There are multiple reasons why autopay may not pull your balance. This article walks you through the most common causes and how to resolve them, many of which you can fix directly in your Family App.
Reasons Autopay Won't Run
Questions about autopay can usually be answered by your school. However, if you want to do some investigating yourself, here are the most common reasons why autopay won't run.
Autopay is Disabled | Autopay must be enabled in your Billing portal. If it's turned off, no automatic payments will process, even if you have a balance due and a saved payment method. |
No Payment Method on File | Autopay requires an active card or bank account (ACH) saved to your account. If no payment method is saved, autopay cannot process a payment. |
Payment Method is Expired or Invalid | If your saved card has expired or your bank account details have changed, autopay will fail. You'll need to update or replace your payment method. |
Payment Was Declined | Your bank or card issuer may have declined the charge. This can happen due to insufficient funds, a freeze on the account, or fraud protection. Contact your bank if you're unsure why the payment was declined. |
No Balance is Due | Autopay only runs when there is an outstanding balance due on your statement. If your balance is $0, autopay will not trigger. |
Max Autopay Amount is Set Too Low | If you've set a max autopay cap that is lower than your balance due, autopay will not pull the full balance. You'll need to increase your max amount or remove the cap to allow autopay to cover the full balance. |
Fix Common Autopay Issues
Here are the steps to resolve the most common autopay issues directly from your Family App.
Enable Autopay
If autopay is disabled, here's how to turn it on:
From the Home screen, tap the menu icon in the top left corner and tap Billing to reach the Billing Portal screen.
At the top of the Billing portal, tap the purple On time, every time banner.
Tap Enable autopay.
🚨 If your school has Mandatory Autopay enabled, you will not see the option to disable autopay on your end. Contact your school directly to make any changes.
Update Your Payment Method
If your payment method has expired, is missing, or is invalid, here's how to update it:
From the Home screen, tap the menu icon and tap Billing.
Tap Payment methods.
Select whether you'd like to add a Card or Bank account (ACH) and follow the prompts to enter your details.
If adding a card, toggle on Use this card for autopay while entering your card information.
If adding a bank account, complete the ACH setup first, then return to the Billing portal and tap the On time, every time banner to enable autopay on the new account.
💡 If you are paying for multiple students with the same payment method and autopay is on for each, these payments will be consolidated into a single combined payment — saving you on processing fees.
Adjust Your Max Autopay Amount
If your autopay cap is set lower than your balance due, autopay won't pull your full balance. Here's how to update it:
From the Billing portal, tap Autopay Enabled to open the Manage Autopay screen.
Tap Max Autopay Amount.
Select Statement balance to always cover the full balance, or enter a higher Other amount that covers your expected charges.
Go back to save your changes automatically.
FAQs
Why did autopay not run even though I have a payment method saved?
Why did autopay not run even though I have a payment method saved?
A saved payment method alone isn't enough, autopay must also be enabled on your account. Open the Billing portal and check for an Autopay Enabled indicator. If you don't see it, tap the purple On time, every time banner to turn it on. Also confirm your max autopay amount is set to cover your full balance.
My autopay ran but didn't cover my full balance — why?
My autopay ran but didn't cover my full balance — why?
You likely have a Max Autopay Amount cap set that is lower than your total balance due. Tap Autopay Enabled in your Billing portal, then tap Max Autopay Amount and select Statement balance to ensure the full amount is always covered.
What should I do if my autopay payment was declined?
What should I do if my autopay payment was declined?
A declined payment is typically due to insufficient funds, an account hold, or a fraud block placed by your bank. We recommend contacting your bank or card issuer to find out why the charge was declined. Once resolved, you can make a manual payment from the Billing portal.
Can I turn off autopay if my school requires it?
Can I turn off autopay if my school requires it?
If your school has Mandatory Autopay enabled, you won't see the option to disable autopay in your Family App. You'll need to contact your school directly to request any changes to this setting.
What happens if my autopay payment fails?
What happens if my autopay payment fails?
If autopay fails, your balance will remain outstanding. You'll want to make a manual payment from your Billing portal, and then resolve the underlying issue (expired card, insufficient funds, etc.) before your next billing cycle. If you're unsure why it failed, reach out to your school or bank for guidance.