If your provider missed or was late to your session, here's what to expect next — and how to get back on track.
Will This Count Against Me?
If your provider did not attend your scheduled session, it will not be counted as a missed session against your benefit balance, and you will not be charged a fee. This is covered under our Missed Appointment Policy.
What Happens
- Your session will not be deducted from your sponsored balance (as applicable).
- You will not be charged a cancellation or no-show fee for this session (as applicable).
- You'll typically receive an email notifying you that the session was cancelled so you can rebook.
This isn't always instant. If you notice a charge or session deduction appear on your account after a provider no-show, this doesn't mean it was a mistake you have to just accept — contact our Care Team so we can look into it.
Will My Provider Reach Out?
Providers may follow up directly to explain or reschedule, but this isn't guaranteed on our end — if you'd like to hear from them, sending a direct message through the platform is the fastest way to prompt a response.
How to Reschedule
- Go to your Appointments tab.
- Select + Book a session to view your provider's available times.
- If you'd prefer a different provider going forward, see How to Find the Right Therapist for You.