Information about declined payments
We are seeing an increase in the number of payments being declined. This is often due to the additional security features the payment card providers are introducing to try to reduce fraudulent payments and protect customers from fraud. Please note, that the council does not have access to any information telling us why your payment was declined.
What to do if your payment is declined
Please contact your card issuer (which may be your bank or credit card provider) and ask them why the payment was declined. They will probably ask you a date and time you tried to make the payment and how much you were trying to pay. If you don’t get a satisfactory answer as to why your payment was declined, asking the following questions may help:
- Does my card have an upper limit on the amount I can pay for an online transaction?
- Do you try and contact me if the amount I am trying to pay online is above a certain amount?
- How are you trying to contact me – do you have my correct contact details?
- Was the payment declined because I didn’t have enough money in my account?
Your card issuer should try and help you so you don’t have future payments declined.
Find alternate payment methods
Save time and paper by signing up for e-Billing, and access your Council Tax or Business Rates account on demand through My Chesterfield.
You'll need to register for a My Chesterfield account before setting up e-Billing, here's a step-by-step guide:
1. Register for My Chesterfield
Go to the My Chesterfield registration page and set up an account - you just need your name, address and email address. If you're already signed up for My Chesterfield just log into your account.
Once you're logged in choose 'View your bills online' for more details.
2. Add the Council Tax or Business Rates service to your account
The first time you use My Services (the secure area where you can access your online bills) you'll need to add the Council Tax or Business Rates service to your account.
You'll need to provide your account number and answer some security questions before we can give you online access to your account (we might need to send you a PIN in the post).
3. Set up e-Billing
View your Council Tax or Business Rates account and then choose ‘e-Billing settings’ to sign up for paperless bills. You can also update the email address we send your e-Bills to, or change back to receiving your bills through the post.
Need any help?
If you're having trouble setting up e-Billing or using My Chesterfield please contact us and we'll do our best to help.