New families, win-back and loyalty
Watch each new family's first six weeks, send a personal note to families who stopped, and thank long-standing families with bonus credit.
Updated 18 October 2026
Why this exists
Families usually drift away quietly, and by the time anyone notices it is too late to help. Retention watch prompts your staff to check in with new families, to reach out to families who have stopped, and to thank long-standing ones. It never messages a family by itself, so every contact stays personal.
Three tools help you keep families. Each is off until someone with settings.edit switches it on, on its own page, with two-step sign-in. None of them messages a family by itself.
They live under People > Retention: New families, Win-back and Loyalty.
New families: the first six weeks watch
For each family in its first six weeks the portal:
- creates a welcome call task in week 2 and a check-in task in week 5
- flags a missed lesson, a cancellation, or no parent sign-in for 14 days
These are prompts for your staff only. Tick a task done, or dismiss it with a note.
Win-back
When a family has had no lesson for 60 days, and again at 120 days, and has not come back, you are prompted to send a personal note from their tutor.
- Open Win-back and open the family.
- Edit the drafted note.
- Press Send and confirm. Sending needs retention.edit and two-step sign-in.
It goes as marketing email with an unsubscribe link. Anyone who has opted out is skipped, and a family that has come back is not sent anything.
Loyalty milestones
- Open Loyalty and add milestones, such as 40 lessons or one year, with a bonus credit and whether it expires.
- When a family reaches a milestone, the credit is posted once and the parent is thanked in the app. It is never shown to a child.
While your centre has not started charging families through the portal, credits wait and post when charging starts.
Good to know
- The new families watch and loyalty need your full lesson history in the portal. Until it is confirmed, those boards say they are held.
- If a page says "not switched on yet", a database update is still to come for your centre.