There are many reasons why an appointment might be cancelled that are outside of your control. We understand that this can be frustrating, especially when you’ve set aside time for your care. Whether a provider has an emergency or a technical glitch occurs, our goal is to help you understand why it happened and get you back into care as quickly as possible.
Common Reasons for Cancellation
Cancellations often happen due to logistical changes or clinical requirements. Here are the most common scenarios:
- Provider Emergencies: Like anyone, providers may experience unexpected illness, family emergencies, or urgent personal matters that require them to clear their schedule.
- Platform-Related Issues: In rare cases, system updates, syncing delays, or technical errors may impact provider availability and result in an automatic appointment cancellation. If this occurs, you will be notified right away so you can reschedule.
- Unforeseen Scheduling Conflicts: Rare but unexpected conflicts (such as overlapping commitments or calendar errors) may occasionally require a provider to adjust their availability.
When an appointment is cancelled—whether by a provider or the system—you will automatically be notified via email to ensure you can reschedule as quickly as possible.
How to Check Your Appointment Status and Reschedule
Step | Action |
| Review Details | Log in to your Spring Health account and check the Appointments tab to see the updated status of your appointment. |
| Message Your Provider | If you are unsure why the session was cancelled, you can send a direct message to your provider through the platform to check in. |
| Find a New Time | You can instantly view your provider's calendar to pick a new date that works for you by selecting + Book a session on the appointments page. |
Note: If your provider is the one who misses or late-cancels a session, you will not be penalized. If you believe a penalty was applied in error, please reach out to our support team immediately.
Still Need Assistance?
If your appointment was cancelled and you’re having trouble finding a new time, or if you have questions about a specific notification you received, our team is here to help.
If you need to speak with someone immediately, please call 1-855-629-0554 (Option 2) to connect with our Crisis Support line.
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