A sQuid registration number is a 16 digit number provided to you by your sQuid issuer (school, place of work or travel provider).

If you use a sQuid card you will find this number on the back of the card.

If you use a biometric identifier> this number will be provided by your sQuid issuer, usually in a registration letter.

A Display name is the name you enter when you assign to a new sQuid registration number added to your sQuid account. If you have multiple users on your account, this will help you to differentiate between the users and their purses.

Please follow the steps below to change your email address:

• Select 'Settings' in the pink navigation bar
• Select 'Change email address'
• Confirm the requested characters from your password
• Enter your new email address

Please note that when you have changed your email address by following the steps above, you will receive a verification email to your new email address in order for you to confirm the change. Please ensure that you complete this step otherwise access to your account will be restricted. If your username is the same as your registered email address, then kindly note that once you have completed all of the above steps, your username will automatically change to be the same as your email address.

You can change your password by going to Settings and under Security Settings select Change password. You will be asked to confirm your current password before you enter and confirm your new password. After you have confirmed your new password, please click Save.

Yes, you can change your personal information by going to Settings and then under Personal Details click on the field you wish to update. Enter the new information and then click the Save button.

Yes, to change your security question and answer, please go to Settings and under Security Settings go to the option Change security question. Firstly, enter your password and then you will be able to select a new security question and enter the answer. Once done, please click Save.

Please contact your sQuid issuer (this will either be your school, employer or travel provider) so they can organise a replacement card or fob for you, and then follow the instructions below:

sQuid card users:

• Log in to your sQuid account
• Go to the Userstab
• Find the user who requires the replacement card and then enter the new 16 digit sQuid registration number on the back of the new card, the 3 digit CVV and then click Replace
• A message will be displayed asking if you are sure you want to remove the card. Please ensure that you read and understand the information provided. Once you are happy to proceed, click Yes, remove it!.

Biometric fob users:

• Your replacement fob should automatically link to your sQuid account, so you will not need to do anything.

If you do not recognise a catering charge on your sQuid account, or you believe that you have been incorrectly charged for items, please contact your child's school directly so they can look into this for you. As sQuid is not based in the school, we will be unable to investigate for you.

We are unable to transfer a sQuid registration number from one school to another, as each 16 digit sQuid registration number is linked to a specific school. Once you have received the sQuid registration details from your child's new school, simply add these details to your existing account:

• Log in to your sQuid account
• Go to 'Users' in the menu bar
• Click 'Add a user'
• Enter your child's new 16 digit sQuid registration number, 3 digit CVV code and assign a new display name

If you have any unused balance on your child's old sQuid purse, you can transfer it to the new purse using the Balance Transfer tool.

When the child moves to a new carer, they will need to re-register the sQuid account so they may log in and top up as required.

Dependent on the age of the child, it may be best for them to register the account themselves, in their own name and using their school email address, as this would mean they are the registered account holder and will be able to seamlessly continue using their account.

Should you register the account with your own details, please contact sQuid so we may unregister the account and refund any remaining balance, ready for a new carer to re-register.

Please ensure you have removed any stored payment card details and disabled Auto top up, and stopped any standing orders to the sQuid account.

If you have sent a message but have not received a reply in 3 working days, please check your spam folder before sending another message. Please be assured that we reply to all queries.

Yes, you can manage your sQuid account using the sQuid app, however, please be aware that some of our latest features, such as the Balance Transfer tool, are not currently available to use on the sQuid app. We would therefore suggest using the Customer Portal should you need to you the latest account features.

Whether you have accidentally topped up too much, or realise that you have a surplus balance on your account, you can process a Balance Withdrawal to request the funds are returned back to you.

To do this, simply click on the Request a balance withdrawal for this purse link and entering the amount you want to withdraw from our sQuid account, before clicking the Withdraw button. You should also contact our Support team to request that the account is closed on our system.

Funds will be returned to the payment card used to top up or make payment to sQuid. If for any reason we are unable to refund the balance back to your payment card, we will contact you to request your bank account details.

Before you submit your Balance Withdrawal request, please ensure that Auto top up has been disabled, any stored payment card details have been removed and any direct debits have been cancelled.

• Top up your catering purse with enough funds to cover all of the meals that you would like to order. If your child is entitled to any free school meals, you do not need to top up
• Click on the user that you would like to place an order for, and then click Meal Order in the pink navigation bar
• Simply click on a specific day in the future to access the meal options for that day
• If your child is entitled to any free school meals, the price of a meal will still be shown but you will not be charged
• Once you have made your selection, a green tick will appear next to your choice
• Click Save to confirm
• The Order placed confirmation message will appear on screen, and the selected date on the calendar will change from white to pink
• Simply repeat steps 3 and 4 for each day that you would like to order a meal for

The meal order calendar will show you the available dates you can pre-order a meal for.

Your child's school will be able to confirm the latest day and time by which you need to pre-order your child's meals.

Yes, you can change your meal choice if it is prior to the cut off time, however, if the cut off time has lapsed, you will need to contact your child's school to request any changes.

Yes, you can view any meals order which have been placed by clicking on 'View orders'.

Yes, however, you must have a registered sQuid account to use the App.

Yes you can. Once you have downloaded the App, please follow these steps:

• Complete your personal details. An asterisk (*) denotes a mandatory field
• Choose a password
• Select a security question and enter the answer
• Click ‘Register’
• Choose a display name
• Enter your 16 digit sQuid registration number and 3 digit security code.

• Select the Menu bar on the top left of the screen
• Click on ‘Settings’
• Edit the desired details

• Select the Menu bar on the top left of the screen
• Select ‘Change email address’
• Enter the requested characters from your password
• Confirm your current email address
• Enter the new email address

• Select the Menu bar on the top left of the screen
• Click on ‘Change security question’
• Enter the requested characters from your password
• Select a new security question from the dropdown list and enter the answer

• Select the Menu bar on the top left of the screen
• Click ‘Change password’
• Enter the requested characters from your current password
• Enter your new password

You can top up using a UK or Irish credit or debit card, simply:

• Log in to your account
• Click on the account you wish to top up
• Choose the amount you wish to add to the balance and click ‘Add to Basket’
• Click ‘View Basket’ at the top of the screen
• Click ‘Checkout’
• Select to use a previously stored payment card or enter the details for a new payment card
• Click ‘Make Payment’
• If you wish to store these payment card details, click the check box at the end

To store a payment card you will firstly need to top up your account. After entering your payment card details on the Checkout payment details page, simply select the 'Store for future use' box .

Yes you can, if your payment card details have been stored.

• Click on the account you wish to enable Auto top up on
• Click ‘Show more’
• Click ‘Manage Auto top up’
• Click the check box ‘Auto Top Up Enabled’
• Select the prerequisites to trigger Auto top up

• Select the menu bar at the top left of the screen
• Click ‘Friends & family’
• Add the Purse Number or Purse Reference for the account you wish to top up and select the amount
• Click ‘Add to Basket’
• Click ‘View Basket’
• Click ‘Checkout’
• Enter your payment card details or use a stored payment card to make payment
• Click ‘Make Payment’

Yes you can. Simply click on the ‘Add User’ button, then create a Display name for each child, enter their sQuid registration number and security code, and then click ‘Add User’

Click on the Display name for the account transactions you wish to view, and click ‘View Transactions’.