HelpBookings & appointmentsManaging a booking (your customers)

Managing a booking (your customers)

Every booking comes with a personal link. On it, a customer sees their appointment and — while it's still upcoming — can check in, move it or cancel it without calling you. It's the link at the bottom of their confirmation screen, and in their confirmation email.

Everyone Where: Public — no sign-in 5 min read

Their booking

The page shows your business name and logo, the branch and line, the booked time, and which clock that time is in ("All times are GMT+8 — the shop's local time").

It also shows a short 6-character reference, printed in two groups of three, so it can be read out over a counter or a phone.

The wording follows the booking's state

State	What the page says
Live	Booked for Monday, 22 Sep, 09:00
Cancelled, missed or done	Was booked for …

That past tense is deliberate — someone who cancelled and glances at the link the night before must not read a present-tense appointment and set off.

Checking in

On the day, a big Check in now turns the appointment into a live ticket and moves the customer straight onto their tracking link, exactly as if they'd walked up and joined.

Check-in opens (Line settings)

Setting	What happens
Before the day	Check in now isn't a dead button — the page says: "Check-in opens on the day of your booking."
Out of the box	Check-in opens at the start of the appointment's day and stays open all day, including after the slot time — somebody running late can still check themselves in.
Check-in opens set to 60 minutes	A 9am appointment opens for check-in from 8am. Before 8am, on that same morning, the page says "Check-in opens at 8:00" — not the generic "day of your booking" line, since it already is that day.
What the setting can't do	It only ever narrows the window within the day; it never lets anyone check in the day before.

Your desk is not bound by this. Staff can check a guest in from the Bookings screen whenever they turn up, however early — there's no "too early" block at the counter, only on the customer's own link. So "the app won't let me check in" is always answerable at the desk.

A booking wins over a fresh place in the line — even from a different door. If a customer already has today's booking and, instead of tapping "Check in now" on their own link, joins from the entrance screen or scans the join QR with the same phone number or email they booked with, turnda finds that booking and checks them in against it. They land on the same tracking link either way, and they never end up holding two places in your line for the one visit.

Moving it

Reschedule opens the same day picker and time grid as your booking page — your today onwards, your horizon, your opening hours, your slot length — and the customer confirms with Move booking.

A day with nothing free names the next day that has times, and offers a one-tap jump to it.
Somebody else takes the time first? The page says the slot may just have been taken and reloads the grid — the dead time disappears instead of sitting there looking free.

The move limit

Who	Limit
A customer, from their own link	Times a visitor may move their booking — 5 by default, anywhere from 1 to 20 (Line settings → Bookings & appointments)
Your staff, at the desk	Never capped
Why there's a limit	Every move sends a message, so an uncapped link is an unlimited message bill pointed at your own account
Past the cap	The page says the booking has been moved too many times and to contact the business — picking another time can't help, and the page says so rather than letting them loop

Cancelling it

Tap Cancel booking. It asks first: "Cancel this booking? This can't be undone."
Choose Keep it or Yes, cancel. Nothing happens on a single stray tap.

Afterwards the page confirms "Your booking is cancelled." and, only if your line is still taking bookings, offers Book another time straight back to your booking page.

If bookings are paused, the button is withheld and replaced by a short note saying so — a dead end explained is better than a button that walks into a wall.

When it is already over

A booking that can no longer be changed says which kind it is, because the right next step differs.

Kind	What the page says
Missed	"You were marked as not arrived" with "If you're at the venue, speak to the front desk — they can put you back on the list."
Cancelled	A plain line saying so, plus Book another time when the line is still taking bookings.
Already checked in	"You've already checked in for this booking." — you're in the queue now, and your tracking link is where the live position is.
Otherwise finished	"This booking can no longer be changed."

On the default setting, a booking is written off 10 minutes past its time. An ordinary amount of late — and the person reading "Missed" is usually standing in your shop. Your desk can put them back.

Lost link, old link, broken page

The link does not time out. Opening it a week later shows whatever state the booking is in now — that's the whole design.

So a customer saying "my link expired" has almost certainly opened a different link, or the booking has since been cancelled or cleared out.

Situation	What the page says
Not recognised at all	"Booking not found" with "This link may be old, or the booking was already cancelled." Each booking link is unguessable and belongs to exactly one appointment — nobody can browse to someone else's by changing a character.
A temporary failure	A separate screen with a Try-again button. It deliberately does not say the booking doesn't exist, because it may exist perfectly well.
Offline	The page says the details may be out of date, and a tap on check in, move or cancel is held until the signal returns rather than lost.
Too many taps in a busy minute	On shared shop wi-fi our traffic limit can refuse a request; the page says to wait a minute rather than sending them to your already-busy counter, because nothing failed that your counter could fix.

Customer has genuinely lost the link? The quickest fix is at your end — find them on the Bookings screen by name or reference and move, cancel or check them in yourself.