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Let Members Reschedule Bookings Online

9 min read Updated today

Members often need to change a booking time. Without online rescheduling, they have to cancel and book again. That can trigger cancellation rules, lose their spot or use up another benefit.

With online rescheduling turned on, members can move a booking themselves in one step:

A service booking (such as a PT session) can move to another date, time, trainer or resource, or to another service
A class booking can move to another session of the same class

The booking keeps how it was paid for (the same membership benefit, or casual). If the new time costs more, the member pays the difference. If it costs less, the difference is shown as a credit.

Staff can still move any booking from the schedule. See Reschedule Bookings.

This article covers how to;

Turn On Online Rescheduling

Go to Settings > Advanced Configuration > Member Portal Configuration, and find the Bookings section.

Enable rescheduling of bookings online: tick this to let members move their own service and class bookings. It is off by default.
Minimum notice for rescheduling bookings online: this option shows under the setting above. It sets how long before the booking starts members can still reschedule. The default is 1 day.
- The notice is measured from now to the start of the original booking. With 1 day, a member can’t move a booking that starts in less than 24 hours.
- If you leave it empty, members can reschedule right up until the booking starts.

One setting covers both service and class bookings. You can’t turn it on for only one type.

(Screenshot: Member Portal Configuration > Bookings section with “Enable rescheduling of bookings online” ticked and the “Minimum notice for rescheduling bookings online” field below it)

Which Bookings Can Be Rescheduled

A member can reschedule a booking only when all of these are true:

Enable rescheduling of bookings online is on
It is the member’s own booking. A parent can’t reschedule a linked member’s booking from their own account.
The booking hasn’t been cancelled
The booking starts later than the minimum notice allows

These bookings can’t be rescheduled online:

Repeat bookings: any booking that belongs to a repeating series, for both services and classes
Group service bookings: services set up for group training. Members also can’t move a personal service booking to a group service. Group services don’t show in the service list when rescheduling.
Waitlist entries: a class waitlist place isn’t a booking yet, so it has no reschedule option
Class bookings already checked in or marked as a no show
Class bookings where the class session has been cancelled
Bookings for a service that has since been archived

Limits on where a booking can move to:

Classes: only to another session of the same class. A member can’t swap to a different class.
Classes: the new session must have a space. A member can’t move into a full class or onto its waitlist.
Classes: if the class doesn’t allow multiple bookings, the member can’t move into a session they are already booked in
Classes: grade restrictions on the class still apply
Services and classes: the new time must still be open for online booking. Your Close service bookings online and Close class bookings online settings apply, as do any times set on the service or class.
Services and classes: your online booking limits still apply to the new time. These include Service bookings per session day, Service bookings made per day, Daily class booking limit, Current day class booking limit and Concurrent booking limit. The booking being moved isn’t counted against these limits.
Services and classes: the same benefit or membership must cover the new time. If it doesn’t, the member sees: The selected booking option is not available with the selected benefit/membership.

If a booking itself can’t be rescheduled (for example a repeat booking, or one inside the notice period), the member doesn’t see the reschedule button for it. The limits on the new time are checked when the member confirms. If one fails, the member sees an error and the booking stays where it was.

What the Member Does

The member logs in to the Member Portal and goes to the Bookings list on their account page
Next to each booking that can be rescheduled, they click the Reschedule booking button (calendar icon)
A Reschedule booking page opens. It shows their Current booking and the message Choose a new date and time for your booking below.
- Service booking: they choose the new time. If needed they can also change the Club, Session Type (service) and trainer or resource.
- Class booking: they choose one new session of the same class, and a seat if the class has seats
They click Confirm reschedule
Any agreements or prerequisite questionnaires for the service or class come up, the same as for a new booking
The confirmation page shows the new booking details, with this warning: Please check the new booking details below are correct, then click ‘Confirm reschedule’ to finalize. A Price adjustment box shows:
- Previous booking price
- New booking price
- Credit applied to your account, if the new time is cheaper
If the new time costs more, the amount to pay shows under You will be charged, and the member pays it there
They click Confirm reschedule. The booking moves, and they see Booking rescheduled successfully.

The booking doesn’t move until the member confirms on the last step. If they leave before that, the original booking stays as it is.

The member app uses the same settings and rules. When Enable rescheduling of bookings online is on, the app is told rescheduling is allowed, and each booking shows whether it can be rescheduled.

(Screenshot: Member Portal Bookings list showing the calendar “Reschedule booking” button next to a booking)

(Screenshot: Reschedule booking page showing the “Current booking” box and the time picker)

(Screenshot: Confirmation page showing the “Price adjustment” box and the “Confirm reschedule” button)

Prices, Payments and Benefits

When a booking is rescheduled, GymMaster works out the price again for the new time. It uses the same membership or benefit as the original booking, or the casual price if the booking was casual. Any discount code on the original booking is kept. Members can’t apply a new discount code or voucher, or choose a different benefit, while rescheduling.

Same price: nothing more is charged.

New time costs more (for example a different service or trainer rate):

The member pays what is still owing on the booking
If Bill immediately for booking fees is on, they pay during the reschedule, like a new online booking
If Bill immediately for booking fees is off, the charge stays on their account for your normal billing to collect
If Use account credit for booking fees is on, the member’s account credit is used first

New time costs less:

The confirmation page shows the difference as Credit applied to your account
Any payment already made moves to the new, cheaper charge. The amount left over stays on the member’s account as credit.

Benefit usage: the benefit used by the original booking is returned and used again for the moved booking, so moving doesn’t use up an extra session. The benefit must still have a session available for the new date. For example, a “1 per week” benefit already used in the new week won’t cover the move.

Cancellation fees: rescheduling doesn’t cancel the booking, so no cancellation fee is charged. Online rescheduling has its own notice period and works separately from your online cancellation settings. See Member Portal Cancellations.

What Staff See

Schedule: the booking shows at its new time. It is the same booking, so any booking notes stay with it.
Account History: if the booking has a charge, you can see the move there:
- Booking moved to another day, or its price, membership or club changed: the old charge gets a credit note marked Moved, and a new charge at the new price is noted - Moved. Any payment already made moves to the new charge.
- Booking moved to another time on the same day at the same price: the charge stays as it is, and its description changes to the new time with - Moved added
System Log: the member’s portal action is listed as Reschedule booking
Emails: a rescheduled booking sends the normal booking confirmation emails, not a special “rescheduled” email:
- Service bookings: the member gets the service booking confirmation if Enable service booking confirmation email is on. Your facility is notified if Notify facility when member books online is on. The trainer on the booking is emailed too.
- Class bookings: the member gets the class booking confirmation if Enable class booking confirmation email is on
- Email member on booking change/update is not sent for portal reschedules. That email is only for changes staff make.

See Confirmation Emails to set up these templates.

Things to Know

Members still see their original booking price on the reschedule page. Price changes only show on the confirmation step.
Compare the notice periods. Suppose your rescheduling notice is shorter than your online cancellation notice. A member could then move a booking at short notice to a later time, and later cancel the new booking outside the cancellation window. If you charge late cancellation fees, set the rescheduling notice to at least the cancellation notice.
No “move to waitlist”. If every other session of the class is full, the member can’t reschedule. They can cancel and join a waitlist instead.
Repeat and group bookings must be moved by staff on the schedule. See Reschedule Bookings.
Turning the setting off takes away the reschedule button straight away. Bookings already moved stay where they are.

Common Questions this Covers

Can members reschedule their own bookings online
How do members change a booking time in the member portal
Let members move a PT session to another day
Move a class booking to a different session online
Why can’t a member reschedule their booking
What happens to payment when a member reschedules a booking
Set how much notice is needed to reschedule a booking
Reschedule button missing in member portal