Billing and payment issues

Declined payment

Bank card declined (Stripe)

  1. Check that the card details (number, expiry date, CVV) are correct.
  2. Check that your card supports online payments and 3D Secure payments.
  3. Your bank may have blocked the payment. Call your bank or authorise the payment via your banking app.
  4. Try a different card or payment method.

Mobile money payment declined (Flutterwave)

  1. Check the balance on your mobile money account.
  2. Check that you have entered the correct phone number.
  3. Confirm the payment in the SMS received from your operator.
  4. Wait a few minutes if the network is unstable, then try again.

Incorrect invoice

An issued invoice cannot be edited — it is a final document. Depending on the situation:

  1. Contact the school administration directly.
  2. If the invoice has not been issued yet, the administrator can still correct the enrolment record and then regenerate the invoice from that enrolment record.
  3. If the invoice has already been issued and is incorrect, the administrator cancels it (Billing -> [Invoice] -> Cancel) and regenerates a correct invoice from the enrolment record.
  4. If a payment has already been received against an incorrect invoice, it can be recorded manually on the correct invoice (Billing -> [Invoice] -> Record a payment).

There is no separate credit note feature: corrections always go through cancelling the incorrect invoice and regenerating a new one from the enrolment record.

Payment made but not recorded

Stripe and Flutterwave payments are normally recorded automatically. If a payment does not appear:

  1. Wait 5 minutes (the webhook may be delayed).
  2. Check in your banking app that the payment has been debited.
  3. If the debit is confirmed but the payment is absent in Schoolysoft, contact the administration with the transaction reference — they can record the payment manually on the invoice.

Accessing payment history

  • Administrator: on each invoice, the payments section lists the recorded payments (date, amount, method). The invoice PDF can also be downloaded from that screen.
  • Parent: My invoices -> open an invoice to see the payments recorded against it and download the PDF. There is no global “Payment history” page for parents — payments are viewed invoice by invoice.