Parent / Payer FAQs

Your school uses esenda to take payments securely online. Here are answers to the questions parents ask us most.

Paying your school

How do I pay?

Open the payment link on your invoice or payment email. Enter your details, choose how you’d like to pay, and follow the steps on screen. You’ll receive a confirmation by email once you’ve paid.

What ways can I pay?

Depending on what your school offers, you can pay by:

• Apple Pay or Google Pay on your phone
• Card (personal debit or credit card)
• Pay by Bank, approving the payment in your own banking app
• Bank transfer, made yourself from your banking app
• International payment options, if you’re paying from outside the UK

Your school chooses which options to offer, so you may not see all of them.

Which option is quickest?

Apple Pay, Google Pay, card and Pay by Bank are instant. Bank transfers usually take one to two business days, and international transfers can take a few working days.

Can I spread the cost?

Some schools offer ways to spread the cost of fees. If your school does, you’ll see the option when you pay. For anything else, please contact your school’s accounts team.

Bank payments

Why does the account name say esenda?

Your school collects payments through esenda, so bank payments go to an account in esenda’s name. This lets your payment be matched to the right pupil automatically before it’s passed to your school. It also means your school doesn’t need to publish its own bank details on invoices, which helps protect you from fraud.

My bank has flagged the payment or asked extra questions. What should I do?

This is normal for payments to accounts your bank hasn’t seen before. Tell your bank it’s a payment for school fees to a registered business, and ask them to run a Confirmation of Payee check. You can also pay by card or Pay by Bank, if your school offers them.

Do I need to use the reference?

Yes. For bank transfers, always use the exact reference shown on screen, so your payment can be matched to the right pupil. Payments without the reference may be delayed.

I’ve made a bank transfer. Is that it?

Once you’ve made the transfer in your banking app, go back to esenda and select Payment Made. You’ll receive an email once the payment arrives.

Why can’t I pay the full amount with Pay by Bank?

Some banks limit how much you can send instantly. If your payment is over your bank’s limit, choose bank transfer instead.

Paying from overseas

Can I pay from outside the UK?

Yes. esenda shows you the payment options available in your country, and your school receives the full amount due. Make sure the country shown matches where your card or bank account is registered. Select Change to update it.

Can I pay in pounds sterling?

Yes, if you’re paying from a UK bank account or with a UK-issued card.

Card problems

Why was my card declined?

Check that your card details and billing address are correct, and that the country selected matches where your card was issued. Your bank may also have blocked the payment as a precaution, in which case contact them to approve it, or choose another way to pay.

Can I use Apple Pay or Google Pay on a computer?

They’re designed for your phone. If you start on a computer and choose Apple Pay, you can scan the code shown to finish on your iPhone.

After you’ve paid

How do I know my payment has gone through?

You’ll see a confirmation on screen, and we’ll send a copy to your email address. For bank transfers, you’ll receive an email once the payment arrives.

I didn’t receive a confirmation email.

Check your junk or spam folder. If it’s not there, check your bank statement or banking app to see whether the payment was taken. Please don’t pay again until you’ve checked.

I’ve paid the wrong amount, or paid twice. What should I do?

Please contact your school’s accounts team, who can arrange a refund or adjustment.

Security

Is paying through esenda secure?

Yes. esenda is built for schools, your payment and personal details are protected throughout, and your bank may ask you to confirm a payment as an extra layer of security.

How can I tell a payment request is genuine?

Your school will tell you it uses esenda, often on its website. If you’re ever unsure about a payment request, contact your school directly using contact details you already have, not ones in the email.

Getting help

Who do I contact?

For questions about an invoice, the amount due or a refund, contact your school’s accounts team. For help making a payment, email [email protected] with the pupil’s name and your payment reference.