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.
If your provider misses a scheduled session (a provider no-show) or cancels the appointment late, you will not be penalized under the Missed Appointment Policy.
- The session will not be deducted from your sponsored benefit balance.
- You will not be charged a cancellation or missed-session fee.
If a session deduction or fee ever appears on your account due to a provider-side cancellation, contact our Care Team immediately so our team can assist.
Common Reasons for Cancellation
Cancellations typically happen due to unexpected logistical changes or clinical requirements:
- 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 or syncing delays may impact provider availability and result in an automatic appointment cancellation.
- Unforeseen Scheduling Conflicts: Rare but unexpected conflicts (such as 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 so you can log in and find a new time.
How to Check Your Appointment Status and Reschedule
| Step | Action | Description |
| 1 | Review Details | Log in to your Spring Health account and check the Appointments tab to see the updated status of your session. |
| 2 | 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. |
| 3 | Find a New Time | Select + Book a session on the appointments page to instantly view your provider's calendar and pick a new date. |
Still Need Assistance?
If your appointment was cancelled and you’re having trouble finding a new time, or if you need our billing team to correct an error from a provider no-show, please reach out to our Care Team.
If you are experiencing a mental health emergency and need to speak with someone immediately, please call 1-855-629-0554 (Option 2) to connect with our 24/7 Crisis Support line.
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