Frequently Asked Questions

Questions For MyLunchMoney Support

General

Login

Creating/Closing Accounts

Updating Information For Student and/or Parent

  • What does the warning symbol next to my student name mean?
  • How do I update my Student's Identification Number/Date of Birth/School/Grade?
  • Where can I update my email address?
  • Funding/Payments

    Email Notifications

    Meal History/Meal Controls

    Questions For Your School Cafeteria Manager

    Student Account Access

    Refunds/Transfers

    Purchases made To Student Account

    Meal History/Meal Controls

    Answers

    Why should I use MyLunchMoney?

    For over 10 years, MyLunchMoney (now operating as part of Heartland School Solutions, a division of Heartland Payment Systems) has been committed to developing products and services that provide convenience to parents and districts nationwide. Our mission is to empower school foodservice programs to be financially and nutritionally accountable by providing technological and operational expertise. We are deeply committed to making your experience with MyLunchMoney a pleasant one.

    “Thanks for the info, and for a fabulous program!!!! You took the stress out of school lunches.”
    -- Yamel L., Seminole County, FL

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    Can I speak to a “Live Person” if I have questions about my account?

    We understand the importance of speaking to a “live person” when you have questions about your account and we make it easy for parents or administrators to get help with their account quickly and easily. MyLunchMoney provides a full service staff of live representatives ready to assist parents and school administrators Monday through Friday from 8:00 am to 7:00 pm EST. To contact our Customer Support Team please call 1-800-479-3531.

    “This is an excellent program, now I don't have to worry about my daughter losing her money!”
    -- Jovonda D., Duval County, FL

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    How do I know if my student’s school is participating?

    If you are not sure if your school is participating, you can use our “Register For An Account” button located on our home page. You will be prompted to search for your school by entering your zip code, or the zip code of the school or district. A drop down for participating districts within that zip code will be revealed. Select your district and all schools within the district will then be displayed. If your district and/or school do not appear in the results, click the Contact link located at the top of the home page. Fill out the form located on this page (be sure to include your school district and school name information) so that we may contact them about our service.

    “Thank you sooooo much. This service is exactly what my household needed!”
    -- LaNette R., DeKalb County Schools, GA

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    Is there a fee for using this service?

    There is no cost to use our basic services which include viewing student balances and meal history, receiving low balance notifications and many districts provide the option to set daily or weekly spending limits for your students. If you choose to fund an account online, some districts may charge a small service fee for each payment made. All fees will be displayed at the time of payment and prior to completing the transaction. The service fee will be applied to each school site listed on the account. If all of your students are attending the same school then the fee will only be applied once provided you fund all students at the same time.


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    Why am I not able to make menu selections from my mobile device?

    We apologize for any inconvenience, but at this time, we are not compatible with many mobile devices that do not support Flash technology or the iPhone/iPad. A mobile website may be available in the future. Please keep in mind that our website is the most secure prepayment processor for lunch funds, and as such, have designed our website based on Mac or PC internet browsers. If you would like to request for this site to be compatible with mobile devices, please feel free to select the Contact link at the top of the webpage. When sending your e-mail request, please title the e-mail “MOBILE COMPATIBILITY REQUEST”.

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    What is My Stores?

    The My Stores selection now gives you a on-stop location to make school related purchases and donations online for items such as yearbooks, athletic fees, prom tickets, spirit wear and more! With the convenience of Student Store, you will have a quick and easy method for payment and donation, without the fuss of sending cash and checks to school.

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    How do I locate an online school store?

    To locate a store, enter the zipcode of the school or district and click the search button. If there is an online store you will receive a link in the My Stores section. Simply click on the link and you will be directed to the online store where you can view and purchase any items for sale.

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    Do I need to have a student attending the school store where I want to shop?

    In many school stores you are not required to have your student enrolled. The stores are open to parents, grandparent's even alumni.

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    What if I have a question about my purchase?

    All questions regarding purchases made in an online store will need to be directed to the school business office in which the online store is located.

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    How do I cancel an order?

    All questions regarding cancelling orders will need to be directed to the school business office in which the online store is located.

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    What if I receive a wrong or damaged item?

    All questions regarding damaged or incorrect items received will need to be directed to the school business office in chich the online store is located

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    What information is displayed under My Purchases?

    All orders that are purchased in an online school will display in the My Purchases section. You will be able to view the order history by selecting the order number link.

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    How do I pay for online store purchases?

    You can use your existing payment methods on the account or add a new payment method before you check out.

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    I forgot my username and/or password. How can I retrieve that?

    Not a problem! If you have forgotten your username or password, you can retrieve this information by clicking the “Forgot Login” and “Forgot Password” links on the home page. After providing the requested information, you will be prompted to establish a new password. If you are still having trouble retrieving your password, you can request this information by sending an email to our support team by clicking on the Contact link on the Parent homepage. Complete the contact form; select Support as the department, then click submit to send your message. You can also contact our customer support team at 1-800-479-3531.

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    My account is locked, how can I unlock it?

    If you receive a "Locked Out" message, you have three options:

    • Waiting 30 minutes for the account to be automatically unlock.
    • Contact us by email (Select the Contact link located at the top of the homepage and complete the Contact Information form. You will need to select Support as the department. If you are not emailing from the registered email address, please include the registered email address in the body of your email.
    • Call our Customer Support team at 1-800-479-3531. Our support team is available Monday through Friday from 8:00 am to 5: pm EST.
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    How do I create an account?

    To create an account on MyLunchMoney click on the “Register For an Account” button located on the home page of the website. Enter your five digit zip code or the zip code of the school or district your student attends. A listing of all Districts within that zip code will be displayed in a drop down box. Locate your district and subsequent school from the drop down boxes and click submit. You will be prompted to create an Administrator account (parent account) enabling you to add your students on the account. The next step is to add students by providing the requested student information consisting of the Student Identification Number (most times not the pin number) along with the student's date of birth, School Name and Grade. Once this information is entered you should be able to view current account information on your student within 24 to 48 hours. If you choose to fund your student or student’s account immediately, select the Fund>Fund Students. All payments made to your student or student’s account will be available at their school within 24 to 48 hours.

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    How do I close my account?

    If you would like to close your account, we recommend the following steps: login and delete any students by navigating to Account>Remove Students. Delete your credit cards by selecting Fund>Payment Info and clicking the red X besides each card. This will stop any and all updates and email notices. MyLunchMoney is periodically required to send compliance notices even to inactive users, so you will receive such notices in the future. To prevent such compliance notices from being sent to you, you will need to remove your e-mail address from the account and replace it with something else; this can be accomplished by inserting a “z_” in front of your email address.

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    What does the warning symbol next to my student name mean?

    If you see a warning sign next to your student’s name on the homepage, use your mouse to hover over it to read the tool tip. If it displays Invalid Student ID, please review the number you have entered for your student. If it is correct you will need to contact the School District to determine if they have the same Student ID in their system. If the tool tip displays Invalid Date of Birth, please verify the date of birth on the account. If it is correct you will need to contact the School District to determine if they have the correct date of birth in their system.

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    How do I update my Student’s Identification Number/Date of Birth/School/Grade?

    If you need to make changes to your student’s information, click the desired student's name on your Parent homepage. You will be taken to a page containing your Student Information which includes the Student ID, Date of Birth, School Name, District and Grade. Make any necessary changes to the applicable fields then click the SUBMIT button to update. The changes will apply immediately.

    “Thank you for the prompt reply - you have the best Customer Support team!”
    -- Susan K., Washington School District, Phoenix AZ

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    Where can I update my email address?

    To make a change to your email address, scroll over the Account link on the Parent Homepage and then select Edit Account. Make changes to the email address and select Submit. The changes will apply immediately.

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    How do I make a payment?

    Log on to your account and you may either click the "Fund Students Now" button on your parent homepage, or scroll over the Fund link on the parent homepage where you will be able to choose from the two options displayed, Fund Students or Smart Pay.

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    Why are the Fund Student and Smart Pay setting links grayed out?

    The Fund Student and Smart Pay links are not active until you enter a credit/debit card into the system. To enter a credit/debit card scroll over the Fund link and then select Payment Info. Once your card has been entered, the links will become active.

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    What is "Smart Pay"?

    Smart Pay is a service designed for busy parents that want to make sure their student always has money in their account but may not always have time to constantly check their account balance. Smart Pay allows parents to set their student’s accounts to automatically replenish when the account balance gets low and also sends an email notification to the email on file after the account has been funded. The amount you select as the Low Balance trigger should be sufficient to cover 3-4 days of lunches to accommodate for the time it takes the school to update the balance to our website. NOTE: Double check the low balance amount to make certain it is less than the amount you are withdrawing from your account.

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    How do I use Smart Pay?

    Smart Pay will setup automatic withdrawals from your credit/debit account based upon a low balance limit you will set. To begin using Smart Pay, scroll over the Fund link on the parent homepage and select Smart Pay. Select the amount you would like to fund by choosing a button with a pre-set amount or, enter your own amount in the custom box. The next step is to enter a dollar amount that you choose in the low balance box (we recommend the equivalent to 3-4 lunches). This amount is the trigger for the automatic payment to fund. By entering a dollar amount here, you are agreeing that when your student’s lunch account reaches this low balance amount, it will cause a payment to be withdrawn from your credit/debit card and be sent to the school. Click Continue and follow the prompts. Once your authorization number appears, your Smart Pay Settings have been saved. By selecting continue you will be able to view the pending prepayment amount on the Parent Homepage. You will also see a smart pay symbol of two green arrows beside your student’s name. This indicates Smart Pay is active.

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    How do I turn off Smart Pay?

    To turn off Smart Pay on your account, select Fund then Smart Pay from the navigation menu. Click the Off radio button next to your student's name. Click the submit button to apply your changes.

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    What is Pay As You Go?

    Pay As You Go payment option allows you to make a single payment each time your student’s lunch account gets low.

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    How do I use Pay As You Go?

    Go payment option, scroll over the Fund link on the parent homepage and select Fund Students. Choose the Pay As You Go option and Continue. Select the amount you would like to fund by choosing a button with a pre-set amount or, enter your own amount in the custom box. Select Continue and follow the prompts. Once your authorization number appears, click Continue and you will be able to view the pending prepayment amount on the Parent Homepage.

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    Why is my balance not updating?

    To ensure that your payments are applied successfully, we use a two part verification system that confirms the Student Identification Number and date of birth you have entered on the website. If this information does not match the school’s records, your transaction will be voided and you will receive an email asking you to verify your account information. If you must make changes to your student’s account, click your student’s name on the parent homepage. You will be taken to a page containing your Student Information which includes the Student ID, Date of Birth, School Name, District and Grade. Make any necessary changes to the applicable fields then click the SUBMIT button to update. The changes will apply immediately.

    If the student information has been verified yet the balance is still not updating, the account may need to be reset. If the cafeteria has confirmed a balance that is different from the balance being displaying on the website, contact MyLunchMoney Support. NOTE: The cafeteria will always have the most current information.

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    What does Pending status mean? What does Funded status mean?

    After you fund your student online, you may see a pending status displayed on the parent homepage. This indicates the funds have not yet reached your student’s lunch account. All payments should reach your student’s account within 24-48 hours from the time you made it online. If you see a pending status for longer than 48 hours, please contact MyLunchMoney support.

    If you see a status of Funded, this indicates the payment has reached your student’s lunch account and your credit/debit card has been successfully charged.

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    I received an email that my payment failed because of Invalid DOB/Student ID. What should I do?

    If you recently received an email stating your prepayment failed due to an Invalid Student ID or Date of Birth, this means the information you entered on your student’s account does not match the information the school has in their system. Log on to your account and select the student name that you attempted to fund. You will be directed to the Student information page. Verify the Student ID and/or Date of Birth is correct. If it is correct on the website, contact the school directly and have them verify information in their system. Once the school corrects the information, you will be able to fund the account again.

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    I received an email that my automatic payment failed. What should I do?

    If you recently received an email stating your automatic payment failed, please log on to your account and make any changes required to your credit/debit card or student account. When an automatic payment fails, it turns off the Smart Pay settings and will not automatically re-enable. You will need to turn this back on manually. Select Fund>Smart Pay from the menu and enter the amount you want to pay and the low balance trigger and click continue to start the Smart Pay service again.

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    How do I change/remove my credit/debit card information?

    To update, change or remove your credit/debit card information, please log into your account and scroll over the Fund link on the Parent home page, then click Payment Info. Delete any credit/debit cards that will no longer be used on the account and select the Add Credit Card button to add a new one. Please be sure to reactive your smart payment settings and/or reauthorize a payment if needed.

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    What credit cards does MyLunchMoney accept?

    At this time MyLunchMoney accepts Visa, MasterCard and Discover credit/debit cards. We hope to accept other major credit cards in the near future.

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    How safe is my credit/debit card information?

    MyLunchMoney is a web-based application, and as such, uses HTTP as the underlying communication protocol between our website and school. To ensure the protection of all information stored on our website, all on-line transactions for MyLunchMoney are handled with industry-standard SSL encryption certified by VeriSign. (You can view our home page for detailed information regarding VeriSign certification).

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    When is my credit/debit card actually charged?

    Your credit/debit card is charged only after data has been verified at the school level, which results in an update of your balance on the website (within 24-48 hours). Once you have funded your student’s account on the website and received an initial payment approval, your payment will be held in a “pending status” at your bank until we have verified your student’s ID number and date of birth against school records. Once we have verified the information, your credit/debit card will be charged. You will receive an email if any problems arise during the verification process.

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    Can I pay with a check or money order?

    MyLunchMoney is an on-line payment website and we do not accept checks or money orders. Any check or money order mailed to us will be mailed back to the sender.

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    What is a chargeback?

    A chargeback occurs when a parent disputes a credit card sale and receives a refund (or credit) from the Credit Card Issuer.

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    How will my student's account be affected by a chargeback or credit card dispute?

    Please note that chargeback processes may vary based on your school district. When MyLunchMoney receives a chargeback notification, the chargeback amount may be deducted from the student’s lunch account along with a $15 bank processing fee. Any service fees originally charged, if applicable, will also be removed from the student’s account balance. If there are not enough funds available in the student’s meal account to cover the chargeback amount, the student’s account may remain in negative standing until this amount is paid. To prevent any interruptions to your student’s account, please contact MyLunchMoney Support to discuss any discrepancies on your account or bank statement prior to requesting a chargeback through your bank or card company.

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    Will I be notified when my student’s account balance gets low?

    Yes. You can select the option to be notified via email when your students balance drops below a specific amount set by you or by your district. This reminder helps parents fund their student’s account without interrupting meal purchases. To begin receiving Low Balance Notification emails, scroll over the Account link on the Parent homepage, then select Edit Account. The “Email Notification Settings” are located beneath the Security Question and Answer boxes. Select the check box to begin email notifications. Set the low balance amount by entering a dollar amount in the text box. Emails are sent out three times, each one with a distinct First, Second and Final Notification heading. If you have not had the opportunity to increase your student's balance above the Low Balance amount, after you have received the Final Notification, there will be no additional emails sent. Once the account has been increased above the Low Balance limit, the email notifications will begin again. (Please note you will receive a notice on the page if you attempt to set the low balance amount lower than the default district setting.)

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    Will I be notified when my credit/debit card expires?

    Yes, MyLunchMoney offers parents the option of being notified before credit card expiration. Under our “Email Notification Settings”, you can select the option to be notified 30 days before your credit card expires. The “Email Notification Settings” are located beneath the Security Question and Answer boxes.

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    How do I stop email notifications on my account?

    To stop receiving the low balance email notifications, please log on to your account and scroll over the Account link on the Parent homepage, then select Edit Account. The “Email Notification Settings” are located beneath the Security Question and Answer boxes. Uncheck the notification you want to stop receiving and click Submit to save your changes.

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    Can I view my student's spending history?

    Meal history is available in most districts. Scroll over the Reports link located on the Parent homepage and select Meal History. Parents can view fourteen (14) calendar days of meal purchases. If your district is not participating in Meal History, contact your student’s Cafeteria Manager and request an Account History Report. This will display your student’s meal purchases.

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    Why can't I see any Meal History?

    If you receive a message stating that meal history is not available in your district, please contact your school cafeteria to request an Account History Report, which gives itemized details of purchases and prepayments to your student’s lunch account. If your district does participate in displaying meal history, and you are not able to view meal history on one or more of your student's accounts, please contact our customer support office at 800-479-3531 or email us by selecting the Contact Link on the Main Page and filling out the Contact Info box. Please note there are some Districts that display Meal History on their own District website and do not upload this information to MyLunchMoney.

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    What items are displayed on the Student Meal History Report?

    The Student Meal History Report displays the school meals and/or snacks your student has purchased at school along with the price charged in both cash and account purchases. This information is communicated to us directly from your student’s school and is posted on the MyLunchMoney site for parent’s to view. For further clarification on any items viewed in this report, or to discuss any discrepancy with a purchase, please contact your student’s school Cafeteria Manager directly.

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    Can I set my student's account up for money to be used for “Meals Only?”

    At MyLunchMoney we realize the importance of nutrition for today’s youth and we are committed to providing ways to help parents make sure their student enjoys healthy meals at school. Parents can set their accounts to be used for “Meals Only” or to include snacks and a la carte items. NOTE: This option is available in most districts. For those districts not offering this option, on our website, you will not be provided with a link to Meal Control settings. If you do not see this link, Meal Control settings have been disabled in your district. Please contact the district directly and ask if they are able to setup meal control settings at your student's school.

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    Can I set spending limits for my student?

    Yes, to help parents manage their student’s spending, MyLunchMoney offers a spending limit option. Under our "Meal Control Settings", parents can set daily or weekly spending limits on their student’s account. The spending limits will apply to the entire lunch purchase or the main lunch meal only. At this time spending limits for a la carte purchases only are not offered. NOTE: This option is available in most districts. For those districts not offering this option, on our website, you will not be provided with a link to Meal Control/Spending Limit settings. If you do not see this link, Meal Control/Spending Limit settings have been disabled in your district. Please contact the district directly and ask if they are able to setup meal control settings at your student's school.

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    How do I obtain my Student's Identification number?

    The Student Identification Number is provided by your student's School District and can be obtained by calling your school office or cafeteria. In most cases, it is located on recent registration documents or report cards and is most often 5-10 digits in length.

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    How will my student access his/her MyLunchMoney account at school?

    Your School District decides what method your student will use to obtain access to their lunch account funds. In many cases your student will be issued a pin number or a swipe card. Please contact the Cafeteria Manager at your student’s school for further information.

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    Where does my student receive his/her Pin number or card to access the lunch account?

    Your student should receive the Pin number of card from the Cafeteria Manager at the school. You can contact the school Food Service department of the district to determine what method your student will use.

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    How do I request a refund?

    Please contact your student’s Cafeteria Manager or Food Service department to request a refund. All funds are physically located at your student’s school and do not reside with MyLunchMoney. Please make sure to disable the Smart Pay settings before requesting a refund. To disable your Smart Pay feature, select Fund and Smart Pay located on the home page and select the OFF button. Be sure to delete any low balance amount and click Submit to save the changes.

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    Can I transfer money from one student to another?

    Transfers are handled by the school district according to their policies, not by the MyLunchMoney website. Contact the Cafeteria Manager or Food Service department at your student’s school and request the transfer from them directly. Please make certain to disable any Smart Pay settings prior to requesting a transfer to prevent a payment from withdrawing from your account. Please note transfers cannot be made from one District to another District. If your student moves out of the district you will need to contact the Cafeteria Manager directly to request a refund.

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    Will my student's balance carry over to next year?

    In most cases, the funds in your student’s account will carry over to the next year. However, this feature is at the discretion of your student’s School District. Please contact your student’s school for information regarding this policy. If your student moves into or out of a district, balances will not carry over and you will need to contact the School Cafeteria or Food Service office of the district to request a refund.

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    Will I receive a refund if my student graduates or moves to a new district?

    Refund policies vary from District to District. Please contact your student’s school for information regarding this policy. If your student is currently active with Smart Pay settings, please be sure to disable this setting prior to requesting a refund. To disable your Smart Pay feature, select the Fund and Smart Pay on the home page and select the OFF button. Be sure to delete any low balance amount and select Submit to save the changes.

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    My student did not eat lunch today but the account was charged anyway. What should I do?

    If there are discrepancies on the account involving meals purchased in error, contact the school Cafeteria Manager directly or the Food Service office of the district.

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    My child was charged for an extra item. What should I do?

    If there are any discrepancies on the account involving meals purchased in error, contact the school Cafeteria Manager directly or the Food Service office of the district.

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    How do I apply for Free and Reduced Lunches?

    Contact your student's Cafeteria Manager or the Food Service department at your student's school. Free and Reduced Lunch programs are handled by the School District directly, not through MyLunchMoney.

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    What do the lunch menu item abbreviations really mean?

    To find out what the abbreviations on the Meal History Report stand for, contact the school Cafeteria Manager or Food Service office of the district. Each school maintains their individual listings of food items.

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    How can I view more than 7 days of Meal History for my student?

    MyLunchMoney currently receives only seven calendar days of meal history from your student’s schools. If you would like a lengthier history, please contact your student’s Cafeteria Manager and request an Account History Report. This report provides an itemized detail of all account activity dating back to the beginning of the current school year.

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    Where can I view a lunch menu or meal pricing?

    Contact the school Cafeteria Manager or Food Service office of the district to obtain information on current or upcoming lunch menus as well as meal prices. Many districts offer a website for parents to view this information.

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    How can I set meal controls if they are greyed out or not viewable in my District?

    If meal controls are greyed out or a messaging that meal controls are not viewable in your district is displayed, please contact your students District Food Service office to apply meal controls or make changes to the existing ones.

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