Support in England and Wales 
If you are located in England or Wales and require support, please call 0333 014 3064 to speak with your regional help team.

Support in Scotland, North East England, Cumbria and Northern Ireland
If you are located in Scotland, North East England, Cumbria or Northern Ireland and require support, please call 0131 440 6106 to speak with your regional help team.

Support Top Tip
Ensure a smooth transition into the new Academic Year by booking your annual system maintenance. Also known as Year End, the cleanse will tidy and refresh your systems: ready for the new term.  Book your Year End cleanse here.

Quick Guides
  • We've put together some helpful guides to fix some of the common complications our customers experience. Read on to see if your problem can be solved before calling us.

    Online Payments
    Problem With Online Payments?                                                                                                                     
    • Please ensure you have provided your internet payments provider with an up to date list of students and check with your on-site I.T. team that your internet connection is working correctly.

    Still Experiencing Problems? 
    The first thing to ensure is that your software is running and you have an active internet connection. If the internet connection is interrupted, you will not receive any payments. Please contact your internet service provider, usually via your schools I.T. department to resume connection. 

    The software can either run as a service or as an application on your PC or server. If it is running as an application you will have a shortcut on the PC desktop. 

    To start or restart the application, double-click on the icon. If no icon is present, the software will be running in the background as a service. If you are unsure of how to access the background services, you should either restart the PC or contact your I.T. department. 

    After opening the application, there will be an icon in the system tray in the bottom right-hand corner of your screen. Clicking this will bring up the software window screen.

    If the software is working correctly, it will show the word "Running". If it says "Stopped", you can click on the start button to launch the software. You can then close the window by left clicking the cross in the top right-hand corner of the window. The software will still be visible in the system tray. 

    If payments are still not showing in the system, you can check the refiler software to see where the issue may lie. Double left click on the refiler icon (this is a purple square with a pound sign and a yellow folder.) 

    Any failed payments will be seen in a dialog box. The reason for failed payments in most cases is due to the ID number being held in Impact not being the same as the one held by your internet payments provider.

  • Revaluation Unit
    Problem With Revaluation Units?

    If you have more than one Revaluation Unit (Reval) and have one machine which is not displaying any names, please restart the power to the unit.

    If the unit is displaying account names but not accepting payments, check to see if there is anything blocking  the coin or note mechanism and all the cables are firmly connected before restarting the unit.

    Problem With Multiple Revaluation Units

    This would indicate an issue with the Reval Units connection to the back office PC. 
    Firstly, ensure the PC is switched on, the Reval software is open and the PC has a working network connection.
    Changes to the firewall on the PC could stop all the Reval units from connecting. 
    After restarting the PC, please check with the schools I.T department to see if any network changes have recently occurred.

    Reval Maintenance

    The tutorial video above shows how to keep the Reval unit working at its optimum performance through routine cleaning and checks. Keeping your system updated allows you to receive maximum return from your hardware investment.
  • Free School Meals
    Problem With Free School Meals?                                                                                                                   

    Free school meal (FSM) allowances are added to eligible accounts as part of the Day End process. Entitled pupils will display a tick in the free meal box (in the EDIT screen of the users section) within the Impact software.

    If the free meal tick box is not selected, you may be able to manually tick the box and set a valid expiry date. This will put the allowance on the account straight away.

    If the option to tick the box is not permitted (greyed out) then the FSM entitlement changes are controlled by the MIS link. To check this link is working, please read the MIS integration guide below.

    If the free meal tick is shown, check the cash balance and free balance displayed in the USERSEDIT screen. If the cash balance is a negative figure, this can stop the allowance from working. To resolve this, you can allow an overdraft for the amount. This could be the amount that the account is in arrears or you can settle the account completely. 

    If the free balance is £0.00 then check to see if the allowance has already been spent in the Activity/Today section of Impact.

    If both balances are correct within the Impact software but are not available to spend at the till, please check the allowance spend time set up within the GROUP section of Impact.

    If this is correct, check the time on the TILL or PC has not been changed. The time will be displayed in the bottom right hand corner when the till or PC is first turned on. 

    If all of these seem to be in working order, please contact or telephone our helpdesk on 0333 014 3064.

    Changing The FSM Allocated Daily Value

    To change the FSM amount allocated each day, open Impact and click on groups.

    Next, highlight the group required and click edit. You can then change the free meal price on the right hand side and click OK. Once the price has been changed a DAYEND will need to be run to allocate this new amount. This will need to be done in advance of the first day of planned use. Please be aware if you have set spend limits to coincide with the FSM value, you will need to increase your daily spend limits to match. These are also located in the group edit window. 

  • MIS Integration
    Problem With MIS Integration?

    If you're experiencing problems with your MIS integration, these are some simple steps to check the integration is working correctly. 

    Make sure the MIS application is working and accessible on the PC where the link takes place. 
    If the link is not installed on the back office PC, check with your schools I.T. department to see if the software is up to date on the system server.
    Check the Impact MIS BioUpdate scheduled task on the PC or server are running and have completed successfully. Changes to domain accounts and password can also be a cause of scheduled tasks failing.
    Check the MIS username provided to run the MIS link have not been altered and still has the relevant permissions.

    How To Manually Run The MIS link 

    There are two versions of the MIS link we use. On the server hosting the link you with have either a  Groupcall Xporter installed or a CRB MIS link.

    If using Groupcall there will be a shortcut on the desktop  with a blue X as the icon. Once opened  there is a "Jobs" section where you can select the  "students" job to run on demand.

    If you are using the CRB MIS link there will be a scheduled task set up to run every hour. Again, you can run this on demand by accessing the scheduled tasks and selecting the MIS import task and clicking "Run".

    If you are experiencing any further problems, the best way to submit a support request is via