Information Services

Online Fine Payment FAQs

Frequently Asked Questions about paying Library fines online

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

You will not be charged any additional fee for making an online fines payment.

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

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 payment of fines and fees. It may be useful to the payment reference number if you make an enquiry about your transaction.

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 payment of fines and fees 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 library account in DiscoverED has not updated - what should I do?

Please refresh your browser to ensure that the fines and fees have not been removed from your account.

If the fines and fees are still on your account, 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.

Contact the IS Helpline

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.

Can I get a refund for fines I have paid but think were incorrect?

Please note that fines and fees already paid online cannot be refunded other than in exceptional circumstances.

Refunds will be reimbursed to your credit or debit card.

The University reserves the right to refuse a refund.