November Reconciliation Updates

Update 11/18/25

This issue has been resolved. No old payment methods should be charged. Accounts that were previously affected have been corrected by our Technical Services team.

When some parents updated their saved payment method (for example, switching from a bank account to a card or vice versa), a few payments were still processed using the previous payment method instead of the updated one.

This update ensures that all future payments are processed using the most recently updated and correct payment method.

What’s Changing

New or Updated Profiles

This release prevents cleared or outdated payment methods from being charged on any new or updated profiles.

• A "new profile" means either a new parent or payer account, or an existing account where a new payment method has been added after November 6

• The new payment method can be entered manually or updated when a parent completes a recurring payment authorization form.

• Once updated, only the new payment method will be charged.

Note: A report for payment methods does not currently exist, so please review payment profiles directly if needed.

See: How to Update Preferred Payment Method

Fixing Older Accounts

Accounts that were previously affected and have not been manually updated require a system script to correct them.

• The Technical Services team is already working on this.

• We expect the fix to be completed by Friday, November 14.

• Updates will be posted here once this is resolved.

If you’d like to correct an account manually before the automated fix runs, follow these steps:

1. Open the Payment Profile.

2. Select Manage Methods.

   

3. If multiple payment methods are marked as Primary Payment Methods, delete the old/incorrect payment method from the screen

4. If multiple payment methods are not marked as Primary Payment Methods, ensure the correct method is marked as Primary Payment Method

5. Apply & Exit

6. Save & Exit

You can also send the recurring payment authorization form for the payer to update their method.

Note: Only one payment method can be marked as the primary payment method.

See: How to Update Preferred Payment Method

Until the script fix is finished, some accounts might still be charged using the old payment method if they haven’t been manually updated. If this happens, you can follow the manual steps above to correct it. At this time, there isn’t a way to see which accounts are affected.

Payment Method Discrepencies

This mismatch between the payment method shown on screen and the one actually used may cause ledgers to appear inaccurate or misleading. We want to make you aware of this issue so you can better understand any confusing entries while we correct the affected records.

Example 1:

• Ms. Adams changed her payment method from ACH to card (this occurred before November 6)

• Her ACH account was still charged. This was the incorrect method.

• The payment may look like a card payment on the ledger and could show a card surcharge fee if the center has surcharging enabled

• If the payment failed, it may appear as an ACH decline, because the system actually attempted the old bank account on file (the incorrect method)

Example 2:

• Mr Adams changed his payment method from card to ACH (this occurred before November 6)

• His card was still charged. This was the incorrect method.

• The payment may look like a bank account or ACH payment with no surcharge, even in cases where a card fee would normally apply

• If the payment fails, it may appear as a card decline, because the system attempted the old card on file (incorrect method)

If the above occurred

• You can refund or remove the surcharge fee in the ledger, or credit it to the family’s account.

• You can process a refund via TE POS

To review transactions, open:

Reports → Specific Summary Report → Charge/Credit Summary → Charges/Surcharge Fee

In the scenarios above:

• Tuition Express reports reflect the correct information and should be considered the source of truth.

• Desktop reports may display an incorrect payment method, which means the charge details or description shown may not be accurate.