Parents with Payment Issues

What to do when a Parent has a Payment Issue

When a parent has a payment problem the first point of contact to investigate is the person in your organisation who has access to your payment portal.  SchoolsBuddy supports a number of different payment providers and does not have access to all organisations' accounts so it is imperative that you check this yourselves first.  

Declined Transactions

You will be able to view the reasons for declined transactions in the payment portal.  Please see your payment provider's Support guidance for help with navigating the portal and understanding error messages.

Common errors

1. Incorrect Information Entered / Card has expired

  • Ask the payer to try making the payment again
  • Ask the payer if they are using any storage tokens in their browser or app that could be autofilling incorrect details (such as an old expiry date or card number)

2. Payment has been declined by the issuing bank

  • Ask the payer to check with their bank why the payment was declined

Parent is not able to pay for an event in SchoolsBuddy

Please contact SchoolsBuddy providing the below information:

  • Name & email address of payer
  • Amount of payment & group/event name payment was for
  • Payment method (PaySafe/ Checkout/Stripe/ PayFort/ AsiaPay/ Cybersource etc.)
  • Payer's Card type (Visa / Mastercard - please note Amex is not accepted)
  • What browser or app the payer is using (iPhone, Android, Chrome, Safari, Opera, Edge - please note Internet Explorer is not supported) and the version
  • Screenshots of any error messages

Payments processed in the payment portal but not shown in SchoolsBuddy

Please contact SchoolsBuddy providing the below information:

  • Name & email address of payer
  • Amount of payment & group/event name payment was for
  • Payment reference found in payment portal
  • Payer's Card type (Visa / Mastercard - please note Amex is not accepted)
  • Last 4 digits of payment card number (don't send the full number as this is against Data Protection rules)
  • What browser or app the payer is using (iPhone, Android, Chrome, Safari, Opera, Edge - please note Internet Explorer is not supported) and the version
  • A screenshot of the payment (hiding sensitive information)

Duplicate payments on SchoolsBuddy

Please contact SchoolsBuddy providing the below information:

  • Name & email address of payer
  • Amount of payment & group/event name payment was for
  • Payment reference found in payment portal
  • Payer's Card type (Visa / Mastercard - please note Amex is not accepted)
  • Last 4 digits of payment card number (don't send the full number as this is against Data Protection rules)
  • What browser or app the payer is using (iPhone, Android, Chrome, Safari, Opera, Edge - please note Internet Explorer is not supported) and the version
  • A screenshot of the payment (hiding sensitive information)