Frequently Asked Questions

Q. Are my PC and internet browser compatible?

A. To use our online payments service your browser must support 128-bit encryption strength. If your browser does not support this level of encryption technology, you will not be able to pay for services online.
The procedure for checking this setting varies according to the software you have installed but for most people, you can show the level of encryption supported by clicking 'Help' then 'About' on your browser toolbar, then checking the 'Cipher Strength' (Internet Explorer) or 'Version Support' (Netscape) values. This screen normally provides a link to download any software you may require.

Q. I use the AOL browser to access the internet but have found this may need to be set up differently?

A. We have made every attempt to make our site as user friendly as possible. If you are an AOL user and you are experiencing problems viewing the secure page to pay, please take a moment and review the information and suggestions below.

• Make sure you have the latest version of AOL software installed.
  The AOL upgrade (both to AOL 5.0 and AOL 6.0) does not in all cases upgrade Microsoft Internet Explorer, which is the browser AOL uses to access the web. If you're using AOL's browser, please go to Keyword:128Browser in order to upgrade your browser (From AOL 4.0 or 5.0, just type "128Browser" in the address bar) or press Ctrl + k. Another option (Windows 95/98): Click your Windows START and go to PROGRAMS -- run Internet Explorer (separate from AOL, but you can leave AOL running). This is a blue "e" with a circle around it. Click HELP at the top of the Internet Explorer window, and go to About Internet Explorer. If the version is anything under 5.0 you will need to upgrade. You can do this at the Microsoft website.
  
• If you are using Internet Explorer as a stand-alone browser and still have difficulty you may need to modify your browser's Secure Sockets Layer (SSL) settings. It's a very easy process and takes just a minute. Click the Tools menu, and then click Internet Options. On the Advanced tab, scroll to the Security section and make sure there is a check beside the settings for SSL 2.0, SSL 3.0, TLS 1.0, PCT 1.0 If there is not a check beside any of these settings be sure to check them and click Apply and then Ok. Then close your browser and restart it.

Other browsers

Microsoft Internet Explorer

• From your browser's "Help" menu, select "About Internet Explorer".
• There should be a line which reads: "Cipher Strength: 128-bit"
• If your browser's "Help->About Internet Explorer" does not mention 128-bit cipher strength, you'll need to download the free "Internet Explorer High Encryption Pack" from Microsoft.

Netscape Navigator

• From your browser's "Help" menu, select "About Navigator".
• Verify that you have Netscape 4.08 or newer.
  

Q. How do I know that my payment has been successfully processed?

A. Once you have correctly entered your card details and clicked the 'Make payment' button, you will be given a message stating, "Thank you, your payment has been successfully processed. Your shopping basket reference number is *********."

We recommend that you print this page. Please note that we no longer send you a receipt via email.

Q. What happens if the payment fails?

A. If you receive a payment failed message. Click 'Retry' to amend your order details and try again, if you are still having problems you can contact our payments help desk during office hours on 020 7525 3060.