Frequently Asked Questions

Logging In

How can I obtain my child’s student ID?

Your child’s student ID should have been provided to you by their school at the beginning of their time at the school. If this has been lost, but you have set up an account on our payment system, we can provide it to the email address associated with your account or if you verify your address in our system. However, if your account does not have an address listed and you are unable to access the email address listed under your account, you will have to contact the school to obtain your child’s student ID.

The system isn’t accepting my email address.

Our system requires that student ID be used to log in, rather than your email. If you have been using your email address, please attempt to log in using student ID. If you are being prompted for email address, it is likely that you are trying to log in to our school user portal. To log in, please use our parent portal: https://meals.caterlinkltd.co.uk/meals/sign_in

How do I request a password reset?

On the login page, select “Forgot Password” and enter your child’s student ID and click “Submit”. A password reset email will be sent to the email address associated with your account. If you have not been able to receive it, please ensure that it you have been trying to request a password reset through our schools user account page, rather than our parent account page. The password reset page for parent accounts can be accessed here: https://meals.caterlinkltd.co.uk/meals/password/new

I no longer have access to the email address associated with my account.

Please contact us with your child’s student ID filled in so that we can verify that it is your account. If you cannot remember your child’s student ID, we may ask you to confirm your address to verify that you own the account.

Refunds

How do I request a refund?

To provide the necessary details to process your refund, please complete this form: https://forms.gle/7CwYJmNLkTce6RmP8

Making Payments

There are errors when I’m attempting to top-up my account using American Express.

Unfortunately, our system cannot accept payments using American Express.

I am getting errors when attempting to top-up my account, not using American Express.

Please ensure that the payment details are entered correctly. Cookies or autocomplete may attempt to automatically fill in boxes, leading to errors with information provided. This can be resolved by logging in and attempting payment in a different browser. If the issue persists, please contact us and our Meal Payments team will look into the issue: https://meals.caterlinkltd.co.uk/contact-us

I have made a payment into my account but the website advises that payment failed.

Please contact us and our Meal Payments team will look into the issue: https://meals.caterlinkltd.co.uk/contact-us

I made a cash payment at the school but it has not yet appeared on my account.

It is possible that there was a delay in adding cash payments to your online system, depending on administration from the school’s end. If you have any queries about this, please contact us here: https://meals.caterlinkltd.co.uk/contact-us

I want to top up less than £2.50. How can I do this?

Unfortunately, our system can only accept payments of £2.50 or greater. We are, of course, more than happy to refund any additional balance; if you could please complete this form: https://forms.gle/7CwYJmNLkTce6RmP8

Can I pay via phone?

Unfortunately, we are not able to accept payments over the phone. Alternatively, you may be able to pay in cash at the school.

How can I pay an exact value (not increments of £1)?

Exact payments, above £2.50, can be made by typing in the desire value after the £ sign, as per the image attached. As long as the desired value is above £2.50, any value can be entered.

School Meals

How do I order school meals?

School meal orders should be taken by the school each morning. Please contact the school directly if you have any questions about how meals should be ordered.

How do I obtain a menu?

Menus for our schools can be obtained on our website (https://caterlinkltd.co.uk/my-caterlink/). Please select the county / borough in which your child’s school is located. If you cannot locate your child’s school on the website, please contact info@caterlinkltd.co.uk or contact us here: https://meals.caterlinkltd.co.uk/contact-us

I would like to make a complaint about the meal which my child received.

To make a complaint, please contact info@caterlinkltd.co.uk or contact us here: https://caterlinkltd.co.uk/contact/

Challenging Charges

I have received an email informing me that my account is in arrears, but it should not be. I have recently made a cash payment to the school.

If you have recently made a cash payment to the school, it is possible that there was a delay in adding cash payments to your online system, depending on administration from our on-site staff. Since the emails sent out to inform of arrears are automated, they may have been sent out after money had been taken by the school but before it was added to our online system.

I have received an email informing me that my account is in arrears, but it should not be. I have recently contacted Caterlink to look into the issue.

Since the emails sent out to inform of arrears are automated, they will continue to be sent periodically and may arrive as we investigate an issue.

I have been charged for meals that my child should not have had.

This is likely caused by mis-ticking of student meals on our system. In this case, please contact us (https://meals.caterlinkltd.co.uk/contact-us) and our Meal Payments team will look into the issue. Please note that, since the emails sent out to inform of arrears are automated, they will continue to be sent periodically and may arrive as we investigate an issue.

Free School Meals

How do I apply for free school meals?

Free school meal application should be done through your council. Inputting your postcode into the Government Website free school meals section will direct you to the appropriate council page. This can be accessed here: https://www.gov.uk/apply-free-school-meals

I have been approved for free school meals. How should this be added to your system?

Please ask the school to contact us to confirm details. Following confirmation, we will update your account to free school meals and change meal types retrospectively from the time where you were approved for free school meals.

System

Can I add multiple children under my account?

Unfortunately, our system does not currently allow multiple students to be registered under one parent account.

I have multiple children registered on the system, but can only seem to access one of their accounts. How can I access the other(s)?

This issue may be caused by saved login settings or cookies on your browser. Please attempt to log in to your other child’s / children’s account(s) using Incognito/Private mode, ensuring that their student ID is used. If this fails, please attempt logging in using a different browser.

How can I view my account history?

Account history can be accessed by selecting “My Account” on the main page of your account screen. The account history will include all payments and charges allocated to your child’s account arranged in reverse chronological order, with most recent first.