Who this is for: school and district bookkeepers, OTR users, and administrators using Edlio Pay (OSP). Parents looking for help adding a student to their account should see Parent Help.
Where student records come from
Student records in Edlio Pay come from one of three places:
Your district's student information system (SIS): if your district has an integration, students sync automatically each night. You don't need to do anything, and changes made in the SIS show in Edlio Pay after the next sync.
Students Import: a spreadsheet you upload under Import/Export > Students Import.
Manual entry: Students > Student Information.
To see a student's record, go to Students > Student Information and search by last name.
If your district has an SIS integration, fix student data in the SIS, not in Edlio Pay. The next nightly sync overwrites student data in Edlio Pay with what's in the SIS. This includes the student ID, name, school, and grade.
Importing students
Go to Import/Export > Students Import.
Download the template. Don't rename, add, remove, or reorder its columns.
Fill it in. The school name must match the school name in Edlio Pay exactly. For example, "Camp Creek Elementary" will fail if the school is set up as "Camp Creek Elementary School."
Upload the file.
Leading zeros: Excel removes leading zeros from numbers, so a student ID like 004512 becomes 4512. Format the student ID column as Text before you type or paste IDs, and check them before you save.
If the import shows Failed, check the school name and the template columns first. If it still fails, contact Edlio Pay support with your file and the time you uploaded it.
Common problems
New or transfer students aren't showing up.
If students come from your SIS, confirm the student is enrolled at your school in the SIS, then wait for the next nightly sync.
If you add students yourself, import or enter them under Students.
Use the school filter's "all schools" view to check whether the student is listed under a different school.
A student's ID is wrong in Edlio Pay.
If students come from your SIS, correct the ID in the SIS. It updates after the next sync.
If you can't correct it on the district side, contact Edlio Pay support with the student's name, school, the incorrect ID, and the correct ID.
In Online School Care (OSC), if a student was created with the wrong ID, make that student inactive and create a new student with the correct ID.
A student shows at the wrong school or grade. School and grade come from your SIS. Correct them there, or ask your district's main contact to fix and resend the data. After rezoning or a school change, a student can still appear under the old school in OTR Receipt Entry until the data is updated. If the SIS is correct and Edlio Pay still shows the wrong school after a sync, contact Edlio Pay support.
"Student already exists" when adding a student in Receipt Entry. The student is already in Edlio Pay, possibly under another school. Search for them before adding. Student data comes from your SIS, so ask your district contact to correct it there rather than creating a duplicate.
A parent says the student ID doesn't match. The parent must enter the student ID and name exactly as they appear in Students > Student Information, including hyphens, apostrophes, and suffixes. You can search for the student by last name and tell the parent exactly how the record appears. Students that parents add to their own accounts don't appear in Student Information.
A student's grade, email, or name is blank or looks wrong. Check the record in your SIS first. Stray characters, such as a space before the ID or an extra apostrophe in the name, can create duplicate or broken records. If the SIS is correct, contact Edlio Pay support.
We need a student deleted, such as a test student or a duplicate. Staff can't delete student records. Contact Edlio Pay support with the student's name, ID, and school.
When to contact Edlio Pay support
Contact support when:
an import keeps failing
a student needs to be deleted or merged
a student needs to move between schools or childcare sites
your SIS data is correct but Edlio Pay still shows something different after a sync
Include:
your district and school
the student's name and student ID
what you expected to see and what you see instead
a screenshot