E-payments FAQ
Service information

E-payments FAQ

Why have you introduced epayments?

The council is committed to modernising its services and giving you a range of payment options that enable you to pay at a time and place that is convenient for you.

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Are epayments safe?

The council is committed to protecting your privacy online. To ensure that no-body can read the information you send us we have taken the following measures:

We use encryption technology

Our secure server software encrypts all your personal information. Encryption means taking original data (e.g. your payment card number and home address) and converting into coded data so that it is unrecognisable as it travels across the internet.

When you enter the secure area of our web site you will see a padlock icon appear in the bottom hand corner of your browser window. You can click on the padlock to be sure that it is Walsall Council you are trusting.

We do not store your payment card details

Once we have processed your payment we do not receive your payment card details. A bank-approved payment gateway (Government Gateway, a Central Government initiative) stores your card details. When the payment transaction is approved, The council is sent details of the payment but not details of your card.

We comply with data protection laws

The Data Protection Act 1998 ensures the protection and care of personal information. This means that information you give us electronically will only be used for the purpose you intended.

How do I know if my Internet browser supports 128-bit encryption?

Basically, 128-bit encryption is supported by Internet Explorer (version IE5) and above and Netscape (version 4.8) and above. Lower level browsers will still provide a level of encryption but this will be at a lower level. Browser upgrades can be downloaded from either the Microsoft or Netscape products websites.

What if my Internet browser doesn't support 128-bit encryption?

Lower level browsers will generally still allow you to make an online payment, but the level of encryption will be at a lower, less secure level. In order to gain maximum protection for a transaction we recommend that you upgrade your Internet browser to one that supports 128-bit encryption.

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What products and services can I pay for?

You can currently make payments for:

  • Council tax
  • Non domestic rates (business rates)
  • Housing benefit overpayment
  • Mortgages (held with the council)
  • Car parking fines

We intend to provide online facilities for all types of payment to the council.  More products and services will be added over the coming weeks.

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What debit and credit cards can I use?

We accept the following credit and debit cards issued by UK banks:

  • Visa
  • Mastercard
  • Visa Debit (Delta)*
  • JCB
  • Solo
  • Switch/Maestro
  • Laser
  • Electron

* Visa Debit Cards carry the "Delta" logo on the back of the card. They can also be identified by the word "Debit" printed on the front of the card.

Debit and credit cards

We do not accept American Express, Diners Club and Visa Purchasing.

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How do I make a payment?

From the payments screen:

A.  Select the product or service you wish to pay for from the dropdown box at the top of the screen.

B.  You will now be presented with a number of fields to fill in.  The first field will always be the amount you wish to pay.  You will be asked to enter information such as your Account Number or Invoice Number, which are specific to your account, the system will verify to see if what you have entered is a valid number.  You will also be asked to enter the name and address that relates to account (for example Council Tax) that you wish to make a payment for.

Fields marked * are mandatory fields and must be completed.

Click on the help icon Help icon to access the help for each individual field.

C.  Once you are happy with the information you are about to submit, click on Add Item to Shopping Basket, the item will now appear in your shopping basket.

D.  If you wish to pay for any other products or services please repeat step B.

E.  When you are ready to pay, click on Proceed.  This will take you to a screen where you will be asked to enter your credit or debit card details.

F.  Select the card type that you wish to pay with.

G.  Enter the long card number on your card.

H.  For Switch/Maestro cards you will need to enter an Issue Number, please leave this blank for all other card types.

I.  Where applicable enter the card start and end dates (these are displayed on your card).  Note that some cards only have one of these dates, in this case leave the other date blank.

J.  You will now be asked to enter the cardholders name and address details these must relate to the credit/debit card that you are paying with.

K.  Click on Make Payment once you are happy that all your details are correct.  Your payment will now be sent for authorisation.  During this time do not click on anything, it can take up to 2 minutes (depending upon your Internet connection)to authorise, however it is normally within seconds.

L.  Once your payment has been authorised you will be notified on screen.  If your payment has been successful you will be issued with a receipt number, please write this down or click on print to print off the on-screen receipt.  If your payment is unsuccessful you will be told at this point and will be given the chance to resubmit your card details.

M. If you have supplied us with an email address you will now be sent an email receipt, please note if the system tells you that your payment was unsuccessful you will not receive an email receipt.  

N.  To go back to the online services homepage click on Done.

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What is the difference between a debit card and a credit card?

A debit card is one which is associated with your bank or building society account. Payments made using a debit card are paid immediately from your account. You must have funds in your account to honour the payment you are making. Your bank/building society statement will provide you with details of payments that have been processed using your debit card.

A credit card is a card not normally associated with your bank or building society account but a separate credit account with a pre-agreed spending limit. If you make a payment with your card beyond the agreed spending limit the payment you make will not normally be honoured. You must ensure you have sufficient funds available on your credit card account before making a payment.  The company with whom you have your credit card account will send you a statement showing the details of all payments and transactions processed. This will be a separate statement to that for your bank or building society account.

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Will it cost me any extra making a debit or credit card payment this way?

No, it will not cost you any extra, only the amount you choose to pay.  

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When can I make a payment?

You can make a debit card or credit card payment using this facility 24 hours a day, 7 days a week, 365 days a year with the exception of any unforeseen technical problems which prevents this service being available.

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Can I make more than one payment?

It is our intention that you can pay for multiple products and services in one transaction.  We are working hard to enable this, currently you can do this for the majority of products and services, we have implemented a shopping  basket where you can add multiple items then pay for them in one transaction.  The only exception is car parking fines which need to be paid for separately.

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What is the minimum amount I can pay in one transaction?

There is a minimum payment amount of £1.00

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What is the maximum amount I can pay in one transaction?

There is a maximum limit of £50,000.

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How much do I owe?

If you want to know for example - how much Council Tax you currently owe, you should refer to your most recent bill or notice for the amount that is due. The amount you pay by debit or credit card is entirely your decision, but unless you pay the amount due, your account will not be fully up to date.

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Can I have a receipt?

Yes if you enter an email address on the payment details page we will email you a receipt once the payment has been authorised.  You should receive this immediately after you have made the payment. You can use this as your official Council proof of payment.  Please note if the system tells you that your payment was unsuccessful you will not receive an email receipt.  

If you require a duplicate receipt or do not have an email address and require a receipt please contact a member of our Customer Services Team in our Call Centre on 01922 653344 (during office hours) alternatively why not email us, our email address is contactcentre@walsall.gov.uk. We aim to answer all emails within two working days.

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When will the payment appear on my account?

A payment using a debit card or credit card may take up to a maximum of 2 working days before it appears on your account.

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What if my card is refused?

Cards are not refused by Walsall Council - they are refused by your bank. There are many reasons why this may happen and we suggest you contact your bank directly.

If you card is refused you will be given the opportunity to check that all of the details you have entered match the details on your card, you can then resubmit the payment. Please note that if a payment is rejected then you must wait for 3 minutes before re-submitting your details otherwise the transaction will be rejected again, this is designed to prevent automatic multiple fraudulent attempts in quick succession.

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Who do I contact if I have a query?

If you have any queries regarding your payment you can contact a member of our Customer Services Team in our Contact Centre during office hours by email or telephone:

Email:     contactcentre@walsall.gov.uk. We aim to answer all emails within one working day, please do not email any personal card details.

Telephone:    01922 653344

If you require service specific information such as "What Council Tax Band am I in?" or "What day does my bin get collected?" you must contact the relevant service area directly. A full list of telephone numbers and email addresses can be found on the website. To find the service you are looking for please use the  A-Z index of webpages or search our website. Alternatively you can call the council switchboard on 01922 650000 (during office hours).

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Are there any other ways I can make payments 24/7?

Yes, using our automated telephone service you can now check your account balance and make an account payment by credit or debit card 24 hours a day, 7 days a week for the following services:

  • Council Tax 0845 111 2852
  • Business Rates 0845 111 2854
  • Housing Benefit Overpayments 0845 111 2857

This is an automated telephone service which requires a touch tone phone. You will need your account/invoice number and your credit/debit card. The process should take no longer than 5 minutes to complete.

We intend to extend this facility to enable you to check balances and make payments for more services.

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