Some common Questions and Answers are noted below.
Question | Answer |
|---|---|
My customer has created duplicate child profiles on her account, what do I do to remove them? | Firstly distinguish the names you wish to remove and archive these. Then, raise a ticket with our support team to have the records deleted entirely so the customer cannot see them on their EMY Parent Portal. Please explain to the customer until then they must not book against those profiles. If there are active bookings you will either need to wait until that passes or remove the bookings and re add to the correct profile. |
My customer states they have not received our invoices, why would that be? | The first step is to verify that the customer's email address is correct and contains no spaces. Afterward, ask the customer to check their spam, trash, or promotional folders, as new customers often have unrecognized email addresses or strict filters. It's also common for Hotmail accounts to filter many of our emails directly to spam or junk folders. |
How can my customer update their personal details? | Instruct your customer to log into their EMY Parent Portal. From the menu on the left side of the screen, they will find options to update their email address, card details, and more. To update personal information, they should click on the "My Providers" link, select the enrolment form for the relevant provider, and then make the necessary changes. |
My Customer booked in their child to an activity but was then advised the booking was cancelled? | All credit card-only payment activities will be canceled if the customer does not pay within the 2-hour window, so do check to see if this is the reason, if so the booking and all associated invoices are removed freeing up spaces for new customers. |
When exporting a CSV, it has timed-out? | Your CSV export may take too long to complete, or time out. The reasons for this may be due too;
To resolve this you can try to;
|