> For the complete documentation index, see [llms.txt](https://help.sesami.co/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sesami.co/get-started/onboarding/troubleshooting/as-a-customer-why-am-i-seeing-an-invalid-link-error-page.md).

# Invalid Link Error Page

This page explains why customers may see an "Invalid Link" error when trying to reschedule or cancel their appointment.

## The Error

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.

## Why this happens

The most likely reason is that **the link to reschedule/cancel the appointment has already expired**.

### Link Expiration

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.

## What to do

**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.

## For store owners

If your customers are seeing this error, it means:

1. The customer tried to reschedule/cancel after the deadline you set
2. The reschedule/cancel policy expired (e.g., 48 hours before appointment)

### How to help your customer

1. Navigate to **Sesami > Bookings**
2. Find the customer's appointment
3. Manually reschedule or cancel the booking on their behalf
4. The customer will receive a confirmation email with the updated details

### Adjust your reschedule/cancel policy

To change how long customers have to reschedule or cancel:

1. Open **Sesami** in your Shopify Admin
2. Navigate to **Settings > Cancellations, Rescheduling and Refunds**
3. Adjust the "Allow rescheduling/cancellation until X hours before appointment" setting
4. **Save** your changes

{% hint style="info" %}
**Pro tip**: A 24-48 hour window is common to prevent last-minute cancellations while still giving customers flexibility.
{% endhint %}

## Related

* [Cancellations, Rescheduling, and Refunds](/booking/booking-features/cancellations-rescheduling.md) - Policy configuration
* [Quickstart Guide](/get-started/quickstart.md#troubleshooting) - Setup and troubleshooting


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