When a customer gets stuck enrolling, the fix is usually one of a few things: The wrong link, an unpublished setting, a full class, or a sign-in issue. This guide walks Admin users through helping customers enroll, enrolling for them, and troubleshooting by symptom.
Send Customers the Right Enroll Link
The link a customer needs depends on their situation.
New customers (no Enrollsy account): Send your General Enroll Link, found under Links on the My Company page.
Returning customers: They can sign in to the Customer Portal and use the Enroll button, as long as you haven't hidden it. If it's hidden, send them the enroll link.
Private Programs: Send the private link (click the link icon next to the Program name on the Programs or Classes page). Private Programs can't be reached from the public form or the Customer Portal.
Programs with a prerequisite: Send the General Enroll Link. A prefilled Program link can't be used to get around a prerequisite.
What Customers Do to Enroll
Open the enroll link and enter their email. If that email already has an account, they're asked to sign in and their information fills in automatically. Choosing Cancel means starting from scratch, which can create a duplicate.
Fill in Account and Enrollee info. Returning customers should select their existing Enrollee rather than typing the name again.
Under Program Selection, choose the Location, Enrollment Period, Program, and Class (if applicable).
Review pricing, enter payment, accept any Terms & Conditions, and click Pay & Submit.
For a customer-facing walkthrough, share How to Enroll as a Customer.
If a Customer Doesn't Finish Enrolling
If someone starts enrolling with an email address but doesn't finish creating their account, Enrollsy remembers that email:
Same browser: When they try to enroll again with the same email, the form fills in automatically.
Different browser or device: Enrollsy still recognizes the email and offers an Email me a link option. This sends a "Resume Your Enrollment" email from notifications@enrollsy.com so they can finish the form.
If the enrollment stays incomplete and you need to step in, see "Cannot Save" Email Error below.
If a Selection Is Full
If you've set up a waitlist, customers can join it from the Enroll Form when a selection is full.
Program-level waitlists appear once at least one Class in the Program is full.
Class-level waitlists appear only when that specific Class is full.
Customers can join one waitlist at a time. Admins can add Enrollees to more than one waitlist from the Classes page.
Enroll a Customer Yourself
When a customer can't finish on their own, you can enroll them from the Admin Portal.
Search for the Account in the top search bar (by Account Holder name, Enrollee name, email, or phone number).
If the Enrollee is new, click the blue + button at the top right of the Account, enter their details, and click Submit.
On the Enrollee's tab, click Enroll [Enrollee Name]. Under Enrollee Info, pick them under Enroll existing Enrollee to avoid a duplicate.
In Program Selection, choose the Location, Enrollment Period, Program, and Class (or Waitlist Selection).
Choose how to handle payment:
Collect payment now: Leave the pricing boxes checked and use a payment method on file or one the customer gives you.
Enroll without payment: Uncheck every box under Pricing Options / Plan Costs / Payment Plans so the total is $0. You'll then need to add an invoice or Payment Plan to the Account manually.
On the last page, check the boxes to send confirmation to the customer, notify Admin users, and send the Program's Required Documents and E-signature Documents. None of these go out automatically when an Admin enrolls, so leaving the document boxes unchecked means the customer never receives them.
Click Pay & Submit.
How Admin Enrollment Differs from Customer Enrollment
When you enroll someone as an Admin, you can:
Skip most fields. Only the Primary Account Holder's first name and email and the Enrollee's first and last name are required.
Override age restrictions
See unpublished Enrollment Periods
Enroll into Programs or Classes marked Full
Uncheck required fees and skip payment
Keep in mind:
Coupon codes only apply if you go through payment using the customer's payment method. They don't apply when charges are zeroed out.
You won't see the Force Auto-Pay message that customers see.
When customers enroll themselves, the Program's Required Documents and E-signature Documents are sent automatically. When an Admin enrolls, they're sent only if you check the boxes on the last page.
Accounts created by an Admin get a generic password, so the customer needs to reset it before signing in.
Because your Admin view is so different, always reproduce a customer's problem in an incognito/private window while signed out, not while signed in as an Admin. See Key Differences in a Customer Enrollment and an Admin User Enrollment.
Troubleshoot Enrollment Issues
The Admin view of the Enroll Form is different from what customers see, so test the problem in a private or incognito window while signed out of Enrollsy.
Customer Sees No Programs or Enrollment Periods
If the Enroll Form says no Programs or Enrollment Periods are available:
Make sure the Location is published. Click your Location name in the upper-right corner and publish it. A crossed-out eye icon means it's unpublished.
Make sure the Programs are attached to that Location.
Publish the Enrollment Period. New and duplicated Enrollment Periods are unpublished by default. Open the Enrollment Period dropdown, click the cog icon, and click the eye icon.
If the Enrollment Period was archived, restore it from the Archived tab.
If the customer is using a private link, make sure the Program is set to private and the link is current.
A Program or Class Is Missing or Shows as Full
Check that:
The customer is choosing the correct Location and Enrollment Period
The Program has at least one Class, and each Class has a capacity greater than 0 that hasn't been reached
The Enrollment ends on date hasn't passed, and the Program and Class run dates are in the future
Dates have been added if Set days/dates when this Class occurs is selected
The customer is using the private link if the Program is private
A private and a public Program don't share identical Program Options, such as name, schedule, or days. If they do, only one appears.
Credit-based Classes have a Credit Category
Each Class in a multi-select list has the Selection List added
Program and Class changes were saved with Add or Save, since these pages don't save automatically
The embed link has been regenerated if the Enroll Form is embedded on your website
The related Membership is published, if you use Memberships
For a full checklist, see Enroll Form Troubleshooting: Why Items Aren't Showing Up.
Pricing or Payment Plans Don't Show
Pay-in-Full or the Payment Plan is unpublished (look for a crossed-out eye).
The Program Cost is still set to Free (the default). Change it to Fixed Cost or Subscription and add Charge Items.
Duplicated Programs don't copy pricing. Re-enter it.
Charge Items are set to Optional instead of Required, or aren't Due at Enrollment or Enabled for Payment Plans.
The "show pricing" checkbox in Program settings is unchecked.
Full checklist: Enroll Form Troubleshooting: Why Items Aren't Showing Up.
Coupon Code Isn't Working
No coupon field: The code isn't attached to that Program. Go to the Program editor > Enroll Form > Coupon Codes.
Code accepted but full price still due: The code doesn't cover every charge item (for example, tuition and the registration fee), or it has expired. Check the Expired tab.
100% code still shows a balance: Coupons don't discount convenience fees.
Multiple Enrollees: Codes apply to one Enrollee at a time. Complete each enrollment separately.
"Selection Became Full" or the Timer Ran Out
When Enforce enrollment capacities is on, a spot is held for 30 minutes while the customer finishes, with an option to extend at the 5-minute mark. If time runs out, or someone else took the last spot first, the customer sees this message. They can pick another option, join a waitlist, or you can enroll them manually. See How Real-Time Reservation Works.
"Schedule Conflicts" Banner
Scheduling Conflict Detection blocks enrollments that overlap a Class the Enrollee is already in. This applies to Admins too. If the overlap is intentional, clear the Calendar Start & End Dates or the Start and End Times on that Class. See Scheduling Conflict Detection.
Customer Is Blocked by Age or a Prerequisite
Age: Restrictions are based on the system-default birthdate field and the Program's optional Effective Date. Verify the birthdate entered. If an exception is approved, enroll them as an Admin, since Admins can override age limits.
Prerequisite: The customer must have completed or be enrolled in the baseline Program, both Programs must share a merchant account, and the customer must use the General Enroll Link.
Customer Says They Enrolled, but You Can't Find Them
Check Submissions > Leads. If they're listed there, they didn't finish. New leads can take up to a couple of hours to appear. You can text or email them from that page, or enroll them yourself using the same email so their details prefill. Also confirm you're viewing the correct Enrollment Period. See Manage Leads on the Submissions Page.
Duplicate Account or Duplicate Enrollee
Duplicates happen when a returning customer uses a different email, makes a typo, or re-types an Enrollee instead of selecting them. To merge, start a new chat in the Admin Portal and go to View Support Menu > Merge Accounts or Enrollees. See Merge Duplicate Accounts and Enrollees.
"Cannot Save" Email Error
If a customer started enrolling but never finished, Enrollsy keeps the email address from that first attempt. If you then try to change another account's email to that address, Enrollsy won't let you save it and shows this error:
"Cannot save. Email: [email address] belongs to another Primary Account Holder/Billing Contact."
Only Enrollsy can remove the email from the incomplete attempt. Contact Enrollsy support through the chat bubble in the Admin Portal and include the email address from the error message (the one you're trying to change the account's email to). Once it's removed, you can save the change.
Customer Can't Sign In to Re-Enroll
Make sure they're using your Account Sign In link (My Company > Links) or the Enrollsy app, not the Enrollsy website, the Admin link, or the Instructor link.
Send a password reset with Reset Password or the Account Password Reset link. Links expire after 2 hours, and only the newest one works.
Have them check spam and add enrollsy.com to their safe senders. Confirm they're using the email on the account.
If the email is on more than one account, change or remove it on the account they shouldn't use.
No Confirmation Email or Documents
For Admin enrollments, the confirmation and document boxes must be checked before clicking Pay & Submit. If they weren't, the customer won't get the confirmation, Required Documents, or E-signature Documents.
To resend the confirmation, open the Enrollee, click Actions on the Enrollment, and choose Re-send enrollment confirmation. It goes to the Primary Account Holder.
Check for a typo in the email, spam/junk filtering, or email forwarding. Have them add support@enrollsy.com to their contacts.
See Enrollment Confirmation Emails and Troubleshoot Why Customers Are Not Receiving Email Notifications.
The Form Freezes, Won't Submit, or Payment Won't Load
Have the customer do a hard refresh (Cmd + Shift + R on Mac, Ctrl + Shift + R on Windows). If that doesn't work, have them try a private/incognito window and then clear their browser cache. See Fix Loading Issues, Frozen Buttons, or Display Problems.
Get Help from Enrollsy Support
Contact Enrollsy support through the chat bubble in the Admin Portal. Please reach out on the customer's behalf rather than asking customers to contact Enrollsy directly.