This article covers common questions regarding the use of Clubs, Trips, Meals, and Payments in the Parent Portal. If you cannot find an answer to your query in this article, check the dedicated section of the Help Centre on this topic here.
Can I pay using childcare vouchers?
Parents can pay for school services via cash, cheque, bank transfer, or card through the Parent Portal/App. Childcare vouchers can only be used for Wraparound Childcare Clubs if the school allows it and has topped up the child's account. For signing up for clubs, the process remains the same regardless of payment method.
You can pay the school via cash, cheque or bank transfer and they can top-up your child's account or pay for clubs and trips.
Alternatively, you can pay by card on the Parent Portal or Parent App.
You cannot pay for standard clubs, trips or School Shop items using vouchers.
If you have a voucher (such as Tax-free Childcare Vouchers, sometimes referred to as National Saving Vouchers), you can use this to pay for Wraparound Childcare Clubs (breakfast or after school clubs) only if your school has:
- enabled you to pay using a voucher
- topped up your child's account with the voucher balance
If you believe your child's account should be topped up using a voucher, please contact your school.
The process for signing your child up to Wraparound Care sessions is the same whether you are using the voucher balance or not. You can see how to sign up your child through the Parent Portal or Parent App here: Signing my child up for a Breakfast or After-School Club.
Can I choose what meal my child will have?
If your school has the Meal Menus feature, guardians and parents can select what meals their children will have each day through the Parent Portal or Arbor App.
If you're unsure if your school has this feature set up, please contact your school. Please do not contact Arbor.
- If they have confirmed if they have this feature, please see these instructions: Meal Menu choices on the Parent Portal or Arbor App
- If they do not have this feature, you'll need to contact the school to change your child's meal option for you.
Can I save my bank card details?
We follow strict security requirements to make sure payments have been made and verified by you. You can change the details if your bank details are now different.
When using the Parent App, you have the option to pay via Apple Pay or Google Pay depending on your school's settings.
When using the Parent Portal, we can't save your bank details in Arbor. However, you don't have to input your card details each time you want to make a payment if you use the built-in password manager on your device or browser.
For example, in Google Chrome, go to Settings > Auto-fill > Payment methods.
Add a payment method, and you'll then be able to select this when making payments in Arbor on your browser.
I paid money into the wrong account, how do I move the money?
If you've accidentally paid money into the wrong account, for example:
- into a different account but you meant to pay into the meals account
- into the wrong child's account (e.g. you've paid into their sibling's account instead)
You'll need to request a refund by getting in touch with your school. Because your child's school manages your account, we can’t access your profile without speaking to them first. You’ll need to contact them directly to issue a refund.
Once the refund has been issued, you can then make another payment into the right account.
Will I get a receipt or invoice when I make a payment through Arbor?
You will receive a confirmation of payment via email for any payments you make to a top-up account such as Meals and Wraparound Care.
You will not receive a confirmation email for payments made towards Clubs and Trips. However, you will receive an on-screen message confirming that the payment was successfully made.
Guardians can click into an account balance, club or trip to view what you have already paid and any outstanding amounts to be paid.
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