Who this is for: parents, guardians, and students paying school fees and buying school items online with Edlio Pay (also called OSP or Online School Payments).
Who to contact
Contact your school for:
Which items or fees you owe, prices, and amounts
Your student's ID number
Refunds, returns, and pickup of items
A fee or option (like aftercare) that isn't showing for your student
Contact Edlio Pay support for login problems, error messages, and finding a receipt or charge. Edlio Pay processes payments for your school. We can't change school fees or issue refunds for school purchases.
Finding your school's payment site
Use the link from your school, or find your district at osp.osmsinc.com/DistrictLookup.
If the web address has "Portal" in it, you're on the staff site. Parents use the store address without "Portal."
Some districts manage parent logins through their own district portal (for example, Miami-Dade County Public Schools). If yours does, contact your school or district for login help.
Logging in
Do I need an account? You need an account to pay for anything linked to a student, including fees under Pay Obligation. Edlio Pay doesn't assign usernames; you create your own account. Select your district and create an account, or start checking out a student item and you'll be asked to create one.
I forgot my password or username. Select Forgot Username and/or Password on the login page. We'll email you a link. Check your spam or junk folder. If no email arrives, contact Edlio Pay support with your school district (or school name and state), the link to the site you're using, and the email address on your account.
I paid before but my orders or students are missing. You may have two accounts with different usernames under the same email. Each order and student stays on the account you used at the time. Try a password reset for each username to find the right one, then keep using that account.
Can my family share one account? Yes. You can share an account or each create your own.
Adding or removing a student
Add a student: during checkout, select Add Student Profile on Step 1. Or go to Your Account > Student Profile > Add Student Profile. In the mobile app, open the menu (≡) and choose Add Student. You can add more than one student to the same account.
"Student ID not found" or "does not match." The student ID and name must match the school's records exactly, including hyphens, apostrophes, spaces, and suffixes like Jr. or III. If you entered something wrong, delete the student from your account and add them again. If it still doesn't match, ask your school to confirm the student ID, the exact spelling, and that your student is enrolled in the school's records. New students can take about a day to appear after the school enrolls them.
Remove a student: go to Student/Employee Profile in your account and delete the student. Past orders still show the student's name, because completed orders can't be changed.
I can't find what I need to pay
School fees and balances owed are under Pay Obligation in the blue menu bar. Choose your student and the fees owed will appear.
Store items are listed under your school. Select the category (for example, Elementary), then the school.
Items, fees, and options like aftercare only appear after the school sets them up, and some only appear for students enrolled at that school. If you don't see something, contact your school.
Errors at checkout
I got an error. Did my payment go through? An error doesn't always mean the payment failed. Before trying again, check your bank or card account for the charge, then log in and check your Order History. If the order is there, it was successful. This avoids paying twice.
If it didn't go through, try these steps:
Use Google Chrome on a computer, or open a private/incognito window.
Clear your browser's cache and cookies, or try a different device or network.
Make sure the billing address you enter matches the address your card company has on file. A mismatch can cause a decline.
If the error continues, contact Edlio Pay support with the exact error message, a screenshot, and the order number if one was shown.
Receipts and charges
Where is my receipt? You get a receipt by email after you place an order. You can also log in and view or reprint it from Order History. If you checked out as a guest, your confirmation email is your only receipt, so keep it.
I don't recognize a charge. Your card statement shows the payment with your school's name. Check whether someone in your household bought spirit wear, a ticket, a donation, or a school fee. If you still don't recognize it, contact Edlio Pay support with the date, the amount, and the last four digits of the card.
The school says my fee is unpaid, but I paid. Send the school your receipt or order number. If you paid the school some other way (cash, check, or directly to a program), ask the school to apply it to your student's balance.
Refunds
Refunds for school items and fees are issued by your school, not Edlio Pay. Contact the school's bookkeeper or front office for any of these:
You paid twice.
You bought the wrong item or paid for the wrong student.
You paid the wrong school.
Your student left the school or an activity was canceled.
Payments can't be moved between schools or students. The school refunds the payment, then you pay again for the correct one. Processing fees are not refundable.
Refunds go back to the card you paid with. After the school issues it, your bank may take several business days to show it. If the school confirms the refund was issued and you still don't see it, contact your bank.
If you don't recognize a charge or were charged twice, contact your school before disputing it with your bank. A school refund is usually faster than a bank dispute.
Recurring (automatic) payments
Automatic payments are only available for items your school has set up as recurring. When you buy one, you'll be asked to keep a card on file.
The first payment is charged at checkout. Later payments are charged on the billing day you chose, so you may see two charges close together the first month. That isn't a duplicate.
To cancel, log in and go to Recurring Payments in your account. Choose Cancel All Payments, or remove the card on file.
If a recurring payment is still charging but you don't see it, it may be on a different username. See "orders or students are missing" above.