Help
Troubleshooting and getting help
Work through common setup, balance, access and payment problems before contacting support.
Before you begin
- The pupil, school and period involved, where applicable.
On this page
A page or action is missing
Confirm the correct school and sign-in account, then ask an admin to check the staff access level. View, manage, record-payment, backdate and adjustment permissions are separate. If setup is incomplete, a school admin must finish Start using School Fees first.
A fee or balance is unexpected
- Step 1. Check the pupil, class, academic year and term.
- Step 2. Review school fee, extra class fees, one-off charges, scholarships and opening or carried balances separately.
- Step 3. Check payment history and any corrections. A message-delivery warning does not undo a saved payment.
- Step 4. For recurring fees, check the plan, class, date range, schedule, exemptions and advance credit.
- Step 5. Use the matching correction workflow only after identifying what needs to change.
A payment or top-up is uncertain
Do not submit the same payment repeatedly. Check its reference and saved history, then have the school inspect the online transaction status if needed. For Wallet purchases, check the wallet transaction history and checkout outcome. A pending provider result is not evidence of a completed collection.
A child is missing from the Parent Portal
Compare the guardian’s sign-in email with the school’s saved guardian email. The school must confirm the link. Refresh only reloads existing links. If the message says a service is unavailable, treat the balance as unavailable rather than zero.
The app blocks access
Read the exact notice. It may concern a signed-out or expired session, incomplete registry setup, a wallet limit, vacation mode or optional weekend/holiday access. Open Wallet or ask an admin as directed. For a connection problem, restore connectivity and confirm the result of the previous action before retrying.
Send a useful support request
Open Support from the school app and choose the relevant category, or email we@warmkeys.com. Include the school, page, academic period, pupil ID if needed, exact message, time and a payment reference when relevant. Describe what you expected and what happened. Do not include passwords, PINs or payment-provider API credentials.
Still need help? Open Support in School Fees or email Warmkeys.