# The student paid, but the installment is still open

> What to check, in order, when the student has the receipt in hand and the screen still says they owe.

## What you will get

A way through the most common counter situation: the student with the receipt in
hand and the screen saying they owe. Most of the time it is just a matter of
time, but there are three different causes and each has its own path.

## Start with the clock

**The bank's confirmation is not instant.** An instant transfer usually shows up
within minutes; a payment slip can take from a few hours to the next business
day, because the bank only passes confirmations along in batches.

If the payment is from today, the most likely thing is that everything is fine
and it just needs time. Tell the student so, note the case, and check the next
day.

## If more than a business day has passed, look at how the money came in

**If they paid the slip or the code the system issued**, the payment should have
arrived on its own. Check two things before anything else: that the receipt is
really for that installment — and not another one from the same student — and
that the amount matches. If it persists, that is a support case, not a manual
settlement.

**If they paid outside the system** — cash at the counter, a direct transfer to
the school's account, an arrangement settled on the side — the system has no way
of knowing. It will never settle on its own. The right path there is a manual
entry, which is done by whoever administers the EduPay account.

**If they paid a slip that had been cancelled**, the bank refuses it and the
money never leaves their account. Ask them to check their statement: usually the
charge never actually happened.

## How to tell it worked

> [certo]
> The installment shows **Paid** with the payment date. If the settlement was
> done by hand, the **Manual record** mark appears underneath — and that is
> expected, because that money really did not go through the system.

![Installments panel with one installment settled by the system and another settled by hand, carrying the Manual record mark](/Apps/edupay/ajuda/parcelas-situacoes.png)
*The **Manual record** mark under the date is what tells a settlement you made apart from an automatic one.*

## If something goes wrong

> [erro]
> **The student paid twice.** It happens when they pay the slip and the school
> also settles it by hand, or when they pay the duplicate and the old slip. The
> installment is settled once; the extra money has to be refunded or credited
> against the next one, and that is a conversation with the family.
>
> **The receipt is for another installment.** Check the amount and the due date
> before settling. Settling the wrong installment is harder to undo than to
> avoid.
>
> **You want to settle it and the item is not in the menu.** **Mark as Paid**
> belongs to whoever administers the EduPay account. If you are a team member,
> ask them.


---

https://edupay.estudiosite.com/en/ajuda/troubleshooting/the-student-paid-but-it-is-still-open
2026-08-04