Frequently Asked Questions
General
Q: How do I sign in? A: Click Continue with Google. Only Google sign-in is supported.
Q: I forgot my password -- how do I reset it? A: Since we use Google sign-in, you don't have a password. Just use your Google account.
Q: Can I use the system on my phone? A: Yes, it works on mobile browsers.
Q: Can I have multiple centres? A: Each account is linked to one centre. Contact support if you need multiple centres.
Students
Q: How do I add a student? A: Go to Students → Add Student. Fill in their name and details.
Q: Can parents see their child's fees? A: Yes. Each student has a portal link. Share it with the parent and they can view invoices, payment history, attendance, and announcements.
Q: What if a student stops attending? A: Set their status to Inactive from the student table or profile. Their records stay in the system.
Q: Can I reset the parent portal link? A: Yes. From the student actions, choose Reset Portal Link. A new link is generated and the old one stops working.
Q: What if a parent loses the portal link? A: Copy it again from the student table. If the link was compromised, reset it first.
Fees & Invoices
Q: How are monthly fees calculated? A: If the student has a Flat Monthly Fee, that amount is used. Otherwise, it's the total of all their enrolled subject fees.
Q: Can I create invoices for a past month? A: Yes -- pick any billing cycle when generating invoices.
Q: How do parents pay? A: You record the payment manually (cash, bank transfer, or card) in the system.
Q: How do I handle a bounced bank transfer? A: Record the payment as pending. If it clears, approve it. If it bounces, reject it with a reason.
Q: Can I send payment reminders? A: Yes -- from the invoice actions, click WhatsApp Reminder to open WhatsApp with a pre-filled reminder.
Q: Can I delete an invoice? A: You can remove it from the list, but financial records are kept for your records. If a payment is later recorded against a removed invoice, it comes back automatically.
Q: What if I accidentally create a duplicate invoice? A: The system won't let you. You can't create two invoices for the same student in the same billing cycle.
Q: Can I record a payment larger than the invoice? A: No. The payment can't exceed the invoice amount.
Q: How do I export invoices? A: From the fees page, use the CSV Export feature (available on paid plans).
Classes & Attendance
Q: How do I cancel a class for a holiday? A: From the Classes page, find the class and use Cancel Date. The slot stays on the schedule but that date is hidden from the calendar and attendance page. Any attendance already marked for that date stays as-is.
Q: Can tutors mark attendance? A: Yes. Tutors can mark attendance for their classes.
Q: What if I mark the wrong student? A: Click the correct status (Present / Absent / Late) and save again. The previous record is replaced.
Q: Who can see the Calendar? A: Managers and tutors. Clerks can't access the Calendar or Attendance pages.
Staff
Q: How do I add a staff member? A: Go to Staff → Invite Staff. Enter their email and choose their role.
Q: How do I change someone's role? A: From the Staff Table, find the person, click Actions, and pick their new role.
Q: What's the difference between roles? A: Managers have full access. Clerks can view students and record payments. Tutors can view students, subjects, and classes, and mark attendance. See the Staff Roles page for a full breakdown.
Q: How long do invitations last? A: Invitations expire after 7 days. You can re-invite anytime.
Q: What happens when I remove a staff member? A: They are unlinked from your centre but can be added back later.
Subscription & Billing
Q: How do I upgrade my plan? A: Go to Settings → Plan & Billing → Change Plan. Pick your new plan and complete payment.
Q: What happens when my subscription expires? A: Your data is never deleted. All your students, classes, invoices, and records stay intact. You just can't add new records beyond the Free plan limits. If you renew later, everything picks up where you left off.
Q: Can I still log in after my subscription expires? A: Yes. You can log in and view everything. You just can't add new students, subjects, classes, or staff beyond the free limits.
Q: What payment methods are accepted? A: Stripe (card) or bank transfer. Enterprise plans require contacting sales.
Q: Can I downgrade? A: Contact support. The system supports upgrading only.
Q: Can I submit two manual payments at once? A: No. Only one pending bank transfer payment is allowed at a time. Wait for it to be approved or rejected before submitting another.
Q: What if my manual payment is rejected? A: You'll see the reason for rejection. Your subscription stays on its current plan. You can submit a new payment.
Data & Privacy
Q: Is my data backed up? A: Yes -- daily backups are in place.
Q: Is my financial data safe? A: Yes. Every invoice, payment, approval, and rejection is recorded in a log that cannot be modified or deleted. This exists for your protection and compliance.
Q: Can I permanently delete financial records? A: No. Invoices and payments are kept for compliance and reconciliation.
Q: Are students and class records recoverable after deletion? A: No. Students, subjects, classes, and enrolments are permanently deleted. Be careful with the Delete action.
Technical
Q: The page isn't loading properly? A: Try refreshing. If it keeps happening, contact support.
Q: I got an error when saving -- what should I do? A: Refresh and try again. If the error persists, take a screenshot and contact support.
Q: What timezone does the system use? A: The default is Asia/Kuala_Lumpur (Malaysia Time). You can change it in Settings.