School payment systems update

Posted on: Friday 10 September 2021

There are a number of on-going problems with the new Cashless Catering System and the Civica Pay Education Payment Portal which are affecting some schools, and in turn parents and carers accounts.

The project team are aware that these issues are causing an inconvenience, but they would like to reassure parents and carers that the team are doing all they can with Civica to resolve the situation as quickly as possible... 

The issues in summary which may be affecting you are:

  • Free School Meal (FSM) eligibility has dropped off the cashless system at some schools; this is due to an internal date setting within the system. The Cashless Catering project team are working with schools and Civica to re-set the date and all accounts will be corrected. Please do not worry, your FSM eligibility has not been affected and you do not need to contact the Council or School as our team know who is eligible and will correct the situation. We are aiming to do this next week, but it may take longer for some schools.
  • Technical problems are making it difficult for the central catering team to investigate balance enquires. Civica have identified the problem and we hope to have full system functionality soon. In the meantime, 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.
  • Some schools are experiencing problems sending out registration requests for new starters. The project team are working with these schools and Civica to understand why this is happening. If you are a parent/carer who has not yet received a registration request, please be assured that you will receive one either by email or letter. In some instances, schools are still waiting for parent/carers to return contact information for pupils, this will delay registrations as the schools do not have all relevant information. If you have received a form requesting contact preferences at your child’s new school, please can you complete and return to the school as soon as possible.
  • Auto Top-Up payments stopped working on 31st August. This we believe is an issue with the Mastercard Gateway used by Civica to process payments. Parent/carers who have subscribed for auto-top ups need to be aware that the service has not automatically topped up since 31st August and you may wish to log into the Civica Pay portal to check your child’s balance. Some parents may also be experiencing failed payment receipts or difficulty in setting up an auto top-up. Please be assured that the team and Civica are dealing with this issue as a top priority and are working to resolve the situation.

The project team will keep everyone updated as soon as they can, and would like to thank everyone for their patience.

Last Modified: 10/09/2021 Back to top