Sometimes payments in brightwheel don’t automatically apply to invoices. This is usually due to a mismatch between the payer and the invoice.
Common reasons
No invoices selected: Payers made a general payment without selecting any invoices.
Wrong payer: The payment was made by a different payer than the one assigned to the invoice.
Timing: Payments and credits only auto-apply if they’re posted before the invoice posts. If the payment is made after the invoice posts and the payer doesn't select the specific invoice to pay, it won't be applied. You can manually apply it or wait until until the next invoice posts so it will be automatically applied.
Agency vs. family payer mismatch: Agency payments can only apply to invoices assigned to the specific invoice (not family invoices), and vice versa.
How to fix it
Apply the payment manually
If the payment was made and it never applied, you can manually apply the payment to the invoice. Follow steps here to Allocate a payment and credits to an invoice.
Update the payer (for future payments)
Make sure billing plans and one-off invoices are assigned to the person who will actually pay, so payments apply correctly. By default, invoices go to the primary payer. If the wrong person keeps getting assigned, it could be you need to update the primary payer to the correct one.
For agency payments
Make sure the invoice is assigned to the agency if you wish for an agency payment to automatically apply.