Library online payments - frequently asked questions

What is a library account?

When you join Surrey Libraries you are given a membership number and a library account is automatically allocated to you. This account is used to record amounts owed by you to the Library Service, for example fines incurred by you due to the late return of an item borrowed from the library. It can also be used to record amounts due to you from a previous transaction, such as a refund for something which had been lost and previously paid for.

What can I pay for online?

You can pay for amounts you owe to the library service, such as fines for the late return of items. You can also pay for anything else which is added to your account such as reservations fees, printing and audio visual hire.

Is there a minimum or maximum payment?

There is no minimum but we would hope though that you will pay not less than £1 each time to reduce our administration costs and processing fees. The maximum payment at any one time is the total balance of your account.

What credit/debit cards can I use?

We accept all major credit/debit cards except American Express.

Will my payments be safe and secure?

Surrey County Council uses WorldPay to process card payments in a secure manner. See Information about payments to Surrey County Council.

How will I know that my credit/debit card payment has been accepted? Will I receive a receipt?

You will receive e-mail notification from Worldpay on behalf of Surrey County Council.

If I provide an invalid e-mail address, will the payment still go through?

The payment will still be processed but you will not receive an e-mail confirmation. If you do not receive an e-mail confirmation due to an invalid e-mail address you can also check your library account balance.

How do I check the balance on my library account?

From the libraries homepage click on Login which will take you to a log in page. Enter your library membership number then your PIN number to log in. Then select My Account from the menu on the top of the page, then choose the Fines tab, this will then show your account details.

What if my credit/debit card is refused?

Card validation is through WorldPay to the card issuer. There are a number of reasons why a card payment may be refused. Surrey County Council is not able to provide a reason for a refused card number. It is usually best to take up any refusal with your card issuer. You may wish to try another card as this may work instead or settle your account when you next visit the library.

My library card has been debarred (suspended) due to amounts owed. If I clear the amounts owed can I start using my card again?

You will not be able to use your library card if your account exceeds £5. If you pay off the amounts owed your debarred status will be removed and you will then be able to use your library card.

Can I pay off all my children's fines and fees in one transaction?

You currently are unable to pay other family members' fines and fees in one transaction.

Does Surrey County Council or WorldPay charge a processing fee?

No, neither Surrey County Council or WorldPay will charge you for using your debit/credit card.

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