I have a parent who contacted me stating their bank account was debited or that the check they mailed in was already cashed but I cant seem to find that payment on their Smart account.
In most cases, parents would write down their Blackbaud Smart Family ID from a previous school year instead of the year they were intending to make the payment to, so make sure you are checking all the school years of the parent's account. If the payment was posted in the incorrect school year, please contact Customer Support to request for the payment to be transferred.
If you still do not see the payment in any school year, please advise your parent to send you proof that the payment was pulled from their account. If a check was mailed in, the parent must provide you with a copy of the front and back of the cashed check which you can then submit as an attachment to a support ticket to send to the K-12 Support for further investigation.