MealTime Online Frequently Asked Questions

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1 MealTime Online Frequently Asked Questions What is MealTime Online? MealTime Online is a secure web site which you can use to: Make credit-card payments online into cafeteria accounts View cafeteria account purchases View payments made online Apply for free or reduced price school meals How do I get started? When you first visit you will first need to create a profile. Click the Create new profile link and provide the required information. Once a profile is created, you can sign in using this username and password. What do I need on my computer to use this service? MealTime Online can be accessed from any Internet browser supporting 128-bit encryption for security. This includes, but is not limited to, Internet Explorer 5.5 or higher. Is an address required in order to use MealTime Online? Yes. MealTime Online requires an address to setup your profile. Your address will be used to send confirmations of your online deposit. You will also get an if you have forgotten your password and ask to have it reset. Your address is secure and will not be sold to a third party. Is there a fee for the MealTime Online Payment service? There is a small website use fee for making Deposits on this website which will be displayed prior to payment. After viewing a page for a while, I click on a link, and I end up back at the Login screen. Why does this happen? When there is no activity on a page for 20 minutes you are automatically logged out for security reasons. How do I change my personal information such as my address or password? To change the personal information for your MealTime Online profile, simply sign in and click Profile at the top of the page. Make the changes necessary and click "Update Profile". Is my personal information shared with any other companies? Absolutely not. The information that you provide as part of your profile setup is used only for the purposes of MealTime Online. It will never be shared or sold to any other parties. What precautions has MealTime Online taken to protect my privacy? MealTime Online respects your right to privacy. Your personal information is never sold to any 3rd parties. We do not store or keep any of your credit card information. MealTime Online has taken several steps to protect the security of your online transactions. We use a Secure Socket Layer (SSL) connection which provides 128-bit encryption of all deposit/credit card information. MealTime Online uses a Server Digital ID Certificate through VeriSign. Once your SSL connection is established, your browser window will indicate either a "closed padlock" or an "unbroken key" icon at the bottom of your browser window. SSL, 128- bit encryption, and a Server Digital ID Certificate all work in tandem to ensure that nobody can get to your private, sensitive information.

2 How can I get more help? Your student's school is the best source of information if you have questions about passcodes, student IDs, student profile information, frequency of payment processing, availability of deposits or status of your free and reduced price meal application. If you have questions about the website or payment processing, submit a detailed request here. You can also us at mtosupport@mealtimeclm.com. Why is the Sign-in page redisplayed when I try to sign in? To sign in, your Internet browser must have cookies enabled. MealTime Online also requires that SSL be enabled in your browser. Why are the username and password entry fields missing when I try to sign in? The MealTime Online website displays correctly with Internet Explorer version 5.5 or higher. To determine which version of Internet Explorer you are using, from the Help menu select About Internet Explorer. If the version is older than 5.5, you must upgrade to the latest version. I am locked out of the site. How can I clear this to retry my username and password? Once you are locked out of the site, you must close all open instances of Internet Explorer and restart it before trying again. My address has changed so the new password keeps getting sent to an address I cannot access. What can I do? To protect student identities, we can only new passwords to the address on file. If you cannot retrieve from the old address, please create a brand new MealTime Online login and then add the student to that new profile. You will need the student's Student ID or PassCode (which you can get from the school or district Nutrition Service office), to do this. You won t lose any student history by doing this as history follows the student not the MealTime Online profile. How do I add a student to my profile? Once you create your profile, simply Sign In. You will be taken to the home page for MealTime Online. On that page, click on the Add New Student link. 1. Select a state from the list to view participating school districts. 2. Double click on your school district to view the schools. 3. Click on your student's school. 4. Enter your student's FirstName and Passcode or Student ID (See side margin for more information). What is a passcode? A PassCode is a unique identifier for each student in the MealTime Online system. PassCodes are provided to you by your student's school district. An example PassCode looks like this: PHXJ2U26. Can I add more than one student to my MealTime Online profile? Yes. Simply follow the process for adding a student above, as many times as you need. How do I remove a student from my profile? Sign in and you ll be taken to the home page for MealTime Online. Click the Remove link next to the name of the student you wish to remove from your profile. You will be asked to confirm the removal. This does not remove the student from MealTime Online but simply disassociates the student with your MealTime Online profile.

3 Can I transfer money from one student to another using MealTime Online? No. You cannot transfer money using MealTime Online but the schools or district office can do this for you. Please contact the schools or the district Nutrition Services office and ask that they transfer this money. What happens at the end of the school year to the money that is left in my student s account? What happens with remaining balances depends upon the school district s policy. Most transfer it to the new school year and but some refund remaining balances. Please contact the school district Nutrition Services office to clarify their policy. My student has withdrawn from this school district. How do I get a refund of the money left in my student s account? Please contact the school or district Nutrition Services office and request a refund of any remaining meal account money. When viewing current balance amounts, what do the parentheses indicate? A balance amount enclosed in parentheses shows a negative account balance. This occurs when your student has charged meals at school. Can MealTime Online me when my student s balance hits a certain amount? MealTime Online doesn't notify of low balances but the school might be able to set this up for you using the meal service software at the school. Please contact the school cafeteria to ask about this. I believe there is a mistake in what my student was charged? Can you fix this? MealTime Online allows you to view the meal service transactions done at the school so please contact the school cafeteria with your questions regarding your student's purchases. They should also be able to make corrections if needed. The balance on my student s account doesn t seem correct based on deposits and purchases. Can you explain this? Please contact the school cafeteria and ask them to print you an Account Statement. The statement has a starting balance and a running balance for each transaction and is the best tool for reconciling your student's balance. How can I restrict my student s meal or a la carte purchases? The school cafeteria has the ability to add restrictions to your student's meal account. Contact the school cafeteria to talk to them about the types of restrictions they can put in place. My student is not showing at the correct school. What should I do? If you are seeing your student at the wrong school and it is during summer break or just prior to the beginning of a new school year (August or September) then you should wait until your student s school changes. This should occur automatically. However, some school district won t complete student data changes until just before the start of the new school year. You should also never make a deposit when your student appears at the wrong school. At any other time of year, click Remove to remove your student from your profile then click "Add New Student" to add your student back at the correct school. Again, you should not make deposits until your student is added back at the correct school. How do I deposit funds into my student's account? After you sign in to MealTime Online and add your student to your profile, click on the link at the top of the page which says Make Deposit. Your student's school may also accept payments for other school fees, such as athletic fees. These accounts will be listed separately if your school has chosen to use them. Click on the account name and, if available, click on an item within the account, to see more information about the fund. Enter desired deposit amounts

4 and click the Add Deposit button. The total, including fees, will be displayed under the list of Current Deposits. If the amounts are correct, click Continue to Billing to proceed. When I try to make a deposit, the message Please contact your School District to request this feature appears. Why? You may not yet have a student on your profile. Click the "Payments" page and if there is no student listed under Students In Household, click "Add New Student" to add your student. Why didn't I receive an confirmation after making a deposit? MealTime Online will always send a deposit confirmation to the address that you provided when creating your profile. Verify that the address is correct by selecting Profile at the top of the page. If the address is incorrect, change it and click "Update Profile". Also verify that the deposit confirmation is not being blocked as junk or spam by allowing s from online@mymealtime.com. After making a deposit, how long does it take before the funds are available in my student's account? Online deposits will be transferred to your student s account as soon as the district s scheduled transfer is completed. This normally occurs automatically once a day. Please contact your school district to learn more about their specific transfer schedule. Why is my student s online balance not showing the deposit? The online balance is not updated based upon the deposit. The balance shown in MealTime Online comes from the school's meal service software so your deposit must go to the school and be added to the student s account first. Once the balance is updated at the school, the new balance is then transferred to MealTime Online. Even though the money usually arrives in the student s account at the school in one business day, the online balance may take two business days to reflect the deposit. Can I make a deposit into more than one account type? Many schools allow you to deposit funds not only into your student's cafeteria account, but into other accounts as well, such as sports or yearbook fees. You can use MealTime Online to deposit funds into all such accounts if the school has chosen to use them. What are the minimum and maximum deposit amounts? When making a deposit, the total deposit amount must be at least $25.00, and at most $50, How can I view the history of my online deposits? After you sign in to MealTime Online, click the View Details to the right of the student whose transaction you wish to view. These details, including the history of online deposits, will be displayed. How can I view the transactions which took place in previous months? When you are viewing the transaction history for your student, scroll down to the "MealTime Cafeteria Transactions" section. Click the "Month" box to select the Month to view. Do I have to go back to the home page to select a different student so I can view his or her transaction history? There is no need to go back to the home page. Under the Student Details section, simply select the student. I've made a mistake, how do I get a refund? Once a payment has been made, the deposit is transferred to your student's account at the school and the actual funds are transferred to the district office. It is very important that you carefully review the deposit information for accuracy on the Verify Information page before

5 completing the transaction. If you want to request a refund, please contact you school district Nutrition Services office directly. I sent my student with cash/check and that has not yet been deposited. Why? MealTime Online allows you to view the meal service transactions done at the school so please contact the school cafeteria with your questions as to why the cash/check has not been deposited.