Account Suspension for Non-Payment (Platform Billing)
This is about Fees101 being unpaid, not about you choosing to leave. If you're looking to close your school's account on your own terms, that's a completely different, voluntary action — see Exporting Your Data and Privacy Settings.
The escalation ladder
When a monthly platform-billing charge fails (or a bank-transfer payment doesn't arrive by its due date), Fees101 doesn't suspend the school immediately. Status moves down a ladder based on how many days overdue the charge is:
- Active — current, or the overdue charge is being retried.
- Payment due — up to 7 days overdue. Nothing restricted yet.
- Grace — 8 to 14 days overdue. Still nothing restricted, but this is the last stretch before suspension.
- Suspended — more than 14 days overdue (i.e. from day 15). Access to the app is hard-blocked at this point.
What a suspended school sees
Anyone who tries to sign in (or is already signed in and tries to load a page) gets bounced to a dedicated "this school is suspended" screen instead of the app. What that screen shows depends on who's looking at it:
- Anyone who isn't the owner sees a short message that access is paused for non-payment and only the owner can resolve it, with a sign-out button. There's nothing for a non-owner to do here — this is deliberately an owner-only fix.
- The owner sees the actual outstanding amount, an account number and bank name to transfer it to, and — if the school's normal method is a mandate — a button to reconnect a payment method on the spot.
How the owner resolves a suspension
Sign in as the owner — the suspension screen shows the outstanding balance and a transfer account automatically.
Either transfer the outstanding amount shown to the account given, or, if the school's method is a mandate, choose "Reconnect payment method" to run a fresh small verification charge and re-establish a working mandate right from this screen (see Switching Between Mandate and Bank Transfer Billing for what that charge is).
Access restores automatically the moment the payment is detected — there's no manual "unlock" step for Fees101 staff to perform, and no need to wait for a specific support reply.
The transfer account offered here works the same way regardless of whether the school's normal collection method is a mandate or bank transfer already — it's a one-off way to pay what's owed right now, and it doesn't by itself change which method is used going forward.
Why automatic retries eventually stop
For a school on a mandate, Fees101 keeps retrying the failed monthly charge automatically for a while — but not forever. Once a charge has been unpaid for more than 60 days, Fees101 stops attempting it automatically; by that point a mandate that's still failing is overwhelmingly likely to be genuinely dead (expired, cancelled, or the account closed) rather than a timing fluke, and retrying further mostly just racks up failed-charge attempts against Fees101's own payment-processor standing for no benefit. The school is already suspended from well before this point (day 15) either way, so this cutoff doesn't change how long you've been locked out — it only stops the automatic retry loop. From there, reconnecting a payment method (or paying by transfer) is what actually restores access, not waiting it out.