ReachLink offers flexible ways to manage therapy appointments through SMS, the website, and the mobile app. This guide explains how to schedule, reschedule, or cancel sessions, along with important policies to help you stay on track with your care. Provider-initiated cancellations or reschedules follow a different process and will not result in any charges to you.
Appointment Notifications
Clients receive automated SMS and email reminders and confirmations from ReachLink’s automated line:
📱 Automated Line: 850-446-5483
📧 Email Notifications: Sent from appointments@mail.reachlink.com
These reminders help you keep track of upcoming appointments, confirmations, and any required actions on your account.
Pending Appointments (Provider-Scheduled Sessions)
If a provider schedules an appointment on your behalf, the appointment will appear as Pending.
To secure the time:
- You must confirm the session.
- Pending sessions must be confirmed within 72 hours, or at least 24 hours before the appointment time—whichever comes first.
- If a pending session is not confirmed in time, it may be automatically removed from your schedule.
You can confirm via SMS, email, the app, or the website.
Ways to Manage Your Appointments
1. SMS Text Messaging
- You’ll receive automated reminders from 850-446-5483.
- When prompted, you can reply “1” to cancel a session.
- Then confirm your request by responding “Yes” or “No”
2. Website
- Log in at reachlink.com
- Go to Appointments
- Select your session
- Choose Confirm, Reschedule, or Cancel
3. Mobile App (iOS or Android)
- Open the ReachLink app
- Tap Appointments
- Select your session
- Choose Confirm, Reschedule, or Cancel
Rescheduling a Session
More Than 24 Hours Before the Appointment
- No fee
- Log in and book a new time that works for you.
Within 24 Hours of the Appointment
- A $30 late rescheduling fee applies.
If No Suitable Times Are Available
- Contact the Care Team for assistance:
- In the app: Get Help
- Email: support@reachlink.com
- Phone: 833-588-7992
Canceling a Session
More Than 24 Hours in Advance
- No fee
- Cancel through SMS, the website, or the app.
Within 24 Hours
- A $30 late cancellation fee applies.
No-Show Policy
- A $30 fee applies for missed sessions without notice.
EAP (Employee Assistance Program) Client Exceptions
- EAP clients do not pay late cancellation or rescheduling fees.
- Because EAP sessions cannot be billed when missed, each short-notice cancellation, reschedule, or no-show results in an immediate account suspension.
- To resume scheduling, you must re-attest to the cancellation policy; scheduling is reinstated upon re-attestation.
- ReachLink or your provider may terminate services at any time, including on a first occurrence. As a guideline, up to 3 events in a 30–90 day period may be allowed, but this is not guaranteed.
- Policies vary by employer—consistent attendance helps preserve your benefits.
Important Notes
- Late fees ensure providers are compensated for reserved time and preparation.
- For complete details, see the Cancellation, Rescheduling & Missed Appointment Policy.
- Fee waivers are considered only for exceptional circumstances and are not guaranteed; requests must be submitted with supporting documentation through ReachLink's appeal process.
- EAP clients must follow their program’s attendance guidelines to avoid interruption in benefits.
- The fees and policies described in this guide apply only to cancellations, reschedules, or no-shows initiated by you, the client. If your provider needs to cancel or reschedule a session, different terms apply and no fee will be charged to you.
Need Help?
We're here to support you in managing your appointments and accessing care.
Phone: 833-588-7992
Email: support@reachlink.com
In the App: Tap “Get Help”