We want every Enrollsy experience to be a positive one. Customers who need help with their enrollment or run into issues in Enrollsy are directed to contact you, the Admin, rather than the Enrollsy support team. If a customer has a technical problem, the Enrollsy team can help you and your customer resolve it.
How Customer Support Works
When a customer needs help, they should follow these steps in order:
Search the Customer Portal Support Center for articles and videos on logging in, resetting passwords, making payments, signing documents, and more
Watch the Customer Portal Videos for answers to the most frequently asked questions
Contact you (the Admin) if they can't find a solution
If you need help resolving the issue, contact Enrollsy using the chat bubble in the Enrollsy admin platform
Best Practices for Supporting Customers
Customer satisfaction is key to your success and ours. As an Admin, you're responsible for responding to customer issues and finding a fair, satisfying resolution whenever possible. To reduce confusion and set clear expectations:
Write clear policies and terms for your services and activities
Keep your business hours up to date
Keep your contact details current and easy for customers to find
Create a Customer Account to Troubleshoot Issues
You can create your own customer account so you see exactly what your customers see when they use Enrollsy.
Create a customer account using your email address
Go to My Company > Company (under your logo) and click the account sign-in link
Reset your password when you sign in (Enrollsy assigns an unknown temporary password when the account is created)
For more details, see How to Create a Customer Account.
Resources — For Admins
Use these resources to help customers with the issues they run into most often:
Enrollsy Customer Frequently Asked Questions Template (Google Doc template)
Enrollsy Customer Instructions Template (Google Doc template)
Resources — To Share With Customers
Copy and send these links to customers so they can find answers on their own:
How to Log In to the Customer Portal (article & video)
Customer Portal Videos (videos)
Customer Portal Support Center (articles & videos)
How to Contact Support as a Customer (article)
Contact Enrollsy Support
If you can't resolve a customer's issue, contact the Enrollsy team using the chat bubble in the bottom corner of the Enrollsy admin platform.
