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?
Yes. Conductly supports multi-organization accounts. A single user can belong to multiple organizations (schools), each with its own data, settings, and team. You can switch between organizations from the navigation menu.
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 | Linked students, invoices, and payments |
| Student | Own schedule and progress |
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 Self option 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 that identifies potential duplicate records. You can merge duplicates from the student or guardian detail page, choosing which record to keep as the primary.
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.
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 only, this and future events, or all events. Select "this event only" 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 has CalDAV infrastructure for calendar synchronization. Contact support for information on availability and configuration.
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 with the Optimize Gateway (Interchange+ pricing, set up through Conductly support). Once you have an account, paste your API keys into Settings > Invoices 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 lesson as they happen | Per Lesson |
| 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. The guardian 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. When students are enrolled with a billing plan, Conductly can automatically generate invoices based on billing cycles. You can also generate upcoming invoices in bulk from the invoice list. Configure auto-generation in 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, navigate to the payment you want to refund, and click Refund. 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 custom URL. To configure products, navigate to Marketing > Store in the sidebar and edit your product listings. Each product is linked to a course in your catalog. See Online Store Overview.
Can families purchase lessons without creating an account?
Yes. Conductly supports anonymous checkout. Families can browse your store and complete a purchase, and an account will be created for them during the checkout process.
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 Create 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. Rules can be based on an hourly rate, a percentage of revenue, a flat per-lesson amount, or class size. Earnings are calculated nightly. 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, use the Export function to download a CSV 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 name and email, assign a role, and they'll receive an invitation to create their account. See Team Management.
How do I change my school's timezone?
Go to Settings > School 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 one customizable system template (the Lesson Reminder) that you can edit from Settings → Emails & SMS. You can also create unlimited custom email templates for sending manual emails 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 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)
- 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. 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