🖥️ For clients using the Oasys portal on the web. Using the iPhone app? See Your sessions.
This article explains the Appointments tab: finding your sessions, booking, requesting a reschedule, cancelling (including late-cancellation and no-show fees), joining telehealth and rating a session. It also covers why some options may be missing.
In this article
1. Opening Appointments
Open Appointments from the menu. The page reads "View, book, and manage your sessions." On a phone it's Appts on the bottom bar, and in a collapsed menu it's Calendar.
You see this tab when:
Your practice has scheduling turned on, and
The account you're viewing has Scheduling portal access. Guardians: check you're on the right account with Switch account.
Finding your appointments
Appointments are shown one month at a time. Use the arrows to move to the previous or next month, and Today to jump back to the current month.
Upcoming appointments are listed first, grouped by day. Past ones from that month appear below them.
All dates and times are shown in your time zone, set under Settings → Account.
If you take part in couples or family sessions, a Couples & family sessions list at the bottom of the page shows them. On a child's account, a note explains that the page shows only that account's details.
✅ Good to know: If the tab is greyed out with a lock icon, you don't have an active provider connection yet. Accept a request under Find a Provider, or wait for your care team to finish connecting you.
2. What the badges on a card mean
Each card shows the date, start and end time, and Provider: [name] (or Group: [name] for a group session). A couples or family session also names the session, for example Couples session with [name].
A session-type badge: Telehealth, Phone or In-Person.
A request you made can add one of these badges:
Badge and text | Meaning |
Awaiting Approval with "Awaiting therapist approval" | Your booking request is waiting for your provider. |
Reschedule Pending with "Awaiting therapist response" | You asked for a new time and your provider hasn't decided yet. The card also shows Requested new time: with the time you asked for. |
Cancellation Pending with "Awaiting cancellation approval" | You asked to cancel and your provider needs to approve it. |
Other appointments don't carry a status badge. Past sessions, including completed and missed sessions, look muted compared with upcoming ones.
Cancelled appointments disappear from the list. Once an appointment is cancelled (by you, by your provider, or because your provider declined your booking request), it isn't shown on the Appointments tab.
3. Booking an appointment
If your provider lets you book, you'll see Book Appointment (or Book on a phone).
Click Book Appointment. The dialog says "Select a session type and time for your appointment".
Choose a session type under Select Session Type.
If that session type can be held more than one way, choose In-Person, Telehealth (video call) or Phone (audio only) under Select Appointment Type.
Pick a date, then a time. Times are grouped into Morning, Afternoon and Evening. If a day has nothing free, you see "No available slots for this date".
Review the Confirm Appointment dialog. It shows the provider, date, time, session type, duration, appointment type and, when your provider has set one, the Price.
Click Confirm Booking, or Request Appointment if your provider must approve bookings.
If approval is needed, the appointment shows Awaiting Approval until your provider accepts. The pop-up says Appointment Booked either way, so check the card.
If your price can't be loaded, you see "Unable to load your price for this appointment. You can still book it, but confirm the cost with your therapist."
Booking limits your provider may set
Minimum notice: you see "Appointments must be booked at least [X] in advance." Sooner times can't be picked.
Maximum advance booking: dates further out than your provider allows are greyed out.
Past times: you can't book a time that has already passed.
Availability: times your provider isn't available, including times already booked (and, if they've connected it, busy times on their own calendar), simply don't show.
Session types: you can only book individual sessions yourself. Group, couple and family sessions, and add-on services, are scheduled by your provider.
If you see Booking Failed, the time may have just been taken or may fall outside these limits. Pick another time, or contact your practice if it keeps happening.
If booking isn't offered
Your provider may schedule all appointments for you. With nothing booked, you see No appointments yet and "Your therapist will schedule your next session. Check back soon." If booking is allowed, it says "Book your first session with your therapist to get started."
4. Requesting a reschedule
You can ask for a new time when your provider allows client reschedule requests and the appointment can still be changed.
On the appointment card, click the reschedule icon (tooltip Reschedule Appointment).
In Request Reschedule ("Select a new date and time for your appointment"), pick a date. The available times appear.
Pick a time. Use Change Date to go back.
Click Request Reschedule.
In Confirm Reschedule Request, check the new date and time, including the time zone, then click Request Reschedule.
✅ Good to know: A reschedule is always a request. Your appointment stays at its original time until your provider approves. While you wait, the card shows Reschedule Pending. If your provider declines, the appointment stays at its original time.
5. Cancelling an appointment
You can cancel when your provider allows client cancellations and the appointment can still be changed.
Click the cancel icon (tooltip Cancel Appointment). Oasys briefly shows "Checking cancellation policy...".
Read the dialog. It's called Cancel Appointment, or Late Cancellation if you're inside your provider's late-cancellation window.
Click Yes, cancel it (or Request Cancellation when approval is needed). Click No, keep it to back out.
Depending on your provider's policy, the dialog may say:
"Are you sure you want to cancel this appointment? This action cannot be undone."
"Your cancellation request will be sent to your therapist for approval."
Late cancellation with how much notice you gave (for example "less than 5 hours notice"), and "A fee of {amount} may apply."
Approval Required: "Your therapist will review this cancellation request."
When approval is needed
A late cancellation always needs your provider's approval, even if other cancellations don't.
Your provider can also require approval for every cancellation.
Until they decide, the card shows Cancellation Pending. If they approve, the appointment is cancelled and leaves your list. If they decline, it goes back to how it was.
Late-cancellation and no-show fees
The fee shown in the dialog is the late-cancellation fee your practice has set for that appointment. It can differ by session type.
Whether a fee is actually charged is decided by your provider or practice when they review the cancellation.
If you miss a session without cancelling, your practice may charge a no-show fee.
Any fee you owe is billed to you like your other session charges. See Billing and payments.
💡 Tip: Questions about a fee? Contact your provider or practice. They set the policy and decide whether to charge it.
6. Joining a telehealth session
On a Telehealth appointment, Join Now appears from 15 minutes before the start time until the scheduled end time (or earlier, if your provider ends the session).
Click Join Now to enter the video room.
When Join Now isn't showing, a calendar icon (tooltip Download Invite) lets you save the appointment to your own calendar.
For full joining steps and troubleshooting, including joining without logging in, see Joining a telehealth session.
7. Rating a completed session
After a session is over, you can rate it.
Click Rate Session on the card.
Choose a star rating for "How was your session?"
Add a comment if you like ("Share your thoughts about the session (optional)").
Click Submit Rating.
If you already rated it, your stars show instead. Click them (tooltip Edit Review) to open Edit Rating, then click Update Rating.
8. When you can't change an appointment yourself
The reschedule and cancel icons are hidden when:
The session has already started or finished. Contact your provider instead.
It's a group session, or a couple or family session, unless the practice allows client changes on that booking.
Your provider turned off client rescheduling or cancellation.
A request is already pending (Reschedule Pending, Cancellation Pending or Awaiting Approval). Only one request can be open at a time, so wait for your provider.
If the buttons are missing, contact your provider or practice. They can change the appointment on their side.
9. Empty screens and care-team messages
These messages explain why you might not see any appointments.
Message | Meaning |
No active therapist connection: "Connect with a therapist to view and manage your appointments." | You aren't connected to a provider yet. |
Your care team is being finalized: "Your practice is confirming which provider you will see. Your appointments will appear here once that is done - no action needed." | Your practice is choosing your provider. No action needed. Your care is managed by your practice: "To restart care, contact your practice." Your practice handles your care and scheduling. Contact them to start care again. "This couldn't be loaded right now." Your appointments didn't load. Click Try again. |
No appointments yet | Nothing is booked. You see either "Book your first session with your therapist to get started." or "Your therapist will schedule your next session. Check back soon." |
No upcoming appointments or No past appointments | Nothing in that month yet. |
"Nothing scheduled this month. Use Book Appointment above to schedule a session." | The month is empty, but you can still book. |
10. Policies your provider controls
Your provider (or practice) decides:
Whether you can book yourself
Whether bookings need their approval
How much notice you must give when booking, and how far ahead you can book
Whether you can request reschedules
Whether you can cancel, and whether cancellations need approval
How many hours before the start counts as a late cancellation, and what fee may apply
Which reminders you can receive and when (choose yours under Settings → Notifications)
Oasys shows or hides Book Appointment, the reschedule icon and the cancel icon based on these settings. If a button is missing, it's usually your provider's policy, not a fault.
Frequently asked questions
Why can't I reschedule or cancel this appointment?
The session may have already started or finished, it may be a group, couple or family session, or your provider may have turned off client changes. If a request is pending, the buttons are replaced by a note such as "Awaiting therapist response".
What does Awaiting Approval mean?
Your provider approves bookings before they're confirmed. Your request was sent, and the badge goes away once they accept.
Can I book my own appointments?
Only if your provider allows it. If you don't see Book Appointment, your provider schedules for you.
My appointment disappeared. What happened?
Cancelled appointments are removed from the list, including a booking request your provider declined. Contact your practice if you didn't expect it to be cancelled.
Why can't I pick an earlier time or a date further ahead?
Your provider sets a minimum notice period and a maximum number of days ahead you can book. Times outside that range can't be selected.
I requested a new time. Has my appointment moved?
Not yet. It stays at the original time until your provider approves the request.
Will I be charged for cancelling late?
Possibly. The cancel dialog warns you if a fee may apply. Your provider or practice decides whether to charge it when they review your cancellation.