Check a changed or cancelled appointment

What the messages mean when the company moves your appointment, cancels it, or sends a different technician, and what to do about each.

After the company has told you about a visit, it can let you know when that visit changes. Each message comes by email, text or both, from the company's own name and number. None of them has a link to click.

Steps

1. Read which kind of message it is:
   • Moved: the email's subject is "Your appointment has a new time". The text says your appointment "has moved to" a new day and arrival window.
   • Cancelled: the email's subject is "Your appointment has been cancelled". The text says your appointment has been cancelled and gives a number to call to rebook.
   • New technician: the email's subject is "A different technician is coming". It names who "will now be coming", on the same day and in the same window.
2. If the new time does not work, or you want to book again after a cancellation, contact the company by replying or by the phone number or email in the message.

What you see

• The time in a "new time" message replaces the one you were told before. Plan for the new one.
• If the company changes a visit several times within a few minutes, you get one message with the final time.
• A visit that moves and then moves back to the original time sends no message, because nothing changed for you. Nova gives the company a short Undo period before automatic appointment messages go out, including visits that start soon.
• A reminder before a visit that was moved is sent for the new time. See Get ready when an appointment reminder arrives.

If something looks different

• If you ignore a "new time" message, the visit happens at the new time. If you ignore a cancellation, no one comes.
• A cancellation arrived late at night: companies can hold messages during quiet hours, but a cancellation for a visit in the next 12 hours can bypass quiet hours so that nobody waits at home; a short Undo period still applies.
• You were never told about the visit in the first place: a cancellation is only sent for a visit you were told about.
• Many companies do not send the new technician message. Its absence does not mean anything changed.
• To stop these messages, see Stop emails or texts from a company.