How to Change or Cancel Your Upcoming Sessions

We understand that life can be unpredictable. Whether a meeting ran late or a personal matter arose, you can easily manage your appointments through the Spring Health website or mobile app. Our goal is to make these adjustments as stress-free as possible while ensuring your provider is kept informed.

How to Reschedule or Cancel an Appointment

On a Desktop Web Browser

1. Log In: Navigate to the following link: Spring Health
2. Find Your Session: Locate your upcoming session and click View Session under the specific appointment.
3. Take Action: Under the Manage Appointment section, choose to either Reschedule or Cancel.
   • Rescheduling: You will immediately see your provider’s calendar. Pick a new time and click Reschedule to confirm.
   • Canceling: You will be prompted to confirm your choice. Once confirmed, the session will be removed from your calendar.

On the Mobile App

1. Open the App: Log into the Spring Health app.
2. Find Your Session: Tap the Appointments tab at the bottom of the screen and click Upcoming.
3. Manage: Tap View on the session you wish to change.
4. Take Action: Scroll to the bottom of the appointment details and select Cancel or Reschedule. Follow the prompts to confirm your new time or cancellation.

If you are experiencing technical difficulties and cannot reschedule or cancel through the portal or app, please reach out to us directly for assistance.

Understanding the 24-Hour Policy

To help ensure all members have timely access to care, we require at least 24 hours’ notice for all appointment changes.

• Standard Changes: You may cancel or reschedule your appointment at no cost as long as the change is made more than 24 hours before your scheduled start time.
• Late Changes: If you need to cancel or reschedule within the 24-hour window, you will be prompted to acknowledge a Late Cancellation Notice. To proceed, check the confirmation box and select Cancel Appointment to notify your provider.
• Missed Appointments: If you do not attend your session and do not process a formal cancellation, the appointment will be considered a missed appointment.

Late cancellations, rescheduling within 24 hours, or missed appointments will result in a penalty, such as a late cancellation fee or the loss of an employer-sponsored session, depending on your specific coverage plan.

Official Cancellation Requirements 

To avoid late cancellation and no-show penalties, your appointment must be formally cancelled or rescheduled through the platform outside of the 24-hour window. This formal cancellation can be processed by you, your provider, or our Care Team—however, simply notifying someone of your need to change or cancel the session does not officially cancel your appointment.

Sending your provider a direct message does not cancel your appointment. Providers have up to 72 hours to respond to direct messages and are not expected to monitor their inbox for time-sensitive scheduling requests. To avoid an unintentional late penalty, always follow the formal cancellation steps rather than sending a message.

What to Do If Your Provider Has No Availability

If you need to reschedule your appointment outside of the 24-hour window but your provider currently has no upcoming availability listed on their calendar, we highly encourage you to cancel your current appointment first to protect your session balance or avoid a fee. Once cancelled, you can then message your provider directly to coordinate a new day and time for your next session.

If you need help using our messaging feature for non-scheduling inquiries, please see our guide on How to Message Your Provider Between Sessions.