---
title: Cancel an appointment as a customer
description: Cancel a service appointment from either the Customer or the Consumer Service Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/appointment-booking/appt-booking-cancel-appt-UI.html
release: australia
product: Appointment Booking
classification: appointment-booking
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Managing appointments as a customer, Managing appointments, Use, Field Service Management]
---

# Cancel an appointment as a customer

Cancel a service appointment from either the Customer or the Consumer Service Portal.

## Before you begin

Role required:

## About this task

An appointment cannot be canceled if the current time is within the cancellation time window specified in the service configuration. If within this cancellation time window, the **Cancel** button does not appear in the Appointment field on the work order.

**Note:** Canceling an appointment also cancels the associated work order and work order tasks.

## Procedure

1.  Log in to the Customer or Consumer Service Portal.

2.  In the portal header, click **Support** > **Appointments** to display the Appointment Listing page.

3.  Click **Upcoming** to view a list of upcoming appointments.

4.  Select the appointment to reschedule.

    This opens the work order for the selected appointment.

5.  Below the **Appointment** field, click **Cancel**.

    The system displays a warning that the appointment and the associated work order will be canceled.

6.  Click **Continue** to cancel the work order.

    The appointment and work order are canceled. The **Appointment** field no longer appears on the work order form and the customer should receive a confirmation email regarding the cancellation.

    Information about the canceled appointment is noted in the **Activities** field on the work order. This information includes the original appointment window, an appointment cancellation message, and the user who made the change.