This guide helps you troubleshoot common invoice questions in brightwheel. Some issues require contacting your program directly, while others can be resolved in the app.
When to contact your program
Your program manages all billing in brightwheel. Contact your program director or administrator if you have questions about:
Contact your program for | Why |
Invoice amounts | Your program sets all rates and charges |
What an invoice is for | Your program can explain specific charges |
For invoice adjustments or changes | Only your program can modify invoices |
Missing or expected invoices | Your program controls when invoices are posted |
Note: Brightwheel cannot make changes to your account or invoices. Your program has full control over billing. Learn more about: Who should families contact with billing questions?
Find and view your invoices
If you cannot see an invoice in your brightwheel account, it may not have been posted yet. After checking, if you still do not see an expected invoice, we recommend requesting your program post it to your account.
Here's how to check in your account for posted invoices:
Log in to brightwheel
Select Payments (mobile app users click the ≡ menu first)
Choose your student
Scroll down to select the Invoice tab
Understanding prorated adjustments
Prorated adjustments may appear on invoices when your program changes charges based on your child's attendance or enrollment dates. Each program may display these adjustments differently.
If you have questions about an adjustment or expected an adjustment that is not showing, please contact your program directly. Your program manages all adjustments.
FAQS
Why can't I see my invoice?
Why can't I see my invoice?
Invoices must be posted by your program before they appear in your account. If you do not see an expected invoice, please contact your program to request that they post it.
If your program confirms the invoice has been posted, you will want to verify you are logged into the correct account. Your program can check your child's contact list to confirm which email or phone number is connected to your child's profile. Make sure you are logged in using that exact information.
Can brightwheel help me change an invoice amount?
Can brightwheel help me change an invoice amount?
No, brightwheel cannot make changes to invoices. Only your program can adjust invoice amounts. Please contact your program director or administrator for help with invoice changes.
How do I understand what I'm being charged for?
How do I understand what I'm being charged for?
Your program sets all rates and charges. If you have questions about what an invoice is for, please contact your program directly for an explanation.
My program needs help with billing. Where should they go?
My program needs help with billing. Where should they go?
Your program can contact brightwheel Support through the conversation bubble in their account.