If you can’t find what you’re looking for below, please contact your local teacher via the Locations page.
Booking Support: Frequently Asked Questions
Frequently asked questions
How do I log in?
Click the My Account button, enter your email address and password, and click Login.
I’ve forgotten my password or it isn’t working
On the login screen, select Forgot Password? Enter your email address and press Recover Password. You will receive an email within 5 minutes with a reset link.
Click the link in the email, then on the reset page enter your email address, check the reset token is present, enter your new password and confirm it, then click Reset Password.
Please note: your reset link expires after 24 hours. Passwords must contain at least one capital letter, one number and one special character (such as !$_@*).
Why am I being asked to verify my email address?
We ask you to verify your email address to make sure you don’t miss any important messages from us. New customers will receive a verification email alongside their login details. If you are an existing customer and haven’t verified yet, you will be prompted to do so when you log in or update your email address. Simply click Resend Verification Email, find the email in your inbox titled Verify Your Email Address, and click the link inside.
Please note: if you log out before completing this step, you will need to log back in to finish the process.
How do I make a payment?
Log in and select My Payments from your dashboard. This shows your current balance, your payment history, and a Make a Payment button.
Select your stored payment card, confirm the amount, and click Make Payment. If your balance is £0.00 or in credit, the payment option will not be available.
I don’t have a payment card stored
Go to Manage Account, select Manage My Cards, then Add Card. Enter your card details including the billing postcode registered to the card. Please note this may differ from your home address if you have moved recently.
Click Add Card, then return to My Payments to complete your payment.
Please note: we are unable to accept American Express.
How do I change or add a payment card?
Log in and select My Classes, then View the plan you wish to update. Select a saved card from the drop-down list or click Add New Card and follow the steps above.
If you have more than one active monthly plan, you will be asked whether you’d like to apply the new card to all of them.
A note on card storage
Your full card details are never stored on our system. They are encrypted by our payment provider Stripe, who returns an encrypted token to us. We only ever see the last four digits of your card number.
I don’t want my card stored after I’ve paid
Go to Manage Account, select Manage My Cards, and click Delete.
How does the monthly plan work?
Our monthly plan lets you spread the cost of classes across the year rather than paying for a full term upfront. When you sign up, your first payment includes one month’s deposit. This deposit is held to cover your 30-day notice period when you come to cancel, so you are not charged twice for the same period. Any balance is refunded to you when the plan ends.
What is the deposit?
When you join a monthly plan, one month’s fee is taken as a deposit at the point of booking. This is held throughout your plan and applied to your 30-day notice period when you cancel. If anything is left in credit after that calculation it will be refunded to you.
Cancelling your monthly plan
Log in to your account at https://portal.babycollege.franscape.io/
Select My Classes, then find the plan you wish to cancel and click View.
Click Leave, then from the drop-down list select the last lesson your child will be attending. The figures on the page will update as you do this.
Please note: the charges shown next to each date are what you would need to pay to complete your 30-day notice period. For example, if you give notice on 21st January and your payment date is the 1st of each month, you have already paid for 10 days of the notice period and would need to be charged for the remaining 20 days.
Read the Leaving Summary carefully before proceeding. When you are happy with the figures, scroll down, select your reason for leaving, and click Cancel Monthly Plan.
What happens next
Everything below happens immediately:
- Your deposit is credited to your online account
- Any charges to make up the 30-day notice period are added to your account
- Your child is removed from classes after the last lesson date you selected
- You will receive a confirmation email
If you are left with a balance to pay, you can settle it via your online account. If you are left with a balance in credit and it has not been refunded within a couple of days, please contact your local teacher via the Locations page.
For any booking queries, please contact your local teacher directly. You can find their details via the Locations page.