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How Do I Process Online Activity Items?

IN BRIEF
The Online Activity window displays notifications generated from Customer Portal and Mobile App activity. These notifications alert staff to new enrollments, payment activity, absence requests, transfers, and other actions that may require review or approval. The window allows staff to filter, review, approve, dismiss, or communicate with families about these items.

Overview

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The Online Activity window provides a centralized location for staff to view and manage Customer Portal and Mobile App activity. It lists items such as new enrollments, payments, future absence requests, transfer requests, appointment bookings, policy acceptances, and more. Staff can take appropriate actions on each item, including approving or denying requests, dismissing informational notifications, or emailing families.

Online Activity entries remain visible for a maximum of 90 days within the Online Activity window. However, all actions taken on these entries—whether approved, denied, or dismissed—are recorded in the iClassPro Audit Log for up to two years.

To interact with Online Activity, staff must have the “Manage Online Activity” task permission set to view or full, along with any additional permissions required for specific actions—for example, full permissions for Enrollments when approving or denying enrollment requests.

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Accessing the Feature

Staff can access the Online Activity window in several ways:

  • Select the Online Activity icon located in the footer on the bottom-left corner of most pages in iClassPro.
  • Expand the Online Activity widget on the Welcome Page if installed.
  • Select one of the Online Activity-related list widgets from the Dashboard, which will also launch the Online Activity window.

When new requests arrive, the Online Activity icon will display a red notification badge with the number of pending items. Once all items are processed, the badge disappears.

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Step-by-Step Instructions

Understanding Online Activity Notification Types

The following activity types may appear as Online Activity items:

  • Absence
    • Future absence requests for scheduled classes.
  • Appointment
    • Appointment bookings created through the Customer Portal or Mobile App.
    • May be auto-approved or require staff approval depending on settings.
  • Appointment booking canceled
    • Notifications triggered when customers cancel an appointment.
  • Appointment reschedule request
    • Notifications triggered when customers request to change an appointment.
  • Autopay
    • Updates to saved payment information.
  • Payments
    • Online payments processed through the Customer Portal.
    • Note: Special conditions apply when discount schedules have been deleted; see section below.
  • Gift card
    • Purchase of gift cards/gift certificates.
  • New accounts
    • New family accounts created.
  • Enrollments
    • New enrollments and enrollment requests.
    • Includes enrollments created via Punch Pass redemption if enabled in Customer Portal settings.
  • Drop
    • Enrollment drop requests.
    • If “Auto-Approve Drop Requests” is enabled under Settings > Customer Portal > Other Settings > Class Registration > Allow Drop Requests, entries appear as AUTODROP.
    • When drop requests are auto-approved, staff may need to review the family ledger for any necessary refunds or adjustments.
  • Transfers
    • Enrollment transfer requests and auto-approved transfer activity.
  • Parties
    • New party bookings submitted.
  • Policies
    • Policy acceptances or rejections.
  • Students
    • New student accounts added to an existing family.
  • Online orders
    • Purchases made through online Point of Sale.
    • Staff must review and prepare items for pickup.
    • These entries cannot be dismissed using the standard dismiss button. Staff must open the entry using the magnifying glass icon and dismiss it from the detailed view.
  • Opt out
    • Notification that a family has opted out of recurring billing.
    • Only available if “Require saved payment method authorized for recurring billing” is disabled under Settings > Customer Portal > Other Settings > Financial.
  • Deletion request
    • Customer request for account deletion per privacy regulations.
    • This is only a notification; iClassPro does not automatically delete accounts.
    • Deleting accounts removes all related enrollment and ledger history.
    • iClassPro strongly recommends suspending accounts instead of deleting them.
    • Document this suspension with a note indicating the customer’s request and the date.

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Sorting and Filtering Online Activity

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The Online Activity window includes several filtering controls:

  • Type
    • Filter by any of the activity types listed above.
  • Has notes
    • Both (all items)
    • Yes
    • No
  • Status
    • All
    • Notification
      • Shows activity that does not require staff action.
      • Excludes: Online Orders, Gift Card, Deletion Request, Parties.
    • Pending
      • Shows items requiring approval or denial.
    • Approved
      • Shows entries that were auto-approved.
  • Location
    • All
    • No location
    • Specific location
    • “No location” is helpful for policy updates or changes to accounts.

Important notes about filtering:

  • Denying an enrollment request deletes the request from Online Activity and deletes the enrollment itself, including any notes.
  • Mass actions apply only to entries currently displayed.
    • Filtering to a limited set then performing a mass action affects only those filtered items.
  • Mass dismiss does not dismiss items requiring action (Pending items).
  • Future absence requests may appear multiple times if they affect enrollments across multiple locations.

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Special Rules for Transfer Requests

When approving transfer requests:

  • If the original enrollment has an existing future drop date, the system copies that drop date to the new transferred enrollment.
  • If the target class has an end date that occurs before the copied drop date, the system adjusts the drop date to match the end date.
  • A field labeled Drop Date for Previous Class appears during approval:
    • Auto-populates with the day before the transfer date unless the existing enrollment already has a drop date earlier than the transfer date.
    • Updating this field updates the original enrollment’s drop date.

Additional transfer rules:

  • Transfers from ACTIVE to WAITLIST are handled as described in “How Do I Transfer Enrollments?”
  • iClassPro does not allow multiple transfers for the same enrollment.
  • Makeup enrollments cannot have their enrollment type edited during a transfer.
  • If a drop request applies to a TRIAL enrollment, “(TRIAL)” appears next to the student name.

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Page Navigation

If many items exist, staff can adjust:

  • Number of items displayed per page
  • Page number

Enter a value in the text box in the upper-right corner and press TAB to apply.

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Using Mass Approve, Email, and Dismiss

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The Online Activity window includes the following action buttons:

  • Approve
  • E-mail
  • Dismiss

Actions apply to selected entries. Staff may:

  • Select individual checkboxes next to each entry.
  • Use “Select All” to apply an action to all visible entries.

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Approve

Use the Approve button to approve all selected items requiring approval (status: Pending).

Notes:

  • Review all entries before mass approval.
  • Some items (especially enrollments) should be individually reviewed to prevent overbooking or approving invalid requests.
  • There is no mass deny feature.

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Dismiss

Use Dismiss for items that do not require approval (e.g., new account creations, payments, autopay updates).

Important:

  • Items lacking an (x) Action icon cannot be dismissed.
  • Attempting to dismiss an item requiring approval generates an error.

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E-mail

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The E-mail button opens an Email Blast window, allowing staff to message selected families.

Key details:

  • Email variables can personalize messages.
  • System respects families’ opt-in/opt-out status for Email Blasts.
  • Email Blast operates the same as on other iClassPro pages.

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Payments Applied to Charges Using Deleted Discount Schedules

If a Discount Schedule is deleted but still attached to a class or Program, payment-related Online Activity entries may show:

“One or more charges associated with this payment were calculated using a discount schedule which has been deleted.”

iClassPro honors the deleted schedule temporarily so customers are not prevented from enrolling. However:

  • Staff must manually remove outdated discount schedules from Classes or Programs before creating related charges.

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Troubleshooting & FAQs

  • Why do some items not show a dismiss icon?
    • Items requiring staff action (such as approvals or denials) cannot be dismissed. Only true informational items display an (x) icon.
  • Why do online orders require a detailed review?
    • Online orders must be reviewed so staff can pull purchased items from inventory before the customer arrives. These items cannot be mass-dismissed and must be dismissed through the magnifying glass review window.
  • Why do TRIAL enrollment drop requests show “(TRIAL)”?
    • iClassPro adds “(TRIAL)” next to the student name to confirm that the drop request applies to a TRIAL enrollment type.
  • Why do some rescheduled appointments disappear?
    • When an appointment is rescheduled via the Customer Portal/Mobile App, the system creates a new Online Activity entry for the updated booking and removes the original entry, since no action can be taken on it.

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Need more assistance?

Customer support is available at 1-877-554-6776 Mon - Fri, 9 am to 9 pm (CT) and Sat, 9 am to 6 pm (CT).