---
title: A member cannot cancel their booking — what should I do?
description: Resolving booking cancellation issues for members
---

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# A member cannot cancel their booking — what should I do?

## Resolving booking cancellation issues for members

**Cancellation Window Has Passed**  
If the class starts within the cancellation window (e.g. within 12 hours), members may be prevented from cancelling themselves. In this case:

1. Cancel the booking on the member's behalf from the admin: **Schedule \>\> \[Class\] \>\> Attendees \>\> \[Member\] \>\> Remove**
2. Decide whether to return their session based on your facility's cancellation policy.

**App Not Showing Cancel Option**  
1\. Ask the member to update their Octiv app to the latest version.

1. If the cancel option is still missing after an update, ask them to delete and reinstall the app.
2. As a fallback, cancel the booking from the admin panel on their behalf.

**Returning Credits After a Cancellation**  
When you cancel a booking from the admin, Octiv can return the session to the member's package: **Schedule \>\> \[Class\] \>\> Attendees \>\> \[Member\] \>\> Remove \>\> Return session: Yes/No**

**Class Was Cancelled by the Facility**  
When a facility cancels a class, booked members should receive an automatic cancellation email and their sessions should be returned. If sessions were not returned, manually adjust them: **Members \>\> \[Member\] \>\> Packages \>\> Adjust Credits**

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