eStore Frequently Asked Questions

If you need any help or advice about how to use our eStore online payments system the following FAQs can help.

If you still require support or assistance please use our online enquiry form to get in touch.

How do I register for an eStore account?

Our online eStore account allows you to view personalised account information and your payment history. To do this:

  • go to our online eStore
  • select Register now
  • enter your registration details, including a password and a secret question and answer
  • enter your address and contact details
  • answer the Registration Check questions
  • your registration will then be confirmed and you will be sent an email containing a link which you need to click on to activate your account

Once your account is activated return to the eStore and log in, you can then select the service you need and make a payment.

Can I make a payment without registering?

You don’t have to register to make a payment.

  • go to our online eStore
  • select the service you want to make a payment against
  • key in your reference number and amount to be paid
  • select the Add to Basket button
  • complete your personal details and card details. If you need a receipt, make sure you enter your email address

Why can't I see my payment history?

To see your payment history you must sign in to your eStore account before you make a payment.

Only online payments made via the eStore will be displayed. If you pay for a Solihull Council service by telephone or visiting one of our Solihull Connect walk-in centres this will not be listed.

Can I change my email address?

Your email address cannot be changed. If you no longer have access to your email account or want to use a different email you will need to register for a new account using your new email address. Your new account would not display any saved payments or the payment history linked to your old account.

I can't remember my password

If you can't remember your password you can reset it using the Forgot password option. Complete the form, making sure you include the answer to your secret question.

A Forgotten Password Request email will then be sent to you. Follow the link in the email to reset your password and to log in to the eStore.

When choosing a new password please note that it must have a minimum of 7 characters and can't be one of your previous four passwords.

I can't remember my secret answer

A secret question and answer are needed as part of the registration process for security purposes.

Because of strict financial rules, if you have forgotten your password and secret answer you won't be able to access to your account. You will need to re-register using a different email address or you can pay for individual transactions without registering.

I did not receive an email to activate my account

You will not be able to register with our eStore if your email contains special characters (%, £, &, etc). You'll need to create an account using a new or different email address.

When activating my account I received a 'Registration Expired' message

If you use Outlook or Hotmail you may receive a 'Registration expired' message after activating your eStore account.

If your registration has been successful you will receive an email confirmation and can login to your account using your username and password.

If you do not receive an email confirmation you will need to enter your registration details again.

I did not activate my online account

Once you have registered for our eStore you will receive an email containing an 'Activation' link you need to select to activate your account. The activation link is only available for a limited time so if you receive an 'Activation Expired' message, you will need to start the registration process again from the beginning.

Why have I received a 'Failed Payment' message?

Unfortunately this payment has failed your bank's security verification through our online system. We have an extra level of security for Visa and Mastercard payments, which protects you from unauthorised use of your debit or credit card.

After you enter your card details in our online store, you will be asked to provide your personal security code, (often 3 or 4 characters from a memorable word or password set-up with the bank), this would have been sent through to your bank to be authenticated and the payment authorised.

If you have not registered with Verified by Visa or MasterCard SecureCode your payment may not be accepted. This failure can also occur if the password has been entered incorrectly.

We encourage customers who pay online and have encountered this problem to contact their bank for further details and to set-up a password.

Is the eStore secure?

The eStore uses encryption to ensure that the information you send over the internet is as secure as possible.

Your browser should display a padlock icon to confirm that the page is secure. If you don't see a padlock icon, or if you see a message saying that the site may be insecure do not proceed with your payment.

What cards can I use?

You can use the following cards when using our payments system; Visa, MasterCard, Maestro UK, Maestro International, Visa Electron, Visa Delta and Solo.

I'm having IT problems with the eStore

If you can’t access our eStore or the eStore is not working as expected we recommended you check you’re using an up to date browser.

A browser is the programme you use to connect to the internet. Updating your browser will improve the speed and display of websites you visit and help to keep your information secure.

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