Online print credit: FAQs
A list of Frequently Asked Questions that may help if you encounter any problems with using the Online Print Credit system.
Which Web browser should I use to access the Online Print Credit channel?
University services should work well with most browsers, but if you have difficulties, switching to one of the preferred browsers should help.
Do I need to add the Online Print Credit channel to MyEd?
If you are a student you should find the Online Print Credit channel in the myStuff tab in MyEd.
If you are a member of staff or visitor, you should add the Online Print Credit channel.
I have clicked on Add Amount but a new browser window does not open to transfer me to RBS WorldPay. What should I do?
For a new browser window or tab to open, it is necessary for your browser to allow pop-ups. The methods of allowing pop-ups vary. Here are some guidelines for allowing pop-ups in Internet Explorer, Firefox and Safari:
See also:
Links in MyEd don't open, or a pop-up window was blocked by the browser, what do I do?
Will I be charged for making a payment online?
You will not be charged any additional fee for making a payment using the Online Print Credit channel.
Why do I receive two emails confirming my transaction?
When you make a successful transaction, you will receive two emails. One from RBS WorldPay (shopper@rbsworldpay.com) confirming your payment via credit or debit card. You will also receive an email from the University of Edinburgh (Online Print Credit Channel) confirming your print credit account has been successfully updated.
I have opened my confirmation email but cannot view the message. How can I view it?
The confirmation emails are best viewed in HTML. If you can't view the message, try opening the attachment.
What is a Merchant Reference or Cart ID?
The Merchant Reference or Merchant Cart ID is the unique RBS WorldPay transaction code. It may be useful to quote the Merchant Reference or Merchant Cart ID if you make an enquiry about your transaction.
Why does the confirmation email I received from RBS WorldPay show the wrong time?
RBS WorldPay always shows Greenwich Mean Time (GMT). This means that during British Summer Time (March to October) messages from RBS WorldPay are exactly one hour behind.
I have received emails confirming my payment and my account balance has updated but I do not see the credit transaction in my Account History. What should I do?
There may be a delay in updating the Account History, please wait an hour and try again; if the problem persists, please report it.
My name missing from the Update your printing account page. What should I do?
You would normally see your name displayed on the Update your printing account page. If it is temporarily missing, you can proceed but you may prefer to try again later. If the problem persists, please report it.
What should I do if the Online Print Credit Channel in MyEd is not working?
The channel will display an information message to indicate that the service is temporarily unavailable and to try again later. You may wish to try alternative methods of crediting your printing account.
If there is no information message, please report the fault by either reporting the fault to the IS Helpline by either using the Report a Problem function in the Help tab with MyEd or by emailing the Helpline.
What should I do if the RBS WorldPay is not accepting charges from my credit or debit card?
Please follow the advice displayed by the RBS WorldPay information messages.
How do I know if my credit or debit card has been charged?
When your payment is processed successfully, RBS WorldPay will send a confirmation email to the email address you entered in the cardholder details section. This email contains a unique RBS WorldPay Merchant Reference or Cart ID.
If your payment is not processed, RBS WorldPay will send an email to the address you entered in the cardholder details section.
You can also check your credit/debit card statement to determine whether the card was charged.
What should I do if RBS WorldPay stops working while I am making a payment?
Please check the email account you entered in the RBS WorldPay cardholder details to find an email from RBS WorldPay either confirming the transaction or cancelling the transaction.
If the transaction is confirmed, check that your printing account balance has been credited by the correct amount.
My credit/debit card payment was processed, but my printing account was not credited- what should I do?
Please check the email account you entered in the RBS WorldPay cardholders details for an email from RBS WorldPay confirming the transaction and note the unique RBS WorldPay Merchant Reference or Cart ID. Email the IS Helpline, providing them with the following information: the RBS WorldPay Merchant Reference or Cart ID, a description of the problem you are encountering and the text of any other error messages displayed.
If you are able to, you may be advised to visit an IS Helpdesk for assistance. In this instance, take a print out of the RBS WorldPay transaction confirmation email and see IS Helpdesk staff.
I haven't received a confirmation email from RBS WorldPay, even though my card was charged.
Ensure that the email address you are using with RBS WorldPay is correct and check that the email was not moved to your email account's spam folder. You may need to set your email account's spam settings to allow emails from RBS WorldPay.
Where can I use the credit I have added online?
Credit added online can be used for printing and/or photocopying in the following locations:
I am leaving University. Can I get a refund of my print balance?
When you leave the University you are expected to have run down your printing account to close to zero.
Refunds can only be claimed by physical presentation at the IS Helpdesk in the Main Library.
The amount refunded will be what is in the printing account, less an administration charge of £5.
This article was published on Nov 30, 2012