An appointment is rescheduled in one of two ways:
The provider (You) reschedules it via their provider portal.
The client reschedules it via their client portal at least 24 hours before the scheduled time. Clients who want to cancel with <24 hours' notice must contact you directly and are subject to any late cancellation fees you've configured in your account settings.
This guide explains option one. If a client asks you how to cancel or reschedule an appointment on their own, please send them this resource instead.
Best Practices
When rescheduling an appointment due to reasons on your end:
Provide the client with the most advanced notice possible.
Ensure the reason for the change and any notes are accurate and concise.
Ensure the client knows what to expect next, such as when their next appointment will occur or how to reschedule at their convenience.
With these best practices in mind, follow the steps below to reschedule an upcoming client appointment.
Reschedule an appointment
🛠️ Feature notice: The ask to reschedule feature will be gradually rolled out to providers starting in late February 2026. If you do not see the feature, it has not yet been added to your provider portal. You can continue rescheduling appointments and reaching out to clients through the portal messaging or your preferred communication method, if needed.
Ask to reschedule
When a scheduling conflict arises on your end, or you want to give your client the flexibility to pick a new appointment time that works for them, you can use the features in the 'Edit appointment' option to ask them to reschedule rather than cancel their appointment.
To ask a client to reschedule their appointment(s) in your provider portal:
Click here or navigate to Appointments via the sidebar navigation.
Switch to Calendar View using the toggle in the top-right of the screen.
Select the appointment you want to reschedule to open the appointment details sidebar and select the Edit Appointment button.
Select Ask [Client name] to reschedule.
Complete the required fields, including the rescheduling reason. Finally, if needed, opt for the Grow calendar to set an out-of-office block to prevent additional scheduling during that time.
🌟 The client receives a message prompting them to choose a new time that works for them, and encourages them to reschedule with you within 48 hours. If they don’t respond within 48 hours, the appointment will be canceled, and they will be notified.
Reschedule independently
If you've already spoken to the client and confirmed a rescheduling cadence, complete the following steps to reschedule an appointment via the calendar view:
Click here or navigate to Appointments via the sidebar navigation.
Switch to Calendar View using the toggle in the top-right of the screen.
Select the appointment you want to reschedule to open the appointment details sidebar and select the Edit Appointment button.
Select "Change appointment details."
Make any necessary changes to the date, time, duration, and cadence, then select Save Changes.
If this appointment is in a recurring set, you will be prompted to reschedule only this event, or this and all subsequent events.
You and the client will receive an email confirming the new appointment time.
Frequently Asked Questions (FAQs)
Can I make scheduling changes without going through Grow Therapy?
No. It's important to cancel or reschedule appointments from your provider dashboard. If the external calendar invitation is changed without using one of these options, then the calendar event will be out of sync with Grow Therapy. That means the appointment in the system will show the incorrect time, and the insurance claim could be filed with the wrong date.
How is rescheduling different from canceling an appointment?
Canceling ends the scheduled appointment and can hurt the relationship with the client. “Ask to Reschedule” instead:
Sends the client a prompt to select a new time.
Makes the client feel more supported and reduces the likelihood of losing the client altogether.
Data shows intake reschedules lead to significantly higher follow-through than intake cancellations.