# Support Cancellations Source: https://docs.astalty.com.au/guide/scheduling/support-cancellations > Cancel a support with the right reason and payment treatment under NDIS pricing rules. Scheduling add-on - This feature requires the Scheduling add-on, which is available on Astalty Premium. See How to enable Scheduling. ## Overview Astalty gives you flexibility when cancelling a support. You can specify whether the cancellation was initiated by the Participant or the provider, set payment preferences, and choose from a range of cancellation reasons. Payment and charging options follow the NDIS Pricing Arrangements and Price Guide: if a Support Worker is assigned and you charge for the support, you must also pay them. In some situations, you may choose no charge but pay, or no charge and no payment. A cancelled Support with no Support Worker assigned is the exception - charging is still allowed even though nobody can be paid, as covered below. You can also add further cancellation details for context. Support Workers see the reason in the Astalty app, and they'll be notified when a cancellation occurs. Once cancelled, the support uses your organisation's **Cancelled** status colour on the Schedule, which is red by default. See [Schedule Colours](https://docs.astalty.com.au/guide/scheduling/schedule-colours). ## Cancelling a Support > **Cancelling removes travel** > > Cancelling a Support permanently removes its travel. Astalty asks you to confirm when travel is present. Reinstating the Support later does not restore that travel, so you will need to add it again. - Open the Support you wish to cancel. Click on **Actions**, and then **Cancel Support**. ![A support's Details tab with the Actions button highlighted and its menu open, with an arrow on Cancel Support.](https://docs.astalty.com.au/assets/cancel-support-1.png) - Choose whether it is being cancelled by the Participant or the Provider. ![The Cancel Support form open at the Cancelled By section, with options for Participant and Provider.](https://docs.astalty.com.au/assets/image5-1757921445.png) - Set your Charging and Payment preference. With a Support Worker assigned, the combinations are: - **Charge & Pay** - Charge the Participant and pay the Support Worker. - **No Charge but Pay** - Don't charge the Participant, but still pay the Support Worker. - **No Charge & No Payment** - No charge to the Participant and no payment to the Support Worker. ![The Charges and Payment section of the Cancel Support form, with Charge and No Charge options for the Participant and Pay and No Payment options for the Support Worker.](https://docs.astalty.com.au/assets/image6-1757921477.png) > **Charging still charges the Participant when nobody is assigned** > > If the Support has no Support Worker assigned, Pay is locked to No Payment - there's nobody to pay. Choosing Charge still charges the Participant for the cancellation, and Astalty shows a warning confirming nobody will be paid while the Participant is still charged. This is a warning only: Astalty does not stop you from charging a cancelled Support that has no Support Worker assigned. ![The Cancel Support drawer for a support with no Support Worker, with Participant and Charge selected, Pay greyed out with No Payment selected, and an amber warning that no support worker is assigned so nobody will be paid, but the Participant will still be charged.](https://docs.astalty.com.au/assets/cancel-support-unassigned-charge-warning-guide.png) - Select a Reason from the menu. - (Optional) Add any Additional Cancellation Details for context. ![The Reason section of the Cancel Support form, with Support Worker sick - no replacement available chosen as the Cancellation Reason and a note entered in Additional Cancellation Details.](https://docs.astalty.com.au/assets/image7-1757921501.png) - Click **Cancel Support**. The Support will now use the **Cancelled** status colour in the Schedule. Hovering over the support will display the cancellation details. ![The Schedule in Day view with an arrow on a cancelled support for Jean Keebler shown in the cancelled colour, and its highlighted hover tooltip showing the time, Support cancelled: Support Worker sick - no replacement available in red, the repeat pattern and the details.](https://docs.astalty.com.au/assets/cancel-support-2.png) Open the Support to review the pay behaviour under **Cancellation Details**. ![A cancelled support with the This support has been cancelled banner and its Cancellation Details, with the Charges & Payment section highlighted stating the Participant will not be charged and the Support Worker will not be paid.](https://docs.astalty.com.au/assets/cancel-support-3.png) > **See the cost of cancellations** > > Your charge and pay choices here drive the cancellation figures in the [Scheduling Costs](https://docs.astalty.com.au/guide/scheduling/scheduling-costs) report - paid cancellation cost, lost revenue, and net loss. A shift cancelled with pay is sent to payroll as the shift would have been paid had it been worked, including its [custom allowances](https://docs.astalty.com.au/guide/scheduling/setup/custom-allowances#cancelled-shifts). A custom allowance set to **Does not pay** on a shift cancelled with pay is left out. ## Cancelling a Range of Supports in a Recurring Series When the Support you're cancelling is part of a [recurring series](https://docs.astalty.com.au/guide/scheduling/recurring-shifts), you don't have to cancel each date one by one. Astalty asks which occurrences the cancellation should apply to, so you can cancel a block of dates - a Participant away for a few weeks, for example - while the rest of the series keeps running. > **Check travel before cancelling the series** > > Cancelling removes travel from every selected Support. If you later reinstate those Supports, add the travel again manually. See [Travel To, During and From](https://docs.astalty.com.au/guide/scheduling/travel-to-during-and-from). - Open the Support, click **Actions**, then **Cancel Support**, and fill in the cancellation details as above. - Because the Support repeats, the button at the bottom of the drawer reads **Continue** rather than **Cancel Support**. Click it. - The **Cancel \[Participant]'s Recurring Supports** drawer lists the current Support and each future occurrence in the series, with the date and time of each. - The current Support is ticked and locked - it's marked **(Current)** and is always included. - Tick any additional future dates you want to cancel. The checkbox in the table header selects or clears every future date at once. - The **Select** dropdown offers **Every \[Weekday]** shortcuts - one for each weekday that comes up more than once in the list - so you can tick a whole weekday in one click. - Once you tick a future date, a running total, for example *3 future supports selected*, confirms your selection. - Click **Cancel \[n] Supports** to apply. ![The Cancel Jean Keebler's Recurring Supports window listing the Wednesday dates in the series, with the current support locked as ticked, three future dates ticked, 3 future supports selected, a Select dropdown above the list and a Cancel 4 Supports button.](https://docs.astalty.com.au/assets/cancel-support-recurring-range-guide.png) The cancellation details you entered - cancelled by, charging and payment preference, reason, and any additional details - are applied to every date you selected. Only the current occurrence and the dates that follow it are listed, and only occurrences from the same recurring series can be selected. Dates earlier in the series aren't shown and can't be cancelled this way. For a Participant in a recurring **Group Support**, the same drawer appears and lets you pick the future Group Supports to also cancel that Participant's Support on. The other Participants on each Group Support are unaffected. ### When a Date Can't Be Cancelled Some dates can't be cancelled - most often because their charges have already been invoiced, or their shifts sit in a [Timesheet Batch](https://docs.astalty.com.au/guide/scheduling/timesheet-batches). Astalty flags these individually rather than skipping them quietly: - A red alert appears at the bottom of the drawer, for example *2 supports could not be cancelled. Review the issues highlighted.* - Each affected row is highlighted in red and expands to show the specific reason, such as *Cannot cancel a support that has invoiced charges*. > **Nothing is cancelled until every selected date can be** > > The selection is applied as a single action. If any date you picked can't be cancelled, none of them are - untick the flagged dates and submit again. This stops a series from ending up part-cancelled. ## Managing Cancellations for Invoicing Cancelled Supports appear on **Shift Alerts** by default because they have no clock-in or clock-out. See [Shift Alerts](https://docs.astalty.com.au/guide/scheduling/shift-alerts) to review and approve a cancellation for payment. ## Reinstating Cancelled Supports Reinstating restores the support, its Participants, financial details, and assigned staff. Travel removed when the support was cancelled is not restored, so add that travel again after reinstating. To reinstate a support, open the cancelled support, select **Actions**, then click **Reinstate Support**. ![A cancelled support with the Actions button highlighted and its menu open, with an arrow on Reinstate Support. A red banner reads This support has been cancelled, above the Cancellation Details.](https://docs.astalty.com.au/assets/reinstate-support-1.png) ![The Reinstate Support dialog saying This will undo the cancellation and restore the support to its active state, with the Reinstate button highlighted beside Cancel.](https://docs.astalty.com.au/assets/reinstate-support-2.png) This will return the support to its most recent active state. From here, you can make changes to the Support as required. ### Reinstating a Range of Cancelled Supports If the cancelled Support is part of a recurring series and later occurrences in that series are also cancelled, **Reinstate Support** opens the **Reinstate \[Participant]'s Recurring Supports** drawer instead of the simple confirmation. It works the same way as the cancellation drawer: - Only cancelled occurrences from the same series, on or after the Support you opened, are listed - dates that are still active aren't shown, so there's nothing to untick. - The current Support is ticked and locked. Tick any additional cancelled dates you also want to bring back. - Click **Reinstate \[n] Supports** to restore them all in one action. A date can fail to reinstate for its own reasons - its charges have been invoiced, its shifts are in a Timesheet Batch, or the Charge Item Set it used has since been [archived](https://docs.astalty.com.au/guide/charge-items/managing-charge-item-sets/archiving-restoring-charge-item-sets). These are flagged row by row in the same way, and, as with cancelling, the whole selection is held back until you untick the flagged dates. Occurrences that have already finished can't be included in the selection. If the Support isn't recurring, or every later occurrence in the series is still active, you'll get the standard **Reinstate Support** confirmation instead. > **Cancelled Participants in a Group Support** > > In a Group Support, a cancelled Participant with no invoiced items can be removed from the support entirely - instead of lingering as a red cancelled entry - using the **Delete Support** action. See [Removing a Cancelled Participant](https://docs.astalty.com.au/guide/scheduling/adding-shifts/adding-a-group-shift#removing-a-cancelled-participant). ## How Cancellations Appear for Support Workers Support Workers see the cancellation status and reason in the Astalty app. Notification - Support Workers receive an in-app notification when a shift assigned to them has been cancelled. ![A phone lock screen showing Astalty push notifications, with the Shift Cancelled notification highlighted: A Shift that was assigned to you has been cancelled.](https://docs.astalty.com.au/assets/image4-1757921551.png) Support Details - When they tap into the support, they can see that it was cancelled and the cancellation reason. ![A cancelled shift opened in the Astalty app, with the Cancelled status and the reason Participant unwell highlighted at the top of the Overview card, above the Participant, Details and Location rows.](https://docs.astalty.com.au/assets/image2-1757921568.png) ## How Cancellations Appear on Shift and Support Lists Cancelled Supports keep their place in a Support Worker's **Shifts** list and a Participant's **Supports** list, each marked with a red **Cancelled** label and an alert icon - select the icon to see whether the support was charged and the worker was paid. On the [All Shifts](https://docs.astalty.com.au/guide/scheduling/published-and-unpublished-shifts#bulk-actions-from-the-all-shifts-page) page, a cancelled shift gets a red **Cancelled** badge under its Published or Unpublished status, so you can see every shift's status in one place. For a Group Support, the badge only appears once every Participant on that shift has been cancelled. ![The All Shifts page with a red Cancelled badge highlighted under the Published or Unpublished status chip on several rows.](https://docs.astalty.com.au/assets/all-shifts-cancelled-status-guide.png) Add the **Cancellation Status** filter and choose **Cancelled** or **Not Cancelled** on All Shifts, a Support Worker's Shifts list, or a Participant's Supports list to show only cancelled or only active entries - rather than opening the [Support Cancellations Report](https://docs.astalty.com.au/guide/reports/support-cancellations-report) to check one worker, Participant, or the whole schedule. See [Viewing a Support Worker's Schedule](https://docs.astalty.com.au/guide/scheduling/viewing-a-support-workers-schedule#viewing-a-workers-shifts) and [Viewing a Participants Schedule](https://docs.astalty.com.au/guide/scheduling/viewing-a-participants-schedule#viewing-participants-schedule). ![The All Shifts page with the Cancellation Status filter applied, set to Cancelled.](https://docs.astalty.com.au/assets/all-shifts-cancellation-status-filter-guide.png) ## How Cancellations Appear on Schedule PDFs Cancelled supports are handled differently depending on which schedule you are exporting. Wherever one appears on a PDF, it carries a red **Cancelled** label after its time: - **A Participant's schedule** includes cancelled supports unless you set the **Cancelled supports** filter to **Exclude**. See [Choosing What Goes on the PDF](https://docs.astalty.com.au/guide/scheduling/viewing-a-participants-schedule#choosing-what-goes-on-the-pdf). - **A Support Worker's roster** leaves them out unless you tick **Include cancelled shifts**. See [Viewing a Support Worker's Schedule](https://docs.astalty.com.au/guide/scheduling/viewing-a-support-workers-schedule#exporting-a-workers-schedule-as-a-pdf). ## Cancellation Video Walkthrough Video walkthrough: shift cancellations.