Getting Started
How Do I Learn Enrollsy's Terminology?
Enrollsy lets you change the terms used in your account. Our support articles always use Enrollsy's default terms. To search the Support Center more easily, see Learn Enrollsy Lingo.
Which Countries Does Enrollsy Support?
Enrollsy is available in:
United States
Canada
Australia
Businesses in Canada and Australia can take payments through Enrollsy using Stripe Express as their merchant account provider. Stripe Express isn't available to U.S. companies. See current Stripe Express fees.
User Management
How Do I Add a New Admin?
How many free Admins you get depends on your plan, and you can add more for a monthly charge. See How to Add, Edit and Remove Admin Users.
To learn what each permission allows, see Understand and Edit Admin Roles and Permissions.
How Do I Add a New Instructor?
See How to Add a New Instructor. To change what an Instructor can do, see How to Edit Instructor Permissions.
How Do I Convert an Instructor to an Admin?
You can't change an existing profile's role. Instead:
Delete the Instructor profile (see How to Remove an Instructor or Staff)
Create a new Admin profile for that person (see How to Add, Edit and Remove Admin Users)
Why Won't an Admin Profile Save?
An Admin profile won't save if its email address is already used on an Instructor (Group Leader) profile. To fix it, use a different email address or add a plus alias to the existing one, such as username+1@domain.com.
How Do I Transition Admin Roles When Someone Leaves?
Remove the departing Admin — This frees up a user seat and keeps your audit history clean. See How to Add, Edit and Remove Admin Users.
Create a new Admin account for the replacement — Don't reuse the old account, so access, emails, and audit trails stay tied to the right person
Update your merchant account contacts — Email Nuvei at us-support@tillpayments.com and Speedchex (ACHQ) at onboarding@achq.com with the new contact's full name, email address, time zone, and MID (Merchant ID). Your MID is on your statements and in your welcome email.
Write down your financial process — Record how you reconcile your account and which reports you use, so the next Admin can pick it up
How Do I See When an Instructor Last Logged In?
Go to My Company > Users > Instructors, click the pencil icon next to the Instructor, and click Authentication. This shows their last login and the multifactor authentication (MFA) method they use.
Best Practices for Managing Admin Accounts
Give each user a unique email address so profiles don't conflict
Review your Admin accounts regularly so they match your current staff
Create new accounts instead of reusing old ones, so audit trails and communication records stay accurate
Log In Support
How Do I Log In and Set Up MFA as an Admin?
How Do I Help Customers Log In?
Most Customer login problems come from using the wrong sign-in page, a password reset email that never arrived, or the same email being used in more than one account. See How to Assist Your Customers in Logging In to Enrollsy.
How Do I Help Instructors Log In?
Make sure the Instructor has login access, is using the right email, and is signing in at the right place. See How to Assist Instructors in Logging In to Enrollsy. You can also send Instructors How to Log In to the Instructor Portal.
How Do I Reset Multifactor Authentication?
Reset MFA when an Admin or Instructor gets a new phone or changes their email address. Admins can't reset their own MFA, so another Admin has to do it. See the Reset MFA for an Admin or Instructor section of Admin Login, MFA Setup and Account Access.
Enrollsy Subscription
How Do I View My Enrollsy Bill?
Sign in to your Enrollsy Customer (Billing) account at app.enrollsy.com/sign-in/enrollsy. See Accessing and Troubleshooting Your Enrollsy Subscription/Billing.
How do I view my bill from Enrollsy?
How do I view my bill from Enrollsy?
If you signed up prior to March 2025, you have to sign in to your Enrollsy Customer (Billing) account from this URL: https://app.enrollsy.com/sign-in/enrollsy For more information, see this article.
If your company signed up with Enrollsy after 3/12/25, your account may not be within Enrollsy (and accessible to you). For questions about your subscription, billing, or account access, please contact us via chat or email support@enrollsy.com.
Payments and Billing
How Do I Add a Charge to an Account?
A charge creates an invoice for tuition or another fee on a Customer's account. See How to Add Payments and Charges to an Account and How to Add or Create an Invoice.
How Do I Charge a Customer's Card?
Posting a payment either collects money from the Customer's payment method or records a payment they've already made. See How to Pay an Invoice.
How Do I Edit a Customer's Payment Method?
Admins can update it from the Customer's Billing page. See How to Edit a Customer's Payment Method.
Customers can update it themselves. Send them How to Change Your Card/Bank Information.
How Do I Add or Edit a Payment Plan?
You can create three types of payment plans inside an Enrollment Period:
Scheduled
Installment
Subscription
To change existing plans, see How to Edit Payment Plans or How to Add or Edit Individual Payment Plans.
How Do I Refund a Payment?
ACH and credit card payments — You can refund all or part of the payment. CardConnect accounts can only do full refunds. See How to Refund an ACH or Credit Card Payment.
Cash and check payments — See How to Refund for Cash or Check
What Does It Mean to Void a Payment?
Voiding cancels a credit card or ACH payment before it batches. You can only void a payment on the same day it was posted. See How to Void a Payment.
How Do I Know When a Credit Card Is Declined?
Admins who have Receive failed Customer payment emails turned on get an email for every declined payment during auto-pay. A declined payment doesn't show up in the Customer's transaction history. See How to Handle Declined Credit/Debit Card Payments.
What Do I Do When an ACH Payment Is Rejected?
A rejected ACH payment, or ACH return, works like a bounced check. See About ACH Payment Declines.
How Do I Handle Credit Card Chargebacks?
A chargeback happens when a cardholder asks their bank to reverse a charge. See What to Do About a Credit Card Chargeback.
Enrollments and Activities
How Do I Move an Enrollee to Another Program or Class?
Choose an option based on whether you need to keep the current enrollment:
Reassign without keeping the current enrollment — Any payment plans or invoices on the current enrollment will be lost. See How to Assign or Reassign an Enrollee.
Edit from the Enrollee's page — See How to Edit Enrollments on the Enrollee's Page
Keep the current enrollment history — See How to Move Up an Enrollee While Keeping the Current Enrollment History
How Do I Create a Private Enrollment Link?
A private enrollment link is a link to one or more specific Programs that cannot be viewed on the general enrollment link. See How to Generate a Private Program Enrollment Link.
How Do I Create an Activity?
See How to Create Custom Activities. To post Activities after you create them, see How to Post, View, and Edit Activities as an Admin.
Documents and Forms
What Is the Difference Between Required Documents and E-Signature Documents?
Required Documents — Documents Customers fill out or upload. See About Required Documents.
E-Signature Documents — PDFs you upload and map to Enroll Form fields, which Customers get by email to sign. See About E-Signature Documents.
What Is the Difference Between Activity Forms and Program Forms?
Activity Forms — Custom forms attached to an Activity that Customers fill out in the Customer app. See How to Create an Activity Form.
Program Forms — Forms attached to specific Programs that only show up when Customers select those Programs at enrollment. See How to Create and Add a Program Form.
How Do I Send E-Signature Documents?
Attach the documents to one or more Programs so they go out automatically when Customers enroll. See How to Send Out E-Signature Documents.
How Do I See Which Documents Are Completed?
The easiest way is the Admin Notification Center. See How to Be Notified of Completed Documents. You can also check the Documents tab under Enrollees. See How to View Signed or Submitted Documents.
Text Messaging
How Do I Turn On Text Messaging?
Phone carriers require every company that texts through Enrollsy to register as a brand first. See How SMS Texting Works to learn how to set it up and what it costs.
How Do I Send and View Text Messages?
Can I Turn Off the SMS Consent on the Enroll Form?
Only by turning off text messaging for your whole company. U.S. regulations require the consent to appear at the end of the Enroll Form. See SMS Consent, Opt-Outs and Best Practices in Enrollsy.