Configuring Your Customer Portal

The customer portal is a great tool to save you administration time.


The portal can enable customers to cancel a lesson if they are going to be absent, book make-ups, see their account balance and make a payment online (if you wish to set this up) and they can also use it to contact you via e-mail.


It will save you a lot of time if you currently receive absence notifications and book make-ups over the phone with customers. 


To enable and configure your customer portal, simply follow these steps below or contact Support and they would be happy to talk through the setup options.



1. Go to the "Configuration" tab.



2. Under "Company" click on "System Setup". 



3. Click on "System".



4. Then click on the "Enable Customer Portal" box.



5. Then click on the blue "Save Changes" button.



6. Back in "System Setup" Click on "Customer Portal".



7. Here you are able to edit the information that is shown and able to be used in your portal. Below is an example of a typical setup (further explanation for each option is below the image).

Once you have made all necessary changes, click on the blue "Save Changes" button in the bottom right-hand corner.


Fields 1 to 6: These all relate to PIN payments and only need to be completed / ticked if you want to receive payments online through the customer portal. You will need to have an account with Pin Payments (follow this link to set up an account if you do not already have one: https://pinpayments.com/partners/simplyswim/signup - if you click away from the link for more information, make sure you go back to this link to sign up so you will be connected with PinPayment's SimplySwim expert account manager). Please talk to Support about this further for information on properly configuring payments.


Field 7: "Disable Account Transactions". 

- Tick this box (recommended) if you do not want families seeing transactions in their family finance section. 

- Leave unticked if you want families to be able to see all transactions in the family finance section. 


Field 8: "Disable Account Balance".

- Tick this box is you do not want families to see their account balance.

- Leave unticked (recommended) if you want to display their current account balance.


Field 9: "Disable Make-up Class Bookings".

- Tick this box if you do not want to allow make-ups to be booked through the customer portal.

- Leave unticked (recommended) if you want families to be able to check for and book make-up lessons themselves.


Field 10: "Disable Contact Us". 

- Tick this box if you do not want families to be able to contact you through the portal.

- Leave unticked (recommended) if you want families to be able to contact you this way. Their message will be delivered to your inbox and will include their family name and ID number.


Field 11: "Disable Non Attendance".

 - Tick this box if you do not want families to be able to notify a non-attendance through the portal.

 - Leave unticked (recommended) if you want families to be able to mark student absence through the portal.


Field 12: "Days in advance Non Attend Allowed

- this is where you set how many days in advance families can notify that a student will be absent from their lesson. This is at the discretion of your centre and should be in line with your policies and how much notice you require.


Field 13: "Minutes before Class Time Non Attend allowed"

- this is where you set how many minutes before a lesson start time that a family can notify of an absence to still receive a make-up. Some centres have this set to 30 minutes (e.g. if they pick their child up from school and they are sick, they have time to notify the centre of a non-attendance), some centres have it as 15 minutes or less, some have it as 4 hours (240 minutes). This is at the discretion of your centre and should be in line with your policies and how much notice you require.


Field 14: "Minutes before Class Time to Block Makeup Allowed for Non Attend (still allows Non-Attend, just prevent a Makeup being given.)".

- you can set a number of minutes before a class time where families can still notify of a student absence but will not be awarded a make-up. If a family does mark an absence after the Field 13 time and before the Field 14 time, they will receive a message to say a make-up will not be awarded. (A setting of 0 will allow non-attendance up to the lesson start time).


Field 15: "Disable SMS for Verification Code".

- Tick this box if you do not want families to receive their verification code to register for the customer portal via SMS.

- Leave unticked if you are happy for families to receive their portal verification via SMS (only applicable if you have an SMS account set up in SimplySwim).


Field 16: "Disable display of Skill Last Updated Date". Only applicable if you have the Certificates & Skills module.

- Tick this box if you do not want families to see the date that student's skills were last updated.

- Leave unticked if you are happy for the last updated date to display against each skill.


Field 17: "Makeup Booking Balance Calculation Outstanding Days".

- this function allows you to set a number of days you consider an account to be outstanding in order to block make-up lessons being booked through the portal. Customers whose accounts are in good standing will be able to book make-ups as normal. Those families whose accounts are not in line with your configuration will be blocked from booking a make-up and redirected to the payment page (if you have payments configured through your portal) or advised that they need to make a payment before they are able to book a make-up lesson.


Field 18: "Limit Makeup Booking by Outstanding Account Balance".

- Tick this box if you fill out Field 17 and want make-up lessons blocked by an outstanding account balance over the number of days set in Field 17.

- You do not need to tick this box if you do not want to restrict make-ups by account balance.


Field 19: "Redirect Families to New Family Portal". (Only applicable to SimplySwim sites prior to 2022).

- Tick this box (recommended) if you ever utilised portal v1 ("old portal") so that your families will be redirected to the "new" portal. Reason being that full functionality of blocking make-ups, policies and updates are only located in the new portal.

- Leave unticked if you have not updated to the new portal (not recommended, as v1 contains no updates and does not have full functionality).



8. Configure your non-attendance reasons that are displayed through the customer portal. We recommend having different terminology to your regular non-attendance reasons so that you can distinguish them as being from the portal. Calling them things such as "Something came up", "I am sick", "I am on holidays", or you could have "Illness -  Portal", "Holidays - Portal", "Notified - Portal". Make sure the "Make-up Given" and "Show in Customer Portal" options are ticked (if you do not give make-ups, do not tick the make-up box). Families will only be able to select a non-attendance reason that has "Show in Customer Portal" enabled. See article: Creating Non-Attendance Reasons



9. You can add a welcome message/s to your portal where you can put information such as Term dates, when fees are due or any other relevant information. See article Adding a Welcome message to customer portal



10. Let customers make payments via the portal with credit card. This also saves on administration time, and gives families further payment options. Payments made through the portal are automatically updated on the family's finance. See article Adding a payment option to your portal



11. Once you are happy with how your portal is set up you can send the portal link in an e-mail to your customers to start using or add the link to your social media page or website. See article Adding your customer portal link to your website



Last updated 4 May 2022

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