Use this when a member sends a screenshot from the member app and Cancel Booking fails. Fix the cause, then ask them to pull to refresh and try again.

Also matches: cancel at the front desk, app cancellation turned off

Cause: Members are not allowed to book or cancel from the app.

Fix: Classes → Calendar → Settings → turn on Allow Class Booking from Member App. That switch covers both booking and cancellation.

 

Also matches: free-cancellation window, cancellation period, Cancel Booking blocked

Cause: Allow Late Cancellations from Member App is off, and the class is inside Allow Class Cancellation Upto, or the class has already started.

Fix: Cancel the booking from Classes → Calendar. To let members cancel closer to the start, Classes → Calendar → Settings → lower Allow Class Cancellation Upto, or turn on Allow Late Cancellations from Member App. Late cancels free the spot and do not refund the session.

 

Also matches: max cancellation limit, Max Cancellations per Member

Cause: This member has cancelled this class as many times as the class allows, on the membership that booking was made on.

Fix: Cancel this booking from Classes → Calendar. To change the cap, Classes → View Classes → edit the class → Max Cancellations per Member. Leave it blank for unlimited.

 

Also matches: cannot be cancelled from the app

Cause: The booking has no membership history, so the app will not cancel it. This includes some bookings made from the portal without a membership.

Fix: Cancel the booking from Classes → Calendar.

 

Also matches: contact your front desk, Something went wrong while cancelling

Cause: The cancel did not save. This is usually a brief network or server problem.

Fix: Ask them to try again. If it keeps failing, cancel the booking from Classes → Calendar, then contact Okfit support.

 

Also matches: sessions or reward points may not be credited back, late cancellation

This is a warning on the confirm screen, not a failure. Yes, Cancel Booking still goes through.

Cause: Allow Late Cancellations from Member App is on, and the current time is inside Allow Class Cancellation Upto. The app tells the member the spot will be released and the session may not be credited back.

Fix: No change is required for the cancel to succeed. The spot is freed. The session is not returned to the membership. To block these cancels, turn off Allow Late Cancellations from Member App.