Auto top-up FAQ

05 September 2023 13:42

Do you believe your Auto-Top Up (ATU) is not working as expected?

This article will teach you...

How ATU works and some common questions

If you have set up Auto-Top Up (ATU) and you believe it hasn't worked, please read below.

Can I pause or disable Auto top-up?

You can pause or cancel your Auto top-up schedule at any time as long as there isn't a payment pending.

Can other payers be configured for Auto top-up for the same pupil?

Only one Auto top-up facility can be configured per pupil. Once the first has been configured other related accounts will have the feature disabled against associated payment items.

I don't think my Auto-Top Up is working.

Auto-Top Up will only trigger after the balance falls below the threshold set by you and between the hours of 18:00 and 19:00.

FOR EXAMPLE

Jemma has a balance of £6. The threshold for ATU is set by her parents to trigger at £5. Gemma spends £3.53 on a school dinner making her balance £2.47. This is below the threshold. her brother George asks her to buy him a school dinner using her account, she tries to but this is declined as there are insufficient funds to cover the cost of George's meal. Gemma's account is topped up later that evening between the hours of 18:00 and 19:00

If the ATU is set to top up £5 when the balance reaches £2.50, but the pupil's balance falls into a negative amount (e.g. below £0) before the ATU is processed overnight, the ATU will not process. This situation often occurs in the following scenarios:

A school uses a till, and the pupil spends more than usual.
There is a duplicate charge.
The till sends charges for past dates, retroactively reducing the balance.

When the balance is negative, the ATU cannot process until the balance is manually corrected.

What should I set my threshold to?

This is a very common question and it is difficult to give an exact figure. A great idea could be to set a threshold for a week's worth of dinners. This way you always have sufficient funds to cover a week of dinners for your child. Ultimately you can set this to whatever you feel appropriate.

Not found what you need?

For faster support, it is always best to contact your school first. They’ll be able to help with most issues. If you need to report an issue to us, we require that you log in to your account first. This allows us to securely identify you and your school right away. If you can’t log in, you can still log an issue with us though it will take longer to process.

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