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If you are no longer able to attend your upcoming appointment, you can cancel it on the online booking portal.

Online Booking - Cancel an appt.mp4

Get started

Before you get started, you’ll need an account linked to an eligible organisation for online booking. If you haven’t set one up yet, follow this guide: https://convergeintl.atlassian.net/l/cp/mL6g4Cae?parentProduct=JSM-Portal&parentProductContentContainerId=10053&initialAllowedFeatures=disable-login-flow.disable-share

Use the same email address you have previously provided when accessing EAP.

Step 1: Login to the online booking portal

Head to the online booking portal:

If accessing the website, click “Login” then enter your email and password to login.

If you are using the Converge International App, you should be logged in already, otherwise login.

Step 2: Go to “My appointments”

Once logged in, click “My Appointments from. the top of the page. If you are accessing the booking portal on a smartphone, tap the menu icon at the top right then tap “My Appointments”

Step 3: Find the appointment then cancel

On the “My Appointments” page, you’ll see a list of your upcoming appointments.

  1. Click or tap the three dots on the right side of the appointment for an actions menu.

  2. Then, select “Cancel”.

Note that you can also reschedule your appointment instead of cancelling. For more information, click here: https://convergeintl.atlassian.net/servicedesk/customer/portal/5/article/142082080?parentProduct=JSM-Portal&parentProductContentContainerId=10053&initialAllowedFeatures=disable-login-flow.disable-share

Step 4: Confirm the cancelation

A pop up will appear asking you to confirm the reason for cancellation.

Select the best matching reason for your cancellation, then click “Confirm”.

Please note that a 24-hour cancellation policy applies to all bookings. Any cancellation made within 24 hours will result in the loss of the session. This also applies to same day bookings.

Next steps and further reading

Am I penalised or charged for cancelling an appointment?

No, as a client you are not personally charged for cancelling an appointment.

Please note that a 24-hour cancellation policy applies to all bookings. Any cancellation made within 24 hours will result in the loss of the session. This also applies to same day bookings. If you have any questions about your remaining sessions, you can contact our customer service team on 1300 687 327.

Can I reschedule an appointment?

Yes, you can reschedule your appointment instead of cancelling it.

Please note that a 24-hour cancellation policy applies to all bookings. Any reschedule made within 24 hours will result in the loss of the session. This also applies to same day bookings. If you have any questions about your remaining sessions, you can contact our customer service team on 1300 687 327.

To learn how to reschedule an appointment, select “reschedule” instead of cancelling at step 3 of this guide or click here to learn more: https://convergeintl.atlassian.net/servicedesk/customer/portal/5/article/142082080?parentProduct=JSM-Portal&parentProductContentContainerId=10053&initialAllowedFeatures=disable-login-flow.disable-share

What if I have cancelled an appointment and want to rebook?

To rebook an appointment after cancelling, click here to learn more: Rebook an appointment

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