Send fee reminders on WhatsApp

What goes out on its own

Switch	What the student gets	When
Personal Renewal Reminders	A question asking if they will continue, with Yes, Continue and No, I'm Leaving buttons	9:30 AM, a few days before their own plan ends (you choose how many)
Expiry Reminders	A message saying their payment is pending	11:00 AM, 1, 3 and 5 days after the plan ends, until they pay (you choose 1, 2 or 3 messages)
Monthly Alerts	One message to all members	Every month, from the 25th

• Personal Renewal Reminders and Monthly Alerts cannot be on together. Turning one on turns the other off.
• Automatic reminders only go out for plans sold in months or years. A plan sold in days or weeks, like a one-day trial, never gets them.

Turn automatic reminders on

1. In the sidebar, open Settings, then Payment & Receipts.
2. Open the Getting paid tab. On a phone, this tab shows only a QR code icon.
3. Scroll down to Automatic messages and switch on Personal Renewal Reminders, Expiry Reminders, or both.
4. Under When should we ask about renewing?, pick one:
   • 5, 4 and 3 days before — three reminders
   • 3 and 1 day before — two reminders
   • 3 days before — one reminder
   • 1 day before — one reminder
5. Under How many payment reminders after the plan ends?, pick 1 reminder, 2 reminders or 3 reminders.
6. Tap Save changes in the bar that appears. You will see Message settings saved.

Remind one student yourself

1. On the Dashboard, tap the Expired Plans tile.
2. On a computer, tap the green WhatsApp icon in the Reminders column on the student's row. On a phone, tap the WhatsApp button on the student's card.
3. You will see WhatsApp notification sent successfully. The small red number on the icon shows how many reminders you have sent.

A reminder you send yourself counts as one of the automatic ones, so the student may skip the next automatic message.

Remind all expired students at once

1. On the Dashboard, tap Expired Plans.
2. Tap Remind All Expired. To send only to some students, tick them first. The button then says Remind Expired.
3. Check the number of students and tap Send Alerts.

Is the button greyed out? That means Personal Renewal Reminders is on, so expired students already get messages on their own. To send them yourself, tap Turn off automatic reminders under the button.

Remind students whose payment is pending

1. On the Dashboard, tap Pending Payment.
2. Tick the students and tap Remind Pending.
3. Tap Send Now.

Switch off messages you don't want to pay for

Every message is paid for from your message balance.

1. Go to Settings, then Payment & Receipts, then Getting paid.
2. Scroll to Choose which messages go out. Use Find a message to search.
3. Switch off any message you don't need. It saves straight away. Nothing is sent and nothing is charged.

The reminder you send by hand is called Due fee reminder. Messages marked Always on, like the login code, cannot be switched off.

The student says they didn't get it

The success message appears as soon as you tap send, before WhatsApp confirms delivery. To see what really happened:

1. Go to Settings, then Billing & Subscription.
2. Open the Message Debugger tab, then Failed.

What the reason means:

• You have switched this message off in Payment settings, Automatic messages. Switch that message back on.
• Today's message limit for this library was reached — the message was not sent. Send it again tomorrow.
• WhatsApp messaging is switched off for this library — message us on WhatsApp and we will turn it on.

Also check that the student has a WhatsApp number on their profile.