If your provider is using Playground Billing, it can be confusing to know who you need to reach out to for answers. This guide should help answer those questions!
When to contact your provider
Your child care provider is the best place to start for questions about charges, discounts, and refunds on your account. Each program sets its own tuition rates and fees, so they have the context needed to review your bill and make changes when appropriate.
If something on your statement doesn’t look right, your provider can walk through the charge with you, explain how it was applied, and let you know whether an adjustment, credit, or refund is available. They also handle things like mandatory autopay settings and payment expectations for their program.
Some common reasons to contact your provider include:
Asking what a specific fee or charge is for
Understanding why your tuition amount changed from a previous month
Requesting a review if your child was absent during a billing period
Asking about a missing or incorrect discount
Requesting a refund or credit, including refunds related to processing fees
Asking to cancel or adjust a charge that has already been applied
Getting help disabling or updating mandatory autopay settings
If you’re requesting a refund or adjustment, reach out to your provider and ask them to review the charge and let you know what options are available based on their billing policies.
One important thing to know: once a payment is in a processing status, it can’t be canceled or reversed. The payment must fully process and be marked as paid before your provider can take action.
🚨 Only your provider can issue any refunds.
When to Contact Playground
The friendly Playground Support team is here to support you with your billing-related questions.
Some common questions you may ask Playground support:
How can I verify my bank account? I haven’t seen the micro-deposits added yet.
Where can I find a summary of payments for taxes?
How can I add another guardian as a payer?