Home

Troubleshooting

1. Troubleshooting ParentPay Letters Help the mail merge is not bringing in the information Check the following steps in the message creation process Editing your template does the body text contain all correct mail merge field codes Choose how what to send have you selected Primary payer only one message child in the Send to section If you are sending an activation letter to a second payer have you encompassed information pertaining to the pupil with the lt consumerrepeater gt lt consumerrepeater gt mail merge field codes My pdf s are not rendering Check the following steps in the message creation process Editing your template does the body text contain all the correct mail merge field codes Check that any bolded text starts with lt b gt and ends with lt b gt etc If you have uploaded a signature file ensure it is in a supported format jpg tiff png etc and that it does not exceed 150x135 pixels in size Check the address data imported from your MIS ensure the data does not include amp or other symbols as these will stop your letters from rendering If your data does include amp please contact our support team and we will run a script to replace these in the data in ParentPay Please be aware that you also need to amend this data in your MIS system as each time you upload you will encounter the same issue if you do not Some of my letters are not there it seems to be random pupils
2. Check the address data imported from your MIS ensure the data does not include amp or other symbols as these will stop your letters from rendering If some of your data includes amp and it is affecting random pupils you can rectify this by changing the address details via the Pupil details screen If the issue is across all your data please contact our support team and we will run a script to replace these in the data in ParentPay Please be aware that you also need to amend this data in your MIS system as each time you upload you will encounter the same issue if you do not Help my letters have no barcodes Check your Payment item setup first check that the child children you need a letter for are assigned to the service you need the barcode for and that the PayPoint barcode enabled tick box is ticked in the service the barcode is for Next check the following steps in the message creation process Troubleshooting ParentPay Editing your template the body text copied from a barcode template or your created text contains the field code lt paypointbarcode gt at the end of the message Choose how what to send have you selected Primary payer only one message child in the Send to section If you are sending an activation letter to a second payer have you encompassed information pertaining to the pupil with the lt consumerrepeater gt lt consumerrepeater gt mail merge field codes Recipient groups have you
3. selected Payment item All assigned in order to tell ParentPay which service the barcode is for My pdf s will not open This is always a local issue Some schools do not have permission to download particular items from the internet if you are given the option to save them please do so and then open and print them locally from your pc If you get an error message it is likely that a recent windows update has affected your settings in Internet explorer please visit our support site for guidance on how to resolve this issue If the above are not the case please contact your IT support as ParentPay will be unable to assist you further Emails Help the mail merge is not bringing in the information Check the following steps in the message creation process Editing your template does the body text contain all correct mail merge field codes Choose how what to send have you selected Primary payer only one message child in the Send to section If you are sending an email to Each payer have you encompassed information pertaining to the pupil with the lt consumerrepeater gt lt consumerrepeater gt mail merge field codes Barcodes barcodes are only available when using the Printed letter format message they are not available to send via email or SMS My message is not picking up all my email addresses Check the following steps in the message creation process Choose how what to send have you un ticked Verified e
4. by parents i e you have a low income family that is not entitled to FSM and you would like to pay the price of them Troubleshooting ParentPay receiving a low dinner money balance SMS alert from the system so they know it s time to top up their child s account All the above can be carried out via Communication gt Settings f My ParentPay Attendance meals amp events Payment items Meeliutieweum People Finance Send message Create letter Communication history Messages from parents Contacts Files Settings p Settings Manage settings for communications Edit communication settings Unverified emails M 2 Unverified mobile numbers M MIS email contacts Enabled E 2 MIS mobile contacts Enabled m 2 Send only to Priority 1 contacts M e Allow payers to set email alerts Yes gt Allow payers to set text alerts Yes Lax Subsidised alerts No subsidised alerts z Once you have amended your settings click Save Troubleshooting ParentPay Understanding the message priority settings ParentPay has currently pre defined the settings for communication deemed as Normal and Urgent you can change these settings at any time via Communication gt contacts and selecting Default rules from the Choose view menu Choose view Default rules Lz Manage default contact rules Determine the default set of communication channels verified unverified etc which are applied on choosing the message Pr
5. heck the following steps in the message creation process Choose how what to send have you un ticked Registered mobile only It may be that the users you are trying to send an SMS do not have a registered mobile number in ParentPay In addition check the settings and default rules for your communications as below Choose the right settings for your school If you re planning to use ParentPay Communication Centre to send emails and or SMS messages you are able to define the settings that will tell ParentPay what types of email addresses mobile phone numbers you wish to use Please note that ParentPay has currently defaulted your settings therefore it is important that you check and amend the settings for your school requirements Unverified email addresses entered in ParentPay but NOT verified by the parent Unverified mobile numbers entered in ParentPay but NOT verified by the parent MIS email contacts email addresses imported to ParentPay from your MIS system NB these are classed as not verified by ParentPay MIS mobile contacts mobile numbers imported to ParentPay from your MIS system NB these are classed as not verified by ParentPay You can also set your system to allow or not allow parents to set automated email text alerts using their My alerts options The options available to your parents are dependent on the type of subscription you have with ParentPay In addition you can choose to subsidise SMS alerts set
6. iority on the Messa screen Choose priority Urgent Unused channels Channels in use Send to all email addresses Payer communication preference Up Send to all mobile numbers Payer main email address ae Payer main mobile number lt lt Other verified email address Down Other verified mobile number Payer supplied unverified email address Payer supplied unverified mobile number MiS sourced email address MiS sourced mobile number Printed letter You also need to be aware that parents can select which channel they prefer you to use for each priority which is why the Payer communication preference is the first option in the Channels tn use list for each priority default rule you are able to override this if you wish by simply clicking on it using the lt lt button to move it to the Unused channels list
7. like to pay the price of them receiving a low dinner money balance SMS alert from the system so they know it s time to top up their child s account All the above can be carried out via Communication gt Settings People Finance Settings H Communication t My ParentPay Attendance meals amp events Payment items Send message Create letter Communication history Settings Manage settings for communications Edit communication settings Messages from parents Contacts Files Unverified emails 7 2 Unverified mobile numbers I MIS email contacts Enabled C MIS mobile contacts Enabled Send only to Priority 1 contacts 7 a Allow payers to set email alerts Yes E Allow payers to set text alerts Yes v Subsidised alerts No subsidised alerts Mal Troubleshooting ParentPay Once you have amended your settings click Save Understanding the message priority settings ParentPay has currently pre defined the settings for communication deemed as Normal and Urgent you can change these settings at any time via Communication gt Manage contacts and selecting Default rules from the Choose view menu Choose view Default rules Manage default contact rules Determine the default set of communication channels verified unverified etc which are applied on choosing the message Priority on the Messa screen Choose priority Urgent aa Unused channels Channels in use Send
8. mail address only It may be that the users you are trying to email do not have a verified email address in ParentPay In addition check the settings and default rules for your communications as below Troubleshooting ParentPay Choose the right settings for your school If you re planning to use ParentPay Communication Centre to send emails and or SMS messages you are able to define the settings that will tell ParentPay what types of email addresses mobile phone numbers you wish to use Please note that ParentPay has currently defaulted your settings therefore it is important that you check and amend the settings for your school requirements Unverified email addresses entered in ParentPay but NOT verified by the parent Unverified mobile numbers entered in ParentPay but NOT verified by the parent MIS email contacts email addresses imported to ParentPay from your MIS system NB these are classed as not verified by ParentPay MIS mobile contacts mobile numbers imported to ParentPay from your MIS system NB these are classed as not verified by ParentPay You can also set your system to allow or not allow parents to set automated email text alerts using their My alerts options The options available to your parents are dependent on the type of subscription you have with ParentPay In addition you can choose to subsidise SMS alerts set by parents i e you have a low income family that is not entitled to FSM and you would
9. to all email addresses Payer communication preference Up Send to all mobile numbers Payer main email address pay Payer main mobile number lt lt Other verified email address Down Other verified mobile number Payer supplied unverified email address Payer supplied unverified mobile number MiS sourced email address MiS sourced mobile number Printed letter You also need to be aware that parents can select which channel they prefer you to use for each priority which is why the Payer communication preference is the first option in the Channels tn use list for each priority default rule you are able to override this if you wish by simply clicking on it using the lt lt button to move it to the Unused channels list Troubleshooting ParentPay SMS Help the mail merge is not bringing in the information Check the following steps in the message creation process Editing your template does the body text contain all correct mail merge field codes Choose how what to send have you selected Primary payer only one message child in the Send to section If you are sending an email to Each payer have you encompassed information pertaining to the pupil with the lt consumerrepeater gt lt consumerrepeater gt mail merge field codes Barcodes barcodes are only available when using the Printed letter format message they are not available to send via email or SMS My message is not picking up all my mobile numbers C

Troubleshooting

Contents

Download Pdf Manuals

Related Search

Related Contents