Sometimes a parent’s payment does not go as expected. Being aware of these occurrences and following up in a timely manner is vital to ensure that programs is paid for services rendered and to make sure parents are aware of what is happening on their student’s billing account.

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Failed Payments

If a payment made against a balance fails, brightwheel will immediately alert both the program administrator and the parent via email or SMS. If the parent’s financial institution has shared a failure reason, that reason will be included in the email. If there is not a stated reason, the parent should reach out to their financial institution for further information.

A notification of the failed payment will also be provided to administrators via the At a Glance tab in the Billing section of brightwheel. Failed payments will also be visible within the student's billing account, under the All Transactions tab.

If a payment fails, we recommend getting in touch with the payer directly to discuss resubmitting that payment. Once they're ready, the parent can submit a new payment against the balance due.

Please Note: If the failed payment was made via Autopay, it will not be automatically attempted again until the next statement becomes due. The payer must log a payment manually through their brightwheel account.


Negative Deposits

It's very rare, but occasionally a parent's payment fails after brightwheel has already made that deposit into the program’s account. When this happens, brightwheel will need to deduct that payment back from the program's deposit account to reconcile those funds.

If funds are being deposited for other payments when this payment fails, then the negative amount will be grouped in with that deposit, lessening the amount that is delivered to the deposit. Details about this deduction can be found in the Deposit Details Report.

If there are no funds being transferred to the deposit account at the time the payment fails, a withdrawal will be made for the amount of the payment originally deposited.


Disputed Charges

Payment disputes (also known as Chargebacks) can be filed by a payer with their credit card company or financial institution anytime, anywhere, and for any type of transaction. Once filed, the payer's credit card company or financial institution will begin an investigation to ultimately determine if the payer wins (receives their money back) or loses (does not receive their money back) the dispute.

To learn more about disputed charges and how they may affect your program, please see our Disputed Charges resource.


Who should parents contact with billing questions?

Payers who would like to discuss charges, payments, credits, refunds, or payment plans should reach out to their provider directly. Each program is responsible for managing charges and refunds, and providers will be the most knowledgeable about charges added to a student's account. For more info, see Who should parents contact with billing questions?

Parents who have questions about managing payment methods, submitting payments via brightwheel, or navigating their student's billing account are encouraged to contact brightwheel's Support team at help@mybrightwheel.com - we'd love to assist!

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