Parents can't sign up to and pay for the club

Guardians can't book certain days of the week

If you've set up a grouped membership period e.g. Termly only, parents can't select specific sessions e.g. Monday only.

Go to School > Activities > Clubs, select the club, then make sure to add a Daily period in the Membership Periods and prices section.



Check the max participants

Check whether the maximum number of participants has been reached for that day. If it has, either:

  • ask the parent to only book individual days (one at a time) that aren't full
  • you'll need to sign them up manually.

Check if they can click the button to pay

If it's just one or a few parents reporting issues, ask them to follow this article: I can't click the button to pay?

Guardians can't book onto a new club

First, check the guardian portal signup dates for your club. Go to School > Activities > Clubs, select the club, then click into the membership periods. Check you have added dates overlapping with today.



Next, check the pupils' eligibility. Only students who are eligible for the club will be able to be booked on.



Check whether it's outside term time. When adding the sessions for a club during the holidays, if you selected term time only? parents would be unable to book their child onto the club. You would need to delete current sessions create them again unticking term time only?



Check you have opted to show clubs on the Parent Portal and Arbor app by going to Students > Parents & Guardians > Parent Portal Settings. Amend this if you see an X here.

If the setting is off it will say (No do not show clubs)



The club used to show for parents to book but it isn't showing now

If guardians can't see the club on the Parent Portal or Arbor App, this is due to your settings. Check and amend these by following the instructions below to enable it to show again so parents can sign up and pay.

Club showing in the Active tab but not on the Parent Portal

This is likely due to the Guardian Portal Signup dates not being set. Go to School > Activities > Clubs and select the club from the Active tab.

Click on the Membership under the Membership Periods section for Free Clubs or Membership Periods and Prices for Paid Clubs.

  • You will need to click on each Membership to check the Guardian Portal Signup dates as they are set up separately.
  • Make sure you have dates in the Guardian Portal Signup section and that they are current.



You can edit this by clicking the orange Edit button and changing the Guardian Portal Signup dates and times at the bottom of the slide over.

Click the green Save Changes button.



Club showing in the Inactive tab

If the Club appears in the Inactive tab, this is due to there being no upcoming scheduled sessions.

Find the Sessions section of the Club. Check when the last session took place as this will be the reason the club is inactive.

In this example, the sessions should run until 2nd April. However, because the sessions run every Tuesday, the last session would be on the 30th March.



By clicking on the session, you can see the last session was on Tuesday 30th March. After this last session took place, the club became inactive.



To make the club active again, go to School > Activities > Clubs and select the club from the Inactive tab.

In the Sessions section, add more sessions using Step 2 in this article.

  • If you are adding sessions to make the previous sessions visible to parents again, you can add a single session for the payment deadline or as far in the future as you can to avoid the club going back to inactive too early.
  • If you are adding sessions due to the club taking place again after the break, you can set up the sessions to accurately represent when the club is actually taking place.
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