What you will get
Finding out, in a few minutes, why an installment still has no charge — and fixing it without opening a ticket.
The list is in order of likelihood. Work top to bottom and stop when you find it.
1. Is the installment actually Open?
Open the enrollment and look at the STATUS column of that installment.
A charge is only issued for an installment that is Open or Overdue. If it is Paid, Cancelled or Waived, the three-dot menu does not even appear on the line — and that is your answer.
2. Does it already have a charge, and you are looking at the wrong column?
Check the CHARGE column, not the status one. An installment can be Open and already have a boleto: the state only changes when the money arrives.
If the column shows the Boleto link and the barcode, the charge exists. In that case the problem is a different one: the student did not get the notice.
3. Is the account that receives payments connected?
Go to Integrations › Payment Gateway.
This is the most common reason for "no charge goes out" — and the hardest to notice, because the overnight routine simply skips the whole school when there is no connection, leaving no warning anywhere.
Seeing the Connected badge is not enough. Click Test connection: it is the only place that answers whether the connection actually works right now.
4. Does the student have a full name, tax ID and address?
Open their record. A boleto requires, without exception:
- full name
- tax ID
- address with street, number, city, state and postcode
Miss any one of them and issuing comes back refused. This is not the system being strict: it is a requirement from whoever processes the boleto.
If you tried issuing by hand and a red banner appeared with a message in
English, it is almost always this. The word in the message names the field —
name is the name, address is the address, tax id is the document.
5. Is that enrollment's payment method boleto?
The method is chosen when the enrollment is created and applies to all of its installments. On a PIX or card enrollment, the menu offers that method's option — not the boleto.
6. Is the method enabled on the receiving account?
On the same Integrations screen, look at the Accepted payment methods box.
Each method shows a ✓ when enabled and a ✗ when it is not.
A method with a ✗ is not issued, by hand or by the routine. Enabling it is done on the receiving account, not here.
7. Has the issuing date arrived?
The routine issues with the lead time set in Settings. An installment due two months from now has not entered the window yet, and the dash in the CHARGE column is correct.
If you would rather not wait, issue it by hand from the three-dot menu.
One case that is not yours: the refused second copy
If you tried issuing the second copy of a boleto and a red banner appeared
in English mentioning requires_action, the problem is neither your school nor
the student's record.
The message comes from whoever processes the payment and arrives untranslated. It means: the original boleto is still standing, so it cannot be replaced right now.
This is a known defect and it is already logged. Until it is fixed, if the student needs to pay a different amount, the way is to create the charge for the right amount instead of trying to replace the old one — and to tell them by phone which of the two is valid.
If none of that solved it
Note this down before asking for help: the enrollment number, the installment number, the exact message that appeared on screen (or a screenshot of it) and what you have already checked from this list. With that, support starts from the right point instead of repeating the seven steps with you.
Meanwhile the student is not left unable to pay. You can record the payment by hand when they pay by another means, and the enrollment carries on normally.
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