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The Fernwood School

"High Achievement with Care and Discipline for All"

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Frequently Asked Questions

 

 

What is a cashless system?

A Cashless Catering System is a solution which is purpose designed to meet the ever evolving needs and demands of making payments to the school for services such as catering provision and school trips.  ParentPay and Trust-e Cashless Solution allows schools to be better able to provide their students and staff with a faster, more efficient and more appealing meal service, as well as allowing parents to make payment for school trips etc efficiently, quickly and without the risks associated with pupils carrying monies.

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When can I log in to my account?

Once you have received your activation letter from school with your activation login details you’ll be able to activate your account and start making payments. This letter will be sent to you soon by your school.

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I haven’t received my activation letter, what do I do?

Contact the school finance office as soon as possible.

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Which cards can I use?

ParentPay accepts MasterCard and Visa credit cards, and Maestro, Switch, Delta, Electron, Solo and Visa debit cards.

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Is it safe to make payments on the internet?

Yes. ParentPay uses leading technology to process your card transactions securely. All communication with the bank is encrypted and neither ParentPay nor the school have access to your card details.

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How can I check that it’s secure?

Standard website addresses begin with http; the address for a secure site will always begin with https. You will also see a padlock at the bottom/top right of the screen on our login page and after you have logged into your account; never enter your card details or personal data on any web page whose address does not start https.

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What about our personal information?

ParentPay holds a very limited amount of information about you and your child solely for the purpose of administering your account; however ParentPay does not use your personal information other than for supporting the school. We do not share or give information to any other organisations. We operate under strict guidelines set out by the Data Protection Act 1998.

ParentPay will NEVER contact you by phone, email or mail and ask you to divulge confidential information like passwords or card numbers. If you are ever contacted by someone claiming to be from ParentPay, please contact ParentPay immediately on 0845 257 5540.

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I don’t have a home PC so how can I use ParentPay?

Why not visit your local library, internet café or see if you can get access to a computer at work alternatively ask if you can use your school’s computers. Many schools have computers available for parents and will be happy to show you how to use them.

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I have more than one child at The Fernwood School (or children at different schools that use ParentPay). Can I have one main ParentPay account for all children?

Yes. Log in to one of your existing accounts (this will become your ‘main account’ username and password) and follow the process below:

  • Click on Add a child.
  • Enter the username and password for the child you wish to add.
  • Click Search. The school, pupil name, year group and class will show on screen.
  • Click Add child to your account to confirm this is the child you wish to add to your account.
  • Repeat the process again if you wish to add more children.

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My child has left The Fernwood School. Can I have a refund of the balance or transfer the balance to a sibling’s account?

Yes. If you would like a refund of the balance or would like to transfer the balance to a sibling’s account, please contact the school finance office.

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Can I automatically top up my child’s lunch account when it reaches a specified balance?

Currently, automated payments are not available. In the future, ParentPay will provide parents with the option to set auto top-ups based on the account balance or a specific frequency – great for automating dinner money top-ups.

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Can I still pay for school meals, trips and other payments by Cash or Cheque?

No, The Fernwood School is removing the option to pay by Cash or Cheque.  ParentPay is now the first choice of making payment, however you can also use PayPoint if you do not have the facility to use ParentPay online.  Cheques are only accepted only if both options are not available to you.

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What is PayPoint?

If you aren’t able to pay online, you have the option of being able to pay for school meals, trips and other items in a local store that has a PayPoint facility. To find out where you can use PayPoint, go to www.paypoint.co.uk, click on the store locator and enter your full post code to receive a list of your nearest stores.

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What do I need to do to use PayPoint?

Please contact the school finance office using the email address finance@fernwoodschool.org.uk to request a barcode, you must keep this barcode safe and use it at your PayPoint facility when making each payment.

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Do I use the same barcode for school meals and other items?

No, you will have one barcode for school meals and if you have any other commitments such as a school trip then you will be issued with another barcode.

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How long does it take for PayPoint payments to register on my child’s account?

Payments made by PayPoint are recorded by ParentPay and can be seen by logging into your ParentPay account. Funds added via PayPoint may take up to 24 hours to register on your account (or possibly longer if added at the weekend or on a Bank Holiday).

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When I add money using PayPoint, can the shop tell me the balance on my child’s account?

When you add money using PayPoint in a shop, it is not possible for the shop to check your balance. You can check your balance by logging into your ParentPay account or by ringing the school office.

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What is ‘biometric?’

Biometric is simply a method of identifying an individual person. As the school is going cashless, a simple payment system for school meals is needed within the school.  The Trust-e Cashless System uses an algorithm based scan, which reads between 50 and 130 points on the finger/thumb. It is not a fingerprint in any way, shape or form and is of use only in the Cashless Catering System.

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How does a biometric system work?

The information of a pupil or staff member, who has been biometrically registered, is stored on a secure biometric controller within the school, which only your provider, Nationwide Retail Systems, can access with permission from the school.  Once an amount is credited, the pupil or staff member can place their finger/thumb on the EPOS Terminal Biometric Reader, which looks up their account and allows them to purchase meal items using only this method of identification.

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How does my child register on the biometric system?

Registration days took place in April ready for our 6 June 2016 ‘go live’ day for the cashless tills for school meals. Terminals were placed in the school for registration, where your child would have placed their finger/thumb on the Biometric Reader twice to obtain a matching template.  If you have chosen to opt-out of this procedure, your child will be presented with a 4 digit PIN code.

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Can I change my child’s daily spend limit?

Yes – the amount your child can spend throughout one day can be changed by written request to the School Finance Office, Fernwood School.

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How do ‘free meal’ entitlements work?

All free meal entitlements will be entered on to the system prior to the ‘live’ day. The Cashless Catering System will, on a daily basis, automatically allocate the appropriate accounts with the free school meal amounts. Pupils with FSM entitlement remain anonymous at all times as all account types are accessed in the exact same manner, regardless of whether paid for or not. Please note that any monies not spent from the daily free meal allocation will not be carried over to the next day.

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Can anyone else use my child’s account?

No – due to the extensive security on biometric templates, no-one will be able to access your child’s account.  As a secondary precaution, a photo image is allocated to each pupil.  If you child is using a 4 digit PIN code, which someone obtains and attempts to use, the photograph shown at the EPOS Terminal will alert the operator of a fraudulent sale.

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My child has an allergy.  Will this be monitored through the Cashless System?

Yes – all allergy records registered with the school will be entered on to the Cashless System. When pupils attempt to purchase an item, which contains ingredients that they are allergic to, the system will alert the operator and prevent them from selling the chosen item.

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Can I dictate my child’s dietary requirements?

The system will allow you to register any items that your child cannot consume due to dietary needs or religious reasons. Any such items must be confirmed in writing by the parent/guardian, and addressed to The Fernwood School.

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Head Teacher – Mr P Burke
The Fernwood School, Goodwood Road, Wollaton, Nottingham, NG8 2FT
0115 9286 326 | admin@fernwoodschool.org.uk
© 2018 The Fernwood School