If you’ve just completed your first Autopay run, this guide will help you confirm what happened and understand the most common questions that come up afterward. A quick review now can help you feel confident everything processed as expected.
How to Confirm Autopay Ran
After your scheduled Autopay date, you can confirm what happened by checking the student’s Credits tab.
If Autopay ran, you will see a credit listed with the description “Autopay Payment.” That entry will appear whether the payment was successful or failed.
If the payment failed, the status will show as failed and the balance will still be outstanding. This means the system attempted the charge, but it did not go through.
If you do not see an “Autopay Payment” listed at all, then Autopay did not run for that account.
It is also helpful to pay attention to the credit description. “Autopay Payment” means the system generated the charge automatically during the scheduled run.
If the description says “Balance Payment,” that means the payment was made manually by an admin or a guardian.
Common Questions About Autopay
Why Was a Family Not Charged?
If a family was not charged during your Autopay run, it is usually for one of these reasons:
The charge was added after Autopay ran:
Autopay begins processing at 9 a.m. local time. If a debit was added after that time on your scheduled Autopay day, it will not be included until the next run.
The debit due date is after your Autopay date:
If the due date is set after the day Autopay runs, Autopay will not pick up that charge for that cycle.
The student is inactive or did not have a balance due:
Autopay does not run for inactive students. It also will not attempt payment if the account balance is zero at the time of the run, including cases where a credit covers the balance.
The student’s billing cycle does not match the billing debit:
Autopay runs based on the student’s assigned billing cycle. If a student is set to a monthly billing cycle but was given a weekly debit, those charges will not align with the Autopay schedule.
If none of these apply to your student and Autopay still did not run, reach out to our Support team and we’ll take a closer look with you.
Why Was the Amount Different Than Expected?
If Autopay ran but the amount was lower than you expected, it may be due to the amount setting selected by the guardian.
Even when Autopay is required, guardians can choose how much Autopay is allowed to charge. Some families set Autopay to charge the full balance, while others may set a specific dollar amount.
For example, if you expected Autopay to run for $150 but it only processed $120, the guardian may have set Autopay to charge a maximum of $120.
You can verify this in the Statements tab. Click the three-dot menu on the student’s row and select Autopay Settings. The click Show autopay update pay history.
Under the Amount section, you will see one of the following:
If it says “Full balance,” Autopay is set to charge the entire amount due.
If it shows a specific dollar amount, that is the maximum amount Autopay will charge during each run.
What Happens If Autopay Fails? Can It Be Stopped or Edited?
If Autopay processes and fails, the system will still record the attempt in the Credits tab as an “Autopay Payment” with a failed status.
If the failure was due to the family’s payment method, you can either manually charge the account or ask the family to update their payment method and submit a payment.
If the failure was caused by a setup issue, such as billing or due date misalignment, correct the setup first. Once everything is aligned properly, you can manually charge the account to collect the balance. Autopay will then run as expected during the next scheduled cycle.
If you need to stop the next Autopay for a specific student or family, you can enable Autopay Exemption within the student’s profile. This prevents Autopay from running for that student and any students in their family. This is especially helpful if your location requires Autopay for most families but needs an exception for one.
Autopay dates cannot be customized for individual students. The Autopay schedule follows the billing cycle assigned to the student. If you need different Autopay timing, that would require assigning the student to a different billing cycle.