This section is a very general FAQ section which answers basic queries our support team get asked frequently
Contacts FAQ
Admin contacts | I added a note on the contact, but it didn't save ?
Answer - It did save, just navigate to the notes tab on the contact where you can see all the notes listed
Follow this user guide here for adding notes on a contact
Automated emails - editing the email content, Can admin do this?
Answer - yes! Follow the user guide here to make edits to the configured automated emails.
Note: If you require additional automated emails, please open a support ticket with your request.*
*Additional automated emails may require a budget to complete. This is dependent on the automation to be configured
Passwords | Can I reset a contacts password for them
Answer - you can’t set a contacts password, but you can instruct your contacts to issue one themselves.
Follow this user guide here
Contact email | Can I edit a contacts email if they have been invited to login
Answer - Yes, you can edit the email on a contact + save. The contact will now login with the updated email and same password.
Login Email | Can a contact (not admin) change their own email
Answer - No, only admin can edit the email for a contact
Contacts | Can there be multiple org reps in one organisation
Answer - Yes, you can add unlimited org reps to one organisation. An org rep creates his own bookings against the organisation, so org reps in the same organisation, can’t see each others bookings
Duplicate Contacts - Can I delete or merge these contacts together
Answer - yes! duplicate contacts are caused due to different emails is very common eg contacts signs up twice - once with work email and then with personal email.
We can enable the merge feature and you an do yourself or we can merge for you. Open a support ticket
Follow this user guide here for merging contacts
Trainer contact | Added but new trainer is not appearing in schedules?
Answer - Check the contact - did you select ‘trainer = yes’ on the contact
Follow this user guide here for merging contacts
Bookings FAQ
Bookings | Why have they not received a booking confirmation email?
Answer - Did you add a PO? If not, add anything x or . or PO PENDING - this will trigger the booking confirmation emails
Can I increase the quantity of delegates after a booking is made?
Answer - Maybe, depending on the booking.
No, if schedule is charge per delegate yes. When a booking is made, you have locked in a transaction so you are unable to increase the qty as this would change the cost.
Yes, if charge per delegate No, if its a day rate, 1 price, you can keep adding names to the booking up to the point of schedule capacity.
Bookings | Can a booked contact (not admin) cancel their booking?
Answer - No, only admin can cancel a booking
Bookings | Can I edit a booking after it has been confirmed?
Answer - Yes, you can edit the names / swap names.
Follow the user guide here for swapping names
Bookings | Can I resend a booking confirmation
Answer - Yes, open the booking and select ‘Run Automation’ - select the applicable template to trigger from the dropdown.
Follow user guide here for run automation
Waitlist | Can admin add a contact to the wait list
Answer - No, This can’t be done via back office, but an admin can open the website and add a contact here
Accounts & Payments FAQ
Why hasn’t an invoice been generated for this booking?
Answer - Depending on your automation configuration
a. You did not add a PO to trigger the automation
b. Your platform has not been configured to automatically create invoices when a booking is made
c. Your organisation has a specific rule to create invoice on eg the start date of training, not when the booking is made.
What happens if I cancel a booking after payment has been made?
Answer - A credit will be applied to the payer accounts. This credit can be used later to pay for another course or update the refund as paid i.e. you paid back the credit.
Follow user guide here for making a payment using available credit
A contacts has said they can't complete the checkout - what do I do?
Answer - Open ‘recent payments’ report, if the contact displays here, read the status column to understand the error eg insufficient funds or cvv not entered
If they do not appear, find our exactly where they are in their journey to determine the error eg common errors signup issue, duplicate emails on the checkout
Follow user guide here for recent payment report
The invoice address populating on the invoice is incorrect - how do I fix?
Answer - Open the booking, select the billing address, edit + save - regenerated the invoice
Follow user guide here for editing the invoice address
Bookings | Can a edit the transaction after the booking is made, as they have made changes
Answer - yes, but this is not recommended and edit transaction option is not enabled by default, contact us to get enabled.
Follow user guide here for editing a transaction
Bookings | Delete a credit note, so it no longer exists
Answer - yes, you can do this and its advised to do this, before an invoice has been sent
Follow user guide here for deleting a credit note and generating an invoice again
Courses & Schedules FAQ
Online Content - attendee unable to start content - why?
Answer - common mistake, the schedules' online content, access length has not been set, follow the user guide here to set. (This will update all existing bookings)
OR
The access length has passed i.e. the access has closed. You must re-book the student to gain access again.
Trainers - Trainer was added, but I can't see them in schedules
Answer - yes! Follow the user guide here to make edits to the configured automated emails.
Note: If you require additional automated emails, please open a support ticket with your request.*
*Additional automated emails may require a budget to complete. This is dependent on the automation to be configured
A user logged in but can’t see their booking. Why?
Typical cause:
-
The person has two accounts (e.g., one with their work email, one with their personal email).
-
Their booking may be under the other account.
Action:
-
Search for the person’s name in Contacts.
-
If two accounts exist:
-
Contact CourseCo support.
-
Specify which account to keep.
-
All bookings will be merged into the kept account.
-
The chosen email address will remain as the primary login.
-