We know that we have to still take payment through the Collins iFrame. How do we customise the payment page?

  1. Tell us a URL of a stylesheet (that has to be on an HTTPS connection for us to load it) and what you want to use it for (eg app/website)

  2. We add this CSS URL to our system for your venue group, with a name eg app

  3. When you add the form to your page, you add some code to tell our page which CSS to load, eg

<script> DMN.val('stylesheet', 'app'); </script>

  1. When the booking form loads, it will also load your CSS so you can override whatever is on the book page. You should add stylesheet=app to the end of the URL that you will be sending the user to (to take payment).

3. We are recording the stages of the booking during live service on our tills. Would it be possible to update the status of the booking in Collins through the API?

If you have access to our Bookings Endpoint, you will be able to set the stage of a booking.

To do this, you would need to send a regular POST to update a booking, specifying the current_stage field like this:

  current_stage: 'arrived'

The possible standard stages that you can set have the following values:

  • arrived
  • seated
  • dessert
  • bill
  • left

4. We are using the API to look into pre-ordered items. We have set for our pre-order items to have item customisations within Collins. How do these customisations display in the API response?

Here is an example of a pre-order with a single item that has a single option added:

  "id": "5b5de8873806c8176564bc82",
  "created_date": "2018-07-29T17:17:11",
  "name": "Joe McBurger",
  "email": "joemcg@example.com",
  "items": [
      "id": "5b224eb9f366247fd128537c",
      "menu_id": "5b224a75b22f5950761cd374",
      "name": "Eggs Royale",
      "quantity": 1,
      "total": 12,
      "type": "food",
      "sub_type": "brunch",
      "options": [
          "label": "Large",
          "values": [
              "label": "Large",
              "price_change": 5
      "price": 12,
      "base_price": 7,
      "options_price": 5,
      "options_string": "Large",
      "for_name": "Joe",
      "discount_value": 0
  "total_cost": 12,
  "amount_paid": 0,
  "source": "customer",
  "status": "complete",
  "service_charge_percentage": 0,
  "service_charge_amount": 0,
  "total_discount": 0

The label and options_string refer to the customisation of the pre-order item.

5. I’m querying the API and noticed that my response is missing cancelled bookings. Is there a way to include rejected bookings?

The API defaults to just including bookings that are new, in progress or confirmed. Any rejected bookings will not be included.

If you would like to include rejected bookings, you can change the query to include &status=include_rejected.

Alternatively, if you are looking to just return rejected bookings, you can query by &status=rejected.

6. How do I know if the customer is currently opted in for any marketing preferences?

The opt-in and opt-out date in the API will always record the most recent time the customer has opted in/out for that marketing preference.


  • If the customer has not opted in for marketing preferences, you will not see the marketing_preferences within their user response.

  • If the customer has opted in for the marketing preference, the most recent date that they have opted in for that preference will be recorded as opt_in_date.

  • If the customer has since opted out of the marketing preference, the most recent data that they opted out will be recorded as the opt_out_date.

  • If the customer has opted in, opted out and then opted in again - the opt-in date will be the most recent time that they opted in. The opt-out date will still keep the value of the opt-out date.

As such, if you are looking for customers that are currently opted in for marketing, you would want to use the following logic:

1) There is an opt-in date but no opt-out date.


2) If there is a value for both opt-in and opt-out date - check that the opt-in date is more recent than the opt-out date.

Please note: for any customers that opted in before GDPR changes, their opt-in date will display as 25th May 2018 as a default.

7. Does the API have information about where a booking/enquiry has come from (for example, phone, website, DesignMyNight.com)?

Yes. Within the Bookings API, you will be able to see the source of the booking.

Source source value in the API partner_source value
Own Website partner N/A
DesignMyNight.com designmynight N/A
Manually added into Collins by the team admin This will take the name of the relevant source as set up within Collins. Please note: it’s not compulsory for the team to add the source for enquiries that they manually add. As such, if no specific source has been added, partner_source will not appear.

8. We’ve just made a POST request instead of a GET request by accident. It seems to have deleted the booking types set up within Collins. What happened and what can be done to retrieve the lost data?

Please note that POST, PUT, PATCH and DELETE methods will change data. If you are running these methods within a live Collins environment, you will be changing live settings and data. As such, please only use these methods if you are confident in what you are doing and accept the risks if you break anything.

If this has happened, please contact your Collins Account Manager for advice.

If you would like to be set up with a sandbox account to play around with (to test before making any requests on a live account), please contact your Collins Account Manager to set this up.

9. We are using a POST request to add bookings through the API. We are hitting an error in the response No 'Access-Control-Allow-Origin' header is present on the requested resource'. What should we do?

If you are hitting this error, you should make sure that you are adding source: 'partner'.

10. We are creating our own checkout using the API. We are making requests to the booking-availability endpoint and we are finding that the loading speed is slow. Any advice?

For each request that you make to the booking-availability endpoint, you should include the fields=string parameter so that the API only searches for the thing you’ve specified.

For example, if the customer selects the number of guests and date, and you want to surface the available booking types.

You should use fields=type for the request, so that the API request will only check which booking types are available.

Without using the fields= parameter, the API request will be checking all available booking types, dates, times and durations which will affect the loading speeds.