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.

To view an answer to an FAQ, simply click on the question and the answer will appear underneath.


Registration

Video: How to register your sQuid account

Click the video opposite to follow an easy step by step guide
on how to create a sQuid account, and how to add your
sQuid registration number.

How do I create an account?

To register your online sQuid account, please follow these steps:

  • Enter your name and email address
  • Create a password
  • Select a ‘security question’ from the dropdown list
  • Tick the appropriate boxes regarding marketing communications
  • Click the ‘Register’ button
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.

How do I activate my sQuid account?

Once your account has been registered, you will need to activate your account by clicking the link sent to your email address.

What is a sQuid registration number?

This is provided to you by your sQuid issuer and is 16 digits in length. This is used by your sQuid issuer to identify your sQuid account.

  • If you use a biometric identifier, this will be provided by your sQuid issuer and can usually be found on your registration letter.
  • If you use a sQuid card, the number will be on the back of your card.


I have not received a 16 digit sQuid registration 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.

What is a CVV number and how do I find it?

This 3 digit security code is linked to your sQuid registration number.

  • If you use a biometric identifier, this will be provided to you in your regsitration letter.
  • sQuid card users will find this number in a box on the back of your card.


What is a display name?

This is an easy to remember name for each of the sQuid registration numbers linked to your sQuid account.

Can I register more than one sQuid registration number to a username?

Yes, simply click the 'Users' option in the pink navigation bar, and then select 'Add user'. Enter the 16 digit sQuid registration number, 3 digit CVV security code and assign a display name, and then click 'Add'.

Can I create more than one account for a single sQuid registration number?

No, only one account can be created and linked to a single sQuid registration number.

Each child can only register one sQuid registration number. If separated parents are sharing the management of the sQuid account, you will need to share the login details. You may wish to use your child's school email address and create a password and security details which are neutral. You may also prefer not to store payment card details or enable Auto top up as your former partner will be able to view these details.


Login

I have forgotten my login details. What do I need to do?

If you have forgotten your username, please click on the ‘Forgotten your 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 your 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.


Top up

Video: How to add funds to your sQuid account

This step by step video shows you how to top up and add funds to your Catering purse, and how to store your payment card for faster top ups.

What are the different top up methods available when I top up?

You can top up:

  • Using a UK or Irish credit or debit card (with the ability to store payment card details and enable Auto top up for a faster, more convenient way to top up)
  • By bank transfer or standing order


What is a purse?
Your online sQuid account may have more than one purse. Each purse has

an 18 digit number and can be topped up to either pay for meals, transit journeys or used to make payments for school trips and other items.


How do I top up my purse?

To top up your purse please:

  • Select the amount you want to add to your purse
  • Click 'Add to Basket'
  • Click 'View basket' and then click 'Checkout'
  • Select the payment card type and then click 'Proceed'
  • You will now be asked to enter your payment card details. Please ensure you enter the details exactly as they appear on your payment card.
  • To store your payment card, select the 'Store for future use' checkbox
  • Click 'Pay Now' to complete your payment

Once you have successfully topped up your purse, you will receive a confirmation email from sQuid.


How do I know if my top up has been successful?
Once a successful top up has been made, you will receive a confirmation

email to your registered email address. You will also see the top up show as 'To Collect' on your sQuid account.


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.

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:

  • Biometric users: When the catering system next connects to sQuid, the funds will then be made available.
  • 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.


When I top up my account I can see a purse number and a purse reference - what are these for?
  • Purse Number – This is 18 digits long and is used to differentiate between different purses. Some accounts will have more than one purse linked to it.
  • Purse Reference –You will need to provide your bank with sQuid’s bank account details and this 6 character purse reference to ensure your payment is promptly allocated to your account.


I wish to top up an exact amount - how do I do this?

If you wish to top up an exact amount and this is not available in the 'Top up' drop down menu for the specific purse, please top up by bank transfer.

How do I top up by bank transfer?

Please follow the steps set out on the 'Bank Transfer' page, which can be found by selecting the 'Top up' option in the pink navigation bar. Please remember to provide your unique 6 character purse reference to ensure your top up promptly reaches your purse.

Please note, that it may take up to 4 working days for your top up to be credited to your purse.

How do I top up if I don't have a bank account?
You can top up using a PayPoint top up card, which can be used at any

local PayPoint retailer. Please check with your sQuid issuer to see if they offer PayPoint top ups.

How do I top up using a paypoint card?
  • Present your PayPoint top up card at a participating retailer and confirm the amount you would like to add to your purse (you will need a separate PayPoint card for each sQuid purse).
  • The retailer will use your PayPoint card to add funds to your purse
  • Complete the transaction
  • Funds will be available to spend within 24 hours of the transaction taking place

What is 'Friends & Family' and how do I use this?

This is a fast way to top up a purse that is not linked to your sQuid account. To top up using the 'Friends & Family' option, please follow these steps:

  • Select 'Top up' in the pink navigation bar
  • Select 'Friends & Family'
  • Enter the purse number or purse reference
  • Select the amount to top up using the drop down box
  • Click 'Add to Basket'
  • Click 'Checkout'
  • Select payment card type and click 'Next'
  • Enter your payment card details
  • Select the 'Store for future use' option if you would like to store your payment card
  • Click 'Pay now'

Stored payment card

Video: How to update a stored payment card when Auto top up is enabled

Follow this step by step guide to update your stored payment card
when you have Auto top up enabled on your catering purse.


Video: How to top up using a stored payment card

This short guide shows you how to make a payment when you have a stored payment card on your account.

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

Please follow the steps below to change your stored payment card on your account:

Removing stored payment details:

1. Log in to your account
2. Click ‘Settings’
3. Click ‘Payment Settings'

4. Click 'Remove card'

To add a new payment card:

5. Click ‘Top up’ in the pink navigation bar
6. Click ‘Debit or Credit card’
7. Select or enter the amount you wish to top up
8. Click ‘Add to basket'
9. Click ‘View basket' at the top of the screen
10. Click 'Checkout' and follow the onscreen instructions to enter your payment card

11. Click the 'Store for future use' checkbox to store your new payment card


How do I store a payment card for quick and easy top ups?

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

To view your stored payment card details simply:

  • Select 'Settings' in the pink navigation bar
  • Select the 'My stored payment card' option
How do I remove my stored payment card?
  • Click'Settings' in the pink navigation bar
  • click 'Payment Settings'
  • Click the 'Remove card' button
Can I store more than one payment card on my account?

Yes, simply top up your account and select the 'Store for future use' checkbox on the Checkout payment details page.

How do I top up or make a payment using a stored payment card?
  • Select or enter the amount you wish to top up or pay
  • Click 'Add to basket'
  • Next, click 'View basket'
  • Click 'Checkout'
  • Enter the CVV number on the back of your payment card in the box indicated within the payment card image
  • Click 'Pay Now'

Auto top up

Video: How to enable Auto top up

An easy guide on how to enable Auto top up on your catering purse.
This video also includes a quick guide on how to manage Auto top up payments when you have multiple stored payment cards.

Can I make regular payments to my sQuid account?

Yes. You can either set up a standing order, or alternatively, you can enable Auto top up to add funds to your purse when the balance falls below a predetermined amount.

How do I enable Auto top up?

To enable Auto top up you must first make a top up on your account and store the payment card details by selecting the 'Store for future use' checkbox on the Checkout payment details page.

Once your payment card has been stored:

  • Select 'Top up' in the pink navigation bar
  • Select 'Auto top up'
  • Select the 'Auto top up enabled' option
  • Set the prerequisites for Auto top up to trigger on your account
  • Click the 'Save' button
Why do I need to top up my sQuid account before Auto top up can be enabled?

You are required to make a top up as this is a security measure that verifies your payment card.

My Auto top up payment has failed, why is this?

Please check that your payment card is not due to expire and that you have available funds.

How do I deactivate Auto top up?

If you would like to deactivate auto top up, please:

  • Log in to your account
  • Select ‘Top up’ in the pink navigation bar
  • Select 'Auto top up'
  • In your catering purse, deselect 'Auto top up enabled'
  • Click the 'Save' button
How do I manage Auto top up with multiple stored payment cards?

Where multiple stored payment cards are stored on your account, you can decide at any time, which payment card is used for Auto top up.

  • Go to 'top up' in the pink navigation bar
  • Select 'Auto top up'
  • Use the dropdown arrow to select the payment card you wish to use for Auto top up
  • Click the 'Save' button

Account management

How do I change my registered sQuid account email address?

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 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.

How do I change my personal details?
  • Click 'Settings' in the pink navigation bar
  • Click 'Personal Details'
  • Select 'Change personal details'
  • Make the desired changes and click the 'Save' button
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.

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.

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.

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

Please contact your sQuid issuer to report your card as lost. They will be able to order a replacement card for you. To block your lost card, please:

  • Log in to your sQuid account
  • Click 'Users' in the pink navigation bar
  • Go to the user who has lost their card and use the dropdown to select 'Lost card'

When you have received your replacement card:

  • Log in to your sQuid account
  • Click 'Users' in the pink navigation bar
  • Select 'Replace'
  • Enter your new sQuid registration number on the back of the card, together with the new CVV code
  • Click 'Replace'
  • A pop up message will be displayed asking "Are you sure? You want to replace your card?" Select "YES, REPLACE IT!"

If the option to block your card is not available to you, this indicates that your school uses a biometric system. In this instance, please contact the schools catering department who will be able to block the card or fob for you.

What is a biometric identifier?

This is a method to access funds on your account. Your sQuid issuer will be able to confirm your unique identifer, however, you may use:

  • A finger or thumb print
  • Photo recognition
  • A fob
My child is moving to another school using sQuid. Can I use the same account?

We are unable to transfer a sQuid account from one school to another school, 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 account
  • Go to 'Users' in the pink navigation 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

Please also contact sQuid so we may close the old account for you and arrange to transfer any remaining balance to your new sQuid account for you, or arrange a refund.

Can I access the sQuid customer portal from any web browser?

Yes, you can access the sQuid customer portal from any web browser, however, please note that we do not support Internet Explorer 10 and any earlier versions.

We suggest making either Google chrome or Firefox your preferred web browser when using sQuid.

I would prefer to speak with a member of the sQuid team, rather than email my query. Is this possible?

sQuid is a FCA regulated organisation. For auditing purposes, we are required to record all communication, which is why we kindly ask that all queries are emailed to our customer service team.

As certain information is confidential, and may only be provided to the registered account holder, email correspondence allows us to verify who we are communicating with. Please be assured that all queries are dealt with promptly. However, please feel free to include a telephone number when you submit your query to us, and if the nature of the query cannot be easily handled via email, we will endeavour to contact you by phone, as requested.

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

We are able to refund the remaining money in your online account. Please supply the following details to customer service 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.


School meals

How do I pay for school meals?

Biometric users: Use your unique identifier to access and use your funds. The cost of the item(s) purchased will be deducted from your account.

sQuid card users: Present and hold your sQuid card to a sQuid reader in the catering outlet. The cost of the item(s) purchased will be deducted from your account.




Can I see what my child has bought at school today?

Yes, select 'Transactions' in the pink navigation bar and select the purse that you would like to view transactions for.


Meal pre-order

Please note, meal pre-order is only required at selected schools. If you are unsure if this is applicable to you, please check with your child's school.

Help Guide: How to pre-order your child's meal

Download the help guide and follow the steps to pre-order your child's meal.

> Click here to download the step by step meal pre-order help guide

Please note, the cost of a meal will be deducted from your catering purse balance at the end of each day.

How do I pre-order a meal for my child?
  • 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
How many meals can I pre-order?

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

Is there a cut off time to order meals by?

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.

I have pre-ordered a meal but I now need to change the meal choice, is this possible?

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.

Can I see the orders I have previously placed?

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



School Trips & Offers

Video: How to pay for a school trip

This help video shows you how to pay for a school trip; whether it is
in the full amount, or by instalment.


Video: How to buy school uniform items

An easy to follow guide on how to pay for school uniform with sQuid.

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 and 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.

How do I buy school uniform items?
  • Go to the Trips & Offers purse and click on 'offers available'
  • Select the items that you would like to purchase and click 'Add to basket'. Please note, you will be able to select the uniform style options later on in the checkout process
  • Next, click 'View basket' at the top of the screen
  • To use the available funds from your purse balance towards the payment of the item, select the 'Pay for this offer using available purse funds' checkbox. Then, select 'Checkout'. If the balance does not cover the full item value, the remaining amount to be paid will then be displayed
  • Select the uniform style (e.g. size and colour) from the options provided, then click 'Finish'
  • Review the offer summary and click 'Checkout'
  • To make payment with a credit or debit card, please follow the onscreen instructions
  • A confirmation email will be sent to your registered email address

sQuid App

Can anyone download the sQuid App?

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



I haven't created a sQuid account yet, can I do this in 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.
How do I change my personal information?
  • Select the Menu bar on the top left of the screen
  • Click on ‘Settings’
  • Edit the desired details
How do I change my email address?
  • 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
How do I change my security question?
  • 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
How do I change my password?
  • 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
How do I top up my sQuid account in the App?

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
How do I store my payment card details?

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 .

Can I enable Auto top up?

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
How do I top up using the Friends & Family method in the App?
  • 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’
I have more than one child using sQuid. Can I view all of the accounts at the same time in the App?

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’

How do I view my transactions?

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


Additional help videos

How to merge multiple sQuid accounts

A step by step help video showing you how to merge multiple sQuid accounts, enabling you to access and manage multiple child accounts using one login.

How to move a user from one sQuid account to another

A step by step guide showing you how to remove a user from one sQuid account, allowing you to add that user to another account, so that you can access and manage multiple users via one login.



If you require further assistance, please contact sQuid customer services.