Why can't a Parent See the Trip to Sign Up or Pay?

This article explains how to troubleshoot common reasons why a trip may not be visible to parents on the Parent Portal or Arbor App. Whether a student is missing from the eligibility list or the sign-up window has closed, this guide covers the settings you need to check in Arbor to ensure parents can successfully sign up and pay.

Permissions

To manage trip eligibility and settings, you will need one of the following permissions:

• Extra Curricular: Administer - Set up and manage trips

• Finance: Administer - Manage payments for trips

If you don't have the permission, you'll need to ask your admin team to give you permission using these instructions

Check if the Trip has been set up correctly

Before troubleshooting, please ensure the trip has been created under School > Extra-Curricular > Trips.

Check Student Eligibility

The most common reason a trip is hidden is that the student has not been marked as eligible

1. Navigate to School > Extra-Curricular > Trips.

2. Select the relevant Trip > More Information

3. Under Trip Details, click on Eligible Students

4. Ensure the student’s name, year group, or custom group is listed

5. If they are missing, click on the Pupils Eligible tab to include the relevant students or groups.

Verify Trip Dates and Deadlines

Even if a Student is eligible, the Trip will only appear if the current date falls within the sign-up window

1. Under Trip Details, click on Sign-up Dates
2. Scroll down to Guardian Portal Signup
3. Check the Sign-up Closes date hasn't passed
4. If the Sign-up Closes date has passed, parents can no longer see the trip to sign up or pay
5. To extend this, click the date to edit it and select a future deadline.

Check the Trip Prices 

Parents cannot pay if a price hasn't been assigned to their child

1. Scroll down to Trip Prices
2. Check that the student has a price assigned

Please note: this must be done even if the price is £0

Check if the Trip Payment account has been set up

After checking the Trip setup, please ensure the Payment account for Trips has been set up correctly.

Check the Customer Account Type

1. Go to School > Payments > Setup
2. On the left-hand menu, click Customer Account Types
3. Check the Trips account has been verified (this will flag in orange if it hasn't)

Check that Payments is enabled on the Parent Portal

1. Go to Students > Parents & Guardians > Parent Portal Settings
2. Scroll down to Payments
3. Make sure that Accounts and Payments totals are ticked

Visibility on the Parent Portal vs the Parent App

Although functionality for the Portal and App is largely the same, parents should ensure they are using the latest version of the Arbor App

• If the trip is visible on the web portal but not the app, the parent should log out and log back in, or check for an app update.

• Certain complex trip descriptions or long lists of terms and conditions are sometimes easier for parents to read and accept via the web portal rather than a mobile screen