If your payment fails, you may see one of two error messages:
- "A problem was encountered. Please do not attempt to make this payment again."
- "The system is unavailable"
Unfortunately, your payment may have failed your bank's security verification through our online system. We have an extra level of security for payments, which protects you from unauthorised use of your debit or credit card. One of these security features is 3D Secure.
When you make an online payment with us, you will be taken to an 'Authenticating payer details' screen during the process, so that your details can be verified.
After this has been completed, the system should automatically return you to the authorisation process. This can take up to 15 seconds. If you are not redirected, please click the submit button.
Do not click the submit button before 15 seconds have passed, otherwise the payment may fail. This is because your details may have not been fully authenticated.
It is recommended to check the payment is not pending within your bank account before attempting to make the payment again.
What should I do if I waited 15 seconds but the payment still failed?
Please raise an enquiry using our Payment Help Service. We can then investigate the reasons why your payment has failed.