Autopay is a great feature but sometimes things go sideways and you can't figure out why. This guide can walk you through some common issues that prevent autopay from running properly.
The first thing to check!
You always want to verify that the parent does in fact have Autopay setup up. To do this
1. Go to the Parent's account
2. Click Billing
3. Look for the green words autopay or a dollar amount in parenthesis in the status section.
4. If there is a dollar amount in the parenthesis it means that autopay is set to pay out a maximum of that. That dollar amount is selected by the parents not a bank or LineLeader.
Check the dates
Once you confirm that the parent does in fact have autopay setup there are some common issues that cause autopay to not work.
If a parents signs up for autopay on the day that the invoice is due then autopay won't pay that bill as autopay runs very early in the morning. To see when a person enrolled in auto pay follow these steps.
Click billing (orange box)
Click reports (purple box) up at the top,
Click view Autopay Enrollment Report (red box)
Once you have arrived at the Autopay Enrollment Report to find your family you will need to
Change enrollment status filter to Enrolled (purple box)
Make sure your center is selected if multiple sites are available to you (orange box)
Click update (blue box)
From there you will see a list of everyone that is enrolled in autopay.
Scroll to your family or use the find function (crtl+f or cmd+f) to search the page for them.
If the date listed is the same day that autopay ran then autopay won't pay the invoice.
If they have an invoice that autopay missed they will need to log in and pay that invoice manually. Send them this help article.
Why didn't this one random invoice run?
If you have an open invoice and you confirm that they had autopay setup awhile ago and an invoice was unpaid by autopay the next thing to check is if the invoice was backdated. If you generate a manual invoice with a due date that is the same day or back dated autopay will not run that invoice. Follow these steps to see if the invoice was backdated.
Go to the parents account
Click Transactions (orange box) and you will see a list of paid and open invoices
Click Actions (red box) of the invoice that you want to check
Click Quick View (purple box)
5. If the Due date is the same day or before the invoice date then Autopay will not pay it and the parent will need to manually pay the invoice. For directions on how to manually pay an invoice click here.
Why did Autopay only pay part of an invoice?
When users setup autopay they have the option to set a specific dollar amount that they authorize to be pulled from their account when autopay runs. If the invoice they were issued is a higher dollar amount than they authorized, the invoice will be left with a remaining balance. For example, if a parent sets their autopay to a $500 maximum but their invoice is $650 due to a price increase or added items/fees, the parent will have a $150 balance after autopay runs. To see if a parent has a limit on their autopay, follow the steps below.
Go to the parents profile
Click Billing (purple box)
Under status in parenthesis will be the word autopay and a dollar amount. (green box)
If the amount in parenthesis is less than the invoice total, the invoice will have a remaining balance. The remaining amount will have to be paid manually.
If you still have questions about an issue with autopay don't hesitate to reach out to support at support@lineleader.com