Frequently Asked Questions
The questions that come up most, with links to the full answer.
Registrations and results
A student passed, so why does their class show "Balance Due"?
Because the status chip checks the balance before the result. A student who passed but still owes money shows Balance Due rather than Passed. The result is recorded correctly — take the payment and the chip changes.
What's the difference between a no-show and a fail?
A no-show never turned up. A fail attended and didn't pass. Marking someone a no-show clears any result, test record and certificate-mailed date they had. No-show doesn't apply to online registrations.
→ Glossary
Should I cancel, defer, or transfer?
- Transfer when you know which class they're moving to — payments move with them.
- Defer when there's no suitable class yet — payments are held as credit.
- Cancel when they're not coming back — you decide what to refund, payment by payment.
Prefer transfer over cancel-and-re-add: cancelling restarts the balance from scratch.
Why can't I see a student's certificate options?
The Certificate tab is hidden until the registration is active and the student hasn't been marked failed. If the course has no certificate template, the Pass dialog shows a notice instead of certificate options.
Classes
I cancelled a class. Why do the students still have registrations?
Cancelling a class marks it cancelled and emails the students. It does not cancel their registrations or refund anything — the confirmation dialog says so. Work through the roster afterwards, transferring, deferring or cancelling each one.
Why can't I find a course when scheduling a class?
Only published In-Person and Virtual courses can have classes scheduled. Draft and online courses won't appear in the Create Class form.
What's the difference between Virtual, Virtual / Zoom, and Blended?
Nothing — they're the same delivery type. The Classes tab says Virtual, the chip says Virtual / Zoom, and the Courses type filter still says Blended.
→ Glossary
Payments
Where is the Payments page?
There isn't one in the sidebar. Payments live on a registration (open its Payments tab) or on a student record (the Payments tab). It's the same panel in both places.
→ Payments
I deleted a payment. Why didn't the student get their money back?
Deleting removes the ledger record; it doesn't move money. To return money, use Refund. Delete only when the record itself was entered in error.
Why can't I edit this payment?
Only hand-recorded payments with nothing refunded against them can be corrected in place. Card charges have to be refunded instead.
A cash refund didn't return the surcharge. Is that a bug?
No. A cash or check refund returns the principal only. The card surcharge comes back only through a card refund.
What does the amber warning triangle on a registration mean?
The student has paid more than they owe. Hovering reads "Has excess funds paid". Refund the excess, or apply it to another class.
Coupons and gift certificates
Why is my coupon list nearly empty?
The status filter opens on Active. Expired, deactivated and used-up coupons are never deleted, so they're hidden until you widen the filter. Gift certificates work the same way.
Can a student use a coupon and a gift certificate together?
Yes. The coupon comes off first, and the certificate covers what's left. If the two together cover the whole cost, no card details are asked for at all.
Can I un-void a gift certificate?
No. Voiding is permanent and any remaining balance is gone. If the money needs to go back, refund the original purchase payment as well.
Access and errors
Why can't I see Organization Settings?
It's Super Admin only. Admins see the Administrator section but no Settings group beneath it. Typing the URL directly redirects you to the Dashboard.
A form says "The given data was invalid." but doesn't say what's wrong. What do I do?
That's a server-side validation failure that doesn't name the field. Go back over the form and check every required field — especially dates, amounts, and anything you pasted in.
I was sent back to the sign-in page in the middle of something. What happened?
Your session expired. AnchorPoint returns you to sign-in without a message, so it can look as though something broke. Sign back in and carry on — anything typed but not saved is lost.
Why did a table go empty after I searched?
Filters stay in the page address, so a filtered view can persist across visits. Clear the filters, and check the status select if the table has one.
Still stuck?
Three reference pages cover the whole application rather than one feature:
Can't find what you're looking for? Contact us at info@anchorpointconnect.com.