FAQ Shoppers FAQ

Q. What is Paylink ?

Paylink is the secure hosted form provide by CityPay Limited.

Q. Who is CityPay Limited?

CityPay is a Payment Service Provider and ISO. CityPay has been established since 1999 and is accredited with most UK acquiring and some European banks. We can accept Visa and MasterCard, American Express, Diners, Laser, JCB and all the major debit cards.

Q. I have not received confirmation of my order.

Please contact the online retailer from whom you placed the order with.

The online retailer is responsible for all aspects of your order and therefore we recommend you contact them direct. Their contact details should be displayed on their website.  CityPay only processes the payment on behalf of the online retailer and  we do not hold any information with regards to your order. 

Q. How do I know if my payment was successful?

When you submit your payment details through CityPay's secure hosted form Paylink, we submit these details to your Card Issuing bank and request an authorisation. Depending on the result of this request you will be displayed a Successful or a Declined message on the screen.

Please note that authorisation of your payment does not guarantee acceptance and fulfilment of your order from the online retailer. It is the online retailers responsibility to confirm your order.

Q. How do I cancel my order and get a refund?

Please contact the online retailer direct. The online store is responsible for all aspects of your order. CityPay only provides the online retailer the ability to process payments securely over the internet and are not authorised to cancel any orders or perform a refund.

Q. My transaction is being declined because the postcode is incorrect.

The postcode entered needs to be the one registered for the card statement address and not where you wish the goods to be delivered or the billing to be sent.

The postcode that you are entering does not match the one stored at the card issuing bank. You will need to contact your card issuing bank and verify the postcode they have stored. (this is entered manually at the bank and can be subject to human error.) or alternatively use the postcode that is on the bank statement for that card.

International postcodes can not always be handled by acquiring banks and the response will therefore also be declined.

Ireland does not have any postcodes so if you supply AB this normally resolves the issue.

Q. Which payment methods do you accept?

CityPay is able to process most common international and domestic card types, however the online retailer can choose which card types they wish to accept. 

If your card type appears not to be accepted please contact the online retailer direct.

Q. Can I pay by another method?

CityPay can only accept online payments made over the internet, therefore if you wish to pay by cheque or provide your card details over the phone, you will need to contact the online retailer direct.

Q. I am unable to contact the store what should I do now?

Unfortunately if you are unable to contact the online retailer then CityPay suggests that you contact your card issuer and enquire what your consumer rights are.

+44 (0)1534 884000