School system and payment update week ending 8 October

Posted on: Friday 8 October 2021

The project team continue to work with Civica to resolve the on-going problems with the new Cashless Catering System, and the Civica Pay Education parent portal.

Progress is being made and this update outlines both resolutions and issues still ongoing.

The issues we’ve reported previously which may still be affecting some parents/carers:

  • Free School Meal (FSM) accounts

The underlying problem has been resolved and adjustments have been made to ensure accounts are treated correctly for free school meals allowances at all affected schools. If there are any remaining queries regarding FSM accounts please email

  • Technical problems continue to hinder the central viewing of transactions and balances on the cashless catering system

If you have emailed to enquire about a balance on your child’s account, please be assured that all enquiries with be dealt with and all parents/carers will receive a full response as soon as we are able. Contact email for school meal balance issues is

  • Registration requests for new starters:

Most parents have received registration requests and have registered on the new Civica Pay Education parent portal. We are dealing with all parents who have contacted us with problems registering and encourage parents/carers to get in touch if you are still encountering difficulties. If you have yet to register and would like to do so please contact the school your child attends.

  • Auto Top-Ups

The technical fault encountered by Mastercard Payment Gateway Services when processing auto top-ups has been resolved, however the project team are not convinced that the auto top-up service is functioning as it should. The team have worked with Civica who have identified an issue within their processing system.

For the next week our advice continues to be to log into the Civica Pay parent portal to:

  • Check your child’s school meal balance
  • Switch off the auto top-up
  • Use Add Funds to make a payment
  • Do not set up New Auto Top Ups

Please be assured that the team and Civica Pay are still dealing with this issue as a top priority and hope to fully resolve the issue within the next week or so.

  • Failed/declined payments

Mastercard Payment Gateway Services have resolved the processing problems encountered by Civica Pay customers nationally and regrettably a lot of our parents. However, work continues with Civica Pay to resolve every instance where funds have been taken but are not showing against accounts in Civica Pay. If parents are concerned about payments being taken when in fact they were advised of a decline, please email

  • Accounts showing on Civica Pay Education parent portal dashboards

Parents whose children have moved up from primary school to secondary but were still seeing the primary account on the dashboard which caused payments to be been made on primary accounts instead of secondary. A fix for this was applied last week. If you continue to see both primary and secondary accounts or experience any further issues please email

  • Failed parent portal log in attempts

Many parents have notified us of issues when attempting to log in to the parent portal. If you experience this issue to help with our investigations please email a screen shot of the error to

The project team will continue to keep parent/carers updated until all problems are resolved and would like to thank everyone for their patience and co-operation.

Last Modified: 08/10/2021 Back to top