Q: Why am I having problems logging in?
A: It’s important to note that passwords are case-sensitive. For example, if you
originally entered your password in all caps, you will need to do so again when
you log in. If you’ve entered your full email address, and you’ve double-checked
that you’ve entered your password with the correct case for each letter, and you
still have trouble logging in, please ensure that you have cookies enabled. Your
privacy and security settings should be set low enough to allow you to log into
most websites. To adjust these settings in Internet Explorer, please click on your
tools menu and then select “Internet Options” to adjust your privacy and/or security
settings as necessary. If you’re still unable to log in, please make sure that you’re
accessing this website directly by typing cafeprepay.com in your browser’s address
bar. Some times when people try to access the website by following a link from their
school district’s website, they encounter problems logging in.
Q: When my student begins the new school year, what must I do
to update his/her account? Will the balance transfer from year to year?
A: Important!! If your student is entering a new school within the same school
district, you must delete the current student record and then click "Add Student"
to re-add the student in the correct school. If your student is entering a new
school district, you will need to contact your old school district in regard
to a refund, as funds will not be transferred from one district to another. In all
other cases, your student's balance should follow him/her as you delete and re-add
your student. Please note: if you have scheduled your account to auto-replenish
and you end up contacting your old school district for a refund prior to the “End
Date” that you had selected when you set up your scheduled payment, this refund
will trigger another auto-replenish transaction. Therefore, you should simply make
sure to click on "Edit Scheduled Payments" and change your schedule selection to
"Not Scheduled" prior to requesting your refund.
Q: Why do I need to add students to my account? How do I add them
to more than one program?
A: Adding students to your account enables the money that is deposited to be correctly
routed to the school in your student's name. It is also a necessity if you would
like to check the current balance or participation report. Most school lunch programs
are "integrated", meaning that when you add your student to his/her school's meal
program, you will be finding the student's name from the cafeteria database. If
your school also allows you to pay for other school fees through Café Prepay, you
may either add your student an additional time via the Add Student link (and then
select the other programs of your choice, such as “Registration Fees”), or you may
click on Edit Student to update your program selections (this will only work if
you’ve already successfully added your student to another program). Some schools
use Café Prepay but are "non-integrated", meaning that all information is manually
entered. In that case, you will find that you only need to enter your student one
time, no matter how many programs you wish to select. Please contact us if you have
any trouble completing this process, and we will be happy to assist you.
Q: My student does not always use the cafeteria program, but I
don't want him/her to be without money when necessary. What program would be right
for me in terms of depositing money?
A: Some schools offer a payment schedule called "automatic replenish on low balance."
This is optimal for the student whose lunch spending varies greatly from day to
day. With automatic replenish, when the student's account balance goes below a specified
amount, then another specified amount is deposited in the student's account via
credit card. Using "automatic replenish on low balance", the student will never
run out of money in his/her account. Conversely, your credit card will not be charged
until the student's balance goes below the specified dollar amount.
Q: How soon does my payment reach my student's account?
A: All payment information is sent immediately to the school, at which point it
is the school's responsibility to input payments into the student's account. Many
schools have the ability to do this automatically, making the process very efficient,
downloading payments from our website several times a day. Some schools do not have
the internet capability to do this, so payments must be entered manually. If you
find that your payment isn't reflected in your student's balance update within 24
hours (during the normal school week), please contact the school cafeteria immediately.
Please note: At the end of each month, Café Prepay has to complete an "End
of the Month" processing report. During this time, payments cannot be processed
and could be delayed until the process is completed (this normally takes 1-2 business
Q: Can I transfer money from one student's account to another?
How do I get a refund if necessary?
A: While Café Prepay has no access to provide refunds or to move money from one
student to another (once the school has downloaded your payment), if you contact
the school directly, they should be able to transfer balances from one student to
another or refund you the account balance at any time. Please note: if you have
scheduled your account to auto-replenish and you end up contacting your old school
district for a refund prior to the “End Date” that you had selected when you set
up your scheduled payment, this refund will trigger another auto-replenish transaction.
Therefore, you should simply make sure to click on "Edit Scheduled Payments" and
change your schedule selection to "Not Scheduled" prior to requesting your refund.
Q: What is a student number (ID) and how do I know what my student's
A: The student number is basically an electronic routing number for your student
within the school. At some schools, this number may be the same as the student's
PIN number, but this is not always the case. As the student's school creates this
electronic routing number, you would need to contact the school for this information.
Q: Why can't I see my student's balance/participation report?
A: Some schools do not have the Internet capabilities for their cafeteria program
that allow for you to see either the current balance or participation report. Some
schools have the capabilities for you to view the current balance, but not the participation
report. If you are unable to see one, please contact the school, and they will be
able to give you the information.
Q: How much is the website fee?
A: There are no fees associated with viewing balances and reports through your Café Prepay account. However, if we are crediting funds to your child's Café Prepay account at his/her school, during checkout there may be a convenience fee charged to cover the costs associated with this service. Any fees will be listed in the checkout cart prior to processing your payment. Please note: If we receive a notice from your credit card company that you are disputing a charge in which funds were credited to your child's account, that account balance will be debited the original credit amount.