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IT Help and Support

University Information Services

We’re currently investigating reports of two different issues when users add credit to their Common Balance for DS-Print using eCredit.

Firstly, some undergraduates are being incorrectly charged 20% VAT when purchasing credit. While we work on a permanent fix to this problem, we will automatically be refunding users who have been incorrectly charged. The refund will be added as Common Balance credit within a few days of the purchase being made.

Secondly, some users may receive one of two errors after submitting their credit/debit card details; 'Strong Customer Authentication Required' or 'Account configuration not found'. As a result, users will not be able to add credit to their Common Balance. While these issues are investigated users with urgent printing or photocopying needs can email the Service Desk on for assistance.

We will provide an update on the situation on Thursday, 10 November 2022.


UIS Service Desk

Phone padded  Service status line: (01223 7)67999
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Website  Read major IT incident reports

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