Use this section when something is not working as expected and you need a fix that will still hold tomorrow. It focuses on real class delivery problems: families blocked in public enrolment, payment confusion, and staff access issues.
Use this order every time
When teams are under pressure, random changes create extra work. Use this order instead:
- Confirm one exact example.
- Confirm you are in the right account.
- Check list filters and archived items.
- Check the relevant status (enrolment, payment, or access).
- Make one change and test again.
That order keeps fixes clear and prevents accidental side effects.
One-example rule
Start with one case, not a general complaint. Write down:
- page and action taken
- class and participant involved
- message shown
- time it happened
- what result you expected
A single clear example is faster to fix than five partial reports.
Triage priority when multiple issues arrive
Use this priority order:
- Child safety or wrong person seeing data.
- Issues that block today or tomorrow's classes.
- Payment confusion affecting families this week.
- Internal admin friction with no immediate family impact.
This prevents your team from spending first on the loudest message instead of the highest-risk issue.
Practical weekly rhythm
For most small UK studios:
- Monday: review weekend issues and close obvious fixes.
- Mid-week: retest and confirm family-facing wording.
- Friday: quick check before weekend classes.
A short rhythm reduces repeat tickets and weekend clean-up rush.
Keep family updates plain and specific
Avoid broad replies like "the system is down".
Use:
- what happened
- what you checked
- what the family should do next
- when you will confirm the result
Specific updates reduce repeat emails and build trust.
Pitfalls to avoid
- Changing multiple settings at once.
- Granting broad permissions to solve one urgent task.
- Logging manual fixes without a clear page reference.
- Running live work in both Classia and spreadsheets.
If you are moving off spreadsheets
Pick one live system for live classes. If Classia is live, keep spreadsheets as read-only reference. Dual entry causes conflicting answers and slower fixes.
Related guides
- Public enrolment and form submission issues
- Payment checkout and verification issues
- Access, roles, and data visibility issues
- Public pages and enrolment requests
- Payments and billing (UK)
- Trust, verification and safeguarding
Related feature
FAQ
What should we check first when staff say "it is broken"?
Check account, filters, and status before editing anything.
Should we disable checks to get through a busy evening?
No. Quick bypasses usually create larger clean-up work next day.
How do we reduce repeat issues fastest?
Use one owner for first checks and one person to confirm closure.
When should we escalate to support?
Escalate after you can repeat the issue and have written the exact page references and steps.
Should we keep spreadsheets live while troubleshooting?
No. Use them for reference only once Classia is your live system.