Self Service 'What I Owe' Amount is Different When Using a Laptop or Mobile Device (Doc ID 3057431.1)

Last updated on NOVEMBER 04, 2024

Applies to:

Symptoms

A student sees a different presentation of the amount due by term depending if they're signed into a laptop or use a mobile device.  The laptop presentation shows, by term, the charges plus deposits, less pending financial aid, for a reduced amount due. Signed into their account via a mobile device, the same 'What I Owe' section does not show the pending aid and the reduced total amount.

Depending on the device used, the student sees two different due amounts by term in the What I Owe grid.

The information presented to the student should be identical, regardless of the device used.

The issue can be reproduced at will with the following steps:

1. Sign into a student's account from a laptop;
2. Click on the Financial Account Tile;
3. Note the What I Owe grid includes Pending Financial Aid for a term and a reduced Total Due amount for the term;
4. Sign into the student's account using a mobile device;
5. Click on the Financial Account Tile;
6. Note the What I Owe amounts are different than those shown on the laptop and no Pending Financial Aid is included.
   
   
   

Cause

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