Frequently Asked Questions
Getting Started
How do I log in to Conductly?
Visit your Conductly login page and enter the email address and password associated with your account. If you've forgotten your password, click Forgot Password on the login page to receive a reset link via email.
Can I manage multiple music schools with one account?
No — each school on Conductly has its own separate login. There is no in-app organization switcher; to work on a different school, log out and log in again with the credentials for that school. Each school's data, settings, and team are completely isolated. See Working With Multiple Schools.
What roles are available, and what can each role do?
Conductly has five roles:
| Role | Access Level |
|---|---|
| Owner | Full system access including subscription billing |
| Admin | Operational management (no subscription billing) |
| Instructor | Own students, guardians, groups, and schedule |
| Guardian | Family Portal — view and pay invoices, manage the payment method, view/reschedule/cancel lessons |
| Student | Family Portal — view and pay their own invoices, view/reschedule/cancel their own lessons |
See Roles & Permissions for details.
Students & Families
What's the difference between a Student and a Guardian?
A Student is someone taking lessons or classes. A Guardian is a parent, caregiver, or family member responsible for the student. Guardians typically receive invoices and make payments. A guardian can be linked to multiple students, and a student can have multiple guardians.
Can an adult student also be their own guardian?
Yes. Guardians can enroll themselves as students using the Enroll As Student option in the context menu on their guardian detail page. This is perfect for adult learners who handle their own billing.
How do I merge duplicate student or guardian records?
Conductly includes a merge feature — use Merge Student in the context menu on the student detail page and choose the record to merge into. Duplicates aren't detected automatically, so you'll need to identify them yourself (searching by name is the quickest way).
What do the student statuses mean?
Each status represents a stage in the student lifecycle — from Prospective (a lead) through Active (currently taking lessons) to Inactive or Deactivated. See Student Statuses for a full breakdown.
Can families reschedule or cancel their own lessons?
Yes, for private lessons — guardians and students can use Reschedule or Cancel on their upcoming private lessons directly from the Family Portal, subject to your school's notice period, booking window, and change limits. Group classes are view-only in the portal. You control whether this is allowed at all, and every policy detail, under Settings > Family Portal. See The Family Portal and Family Portal Settings.
Calendar & Scheduling
How do I schedule a recurring weekly lesson?
When creating an event on the calendar, set the recurrence to Weekly and choose the day and time. The event will repeat automatically each week. See Recurring Events for more options.
Can I cancel just one occurrence of a recurring lesson?
Yes. When modifying a recurring event, you'll be asked whether to change This event, This and following events, or All events. Select "This event" to cancel or modify a single occurrence without affecting the rest of the series.
How do I handle school closures and holidays?
Navigate to Settings > Closed Dates to add dates when your school is closed. See Closed Dates & Holidays.
Can I sync my Conductly calendar with Google Calendar or Apple Calendar?
Conductly supports a one-way sync to Google Calendar. Each staff member can connect their own Google account under Settings > Calendar Sync — Conductly creates a "Conductly" calendar in their Google account and keeps it updated. You can choose which events sync, how much detail is included, and how far ahead to sync. Apple Calendar, Outlook, and iCal feeds are not supported, and changes made in Google do not flow back to Conductly.
Billing & Payments
How do I start accepting online payments?
You'll need to connect a payment processor to Conductly. We support Stripe (self-serve sign-up at stripe.com, can be processing the same day) and Evolv (Interchange+ pricing, set up through Conductly support). Once you have an account, paste your API keys into Settings > Payments under the Payment Gateway section. See Payment Settings for the full walkthrough.
Which payment processor should I pick, Stripe or Evolv?
If you want to start collecting payments today with no Conductly involvement, pick Stripe — sign-up is self-serve and pricing is a flat 2.9% + $0.30 per card charge. If you process meaningful monthly volume (or expect to soon) and want the lowest effective rate, pick Evolv — Interchange+ pricing usually wins on cost at higher volumes, though setup takes a few business days for underwriting. See the full comparison in Payment Settings.
What billing plan should I use?
It depends on how you charge:
| If you charge... | Use this plan |
|---|---|
| One upfront payment for the whole term | Pay in Full |
| Monthly or weekly installments for a total cost | Payment Plan |
| Per scheduled lesson | Per Meeting |
| A flat recurring fee (monthly, semester, or yearly) | Subscription |
See Billing Plans for detailed comparisons.
How do I send an invoice to a family?
From the invoice detail page, click Send Invoice. The customer will receive an email with a link to view and pay the invoice online. You can also send invoices in bulk from the invoice list. See Sending Invoices.
Can I automatically generate invoices?
Yes — two ways. Every school can generate upcoming invoices in bulk: the Upcoming Invoices view shows scheduled charges, and the "Create Invoice" drawer's Customers with pending charges mode creates invoices for everyone with charges due in a couple of clicks. Or let Conductly run the whole cycle for you — Billing Automation generates, emails, and charges invoices on a schedule. It's off by default; turn it on under Settings → Invoices.
How do families pay their invoices?
Families can pay online via the payment link in the invoice email. They can use a credit card or ACH/eCheck. You can also record manual payments (cash, check) and charge stored cards from your end.
How do I process a refund?
Open the invoice and click Refund Invoice. In the drawer, enter the refund amount (or use the Full Amount / Half quick-select), optionally include the processing fee, and click Process Refund. Refunds are issued from the invoice, not from the payment record. You can process full or partial refunds. See Refunds.
Online Store
How do I set up my school's online store?
Your store is automatically available at your school's own storefront URL. To configure products, navigate to Marketing > Store in the sidebar and edit your product listings — every product is created automatically from a course in your Catalog. See Online Store Overview.
Can families purchase lessons without creating an account?
Yes — the store has no login at all. Families browse as guests, enter the student's information on the product page before adding to cart, and pay at checkout. Conductly creates the student and guardian records from that information automatically.
How do I feature specific products on my store?
When editing a product, toggle the Featured option. Featured products are highlighted prominently on your store's homepage.
Forms
How do I create a registration form?
Navigate to Marketing > Forms and click New form. Use the form designer to add fields for student information, guardian details, and any custom questions. See Creating Forms.
Can I embed a form on my website?
Yes. After publishing a form, you can copy the embed code and paste it into your website's HTML. The form will render directly on your page. See Publishing & Sharing Forms.
What happens when someone submits a form?
The submission appears in the form's response list. If you've configured CRM field mapping, the form data can automatically create student and guardian records in Conductly. See Managing Form Responses.
Instructor Compensation
How does Conductly calculate instructor pay?
Conductly uses payroll rules to automatically calculate earnings. Compensation types are Flat hourly rate, Percentage of revenue, Flat amount per meeting, Amount per student, and No compensation. Earnings are calculated once daily at 7:00 AM EST for the previous day. See Payroll Rules.
Can I set different rates for different instructors?
Yes. Payroll rules follow a hierarchy: you can set organization-wide defaults, then override them per instructor or per session. See Payroll Rules for the full hierarchy.
How do I export earnings for payroll?
From the Earnings page, select the rows you want and use Export to CSV to download a file compatible with most payroll software and accounting systems. See Managing Earnings.
Settings & Administration
How do I add a new team member?
Navigate to Settings > Team and click Add team member. Enter their first name, last name, and email, and they'll receive an invitation to create their account (valid for 30 days). Invited team members always join as Admins — there is no role picker. The only role change available afterward is Add instructor role / Remove instructor role from the row menu. See Team Management.
How do I change my school's timezone?
Go to Settings > School Information and update the timezone dropdown. This affects how all times are displayed throughout Conductly, including the calendar and scheduling.
Can I customize the emails Conductly sends?
Partially. Conductly has two customizable system email templates — the Lesson reminder and the New enrollment instructor notification — which you can edit from Settings → Emails & SMS. The lesson reminder also has an editable text message version. Whether each reminder is on, its timing, and whether it sends by email, text, or both is configured separately on Settings → Reminders. You can also create unlimited custom email and SMS templates for sending manual messages to students, guardians, instructors, or groups. Other transactional emails (invoices, receipts, password resets, overdue notices, etc.) are sent automatically and are not editable as templates, but you can customize their branding through your school information settings. See Email Templates, SMS Templates, and Reminder Settings for full details.
Troubleshooting
I can't find a student/guardian I just added
Make sure your filters aren't hiding the record. Check the Status filter on the list page — newly added records may have a status that isn't currently visible. Also try clearing all filters and searching by name.
An invoice shows the wrong amount
Invoice amounts are calculated from line items, which are based on billing plans and rates. Check:
- The student's enrollment and billing plan
- The applicable rate (Settings > Rates and Tuition)
- Any fees or discounts applied to the invoice
See Billing Plans and Fees & Discounts.
My calendar is showing events in the wrong timezone
Check your school's timezone in Settings > School Information. All calendar times are displayed relative to this timezone setting.
Still Need Help?
If your question isn't answered here, reach out to us:
- Email: support@conductly.com
- Website: conductly.com