ParentPay problems?

Debbie_A_3

I was in the middle of making a payment to Parent Pay on another tab when I came across this thread. It took absolutely ages but it did eventually go through and they have sent me an email confirmation.

Debbie

elisebutt65

I just tried again and got invalid login message! Aaargh!

ALI1973

I work in a school, and deal with the ParentPay system. The problem is that they have had a server upgrade and the problems stem from there.

All schools have been advised that they are working on the problems as quickly as possible, and to avoid refreshing the screens (ie. wait longer than normally required) and sometimes this is successful (other times you will get an error code). I can't comment on whether payments are getting through, but, I (but would guess if your account has been debited then it has?).

Our school have ensured that all children have been fed, and any with account problems have been recorded and will be dealt with when the system comes back online fully. I am sure that no school would allow a child to go without.

Hope this helps put your mind at rest a little, and like you I hope the system gets functioning very soon.

Ali

franticmum

Unfortunately not Ali, i had £40 debited from my account on 31/8 and £40 on 1/9 and the payments have not been credited to my daughter's accounts, they stand at 10p and 20p, exactly as they were at the end of last term.

iwantoneplease

These are the messages schools have received regarding the problems:

Dear ******,

Firstly we would like to express our sincere apologies to school staff and parents experiencing problems with ParentPay. We are working extremely hard to get the issues resolved - but at this stage we cannot give you a firm time when all outstanding issues will be fully resolved.

We can update you on the resolution of some issues and can also offer the following advice:

• Logging on - Some schools and parents will still be experiencing intermittent access or problems logging on. Please wait for the homepage to load or you see an error message before trying again. This has improved already but more improvements are needed. No fixed resolution time yet.

• Page errors - Please wait for the page to load or you see an error message before clicking again - some pages do load but are taking longer than they should. No fixed resolution time yet.

• FSM data - Some schools FSM data has not been updated on ParentPay. We have identified the issue and are fixing the problem now. You DO NOT need to do a new pupil upload, we are fixing the data and this should be complete by tomorrow morning.

• Cashless tills – We are aware of problems linking to cashless tills for some schools. Please contact us for an update before contacting your cashless partner. This situation is already improving and In many cases, the FSM data fix highlighted above will resolve this automatically.

We will continue to send regular updates until all outstanding issues are resolved.

Thank you for your continued patience at this difficult time.


ParentPay

This is the last message I got this afternoon:

Dear ,

As promised earlier here is further update on ParentPay's current service status,

We can update you on the resolution of some issues and can also offer the following advice. Recent updates since our email to you earlier are in red below:

• [SIZE=+0]Logging on -[/SIZE] Some schools and parents will still be experiencing intermittent access or problems logging on. [SIZE=+0]Please wait[/SIZE] for the homepage to load or you see an error message before trying again. This has improved already but more improvements are needed. Improving. No fixed final resolution time yet

• [SIZE=+0]Page errors -[/SIZE] Please wait for the page to load or you see an error message before clicking again - some pages do load but are taking longer than they should. Improving. No fixed final resolution time yet

• [SIZE=+0]FSM data - [/SIZE] Some schools FSM data has not been updated on ParentPay. [SIZE=+0]We have identified the issue[/SIZE] and are fixing the problem now. [SIZE=+0]You DO NOT need to do a new pupil upload[/SIZE], we are fixing the data and this should be complete by tomorrow morning. Fix is now applied and is being tested before release

• [SIZE=+0]Cashless tills –[/SIZE] Problem has been identified. Please contact us for an update [SIZE=+0]before[/SIZE] contacting your cashless partner. This situation is already improving and In many cases, the FSM data fix highlighted above will resolve this automatically. Fix is now applied and is being tested before release

[SIZE=+0]

• MIS:Synch - Problem has been identified and are working on a resolution, we suggest schools do not try and use this feature at present - we will send a further update when we have resolved this issue

[/SIZE]
We will continue to send regular updates until all outstanding issues are resolved.

Thank you for your continued patience.


ParentPay


Hope this helps put your mind at rest they are having some massive problems this week,

simonrockman

The phone number for Parentpay is: 08445678988

You'll need to be prepared to counter the "Data Protection Act, we can't talk to you" bluster, but so long as you are not asking about individual accounts and people they can't use that as an excuse.

Once that's done they do seem to be helpful and knowledgeable, but I have a real problem with their putting the onus of support for their system on the school.

That said the person there did call me back promptly with an answer to my question and answered it fully.