We have created help centre content to guide the bill-payers at your setting through adding a payment method for Famly Pay.

Help parents and bill-payers add a payment method

To help bill-payers add a payment method, you can send them to this article


Help parents and bill-payers make a payment

To help bill-payers make a payment, you can send them to this article


Sample Famly Pay emails

Parents who have set up and use direct debit manually or automatically (active) or will receive the following emails to inform them about the progress of their DD payment. This is purely an overview, so you know exactly what parents or bill-payers receive.


The day before a DD run

Dear [bill-payer's name],

You have set up automatic payments for your account with [child's setting], and the next payment will be made on [date].

Any outstanding debt will automatically be paid using [your payment method].

If you do not wish to be charged, please go to your balance and remove the automatic payment method before [date].

If you have no due payments, you can ignore this e-mail.

Kind regards,

[the setting]



On the day of the DD run

Dear [bill-payer's name]

Your transaction is being processed and should be completed within a few days.

You have been automatically charged £[balance amount] using [your payment method] as a payment to [child's setting].

If you have any questions, please send us a message at [setting's email].

King regards,

[the setting]



0-2 days after the DD run (depends on processing speed)

Dear [bill-payer's name]

Your payment of £[balance amount] has been accepted, and the transaction is currently being processed.

You will be charged and the payment sent to [the child's setting] in approximately 2 business days ([the specific date]).

You can see the full details of your Direct Debit mandate in your payment settings in Famly or via this link: [link].

Payments made using Direct Debit are covered by the Direct Debit Guarantee: https://famly.co/famly-direct-debit-guarantee/. You can cancel a Direct Debit payment at any time by simply contacting your bank or building society.

Your payment is being handled by Famly and will appear as "Famly" on your bank statements.

However, if you have questions regarding *the invoice*, it's best to contact us at #{{the setting's email}}. If your issue is with the payments themselves, then please contact support@famly.co.

Kind regards,

[the setting]



When the DD payment is completed


Dear [bill-payer's name],

Your transaction is complete. You have been charged £[the balance amount] using BACS Direct Debit.

Bank Account: [bacs last 4 digits]
Mandate Reference: [bacs mandate reference]
Mandate Details: [bacs mandate url]

Payments using BACS Direct Debit are covered by the Direct Debit Guarantee: https://www.directdebit.co.uk/DirectDebitExplained/pages/directdebitguarantee.aspx

If you have any questions, please write to [the setting's email].

Kind regards,
[the setting]


Automatic payments by card

Dear [bill-payer's name]

You have been automatically charged £[balance amount] and your payment is on it's way to [the child's setting].

If you have any questions, please send us a message at [setting's email].

King regards,

[the setting]

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