HelpAppointmentsManaging an appointment (your visitors)

Managing an appointment (your visitors)

Every appointment comes with a personal link. On it, a visitor 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 7 min read

Their appointment

The page shows your business name and logo, the location and line, the booked time, and which clock that time is in ("All times are GMT+8 — the business'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 appointment's state

State	What the page says
Live	Booked for Monday, 22 Sep, 09:00
Cancelled, no-show 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.

Under the appointment, Add to my calendar puts it into the visitor's own calendar — as a file for Apple or Outlook, or in Google Calendar. See Add to my calendar. When an appointment is moved or cancelled, the email the visitor gets carries an updated calendar file.

Checking in

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

Check-in opens (Line settings)

Setting	What happens
A line without self check-in	No Check in now button. The page says: "Check in at the counter — this place doesn’t offer self check-in."
Before the day	Check in now isn't a dead button — the page says: "Check-in opens on the day of your appointment."
Out of the box	Check-in opens at the start of the appointment's day (for a late-night venue, its trading day) — the same as “Blank” in How bookings are called. It does not stay open all day: the line's no-show grace (10 minutes by default) runs from the slot time, and once it has passed a background check marks the appointment a no-show, so Check in now goes. Somebody running late has until then — see No-shows and grace.
Honour late arrivals turned on	A late appointment is held instead (up to about 12 hours) and can still check itself in after the slot time. Turn it on per line in Line settings → Serving order.
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 appointment" 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.

Check-in follows the month's visit limit. A visitor checking in on their own link is met by the same visit rule as a walk-in. If the business has used all of the month's visits and there is no extra-visit pack to buy, the check-in is refused from the end of that day, until the month starts again. An appointment made earlier does not get a free visit.

Your desk is not bound by this. Staff can check a visitor in from the Appointments screen at any time on the appointment's own day, however early in that day — the hour limit above applies only to the visitor's own link. The desk cannot check in an appointment for another day: the Appointments page offers Check in only when it can work, and on the Queue's Upcoming tab a future day's appointment reads “Check-in opens on the day”. (If it is tried anyway: “This appointment is for another day — it can only be checked in on its own day.”) So “the app won't let me check in” is answerable at the desk on the day.

An appointment wins over a fresh place in the line — and nobody can check someone else in by typing their number. A visitor who already has today's appointment never ends up holding two places in your line. If, instead of tapping "Check in now" on their own link, they join from the entrance screen or scan the join QR with the same phone number or email they booked with, the page does not check them in — anyone could type a phone number — and it does not give them a second place either. It says "If you're already in this line or have an appointment here, open the link we sent you … or ask a member of staff", and turnda sends the appointment's own appointment message to that phone or email again, so the real visitor can press "Check in now" from it. Your desk can always check them in from Appointments.

Moving it

Reschedule opens the same day picker and time grid as your appointment page — your today onwards, your horizon, your opening hours, your slot length — and the visitor confirms with Move appointment. A time that would overlap another appointment's full service length for the same chair or person is not offered.

A day with nothing free names the next day that has times, and offers a one-tap jump to it.
A line that has become walk-in only no longer moves bookings: the visitor sees "This place doesn't take appointments — join the line instead." They can still cancel.
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 visitor, from their own link	Times a visitor may move their appointment — 5 by default, anywhere from 1 to 20 (Line settings → Appointments)
Your staff, at the desk	Never capped
Why there's a limit	Every move sends the visitor and your team a message, so an uncapped link lets one person (or a bot) flood your own inbox and your visitor's phone with messages
Past the cap	The page says the appointment 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 appointment. It asks first: "Cancel this appointment? This can't be undone."
Choose Keep it or Yes, cancel. Nothing happens on a single stray tap.

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

If appointments 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

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

Kind	What the page says
No-show	"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 appointments.
Already checked in	"You've already checked in for this appointment." — you're in the line now, with a See your place in line button that opens the tracking link where the live position is. Once the visit is done, the same button reads How was your visit? and opens the rating.
Otherwise finished	"This appointment can no longer be changed."

On the default setting, an appointment is written off 10 minutes past its time. An ordinary amount of late — and the person reading "No-show" is usually standing in your business. 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 appointment is in now — that's the whole design.

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

Situation	What the page says
Not recognised at all	"Appointment not found" with "This link may be old, or the appointment was already cancelled." Each appointment 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 appointment 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 business 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.

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