When can I submit an appeal?
You can ask Coople to review a specific cancellation or no-show when an emergency or exceptional situation affected you.
Appeals are linked to individual events in your reliability history. Submitting an appeal does not guarantee that it will be approved.
Submit your appeal and supporting documents within 48 hours whenever possible. Appeals are not blocked after 48 hours, but any protection period will have ended and the event’s consequences may apply while the later appeal is reviewed. Acting quickly also matters for sickness or accident cases because delayed documents can affect insurance and benefit processing.
How do I submit an appeal?
Open your reliability profile in the Coople Jobs app.
Select the cancellation or no-show you want reviewed.
Choose Appeal.
Explain what happened.
Attach supporting evidence where possible.
Submit the appeal and check its status in the app.
For a no-show, you will also be asked why you could not cancel in the app before the shift started.
If you were suspended before 28 September 2026, use the old appeal form link on the same screen.
What evidence should I provide?
Evidence helps us understand and verify what happened. Depending on the situation, this could include:
A medical certificate from in-person doctor
Hospital or emergency documentation
Proof of a transport disruption
Confirmation of an official appointment
Confirmation that the company asked you to cancel
Other documents or screenshots relevant to the situation
Coople may ask you for more information before making a decision.
You can submit an appeal without evidence, but evidence makes it easier to verify what happened and increases the chance of approval. If evidence exists, upload it as soon as possible.
Evidence does not guarantee approval, and missing evidence does not block submission. Appeals without supporting evidence are less likely to be approved when the situation cannot otherwise be verified.
Medical certificate requirements
If your appeal is based on sickness or illness:
A doctor's certificate is required from the first day of absence.
The certificate must be issued no later than 3 days after the first day of absence.
The certificate must be from an in-person doctor's appointment. Certificates issued by telephone or online are not accepted.
If you fell ill during a shift and are claiming daily sickness benefits, a doctor's certificate is also required.
What is the 48-hour protection period?
Most reliable Cooplers may be offered a 48-hour protection period after a late cancellation.
If this option is available:
Your badge, reliability, and escalation state are temporarily held.
Submit the appeal within 48 hours.
Attach the requested evidence.
If you submit the appeal correctly, the hold continues while Coople reviews it.
What happens after I submit?
Coople will reviewing the information and may request more evidence.
Approved — the event is excused and its effect on reliability, badge.
Rejected — the event and its consequences remain in your record.
Can I appeal an early cancellation?
You can submit an appeal for a cancellation shown in your reliability history. Some reasons are unlikely to be approved unless the cancellation caused a meaningful consequence or exceptional circumstances apply. We suggest to submit an appeal only if you were sick with a medical note or had a documented emergency.
Can I appeal a suspension?
If a Coople Trust cancellation or no-show caused the suspension, appeal that specific event from your reliability history.
If the suspension was applied for other reasons or relates to a conduct investigation, contact support.