Customer Portal FAQs
Quick Navigation
Here are the answers to our most frequently asked questions. Click on any of the highlighted sections below to find detailed answers to your specific questions or scroll down to view each question.
Download & Sign Up
How do I download the app?
Head over to the App Store (iOS) or Google Play Store (Android) on your mobile device. Search the name of the business you are a customer of and tap ‘Download’ or ‘Install’. Once the app is installed, open it and either create a new account or log in with your existing credentials.
How do I create an account as a new customer?
To create an account, open the app or the desktop portal and click on ‘Sign Up’. Fill in your details as prompted. You’ll receive a confirmation email with a verification link. Click the link to verify your account. You have now created an account and can start adding more students to your account and book classes.
How do I login to the app as an existing customer?
Once the app is downloaded, use your existing login credentials you would use for the desktop portal and click ‘Login’. If you’ve forgotten your password, click on the ‘Forgot Password’ link to reset it. Once a new password is set up, you can login as normal.
Booking
How do I complete my first booking?
To complete your very first booking, follow these steps:
- Click the ‘Bookings’ button on the navigation bar and select ‘Book New Class’ to open the timetable view.
- Since your student(s) don’t have any classes selected yet, click ‘Book New Class’ next to their name to open the course selector.
- Choose the course you’d like your student to enroll in and click ‘Select’. The timetable will update to display available times for the chosen course. If you want to change your selection, click ‘Different Course?’. Use the day toggle to view different weekdays and apply filters to refine your options.
- Once you find a suitable time, click on it to proceed.
- You can add more times for this student or repeat the process for other students.
- When you're ready, click ‘Book Now’ to continue.
- On the next screen, choose your start date and package, then double-check your bookings. Click ‘Confirm & Continue’ to proceed. Please note that you cannot return to this page without canceling your booking, so ensure all details are correct.
- Your booking will be held for 10 minutes, during which you can add a payment method. Select your payment option (e.g., credit or debit card), enter the details, and confirm your booking. Your payment method will be saved, so you won’t have to fill in these details again.
- Once you click ‘Confirm & Continue’, your booking will be finalised, and you’ll receive a confirmation email.
How do I use self-check in?
Self-check-in becomes available shortly before the class start time and is only accessible on mobile devices. The class ready for check-in will appear at the top of your screen, next to the QR code icon. Tap the QR code icon to display your code, which you can scan at your facility to complete the check-in process.
How do I move a booking?
To change the day or time of a booking, go to the ‘Bookings’ tab or navigate to Upcoming Bookings on your home screen. Click on ‘Change Day & Time’ and select a new class time for the student. Then, follow the same steps as you would for a normal booking.
What if I need to cancel an upcoming class?
If you are unable to attend a class, locate the upcoming class you wish to cancel. Click on ‘Can’t Attend?’ and ensure you’re cancelling the correct class. Then click ‘Yes, Confirm’. Depending on the business’s settings, you will either receive a make-up voucher or a refund.
Note: This option is for cancelling individual classes and does not mean you are dropping your enrolment.
Where can I view more information about my booking?
On the desktop portal, you can access more details about your booking by clicking on the three dots at the end of an upcoming booking. On mobile, tap the ‘View Details’ button to see further information. This will provide details such as the course description, room or lane information, and options to change the day or time, or cancel the lesson.
Voucher & Make Up
How far in advance can I book a make up?
The timeframe for booking a make-up lesson depends on the policies of the specific business you are enrolled with. For details about extending the booking period for make-up lessons, please contact the business directly.
How do I make a voucher booking?
If you have available vouchers, they will be displayed on your home screen under ‘Vouchers’ or in the ‘Voucher’ tab. Click on the active voucher on your home screen, or navigate to the ‘Vouchers’ tab to begin booking. Select ‘Book Now’ and proceed with booking a class as usual. Please note, you will not be able to use a voucher if there is an outstanding balance on your account.
Billings & Payments
How do I add a payment method?
You can add a payment method during your first booking process, right after selecting your start date. If you'd like to update your payment method or add one before booking, go to the Billing section in your account and click ‘Add Payment Method’. Select your preferred payment option, enter your details, and use the toggle to enable automatic payments, which will charge your card automatically for future bookings.
How do I view and download invoices?
In your Billing section you will find all your open invoices and the option to view closed invoices. Click on ‘Make Payment’ to settle open invoices.
Progress
How do I view progress?
To view progress, navigate to the ‘Progress’ tab in the navigation bar. Select the student whose progress you want to view and click on the course icon. You will see the student's overall progression towards completing the course, displayed as a circular progress indicator around the course icon. You can also view the student's progress towards individual achievements and download certificates for completed achievements.
People
How do I add a student to my account?
There are multiple ways to add a student to your account.
- From the Home Screen: Tap the round plus icon in the "People" section to quickly add a new student.
- While Booking a Class: When scheduling a new class, scroll to the bottom of your timetable to find the option to add a student.
- In the People Section: Navigate to the "People" section and select "Add Student" to create another profile.
How do I update profile information?
Navigate to the ‘People’ section and click ‘View Profile’ for the student whose information you want to update. Then, click on the ‘Edit Details’ button. This will allow you to update details such as the student’s name, date of birth, or profile icon.
Account
How do I change my contact details?
Under ‘Account’, click on ‘Contact Details’. From here, click on ‘Edit Details’ to update your address, phone number, and other contact information.
How do I change my password?
Go to ‘Account’ and select ‘Change Password’. Enter your old password and set a new one.
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