What you will get
The ability to tell apart two failures that look the same and are not: the charge could not be created, and the student tried to pay and could not. The first is the school's problem; the second is on the student's side.
Case 1: the charge was not created
This happens when the automatic routine tries to issue and cannot, or when you click Issue Boleto and the system refuses.
In this case the school is told. When the failure comes from the automatic routine, whoever administers the EduPay account receives an email saying which installment did not go out.
The message appears in red at the top of the enrollment screen, right after the attempt.
The most common causes, in order:
- The account that receives the money has disconnected. Without it there is nowhere for the payment to go, and no charge is generated. It is by far the most frequent cause, and it hits every installment at once.
- Something is missing on the student's record. Payment slips require a tax ID and an address; that is the bank's requirement, not EduPay's. Complete the student's record and issue again.
- The bank's service was down. In that case, trying again later usually works.
Case 2: the student tried to pay and could not
A declined card is the typical example. The student opens the link, enters their details and their bank refuses.
In this case nobody at the school is notified by email. The system records the attempt on the installment itself, but sends no alert. In practice: the installment stays Open, and you only find out by looking, or when the student complains.
That is why a weekly look at the arrears list is worth more than waiting for a notice that never comes.
And the school does not get the reason for the refusal. The student's bank does not pass it on — for security, and because the information is theirs. A maxed-out limit, an expired card and a fraud block all arrive as one generic decline.
What to do: ask the student to try another card through the same link, which stays valid. If they prefer, you can offer another payment method.
How to tell it worked
Once the cause is resolved, issue again from the three-dot menu. The installment's CHARGE column leaves the dash behind and starts showing the link.
If something goes wrong
Every installment in the school stopped being issued at once. It is almost always the payment account having disconnected. Whoever administers the EduPay account fixes it by reconnecting.
Only one student's installments fail. Then it is their record. Check the tax ID and the address on their file.
The student insists the card is fine. It probably is — the refusal can come from their bank for another reason. It is not worth arguing: another card or another payment method resolves it faster.
Reviewed on · view as plain text