You have the ability to reschedule, cancel or edit your session length within the BetterUp platform. Please note that to adjust the session length, you will need to reschedule your session. For more information on scheduling and joining sessions, please see our Scheduling and Joining Your Session guide.
How to Cancel, Reschedule or Edit a Session
To reschedule, edit your session length, or cancel a single session or recurring sessions from within your BetterUp profile, you can follow these steps:
- From the your BetterUp account, click Schedule
- Click on an upcoming session
- Click “Cancel Session”or“Reschedule” based on your preference. (If you are editing a session length, click “Reschedule”)
- If it is a recurring session, you will be asked if you would like this change to apply to “This session only” or “This and all future sessions.”
- If you choose to reschedule, you’ll be brought to your coach's schedule. Select the new session time and session length. You can toggle the session length by clicking on the drop-down at the bottom of the calendar
- Confirm your changes!
Please note that if you’re using an external calendar, these changes will not update your existing appointments. You will need to manually delete/re-add appointments accordingly. Also, canceling or declining the meeting in your external calendar will NOT cancel your session, as this must be done via the BetterUp platform.
If a coaching session is canceled or rescheduled less than 24 hours prior to the scheduled start time, it is considered a late cancellation or late reschedule. Please note that if you are on a time-limited program, late cancellations also count toward your total program usage
Session Attendance Policy: Missing 3 recurring or one-off sessions in a row with your dedicated Coach (including no-shows, or canceling or rescheduling less than 24 hours in advance) will automatically remove all subsequent recurring sessions with that Coach from your schedule. You’ll still be able to schedule new sessions with your Coach at a time that works better for you.
Missed Session
If you, as a member, miss a session with your coach without proper cancelation or rescheduling, this will count toward your total program usage.
If your coach has missed your scheduled session, please contact support if your coach misses a session. Our team will reach out to your coach to check in, as it is rare for a coach to miss a session. We will be sure to ask that your coach follow up with you directly via in-app messaging to reschedule your session as soon as possible.
Running Late for a Session
If you are running late for a scheduled session time but still plan to attend, we highly recommend using the in-app messenger to let your coach know. Please note that if you are a few minutes late, the time you originally scheduled your session and the length of your session still remains the same, regardless of the time you join. For instance, if you have a 30-minute session scheduled at 3 pm, but join at 3:04 pm, your session will still wrap up at 3:30 pm.