Cancelled Automatic Top Ups

When an automatic top up for a student account is cancelled, an email and IRIS ParentMail account notification is sent to the parent and carer who set it up, with the reasons why and what they need to do.

When automatic top ups are cancelled, no further payments are taken to top up the account until it is set up again.

Why Automatic Top Ups Are Cancelled

An automatic top up for a student's account is typically cancelled when:

• The account goes into debt.
• The card for the payments has expired or there were issues taking the payments.
• The student's, or parents' or carers' account has been deleted.
• The parent or carer deletes the automatic top up settings.
• An automatic top up payment has not been taken for the account in the last 6 months.

What you need to do

Automatic top ups that have been cancelled can only be set up again by a parent or carer linked to the student.

The reason the automatic top up was cancelled determines what you need to do, or advise the parent or carer to do if they contact you.

Account is in debt

If the account is in debt, the parent or carer must make a top up payment to clear the debt, then they can set up the automatic top up again.

Card has expired or payment issues

If there are issues taking the payment, such as not enough funds in the account or the card has expired, the automatic top up is cancelled and the parent or carer must check their card details and account. To start automatic top ups again, they must set them up for the required account.

Student, or parent or carer account has been deleted

If the automatic top up is cancelled because your organisation deletes the student, or parent or carer account, you must create their account again and ask them to register. The parent or carer then has to set up the automatic top up again.

Parent or carer deleted the automatic top up settings

The settings for the automatic top up are cleared when the parent or carer decides to delete them. To have automatic top up payments taken again, the parent or carer must set up the details again.

Automatic top up payments have not been taken in the last 6 months

If an automatic top up payment has not been taken for the account in the last 6 months, we automatically cancel the automatic top up. If the parent or carer wants to start automatic top ups again, they must set them up for the required account.