If your client hasn’t joined at the scheduled start time, contact them through MyThrive and remain available for at least 20 minutes.
What if I arranged the session by sending an invitation?
Before treating the client as a no-show, check how the session was arranged and whether the booking was confirmed.
Send invite: The client must accept the invitation to confirm the session. If they haven’t accepted it, the session may not be a confirmed booking. Contact the client before recording the outcome.
Book instantly: The session is booked immediately, and the client receives an invitation and confirmation. If the client doesn’t attend, follow the no-show steps below.
Invite accepted: If the client accepted your invitation but doesn’t attend, contact them through MyThrive and wait at least 20 minutes.
Only record Client did not attend for a confirmed session. Check the booking status under My Sessions if you’re unsure.
What should I do when the client does not join?
Join the session at the scheduled time.
Check whether the client has sent you a message.
Use the in-platform messaging feature to tell the client that you’re waiting.
Remain in the session for at least 20 minutes.
Allow the client to join and continue the session if they arrive during this time.
What should I do after 20 minutes?
If the client hasn’t joined or contacted you after 20 minutes:
End the session.
Select Client did not attend as the session outcome.
Check that the correct status appears under My Sessions.
Recording the correct status is important because it affects your session download and monthly invoice.
Can I invoice for a session the client did not attend?
Yes. You can invoice for the session if you attended, contacted the client and waited for at least 20 minutes.
Make sure the session is recorded as Client did not attend before downloading your monthly session report.
What if the client contacts me?
If the client contacts you before or during the session, you can discuss the circumstances with them.
Whether you offer to reschedule may depend on the circumstances and your relationship with the client. If you agree to another date, follow the session rescheduling guidance to update the booking correctly.