Phone Consultations
Booking, Rescheduling, And Missed Calls
Everything about your phone appointment — how to move it, what happens if it gets canceled, and what to do when the call doesn't come through.
Heads up — some of this is changing. We're upgrading our patient portal in mid-September 2026, and parts of the scheduling process will work a little differently afterward. We'll update this page when the new portal goes live. Until then, everything below is current.
Rescheduling, Time Zones, And Cancelling
All of this runs through the booking confirmation email you got when you scheduled — that's the one to find first.
Everything Lives In Your Confirmation Email
Your booking confirmation contains the links to reschedule, change your time zone, view your provider's availability, and cancel. If you can't find it, check your spam folder before emailing us — it's almost always there.
The reschedule link stops working within 24 hours of your appointment. If you need to move a consult that's less than a day away, email support instead of using the link.
Times Are Shown In Eastern Time
Unless you set your time zone when you booked, every time you see defaults to Eastern Time. This is the single most common reason people miss a call.
Use the reschedule link in your confirmation email to set your correct time zone — you can change the zone and the time in the same step.
Cancelling And Refunds
Use the cancellation link in your confirmation email.
Refunds are only available for calls that haven't happened yet. Cancel before your scheduled time and you'll be refunded; once the appointment time has passed, it can't be refunded.
Why Your Consultation Was Canceled
If your appointment vanished without you cancelling it, it's almost certainly one of these four.
Payment Didn't Go Through In Time
If payment isn't received within a few minutes of booking, the system cancels the appointment automatically. This is the most common cause.
The Consult Form Wasn't Submitted
Your New Patient or Follow-Up Phone Consult Form has to be in before your appointment date.
Wrong State Or Provider Selected
Providers are licensed by state, so a mismatch here cancels the booking.
Missing Or Incorrect Information
Something in the booking couldn't be matched to your record.
What To Do Next
First, check whether your payment was actually processed. That determines what we need to do on our end — either way, email us and say which it was.
Put this word in your subject line so it routes correctly:
Scheduling
support@lavenderskyhealth.comWe know a cancellation you didn't ask for is frustrating, especially when you've already paid. Tell us what happened and we'll get you rebooked.
If You Missed It, Or It Never Came
You Missed The Call
You usually haven't lost your consultation. If you don't answer, your provider will typically complete the visit as an e-consult using the information from your consult form, and you'll hear back from them that way.
Watch your patient portal and your email for their response. If several days pass and you haven't heard anything, email support with Scheduling in the subject line.
The appointment fee isn't refundable once the scheduled time has passed — but you're getting the consultation, just in a different format.
Would you rather still speak to someone? Let us know and we'll do our best to get you rescheduled with your provider, if their availability allows.
The Call Never Came Through
Before you email, check these — they explain most missed calls:
- Your time zone. If you didn't set it when booking, your appointment was scheduled in Eastern Time.
- Blocked or unknown numbers. Providers often call from a number you won't recognize. Check that your phone isn't silencing unknown callers.
- Voicemail. A message may be waiting.
- Your consult form. If it wasn't submitted before your appointment date, the consult may have been canceled rather than missed.
If none of those explain it, email support with Scheduling in the subject line and include your appointment date and time.
support@lavenderskyhealth.comConsider An E-Consult Instead
If nothing on the calendar fits, you don't have to keep hunting for a slot.
How An E-Consult Works
An e-consult is reviewed by a provider electronically — no scheduled appointment, no phone call to catch. You fill out the form and your provider reviews it on their own time.
E-consults are reviewed within 3 business days.
New Patient E-Consult Follow-Up E-ConsultAlready Booked? You Can Still Switch
If you've already scheduled a phone consult and would rather do an e-consult — or the other way around — you don't need to cancel and start over. Email support with Scheduling in the subject line and tell us which way you'd like to switch.
There's no fee difference either way, so switching won't cost you anything extra. Because our team handles it by hand rather than automatically, give us a little notice rather than asking the same day.
Two Things That Prevent Most Problems
Set your time zone when you book, and submit your consult form before your appointment date. Between them, those two steps account for most cancellations and most missed calls.
Scheduling questions go to support with "Scheduling" in the subject line. For anything clinical — a question about your treatment, a side effect, or your dose — message your provider through the patient portal instead.