Reschedule Appointments on Guest App

Modified on Wed, 7 Oct at 1:34 PM

This article will walk you through the steps for rescheduling appointments via the Guest App.

Things to know:

Rescheduling appointments via the Guest App is managed by a hidden setting. To enable this feature for your account, please contact the MyTime Support team at support@mytime.com
Clients cannot transfer an appointment to a different client, family member, or pet profile during a reschedule.
To reschedule via the guest app, an appointment must meet all of the following requirements:
- Eligible Appointment Status: Only future appointments that are currently Booked, Confirmed, or Pending can be rescheduled. Past appointments or those marked as Completed, Cancelled, or No-Show cannot be changed.
- Cancellation Policy Compliance: Rescheduling is governed by your Cancellation Policy settings (Up until appointment, Never, or custom timeframes such as 24 or 48 hours). Clients cannot reschedule within a restricted window to bypass late-cancellation rules.
- Advance Notice Requirements: The system enforces your standard advance notice rules (e.g., if you require 4 hours advance notice for bookings, a client cannot reschedule to a time slot less than 4 hours away).
The system automatically manages price changes and deposit balances during a reschedule:
- Deposits: Automatically transfer to the new appointment. Clients see a notification confirming their deposit has been applied to the updated time slot.
- Higher Price: If the new time slot costs more and online payment was required, the system pre-authorizes the client's card for the remaining balance. If payment is collected in-store, the ticket total updates automatically for checkout.
- Lower Price: If the new time slot costs less, the ticket total updates automatically, and the reduced balance is collected at checkout.
- Packages & Memberships: The system re-verifies that the original package or membership credit remains active and valid for the new appointment date.
- Expired Rewards, Promotions, or Gift Cards: If promotional codes, loyalty points, or gift cards applied to the original booking expire before the new appointment date, they can no longer be applied. The client must provide an alternative payment method to cover the remaining balance, where applicable.
- Staff-Specific Pricing & Duration: If service pricing or duration varies by provider, switching staff members during a reschedule automatically adjusts the total price and duration to reflect the new staff member’s settings.
Additional Rules & Behavior
Closed Tickets: Clients can reschedule an appointment via the guest app even if the ticket was already checked out/closed, provided it meets your cancellation and advance notice requirements.
Intake Forms: If mandatory custom fields were added to an intake form after the original booking was made, the client is not forced to fill out the new fields during a reschedule.
Client App & Web Account Status: Rescheduled bookings display with a "Rescheduled" label under My Account > Bookings in the client app and website account history.
Concurrent Booking Safety: If another user books a selected time slot before the client finishes rescheduling, the system displays a "Time is no longer available" prompt and asks them to choose another slot.

To reschedule an appointment via the guest app, clients should:

Download the guest app from either the Google Play Store (for Android users) or the Apple Store (for iOS users)
Upon downloading, navigate to the home screen and tap on the account icon located in the top right corner, tap sign in
Choose their login method:
- Standard: Enter their registered email address and password, then click 'Sign In'.
- Social Login: Select 'Continue with Google,' 'Continue with Apple,' or 'Continue with Facebook' to use their existing social media credentials.
Upon signing in, tap Bookings at the bottom of the screen.
On the Upcoming tab, tap the appointment you want to reschedule
Tap "Reschedule" at the top of the screen
Choose a new time
Tap 'Confirm Reschedule'
Once confirmed, your updated appointment time will appear on screen with options to add it to your calendar, reschedule again, or cancel