See the reason
A member cancels a class or moves it to another session with Manage Classes on the Profile or the Classes page. When their package's rule does not allow it, the button is closed and the reason shows under the class. You can see the same reason from the member's page:
On the member page, press Cancel/Reschedule Class.
The member's upcoming bookings are listed under Upcoming Classes, each with its make-up policy and Last change time.
Look at the card of the class the member is asking about.
A note beside the button the rule closes gives the reason.
Which rule is blocking it
| What the member sees | What you see | Why |
|---|---|---|
| This package has no make-up credits | No make-up credit | The package's Make-up Right is No Make-up Credit. The member can neither cancel the class nor move it. New packages start with this. |
| This package only allows rescheduling | Reschedule only | The package's Make-up Right is Reschedulable. The member cannot cancel the class into the Make-up Pool, but can move it to another session. |
| The cancellation window has passed | Cutoff passed | Less time is left before the class than the package's Cancellation and Rescheduling Cutoff. The cutoff closes both canceling and moving. |
| A "The cancellation or rescheduling allowance is used up" message | Allowance used up | The package's Cancellation and Rescheduling Cap is reached: for a weekly cap in the class's week, for a per-package cap over the whole package. A cancellation and a move both count against it. |
- This session is closed to rescheduling: the Session open to rescheduling switch is off on the session form. The member cannot move their seat in this class to another session themselves, other members cannot be moved into this session, and its waitlist is closed. If the package allows it, the member can still cancel the class.
- If the session they want to move to is not on the list, it may be outside the package’s rescheduling window, outside the package’s scope, or closed to rescheduling. Full sessions show as Full - the waitlist is open.
What you can do as the studio
- If the rule allows it, you can cancel or move the class for the member. The same rules apply to you: Cancel or reschedule a class for a member.
- Owners and Admins can still do what a rule refuses by writing a Reason. The card shows With Owner or Admin approval, and the action is completed with Approve the Override: Override a booking rule.
- Users with the Staff role cannot override a rule. The window says "This action needs Owner or Admin approval."; ask an Owner or Admin for help.
- If the change comes from the studio, the package rules do not apply. When you cancel the session, or remove the member from it as Studio-caused, the member’s credit is returned in full: Add members to a session.
If it is still unclear
If an action is refused although the card shows no reason, contact our support team with the member’s name, the date of the class and the message on screen.
Support: Contact form
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