Frequently Asked Questions
Q. Why can’t I add a child to my ParentPay account?
A. This is normally because we have not received consent for the child that is being added. Consent forms can be requested from the school.
Q. I have consented but not yet received my log on details?
A. Data is updated into ParentPay every Monday – Activation letters will be sent out within five working days of the data being uploaded.
Q. Why can I see music tuition on my ParentPay account?
A. All products, services and trips available to a student will show on the ParentPay account. Some of these items are optional and therefore only purchase if applicable to your child. Music Tuition is available to every student so will show on every ParentPay account.
Q. I have a ParentPay account set up for my child but I cannot see an item to pay for a specific trip they are going on or lunches etc?
A. Either the item has not been set up on ParentPay yet or the student has not been assigned to that item. In these circumstances, please contact the school advising the child's name, year group and trip or item you wish to pay.
Q. When can I log in to my account?
A. Once you have received your activation letter from school with your activation login details you’ll be able to activate your account and start making payments.
Q. Which cards can I use?
A. ParentPay accepts MasterCard and Visa credit cards, and Maestro, Switch, Delta, Electron, Solo and Visa debit cards. Some schools may limit the use of credit cards for some transactions; you will be informed by the school directly of any such restrictions.
Q. Is it safe to make payments on the internet?
A. Yes. ParentPay uses leading technology to process your card transactions securely. All communication with the bank is encrypted and neither ParentPay nor the school have access to your card details.
Q. How can I check that it’s secure?
A. Standard website addresses begin with http; the address for a secure site will always begin with https. You will also see a padlock at the bottom/top right of the screen on our login page and after you have logged into your account; never enter your card details or personal data on any web page whose address does not start https.
Q. What about our personal information?
A. ParentPay holds a very limited amount of information about you and your child solely for the purpose of administering your account; however ParentPay does not use your personal information other than for supporting the school. We do not share or give information to any other organisations. We operate under strict guidelines set out by the Data Protection Act 1998. ParentPay will NEVER contact you by phone, email or mail and ask you to divulge confidential information like passwords or card numbers. If you are ever contacted by someone claiming to be from ParentPay, please contact us immediately on 0845 257 5540.
Q. I don’t have a home PC so how can I use ParentPay?
A. Why not visit your local library, internet café or see if you can get access to a computer at work alternatively ask if you can use your school’s computers. Many schools have computers available for parents and will be happy to show you how to use them.
For more information please visit ParentPay