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Handling Missed Sessions

Coaches will be able to indicate whether a scheduled session has occurred or not on the AceUp platform. If a scheduled session did not occur, you can indicate the cancellation reason for the missed session.

For Clients

If you need to miss a session. Please let your coach know as soon as possible. A 24-hour notice is required for all cancelations unless there is an emergency; otherwise, you will lose access to the session for that month. If you have not yet missed the session, please follow these instructions to reschedule. If you have missed your session, please message your coach through the platform to get a next session on the calendar.

For Coaches

For any session that is scheduled on the platform, once it is past the ending time of the session, you will receive a “Did Your Session Happen?” email. On the email, you will be invited to click on the CONFIRM SESSION button. Upon clicking on the button, you will be brought to the Sessions section and PAST tab on your dashboard. This is where you can find the corresponding session card to respond whether or not a session has occurred. On this part of the dashboard, you can respond to your past session(s) at any time.

Screen Shot 2019-08-02 at 10.55.26 AM

 

If a Session Did Not Occur

In the rare case that a scheduled session did not occur, you can specify why the session did not take place. On the AceUp platform, we have slightly different policies for missed paid sessions and missed complimentary consultations. 

Missed Paid Sessions

  • Paid sessions that were missed due to emergencies by either the coach or client will be sent back for rescheduling. This applies to the following cancellation reasons:
    • Client had an emergency
    • I had an emergency
    • I missed the session
    • Other

For instance:

Screen Shot 2019-08-02 at 11.04.43 AM
  • Paid sessions that were missed due to “Client did not show up” or “Client canceled at the last minute” will be marked as “Didn’t occur” and the session will count towards their total coaching program as if the session happened. This applies to the following cancellation reasons:
    • Client did not show up
    • Client canceled at the last minute

For instance:

Screen Shot 2019-08-02 at 11.06.08 AM

 

Missed Complimentary Consultations

  • Complimentary consultations that were missed due to emergencies by either the coach or the client will be sent back for rescheduling. This applies to the following cancellation reasons:
    • Client had an emergency
    • I had an emergency
    • I missed the session
    • Other
    • Client did not show up
    • Client canceled at the last minute

    For instance:

    Screen Shot 2019-07-24 at 5.45.44 PM


    As a result, when you respond to a past session that did not occur, it is important to specify why a session did not take place. When you mark a session as “Didn’t occur,” make sure that the cancellation reason and the outcome it leads to are correct. We also highly recommend close and proactive communication with clients prior to any coaching sessions to prevent missed sessions whenever possible, and afterward, if a session is missed to resolve any potential issue as soon as possible.

    If a Session Occurred as Scheduled

    We encourage our coaches to mark that a session has been completed in a timely manner and to leave session notes and action items for the next steps.

     

    Still Need Help?

    Submit a support ticket using this form and a member of the AceUp Support Team will get back to you in 1-2 business days.