It can be confusing to determine when to contact your provider or brightwheel for billing issues and questions. This resource offers guidance on who to contact for your specific topic.
ℹ️ Additional question or topics may be addressed here: Billing FAQs for payers.
When to contact the provider
Programs are responsible for the creation and management of all charges and refunds. Since providers set their own tuition rates and fees, they will be best suited to answer questions related to charges on your bill, refunds, or overdraft fees.
Families can contact the program via Messages in the brightwheel app.
Common questions you may ask your program
Why is my tuition different this month?
What’s this fee for?
My child wasn’t attending during this time — can you adjust the bill?
I clicked 'Pay Now' twice — can I get a refund?
I didn’t expect the card service fee — can I cancel and pay by check?
How do I turn off mandatory autopay?
Can I get a payment refunded?
Can I cancel or reverse a payment/charge?
How do I update the payer on an invoice?
How do I change the primary payer on my child’s account?
💡 Tip: If guardians are directed by providers to contact brightwheel Support but are redirected back to the program, it's likely that only the administrator can address the issue. In this case, you can ask the program to contact brightwheel Support directly.
When to contact brightwheel
The brightwheel Support team is here to support you with your billing-related questions and needs! Parents can reach Support directly by emailing help@mybrightwheel.com.
Common questions you may ask brightwheel
How can I verify my bank account? I don't see the micro-deposits yet.
How do I find a summary of payments for my taxes?
I can't turn off autopay. Can you remove my payment method?
While mandatory autopay is a setting that is controlled by your program, if you wish to remove a payment method while on autopay, brightwheel’s Support team can help with this!
FAQs
Who should I contact with questions about payment disagreements or disputes?
Who should I contact with questions about payment disagreements or disputes?
We recommend contacting your provider directly. You can also visit Avoiding resolving payment disagreements as a payer for additional tips and best practices.
We’d also recommend referencing the Tuition Program Payment Terms included in our Terms of Service for more information regarding our tuition and fee collection policies.
Who should I contact to cancel a pending payment?
Who should I contact to cancel a pending payment?
It's important to note that for a payment that is currently in a pending or processing status, neither brightwheel nor the program has any ability to cancel/stop/reverse the pending charge. The charge must be marked as paid in order for your program to take action on it.
Can brightwheel refund my payment?
Can brightwheel refund my payment?
The program is responsible for administering all refunds to parents. If charges overdraw your account, we recommend that you work with the program to form a resolution, as brightwheel is not responsible for any overdraft fees.