# No-show protection > Require a deposit from clients who keep missing appointments, see who needs one, and set a deposit for one client. Source: https://heylilo.co/help/payments/no-show-protection No-show protection makes clients who keep missing appointments pay a deposit when they book online. You choose how many no-shows it takes. If they cancel late or miss again, you keep the deposit. [Cancellations, no-shows, and deposits](https://heylilo.co/help/payments/cancellations-and-deposits) explains when Lilo keeps a deposit and when it refunds it. ## Turn on no-show protection **Applies to:** Owners, admins and location managers You need payments set up first. Until then, **Turn on No-show Protection** is grayed out. The owner or an admin sets up payments in [**Settings** → **Payments**](https://app.heylilo.co/dashboard/settings?tab=payments). 1. Go to [**Settings** → **No-show Protection**](https://app.heylilo.co/dashboard/settings?tab=no-show-protection). 2. Select **Turn on No-show Protection**. Protection isn't on until you finish step 4. 3. Under **Deposit Policy**, choose how the deposit works: - **Static deposit** asks for one deposit once a client reaches your threshold. Choose the **Deposit amount** (25%, 50% or 100% of the booking) and the **No-show threshold** (1 to 5 no-shows). The default is a 50% deposit after 2 no-shows. - **Scaling deposit** raises the deposit with each no-show. Under **Scaling Ladder**, choose one: - **Gentle**: 25% after 2 no-shows, 50% after 3, 100% after 5. - **Standard**: 25% after 1 no-show, 50% after 2, 100% after 4. - **Firm**: 50% after 1 no-show, 100% after 2. 4. Select **Turn on Protection**. Lilo checks every client against your terms right away, including older no-shows. It tells you if anyone now needs a deposit. In the Lilo app, go to **More** → **Business Settings** → **No-Show Protection**. The steps are the same. ## Change your terms **Applies to:** Owners, admins and location managers 1. Go to **Settings** → **No-show Protection**. 2. Change your terms and select **Save Changes**. Lilo checks every client again. It raises, lowers or removes the deposits it added so they match your new terms. ## Turn protection off **Applies to:** Owners, admins and location managers 1. Go to **Settings** → **No-show Protection**. 2. Turn off **No-show Protection is on**. 3. Select **Turn off**. Lilo removes the deposits it added. Deposits you set on a client yourself stay. ## See your no-show numbers **Applies to:** Owners, admins and location managers Once protection is on, **Settings** → **No-show Protection** shows **No-show Metrics**. These are all-time totals for your whole business: - **Total no-shows** - **Clients with no-shows** - **Under protection**: clients who need a deposit because of protection - **Deposits kept** There's no list of which clients are under protection. To check one client, open their profile (see the next section). ## See who needs a deposit 1. Open the client from [**Clients**](https://app.heylilo.co/dashboard/clients). 2. Select **More**, then choose **Preferences**. In a narrow browser window, select the **Preferences** tab instead. 3. Look at **Scheduling Restrictions**. A client under protection shows **Deposit Required**, the percentage, and a reason like **No-show Protection: 2 no-shows**. ## Require a deposit from one client 1. Open the client from **Clients**. 2. Select **More**, then choose **Preferences**. In a narrow browser window, select the **Preferences** tab instead. 3. On **Scheduling Restrictions**, select **Edit**. 4. Turn on **Requires Deposit**. 5. Choose the **Deposit (% of booking total)** and add a **Reason**. 6. Select **Save Restrictions**. This also needs payments set up. A deposit you set yourself works whether protection is on or off. ## How it works - Lilo counts every no-show a client has with your business, at any location. That includes no-shows from before you turned protection on. Cancellations don't count. - When you save your settings, Lilo updates every client right away. After a new no-show, it updates that client shortly after you mark it. - The deposit is a percentage of the booking total. If a service asks for a bigger deposit, the client pays the bigger one. At 100%, they pay in full when they book. - Lilo only recognizes clients who book with the same email and phone number as their profile. If they use a different email or number, Lilo treats them as a new client and doesn't ask for the deposit. - Only online bookings collect the deposit. When you or your team book a client in Lilo, there's no deposit, even if they're under protection. - Reaching your terms doesn't add a deposit to appointments a client already booked. It applies the next time they book online. - Protection never lowers or removes a deposit you set on a client yourself and never changes your reason. If their no-shows call for more, it raises the percentage. Turning protection off doesn't undo that. ## Common questions ### Why does a client who no-showed months ago need a deposit now? Protection counts every no-show, even ones from before you turned it on. ### Why wasn't a client under protection asked for a deposit? Usually it's one of these: - They booked with a different email or phone number than their profile. - Someone on your team booked them. Only online bookings collect deposits. - Your card payments aren't working, so Lilo can't collect deposits. ### Can I let one client off? Not while protection is on. You can turn off **Requires Deposit** on their profile, but Lilo turns it back on if they still meet your terms. That happens after their next no-show, or the next time anyone saves the no-show protection settings. ### Why didn't turning protection off remove a client's deposit? Turning protection off only removes deposits that protection added. Those have a reason that starts with **No-show Protection**. If someone set the deposit by hand, or changed its reason, it stays. To remove it, turn off **Requires Deposit** on that client. ### Does protection cover every location? Yes. There's one setting for your whole business, and no-shows at any location count.