Parent FAQs – Payments

How do parents top up their dinner money account?

Click here for printable instructions

On a computer

To top up a child’s Dinner Money balance, parents will need to log-in to their ParentMail account and select ‘Payments’, then ‘Shop’. (Note: If the child’s balance is negative, or below the school’s pre-set minimum balance, parents will see the option to top-up under ‘To Pay’ as well as ‘Shop’).

To Pay To Shop

Under the Accounts section, they will see the current balances for any children that they are linked to. They will need to select one of these to enter the top up screen.

Dinner Top Ups

Once parents have selected the top-up recipient, they can type in an amount to top up. Please note, if your school has set a minimum top up amount, your parents will need to add this as a minimum.

Dinner Top Ups2

On the App 

Android 

To top up a child’s Dinner Money balance, within the App parents need to select ‘Payments’ then select ‘Shop’ from the top bar. (Note: If the child’s balance is negative, or below the school’s pre-set minimum balance, they will see the option to top-up under ‘To Pay’ as well as ‘Shop’).

ShopDinners

(Click on the screenshots to view them in full size) 

Under Balances, parents need to select ‘Dinners’ and a new screen will appear. From here, they will be able to see the current balance, their child’s name and then will be able to select the amount they would like to top-up. They can then select to Add to Basket and continue shopping or Proceed to Checkout.

iOS 

To top up a child’s Dinner Money balance, within the App parents need to select ‘Payments’ then select ‘Shop’ from the bottom menu bar (Note: If the child’s balance is negative, or below the school’s pre-set minimum balance, they will see the option to top-up under ‘To Pay’ as well as ‘Shop’).

Payments-3Dinners

(Click on the screenshots to view them in full size) 

Under Balances, select Dinners and a new screen will appear. From here, parents will be able to see the current balance, the child’s name and then select the amount you would like to Top-up. Parents can then select to Add to Basket and continue shopping or Proceed to Checkout.

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Why are my parents being asked to pay more for the item than the amount it is?

In the instance where the item is less than the minimum payment amount you have set, your parents will receive a message asking them to pay the minimum payment amount.

To change your minimum payments, simply go to Payments > Settings to view your minimum payment amount. By default, this is set to £5.00 but if you have an item which is less than this, we recommend you amend this at least while the product is available to buy.

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I have some parents showing in 'payments outstanding' while others for the same item who have not paid are not?

Payments outstanding’ will only show you a list of users who have registered an interest in an item, i.e. have made some form of payment. If they have not made any payment towards the item, they will not appear on the list.

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How do I refund a child’s dinner money? (Registers)

To refund a child’s dinner balance, go to Registers > Register Activity in the left hand menu.

Registers 4

In Register Activity, use the search toolbar to find the child you would like to refund, then click on the child’s balance on the far right.

Registers 5

You will see a refund option in the top right. Type in the amount you would like to refund then click the green Refund button.

Registers 6

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A parent has paid twice for an item, but I can only see one amount on ParentMail?

Please email our PlusPay team at Pluspay@parentmail.co.uk they will require the following information. Data of transaction, Amount, Name on Card and last 4 digits.

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How can parents see their child's recent lunch transactions?

Computer
From the main menu, parents simply select “Payment History” then select “Dinners”. Here they will be able to view their recent transactions.

Android
Within the App go to Payments > Shop > Top Up (on relevant child) > History

This gives you a list of all actions (top ups, refunds, meals taken) related to that balance. If the parent only sees ‘meal’ here, this means that the schools tills aren’t sending us the menu definition file.

iOS

Within the App go to Payments > History > Dinners > Select a statement by month

This gives you a list of all actions (top ups, refunds, meals taken) related to that balance. If the parent only sees ‘meal’ here, this means that their tills aren’t sending us the menu definition file.

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I have a parent who cannot view a payment item for their child?

Check what section the parent is looking at. To find a payment item they will need to click on ‘Payments’. The first screen a parent will see under payments is the ‘To Pay’ section, which will only include part paid items, anything that the school has marked as a ‘Compulsory item’ or items that are within 7 days of the ‘Due Date’. All other items are found in the ‘Shop’.

Check the student’s ‘User type’ to ensure they are selected as ‘Student’ and not ‘Parent’. To do this go to ‘Users’ the ‘List’ and search for the student. On the right-hand side, you will be able to see a User Type option which you can then open and check that it only says student. If it does say Parent, you can remove this by clicking on the bin icon.

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Why are some parents experiencing difficulties when making a card payment?

On 6th June, Pay360, our card payments gateway provider, updated their server security.

This means that certain browsers and devices are no longer able to process card payments due to their low level of security.

If parents are unable to process a card payment, it may be because they are using an older Android device or an unsupported browser, as follows:

  • A browser which does not support TLS 1.2
  • An Android device which does not support Android 5.00 or higher

If parents are using one of the above to make card payments with ParentMail, please recommend they use an alternative browser or device to make card payments.

Supported browsers include:

  • Google Chrome – version 30 or higher
  • Mozilla Firefox – version 27 or higher
  • Microsoft Internet Explorer 11
  • Microsoft Edge – any version
  • Apple Safari – version 5 or higher

If parents require any guidance on checking their browser version, please provide the below information.

How do I check my browser version?

Below are instructions on finding out which versions of your web browser you are running on a Windows operating system.

Which version of Firefox?

  • Open Firefox.
  • Click on the three horizontal lines on the right-hand side of the search bar.Windows Firefox Img 1
  • Click ‘Help’ in the menu.
  • In the drop-down menu, click ‘About Mozilla Firefox’ to open a window as shown below.Windows Firefox Img 2
  • The version type will be shown as circled above.

Which version of Google Chrome?

  • Open Google Chrome.
  • Click on the three vertical dots on the right-hand side of the search bar.Windows Chrome Img 1
  • Click ‘Help’ in the drop-down menu
  • Click ‘About Google Chrome’ to open a window as shown belowWindows Chrome Img 2
  • The version type will be shown as circled above.

Which version of Internet Explorer?

  • Click on the cog symbol on the right hand-side of the search bar.Internet Explorer Img 1
  • Click ‘About Internet Explorer’ in the drop-down menu to open the below window.Internet Explorer Img 2
  • The version type will be shown as circled above.

Which version of Microsoft Edge

  • Open Microsoft Edge.
  • Click on the three horizontal dots on the right hand-side of the search bar.Window Edge Img 1
  • Click ‘Settings’ in the drop-down menu.
  • Scroll down – your version is visible at the bottom of the menu, as shown below.Window Edge Img 2

Finding your browser version on an Apple operating system

Which version of Safari?

  • Open Safari.
  • Click ‘Safari’ in the top menu.
  • Click ‘About Safari’ in the drop-down menu.Apple Safari Img 1
  • The version will be shown as below.Apple Safari Img 2

Which version of Google Chrome?

Please refer to the instructions shown for a Windows operating system above.

Which version of Firefox?

  • Open Firefox
  • Click ‘Firefox’ in the top menu.Apple Firefox Img 1
  • Click ‘About Firefox’ in the drop-down menu.Apple Firefox Img 2
  • The version will be shown as above.

What Android version do I have?

Depending on the type of phone (Samsung, HTC, Windows etc) or Android device you are using, the way in which you identify which version of Android you have will be different.

However, you should be able to find which version you have by going into your device ‘Settings’ and finding an option within the menu which refers to ‘About phone’ or ‘Device information – or a variation of these!

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