FAQ

Why is a menu missing?

The menu is usually hidden because your account role does not have permission for that module.

• Check your user role.
• Check your branch access.
• Check the assigned permissions with your branch admin.
• If the menu should be available for your role, your admin can review the permission settings before raising a support request.

Why can I not find a student in app?

In most cases, this happens because:

• the parent or student account linking is not completed yet, or
• the student was registered under a different branch or account.

Please check the following first:

• Confirm the student profile is active.
• Confirm the profile is correctly linked to the parent or student app login.
• If the setup is correct but the record is still missing, ask your branch admin to verify the account details before escalating the case.

Why are reports different from list view?

Reports and list views may show different results when the filters are not exactly the same.

• Confirm the same date range is selected.
• Confirm the same branch is selected.
• Confirm the same status or class filters are applied.
• Confirm you are not comparing a live screen with an older exported snapshot.

If the numbers are still inconsistent after that, capture the affected page and filter settings, then share them with support for checking.

How do I handle small-group classes where students start at different dates and pay by lesson package such as 12 lessons?

This is an optional scenario, not the standard setup for every tuition centre.

Video: Watch the tutorial

Important:

• In the current tuition system, the standard visible class types are Per Month, Per Year, and Subscription.
• This small-group lesson-package scenario is not shown as a separate main billing type in the class type options.

This usually fits centres where:

• students begin at different dates,
• each small group may have its own time slot,
• fees are collected by lesson package such as 12 lessons,
• the centre needs a more custom charging arrangement than normal monthly or yearly billing.

High-level handling:

1. Create a separate class for each time slot.
2. Enroll each student into the correct class.
3. Review whether Subscription is the closest standard type for your intended charging schedule.
4. Confirm the charging dates and package arrangement before going live.
5. Use attendance and payment records consistently based on the agreed branch workflow.

Short steps using current Subscription flow:

1. Create one class for each teaching time slot.
2. Set class Type to Subscription.
3. Set Credit to 12.
4. Add each student into the correct class based on their time slot.
5. Fill Date #1 until Date #12 based on your planned billing or lesson cycle.
6. Create payment for the student under that class when the student signs up for the 12-lesson package.
7. Mark attendance normally for each class session.
8. When the next 12-lesson cycle starts, update the next set of subscription dates based on your branch workflow.

Important:

• This is a workaround using the current visible class types.
• It is closer to date-based package management, not a dedicated remaining-lesson balance system.
• If your branch needs a stricter lesson-balance workflow, review the process carefully before using it for all students.

If you are still deciding whether this model fits your centre, first read:

• 1.5. Billing Modes and Charging Model

How do I contact support?

You can contact us through the guide top bar Support link or the Contact Us page here: Click here.

To help us check your issue faster, please include:

• branch name
• user role
• page or module name
• date and time of the issue
• screenshot or short screen recording, if available

What are the support levels?

Our support process is handled in levels so each case can be routed correctly:

• Level 1: basic Q&A, common usage questions, simple checks, and standard guidance. Many basic questions can be answered automatically by AI at this stage.
• Level 2: Product Support handles cases that need deeper checking, validation, or a manual reply from our team.
• Level 3: Technical Team handles confirmed bugs, technical faults, server issues, or integration problems.

If your issue cannot be resolved at the first level, it will be escalated to the correct team.

Do you provide onsite or physical training/service?

No. We do not provide:

• onsite service
• physical walk-in support
• staff-following training at your location

All product support, user guidance, and training are provided remotely through online communication and digital materials. If you need help, please contact us through the support channel so the correct team can assist you remotely.

Where is your company located, and can I walk in?

Synorex is a Malaysia-based company. However, for this product we do not provide:

• walk-in support
• counter service
• onsite handling

All enquiries, support, and training arrangements are handled remotely through our online support and sales channels.

Can I request my own company logo or custom branding?

Yes, custom branding or using your own company logo can be discussed as part of a suitable package or custom arrangement.

Please contact our sales team through the Contact Us page here: Click here.

Our team will:

• review your branding requirements
• advise you on the available option