If a balance doesn't look right
Balance due adds what's unpaid on invoices and what's still to invoice, less money paid ahead, so check each part on the family's page.
For tutors. Updated October 2026.
Where to find it
Families, then the family
An adult learner's balance is on their own page, under Students.
Steps
Open the family's page and read the line under Balance due.
It splits the balance into what's unpaid on invoices, what's still to invoice, and any money paid ahead.
If part of it is to invoice, press Invoice now to see which sessions.
Balance due counts a session as soon as you mark it, before any invoice.
On your dashboard, look for a To do row about past sessions not marked, and press Mark.
A session counts only once it's marked.
In Payments, check each payment from the family is there once, under the right family.
An example
On 30 September the Al Mansouri family's page reads AED 1,980.50, more than their invoices ask for. The line under it says why:
- Unpaid on their invoices
- AED 1,830.50
- Omar's session on 29 Sep, to invoice
- AED 150
- Balance due
- AED 1,980.50
"AED 1,830.50 unpaid + AED 150 to invoice"
What happens next
- When you invoice Omar's session, the AED 150 moves from To invoice to Unpaid. Balance due stays AED 1,980.50 until money comes in.
- Each payment you record lowers Balance due by its amount. Once a family has paid more than everything it owes, Balance due becomes Credit balance.
What parents see
- Their portal shows the same Balance due, split into Left to pay on invoices and Not invoiced yet, less any Paid ahead. A fix on your side shows there too.
Good to know
- Late cancellations and no-shows count at their booked length unless you waive the fee. Cancelled sessions count nothing.
- Each session keeps the rate it had when you added it. A new hourly rate never changes it: give that session its own price instead.
- A discount counts once its invoice is issued. Sessions on a draft count at full value.
- On the Detailed dashboard, Unpaid covers invoices only, so it can be lower than a family's Balance due. On the Simple dashboard, each family's Unpaid is its Balance due, never below 0.
If something's not right
A payment isn't taken off.
It may be recorded under another family or student. Delete it and record it again under the right one.
Your dashboard's Unpaid says some money is marked paid but not recorded.
An invoice was marked paid before its payment was recorded, so it still counts in Unpaid. Open it, press Mark unpaid, then record the payment.
The family's page shows Credit balance.
They've paid more than everything they owe. The extra counts toward their next invoice.
Related
Still stuck? Email support@tutello.ae.