How do I learn Enrollsy's terminology?
Since we do allow our clients to change the terminology within Enrollsy, we have to have our own lingo that we refer to (and write support articles on). See "Learn Enrollsy Lingo" to learn the terms we refer to so you know how to search for what you need in our Support Center!
How do I add new Admins?
Remember that you have a limited number of users based on your selected plan package:
Starter Plan can have one free Admin user
Pro Plan can have two free Admin users
Enterprise Plan can have six free Admin users
You can always upgrade to more users for a monthly charge. If you are on the Pro Plan, you can add up to three additional Admins for $30/month per user. To create a new Admin profile, follow these steps:
Go to My Company > Users Tab > Admins
Click the Plus button
A name and email address are required
Put Role as "Admin" and click on the cog button and then the pencil icon to check permissions
How do I add new Instructors?
Go to My Company > Users Tab > Instructors
Click the plus button. A name is required
Enter roles with permissions (you can add more roles by clicking the plus button)
How do I assist Customers/Account Holders in logging in?
When your customers have issues logging into Enrollsy, you will need to assist them as an administrator. The first step is to ask your customer: “How did you attempt to access your Enrollsy sign-in page?” Make sure they are using the Account Sign-in link (My Company page in the admin portal) or a website sign-in link or logging in the customer side of the Enrollsy app.
If step one doesn't work, the customer can reset their password by clicking the “Request Password” button on the Account Sign-In page OR an Admin user can send them a reset link (“Account Password Reset” on the My Company page).
Sometimes customers will say they did not receive the password reset email. There are a few reasons this may be:
Spam: The email may have gone to their spam/junk folder. Tell them to double-check there first.
Incorrect Email: Verify the customer’s email address to ensure it is the same email address in their account. Remember, this is the Primary Account Holder’s email address (unless the Primary Account Holder gave the Secondary Account Holder account access). This support article describes how to grant access (hint: you can send this to the Primary Account Holder).
Same Email in a Different Account: If an Account Holder (Primary OR Secondary) has the same email in a different account, their login WILL NOT WORK. You will have to delete the other instance of their email.
Whitelist Us: If neither of the steps above works, inform your customer to whitelist enrollsy.com by following these instructions.
How do I assist Instructors/Staff in logging in?
Instructors can log into Enrollsy through the Enrollsy app (Instructor side) or by going to app.enrollsy.com/instructors. Make sure they are logging in at the right place.
Next, make sure you have checked the box for them to have login access on their Instructor profile. If they have a login, you can reset their multifactor authentication (see next question).
How do I reset multifactor authentication?
Go to the Admins Page. Edit the Admin you want to reset. In the drawer on the right, click "Authentication," then click the reset Multi-Factor Authentication refresh icon. You can do the same thing for Instructors on the Instructors page.
How do I view my bill from Enrollsy?
You have to sign in to your Enrollsy customer account from this URL: https://app.enrollsy.com/sign-in/enrollsy For more information, see this article.
What do I do when an ACH payment is rejected?
An ACH return is the equivalent of a bounced check. See this support article to find out more about rejected ACH payments.
How do I know when a credit card has been declined?
A "Declined" credit card payment means Enrollsy's automatic payment system attempted to authorize the card with the credit card company. If auto-pay runs and invoices remain unpaid, the payment is declined. There will be no record of the payment in the Customer's transaction history in the "BILLING" tab on their account if the payment was unsuccessful.
When the card declines, the Admin users who have the setting "Receive failed customer payment emails" turned on will receive an email notification of all declined credit card and ACH payments during Auto-pay. Learn more about how to handle declined credit card payments here.
How do I handle credit card chargebacks?
A chargeback or payment dispute happens when a cardholder questions a credit or debit card transaction and asks their bank to reverse it. See this support article for more information about Chargebacks and how to dispute them.
How do I do refunds?
For electronic transactions (ACH and/or credit cards), you can refund the payment in full or partially (unless your merchant account provider is CardConnect; then you can only do full refunds). Check out this article: How to refund an ACH or credit card payment. For checks or cash refunds, see How to Refund for cash or check.
What does "void" a payment mean?
Voiding a payment is available if the credit card or ACH payment was posted on the SAME day. Voiding a transaction is the process of canceling the payment before it batches. Find out how to void a payment here.
How do I add a charge to an Account?
When you post a "charge," you are essentially creating an Invoice with tuition or some other fee to a customer's account. Learn more about Charges and Payments here. Also, see How to add or create an Invoice.
How do I charge a Customer's card (make a payment) on an Account?
When you post a "payment," you are collecting and/or recording some kind of payment that will either be taken out of the customer's account or already made to you. See How to pay an Invoice for instructions.
How do I edit a Customer's payment method?
An Admin user can edit a Customer's payment method (bank account or credit card) on the Customer's billing page. See instructions here: How to Edit a Customer's Payment Method. Customers can also log into their accounts and change their payment method. Instructions are here (and can be sent to the customer): How to Change your Card/Bank Information.
How do I add or edit a Payment Plan?
Payment plans are payment events that happen on a given date/time. Enrollsy allows for three types of Payment Plans created inside an Enrollment Period:
To edit an existing Payment Plan inside an Enrollment Period, click here.
To add, remove, or edit an Individual Account's Payment Plan, click here.
How do I move an Enrollee to another Program or Class?
If you need to REASSIGN an Enrollee (meaning you don't need to keep the current enrollment), then you can easily do this on the Classes page. See this article for detailed instructions. NOTE: If an Admin user reassigns an Enrollee this way, any Payment Plans or Invoices on the current enrollment will be lost!
If you need to KEEP the current enrollment while moving the Enrollee to another Program or Class, see this support article for details.
How do I create an Activity?
Go to My Company > Activities Tab. Select Enrollee, Instructor, or Class, depending on whom you want to create the activity for, and click the plus button. Name your activity, then choose the icon and color. For more detailed instructions, see How to create custom Activities.
What is the difference between Required Documents and E-signature Documents?
Required Documents are Documents that you require of at least ONE Customer and need to be filled out and/or uploaded by the Customer. Learn more about Required Documents here.
E-signature Documents are Documents provided by you and saved as a PDF. They are then uploaded to Enrollsy and mapped with the fields on your customized Enroll Form. They are then emailed to your customers to e-sign. Learn more here.
How do I find completed or incomplete Documents?
There are two ways to view completed or not completed Documents. The first (and best!) is to set this up in the Admin Notification Center. You can also see completed and not completed Documents on the Documents Tab in Enrollsy (under Enrollees/Students on the left sidebar). There you'll see a list of active enrollments. You can filter this list by Program name or by Enrollee name. For more information on these methods, see this support article.
What is the difference between Activity Forms and Program Forms?
Activity Forms are customized Forms attached to an Activity that Customers can fill out on the Customer App. You can add fields just like the Enroll Form Activities with attached Activity Forms are viewable from an Enrollee's page. See How to Create an Activity Form for more info.
Program Forms are just like the Enroll Form and are added on the Enroll Form page under "Program Selection." What makes them different is that they are attached to specific Programs and only show up when those Programs are selected at enrollment. Click here to learn how to create and add a Program Form. Program Forms can be required at one of three different levels: Primary Account Holder, Enrollee, or Enrollment.
How do I send E-signature Documents?
You can send documents automatically at the time of enrollment by attaching the document(s) to one or more Program(s). See How to send out E-signature Documents for more information.
How do I know when a Document is signed/completed?
You can easily view any completed or incomplete Documents (Required or E-signature) in the Notification Center. See How to be notified of completed Documents for how to set this up.
How do I create a private Enrollment link?
You can do this under the Program name or in the Classes Tab under the Program. Click the edit pencil on any Program. Scroll to "Advanced," and toggle the switch to private, then click Save. For more detailed instructions, see How to Generate a Private Program enrollment link.
How do I send and view SMS text messages?
If you have the SMS feature unlocked, unread SMS messages show up as a red number on the icon in the right corner. Read messages can be accessed in these ways:
In a person’s account, under the Billing or Account tabs by clicking on the bubble at the top right
Under Enrollees, check the boxes beside the recipients, then click on the SMS icon
In the Notification Center under SMS. Click here to set up your own Admin Notification Center.
For more details, see How to send and view Text Messages.
How do I unlock SMS messaging?
If the SMS feature is not unlocked, then messaging is not available for your company. The reason this is the case is that no one from your company filled out the A2P Brand Registration form.
Enrollsy utilizes the services of Twilio for sending and receiving SMS messages. SMS is a regulated industry and Carriers require all software applications sending SMS messages to personal phone numbers (also known as A2P = Application-to-Person Software) to register each customer as a brand.
Fill out the above form and once the brand campaign is verified, we will turn on your SMS messaging.