After a member books a session (or you initiate one), you can reschedule it directly on the Provider Portal without going through our Care Concierge team.
Go to the Bookings tab on the Provider Portal
Find the specific booking you want to reschedule
Click the three vertical dots (⋮) to open the actions menu and select Reschedule session
Confirm the action in the pop-up
On the panel that has opened up, select the new session date and time
Add comments, if any
Tick the checkbox to confirm that the member has been notified about the reschedule
Click Reschedule session to complete the action
Note: The Reschedule session will be disabled if the checkbox is not ticked there are no changes to the date and time.
A confirmation pop-up will appear
The member will receive an email notification about the reschedule.
The event on your calendar will be automatically updated to the new date and time
📝 Notes:
You cannot reschedule sessions that are ongoing, completed, or cancelled
If the session is starting in less than 24 hours, you will have to cancel and create a new booking. See Cancelling a Session as a Provider
The session duration cannot be changed. To change the duration, cancel the session and create a new booking.
For provider-initiated bookings that are still pending member confirmation, you cannot reschedule the session to a date/time within 24 hours.
Once the member has confirmed the session, you can reschedule it to a date/time within 24 hours.
The Provider must notify the member in advance before rescheduling a session. Rescheduling without the member's knowledge may result in penalties, especially for repeated occurrences. Refer to the Provider Policies