FREQUENTLY ASKED QUESTIONS
Register your SCOPAY Account
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title | 1. I don't have a SCOPAY access code - how do I get one? |
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Please contact your child’s school and they can provide one for you. The letter/email will also include instructions on how to create a SCOPAY account. |
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title | 2. I am being asked for an online link code - what is this? |
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A link code is a series of letters and numbers that uniquely identifies a child. The code can be used once to link a child to an online account - it cannot be re-used. A link code can be found on the access letter/email provided to you by your child's school. |
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title | 3. I am trying to register online but it says my email address is already in use. |
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If you have created a SCOPAY account in the past for another child at this school or another school, you can use the same account to link this child. Go to www.scopay.com and Login with your Email address and Password. Click on Your Info, Link accounts and enter the new Link code, or scan the QR code. If you don't know your password, follow the steps in FAQ 4. I've forgotten my Password. |
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title | 4. I've forgotten my Password - what should I do? |
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Go to www.scopay.com (or load the SCOPAY mobile app) On the SIGN IN screen, select I've forgotten my password Enter your Email address Tap on Reset password A new user verification email will be sent to the provided email address If the email does not arrive, check the Spam / Junk folder Tap on the activation link in the verification email Set the new password, when prompted If you don’t receive an email ask the school to check which email address you used to create your account Go to www.scopay.com (or load the SCOPAY mobile app) and login
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title | 5. I'm not receiving password reset emails |
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You have carried out a password reset but you aren't receiving an email to set a new password: Remember to check your Spam/Junk folder in case your email provider’s sent it there. If you don’t receive an email it’s most likely because we can’t find your account. In this case please check the email you’re using is the same as the one you registered with. Your school can check which email address you used to first register your account.
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title | 6. My partner has created an account linked to our child. I tried to create an account with the same link code they used, but it didn't work. |
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A child can be linked to multiple SCOPAY accounts, but for security, the link or QR code on the letter/email can only be used once. Please contact your child's school and ask them for a new link code if you wish to create a second account for your child. |
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title | 7. I can't find the LINK ACCOUNTS option |
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On a PC/laptop: Tap on YOUR INFO (top right), LINK ACCOUNTS (left) On the SCOPAY mobile app: Tap on the Menu icon (top left), SETTINGS, Manage accounts, LINK ACCOUNT On a tablet or mobile phone using www.scopay.com: Tap on MENU (top right), YOUR INFO, tap on PAYMENT HISTORY, LINK ACCOUNTS |
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title | 8. What can another parent or carer linked to my child see from my account? |
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School can issue a link code to another parent or carer of your child. Once they have created a SCOPAY account, they will see the following: Both parents/carers will see the same products online and can pay for any of them. Both parents/carers will see all transactions (payments, refunds, discounts) made against the child (including cash and cheques in school). The parents/carers will not see each other's personal details (address, email address, etc.) Once a link code has been used (by either parent/carer), it is no longer valid and a new link code will need to be generated for subsequent accounts. Each parent/carer will be able to book their own separate Parents Evening appointment. |
Paying and Refunds on SCOPAY
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title | 9. The system won't accept my American Express card. |
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Most schools do not accept payments using American Express. Check with your school office for further information. |
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title | 10. Can I use Childcare Vouchers to pay online? |
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The online payment system will only allow you to pay by credit card or debit card. If you wish to pay by Childcare Vouchers, you will need to contact your school to discuss arrangements with them. |
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title | 11. How do I view receipts on SCOPAY? |
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On a PC/laptop: Tap on YOUR INFO (top right), PAYMENT HISTORY (left) Tap on a Payment to view the details On the SCOPAY mobile app: Tap on the Menu icon (top left), HISTORY Tap on a Payment to view the details On a tablet or mobile phone using www.scopay.com: Tap on MENU (top right), YOUR INFO Tap on a Payment to view the details. |
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title | 12. My payment card keeps being declined, even when I try a different one. What shall I do? |
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There are various factors that might cause cards to be declined. Please check the following:
Billing Address
The Billing address in SCOPAY should match the address registered to the bank account.
Login to www.scopay.com
Click on Your info
Click on Address
Check the Address details match those registered with your bank account
If not, make any changes and click on Update at the bottom
Try the payment again
2. Card details saved by Browser
Card details have been saved and automatically filled/completed by the web browser (e.g. Google Chrome) - these may have changed or expired. Delete the card details from the SCOPAY payment screen and enter them again manually.
3. Incorrect Verification Password
An incorrect personal password was entered when authenticating your payment card using Verified by VISA or MasterCard SecureCode.
4. Validation ignored
The payment card was previously registered with Verified by VISA or MasterCard SecureCode but you decided to ignore the validation, i.e. you did not enter your registered personal password when prompted.
5. Card Issuer has Blocked the Card
Your card issuer suspects fraudulent activity on your payment card and has therefore blocked the transaction due to security concerns.
6. Insufficient Funds
You do not have sufficient funds in your account to cover the full payment.
If you have followed the above steps then you should try to make the payment again. Clear your browser's cache (for instructions see https://www.refreshyourcache.com/en/home/ *) or open a different web browser, add the items again to your shopping cart and follow the on screen instructions to complete the payment.
If your payment card declines again, try using a different PC or payment card or contact your payment card issuer to question them accordingly.
If you have further questions about the reason for your payment being rejected, please contact your school.
*This site is one suggestion - others are available. This site was considered to be safe at the time of checking, but Tucasi cannot be held responsible for content on third party sites.
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title | 13. I made a payment online but it's not showing on my account - what should I do? |
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Contact your school and provide them with the following information (preferably by email): 1. Your SCOPAY email address (not password) 2. Your child's first name and surname 3. A copy of the online payment receipt - or the following information Once your school forward this information to us, we can investigate for you. |
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title | 14. How do I get a refund? |
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If you require a refund for any item, please contact the school office. Include details of what you would like refunding for, together with the original payment date and amount. |
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title | 15. Can I transfer funds from one child to another? |
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It is not possible for parents to transfer funds between children on SCOPAY. Please contact the school office for further advice. |
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title | 16. I have children at two different schools - can I pay for both of them using one account? |
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If both schools use SCOPAY Online Payments, then yes! You can do this using the two link codes given to you by each separate school (see FAQ 7 above). |
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title | 17. I have two children at the same school - can I pay for both of them using one account? |
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Yes! You can have both children linked to your account by following these steps: If you have not yet set up an account, create your account with first child's link code. Follow FAQ 7 above. Once linked, both children will then be displayed in the dropdown. |
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title | 18. My child has changed schools and I have credit on the old school account. Can I transfer this to the new school? |
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You cannot transfer credit (or debt) for your child from one school to another. Contact the original school and request a refund. Make a separate payment to the new school. |
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title | 19. My payment isn't showing on SCOPAY. What shall I do? |
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If you complete a payment via SCOPAY, but the payment is not displayed within SCOPAY once the payment is completed, please contact the school office and provide a copy of the Payment Receipt emailed to you to allow this to be swiftly resolved. |
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title | 20. Why do I see some trips on scopay.com and not on the SCOPAY mobile app? |
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Trips display differently on scopay.com than on the SCOPAY mobile app: scopay.com If you are using scopay.com on a laptop, PC or mobile device, trips will display until school remove them, with the exception of limited place trips – once all places have been taken, the trip will only be visible to pupils who have a place on the trip. SCOPAY mobile app If you are using the SCOPAY mobile app, trips will only display if one or more of the following is true: If an optional trip has been made available to your child, but all places have been taken, the trip will no longer be displayed. |
Managing your SCOPAY Account
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title | Frequently Asked Questions |
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align | leftRegister your SCOPAY Account
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title | 1. I don't have a SCOPAY access code - how do I get one? |
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Please contact your |
child's child’s school and they can provide one for you. The letter/email will also include instructions on how to create a SCOPAY account. |
Expand |
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title | 2. I am being asked for an online link code - what is this? |
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A link code is a series of letters and numbers that uniquely identifies a child. The code can be used once to link a child to an online account - it cannot be re-used. A link code can be found on the access letter/email provided to you by your child's school. |
Expand |
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title | 3. I am trying to register online but it says my email address is already in use. |
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If you have created a SCOPAY account in the past for another child at this school or another school, you can use the same account to link this child. |
and and Login with your Email address and Password. |
Click on Your Info, Link accounts and enter the new Link code, or scan the QR code. |
If you don't know your password, follow the steps in FAQ 4. I've forgotten my Password. |
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title | 4. I've forgotten my Password - what |
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shall to the screen screen, select I've forgotten my password Enter your Email address Tap
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on user will will be sent to the provided email address If the email does not arrive, check the Spam / Junk folder Tap on
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the in in the verification email Set
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the the new password, when prompted If you don’t receive an email ask the school to check which email address you used to create your account Go
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to I’m I'm not receiving password reset emails |
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You have carried out a password reset but you aren't receiving an email to set a new password: Remember to check your Spam/Junk folder in case your email provider’s sent it there. If you don’t receive an email it’s most likely because we can’t find your account. In this case please check the email you’re using is the same as the one you registered with. Your school can check which email address you used to first register your account.
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title | 6. My partner has created an account linked to our child. I tried to create an account with the same link code they used, but it didn't work. |
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A child can be linked to multiple SCOPAY accounts, but for security, the link or QR code on the letter/email can only be used once. Please contact your child's school and ask them for a new link code if you wish to create a second account for your child. |
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title | 7. I can't find the LINK ACCOUNTS option |
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On a PC/laptop: Tap |
on on YOUR INFO (top right), LINK ACCOUNTS (left) On the SCOPAY mobile app: Tap on |
the the Menu icon (top left), SETTINGS, Manage accounts, LINK ACCOUNT On a tablet or mobile phone |
using on on MENU (top right), YOUR INFO, tap |
on on PAYMENT HISTORY, LINK ACCOUNTS |
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title | 8. What can another parent or carer linked to my child see from my account? |
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School School can issue a link code to another parent or carer of your child. Once they have created a SCOPAY account, they will see the following: Both parents/carers will see the same products online and can pay for any of them. Both parents/carers will see all transactions (payments, refunds, discounts) made against the child (including cash and cheques in school). The parents/carers will not see each other's personal details (address, email address, etc.) Once a link code has been used (by either parent/carer), it is no longer valid and a new link code will need to be generated for subsequent accounts. Each parent/carer will be able to book their own separate Parents Evening appointment. |
Paying and Refunds on SCOPAY
109. The system won't accept my American Express card. |
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Most schools do not accept payments using American Express. Check with your school office for further information. |
11 10. Can I use Childcare Vouchers to pay online? |
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The online payment system will only allow you to pay by credit card or debit card. If you wish to pay by Childcare Vouchers, you will need to contact your school to discuss arrangements with them. |
12 11. How do I view receipts on SCOPAY? |
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On a PC/laptop: Tap |
on on YOUR INFO (top right), PAYMENT HISTORY (left) Tap on |
a to to view the details On the SCOPAY mobile app: Tap on |
the the Menu icon (top left), HISTORY Tap on |
a Payment a Payment to view the details On a tablet or mobile phone using www.scopay.com: Tap |
on on MENU (top right), YOUR INFO Tap on |
a to 13 12. My payment card keeps being declined, even when I try a different one. What shall I do? |
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There are various factors that might cause cards to be declined. Please check the following: |
1. Billing Address
The Billing address in SCOPAY should match the address registered to the bank account. |
to on on on Address Check the Address details match those registered with your bank account If not, make any changes and click
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on at at the bottom Try the payment again
2. |
Card details saved by Browser Card details have been saved and automatically filled/completed by the web browser (e.g. Google Chrome) - these may have changed or expired. Delete the card details from the SCOPAY payment screen and enter them again manually. 3. |
Incorrect Verification Password An incorrect personal password was entered when authenticating your payment card |
using or or MasterCard SecureCode. 4. |
Validation ignored The payment card was previously registered |
with or but but you decided to ignore the validation, i.e. you did not enter your registered personal password when prompted. 5. |
Card Issuer has Blocked the Card Your card issuer suspects fraudulent activity on your payment card and has therefore blocked the transaction due to security concerns. 6. |
Insufficient Funds You do not have sufficient funds in your account to cover the full payment. If you have followed the above steps then you should try to make the payment again. Clear your browser's cache (for instructions see https://www.refreshyourcache.com/en/home/ *) or open a different web browser, add the items again to your shopping cart and follow the on screen instructions to complete the payment. If your payment card declines again, try using a different PC or payment card or contact your payment card issuer to question them accordingly. If you have further questions about the reason for your payment being rejected, please contact your school. *This site is one suggestion - others are available. This site was considered to be safe at the time of checking, but Tucasi cannot be held responsible for content on third party sites. |
1413. I made a payment online but it's not showing on my account - what should I do? |
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Contact your school and provide them with the following information (preferably by email): 1. Your SCOPAY email address (not password) 2. Your child's first name and surname 3. A copy of the online payment receipt - or the following information Once your school forward this information to us, we can investigate for you. |
1514. How do I get a refund? |
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If you require a refund for any item, please contact the school office. Include details of what you would like refunding for, together with the original payment date and amount. |
1615. Can I transfer funds from one child to another? |
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It is not possible for parents to transfer funds between children on SCOPAY. Please contact the school office for further advice. |
1716. I have children at two different schools - can I pay for both of them using one account? |
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If both schools use SCOPAY Online Payments, then yes! You can do this using the two link codes given to you by each separate school (see FAQ 7 above). |
1817. I have two children at the same school - can I pay for both of them using one account? |
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Yes! You can have both children linked to your account by following these steps: If you have not yet set up an account, create your account with first child's link code. Follow FAQ 7 above. Once linked, both children will then be displayed in the dropdown. |
1918. My child has changed schools and I have credit on the old school account. Can I transfer this to the new school? |
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You cannot transfer credit (or debt) for your child from one school to another. Contact the original school and request a refund. Make a separate payment to the new school. |
2019. My payment isn't showing on SCOPAY. What shall I do? |
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If you complete a payment via SCOPAY, but the payment is not displayed within SCOPAY once the payment is completed, please contact the school office and provide a copy of the Payment Receipt emailed to you to allow this to be swiftly resolved. |
2120. Why do I see some trips on scopay.com and not on the SCOPAY mobile app? |
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Trips display differently |
on than than on the SCOPAY mobile app: scopay.com If you are |
using on on a laptop, PC or mobile device, trips will display until school remove them, with the exception of limited place trips – once all places have been taken, the trip will only be visible to pupils who have a place on the trip. SCOPAY mobile app If you are using the SCOPAY mobile app, trips will only display if one or more of the following is true: |
• • • If an optional trip has been made available to your child, but all places have been taken, the trip will no longer be displayed. |
Managing your SCOPAY
accountAccount
3122. Can I change my email address? |
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I know the email address I signed up with: Log in with your original email address and password. On a PC/laptop: Select YOUR INFO (top right), and |
select to to change your email address. On the SCOPAY mobile app: Tap on |
the the Menu icon (top left), SETTINGS, Email address On a tablet or mobile phone |
using on on MENU (top right), YOUR INFO, tap on PAYMENT HISTORY, LOGIN DETAILS I do not know the email address I signed up with: Please contact your child's school and ask them to unlink your child from the incorrect email address. Ask them for a new link code. Create a new account with your new email address using the new link code. |
32 23. How can I delete my SCOPAY account? |
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Note that deleting a SCOPAY account will delete the account for all children |
at linked linked to that account On a PC/laptop: Tap |
on on YOUR INFO (top right), LOGIN DETAILS (left), DELETE MY ACCOUNT (at bottom) On the SCOPAY mobile app: Tap on |
the the Menu icon (top left), SETTINGS, Delete account On a tablet or mobile phone |
using on on MENU (top right), YOUR INFO, tap |
on on PAYMENT HISTORY, LOGIN DETAILS, DELETE MY ACCOUNT (at bottom) The SCOPAY account will no longer be available to you. If you wish to subsequently reinstate your account, the school will need to provide you with a new link code. Once you have this, you should then go |
to and on on Register as a new user. |
33 24. How can I save my bank or credit card details? |
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When you next make a payment on SCOPAY, enter the new card details and then |
tap:Image Removedselect SAVE CARD DETAILS You will then need to enter a Saved Card Reference and once the payment is processed the card will be saved to your SCOPAY account under YOUR INFO, PAYMENT AGREEMENTS Next time you make a payment on this SCOPAY account, you will have the option to tap |
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USE SAVED CARD And then choose the card you saved earlier. More info on making payments, saving and removing cards is available in |
the 34 25. Can I set up alerts to let me know when balances are low? |
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Once you have created your SCOPAY account, you can set |
up to to notify you of: Alerts will be emailed to the email address used to create your |
scopay SCOPAY account. For further information, please refer to the easy |
guide 35 26. How do I register for Gift Aid on SCOPAY? |
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Once you have created your SCOPAY account, you can register for Gift Aid*, as follows: |
on Select I full full address details Click
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on on Confirm A message will be
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displayed *You will only see the GIFT AID option if your school has set up the system to receive Gift Aid donations. |
3627. How can I see what my child has been eating? |
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To see what your child has purchased in the school Canteen: |
the on All payments If you have more than one child, you can switch to another child to see their transactions. If you have any queries relating to the meal items recorded, please speak to your school. |
37 28. How do I book a Parents Evening Meeting for both/all of my children? |
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If you have multiple children linked to your SCOPAY account, to book Parents Evening meetings for them, carry out the following: |
on on PARENTS EVENING Select the meeting On a laptop or tablet, the children will be displayed side-by-side On a mobile device, the first child will be listed with available times for bookings - to display any other children, swipe across the screen, or rotate to landscape
If you have any queries relating to Parents Evening, please speak to your school. |
38 29. How do I change my Password? |
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To change your SCOPAY password: On a PC/laptop: |
on your and then the the for on On the SCOPAY mobile app: |
the the for your and then on on on your and Confirm Confirm the password Enter
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the for on If you have any queries relating to updating your password, please speak to your school. |
39 30. How do I Unlink a Child from my SCOPAY account? |
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To unlink a child from your SCOPAY account: On a PC/laptop: Tap on YOUR INFO (top right), LINK ACCOUNTS (left), UNLINK ACCOUNT On the SCOPAY mobile app: Tap on the Menu icon (top left), SETTINGS, Manage account, tap the red cross to unlink the child On a tablet or mobile phone |
using using www.scopay.com: Tap on MENU (top right), LINK ACCOUNTS (left), UNLINK ACCOUNT Your child will be unlinked. If you wish to subsequently reinstate your child’s account, the school will need to provide you with a new link code. Once you have this, you should then go to scopay.com and |
select select YOUR INFO, LINK ACCOUNTS |
and and enter the new link code |
.If you have any queries relating to updating your password, please speak to your school Info |
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If you are a parent needing assistance with your SCOPAY account, you will need to contact your child's school. Let them have your email address (not password) and description of your problem. Due to data protection restrictions, we are unable to help you directly. However, we hope the FAQs on this page will help you. |
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