---
title: How to Control Appointments in the Client Portal
description: Show appointments in the Client Portal and choose whether clients can cancel or reschedule them online, freely or only within your cancellation policy.
---

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# How to Control Appointments in the Client Portal

## This article explains how you can manage the visibility of appointments in your client portal (Connect) and control whether clients can view and interact with appointment features.

**NOTE:** This guide covers the new Online Bookings and Client Portal, which are being rolled out to clinics in phases. If your screens look different, your account may still be on the classic version — message us via the in-app chat and we will help.

In this article, you will learn how to show appointments in the Client Portal and decide whether clients can cancel or reschedule them online.

**Step 1: Show Appointments in the Portal**

1. Go to **Setup → Client Portal** and, on the **Essentials** tab, click the **Appointments** card.
2. Under **Status**, switch it on. Clients now see their upcoming and past appointments.

**Step 2: Choose Whether Clients Can Cancel or Reschedule**

In the same window, under **Feature settings**:

1. Turn **Allow cancellations** on or off. When it is on, choose **Follow cancellation policy** or **Always allow**.
2. Turn **Allow reschedules** on or off, and choose **Follow cancellation policy** or **Always allow** in the same way.

![Status, Allow cancellations and Allow reschedules](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/obc-2026/313290005745-01-appointments-modal.png)

*Status, Allow cancellations and Allow reschedules*

Changes save straight away.

| Setting | What clients can do |
| --- | --- |
| Switched off | They see the appointment but cannot cancel or move it online. |
| **Follow cancellation policy** (the default) | They can cancel or move an appointment outside your policy’s notice window. Inside it, a reschedule is refused and the client is asked to contact you. A cancellation inside the window goes ahead only if your policy has a cancellation fee and the client has a card on file — the fee is charged to that card; otherwise it is refused. |
| **Always allow** | They can cancel or move an appointment at any time, whatever your notice window. |

**NOTE:** If your clinic has no active cancellation policy, **Follow cancellation policy** lets clients cancel and reschedule at any time. Set up your policy in **Setup → Policy** — see [Part 4: Take Payments and Deposits Online](https://support.pabau.com/en/pabau2/new-online-bookings-part-4-take-payments-and-deposits-online?hsLang=en).

**Step 3: See What Your Clients See**

1. Clients click **Appointments** in the portal menu to see their upcoming and past appointments.
2. They click an appointment to open it.
3. **Reschedule** takes them to choose a new date and time.
4. **Cancel appointment** cancels it, showing any fee first.

![The client’s Appointments page](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/obc-2026/313290005745-02-appointments.png)

*The client’s Appointments page*

![Reschedule and Cancel appointment on an appointment](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/obc-2026/313290005745-03-appointment-detail.png)

*Reschedule and Cancel appointment on an appointment*

The buttons only appear when the appointment can still be changed online — for example, they never appear on a completed appointment. If the clinic has asked the client to complete a form for the appointment, it is listed here too.

**What's next?**

See [How to Choose Which Features Clients See in Your Client Portal](https://support.pabau.com/en/pabau2/how-to-configure-the-functionality-of-the-client-portal?hsLang=en) for the other portal features, and send your clients [How to Use Your Client Portal (New Client Portal)](https://support.pabau.com/en/pabau2/how-to-use-your-client-portal-new-client-portal?hsLang=en).

Questions? Reach us any time via the in-app chat — we’re happy to help.

---

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