IN THIS ARTICLE:
Families can create appointment bookings directly through the Customer Portal/Mobile App for one-on-one or group lessons. After selecting a Service, choosing a student, picking a timeslot, and reviewing enrollment details, families complete checkout based on the facility’s configured payment and approval settings. Additional options include recurring bookings, redeeming Punch Passes, or inviting additional students for group appointments.
Interactive Demos for managing appointment bookings in the Customer Portal/Mobile App can be found in the Education Corner, accessible from the Office Portal's "Welcome" screen. Full details are included in the "Appointment Bookings in the Customer Portal/Mobile App" demo.
Overview
Allowing families to book appointments through the Customer Portal/Mobile App provides a convenient option for securing a time with an instructor. Once a booking is confirmed—or requested if approval is required—the System automatically adds the appointment enrollment to the student record and creates the associated ledger charge when applicable.
Accessing the Feature
- From the Customer Portal header, select BOOKING.
- Choose the icon for the desired Service.
- Each Service has a unique icon and label.
- Service images are uploaded under SETTINGS>SETUP>APPOINTMENT SETTINGS>SERVICES.
Step-by-Step Instructions
Creating an Appointment Booking
The process for booking appointments in the Customer Portal and Mobile App is similar, but some screen elements (such as the “booking” icon) may note appear in the same location due to layout differences.
Launching the Booking Wizard
- Select BOOKING from the Customer Portal header.
- Tap or click the icon for the desired Service.
- NOTE: Each Service has its own icon and label. Service images are uploaded under SETTINGS>SETUP>APPOINTMENT SETTINGS>SERVICES.
Selecting Students
- Choose SELECT STUDENTS.
- Select an existing student or choose Add New Student to create a new record.
NOTE: If the customer is not logged in, the steps are reversed: they will first pick an appointment timeslot, then they will be prompted to log in and choose a student.
Choosing a Timeslot
- Use the filters (Program, Instructor, Day, Time, etc.) as needed.
- Select Apply Filters to refresh the list.
- Select Remove Filters to clear all filters.
- Tap the desired appointment in the list.
Appointment Details
After selecting a timeslot, the APPOINTMENT DETAILS dialog opens. Which enrollment option customers see depends on the status of the "Auto Approve Appointments" setting under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS >APPOINTMENT REGISTRATION>GENERAL APPOINTMENT SETTINGS.
- If "Auto Approve Appointments" is enabled, customers will see an option to Book Now!
- If "Auto Approve Appointments" is disabled, customers will see an option to Submit Request
Booking Options
- Non‑Recurring (default): System books the next available slot within the limit set by Limit booking start date to at most X days from today.
-
Recurring:
- Start Date defaults to the next scheduled date.
-
End Date auto‑selects “no end date.”
- Enable Specify an End Date to set a specific end date for the appointment booking.
- Use Select Days to enable/disable specific weekdays.
When ready, select ADD TO CART.
At the cart prompt:
- ADD ENROLLMENTS returns to the wizard to add more bookings.
- VISIT PROSHOP opens the Point of Sale window (if enabled)
- PAY NOW proceeds to checkout.
NOTE: Once a booking has been added to the Shopping Cart, it cannot be edited directly. If you need to make any changes to the booking setup, you will need to REMOVE the booking from the cart and recreate it with the correct details.
Checking Out
After selecting PAY NOW, the Shopping Cart opens. Tution for appointment bookings is calculated based on the "Charge Type" selected under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>APPOINTMENT REGISTRATION>GENERAL APPOINTMENT SETTINGS.
How Charges Are Calculated (Charge Type)
- Charge for First Active Month (default) – customer is only billed for timeslots occurring during the first month of their enrollment. Staff must generate any later charges in the Office Portal.
- Charge for All Appointment Timeslots (Fixed‑Length Enrollments Only) – bills for all selected timeslots for appointment bookings that have a specified end date.
NOTE: For ongoing appointment bookings (no end date), the system charges only for the current month regardless of which "Charge Type" is selected. Staff must generate any later charges in the Office Portal.
Payment Options
- Apply Account Credit (if allowed).
- Use Payment Method on File (default autopay method).
-
Enter New Payment Details.
- Store/Update Payment Method on File and Opt‑In to Recurring Billing will automatically be enabled if "Require Saved Payment Method Authorized For Recurring Billing" is selected under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>FINANCIAL.
- If Opt‑In to Recurring Billing is enabled, customers must accept the Recurring Payments Policy.
- NOTE: this Policy text is managed under SETTINGS>POLICIES>TRANSACTIONS.
- Select PAY NOW to submit payment and complete checkout.
- A confirmation email is sent automatically upon successful checkout.
Booking With a Punch Pass
When redeeming a Punch Pass in the Customer Portal, families choose whether to apply a punch to a class or an appointment.
Selecting an appointment creates a one‑time booking on the chosen date/time. The booking is deducted from the number of remaining punches immediately.
- See "How Do Punch Passes Work in the Customer Portal?" for full details.
Sending an Invitation for Group Appointments
Students booked into a group appointment may invite additional students up to the maximum occupancy.
- From MY ACCOUNT, choose Enrollments for the student associated with the appointment booking.
- Locate the booking and select Invite Group.
- In Manage Group Appointment, enter the guest’s Email and Name.
- Select Invite to send the email invitation.
- The email will contain a link for the recipient to accept.
- NOTE: The Group Appointment invitation link is only valid for 24 hours.
- Sent invitations display as Group: X / max invited. Select this link to:
- View all invitations.
- Resend pending invites.
- Remove an invitation.
- To accept an invitation, recipients must log into the Customer Portal with the family email address to which the invitation was sent. If they do not yet have an account, they will be prompted to create one before accepting.
Troubleshooting & FAQ
-
I do not see the Service icon I expected.
- Verify that the Service has at least one current or future appointment associated with it.
- Confirm that “Show to Customers” is enabled for the appointment(s).
-
The "Book Now!"/"Submit Request" button is missing.
- Confirm that the option to “Allow Web Registration” is enabled for the appointment.
-
Why can’t a family apply account credit?
- Ensure that the option to “Allow visitors the ability to use available account credits” is enabled under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>FINANCIAL.