Making online payments FAQ

The EU Payment Services Directive (PSD2) recently came into force and may change the way that your bank processes your payments. As a result, we’ve made changes in the way the Institute manages your transactions.

To assist you, we’ve compiled a list of frequently asked questions to help you complete your payment successfully.

  1. What is PSD2?

    PSD2 is an EU Directive which recently came into force and may change the way that your bank processes your payments. The objective of PSD2 is to enhance the security of online payments.

  2. How do I make a payment?

    • Before you make payment, you must ensure that your mobile phone number has been registered with your card provider/bank – this will enable them to send you a one-time passcode to authenticate online transactions
    • Ensure you have your registered mobile phone to hand as you may now require this for payment authentication purposes
    • You will be prompted at the payment summary page to update your email address and mobile number. Up to date details are essential for smooth payment processing
    • Your phone number should include:
      • Country code e.g., 353 or 44 – please do not use 00 or +
      • Prefix – this is the first 3 digits of your mobile phone number
    • To “make payment”, you will be directed to our third-party payments provider Global Payments to complete the transaction
    • Your card provider may text you a verification code, which must be entered to the payment site to complete the transaction. In this instance the mobile phone details you provide to us must match those held by your bank to ensure successful payment
  3. I received one of the following error messages when making a payment, what should I do now?

    If you receive any of the below error messages while attempting to make payment, please contact your bank who should be able to assist you with the issue that you are experiencing:

    • Referral B Credit Card Verification Failed
    • Transaction blocked by merchant’s 3D secure 2 configuration. Credit Card Verification Failed
    • Authentication rejected – Credit Card Verification Failed
    • Declined – There is a problem with your card
  4. My session has time out – what do I do next?

    If your session times out, you will receive the following message directing you to log into the site again:

    Session Expired

    When you log back in you should:

    • Complete the payment process if you have not already done so
    • Check your order history if you had completed your transaction to confirm payment has been made
    • If your payment was processing, get in touch with us to ensure your payment has been processed. We will contact you within 24 hours
  5. The payment page is frozen, what does this mean?

    Please get in touch with us to ensure your payment has been processed. We will contact you within 24 hours.

  6. My balance is incorrect, what should I do?

    If the balance on your order is displaying incorrectly, please get in touch and we will make contact within 24 hours.

  7. How can I tell if my payment has completed?

    When your payment has processed you will be returned to the payment summary page.

    • A message will be displayed advising your payment has been successful
    • You will receive a confirmation email to the email address that we hold on file for you
    • You will find details of your payment in your order history including your receipt of payment
    • If for some reason you are not returned to the payment summary page, please get in touch and we will make contact within 24 hours
  8. What payment methods do you accept?

    We are currently experiencing some issues with online payments when using Euro AMEX cards. If you are using this card to make payment you will need to get in touch, and we will be more than happy to process the payment over the phone for you. Alternatively, you can use a different card to make payment online or use one of the other payment options listed below:

    • We accept all major credit and debit cards, including Visa and Mastercard
    • You can pay by Cheque – made payable to Chartered Accountants Ireland
    • We accept payment by Bank Transfer
  9. Why does my card provider need to send me a PIN/passcode?

    Sometime your card provider may “challenge” your payment, that is, they will query the validity of the payment to protect the security of your card account. In these cases, they will send you a verification code to complete your transaction. This might also be called a one-time PIN, passcode, or authentication code.

    • This verification code will be issued by text message from your card provider to your mobile phone so it's essential that you have the registered phone to hand
    • On receipt of the code, you will have a limited time (usually 10 mins) to enter this into our system and complete your transaction

    At no time you will be asked to enter your bank account PIN to our payments system. You should only enter the one-time code issued to you by the bank on your phone.

We are here to support you, if you experience any other issues while making your online payment get in touch and we will make contact with you within 24 hours.

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