iClassPro FAQs

General Questions

  • What are the minimum computer requirements to use iClassPro?

    Minimum hardware and software recommendations:

    • Mac OSX Mountain Lion or newer
    • PC Windows 7 or newer
    • 6 GB of RAM
    • 1080p Standard HD Monitor (1920 x 1080px)
    • Recommended browsers:
      • Mozilla Firefox 21 or higher
      • Google Chrome 25 or higher
  • What are the minimum internet requirements to operate iClassPro?

    Speed and Connection Requirements:

    Due to the amount of information shared when you save and access a large database like iClassPro, you must have a reliable internet connection to operate efficiently. Wired connections are best when using the full application.

    We highly recommend a minimum 3 MB download speed and 1 MB upload speed. Test your current connection speed here.

    A reliable wireless connection can be used successfully for accessing smaller portions of the application, such as the parent portal and mobile attendance app.

  • What are the terms, agreements and policies for using iClassPro?

    Terms of Use Agreement      |     Privacy Policy

    Refund Policy:

    As a general rule, iClasspro does not offer refunds. Subscription fees are paid to maintain access to the software and are not based on the usage of the software.

    First Billing Policy. During the 30-day free trial you are not required to store payment information on file. If you choose to do so and change your mind about subscribing to the software, you must contact iClassPro before the end of your trial to cancel your account and we will remove your payment information for you.

    Subscription Policy. The iClassPro subscription fee covers the 30 days of account access following your charge date. If you cancel midway through this period, we do not prorate for partial months. At the time of cancelation, you can choose to keep your access to our database for the full prepaid period or have the account shut down immediately with no refund or proration of charges.

New to iClassPro

  • How does the iClassPro free trial work?

    iClassPro offers a 30-day free trial to new customers.

    This time is intended to give you the opportunity to set up your account and get familiar with our tools and features.  The free trial is the full working version of iClassPro's original application for booking classes and camps. During your free trial we recommend diving into the Getting Started Guide and Quick Reference Guide to get a basic understanding of our features.

    We also offer free phone and online meetings with our support staff to help you get started! Our staff is trained to listen to your business model and make recommendations for your iClassPro setup. They are happy to answer your questions and point you in the right direction.

  • Can you import data from my previous software?

    As a part of the free trial, we also offer free data imports!

    The amount of data we can import varies from software to software. At a minimum, we can always help with importing basic family and student information such as names, emails, phone numbers, etc. Imports can typically take from 1-3 business days, depending on the quality of the data sent to our staff members.

    If you have questions about what information we can import for you, please contact support.

  • What are my support options?

    We offer free phone, email, ticket and online chat support!

    Our contact information can be found in the footer of our website. Normal support hours are 8am - 6pm CST.

    What about after business hours? If you're burning the midnight oil, we also have an online support center and searchable Knowledge Base available to you 24/7. Plus, lots of helpful downloadable content and guides at iClassPro.com/Downloads.

  • What’s the fastest way to get up and running?

    Jump in head first.

    Setting up your account might take a few days of intense work, depending on how much data we can import for you (that's why we give you 30 days for free). But trust us-- it's worth it. If you want to skip straight to the essentials, try downloading our Getting Started Guide. On page two, you will find a QuickStart list of tasks to get family and student information, classes and camps set up in a hurry. And don't forget, our support staff is here to help answer your questions!

Financial Questions

  • What are the fees associated with using iClassPro?

    Standard Subscription Fee:

    iClassPro charges a flat monthly rate for access to the main application. This rate can vary depending on the number of locations you operate within the software. Accounts with multiple locations get a discounted subscription rate charged per location. For a full list of rates, please see www.iClassPro.com/pricing.

    Additional (Optional) Fees:

    • iPartyPro is an optional expansion module to iClassPro for party booking available at an additional subscription rate of $40 per location.
    • Processing online payments will require a gateway integration and merchant account, each of which will charge its own subscription and processing fees. We offer both in-house and third party gateway options.
    • The optional SMS and Voice Broadcasting features are available to U.S. customers at an additional rate of $0.03 per credit. One credit is required to send a single message to a single recipient.
  • What exactly is a gateway and why do I need one?

    A gateway is required to allow customers to pay online with iClassPro or store credit card and e-Check information.

    Gateways validate credit card and e-Check transactions before they are submitted to a merchant account. That means that before anyone starts moving actual money around, it's the gateway's job to look for potential fraudulent charges or inaccurate payment information. If the gateway says a payment doesn't look right, iClassPro won't allow the payment to be recorded on the family ledger. Instead, it will give you an error message.

    We do our best to integrate with a variety of gateways so that your business can get the best deal possible on processing. A full list of supported gateways can be found in your iClassPro account settings under Settings>Transactions>Configure Payment Gateways. Be sure to ask about our internal gateway services (they are also listed)!

  • What is ACH and how do I use a NACHA file?

    Commonly referred to as bank drafts, ACH is another payment option available in iClassPro for U.S. customers.

    Unlike using a gateway, ACH payments cannot be taken online. A customer must consent for you to store their bank information on file in iClassPro (under a 256-bit SSL encryption) for processing later. To process a payment with that information, a staff member must manually create a NACHA file and then submit that file to your bank (usually through a secure online terminal) for processing. Once a NACHA file has been generated, the payment will be recorded on the family automatically in iClassPro. Then any failed payments reported by your bank must be manually deleted from family ledgers.

    NACHA processing goes through the Automated Clearing House Network. Your bank will likely charge you a fee for this service each time you submit a NACHA file.

  • Do I need any special equipment to process credit cards?

    Credit Card Swipers:

    iClassPro will integrate with a USB Credit Card Swiper that has Keyboard Emulation Mode (KEM) capabilities using a Card Present gateway account. If you choose not to use a credit card swiper, you can manually enter card information using a Card Not Present gateway account.

    Separate merchant terminal transactions cannot be integrated with iClassPro because they do not use a gateway. However, these transactions may be recorded as External Credit Card payments in iClassPro without any transaction or card information.

    Printing Receipts:

    iClassPro will use the printer set up as the default printer in the web browser to print receipts. This can be any type of printer, set to your preferred printing options.

Security Questions

  • What steps does iClassPro take to secure my data?

    We take database security very seriously.

    With cloud computing, you can rest assured that in the case of hard drive failure, fire or water damage, or even theft… your data can be accessed through our servers from any computer with your login information.

    Your data is backed up on a nightly basis to multiple disks at multiple geographic locations. All backups are encrypted and can only be opened with the iClassPro software application by an experienced technician.

    If you want to keep customer information saved on your computer, you can generate and save the majority of iClassPro’s reports in PDF, CSV and XLS documents. This is a great contingency measure in case your business encounters internet trouble.

    We have strict access control to all of our servers, including database servers.

    We require SSL on all iClassPro application pages- meaning all data is encrypted before being transmitted across the internet.

    Each iClassPro account is assigned its own distinct database with its own passwords to prevent data access by other users.

  • What steps can I take to make sure my data stays secure?

    Information security on an individual business level is always important.

    Never share your password or stay logged in on a public or multi-person access terminal.

    We offer unlimited concurrent user logins at iClassPro to support your business security. You should always have direct control over who has access to your customer information, financials and communication tools. You can maintain that control by creating a unique staff member, along with a unique username and password for each staff member with access to the system. Then assign each user a set of permissions through User Groups (general job level permissions) and Advanced Permissions (singular additions to access level).

    Each user's actions are then tracked in the audit log for accountability. Even if you reach out to one of our support members for help, their information is recorded in the audit log.

  • How can I verify the security of the portal for my payment processors?

    iClassPro’s parent portal uses SSL encryption for all sensitive information, including any payment pages.

    Any information being sent through the parent portal is encrypted before being transferred across the internet. You can verify this by looking for the HTTPS signifier and the secure lock icon in front of the URL on these pages.

    Some payment processors may request to see the customer portal pages for themselves. To do this, your payment processor will need to be given family login information. The shopping cart functionalities and the Payments section are the areas where customers interact with financial information.

  • Do you release any of my information to a third party?

    No.

    We do not release client information to any outside parties for any reason unless required by law.