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Online payments - frequently asked questions

If you are having any problems making payments to South Tyneside Council online, please see below for common problems and queries and how to resolve them.

Issue - 'You do not have access to the requested page'

We are aware of an issue for some users who are unable to make payments on certain devices or web browsers. We are working to fix this issue with our payment provider.

If you see a message that says 'you do not have access to the requested page', please make sure your browser is up to date.

If you are still having problems, you may want to try using a different device if possible, or you can make a payment over the phone by calling South Tyneside Council on 0191 427 7000.

We are sorry for any convenience this has caused.

Security update - February 2018

From the 15 February 2018 you may experience some problems with making payments online.

This will be due to your browser and if you have a TLS 1.2 protocol enabled.

Is my browser compatible?

If you are using any of the following browser versions then you will have a problem using Civica pay from the 15 February 2018:

  • Chrome, version 29 or less
  • Android through your phone, version 4.3 or less
  • Firefox, version 23 or less
  • Internet Explorer (IE), Version 7 or less. Not supported on Vista. Available but disabled by default from version 11 or less
  • Internet Explorer mobile, available but disabled by default until version 11
  • Opera, version 16 or less
  • Safari, version 6 or less and OSX10.9
  • Safari Mobile, version IOS 4 or less

How will I know if I have a problem?

You will know you have a problem if you see a message appear on your screen.

The message will be in a box titled 'TLS Security Error' and lets you know that you cannot connect to TLS 1.2 using your current browser. The message also shows a list of the suitable of the browsers  and gives steps on how to enable the protocol.

How can I find out if I am missing the TLS 1.2 protocol?

Go to the How's My SSL website.

On the left hand side of the page you will see a heading called version.

If you have the protocol enabled, it will say 'Good' and that you are using an up to date version of TLS.

If the protocol is not enabled, it will say 'Bad' and that you are using an old version of TLS.

How can I enable this protocol?

If you are using Internet Explorer

  1. Open Internet Explorer
  2. Click Alt T and select "Internet Options"
  3. Select the "Advanced" tab
  4. Scroll down to the "Security" section
  5. Find and check "TLS 1.2"
  6. Then, press the "OK" button

If you are using Google Chrome

  1. Open Google Chrome
  2. Click Alt F and select "Settings"
  3. Scroll down and select "Advanced"
  4. Scroll down to the System section and click on "Open proxy settings..."
  5. Select the "Advanced" tab
  6. Scroll down to the "Security" section
  7. Find and check "TLS 1.2"
  8. Then, press the "OK" button

If you are using FireFox

  1. Open FireFox
  2. Type in "about:config" in the URL bar and press enter
  3. Scroll down to "security.tls.version.max" and press enter
  4. Set the value to 3
  5. Then, press the "OK" button

If you are using Opera

  1. Open Opera
  2. Click Ctrl+F12
  3. Click on "Security"
  4. Click on "Security Protocols..."
  5. Check on "Enable TLS 1.2"
  6. Press the "OK" button
  7. Then, press the "OK" button

If you are using Safari

  1. There are no options for enabling SSL protocols. If you are using Safari version 7 or greater, TLS 1.2 is automatically enabled

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