Troubleshooting: Stuck Loading Screen When Paying First Invoice (mobile App)

Overview

Some parents may experience an issue when trying to pay their first invoice in the Wonderschool mobile app where the screen stays stuck on a loading state and does not complete payment.

This article explains:

• When this issue may occur
• What parents can do to complete payment successfully
• When escalation may be needed

This workaround is safe to use and does not affect account data or payment history.

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When This Can Happen

This issue may occur when:

• A parent is attempting to pay their first invoice for a program
• Payment is initiated from the Wonderschool mobile app
• The app displays a loading screen that does not progress or complete

This behavior is not caused by the parent’s payment method and does not mean the payment was submitted.

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Recommended Workaround

If the payment screen does not finish loading in the app, parents should complete payment using the Wonderschool website on a desktop or laptop.

Steps to Complete Payment on Desktop

1. Open a web browser on a computer.
2. Log in to your Parent Portal on the Wonderschool website 
3. Navigate to Billing, then Invoices
4. Open the unpaid invoice and submit payment.

Once the first invoice is successfully paid on desktop, future payments can typically be completed in the mobile app without issue.

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Important Notes

• Do not retry payment multiple times in the app if the loading screen does not change.
• No payment is processed while the screen is stuck loading.
• This issue is most commonly seen on the first invoice only.

Important: If a parent reports that the app is “spinning,” “loading forever,” or “won’t finish paying,” confirm whether this is their first invoice. If yes, direct them to the desktop workaround above.

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Common Questions

Will I be charged twice if I try again on desktop?

No. If the app is stuck on a loading screen, the payment has not been completed. Paying on desktop will only submit the payment once.

Can support run the payment for me?

Parents must complete payment themselves for security reasons. Support can guide you through the desktop steps if needed.

Will this happen again?

In most cases, this issue does not repeat after the first successful payment.

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If you continue to see issues paying an invoice after trying the desktop workaround, contact Wonderschool support for additional help.