Use this guide to understand payment statuses, confirm deposits, and resolve common billing issues in brightwheel.
Understand payment statuses
Each payment in brightwheel has a status to show the progress.
Status |
|
Paid | A payment made to a program outside of brightwheel (such as cash) was manually recorded |
Paid (deposited) | The parent's original payment has successfully completed processing and the funds have been deposited into your account |
Paid (not deposited) | The parent submitted a payment, but the money has not been deposited yet due to processing times |
Pending | The payment has been fronted by brightwheel and deposited but has not fully processed through the payers bank account. |
Unpaid | Invoice has not been paid |
Failed | The payment did not go through. You can click the â icon to view the reason for the failure. |
How to track payments
Overview of all payments
You can go to the Billing > At a Glance page where you'll see multiple tabs to view recent payments, unpaid balances, and upcoming invoices. This is helpful if you need a bird's eye view of your payments.
Learn more about the At a Glance page here: Gain a holistic view of your program's billing activity.
For individual students
You can also view a single student's billing history directly from their billing profile.
Log in on the web
Go to Billing in the sidebar menu > Students
Select a specific student, then click tabs All Transactions > Credits & Payments
Filter by the post date, payer type (agency or family), or transaction type
Confirm payment was successful
To confirm a payment was successful:
Open the studentâs Billing profile
Confirm the transaction status is Paid (deposited)
You will also receive an email notification when a payment is completed.
Troubleshoot common payment issues
Payment failed
If a payment fails, the payer is notified with the reason and can take steps to fix it. Providers can also view the reason:
Go to a student's billing profile
Select All Transactions > Credits & Payments
Click the â icon next to the failed payment
Review the reason (e.g., insufficient funds)
If the payment doesnât process, the invoice will return to a status of Past Due.
Invoice shows unpaid but family says they paid
The payment may have been applied to the wrong invoice or not applied at all. You can unapply the payment and reapply it to the correct invoice.
This can happen when a payer manually submits a payment without selecting a specific invoice. It does not occur with autopay.