We will continually update this page with additional information and help articles as they become available. 

The ACTIVE team knows participation is key to your programs and your business, and in the wake of COVID-19, there are a lot of uncertainties around how to most effectively manage your upcoming sessions. We recognize that any decisions you make regarding your programs will have serious implications to your business, and staff well-being. 

Below we have outlined some best practices around how to best manage your programs scheduled in the coming weeks. 

How Should You Communicate with Your Participants? 
It’s important to communicate with your participants clearly, early, regularly, and with empathy.
With Camps and Class Manager you can create a personalized email to communicate with your participants about the status of your program. Let your participants know that you are monitoring the ongoing situation through local government and will update them on any changes. 

Follow these help articles to create custom list of participants you want to contact, then draft your message and send using the email tool. 
If you need to postpone your program, plan for it now by working within your business to arrange an alternative date. It’s important to have the relevant information in place when you announce the new date to avoid ambiguity. 

To postpone your program, adjust the session date and any participant facing emails with new session dates and additional information. Please contact your account manager or our support team to alert us that you will be postponing your session.
In the unfortunate event that you must cancel your program, ACTIVE is here to help. 
  • Please contact your Account Manager or support for next steps if you have decided to cancel your programs.
  • If you are processing refunds, we are requiring that organizations have incoming revenue to cover the refunds or pre-fund their accounts via a wire payment.
  • If you would prefer to provide a refund in the form of a credit balance to be used for future programming, please review this Refund to an Account Credit Balance help article. 
  • If you have questions regarding ACTIVE’s Registration and Processing Fees, please review this help article.