thread Re: no show protection in Appointments & Bookings

no show protection

SPHS — Mon, 22 Sep 2025 14:19:37 GMT

Why is it that when you book an appointment for a customer online it doesn't send a confirmation text or email that requires them to put in their card number for no show protection.

Re: no show protection

TheRealChipA — Thu, 08 Sep 2022 12:50:34 GMT

Hi @SPHS

In your dashboard, you have the ability to specify how you want payments and cancellations handled. This is found at Appointments -> Settings -> Payments & Cancellations.

Basically there are three options:

Booking without No-Show Protection
Require Prepayment at the time of booking
Booking with No-Show Protection, which is an Appointments Plus subscription level option.

As I understand it, the difference between the second and third options above is that the second one charges the card immediately and is required to make the appointment, which the third will only charge in the event of cancellation or a no-show marked by you (ie - card on file).

Most likely your current setting here is not the one that you need for your shop.

Let me know if you have any other questions.

Re: no show protection

SPHS — Wed, 14 Sep 2022 15:00:30 GMT

I did all of that. It still has them confirm without a card

Re: no show protection

TheRealChipA — Wed, 14 Sep 2022 16:17:50 GMT

@SPHS I just finished a few bookings on a test site that I have. Here’s what I found:

I double-checked and that I had “Require Prepayment” turned on in the Payments & Cancellations settings group.
I book a service for myself and noticed that it did not require pre-payment. But I then realized that was because the service I booked had no payment shown, that I had set it as variable pricing.
Sensing that this was the problem, I set a fixed price of $20. Then I went back and booked a new appointment. This time, it required a credit card to book.

I’m wondering if you have your services set as variable pricing. If so, then the Require Prepayment option doesn’t know what to charge for a pre-payment, so it doesn’t show it. You’d have to specify a fixed charge for services that can be booked online. I’m assuming that this is a limitation of the free tier of Square Appointments, but I haven’t researched that part.

If you are certain that you have “Require Prepayment” on, and that you have fixed prices for your services that can be booked online, then you need to call the Square Customer Success Team and have them look into a potential problem with your account. It’s working for me.

I’m sorry I can’t assist any better, but I wish you rapid success in resolving this.

Re: no show protection

_Violet — Wed, 14 Sep 2022 16:27:44 GMT

Hi @SPHS - sorry to see that trouble with Appointment Booking has brought you to the Seller Community! 😥

Some of this does sound off, but it's difficult to pinpoint what may be happening without looking at your account with you.

The fastest way to resolve complicated Square Appointments questions is by reaching out to our Support Team directly. The best way to reach out is by phone because our team can look at your account with you and help you make adjustments in real time.

If you haven't already, please reach out directly by logging into your Square account and heading here.

And thank you to @TheRealChipA for your assistance here! 🙏