You Can Dance Academy — YCDA

You Can Dance Academy

Help & support

Troubleshooting for the YCDA website and member app. Most issues are quick to fix — if not, Abi can help.

Before you email

Include what you were trying to do, which device and browser (or the YCDA app), and the time it happened. A screenshot helps if something looks wrong on screen.

I cannot sign in

Password, new account, or verification code problems.

  1. Check you are using the same email you registered with (no extra spaces).
  2. On the website, use Forgot password on the sign-in page to reset your password.
  3. For SMS sign-in, request a new code and wait a minute before trying again.
  4. If you use Google or Apple sign-in, try that option instead of email and password.
  5. Clear your browser cache or force-close the app and open it again.

The app will not load or keeps signing me out

Blank screens, errors, or being returned to the login screen.

  1. Update the YCDA app from the App Store or Google Play if an update is available.
  2. Check your internet connection (Wi‑Fi or mobile data).
  3. Try signing in on the member portal in your phone browser — if that works, the account is fine.
  4. On iPhone: delete and reinstall the app only if nothing else helps (you will need to sign in again).
  5. Tell us your phone model and iOS/Android version when you contact us.

Practice videos will not play

Missing videos, spinning loader, or playback errors.

  1. Make sure you are signed in and have added the correct dancer profile.
  2. Videos are only visible to your family (or invited support contacts) for that dancer.
  3. Try Wi‑Fi instead of weak mobile signal; practice clips need a stable connection.
  4. On the website, refresh the Videos page. In the app, pull down to refresh on the home screen.
  5. If a video was just uploaded, wait a few minutes and try again.

Calendar or class times look wrong

ICS download, subscribe link, or upcoming times on the dashboard.

  1. Term dates and closure weeks are set by the studio — check the closure banner on your dashboard.
  2. Re-download or re-subscribe to the calendar from your dancer page if you recently changed class.
  3. Subscribe links expire for security; open the portal and copy a fresh link from Dancers.
  4. If times look like last term, pull to refresh (app) or reload the page (website).

I am not getting reminders or video alerts

Email, push, or in-app notifications.

  1. Open Notification preferences (app home or portal) and turn on the types you want.
  2. On your phone, allow notifications for the YCDA app in system Settings.
  3. Check spam/junk for emails from the studio.
  4. Support contacts invited to your family only receive what you enabled when you sent the invite.

Billing, fees, or payment

Missed-class fees, bank transfer, or card pay in the portal.

  1. Open Billing in the portal or app to see amounts due and payment references.
  2. Bank details and card pay only appear when the studio has enabled them.
  3. Cash at class is fine — Abi will mark the fee paid once received.
  4. After bank transfer, it may take a day or two to show as paid in the app.
  5. Tasters and waiting list are under Book & enrol on the billing page.

Marking an absence or attendance

“Won’t be in this week” and what teachers see.

  1. Only the main account holder can mark an absence (not invited support contacts).
  2. Use Won’t be in this week on the dancer profile — this notifies Abi and excuses the absence if marked absent in register.
  3. Teachers use the attendance register; contact Abi if something still looks wrong after you notified absence.

My data, privacy, or deleting my account

Export, correction, or erasure requests (UK GDPR).

  1. Read our Privacy and Data practices policies for what we collect and why.
  2. Signed-in members can submit a request from Your data rights; we respond within 30 days.
  3. For urgent safeguarding questions, email us directly as well as using the form.

Something on the public website

Home page, classes list, Instagram feed, or cookie banner.

  1. Try a hard refresh (Ctrl+F5 or Cmd+Shift+R) or another browser.
  2. If images or Instagram posts fail to load, it may be a temporary network block — try mobile data.
  3. Cookie choices can be changed from the banner at the bottom of the page.

Still need help?

Email youcandanceacademyuk@gmail.com and we will get back to you as soon as we can.

Signed-in members can also use Your data rights in the portal if the issue involves personal data.

Email youcandanceacademyuk@gmail.comMember portal