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FAQs - Customer Portal



Check out our frequently asked questions below. If you have a question that's not been covered feel free to get in touch.


CUSTOMER PORTAL


Q. How can I register for the customer portal?

A. Once your booking has been confirmed you will receive a confirmation email with the link to register for the customer portal. If you haven't received the confirmation email please check your spam folder. If it's not there please get in touch.


Q. Why can't I log into the customer portal?

A. If you have registered for the customer portal and are unable to log in, please check that the email address and password are correct.

If they are and you're still not able to log in, you may be inactive on the system. This may happen if you have not attended lessons or if lessons have been unable to run for a period of time, e.g. while lessons have been suspended due to COVID-19.

If you are active and still unable to log in, please get in touch with us to reset your details.


Q. What details will I see on the customer portal?

A. The customer portal has the following sections:

  • My Account - here you can see and edit your details, update your password, add payment details and see the terms and conditions for lessons.

  • Swimmers - here you can see and edit current swimmer details, classes swimmers have previously been enrolled in and currently enrolled in, the levels swimmers have completed, the level swimmers are currently working on and add any new swimmers.

  • Classes - here you can add new enrollments, view current enrollments and notify of absences from lessons. Please note, you cannot cancel or edit current enrollments through the portal as we are not notified of any changes.

  • Financials - here you can see previous and current invoices and receipts, balance history and any upcoming payments.

  • Notifications - here you can see any notifications you have been sent from us regarding the lessons.


Q. Can I cancel my enrollment through the customer portal?

A. No, you're unable to cancel any enrollments through the customer portal as we are not notified of any changes so it will not be processed.


Q. Can I edit my enrollment through the customer portal?

A. No, you're unable to edit any enrollments through the customer portal as we are not notified of any changes so it will not be processed.


Q. Can I complete the rebooking process through the customer portal?

A. No, any enrollments made through the customer portal will be in addition to your current enrollment (for the current term and the upcoming term) and may result in you being charged twice. To rebook lessons please follow the instructions in the rebooking email.

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