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1. What is the Aberdeen City Council payment portal and why did it change?

The Aberdeen City Council payment portal is Aberdeen City Council's new online payment system. This system offers more functionality compared to the previous system.

The new payment portal makes the online experience more convenient for you and to ensure that Aberdeen City Council keeps up to date with the latest Payment Card Industry Data Security Standards. There are also more facilities provided within the new payment portal compared to the previous payment portal.

Please note: The payment portal's URL begins with "https://www.civicaepay.co.uk/AberdeenCityEstore/". This secured portal is provided by Civica UK Ltd.


2. How do I find the right service?

You have a couple of options to look for the right service for you.

Click on the 'Pay Here' tab next to the 'Home' tab on the top of the page. In the 'Pay Here' page you will see the 'All Shops' drop-down menu and you can choose the right service you wish to pay from there.

There is also a search facility on the page, for example if you click 'Council Tax' into the search box the option for paying Council Tax will appear.


3. Do I need an account?

No. You will still be able to make payments without registering for an account. Although, we would advise to register for an account in order to save time if you will be making regular payments.

4. What do I get if I register for an account?

By registering for an account you will receive the following benefits:

  • Payment History – You are able to view all payments you have completed on the payment portal. You are able to go back and print any of the payments.
  • Save Payment References – When making a payment you have the option to 'Save Item'. This means that any reference numbers will be saved within your account page for future payments.
  • Store Credit/Debit Card – You have the option to securely store your debit or credit card details on the system. This will speed up your payment process.
  • Payment Receipts – Successful or failed payment receipts would be automatically emailed to your registered email address immediately after the completion of the payment process.

5. How will I know that my payment has been made?

If you have registered for an account a receipt is automatically emailed to the registered email address you entered.

If you have not registered for an account, during the payment process you are asked if you wish to enter an email address, but this is not mandatory. After a successful payment you will be offered the chance to print a copy of the receipt or asked again if you wish to enter an email address in order for a receipt to be sent by email.

6. What if my payment fails?

If you have registered for an account a payment failed receipt is automatically emailed to the registered email address you entered.

If you have not registered for an account, during the payment process you are asked if you wish to enter an email address, this is not mandatory but if you have you will receive a payment failed receipt. If you did not enter an email address after the payment has failed you will be shown a failed receipt on your device.

7. Will I get a receipt or confirmation for making a payment?

If you have registered for an account, a receipt is automatically emailed to the registered email address you entered.

If you have not registered for an account, during the payment process you are asked if you wish to enter an email address, but this is not mandatory. After a successful payment you will be offered the chance to print a copy of the receipt or asked again if you wish to enter an email address in order for a receipt to be sent by email.

8. How do I know what my reference number is?

Your reference number is highlighted on any correspondence which you would have received from Aberdeen City Council.

  • For Council Tax, Housing Rents and Business Rates:  this would be detailed on your annual bill.
  • For Invoices:  your DCA  number and invoice number will be detailed on the invoice that was sent to you.
  • For Penalty:  Charges Notices: this begins with AB and will be shown on the notice you received.
  • For Archives payments:  this begins with ENQ and will be shown on the quote you received.  No reference is required for donations.

9. Can I set up a direct debit using the payment portal?

No, the payment portal does not allow you to set up a direct debit.

You can sign up for payment by direct debit by phoning the council (on 03000 200 292) and speaking to the relevant department you wish to start a direct debit with. For council tax you can also sign up to direct debit online at https://ecitizen.aberdeencity.gov.uk/publicaccesslive/selfservice/councilservices.htm

10. Can I contact you to ask more questions?

If you have an enquiry regarding your payment please contact us as follows:

 Service  Contact Email Address
 Rents, Garage Rents, Parking Spaces, Garage Sites or Insurance  renthelp@aberdeencity.gov.uk
 Council Tax, Community Charge or Housing Benefit Overpayments  counciltax@aberdeencity.gov.uk
 Business Rates  businessrates@aberdeencity.gov.uk
 Invoices  serviceincome@aberdeencity.gov.uk
 Penalty Charge Notification  parkingappeals@aberdeencity.gov.uk
 Archives  archives@aberdeencity.gov.uk
 Please send all payment remittances to  bankrecs@aberdeencity.gov.uk


Alternatively you can also contact us by telephone on 03000 200 292.