We take Data Protection very seriously in order to ensure that our data and the records of the users of our systems are secure. Whilst we are committed to providing our customers with an efficient and pleasant support experience, due to data protection we cannot take calls or emails from individual parents as we are unable to validate their authenticity or right to access a particular child’s account. Instead we ask that schools raise queries with us on behalf of your parents.
Below you’ll find some answers to common parental queries
Request to reset a password:
Parents should use the "I've forgotten my password" button on the main login screen. They will be asked for their registered email address and will receive a link by email. Emails will only be received to email addresses that are registered to scopay.com.
If they do not receive the email within a few minutes then double check the email address that they are entering to ensure it matches their registered scopay.com address and ask them to check their spam/junk folder. You can check the correct address via the steps below:
Configuration > Account Configuration > Online Users > Pupil List - the email address will display under the name of the pupil. If no address is listed, then the pupil is not yet linked to an online user.
Payment Page Security Tasks - I am not a robot:
Worldpay made changes last year to the security on their payment pages through the introduction on CAPTCHA tasks. Schools should have received notification from Worldpay relating to these changes, but we are aware that some parents are being caught out especially those who may be using older browser versions.
Below is a message from Worldpay
As part of our ongoing commitment to our customers' security, over the next few days we're adding a CAPTCHA to our payment pages.
What is CAPTCHA?
A CAPTCHA helps to prevent high volume automated attempts to process illegitimate payments through your website. It does this while letting your valid users pass through with ease.
Your customers will be asked to tick a box before they can proceed with their order.
What does this mean for me?
As a customer using our standard payment page with no or minimal customisation, you don’t need to do anything as the CAPTCHA will be automatically added to your payment page.
If you need more information or have any questions, please contact us on 0345 761 6263, we're open 24/7, 365 days of the year.
CAPTCHA supports the two most recent versions of the main web browers on PCs and mobile phones. Parents experiencing problems may need to upgrade their browser software - this link might be helpful: https://support.google.com/recaptcha/#6223828