If your client doesn't turn up, the session is recorded as missed. Nothing is paid or refunded automatically at that point. You can be compensated for part of the reserved time, but it's settled by support, so contact them after the session time has passed.
How a session becomes "missed"
- From 10 minutes after the scheduled end, the system checks the session, and re-checks every 3 minutes. If the client has no join record and sent no messages, the session is marked missed.
- Saying the client didn't attend when you end the session also marks it missed.
- If you have no join record and sent no messages either, the session is recorded as unattended instead. The client is refunded automatically and there's no compensation.
What you receive
| What moves | Where it goes |
|---|---|
| Your compensation | 40% of your normal post-commission payout for that session |
| The rest of the refundable amount | Back to whoever paid: the user, a sponsor or an organisation |
What to do
- Join the session on time, or send the client a message in the session chat. Your join record or message is what shows you were there.
- Wait for the scheduled end of the session.
- Once the session shows as missed, contact support with the client's name and the session's date and time. In the Caregiver App, open Support, or use the support chat in the web dashboard. A person replies Mon–Sat, 9am–5pm WAT.
- Support reviews the session record first, including whether you joined or messaged. Once it's settled, the compensation shows in your wallet.
A missed session is settled once, and the amount is final. If you attended but the record says you didn't, say so when you contact support, before anything is settled.
Once a session is marked missed you can't mark it complete, so don't wait for the full session payment. Compensation is the only route.
What your client sees
The client can reschedule the missed session from their app. See Missed sessions and no-shows.
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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.
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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