Every new booking arrives as Pending and waits for you. Nothing is accepted on your behalf, so respond as soon as you can. If you never respond, the booking is cancelled at its start time and the user is refunded.
Accept
Tap Accept. The booking becomes Accepted, the user is notified, and the session can be joined when its time comes. See Run and complete a session.
Decline
Tap Decline and give a reason of 10 to 300 characters. The user gets a full refund.
Declining has a real consequence. You're allowed 1 decline among roughly your last 20 bookings (2 if you're a Mytherapist.ng Prime therapist). Go past that and your account is suspended automatically for 7 days, during which you can't take bookings. See My account is suspended or disabled.
Better than declining
- Suggest alternative times. While a booking is still Pending and at least 2 hours before its start, you can offer the user 2 to 4 other times.
- Reschedule. Prime therapists can reschedule a booking, as long as it's not within 12 hours of the start. See Prime therapist status.
- Keep your availability accurate, so bookings only arrive at times you can do. See Set your availability.
Bookings that don't wait for you
Bookings paid through an HMO and in-person sessions are confirmed automatically, so there's nothing to accept.
Your response time
How quickly you respond to booking requests is tracked as your response time. It counts towards your badges and your Prime qualification, so a prompt reply helps you. See Your stats, explained.
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Private notes on clients and sessions, who can see them (only you), and keeping them safe with an app PIN.
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How a session becomes missed, the 40% compensation, and the steps to get it settled through support.
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Didn't answer it?
A person replies Mon–Sat, 9am–5pm WAT. Messages sent outside those hours are answered when the team is back.
Caregiver App or dashboard
In the Caregiver App, open Support. On the web dashboard, use the support chat. Your account comes with the message.
About practising hereOn this website
Start a chat right here. Leave an email and a phone number so the reply reaches you.
Write from the email on your account, with your name and what happened, and the team picks it up in the same queue.
support@mytherapist.ng