Makeups

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General

• How do I book a trial?

  If you're unsure of a class for your child, we can do one-off trials for a small fee. We recommend signing up for a parent portal account, which will also allow you to view all the various times we have available across both our locations. Once you find a class you'd like toSome readers

• Do you offer payment plans?

  Active is understanding of families where financially the up-front cost of sport may be too much. We can setup a payment plan for your bookings to help spread the cost of the booking over the term. Our payment plans have a 25% deposit (+ $7.50 admin fee), followed by weekly payments processed on a Monday. The last payment will be the Monday of enrolment week. If this may be helpful for you, please find your desired class via our customer portal (See: What is the customer portal?) (/en/article/Few readers

• Why does my skills report have the wrong date on it?

  As your gymnasts' coach assesses their skills, we will periodically send out emails with their current skills report. Whilst your child's coach is continually evaluating them throughout the term, it is only inputted into the system in batches, so may not always correlate with their normal time/day. If you receive a skills report on a date your child wasn't in the gym, that will be the date it was inputted into the system and not when they were assessed :). If there are any queries about the skilFew readers

• How do I add a card or account for re-occurring (automatic) payments?

  Login to your customer portal account Click on "My Account" Scroll down to "Payments" Click "Add Payment Method" Before clicking add, select the checkbox "This payment method is authorized for recurring billing". Without ticking this box, the system is unable to process payments against the account automatically.Few readers

• I booked the wrong location

  If you've accidentally booked the wrong location - fear not! Contact us on info@activegym.com.au as soon as possible. We'll swap your booking over to the correct location, however some classes might not run on the same days across locations and there may be a slight time change.Few readers

• How do I make a booking for an in-house competition?

  When making a booking for a competition it's important to check which location is selected. For our in-house recreational levels competition, these are often held at our O'Connor location. To get started, on our customer portal, select the 'Map Marker' icon in the top right and change to the correct location. SFew readers

• What are the processing fees charged through the customer portal?

  Payments through our customer portal may attract a small processing fee whilst going through the payment processor. The latest transaction fees are displayed in a blue box before checking out on the portal, however, at the time of writing this article are as follows: E-Check (Bank Transfer) $0.88 (please use BSB & account number) Credit/Debit Card Transaction Fee (per transacFew readers

• I can't see any classes to book?

  There may be times where you cannot see any classes to book on the customer portal. Usually this may be because of our priority enrolment period. We have a three-day priority enrolment window for current families when our enrolments open. After this time enrolments for new families will open. If you are a current family and cannot see classes, please make sure you are signed into the customer portal (What is the customer portal?) for classes tFew readers

Punch Passes

• How do I buy a punch pass?

  Some of our classes are bookable via our punch-pass system. This gives you the flexibility to book on-the-day without committing to a full ten week term. If you are looking on how to use your punch pass, please see: How do I book a class using a punch pass instead. Access the Parent Portal, and select your location with the 'Map Marker' icon in the top right. Select the 'Shop' tabSome readers

• How do I book a class using a punch pass?

  Select the 'My Account' tab from the top menu bar Select the 'Passes' button from the student/gymnast you wish to use the punch pass for On the appropriate pass, select the 'Use for Class' button If no classes are found, you may need to change the date selector to the day you wish to book for (as punch passes are subject to availability, there may not necessarily be same-day availability). Select the class, then select the 'Punch In' button. A confirmation window will pop-up. PunSome readers

• How do I switch locations in the customer portal website?

  Customer Portal Status Bar When booking a class, it is important to ensure you are booking at the right location. To do this, please look at the status bar in the top right of the screen. Your current location is displayed as well as contact details. Click on the 'map marker' icon to access the locations menu. Location Selector Menu (https://storage.crisp.chat/users/helpdesk/website/41a03841c6fab400/imageFeatured

• What is the customer portal?

  The customer portal (and app) allows you to book classes, update your gymnasts' details and more all online! It can be accesed by clicking here (https://app.iclasspro.com/portal/activegymnastics/dash). To download the customer portal app download the app with the below links, and enter activegymnastics as the organisation code. Apple iOS: https://apps.apple.com/au/app/the-iclasspro-app/id1331001591 Android Playstore: https://play.goSome readers

• How do I reset my password?

  If you signed up in store, or otherwise don't know your password - please follow this guide to reset your password. Please note, as your password is hashed and securely stored - it is not possible to see/retrieve your currently set password. Start by clicking this link to access our login page. On the "Are you a current customer" screen, click "Yes". In the new menu which appears, there is a white 'forgot password?' button. CSome readers

• How do I add an additional day to my holiday program booking?

  When adding a day to your current holiday booking, the system will automatically detect that you've booked into the holiday program and will prevent you from booking another class as it detects it as a duplicate. Instead, the enrolment needs to be edited toFew readers