What if my card doesn't work?
If your card does not work, please report this to the Porters Lodge.
What is the minimum I can put into my RAU Unicard account?
You can upload as little as £5 to you RAU Unicard account.
What is the maximum I can put into my RAU Unicard account?
The maximum amount you can add to your RAU Unicard account in any one transaction is £100. There is no overall limit to how much you can hold in your account.
How can I check how much money I have in my RAU Unicard account?
Your RAU Unicard balance is displayed whenever you use your Unicard. You can also go to the RAU Unicard WebCentre to see a detailed account history of all your transactions.
Can I use my RAU Unicard as a discount card in local shops?
The RAU Unicard is not a discount card. Students (and staff) need to purchase a NUS card from the Students Union if they wish to benefit from available discounts. Further information can be found at the NUS website.
Once I've put money in my RAU Unicard account can I get a refund when I leave university?
Yes, when your course concludes or when you leave your employment at the university we can refund any money you have in your RAU Unicard account. There is an administrative charge for this service of £10. We recommend that any funds you have in your account are used before leaving to avoid the £10 admin charge.
Can I get my money back before I leave the RAU if I don't use my RAU Unicard for purchases?
Generally no – any money you have in your RAU Unicard account will be only refunded when you leave the University. In special situations the University may make an early refund at the discretion of the Finance Department; however, there will be a £10 admin charge.
Is it safe to type my credit card details on to the RAU Unicard website?
Your bank and credit card details are encrypted and secure which prevents people from stealing your details. If you choose to type your credit card details on university premises, we recommend that you check that no one is watching when you enter your personal card details.
Ideally, you should enter your information when you are alone - in your home or halls and not in a public area such as a coffee shop or bar. As with all transactions over the internet, check that the URL (web address) starts with https:// and that a padlock is displayed to confirm that the site is secure.
You must also make sure that you have fully logged off the computer after completing any online transaction.
Are the computers in our open access computer rooms secure?
Yes, the University takes security very seriously and has adopted a number of measures to protect our computers within the university. These include computers within our open access computer rooms protected with anti-virus software, client policy security measures and restricted access to installing software.
What do I do if money does not appear when I check my RAU Unicard balance?
Check the email account that you gave when entering your credit or debit card details. You should have received an email confirmation acknowledging your payment. Also check your spam folder in case the email has appeared there.
The email should appear within a few minutes of your credit or debit card deposit. If you have not received the email, it is likely that the deposit was not processed. Double check your own bank or credit card account to make sure that the payment has not been processed. You can also check your 'Account History' which shows all your deposits and transactions - check the date and time to see if the amount is displayed.
What do I do if I see an error message after typing my credit card details?
If an error message is displayed, check that you have entered your details correctly.
If your details are correct, make a note of the error message and report the problem using one of the following methods:
- Phone the IT Service Desk on extension 2400
- By email to firstname.lastname@example.org
To ensure that your problem is solved as quickly as possible, please include the error message in your email.
Below are two examples of the type of error messages you may see if there is a problem with your request to credit funds to your RAU Unicard account.
The error message above may indicate that the network is down to the company that deals with credit card transactions. Please report this to the IT Service Desk.
The error message above generally indicates that the session has timed out and therefore you are requested to try again; however the error also occurs if you navigate away from the Payment web page using your web browser’s ‘back’ button, so please don’t do that.
If the message continues, please report this to the IT Service Desk.
Does the RAU Unicard WebCentre store my payment details or do I have to re-enter them each time I make a payment to my account?
For security reasons, the RAU does not hold any credit or debit card details and you will be required to enter them each time you make a payment to your RAU Unicard account.
Can I get a refund of any money still in my RAU Unicard account at the end of the academic year?
The University will only refund money back onto your bank account when you leave the RAU. There is an administration charge of £10 for this service.
What happens if someone is caught using my RAU Unicard?
Anyone caught using a RAU Unicard who is not the owner of the card may be subject to university disciplinary action or formal criminal liability. The card will immediately be confiscated by a member of staff and where possible returned to the rightful owner. Do not allow anyone else to use your RAU Unicard.
What happens if someone hands in my RAU Unicard?
The Porters Lodge receives the majority of all returned RAU Unicards (including associated wallets or purses) which are stored in a secure location and every effort is made to contact the owner by phone and email to arrange collection. Wallets and purses must be collected in person and formal identification will be required.
What happens to uncollected RAU Unicards?
If a RAU Unicard is not collected within eight weeks the card will be returned to the Finance Office who will make further attempts to contact the owner.
If the owner cannot be contacted within six months, any money remaining in the RAU Unicard account will be donated to a RAU Alumni charitable fund.
What is a RAU Unicard Refund?
This is the payment that the University will make to you if you want to redeem any remaining ‘cash’ balance left in your RAU Unicard account when you leave the RAU.
How much are the redemption fees associated with getting a refund?
The redemption fee is £10 and covers the cost of administration and payment to your nominated bank account.
What happens if I’ve got outstanding debt?
The University will recover any outstanding debt you may have before a refund is paid to your bank account plus the redemption fee, currently £10.
How long will I have to wait before the money is paid into my bank account?
The University aims to pay the refund to your nominated bank account within 30 working days from receiving the refund form.
What happens to my money if I don’t spend the remaining balance and leave the University without claiming a refund?
Remaining balances after six months of you leaving the University will be donated to a RAU Alumni charitable fund.
Will all the money be refunded to me?
On receipt of a completed RAU Unicard Refund form, all unspent cash held in your RAU Unicard account will be paid to your nominated bank account, less any debt settlement and redemption fee.
Any contributions made by a third party (for example, from parents or guardians) will still be paid to your nominated bank account.
Who do I contact if I have a query about my refund?
Please contact the Finance Department.