Student Billing Statement Does Not Reflect Recent Aid Changes in Campus Ivy

Issue

A change was made to a student's financial aid in Campus Ivy — such as declining a loan, removing a pending disbursement, or adjusting an award — but the student's billing statement is still showing the old information. The campus Ivy record appears correct, but the billing statement sent to the student or visible in the student portal has not updated.

Why This Happens

For schools using a third-party SIS (such as Stratus, Anthology, Orbund, or others), the student-facing billing statement is typically generated by the SIS, not directly by Campus Ivy. Aid data flows from Campus Ivy to the SIS through a scheduled integration sync. Changes made in Campus Ivy do not appear on the billing statement until the next sync cycle completes successfully.

Sync delays or failures can prevent updates from reaching the SIS, causing the billing statement to remain out of date.

Steps to Resolve

1. Confirm the change has been saved correctly in Campus Ivy (e.g., the declined loan shows as declined, the removed award no longer appears).
2. Check when the last integration sync ran. If a nightly sync has not yet completed since the change was made, wait until the following business day to see if the billing statement updates.
3. If the billing statement has not updated after 24 to 48 hours (i.e., two sync cycles), submit a ticket to CI Integration with:
   • Student name and Campus Ivy ID
   • Description of the change made in Campus Ivy and when it was made
   • What the billing statement currently shows vs. what it should show
   • Your SIS name (e.g., Stratus, Anthology, Orbund)
4. The CI Integration team will check the sync logs, identify any errors in the file transfer, and reprocess the data to bring the billing statement into alignment.

Important Notes

• Do not make the same aid change twice in Campus Ivy in an attempt to force a sync — this can create duplicate records in the SIS.
• If the student is asking about a balance discrepancy and the billing statement correction is urgent, contact CI Integration directly and flag the urgency with the student's name and deadline.