Payment sent but not showing
If money has left your account, do not pay again. The invoice updates on its own once your bank confirms the payment, usually within a few minutes. Paying a second time creates a second charge, and getting that back takes far longer than waiting.
This page is for a balance that is still showing after you paid.
First, read what the app is telling you
Section titled “First, read what the app is telling you”When you come back from your bank’s payment page, one of three things appears on the fees screen.
| What you see | What it means | What to do |
|---|---|---|
| Payment received | Confirmed. Your balance is already updated. | Nothing. |
| Confirming your payment | The app is checking. | Wait a few seconds. |
| Still confirming your payment | Not confirmed yet. | Wait. Do not pay again. |
Still confirming is not a failure. It means your bank has not finished telling us yet. That is normal, and it usually clears within minutes.
While any of this is on screen the Pay button stays switched off, on purpose. That is the app protecting you from paying twice.
If money left your account
Section titled “If money left your account”- Wait a few minutes, then pull down on the fees screen to refresh it.
- If it has still not appeared by the end of the day, contact the school.
The fees screen is the one that tells you the truth. You may also get a Payment receipt in your Inbox, but only if you have payment notifications switched on and you did not pay during your quiet hours — so an empty Inbox does not mean the payment failed. Check the balance, not the Inbox.
Send the school these four things. With them a bursar can find your payment in minutes; without them it can take days.
- Your child’s full name and class
- The amount, exactly as it left your account
- The date and time you paid
- The reference on your bank’s alert or receipt
If you paid at the school, or straight into its bank account
Section titled “If you paid at the school, or straight into its bank account”Cash, POS, cheque, and transfers made straight into the school’s own bank account do not appear by themselves. Somebody at the school types them in, and the balance changes when they do.
Nothing is broken. EduPrefect never saw that money, so it has nothing to update.
If it has not appeared within a day or two of the school confirming they got it, ask the bursar to record the payment against the invoice.
If you cancelled, and no money left your account
Section titled “If you cancelled, and no money left your account”If you closed the payment page, or your bank declined the transaction, tap I cancelled — let me pay again. The app checks the invoice again before it does anything. If money is still owed, the Pay button comes back on for that invoice. If the payment turned out to have landed after all, you will see Payment received instead and Pay stays off — which is the app refusing to let you pay twice.
⚠️ Use this only if no money left your account. If you are not sure, do not tap it. Wait, and follow If money left your account above.
Why the amount you pay is more than the amount due
Section titled “Why the amount you pay is more than the amount due”Before the payment page opens, the app shows you a breakdown: the amount due, the EduPrefect platform fee, the card or bank processing charge, the total you pay, and what the school receives.
Some schools cover both fees themselves. If yours does, that same breakdown says so, and you pay exactly the amount due.
Nothing is charged until you tap Continue to payment. Tapping Cancel, or dismissing the box, starts nothing at all.
Still stuck
Section titled “Still stuck”If your payment is genuinely missing — money gone, no receipt, and the school cannot find it — the school raises it with EduPrefect. They have the tools to trace a transaction; you do not need to contact us yourself.
If you cannot get into the app at all to check any of this, see when you cannot sign in.