Centre Go Live FAQ's

Guardian and Nominee FAQ's

Kiosk

1. How do I manage a Kiosk code?
2. Why can't I sign children in/out?
3. How do I sign my child in/out of the Kiosk?

Account

1. How do I resend a guardian activation or reset email?
2. Why haven't I received my activation or password reset email?
3. How do I reset my login password?
4. How do I log into the Web Portal?
5. How do I setup my direct debit details?
6. Why can't I update my billing information via the Smile App?

Invoice/Statements

1. Why does my ‘Last Bill’ show as $0 on my first invoice show as $0?
2. Why is CCS not showing on my Statement?
3. How do I interpret my Invoice?
4. How do I interpret my Statement?
5. Where can I see declined DD/CC transactions?

CCS

1. How do I see my child’s CCS Enrolment or Entitlement Status?
2. Why can't I see my child's CCS Enrolment or Entitlement information in the Smile App?

Service FAQ's

General

1. What are the differences between the Xap Smile App and the Guardian Web Portal?
2. How do I resend Xap login details?
3. Why are some accounts active and others aren't?

Kiosk

1. How do I turn my Kiosk into XAP Kiosk Mode?
2. How to fix an incorrect sign in/out?)
3. How do I sign a child in/out via the Connect App if a Parent has forgotten to sign in/out?
4. How do I reset a Kiosk code for a guardian/nominee?

CCS

1. Why is a child not receiving any CCS?
2. How do I check a child’s entitlement?
3. How do I check a child's enrolment status?
4. How do I identify sessions that have errors to be resolved?

Attendances

1. Why have my attendances not been submitted for last week?
2. How do I identify and resolve incomplete attendances?

Billing

1. How do I check if a Guardian has setup their Direct Debit?
2. How do I set a limit for a Guardian, so they are not mistakenly charged too much?
3. How do I check the first scheduled payments are correct?
4. How do I check for declined payments?

Updated on: 12/11/2020