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iCP Admin Portals
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iCP Pending Tickets
iCP Pending Tickets
Request #490231 — November 21st: On the Classes page, when selecting a class and opening its Logs tab, the Audit Log defaults to showing 10 entries. If you change the view quantity, the page will not allow scrolling to display the full list. The only workaround is to manually resize the browser window.
In addition, if a class has a long history of edits, the Audit Log will not display all 10 default entries unless the browser is zoomed out and the window is resized. This has been occurring for several months. I’m finally submitting the ticket because it’s now driving our team a little wacky.
Two short videos are attached to demonstrate the behavior.
iCP response — November 21st: We have created this ticket to follow up regarding the issue you are experiencing with your iClassPro account. We apologize for any inconvenience this has caused. At this time we have escalated your ticket to our advanced support, and you will receive updates regarding this issue until it has been resolved.
Request #487990 — November 10th: Goodyear : Student - Adriel Velazquez : We have noticed that when OA comes in for a same-day transfer, we are given the option to delete the old booking and reallocate the funds. However it is not deleting the old booking and keeping both enrollments. Also provided a video of a test account showing the steps.
iCP response — November 10th: We have created this ticket to follow up regarding the issue you are experiencing with your iClassPro account. We apologize for any inconvenience this has caused. At this time we have escalated your ticket to our advanced support, and you will receive updates regarding this issue until it has been resolved.
Request #484402 — October 21st: Calendar > Staff View > No Instructor. Example is Riverview, but it appears to be happening at all locations. When they use the STAFF VIEW, there is a NO INSTRUCTOR column with no classes.
iCP response — October 26th: We have created this ticket to follow up regarding the issue you are experiencing with your iClassPro account. We apologize for any inconvenience this has caused. At this time we have escalated your ticket to our advanced support, and you will receive updates regarding this issue until it has been resolved.
iCP response — January 7th: This is still something our development team is currently working diligently on a solution for. We apologize for any inconveniences this may have caused you and thank you so much for your patience.
Request #452651 — May 5th: SMS says iClassPro attempted to auto-purchase credits, but the payment was declined. However, I can purchase text with the card on file.
iCP response —
May 9th: Once we have more information on this, a member of our team will follow up!
June 7th: Thank you for reaching out! This is currently still under investigation by our development team. As soon as we've got more information on this we'll be sure to let you know.
August 7th: We wanted to reach out and acknowledge your open support ticket. We realize some time has passed, and while the issue has not yet been resolved, please know that it has not been forgotten.
September 5th: We wanted to reach out and acknowledge your open support ticket. We realize some time has passed, and while the issue has not yet been resolved, please know that it has not been forgotten.
Resolved iCP Tickets
Resolved iCP Tickets
Request #491103 — November 26: App version 2.46.0 Customers cannot view skills in the Hubbard Swim app. See video.
I think Matt submitted this as an issue, and Justin McNabb replied on Nov 20, 2025, 10:26 AM CST, there was a release to fix this issue.
iCP response — date: Our Mobile App team has submitted version 2.49 to both Apple and Google for approval. This version contains the fix for your reported issue: skills not reflecting in the app. Matt accepted 11/26 - version goes live within 7 - 14 days.
Request #454848 - May 15th: This morning, we noticed a request to transfer a waitlist. After some investigation, we confirmed that the app is functioning as expected. However, it appears that the Customer Portal is displaying a button that allows users to transfer a waitlist request, which should not be available.
iCP response - May 15th, 2025: Your issue has been forwarded to a team member who will be working diligently to resolve this as quickly as possible.
RESOLVED 07/11/2025 : New release fixing this issue
Request #413479 - September 21st: On the app we cannot change locations.
iCP response - September 23, 2024: Your issue has been forwarded on to a team member who will be working diligently to resolve this as quickly as possible. We'll be sure to update you with new information as it becomes available. As a workaround, in the meantime, families will need to log out and then be prompted to select a new Account location.
iCP response - December 16, 2024: Our Development Team has confirmed that there is an issue, and they are actively working to identify the root cause to implement a full resolution. At this moment, we do not have an estimated timeline for the fix. However, once the issue is resolved, a member of our team will reach out with an update.
RESOLVED 07/03/2025 : New release fixing this issue
Request #449330 - April 16th: We have noticed recently that enrollment notes provided from the Customer Portal are not showing up in the enrollment note section in iCP.
iCP response - April 16, 2025: We have created this ticket to follow up regarding the issue you are experiencing with your iClassPro account.
RESOLVED 06/11/2025 : As of today Class Enrollment notes made from the Portal are saving.
Request #454442 - May 13th: We have been noticing since yesterday that absences are being reported twice, with different time frames.
iCP response - May 13th, 2025: Your issue has been forwarded to a team member who will be working diligently to resolve this as quickly as possible.
RESOLVED 05/03/2025 : After careful consideration and feedback from our clients, our team has made the decision to roll back this update to restore the previous functionality. This means you should no longer see two instances of absences in your Online Activity or in families' attendance records.
Request #453368 - May 7th: Urgent: Discount Applying Incorrectly -- After transferring a student and creating a new ledger charge line for the new class, iCP is incorrectly applying a discount to the charge line when it shouldn't. See video below w/ audio.
iCP response - May 7th, 2025: We have created this ticket to follow up regarding the issue you are experiencing.
RESOLVED 05/28/2025
Request #447739 - April 9th: Text messages failing from iCP.
iCP response - April 9, 2025: We have created this ticket to follow up regarding the issue you are experiencing with your iClassPro account. We apologize for any inconvenience this has caused. At this time we have escalated your ticket to our advanced support, and you will receive periodic updates regarding this issue until it has been resolved.
RESOLVED 04/11/2025
Request #431852 - January 16th: We have noticed today that the specific end dates we select when transferring an enrollment are not saving. Currently enrolled CLOWNFISH FRIDAY 3:00. Action to transfer to CLOWNFISH WEDNESDAY 10:00 STARTING 01/22. I then adjusted my drop date for the previous class to be 01/17. The enrollment reflects the last Friday to be 01/21 which is not what I selected. This is the same from the Family and Calendar page. Customer Portal reflects the dates from Office Portal. Email dates are correct!
iCP response - January 16, 2025: Your issue has been forwarded to a team member who will be working diligently to resolve this as quickly as possible.
RESOLVED 01/21/2025
Request #421285 - November 8th: Office Portal - Processing Payments saved on file. When attempting to process the payment with the card on file, the PAYMENT METHOD box will turn red, with no error box. Sometimes, it will process or error out on the second attempt, but a couple have also taken 4-5 attempts.
iCP response - November 8, 2024: Regarding this red box when attempting to take payment issue. I will deffinalty get this issue documented and escalated to our Advanced Support Team! For refrence, your ticket number is 421285. This is a known issue that our team has been unable to replicate on our end. Next time you experience this can you please open Developer Tools on your Brrowser by pressing F12 or Fn +F12 > click the Console tab > and exmpland the error text that appears in red? This will help our team narrow down what is causing this issue. Then send me the screenshot or screenrecording of that?
iCP response - December 5, 2024: Received several screenshots from us and their IT department is working on it
RESOLVED 01/15/2025
Request #423756 - November 21st: We have noticed that the option to check in students from the Enrollments page is removed once the class has begun. Is this functioning as intended? Did a setting change? We have kids who are often running behind for their class, and we can't quickly check them when this option disappears at the start time.
iCP response - November 21, 2024: It looks like we did release an update that inadvertently affected the attendance buttons available on this page. We'll get this ticket to our development team to get this resolved, and we'll reach back out as soon as we have more information.
RESOLVED 12/16/2024
Request #415440 - September 9th: STA-8 Instructor Roster Report is showing all skills instead of completed skills
iCP response - September 9, 2024: Your issue has been forwarded on to a team member who will be working diligently to resolve this as quickly as possible. We'll be sure to update you with new information as it becomes available. There was an update released to display ever skill, that is the intended behavior of the report per the Knowledgebase article: What is the Instructor Roster Report (STA-8)? (see Dusokay Filter section)
However, what I did notice is the Check mark or fraction to indicate what has been mastered or what the star evolution is on the level is not displaying.
In person in Las Vegas - September 30, 2024: Being escalated via Steven
iCP response - October 3, 2024: I wanted to reach out quickly regarding your conversation with Steven at USSSA about your frustrations with the recent changes to the STA-8 Instructor Roster Report. I understand how important this issue is, and I’m attaching your ticket to the main problem ticket for better tracking. For your reference, the ticket number is #415440. As soon as we have more information, a member of our team will be in touch to keep you updated. Thank you for your patience and understanding as we work through this.
iCP response - October 8, 2024: Thank you for your follow-up on this matter. While the change to the report was intended, we did not anticipate it would negatively impact your business.
I have confirmed with our team that we are implementing a setting filter that will be selected by default. When selected, this filter will display only completed skills, without X/Y ratios or check marks. If the filter is deselected, the report will revert to its current format. Please rest assured that our team is actively working to enhance usability for your needs and for other accounts as well.
iCP response - October 21, 2024: Our development team has released an update that should have resolved the reported issue. This update adds a new Display Filter that only displays completed skills and it's is checked by default. I have personally tested this fix to ensure it has resolved this matter. Please be sure to refresh your screen to get the latest code changes.
RESOLVED 10/21/2024
Request #397929 - June 20, 2024: I have been notified that evaluations are not showing up under the skills page at all locations. I did check the audit log for all 4 locations, and it appears that Peoria, Riverveiw, and Goodyear were last able to send skills on Tuesday, 6/18, and Phoenix on Monday, 6/17.
I used my GOODYEAR account to test and check off a skill for LEO TURTLE, but the skills page is blank. Searching the audit log for Goodyear filter date 06/20/204 "Created Skill Tree Evaluation," I found at least 79 that should be reflected on the skills page.
iCP response - June 20, 2024: Issue has been escalated
RESOLVED 06/24/2024
Request #386054 - April 12, 2024: OA transfers - when changing the date the occupancy for the new class is not updating but showing zeros. This requires up to verify availability on the class/calendar page.
iCP response - April 12, 2024: Issue has been escalated
Request follow up June 18, 2024: ...
RESOLVED 06/21/2024 Our development team has released an update that should have resolved the reported issue.
Request #397529 - June 18, 2024: Calendar > Staff View > No Instructor. From the calendar staff view page, a "No Instructor" is listed for classes with an instructor assigned. It appears not to be every day but is happening at Phoenix, Peoria, and Riverview. However, when I looked a few days out, it was not affecting Goodyear.
iCP response - June 19, 2024: Your concern has been passed on to a team member who will work diligently to resolve it as quickly as possible.
RESOLVED 06/19/2024 Reviewing with iCP IT later and it is no longer showing. Ticket closed with the hopes it resolved itself.
Request #392769 - May 22, 2024: Example: Goodyear Search: (623) 238-537 Results are two accounts that are not related to this number --- Search: 6232385374
Results that no accounts are related to this number. I know iCP didn't use to be this picky.
RESOLVED 06/18/2024 Upon thorough investigation into the behavior of phone number searches, it has been determined that the current functionality is working as designed. When spaces are added between groups of numbers, the software interprets each segment as a separate search criterion. Consequently, the search results include any record that matches at least one of these criteria. For instance, searching "111 123 3344" would retrieve records associated with any family matching any combination of these number groups.
Request #370974 - January 17, 2024: iCP is forcing sign outs while you are working - 1/22/2024 currently providing additional details to allow them to investigate
iCP response - January 31, 2024: Issue has been escalated
CLOSED 02/09/2024 Not resolved - closed until we can provide more information
REOPENED
Request # 381867 - March 21, 2024: sent Carrie's two videos and one of mine from this morning of iCP logging out without warning.
Request follow up April 19, 2024: working on it
Request follow up May 6th, 2024 from Liason: she is investigating
iCP response - May 16, 2024: Try using Microsoft Edge as a browser -- Support Team testing
iCP response 06/06/2024: (1) Google Settings - First, our team recommends turning off the following setting which can be accessed by navigating to the vertical ellipsis in the top right corner of the browser>Settings>Performance>Speed>Toggle OFF "Preload Pages". (2) Bookmark Use - Our team is resolving this issue with an update. We are currently reviewing the proposed changes so that the update can be pushed out. I will keep your team updated regarding this!
RESOLVED 06/18/2024 We have not had any additional issues reported
Request #392254 - May 20, 2024: When adding a payment the reference notes are not showing on the ledger line and is not showing on the details of the payment.
iCP response - May 20, 2024: Issue has been escalated
RESOLVED 06/06/2024 No update from iCP but seems to be functioning correctly.
Request #366464 - December 14, 2023: Staff Portal unable to scroll within a filter.
iCP response - December 14, 2023: Issue has been escalated
Request follow up March 13, 2024: In the testing phase
Request follow up April 19, 2024: I was able to see that they have been working on this issue daily, and they have been running tests on solutions to this issue. I do not have an ETA on when the fix will be available, as I do not want to give you a false expectation. I can, however, ensure that our team is working as hard as they possibly can to get this issue fixed as we know this is a major issue for your business.
RESOLVED 06/05/2024 Our development team has released an update that should have resolved the reported issue. I have personally tested this fix to ensure it has resolved this matter. Please be sure to refresh your screen to get the latest code changes. If you continue to encounter the issue you reported, please let us know so that we can investigate it further. We apologize for any inconvenience this may have caused you.
Request #369646 - January 9, 2024: Issues sending statements through iCP - work around is download as PDFs and email as an attachment.
iCP response - January 9, 2024: Issue has been escalated
Request follow up March 13, 2024: No ETA on the completion of this task, but working on it
Request follow up April 19, 2024:
RESOLVED 04/19/2024 After thoroughly looking into this on our end we have been unable to replicate this. Our Team believes there was an update since the report of this that has corrected this issue since we have been unable to recreate this issue. However, should you encounter this issue moving forward I encourage you to please either reply to this email to reopen this ticket or submit a new ticket I and our Team will be happy to repent our investigation on this issue.
Request #368236 - January 2, 2024: App shows there is not a makeup option when there are available spaces.
iCP response - January 2, 2024: Issue has been escalated
RESOLVED 03/13/2024 newest version of the app 2.21.0
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