Questions and troubleshooting
Quick answers to common questions.
A customer says they did not get an email
Open their contact page, then Communications, to see whether it was sent. Ask them to check spam, and to look for mail from notifications@brightpanda.app. The Messages page in their portal also keeps a copy of what they were sent.
A customer did not get a text
Texts go only to customers who ticked the text box and have a valid mobile number. If they once replied STOP they must reply START, or tick the box again on My Profile.
I cannot add a student or a teacher
You have reached your plan's limit (teachers, students or staff sign-ins). The message names the limit. Upgrading your plan raises it.
A class time looks wrong
Check System Timezone under Settings, General Identity, and the time you entered when you scheduled the class. Classes show the time you entered, in your school's zone. If a class you added by hand shows the wrong hour, open it and set the time again.
Customers cannot pay
Check that Stripe is connected under Settings, Banking & Stripe, and that Stripe has everything it asked for.
My subscription ended and I want to come back
Sign in as an admin (this still works), open Settings, then Subscription, and choose Reactivate subscription. See "Your Bright Panda subscription" for the details.
Where do I get help?
Reply to any email from Bright Panda. It reaches us.