If the parents encounter an error message while making a payment in the app, please don’t worry—this issue can usually be resolved with a few simple steps.
Here’s what to do:
Check their registered details
Make sure the mobile number and email address they’re using is valid. You can confirm those information with the parents directly or check their details in the Student module.
Here are examples of valid formats for mobile numbers and email addresses:
Mobile Numbers:
60123456789 (10 digits after the country code)
601112345678 (11 digits after the country code)
Email Addresses:
If your details are correct but the error continues
Sometimes, even when the mobile number and email address are valid, the error may still appear. In this case, please reach out to our Customer Support team.
To help us resolve the issue faster, kindly provide:
A screenshot of the error message
The student’s name
The invoice number
The guardian’s mobile number
Our team will look into it and get back to you as soon as possible.
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