This page explains why customers may see an "Invalid Link" error when trying to reschedule or cancel their appointment.
If you've clicked on the reschedule or cancel link in your appointment confirmation email and see an "Invalid Link" error page, here's what's happening.
The most likely reason is that the link to reschedule/cancel the appointment has already expired.
Every appointment confirmation email includes a deadline for rescheduling or canceling. This is displayed in the email, for example:
"Valid until 48 hours before the appointment starts: Sunday, Feb 21st 15:00 EST"
Once this deadline passes, the reschedule/cancel link becomes invalid and can no longer be used.
Please contact the store owner if you want to reschedule or cancel your appointment.
The store owner can manually reschedule or cancel your booking even after the self-service link has expired.
If your customers are seeing this error, it means:
The customer tried to reschedule/cancel after the deadline you set
The reschedule/cancel policy expired (e.g., 48 hours before appointment)
Navigate to Sesami > Bookings
Find the customer's appointment
Manually reschedule or cancel the booking on their behalf
The customer will receive a confirmation email with the updated details
To change how long customers have to reschedule or cancel:
Open Sesami in your Shopify Admin
Navigate to Settings > Cancellations, Rescheduling and Refunds
Adjust the "Allow rescheduling/cancellation until X hours before appointment" setting
Save your changes
Pro tip: A 24-48 hour window is common to prevent last-minute cancellations while still giving customers flexibility.
Cancellations, Rescheduling, and Refunds - Policy configuration
Quickstart Guide - Setup and troubleshooting
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