Double-Charging Enrollment Deposits

Petra Hall

Is anyone else having issues with enrollment deposits? Some of our families are being double-charged, and others are unable to pay online at all.

Crystal Bruce

@Petra Hall Hi Petra! This sounds like an issue you should let support know about. Are you able to open a case?

Petra Hall

@Crystal Bruce Hello Crystal. Yes, we've had a case open since January 17th. I'm wondering if other schools are having this issue.

If other schools have only had a case or two, they might not be aware this could be part of a larger issue.

Kelsey Huijgen

Hi @Petra Hall. We recently fixed an issue that was causing some parents with multiple children to receive an error on a contract when submitting multiple forms. In some cases, parents submitted their contract multiple times which resulted in multiple payments. We fixed this issue on Tuesday, so it should no longer be occurring. We're currently working on identifying any transactions that may have been affected by this issue and will notify any clients that are included in that list. You can refund any transactions you've already identified for your families, and we'll be in touch if they are any others you may need to review.

Kind regards,
Kelsey Huijgen, Product Manager

Petra Hall

@Kelsey Huijgen Hello Kelsey. Excellent news. If I had been informed by Support that this issue was dealt with, I would not have felt the need to reach out to other schools.

Our Finance office is still reporting this issue, because we associated it with credit card declines/other payment errors. Even after the patch last Tuesday, we are still seeing an unusually high number of families contacting the school to arrange alternate methods of payment.

Elizabeth Grace

@Petra Hall
We are. It's been awful.