Every booking under Appointments carries a status. Pending means your therapist has not accepted yet, accepted or confirmed means the session is on, and the others tell you how a booking ended.
The statuses
| Status | What it means | Can you join? |
|---|---|---|
| Pending | Booked and paid, waiting for your therapist to accept | No |
| Accepted | Your therapist accepted; the session is upcoming | Yes, once the room opens |
| Confirmed | Same as accepted. You reach it by accepting an alternative time your therapist suggested | Yes, once the room opens |
| Declined | Your therapist turned the request down. You are fully refunded to your wallet | No |
| Cancelled | You cancelled, or the therapist never responded before the start time, or you declined all their suggested times | No |
| Completed | The session held and is closed | No, it is over |
| Missed | You did not join or send a message during the session | No |
| Unattended | Your therapist did not attend. You are refunded to your wallet automatically | No |
Accepted and confirmed mean the same thing. Both are upcoming, joinable sessions.
Payment pending
If you booked through an HMO, you may see payment pending while your cover is being confirmed. You are never charged on an HMO booking. See Book with your HMO.
How statuses change
- After a reschedule the booking goes back to pending, and your therapist accepts the new time. See Reschedule a session.
- Missed or unattended is decided a little after the session ends (more than 10 minutes after). Joining the call room or sending at least one chat message counts as attending. See Missed sessions and no-shows.
- Refunds always go to your wallet, never to your card. Declined and unattended refund in full; cancelling yourself carries a fee. See How refunds work.
"Type: individual" or "Type: couples"
Type is the format of the session: by yourself, or with your partner. It is not video versus audio. Every session uses the same call, and you choose whether to turn your camera on. See Voice-only sessions.
Related: Waiting for your therapist to confirm, Join your session.
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