Online Payments

Frequently Asked Questions (FAQs)

 

Questions about security

 

Questions about online payments using credit or debit cards

 

Questions about setting up direct debits online (general)

 

Questions about setting up direct debits online

 

 

 

Is it safe to make payments over the internet?

Almost all authorities consider paying using a credit/debit card over the internet to be safer than making such payments over the telephone, by post or by fax.

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How secure are the University's Online Payments Facilities?

All data is transmitted using 128 bit encryption and secure socket layers - the current industry standard.  After entering the secure site, but before you are asked to enter any information, you will have the opportunity to examine the secure site certificate.  On the secure site certificate, there is a link that gives full technical details of security provided. 

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Is my computer (PC) sufficiently secure to make payments online?

Regardless of whether or not you use your computer (PC) for online payments, you should take the steps below to ensure its security.  These measures are especially important if you use it for making payments online or if you have confidential information stored on it:

  • Keep your software up to date.  Occasionally publishers discover vulnerabilities in their products and issue 'patches' to protect against any security threats.  It is important that you keep your operating system (e.g. Windows XP) and browser (e.g. Internet Explorer) up to date.  Some operating systems (e.g. Windows XP) can be configured to allow automatic updates.
     
  • Use anti-virus software and keep it up-to-date.
     
  • Use up-to-date anti-spyware software to protect against programmes that fraudsters can use to collect information from your computer.  Some (but not all) anti-virus programmes have anti-spyware incorporated in them.
     
  • Use a firewall to get protection from unauthorised access to your computer when you are connected to the internet.

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How will I be able to tell that I have entered a secure site?

You will notice that the address (URL) shown in the address bar starts 'https://' rather than 'http://'.  You should also see an image of a padlock on your screen.

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Can I get independent advice about the security of making payments online?

You can visit the Get Safe Online website which is sponsored by the government and many of the country's leading banks and financial institutions.

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Who can make payments online and what can they pay?

All registered students and other customers can make a payment online with the exception of those with debts that the University has referred to solicitors for enforcement action. In which case, all correspondence concerning them should be with the solicitor not the University.

There are many different payment pathways which enable payments to be made on account for items such as tuition fees, accommodation licence fees and charges, and library fines. We also have the UWE Online Store which offers a convenient way to pay for UWE products, services and events using a secure online payment system.

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What cards are accepted?

Payment can be made be made by credit or debit card issued by Visa, Mastercard, Visa Delta, Maestro (if issued in the UK), Visa Electron and JCB.

VisaMastercardVisa DeltaMaestro (if isssued in UK only)Visa ElectronJCB

 We are unable to accept Amex or GE Capital for online payments.

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I have attempted to pay online but have received the message 'Authorisation has failed'.  Why is this?

The most common reasons for a failed transaction are:

  • Invalid Card Number.  You may have incorrectly entered your card details so please try again.
  • 3D Secure cannot be authorised/failed verification/expired.  If you cannot remember your 3D secure password then you will have to reset it otherwise you may need to contact your card issuer to see what the problem might be.
  • Declined due to exceeding your debit/credit card limit.  In addition to a credit card limit, some card issuers may impose daily limits and limits on the size of individual transactions.  If you contact your card issuer, they may be able to increase these limits.
  • Some cards are not eligible for online payments.  Please refer to previous FAQ confirming which cards are accepted.
  • The server used by the University's Payment Service Provider is offline. This is unlikely as the service is available 24 hours per day 365 days per year but there are occasional 'outages' for maintenance which usually last no more than 30 seconds.

If your card has been declined and you are confident that you do not fall into the above categories then you may try again but please be aware that most card issuers allow only three consecutive attempts before the card is blocked for the rest of the day.  In order to protect your confidentiality, the card issuing company will not tell the University why the transaction has been declined and you will need to contact them directly to ascertain the reason. 

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How will I know that my payment has been successfully processed?

At the end of the process you will see a screen entitled 'Transaction Successful' which you will be able to print and which will contain the unique reference number of the payment.  In the unlikely event of a problem occurring, the Cash Office will be able to ascertain the history of the transaction from this number.

Within a very short time, you will also receive an email, to you UWE Live email account, confirming your transaction and quoting the unique reference number.

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My internet connection was broken while I was attempting to pay online.  What do I do?

If the connection was broken at any point before you clicked the 'Make Payment' button you can start the process again once the connection is re-established.  If you have clicked the 'Make Payment' button you should contact the Cash Office to enquire whether the payment was made before the connection was lost.

You are advised to only use a computer (PC) that has a reliable internet connection when making payments online or when visiting secure sites. 

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When is the system available?

The system is available 24 hours per day, 365 days of the year.

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What happens if I get part of the way through the process and get 'stuck'?

At any point before you click the 'Make Payment' button you can abandon the transaction in one of the following ways:

  • clicking 'cancel' at the bottom of the screen will take you back to one of the start screens from where you can start again
  • clicking 'Exit E-Payments' on the sidebar will return you to the University's home page
  • navigating to a different webpage using your browser's address bar or the back button

You can read the help pages provided for the online payment system or contact the Cash Office before attempting another payment.

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Why do I have to enter the address to which my credit card statements are sent?

This is a requirement of the banks operating the online payment system and is done to reduce the possibility of a stolen card being used to make payment.

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Are there any restrictions when setting up a direct debit online?

A direct debit mandate cannot be setup online on any account that requires two or more individuals to authorise transactions, i.e. business accounts.  Most joint accounts operated by individuals are not affected by this restriction as, typically, they require only one individual to authorise a transaction. 

Certain types of accounts (usually deposit or savings accounts) cannot have direct debits set up on them.

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Can I use any account to set up a direct debit?

Certain types of accounts (usually deposit or savings accounts) cannot have direct debits set up on them.  If you are unsure whether you are able to set up a direct debit on your account, please contact your bank or building society to confirm.

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Can I cancel my direct debit online?

You cannot use this website to cancel a direct debit mandate.

Please cancel the direct debit mandate directly with your bank or building society. If you still have instalments outstanding on your direct debit arrangement with the University, it is important that you inform the Cash Office immediately if you have cancelled your direct debit mandate.

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What happens if money is incorrectly taken from my account?

The Direct Debit Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits. 

The scheme guarantees that if an error is made in the payment of your Direct Debit, by UWE or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to, you must pay it back when UWE asks you to. 

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What is the Direct Debit Guarantee?

The full text of the guarantee issued on behalf of all the banks and building societies taking part in the scheme is reproduced below.

 

The Direct Debit Guarantee
  • This Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the Scheme is monitored and protected by your own Bank or Building Society.
     
  • If the amounts to be paid or the payment dates change, University of the West of England will notify you 10 working days in advance of your account being debited or as otherwise agreed.
     
  • If an error is made by University of the West of England or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid.
     
  • You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of your letter to us.

 

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Why can't I specify a payment plan for my Tuition Fees?

The instalment options must be indicated when you enrol online or at one of our registration events. Should you fail to notify the Registration Team of your preferred instalment option, your payment plan will default to 6 monthly instalments.  Please refer to Money Matters for more information.

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Can I change my instalment details online?

You cannot amend your instalment details online. If you would like to amend you direct debit instalment details, please contact the Cash Office.

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Why don’t I specify the payment amounts?

Our Registration Team raises your tuition fee invoice dependant on the option selected when enrolling online. The instalment amounts are then based on the instalment option specified, e.g. 3M will be split over 3 consecutive months.

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When will I be notified of the payment dates and amounts for tuition fees?

Once the Registration Team raises the tuition fee invoice and we have successfully received your bank details, an advance notice letter will be sent to either your UWE Live or otherwise specified email account. This email will detail the exact dates and amounts when collections will be made.

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What are the standard collection dates for tuition fees?

The first date of collection for 2012/13 tuition fees will be 1 November 2012. Subsequent dates will be dependant on the instalment option selected, exact details will be sent to you at least 10 working days prior to the first collection.

Please note that the final instalment date for those students starting in September 2012 is the 1st April 2013, and for those starting in January 2013, the final instalment date is the 1st August 2013. If you fall outside of these categories then please contact the Student Records Team or refer to Money Matters for further information. 

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What should I do if I have set-up a direct debit online but haven’t received an advanced notice letter?

We start setting up new direct debit agreements after online registration has opened for the new year. If you have not received an advance notice letter by email 2 weeks before the first instalment is due then please contact the Cash Office.

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What happens if I haven’t specified an instalment option during online registration for my tuition fees?

If you did not select an instalment option during online registration or at one of our registration events, then the standard payment plan (see next question) will be used and you will be sent confirmation of this by email to either your UWE Live or otherwise specified email account.

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What is the standard payment plan?

Students who do not select an instalment option, will be set up with a six monthly payment plan as long as the direct debit is set up by the 15th October 2012 for September Starters, and the 15th February 2013 for January starters.  If the direct debit is set up after these dates, the payment plan will start at the next available date.  However, the final payment must be made before the 1st April 2013 for students starting in September and the 1st August 2013 for those starting in January.

If you do not fall into one of the above start dates, your payment dates will be confirmed with you at registration.

Please contact the Cash Office if this is likely to cause problems.

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