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Why was my consultation request cancelled?
Why was my consultation request cancelled?

If a provider isn't able to help you on Maple, they'll cancel your request so you don't get charged

Roxana Zaman avatar
Written by Roxana Zaman
Updated over a week ago

When you submit a consultation request on Maple, your request is submitted to our available healthcare providers, who evaluate the request and determines whether they will be able to help you online.

If the healthcare provider feels that they can’t help you online, or there are no providers available, your request will be cancelled. If payment is required and you are not matched with a healthcare provider, you will not be charged.

If your request is cancelled, we’ll send you a notification with more detailed information. You can also view this information by:

  • Logging in to your Maple account in a web browser and clicking View Details under the date of the specific consultation on the right side of the dashboard.

  • In the mobile app, click the menu at the top left, select Consultations and click on the specific consultation request.

You can submit a new request and clarify your concerns — another healthcare provider may be able to help. Always provide as much information and detail as possible when submitting your request. This gives the healthcare provider valuable information to determine how they can provide the best care.

Please note that for some programs and specialties, there may be limited availability of eligible providers, which may result in some requests being cancelled automatically if it is not picked up in a specific amount of time. This is to ensure that patients are able to seek timely and appropriate care for their concern. If you are having trouble connecting with a provider, it may be helpful to try requesting a consultation at another time.

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