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How to Troubleshoot Student Card Issues

This guide explains how parents, schools and suppliers can troubleshoot a student card that is not working at the point of sale.

 Student cards may not work if the card details are incorrect, the card is linked to another account, there are insufficient funds, or a spending limit has been reached. 

Before You Begin

Please check that:

  • The student has an active Flexischools profile.
  • A card is linked to the student’s profile.
  • The student has their physical card available.
  • A staff member can access the POS Admin Menu, if testing is required.

Step 1: Check the Card Number Linked to the Student

  • Confirm whether the card number linked to the student’s Flexischools profile is correct using the School Portal.

  • If the card number is correct, check that the card number recorded against the profile in the School Portal matches the student’s physical card.

Step 2: Test the Physical Card at the POS

A school or supplier staff member can confirm the card number using the Test Card function:

  1. Open the POS Admin Menu.
  2. Select Test Card.
  3. Tap the student’s physical card on the POS.
  4. Take a clear photo of the card number displayed on the POS screen.
  5. Send the photo to Flexischools Support for review.

This allows our team to compare the number stored in the system with the number encoded on the physical card.

Important: Please make sure the photo clearly shows the card number displayed on the POS screen. Do not include unrelated student or account information.

Step 3: If the Card Number Is Correct

If the physical card number matches the number recorded in the school portal, check the following:

  • Has the card worked previously?
  • Are there any recent successful transactions?
  • Is there enough balance available for the purchase?
  • Has a daily or category spending limit been reached?
  • Is the card showing as active?
  • Is the purchase permitted under the account’s spending settings?

If the card is linked, active and showing the correct number but still does not work, the issue may relate to the physical card or the school’s card-management system.

Canteen staff or parents should contact the school’s IT department that manages the physical student cards and can perform further troubleshooting.

Step 4: If the Card Number Is Incorrect

If the number displayed on the POS does not match the card number linked to the student’s profile, the physical card may be connected to a different Flexischools account.

If the card is linked to another parent or account holder

The enquiring parent should contact the other parent or account holder and ask them to reach out to Flexischools Support. We will need the other account holder’s consent before the card can be removed from their account or transferred.

 

Contact Flexischools Support

If further assistance is required, please provide:

  • The student’s name.
  • The student’s school.
  • A brief description of what happens when the card is used.
  • Whether the card has worked previously.
  • A clear photo of the card number displayed using the Test Card function.
  • Details of any error message displayed on the POS.