Appointment FAQs

Modified on Wed, 24 Sep at 1:41 PM

Below are questions and answers to help you understand how to manage appointments.

Questions	Answers
What does the star icon on an appointment mean?	The star icon appears when a client books online and selects a specific staff member or when an in-store booking is made with the staff member marked as "Requested." Learn more here.
Can I select a staff member’s gender when booking, and will the gender icon appear on the schedule?	Yes. When booking online or in-store, you can choose a specific gender to perform the service. Once selected, the gender icon will display on the schedule. Learn more here.
Will a service price change affect already booked appointments?	No. Updating a service price will not change the price of appointments already booked, even if a deposit was collected. Only future appointments will reflect the updated price.
Can I update the status of multiple appointments for family members or pets at once?	Yes. Using the appointment group feature, you can update multiple appointments at the same time. You’ll be given the option to apply changes to the current appointment or all related appointments. Learn more here.
Can I cancel an appointment that has already been paid for?	No. If payment has already been processed, you’ll see this error when trying to cancel: “There was an error: This appointment has been paid for. Please refund or edit the ticket before canceling.” To cancel a paid appointment, you must issue a full refund first. Note: If the appointment was covered by a membership or package, this error will not appear.
Can I stop appointment details from auto-filling with information from prior visits?	Yes. This behavior can be disabled using a hidden setting. Once enabled, appointment details will no longer pre-fill with past data. Please contact our Support Team at support@mytime.com for assistance.
Can I see how many appointments a client has completed for each service category?	Yes. If the Display Service Count on Appointment Tiles setting is enabled, completed appointment counts will display directly on appointment tiles. Learn more here.
How are membership or package credits deducted for multi-day appointments?	Credits are applied to the total duration of the appointment. For example, if a client has 5 credits and books a 7-night service, 5 nights will be covered by credits, and the client must pay for the remaining 2.
How are deposits calculated for multi-day appointments?	By default, deposits for multi-day appointments are based on the total booking cost. When the "Enable Flat Deposit on Multiday Appointment" setting is enabled, the deposit charged equals the cost of a single day, regardless of the appointment length. This works with both fixed and percentage-based deposits, offering flexible options for deposit collection. For example, a three-day appointment costing $100 per day will have a deposit of $100, reflecting just one day's cost.
How are membership/package credits deducted when using the service price multiplier?	Credits are deducted according to the multiplier. For example, if the multiplier is set to 8 but only 5 credits are available, the membership/package will cover 5, and the client must pay for the remaining 3.
Can I automatically check in an appointment when scheduling?	Yes. Select the Check-In Now option under the date and time section when scheduling. Learn more here.
Can I delete an appointment?	Yes, but this is controlled by a hidden setting and the Delete Appointments access control permission. Contact support@mytime.com to enable the hidden setting. Learn more here.
Will a service group promotion apply if the client uses a membership or package?	No. Service group promotions do not apply to services already covered by a membership or package.
Will clients be notified if an appointment is rescheduled?	Yes, if both of the following are true: The "Notify client of change" checkbox in the appointment modal is selected (default behavior) The Appointment Rescheduled automated message template is enabled
How can I check if a resource is available when scheduling?	If a resource is at capacity, a warning notice will appear, but you can still save the appointment. You can also sort resources by availability, with “Occupied” resources clearly marked. This sorting feature requires a hidden setting enabled by the MyTime team.
Do custom prices or durations apply to existing appointments?	No. Custom prices and durations only apply to future appointments. Learn more here.
When does the Redo button appear on an appointment?	The Redo button appears once an appointment is marked as Completed, provided the Allow Redo Appointments setting is enabled. Learn more here.
Can I require a cancellation reason when canceling an appointment?	Yes. You can configure your account to require staff to provide a reason when canceling an appointment. Learn more here.
How do I know if an appointment was booked online or in-store?	Appointments booked online display an arrow icon on the schedule. Learn more here.
Can I hide service prices on the Kiosk?	Yes. Service prices can be hidden on the kiosk using a hidden setting enabled by the MyTime team. Contact support@mytime.com to activate.
Can staff book members-only services for non-members?	Yes. Staff can book members-only services for non-members, as well as for clients with canceled, frozen, or expired memberships. A warning message will appear in these cases. Note: Non-members cannot book members-only services online. Learn more here.
Can I schedule multiple pets or family members for the same appointment time?	Yes. You can select multiple pets or family members to be booked at the same time. Learn more here. Learn more here.
How can I print a PDF of the daily incoming and outgoing bookings?	To print the agenda: Go to the Schedule Filter by date, location, and staff Click Print Agenda at the bottom of the screen Adjust printing preferences and select a printer Click Print Learn more here.
How do I check out a client?	From the Schedule, select the appointment In the appointment modal, click Create Ticket On the New Ticket screen, click Take Payment Enter the payment method provided by the client Click Close Ticket Once the ticket is closed, a confirmation will appear at the top of the screen.
If I configure appointment cancellation reasons, will clients see them online?	No. Cancellation reasons are only available in-store. Clients canceling online will only see your cancellation policy, including any fees.
Can I display a cancellation policy online?	Yes. You can configure a message that outlines your cancellation rules, such as notice periods and fees. Learn more here.
Can I waive a cancellation fee?	Yes, but this can only be done in-store. When prompted with “Would you like to charge a cancellation fee?” select No, thanks.
If I configure appointment cancellation reasons, will my clients see them online when canceling an appointment?	No, the appointment cancellation reasons are available for selection only in-store. Online, your clients will only see your cancellation policy, including any applicable fees.
Where is the "Notify Client of Change" option located?	You’ll find the Notify Client of Change checkbox at the bottom right of the appointment modal, just above the Discard Changes and Save buttons.
Can I add behavior notes to a travel ticket?	Yes. Please contact our Support Team at support@mytime.com for assistance.
How do I undo a completed appointment if it was marked as completed by mistake?	Open the completed appointment Click the status arrow in the top-left corner Change the status to No Show. Note: If the No Show automated notification template is enabled, the client will receive a notification when this status is updated. Reopen the appointment and select Showed Up The appointment will return to the Booked status.
Can I automatically send an email or text when my schedule is slow?	Yes. Use the Flash Sale feature. Learn more here.
Can I customize the agenda to see all available staff on a given day?	Yes. In the Agenda view, you can use the Staff filter at the top of the schedule to display all staff scheduled to work that day. This view shows: All appointments assigned to those staff members. Staff who are scheduled to work but do not have any appointments booked
How can I get a notification when a customer cancels an appointment?	Once you opt in to receive Operations Alerts by email, you’ll receive a notification each time a client cancels an appointment. Learn more here.
I'm using an online list view for customers to book appointments. When they click on a date, the "Booking with" section lists all staff members. However, I want to show only the staff members who are available on the day they choose.	Not currently. Once a staff member is assigned to a service, their name will appear in the Booking With section. If the staff member is not working that day, no available time slots will be shown. The client must select a different staff member who is available.
How do I block holidays on the calendar?	By default, MyTime blocks the following US holidays: New Year’s Day Memorial Day Independence Day Labor Day Thanksgiving Day Christmas Day To block additional holidays, create a blockage on the schedule for those dates. Learn more here.