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FAQs

Do I have to register to make my payment / to submit my application?

You do not need to register to use the majority of our online transactions. You will need to register to pay co​unc​il tax, housing rents and sundry invoices.

Registration gives you the benefit of being able to track the progress of your order or application.

Why am I unable to login with the password that has been issued to me?

("No record of the email address & password combination found")

The password that has been issued to you is case sensitive and needs to be entered exactly as it appears. It may help to "copy" & "paste" the password from the notification email that you should have received after completing your registration. As a guide, the password is made up of a number, followed by seven letters, followed by a number.

Why am I receiving an "Account Locked" Error when attempting to login?

As a safety precaution, accounts are automatically locked when a password has been entered incorrectly three times in succession. This is to prevent fraudulent usage of your account. The lock clears automatically after 30 minutes and you will then be able to login with your current password.

I have forgotten my password

If you have forgotten your password You may obtain your replacement here. Enter your registered email address, click submit and a new password will then be emailed to you.

How do I know it is safe to pay online with the City of London?

All payments made through the City of London website are made in secure Secure Socket Layer (SSL) sessions which use 128 bit encryption to protect your details. Payments are processed by a specialist internet payment agent, Worldpay. When you have completed your online order, you will automatically be transferred to Worldpay's secure server. When your payment has been authorised you will then be automatically returned to this website. The City of London does not keep any record of debit / credit cards to avoid the risk of fraudulent usage or leakage of information. Please email the Transactions Team if you have any further questions on this matter.​​​

Accepted card types

​Accepted card types

What payment cards can I use?

You may pay using a debit, credit or switch card carrying the Visa, MasterCard or Maestro symbols. (American Express and Diners Club cards are not accepted.)

When will my online payment be processed?

Payment will debited against your card as soon as you have entered your card details and have received confirmation from Worldpay. Dependent on the goods or services which you are ordering, the estimated time of fulfilment may vary. Please refer to the terms and conditions of sale that appear elsewhere on this site and to any special terms and conditions which have been published for the goods or services you wish to order.

Will I receive a receipt for my online payment?

Yes. At the point of completion of an order you will be emailed confirmation of payment by Worldpay and confirmation of your order by the City of London.

How do I get a VAT receipt of my payment?

You can download a VAT receipt that is recognised by the HMRC. If you made the payment as a registered user, log in through the 'My City Login / Registration' link in the top menu if you haven't already, then select the transaction you want from 'transactions and requests' then 'view VAT receipt' or 'get VAT receipt PDF'.

If you did not make the payment as a registered user, select the 'My City Login / Registration link' in the top menu, then select 'find transaction' and enter the email address you used when you made the payment and the order reference number that is in the confirmation email from the City of London sent to you when you made the payment. If the order was found, its details are displayed along with links to 'view VAT receipt' or 'get VAT receipt PDF'.

Why am I being asked for additional information to complete a payment?

3D Secure - Additional requirement for website payments

An additional level of security has been added to The City of London Corporation's online payments service. The change has been introduced by Card Issuers (ie mainly Banks) and will become apparent after a person making an online payment on this site completes the "payment details" page for our third party Authentication Service (Worldpay). The change requires the payer to enter secure data, supplied by their Issuing Bank, into a securely hosted webpage which is then "authenticated" by the Issuing Bank.

Authentication - 3D Secure

​Authentication - 3D Secure

What is Authentication?

MasterCard SecureCode (MCSC) and Verified by Visa (VbV) have introduced this new authentication process to increase confidence in online shopping and to reducing cardholders' exposure to fraud by verifying their identity at the time of purchase.

We already make use of the Worldpay Authentication service to protect our customers from fraudulent transactions but the ability to check the identity of the cardholder will enhance the service they are providing and will strengthen our existing anti-fraud strategy.

In summary

This data is not shared with the City of London Corporation.

Protects the cardholder against misuse of their card on the City of London website.

The new facility only covers Internet payments and so does not extend to cheques by mail, or telephone orders, nor do they cover all card types. For more information, please contact the Transactions Team See an example of the new page to the right.

Published:
04 May 2012
Last Modified:
28 June 2016

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