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PPS - Frequently Asked Questions


Need some help with your PPS account? Have a browse through our frequently asked questions – the answer you need could be there!

Your initial registration should be quite straightforward but problems could arise, so hopefully the list and solutions below may help you get there.

Access www.sthelens.gov.uk/PPS to register your account.

Once registered, you should receive an email to the email account that you registered with.

This is a two-step process. You will receive two emails:

  • The first to activate your account - you need to click on the link in the email to do this.
  • The second contains your password, and will only arrive once your account is activated.

Haven't received the email?

Check your junk mail - sometimes email systems send valid emails to your junk folder.

Still not there?

Let us know using the contact us link and we will get back to you as quickly as we can.

When you first access your account, you will need to have your email notification containing your password at hand.

Sign in using your email address and the password - typing exactly as shown in the email.

You are entering your details, but nothing is happening?

  • Check that your 'Caps Lock' isn't on
  • Check your 'Num Lock' is on - if using a keyboard and the number pad
  • Check that you are using the correct email address for the account
  • Check your password is correct

If all of of the above checks make no difference, then in the first instance use the 'Forgotten Password' facility at the foot of the page and repeat the sign-in procedure.

Still having problems?
Let us know using the contact us link and we will get back to you as quickly as we can.


Once you have successfully signed in to the PPS service for the first time, you should be able to add your child's details to that account, so that you can make a payment against it.

The process is quite straightforward, so if you are still struggling hopefully we can help.

To add an account

  • You will need to have received a letter from your child's school which has the heading:
  • This document will contain all of the details you will need to add the account

If you haven't got the letter

  • Make sure that your school uses the PPS service for school meal payments
  • Please contact your child's school to request that it is re-issued

If the details entered fail to bring up your child's details

  • Re-check with the letter to ensure that you have entered correctly
  • Check the Caps Lock / Num Lock
  • If the problem persists, then you must contact your child's school to investigate further

If the child details displayed on screen are not those of your child

  • Please contact your child's school immediately to inform them and request that your letter is re-issued with the correct details


How much do I need to pay?

  • A standard pupil meal costs £2.30 a day and you are required to pay for meals a week in advance.
  • 1 full week of meals = £11.50

My account balance looks wrong!

  • The account balance you see on screen will always calculate the cost of meals for the week ahead, and apply this cost against the pupil balance on the first day of each week.

I've made a payment, but my balance seems to be incorrect!

  • All payments made after 4.45pm will be credited to your account in two working days, otherwise the account should show the payment on the next working day.
  • If this isn't the case for you, then please contact your child's school in the first instance.

My payment hasn't been accepted!

  • Please ensure that the card details being entered onto the payment screen are correct - i.e. as they are on your card.
  • Also, make sure your card is valid and in date.
  • If the payment is declined, you will need to contact your bank or try another card if possible and appropriate.
  • If in any doubt about the payment you have made, please don't hesitate to contact us, but also check with your bank for safety.

The payment web page won't display!

  • Let us know immediately using our contact us page and we will get on to it.



 If our FAQ's didn't help, and you need some additional support with the PPS service, please use the following contacts:

Your school contact details can be found in the Schools & Education Section of our website.

Contact us at Customer Services.