ParentPay Adjustment to match Till Balance

The ParentPay message Adjustment made to match till balance will show when there is a difference between the balance on IRIS FasTrak and the expected balance on Parentpay. The following link explains this: https://www.parentpay.com/cashless-tills-and-parentpay/

The most common reason why there is an adjustment are as follows:

  1. Positive Adjustment — eg. £20 added to the balance. This usually occurs when IRIS FasTrak has received a deposit (£20 in this case) and the acknowledgement sent from IRIS FasTrak has not been received by Parentpay- this could be a network issue or an issue while processing the acknowledgement. In this case the IRIS FasTrak balance is correct.
  2. Negative Adjustment— eg. £2.50 taken off. This usually occurs when a transaction on the till system is missed from Parentpay due to a network issue or and issue processing the transaction. When the next purchase is made on the system and adjustment will occur to match the till balance. Usually when this occurs you can see a purchase in the IRIS FasTrak transaction report but not in the parentpay transaction list. In most cases the parent can be supplied with the IRIS FasTrak report with the missing purchase information.

If Required: run a IRIS FasTrak Detailed Transaction report for the account. In addition, obtain a deposit/payment listing from ParentPay.

Next compare the payments made into ParentPay checking that each one has been accepted by IRIS FasTrak.

If IRIS FasTrak is missing one or more payments, then your school I.T. Technician needs to arrange with IRIS BioStore support for a remote session into the IRIS FasTrak server.

If all the payments are accounted for on both sides, then the issue lies with ParentPay. When IRIS FasTrak receives a payment from ParentPay then IRIS FasTrak will then send an acknowledgement to ParentPay. It is this acknowledgement that either has not been received due to Internet Problems or issues on the ParentPay side. Due to this the school will need to call ParentPay and request the following:

Please reconcile all payments to this account as collected and to sync with the correct Final balance as shown in IRIS FasTrak.

If ParentPay Support refuse to do this then ask to be put through to their department “Partner Support” (Jason Lynch and his team) who will be able to force the sync with IRIS FasTrak.

Once done you may need to wait for the account user to make a purchase before the two systems are back in sync. Alternatively, once ParentPay have confirmed that the account has been reconciled the school can make a zero-amount deposit via FasTrak Admin into the account.