Who this is for: school staff, district staff, and parents who need help with Edlio Pay (OSP).
Who to contact
Edlio Pay processes payments on behalf of your school. Some questions can only be answered by the school or district, so contacting the right place first saves time.
Parents: contact your school for:
What you owe, prices, and which items are offered
Your student's ID number or enrollment
Refunds, returns, and item pickup
Contact your district for:
Logins managed through a district portal or single sign-on (SSO). Edlio Pay support can't reset those passwords.
Student data that comes from your district's student information system, such as name, ID, school, and grade
The Edlio Pay link or tile in your district's student or staff portal
Other district systems, such as your student information system or accounting software
Contact Edlio Pay support for:
Login problems with an Edlio Pay username and password
Error messages, pages that won't load, or a payment you're not sure went through
Finding an order, receipt, or charge
Staff accounts, school setup, bank account changes, and features only support can turn on
How to reach Edlio Pay support
Email: helpdesk@osmsinc.com
Staff: you can also submit a ticket from the chat in your Edlio Pay portal.
Please send one request per issue, and reply on the same email thread when you follow up.
What to include
Support usually needs these details to find your account. Including them in your first message avoids back-and-forth.
Always include:
Your school district (or school name and state)
The link to the Edlio Pay site you're using
The email address or username on your account
A screenshot and the exact wording of any error message
Then add the details for your issue:
Login or password: what happens when you try to log in or reset your password, and whether the reset email arrived (check spam first).
A payment or charge: the order number if you have one, plus the date, the amount, and the last four digits of the card.
A student: the student's name, student ID, and school.
A product or report (staff): the product name or activity number, or the report name and the date range you used.
A deposit or statement (staff): the school, the statement date, and the amounts you expected and received.
An import (staff): the file you uploaded and the time you uploaded it.
A school or account change (staff): see Requesting School, Location, and Account Changes for what to send.
Keep your information safe
Never send a full card number, card security code (CVV), or Social Security number. The last four digits of a card are enough.
Send bank account changes only with the signed ACH Update Form. See Deposits, Statements, and Bank Account Changes.