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Changes to our online payment system

Find out about changes we are making to improve the way online payments are made.

Published: 23 March 2022

Last updated: 23 March 2022

What is changing?

Online card payments are being changed as part of the Strong Customer Authentication (SCA) legislation. 

This change requires all payment providers in the UK to protect you and your money by introducing a 2 Factor Authentication (2FA) process, to confirm that it’s really you when you use a debit or credit card to make an online payment.

Banking providers will be using a variety of ways to implement 2FA with their customers, this could be by any of the following methods:

  • if you are using a banking app, you may be sent a secure message to confirm it is you via fingerprint, facial recognition or by entering a secure pass number
  • if you are using a payment card, you may be sent a One Time Passcode (OTP) via text or landline - you will be asked to set up your preferred mobile or landline number in order to verify payments with your card provider
  • some banks are contacting customers to ask for an email address to verify their online payments

Current issues

We are aware that some people are currently having trouble making telephone payments via Santander Mastercard Debit cards. Santander has asked customers to make payments using an alternative card or payment method.

Some web browsers (Internet Explorer) may not allow customers to enter their verification details, and in this case they are advised to use Google Chrome or Microsoft Edge. 

We are continuing to monitor and resolve any issues experienced with online payments to the council.

You can report any issues by emailing: [email protected]