# The boleto was not issued — what to check, in order

> Seven checks that solve nearly every case of a charge that did not go out, from the likeliest to the rarest.

## 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.

![Red banner with the second-copy refusal message, written in English](/Apps/edupay/ajuda/cobranca-erro-segunda-via.png)
*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

> [erro]
> **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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https://edupay.estudiosite.com/en/ajuda/day-to-day/the-boleto-was-not-issued
2026-08-06