Welcome to the sQuid help page

Here you'll be able to find useful help videos, frequently asked questions (FAQ's) and the link to the customer contact us form.

Help videos

How to register with sQuid

How to Top up your sQuid account

How to pay for School Dinner Money

How to pay for School Trips & Offers

How to update a payment card when you have Auto top up enabled

How to remove a stored payment card

How to replace a stored payment card

Frequently Asked Questions (FAQ's)

If you need help using your sQuid account or the sQuid web site, then please check the Frequently Asked Questions below.

What does "To Collect" mean?

After you complete a top up, the funds will show as "To Collect" on your account before being credited to your balance.

To collect the funds:

  • sQuid card users: Present and hold your sQuid card to a sQuid reader on site. The funds will then be loaded on to your sQuid card.
  • Biometric users: When the catering system next connects to sQuid, the funds will then be made available.
I have forgotten my login details. What do I need to do?

If you have forgotten your username, please click on the ‘Forgotten Username’ link on the login screen. An email will then be sent to your registered email address with your account username.

If you have forgotten your password, please click on the ‘Forgotten Password’ reset link at the bottom of the login screen. An email will be sent to your registered email address with instructions to follow to change your password.

I have not received a 16 digit sQuid number to register my online account. What do I do?

The sQuid registration numbers are issued directly by the school. Please contact the school’s catering department who will be able to provide your 16 digit sQuid registration number and 3 digit CVV number so you can create your online sQuid account.

I am trying to register a new account but when I select next, nothing happens?

Please ensure that you have completed all mandatory fields marked with an asterisk (*). Please ensure the username is as unique to you as possible and therefore could not have been used by another sQuid user. Please also ensure that you have opened and read the Terms & Conditions as well as ticking the checkbox to confirm that you have read and agreed to our Terms & Conditions.

Can I register more than one sQuid Registration Number to a username?

We are currently unable to link sibling accounts, but are working hard on providing this for our users in the coming months. If you do have more than one child using sQuid, each sQuid registration number needs to be registered separately using a different unique username for each account. All other security information such as passwords and security questions/answers can be the same for each child.

You can however top-up multiple accounts by only logging in to one sQuid account, please see Friends and Family top-up for more information.

I have topped up my sQuid account but the funds are not yet shown on the current balance. Why not?

It may be that your school is not currently connecting to sQuid and therefore the account cannot be updated. Please rest assured that an alert email is sent to the school to notify them when they’re not connecting and we work as quickly as possible to resolve connectivity issues. Once the school is connecting back to sQuid, your balance and transactions will be updated instantly.

I have lost my sQuid card. How do I order a new card?

Please log in to your sQuid account and click the link on the left hand side of the screen called ‘Lost or Stolen Card’ where you will be able to block the card and select the reason for the block. If the option to block your card is not available to you, this indicates that your school uses a biometric system, please contact the schools catering department who will be able to block the card or fob for you.

My child has left the school, how do I obtain a refund of the balance held on the account?

We are able to refund the remaining money in your online account. Please supply the following details to customer services and we will process the refund for you:

- Bank name
- Account holder name
- Account number

- Sort code

Please note that if your child attends a school which falls under Nottinghamshire County Council (secondary schools only) or Nottingham City Council, you will need to contact the school’s catering department directly so they may arrange the refund for you.

Please ensure that if you have Auto Top Up currently enabled on your account, that this is disabled before the refund request is submitted. Please also ensure that any stored payment details are removed and any direct debits have been cancelled. Once your refund has been processed, the details supplied will be destroyed.

How do I deactivate auto top up?

If you would like to deactivate auto top up, please log in to your online sQuid account then select ‘top up’ and then ‘manage auto top up’ and then de-select the tick box next to ‘auto top up’ and click ‘submit’. Once you have completed this process auto top up will have been deactivated.

I would like to transfer the balance from one of my children’s sQuid accounts to their sibling’s account. How can I do this?

Please contact our customer service team in the first instance and provide us with the 16 digit sQuid account number for the account you wish to remove the balance from, and the account you wish to transfer the funds to, together with the amount. We will check whether we are able to arrange this for you. We will then advise whether we are able to arrange the transfer or whether we need to contact the school’s catering team directly to arrange this for you.

My child has been charged for an item they did not purchase. How do I get a refund?

As we are not based at the school, please contact the school’s catering department directly who will be able to investigate your query and arrange any necessary refunds for you.

Can I set a daily spend allowance / overdraft on my sQuid account?

Please contact the school’s catering department who will be able to discuss the option of placing a daily spend limit / overdraft on your child’s sQuid account.

The school trip / offer I am looking to make a payment for is not listed within my online account. How do I make a payment?

The availability of school trips / offers are managed by the school, please contact the school office directly so they may ensure that your child’s sQuid account has been linked to the desired trip or offer - so you may make the purchase.

I have received a new debit/credit card. How do I change this on my account?

In order to top up using new credit/debit card details please follow these steps:

Removing stored payment details:

1. Login to your account
2. Click ‘Top up’
3. Click ‘View my stored debit or credit card details

4. Click ‘Remove card details’

To add a new payment card:

5. Click ‘Top up’ on the left hand navigation
6. Click ‘Top up using a debit or credit card’
7. Select the amount you wish to top up
8. Click ‘Add and then ‘Next’
9. Click ‘OK’ to confirm your top up
10. Select your card type from the drop down menu
11. Enter your payment card details, leave the box ticked if you wish to store your card details for next time

12. Complete top up