FAQ
      Back to home
      1. Connect Help Center
      2. FAQ

      🧭 Connect FAQ

      Quick answers to common Connect questions

      🧭 Contents


      Getting Started

      Q: How do I log in to ConnectMCT?
      A: Use your school email and password at the ConnectMCT login page. If you haven’t received credentials, contact the Connect team. You can reset your password from Settings → Profile → Reset Password.

      Q: Is there a quick walkthrough?
      A: Yes. watch the platform demo from the Getting Started guide. -> Link

      Calendar & Courses

      Q: What do the course blocks show on the calendar?
      A: Course type, assigned instructor, available spaces, and start time.

      Q: What do the course type abbreviations and colors mean?
      A: Examples include CBT – Compulsory Basic Training and other FUL for Full Licence Training. See Full List Here -> Link

      Q: How do I add a new course?
      A: From Calendar:

      1. Click a date or press Add Course.

      2. Fill details: course type, site/location, start/end time, spaces, instructor(s), notes.

      3. Save. It appears instantly on your booking widget and, if applicable, RideTo.com.

      Q: Can I set up recurring courses?
      A: Yes. Use Set as recurring option on Course add modal. You can later edit or cancel individual instances.

      Q: Can I add multiple instructors to one course?
      A: Yes. When creating or editing a course, select multiple instructors from the Instructors list and Save. All selected instructors will see the course on their calendars.

      Q: Can I move an order to a different location?
      A: Yes. Open the course from the Calendar, open the rider’s order, change the Location first, then adjust the Date/Time, and Save. A new confirmation email (and SMS, if enabled) will be sent to the customer.
      Note: For RT# (RideTo) orders, changes need to be handled by Support.

      Q: How do I edit or cancel a course?
      A: Open the course → Edit to update details. To remove the course use bin icon on top right.

      Q: Can I add non‑training events (e.g., staff meetings, site closures)?
      A: Yes, add Events to block time, note closures, or add reminders (they don’t appear in the public widget).

      Orders

      Q: Where do I manage bookings/orders?
      A: Go to Orders. Use the Today/This Week/This Month quick filters and the search bar to find orders fast.

      Q: What do the order prefixes mean (RT#, DR#, WD#)?
      A:

      • RT# — Bookings via RideTo.

      • WD# — Bookings via your website widget.

      • DR# — Direct bookings you added in Connect.

      Q: How do I edit an order?
      A: Open the order → Edit. You can adjust date/time, instructor, bike, payment status, and notes. Connect automatically sends emailupdates after edits. You can update personal information on Contact tab.

      Q: Can I make a change on RideTo orders?
      A: Basic edits can be made in Connect, but RideTo Support must handle date change/cancellation. Contact support for RT# changes you can’t perform.

      Invoices & Payments

      Q: How do I create and issue an invoice?
      A: Invoices → Add Invoice → choose customer, location, items/fees, link an order, set terms/VAT, add notes → Issue (emails the invoice and marks as Open) or Save as Draft.

      Q: How do customers pay?
      A: They use your branded, Stripe‑hosted payment page. 

      Contacts

      Q: What can I do in Contacts?
      A: Store all customer profiles, view order history, attachments, invoices, and the full communication log. Send email/SMS directly from a contact. 

      Additional Pro Features will be available on contact tab such as DVLA License Check, Disclaimers..

      Q: How do I add a new contact?
      A: Contacts → Add Contact → fill name, email, phone, licence number (if applicable) → Save.

      Q: Can I message customers from their profile?
      A: Yes—open the contact → Email or SMS tab → pick a template (or write directly) → send.

      Bikes

      Q: What is Bike Management?
      A: A central area to manage your bike inventory, track status (Active / At Risk / Out of Order), MOT/tax/service dates (with email/sms reminders), damage reports, docs/photos, and assignments to courses.

      Q: How do I add a bike?
      A: Bikes → Add Bike → registration, make/model, year, site, status, MOT/tax/service dates, VIN/chassis, mileage, purchase & insurance details → Save.

      Q: How does DVLA bike check work?
      A: Enter the registration number and click Fetch. Connect pulls the latest available vehicle details from DVLA (e.g., make/model, colour, engine size, tax/MOT status where available) and saves them to the bike record so you can track and set reminders easily.

      Q: Can I attach notes and documents?
      A: Yes—upload photos, service invoices, damage logs, and notes to each bike record.

      Q: How are expiry reminders handled?
      A: Enter accurate MOT/tax/service dates or use DVLA bike check feature Connect emails reminders ahead of expiry.

      Q: Can I assign a bike to a course?
      A: Yes—select the bike when editing a course or from the bike record.

      Staff & Permissions

      Q: What roles does Connect support?
      A: Main Account Owner, Admin, and Staff with view/edit permissions. By default, staff see only their own calendar items; admins can see all.

      Q: How do I add a staff user?
      A: Settings → Users/Staff → Add User → set name, email, role/permissions, site(s), pay rates (optional) → Invite.

      Q: Can I deactivate staff without deleting them?
      A: Yes—toggle Active/Inactive. Inactive users don’t count toward your seat limit.

      Q: What are seat limits?
      A: Essential includes 1 main user + up to 3 staff. Pro includes up to 2 admins + 3 staff (5 total), with the option to purchase extra seats.

      CBT Certificates

      Q: What does the Certificates area do?
      A: Lets you issue and manage CBT certificates and submit books to DVSA.

      Q: How do I add CBT books?
      A: CBT Certificates → Books → Add Book → select site/location, enter starting certificate number → Add.

      Q: How do I issue a certificate?
      A: From a book, choose Issue Certificate, enter student and course details (licence number, date, time, instructor, restrictions), then Issue. Status becomes Ready to Return.

      Q: How do I submit books to DVSA?
      A: From Books, use submit option when all certificates ready.

      Communication (Email & SMS)

      Q: How do I create templates?
      A: Communication → Email/SMS → Add Template → choose type → write content with dynamic fields â†’ Save.

      Q: How do SMS credits work?
      A: SMS is credit‑based (per‑message cost). Top up credits in Communication → SMS before sending. Each SMS cost 6p.

      Q: Can I message from the Contacts page?
      A: Yes—open a contact → choose Email or SMS → select a template or write directly → Send.

      Settings

      Q: What’s in Profile vs School settings?
      A: Profile stores your user info (name, email, instructor certificate, password reset). School holds official school details, locations, bank/billing, subscriptions, and linked course logic.

      Q: How do linked courses work?
      A: You can link CBT and CBT renewals courses capacity and link them toget. Total available spaces reflect the higher of the linked counts.

      Q: Where do I manage subscriptions and billing?
      A: Settings → School shows plan, seats, billing and upgrade/downgrade controls.

      Booking Widget

      Q: What is the Booking Widget?
      A: An embeddable, customisable widget for your website that shows real‑time availability and accepts bookings 24/7.

      Q: How can I set up my booking widget?
      A: Go to Settings → Booking Widget customise brand colours, copy/labels, requirements & cancellation text, and add your Terms & Conditions. Then simply contact us to have it live and start receiving bookings within minutes.

      Q: How do I customise the widget?
      A: In Settings → Booking Widget configure brand colors, widget copy, requirements/cancellation text, and your Terms & Conditions link. Contact the team if you need help enabling it.

      Connect Pro & Seats

      Q: What is Connect Pro?
      A: Connect Pro is our advanced plan for schools that want to streamline operations and grow. It helps to automate routine work, stay organised, and gain clearer visibility across training, riders,—so you spend less time on admin and more time delivering growing your business. 

      Q: What’s included in Pro vs Essential?
      A: Essential covers the core (Calendar, Orders, Contacts, basic comms). Pro adds: CBT Certificates, higher seat limits, bike management and many more features.

      Q: How much is Connect Pro?
      A: You can try all features with a free first month. After that it’s £49.99 per month (tax may apply).

      Q: Can I cancel Connect at any time?
      A: Yes. You can cancel anytime. Your access continues until the end of the current billing period and you won’t be charged for the next cycle.

      Q: Can I add more seats?
      A: Yes—purchase additional seats if your team is larger than your plan’s included allocation.

       

      Troubleshooting & Support

      Q: I can’t find a contact in search.
      A: Try name, email, or phone (partial matches). If still missing, the contact may not exist yet—add it via Add Contact.

      Q: Why can’t I remove someone from a course?
      A: If it’s an RT# (RideTo) order, removal is restricted—please contact Support. If it’s not an RT order, you may not have the required permissions; ask an Admin to remove the attendee or adjust your access. If the issue persists after these checks, contact Support.

      Q: Why can’t I see courses on the calendar?
      A: If you’re logged in as Staff, you only see courses where you’re assigned as an instructor, based on Admin-defined permissions. To view everything, request Admin access. (Also check filters like Location/Site and the date range.)

      Q: Who can help me change an RT# RideTo order?
      A: Contact RideTo Support—some RT# changes must be made by the RideTo team for compliance.

      Q: How do I contact support?
      A: Live Chat & WhatsApp: 020 3603 9652 (08:30–17:00, 7 days/week) · Email: hello@rideto.com · Partner Line: 0333 050 726