Error messages
You do not have access to the requested page
There is a 15 minute timeout on each of the payment pages. If you do not enter or send a response to each page within that time, the system will assume you have left.
To preserve the security of your data, and particularly your card data, the system will discard anything you have entered. You will need to go back to the beginning and start again.
Common error messages
- Invalid reference for <payment type>
- You have either mis-typed the reference number, or you have selected the wrong type of payment. Choose the payment type first, from the list on the left, then enter the reference. You must include any letters that are part of the reference. You must enter a valid amount, for example £50 must be entered as 50.00. The amount must be typed with no currency symbol, a full stop for decimal point, and 2 digits for pence, even if they are zero. If you are entering a large amount, do not use commas to separate thousands enter this in the following format 1234.00
- That account does not exist
- you have either mis-typed the reference, or you have selected the wrong type of payment. Choose the payment type first, from the list on the left, then enter the reference. If you are paying a Council invoice, you must enter the invoice number as the reference rather than the account number
- A Payer name and address must be entered
- if your property has a building name rather than a number, enter the building name in the building name file and not applicable in the number field
- some payment types need to have a name and address to allow the receiving department to check that the right account has been paid
- Please either complete or cancel the currently entered payment
- you have tried to go to the next step with a partly entered payment. Either complete the payment details and add it to the list or delete all the details. Then you can proceed to the next step
- A valid card expiry date in the format MM YYYY must be selected from the dropdown lists
- all cards have an expiry date, usually displayed as mm/yy. For instance, 06/24 represents June 2024. The two drop-down boxes are for month and year
- A valid card security number must be entered, this is the last group of 3 digits printed within the signature strip on the back of the card. If your card does not have a security code enter the text 'NONE'.
- failure to enter the code could result in a declined card payment
- The card security code, or CSC, is an important way of confirming that the person making the payment has the physical card
- this is because the CSC is not held electronically on the card, so it cannot be read - and potentially stolen - by a swipe reader or Chip and Pin machine
- A valid numeric card number must be entered
- the card number is the big number across the middle of the card. Do not enter the spaces, just the digits.
- A valid card holder name must be entered
- enter the name as it appears on the card
- Sorry, we were unable to process your payment
- No money has been taken from your account; no payment has been recorded. You may wish to try again later, but if the problem persists, report it to our Contact Centre
- Failure Reason: Authorisation Failed. The payment has been declined.
- the issuing bank has not allowed us to take a payment from this card. Refer to your card issuer for further details.