Authorized User Setup & Access

This Knowledge Base article explains how parents and authorized users gain access to Touchnet through the student authorization process in Touchnet. Once authorized, users log in to view billing statements, make payments, and set up payment plans through the Billing & Payment Center. 

If the caller is a Parent or Authorized User

After you identify that the caller is a parent or authorized user, follow the steps below.

1. Determine the reason for the call

“Can you tell me a little about what you’re calling about today?”

Use their response to identify whether the question is:

• General information (e.g., due dates, where to pay, refund timelines) may be handled by agents
• Account-specific (e.g., balance inquiries, payment errors, refund amounts) must be handled by a different department or escalated to Level 2 

If the inquiry is account-specific, first verify whether it falls under another area (e.g., Housing, Dining, or Financial Aid).

• If it does, provide the correct contact number from the Departmental Contact Info Chart.
• If it does not, explain that additional verification is required and proceed with Call Handling Procedures.

Note: We can assist most callers by directing them to the information or walking them through the steps, without needing to transfer the call.

Example: 
A student calls to ask why their bill doesn’t match their current account balance, or to find out what their balance is.

Assure the student that you can assist with retrieving their account balance and offer to walk them through how to view it online.

Authorized User Access

Before assisting with access to the Authorized User Portal, review the checkpoints below to confirm that all required steps have been completed.

If all checkpoints are satisfied, proceed to Accessing the Portal to guide the user through logging in.

1. Confirm Authorization 
   Before accessing the account, the student must complete two authorizations for the parent or authorized user:
   • Touchnet Access Authorization – allows billing and payment access. This is completed by the student in Touchnet. This access is not a requirement for us to be able to talk with the parent/authorized user.  We can still discuss details of the student's account if the communication authorization has been completed. This authorization is for payment and billing access only.
   • Communication Authorization – allows communication with the office via phone or email. This is completed by the student in Appalnet using the Proxy Access link.
   • If the authorizations have not been completed tell the parent/authorized user to give us a call back once it has been completed.
2. Check for Email Confirmations 
   When Proxy access is created, the proxy will receive an email with instructions on how to log in, etc. When an Authorized User is set up in Touchnet, the authorized user will receive a temporary password email from [e-mail]. Authorized users should check their spam for [e-mail] and mark it as not spam because this is the email address that Touchnet uses to send all billing notifications. 
3. Email Troubleshooting 
   Some email providers may block or filter automated messages. Recently, users with @carolina.rr.com email addresses have reported issues.
   • If this occurs, have the user contact their email provider or use a different email address.

   • Having the user add [e-mail] and [e-mail] to their email contacts may also resolve the issue.

Accessing the Portal 

1. Have the user access www.appalnet.appstate.edu 
2. Select "Parents/authorized users: Log into Billing and Payment Center."

• Log in using their credentials.

4. Accessing Touchnet

Based on the users’ needs, once logged in, they can access the following:

• View Statement
• Make a Payment
• Set Up a Payment Plan

Authorized User Access for Multiple Students

Authorized user access cannot be linked across more than one student account. Each student must independently authorize their authorized users within the New Billing & Payments Center (Touchnet). This action must be completed by the student, as existing Parent Portal authorizations do not sync with the new system. New authorized user credentials are required for each student account.

Setting up Billing & Payment Center (Student-Authorized User Access)

Follow the steps below to guide a student through setting up an authorized user in the Billing & Payment Center (Touchnet):

1. Go to appalnet.appstate.edu
2. Have the student log in using their App State credentials.
3. Select the Student Tab.
4. Choose Student Accounts.
5. Click Billing & Payment Center by Touchnet.

1. On the right-hand side of the Touchnet homepage, select Authorized Users.

1. Click Add Authorized User.

1. Enter the email address for the new authorized user.
   • Ensure the toggle options are set to “Yes” to allow appropriate viewing access.

1. The authorized user will receive two separate emails from [e-mail] :
   • One confirming that access has been granted
   • One containing a temporary password to complete account setup
2. Once logged in, the authorized user will have access to:

• Billing statements
• Real-time account activity
• Payment plan setup options