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Issues with payments not being completed

Q: My credit/debit card keeps being declined. What can I do?

• Answer: Try these steps:
  • Check with your card issuer  what the daily and individual transaction limits are?
  • Try to make smaller payments (e.g. instead of 1 x £10,000, try 2 x £5,000 or 10 x £1,000).
  • Inform your card issuer about the transaction to ensure it's genuine.
  • Ensure your account is set up for 3D Secure (3D Authentication). 
  • Update your phone number with your card issuer to receive confirmation codes.
  • Confirm your card can be used for online payments (some prepaid cards can't).
  • Consider using another payment option.

 

Q: I am having technical difficulties paying online. What can I do?

• Answer: Try these steps:
  • Ensure a strong WiFi or data connection if using a mobile device.
  • Enable cookies in your browser.
  • Allow pop-up windows in your browser.
  • Try using a different browser, or the same browser in private/incognito mode. 
  • Try paying in smaller amounts (e.g. instead of 1 x £10,000, try 2 x £5,000 or 10 x £1,000) 

Q: I require help paying through Convera. What can I do?

• Answer:
  • For payment enquiries with Convera contact them directly using their .
  • If you are wanting to track your payment use their .
    
    

Q: I require help paying through Transfermate. What can I do?

• Answer:
  • For payment enquiries with Transfermate contact them directly by emailing edu@transfermate.com

Payment Confirmation

 

Q: How do I know if the University has received my payment?

• Check Balance: Log into the Student Payment Portal or your RISIS account to see your balance.
• Processing Time: Payments usually show within 1-3 working days.
• Convera/TransferMate: You'll get email or SMS updates from these providers. You can also contact them directly:
  • Convera: or use their l.
  • TransferMate: Email edu@transfermate.com.

 

Q: How are my payments allocated to my balance?

• Order of Allocation:
  1. Tuition fees.
  2. University accommodation fees (after tuition fees are paid).
  3. Other charges (after tuition and accommodation fees are paid).

Payment Methods

 

Q: How can I pay my Tuition or Accomodation Fees?

• Payment Methods: Check the Payment of Fees guide for supported payment methods.

Q: Can I use a payment method not listed on the Payment of Fees webpage?

• Answer: No, you must use one of the listed payment methods. These methods comply with the University's Financial Sanctions and Anti-Money Laundering policies.
  
  

Q: I need the university bank details for a loan application in my home country. How do I get them?

• Answer: The University doesn't give out its bank details due to Financial Sanctions and Anti-Money Laundering Policies. Instead, use Convera or TransferMate. They provide ºÚ¹Ï³ÔÁÏÍø branded letters that you can give to your lender, showing they are authorised to accept the bank transfer on behalf of the University.

Q: Can a third party, like a friend or family member, pay my student fees?

• Answer: Yes, they can use any supported payment option. However, they are not considered a "sponsor."

Q: How can I pay for other goods and services from the University?

• Answer: Check the Ways to Pay online page for a list of payment methods.

 

Fee Details

Q: How much are my fees?

• Tuition Fees:You'll be notified of your fees when you enroll each year and thereafter you will receive a termly bill (statement) detailing your outstanding charges. Please note that the fees are subject to annual increases.
• Accommodation Fees: The Accommodation Office will give you the details when you register for halls.
• Check Your Balance: Returning students can check their fees in the RISIS account under the information tab.

Q: When are my fees due?

• Tuition Fee Due Dates: These are displayed on our Tuition fee payment dates webpage.
• Accomodation Fee Due Dates: These are displayed on our Accomodation Terms and Conditions webpage.
• More Information: Check the University Student Payment Policy for details on due dates and consequences of non-payment.

Q: How do I pay my fees if I’m receiving a Post graduate loan from my Student Finance Authority?

• Loan Instalments: You'll get your loan in three instalments (September, January, and April for autumn starters).
• Payment: Pay the university as soon as you receive each instalment using supported payment methods.
• Installments: Pay your fees in three parts: 33%, 33%, and 34%.
• Fee Details: Your tuition fee for the year is in your offer letter or Finance report on your RISIS portal.

 

Third-Party Payments

Q: Why have I been invoiced instead of my Sponsor/Student Loans Company (SFE)/NHS?

• Reason: You need to provide a valid sponsor letter for the University to bill your sponsor. Without it, you are considered a 'self-funding' student and will be invoiced to pay yourself.

Further Contacts for payment enquiries

Before contacting someone directly please make sure you have read the FAQ above as most answers are contained on this page.

Q: I am still having difficulties paying?

• Cannot log-in: If you are having trouble loggging in email  ecommerce@reading.ac.uk.
• Problems paying: If you are unable to complete a paymnet contact epayments@reading.ac.uk. 

Q: I have a query about my charges - who should I contact?

• Tuition Fees: Based on your program, attendance mode (full-time or part-time), and fee status (Home or Overseas). Contact the Student Fees Administrator at studentfees@reading.ac.uk.
• Accommodation Charges & Fines: Email accommodationonline@reading.ac.uk.
• Library Fines: Email library@reading.ac.uk.
• Late Payment Charges: Email studentcreditcontrol@reading.ac.uk.
• Ad Hoc Charges (e.g., trips): Contact your department or school.

Financial Difficulties

 

Q: I am experiencing financial difficulties. Is there any help or advice from the University?

• Contact: Email the Student Credit Control team at studentcreditcontrol@reading.ac.uk.
• Drop-In Service: Visit the Carrington building on Thursdays from 9:30-15:00 during term time.
• Financial Guidance: Visit the Student Financial Support team in the Carrington building from 10:30-13:30 each day.

 

Q: What action will be taken if I do not make payment against my balance?

• Consequences:

  • Late payment fee up to £150 per term.
  • Suspension from the University (blocked IT account, no classes, no exams).
  • Withholding exam results, certificates, and graduation participation.
  • No contract for vacation residence.
  • No application for accommodation in future years.
  • Required to leave University accommodation.
  • Cancellation of catering package (no refunds).
  • Debt recovery through a collection agency.
  • Tier 4 students: University informs Home Office UK Border Agency, affecting immigration status.

• Advice: Contact the Student Credit Control team (studentcreditcontrol@reading.ac.uk) if you have payment issues. Don't ignore the problem.

 

Refunds

 

Q: If I have a credit balance (a '-' minus figure on the bill), can I get my money back?

• Continuing Students: Deduct the credit balance from your future payments.
• Final Year Students: If all charges are cleared, email receipts@reading.ac.uk to request a refund. The money will be refunded to the original payment source.
• Sponsor Overpayments: Refunds go back to the sponsor, not directly to you.

Q: How do I get a refund if I've made a payment online by mistake?

• Contact: Email epayments@reading.ac.uk.
• Include: Your payment reference number (from your email receipt) and student number.
• Note: Refunds are made to the original payment method as per our Anti-Money Laundering Policy.

Q: How long will refunds take to process?

• Domestic Refunds (UK Credit/Debit Cards): 3-10 working days.
• International Refunds (Non-UK Credit/Debit Cards): Up to 30 working days.
• Domestic BACS Payments: 2 working days.
• Foreign Payments to International Bank Accounts: 2-10 working days, depending on the country.