Why "Reschedule" or "Cancel" is greyed out for a booking

If the Reschedule or Cancel option in the row menu is greyed out, the most common reason is that the appointment time has already passed. The Cancel button stops working once the appointment is in the past — even by a minute. What you do next depends on what's happened:

Patient didn't show up (FTA / DNA / no-show)?

You don't cancel an FTA. Once the appointment time has passed, mark the booking as Failed to Attend on the billing screen so it's removed from your bill.

What to do: Go to Billing → Bookings, find the booking, click Request in the Adjustment column, and pick Patient did not attend appointment. See Mark a patient as FTA, DNA or not a new patient (and other reasons to dispute a charge).

Patient called to cancel after the appointment time?

Late-cancel after the time has passed counts as a non-attendance for billing purposes. Same flow as FTA — mark it via the billing screen, with Patient did not attend appointment and answer Yes to "Did the patient notify the practice about cancelling?"

What to do: Same as above — see Mark a patient as FTA, DNA or not a new patient (and other reasons to dispute a charge).

Patient turns out not to be a new patient?

If they've been to your practice before and shouldn't have been counted as new, mark the booking via the billing screen with Patient had attended this practice previously. See Mark a patient as FTA, DNA or not a new patient (and other reasons to dispute a charge).

Other reasons Cancel might be disabled

The booking is already cancelled. No further cancellation needed.
The PMS or business rules don't currently support cancelling this booking through the portal.

Why Reschedule might be disabled

The booking is cancelled. Cancelled bookings can't be rescheduled — make a new booking instead.
The appointment time has already passed. You can't reschedule into the past.
The PMS or business rules don't currently support rescheduling this booking through the portal.

What you can still do for a past booking

View the booking details — click the row to see everything captured.
Mark related activity as seen on the dashboard activity feed.
Mark the booking as FTA, DNA or not-a-new-patient if you don't think it should be billed (the most common case for past bookings — see the sections above).

Tips & things to watch for

If you think an action should be available but it's greyed out, contact support — there may be a setup issue we can investigate.
For Praktika and Core Practice users, cancellations and reschedules made here propagate to your PMS automatically. If we add a new integration in future that doesn't, you'll see a "Manual update required" alert in the dialog. See Cancel a patient's booking and Reschedule a patient's booking.