Situation: Here's what to do when a customer says "Under classes my student gets a, No Groups Showing, notification. 

 

Verify what is showing on the student account

1. If you have the student username, search it.  Otherwise, look up the parent's account to find the student's name (see direction below)

  • Search for the customer’s account via, first name, last name, or email. 
  • Click on the customers username. 
  • Scroll down to the Student Accounts section and select Manage Student Accounts 
  • You will now be able to see the student information while still in your MPM Admin account
  • Go back to MPM and input the student’s username, or last name to find them. 
  • Select the student’s username. 

2.  Scroll down to select the View As option. 

3.  This will take you to the front end of the website through the student. Now, go ahead and select the student name in the top right corner. 

4.  From the drop down select the Classes option. 

5.  Confirm if they are able see classes. 

 


Solution 1 

  • Go to the Fix Accounts Page and search for the Parent Email.  
  • If you find the Parent Account, go ahead and fix it. 
  • Now you will need to search for the Student Account via their username. 
  • If you find the student account, go ahead and fix it. 
  • You will now need to log into the Students Account, and see if this fix worked. 
  • If it did not please reference another solution option.


Solution 2 

 

1. Log back into your admin account in MPM

2. Go to the Parent's account, and work the Expire/Inspire Procedure (The procedure is listed below) 

            Procedures - Expire 

    • Log into Member-press Members (MPM) through your admin account. 
    • Look up the customer’s account either first name, last name, or email. 
    • You will be brought to the customer’s account information page in MPM. 
    • Click on TRANSACTIONS.
    • Check the expiration dates to make sure there is no weirdness or for overlapping dates.
    • Click on the most recent transaction.  
    • Copy the current expiration date.
    • Click NOW and select yesterday's date.  Click DONE.
    • Click UPDATE.

             Procedures - Inspire 

    • Paste the expiration date that you had copied back into the Expiration Date field. 
    •  Click DONE.
    • Click UPDATE.

3. Now that you have done that, you will need to go to the Fix Accounts page and follow Solution 1.


 

***If none of these solutions work please escalate the ticket to Matt, for further guidance***