Troubleshooting

Most problems here resolve themselves in minutes or take one setting change to fix. Work through the matching section below, and if you are ever unsure whether the issue is on Feezy's side, check status.feezy.one, which shows live health for the app, payments, reminders, and the website at any time.

This guide uses coaching vocabulary, students, batches, and fees (read members and plans for a gym, tenants and rent for a PG hostel).

Payments and fees

A parent paid, but the fee still shows unpaid

Sometimes a payment goes through at the bank a few moments before the confirmation reaches Feezy.

• Give it a few minutes. Most payments are confirmed and marked Paid automatically within minutes.
• Ask the parent to reopen the same payment link. If the payment already went through, reopening the link finds it and marks the fee as Paid immediately.
• Feezy also runs an automatic background check that finds and corrects any payment left stuck as unpaid, so nothing stays wrong for long.
• Nobody gets charged twice. Safeguards make sure the same payment is never counted or collected again.

If a fee still shows unpaid well after the parent paid, contact support with the student's name and the approximate payment time.

A payment link says it is no longer valid

• If the fee is already fully paid, the link says so instead of asking for money again. That is expected, not an error.
• If your institute completed its online payment setup recently, links created before that setup finished may show an expired message. Send a fresh payment link from the student's page.
• Normal fee payment links do not expire and always show the current amount due, including any late fee or partial payment.

The receipt shows the wrong details

Receipts pick up your institute's name, logo, and contact details from your institute profile.

• Update the details under Settings, including branding and account details, then download the receipt again. The fresh copy uses the corrected details.
• GST details appear on receipts only when your institute is registered for GST, so check that your tax details are filled in correctly.
• If a receipt you have already shared shows old details, contact support and the team will help set it right.

Reminders and messages

A reminder did not arrive

Check three things, in this order.

1. Message credits. WhatsApp reminders use message credits, and credits are only spent when a message actually delivers. If your balance has run out, reminders will not go out. The reminder setup screen warns you when this is the case.
2. The student's phone number. Open the student's page and confirm the number is correct and active on WhatsApp.
3. Whether the reminder is switched on. Open Configure Reminders and check that the rule is active and not paused, that the channel is enabled for your institute, and that the number is not on the Do Not Contact list. Archived students are added to that list automatically.

Every message Feezy attempts is recorded in the notifications Log, so you can see whether a reminder was sent and on which channel.

Signing in

Trouble with the one-time login code

Parents and students sign in with a phone number and a one-time code.

• Confirm you are using the phone number the institute has on file. That is the number Feezy recognises.
• The code can arrive on WhatsApp or as a text message. If one channel is slow, switch to the other when requesting the code.
• Ask for a fresh code rather than retrying an old one.

Institute owners and staff sign in with email and password instead. If a staff member cannot get in, contact support.

Importing students

The spreadsheet import rejected some rows

The import preview shows every row before anything is created, so rejected rows are always visible with a reason.

• Every row needs a name and a phone number. Email is optional.
• Rows matching an existing student's name and phone are reported instead of being added twice.
• The import only adds students to the branch you are working in. Rows that belong to a different branch are skipped and reported, so switch to the right branch and import those rows there.
• Start from the downloadable template to keep columns in the expected format.

Still stuck?

How to reach support

• Email hello@feezy.one with a short description and, where relevant, the student's name and the date.
• Message the team on WhatsApp from the help page at feezy.one/help.
• Support hours are Monday to Saturday, 9 AM to 6 PM IST.
• For a live view of whether Feezy itself is having a disruption, check status.feezy.one.