Frequently Asked Questions
Client Services
How do I know what's going to be deposited in my bank account from my customer drafts?
Check our Payments Received Report, but you must remember that not all those payments are going to go through.
What customers are delinquent?
Check the Delinquent Report under Client Reports
Who has a bad address?
Go to Client Reports and then choose Bad Addresses
Where do I find what you've charged me for the month?
On the Month End report; you'll find this information and much more in the Dollars and Cents menu.
How do I see whose payments were declined or returned?
Under Client Reports, select either Declines or Returns; Declines occur on credit card payments and Returns occur on bank account payments.
Where do I go to enter a new account?
Go under Customer Central and choose Add Accounts, either Term or Open-End.
How do I cancel a member?
Go to Customer Central and choose member action and then choose Cancel Accounts.
Where can I see what your customer service notes on my members' accounts?
Go to Customer Central and then Changes/Comments.
My members are being charged fees because of their credit cards expiring; where do I see that before it happens?
Client Reports, Credit Card Expirations.
What do I do if I want to cancel a customer but want to get one more payment first?
Customer Central, and then choose Final Payment Dates.
How do I apply a freeze to a particular member's account?
Customer Central, Freeze Accounts then follow the instructions
How do I change a customer's method of payment?
Go to Customer Central, select Payment Method, then follow the instructions. Note: You can only change from one credit card to another, or one EFT account to another.
How do I apply a payment that my customer made to me, and what am I charged to do that?
Customer Central, select Paid to Client. You are charged $2.50.
What is a CIR, and how do I respond to the question or information requested?
CIR stands for Client Information Request. You can respond by email, fax, or telephone.
What is the Current Balance report?
That's the amount sitting in the trust before it's deposited to your bank account.
Why won't certain accounts let me modify payment information?
Because the payment information has been set to statements due to the payment not going through for whatever reason, and we have a question about the fees accrued and want to speak to you before we do anything further.
Can I charge a fee while the member is on a freeze, and how?
Yes, you would follow the normal freeze procedures discussed above and the system will only allow you to apply a payment while on freeze if it's a month to month or if it's in renewal.
What's the point in adding an alternate member?
A lot of times the last names will differ from the children to adults so this is available to see all.
How can I tell who has been cancelled?
Go to Client Reports and select Cancellation Report.
What are the issues using the Client Service site under Firefox or Safari?
We have recently reworked our web site to be more compatible with the Firefox and Safari browsers. If you use either of these, please make sure you are using the latest version so as to take full advantage of the new features we offer.
Front Desk
How do I do a Data Transfer?
Click on File > AAC Data Transfer. Check the Run Unattended box if you use our Terminal Services. Click Full Transfer.
How do I run a report?
Click on the Reports menu, choose the report that fits your needs, and choose your criteria once the next window opens.
The report for me isn't in the Reports menu. What do I do?
Click on the Reports menu and select Member List. Customize the report you would like to pull and process it.
I can't find a member when I type their last name in.
After typing the last name in and hitting enter, notice a funnel-like button at the top of the window. Click this button and turn off all of the filters.
How do I take a payment for an in-house client?
Click on the picture of the green dollar sign; this will open the Transactions window. Select the member making the payment. Click on Make Payment. Fill out the fields for date, payment method or code, and amount, then click Add.
How do I set security parameters for my employees?
First, click the Configuration > Employees > Employee menu. Find the employee(s) of choice, click Edit, and set the security level as desired. To set the parameters, click Configuration > FrontDesk Configuration. Under the Security tab you may select what security level accesses which features.
How do I set belt colors for my martial arts ranks?
Click FrontDesk > Martial Arts > Ranks. Click New, set the Rank ID, Rank Code, Rank Criteria and so on, and then set the color of the belt, stripes, etc. Click Save.
How come I can change information on certain members in Member Information, but on others I cannot?
Notice that the members that you are editing more information on are in-house members or paid-in-full members. These members have "No" in the Send to AAC field. These accounts are editable because they aren't being sent to AAC. This customer's information is located in your system and not AAC's.
How can I add a child to a parent's paying account?
These are called non-responsible members, and can be added by clicking Member > Member Information in Check In. In Member Information, find the parent record and click Member > Add Child Record. Enter the child's information and click Add.
I just called in a Paid to Client payment for my member. Why does the Check In software still say the member isn't current?
First, there is an approximately 24-hour turnaround time on processing these payments, so it may take overnight. Also, you may need to do a Data Transfer or update your system information.
General
What's the best way to send payments, documentation, etc to AAC?
For things that cannot be sent electronically, use the address found in our "Contact Us" page. For your protection, we recommend sending Certified Mail.
How can I get in touch with AAC?
Use the "Contact Us" page. It provides you with information on contacting us via phone, email, or post.
