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 the card payment service. What should I do?

For a new browser window or tab to open, it is necessary for your browser to allow popups. The methods of allowing popups vary. Here are some guidelines for allowing popups in Internet Explorer, Firefox and Safari.

Alternatively, return to the MyEd channel and manually transfer to our payment provider by clicking on the link.

Links in MyEd don't open, or a popup window was blocked by the browser, what do I do?

Please refer to the appropriate MyEd FAQ.

Will I be charged a fee for making a payment online?

You will not be charged any additional fee for making a payment using the Online Print Credit channel.

I have opened my confirmation emails but cannot view the message. How can I view it?

The confirmation emails are best viewed in HTML. If you cannot view the message, try opening the attachment.

What is a payment reference number?

The payment reference number takes the form CPG_PR (5 digits). It is the unique transaction code for your purchase of print credit. It may be useful to the payment reference number if you make an enquiry about your transaction.

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 is 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 contact the IS Helpline.

What should I do if the card payment service is not accepting charges from my credit or debit card?

Please follow the advice displayed by the card payment service information messages.

How do I know if my credit or debit card has been charged?

When your payment is processed successfully, the card payment service will send a confirmation email to the email address you entered in the cardholder details section. This email contains a unique transaction code for your purchase of print credit called the payment reference number.The payment reference number takes the form CPG_PR (5 digits).

You can also check your credit/debit card statement to determine whether the card was charged.

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 card payment service cardholders details for an email from the card payment service confirming the transaction and note the unique payment reference number. Contact the IS Helpline, providing them with the following information: the payment reference number, 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 payment transaction confirmation email and see IS Helpdesk staff.

I have not received a confirmation email from the card payment service even though my card was charged.

Ensure that the email address you are using is the one that you have entered with the card payment service and check that the email was not moved to your email account's spam folder.

You can also check your credit/debit card statement to determine whether the card was charged.

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 be claimed by physical presentation at the IS Helpdesk in the Main Library.

The University reserves the right to charge an administration fee.


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