When a parent's payment doesn't go through, here's what to expect and what you can do to resolve it quickly.

What happens automatically

• Wonderschool retries the payment automatically over the following days.
• Both you and the parent receive an email notification when a payment fails.
• If Wonderschool advanced the funds to you before the failure, the amount will be reversed from your account during the retry period.
• Once the payment is successfully collected, funds will be re-deposited into your account.

Steps you can take

1. Reach out to the parent. Let them know the payment didn't go through and ask them to update their payment method or pay manually.
2. Check the invoice status. Go to Finances & Payments > Invoices. Failed invoices show a Charge Failed status.
3. Ask the parent to retry the payment manually. They can open the invoice and click Retry Payment if available.
4. Record a manual payment. If the parent pays you directly (cash, check, or bank transfer), open the invoice and click Record Payment. Enter the amount, method, and date.
5. Void the invoice if needed. If the family is no longer enrolled or you've resolved this outside Wonderschool, you can void the invoice from the invoice detail view.

If the parent's payment method is the issue

Direct the parent to update their saved payment method through their Wonderschool account. Once updated, you can retry the payment or wait for the next automatic retry.

For more on how failures affect your account balance, see Understanding Parent Payment Failures and Their Impact on Provider Payouts.

Need help? Contact support@wonderschool.com.