Your time is valuable, and it can be frustrating when a scheduled appointment doesn't take place. Rest assured: if your provider misses a session, you won't be charged, and support is available. This guide explains how to confirm a no-show, report it, and what to expect next.
Key Points
You won't be charged for the appointment if your provider doesn't show.
You can report a no-show through a pop-up in the session window or by contacting the Support Team after the session.
If your provider no-shows, you can choose to reschedule or request a rematch with a new provider (e.g., if this is a recurring issue).
Eligibility criteria for reporting
You can report a missed appointment as a no-show if all of the following are true:
The appointment was scheduled and not canceled.
The scheduled start time has passed by at least 10 minutes.
You were present and waiting for at least 10 minutes, but the provider never arrived.
How to report a no-show
💬 The in-session prompt
If you're in the session waiting room and 10 minutes pass without the provider joining, a pop-up will let you know that the grace period has passed. You will be prompted to report the no-show directly from the session window.
🛟 The Support Team
If you do not see a pop-up or accidentally close it, you can contact the Support Team using the Help Widget in your client portal. Once connected with a representative, you'll be asked to provide appointment details to report the missed session.
What to expect | FAQs
Will I be charged for the appointment if my provider is a no-show? No. If you notice a charge, contact the Support Team promptly for assistance.
Will my provider be notified if I report a no-show? Yes. When a no-show is reported, the provider is informed so they can follow up and prevent similar issues in the future.
What if my provider messages me after the session time? If your provider reaches out after the appointment start time, you can decide whether to reschedule or continue the session (if timing allows).
Can I reschedule the missed appointment? Yes. Use the messaging feature in your client portal to contact your provider and coordinate a new time.
What if I would like to work with a new provider instead? The Grow Team can help you find a provider that is better for you. Refer to this guide for more details about the rematching process.