Frequently Asked Questions
Most common FAQs
Most popular FAQ:
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Full Q&As listed below
I have forgotten my username and/or password. What do I do?
If you know your username and have registered an email address with ParentPay:
You will then be emailed a link to reset your password (if this link is not clicked within 7 days it will expire and you will need to use the forgotten password link again).
Can't remember your username or haven't registered an email address with ParentPay?
If you no longer have access to this email address or do not know your username or you have not previously registered and verified an email address in ParentPay, you will not receive the password reset email.
Please submit an online support request and we will work with your school to determine your details and reset your account if required.
How do I activate my account?
To activate your account, have the account activation letter from your school to hand. If you have lost this or not yet received it, contact the school.
To set up your account, you will need to provide a current email address. This will be your username and will also be used for verification purposes.
- Navigate to www.parentpay.com
- Select Login at the top right corner of the screen
- Enter the username and password provided in your account activation letter and select Activate
- Complete the activation as detailed on the screen.
You can now log in to your account.
I have received an activation letter, however my email address has already been used on ParentPay. What should I do?
If the email has already been used it is likely that this is an historical account. Assuming you still have access to the email address you wish to use, you can either log in if you remember your old password or use the Forgotten password link on the login page in order to reset it.
- Navigate to www.parentpay.com
- Select Login at the top right hand corner of the screen
- Log in to your existing account using your email address (if you cannot remember the password, select the forgotten password link and follow the instructions)
If you wish to add a child to this account using the information from an activation letter you can now do so:
- From the top right hand corner select Add a Child (this will re-activate an account if it has been archived)
- Enter the username and password issued by the new school in the activation letter provided. This will add your child to this account.
Why have I not received my verification email?
Some email providers may move ParentPay password verification emails to a spam or junk folder. If you have requested password verification and the email has not arrived please check those folders.
Gmail account holders, please also check the ‘All’ and ‘Promotions’ inboxes.
If you still have not received the verification email please contact firstname.lastname@example.org.
How do I pay for items from My Account?
- Log into your ParentPay account
- Select the tab of the child you wish to make the payment for (you can select the tab itself or the Pay for items button)
- Find the item you wish to pay for, select View details and pay and then select Pay Now
- Check the details and commit by selecting Confirm Payment.
If you have not yet topped up your account, you will receive an Insufficient funds notification. Select the Top up My Account button and either choose from one of the listed amounts or enter the amount you wish to add. Once you complete the top up, you can continue with the payment and will receive a confirmation message on screen.
I’ve paid for the wrong item. Can I get a refund?
For most payments, you simply need to contact the school office and arrange a refund back to your My Account balance. The funds will then be immediately available to pay for any items for any child activated on your account. If the payment was to a third party through the school, such as a catering provider for meals, you may be directed to that provider to arrange the refund.
If you wish to withdraw money from your My Account, please use this FAQ
Where you have made a cash/check/voucher/PayPoint payment, your school will need to process the request manually as it will not have been originally processed on the ParentPay system as an online transaction.
If you have made a payment against the ParentPay SMS text service, please email email@example.com to request a refund.
Can I make a payment with child care vouchers?
It is not currently possible to make payments using child care vouchers within ParentPay. However, if your school accepts this form of payment, the school administration team can process the vouchers on your behalf.
My child has left the school. How can I obtain a refund?
You will need to contact the school to arrange a refund into your My Account balance, whereupon you can withdraw the balance. If you wish to withdraw money from your My Account, please use this FAQ
My child has left the school and I can no longer see their details. How can I pay what I owe?
Once a child leaves the school, your account is archived. You will need to contact the school who will advise you of alternative ways to pay.
Can I have a single account/login for all my children?
You are able to add up to six active children to a single ParentPay account, even if the children attend different schools (schools must use the ParentPay service).
Follow these steps:
- Log in to the account you want to use as your main account (this will become the only account you use in future).
- Select the Add a child tab on the home page.
- Enter the username and password (activation codes) provided in your activation letter.
- Select Search. Your child’s name will be listed on screen.
- Select Add to my account.
On your homepage you should now see an additional tab for the child you have added to the account.
Repeat this process for any other children you wish to add to your account – up to a maximum of 6 active children per account.
Please note: It is not currently possible to combine accounts that have already been activated. You will need to manage two separate accounts. Please ensure that when adding a new child using an activation letter you have received, that you add them to your existing account where one exists.
My child is moving schools. Can I still use my existing account?
You can retain your existing account when your child moves to another school that uses ParentPay. You will need the login details provided by the new school in order to transfer your account. If you do not have these please contact the school.
- Log in to your existing account
- Select Add a Child on the right hand side of the home page
- Enter the username and password provided by the new school
- Select Search
- Select Add a Child to confirm.
You will now see two tabs for the child, one for each school.
My child is moving schools. Can I transfer the balance to the new school?
No, funds cannot be transferred from one school account to another as they will have already been settled to the first school’s bank account. Please contact your existing school to determine if a refund can be made or to transfer the balance to a sibling account at the school if appropriate.
Can another payer, such as a partner or ex-partner, make payments for my child?
Additional payers can be set up with their own login in order to make payments. Please contact your child's school and they will be able to arrange the second payer setup.
How do I obtain a PayPoint card for meal payments?
If you would like to pay for your child’s school meals via PayPoint, please contact your school. They will order you a PayPoint card and while you wait for this card to arrive, provide you with a barcoded letter to enable you to make meal payments. If you have more than one child at the school you will need a PayPoint card for each child.