Reference
Find the next step when something goes wrong
Resolve common access, save, file and payment questions.
For All users
Before you start Start with the correct academy and account.
Common problems#
| What you see | What to check |
|---|---|
| A page or action is missing | Academy selection, role, assigned scope and plan entitlement. Ask your academy owner. |
| A child is missing | The correct academy and a verified guardian relationship. Do not create a duplicate person. |
| An invoice is still unpaid | Pending evidence review or provider confirmation. Keep the reference; do not pay again without checking. |
| A file is pending or rejected | File type, size and scan status. Use the original supported file; do not rename its extension. |
| A make-up session is unavailable | Credit validity, eligibility, booking window and remaining capacity. |
| A change conflicts with another update | Reload the record, compare its latest state and apply the intended change once. |
| A notice is missing | Recipient scope, preferences and provider availability. Check Inbox first. |
| A date looks wrong | Academy timezone, selected day and any daylight-saving transition. |
Ask for help with useful context#
For class placement, fees, pickup, attendance and family links, contact your academy first. For a technical account problem, email [email protected] with the page, approximate time, academy name and a non-sensitive error or request reference.
Do not send passwords, authentication codes, medical details, full bank data or another child's records. Crop or redact sensitive material before sharing a screenshot. If you are reporting a bug, describe the expected result and the last action you took.