Payment help

Runnymede Borough Council uses GOV.UK Pay to process all online and telephone payments. GOV.UK Pay is a secure payment service that uses industry-leading security measures to protect your data.

You can use our frequently asked questions to help answer your payment questions.

We accept the following payment methods for online payments:

  • Visa
  • MasterCard 
  • Maestro
  • Apple Pay 
  • Google Pay 

We do not accept PayPal, prepaid, or Diner cards.

There are a few reasons why your payment may have been refused. The most common reasons are:

  • You entered your card information incorrectly.
  • Your card has expired.
  • You have insufficient funds in your account.
  • Your bank has declined the payment for security reasons.

If you are unsure why your payment was refused, please contact your bank or card issuer for assistance.

Yes, paying online with us is safe. We use strict security precautions to protect your information, including the use of a Secure Socket Layer (SSL) server. You can check that you are paying in a secure environment by looking for either a locked padlock icon or an image of a key in the bar at the bottom of your screen. 

Additionally, your web address should start with https:// - the 's' indicating it is a secure page. This should appear on any page where you are entering personal information, such as your payment card.

Once you have made a payment, you will receive a form completion message confirming payment and next steps. You will also get a confirmation email sent from the council. Email confirmation is sent from donotreply@runnymede.gov.uk. This will show as "Runnymede Borough Council" on your bank statement.

Payments made using our payment provider GOV.UK Pay are usually processed immediately. However, it may take up to 24 hours for your payment to appear in your bank account. Runnymede Bank payments will show as online payment service. 

Secure Payments is a system put in place by Visa and MasterCard. The Council do not manage the system directly. Instead, our website payment provider GOV.UK Pay talks to Secure Payments when you make a payment online. 

You will be asked to enter some information that only your bank would be able to validate. This provides additional security and peace of mind that only you could be using your bank card. 

If you experience problems entering your personal information on Secure Payments, you will need to contact your card provider. They hold the details of your account and the Council would never ask you to share those details with us. 

GOV.UK Pay uses the following cookies:

  • JSESSIONID - This cookie is essential for the payment process to work. It stores a session ID that is used to track your progress through the payment process.
  • govukpay_session - This cookie stores information about your current session, such as the payment amount and the payment method you have chosen.
  • govukpay_notifications - This cookie stores information about the notifications you have seen, so that we don't show them again.
  • govukpay_user_id - This cookie stores your user ID, if you have signed in to GOV.UK Pay.
  • govukpay_remember_me - This cookie remembers your login details if you have chosen to remember me. 

 

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