Registered users can access Online Invoicing directly using:

https://gateway.fsa.gov.uk/onlineinvoicing or through the ‘Annual fees: online invoicing’ icon on https://www.fca.org.uk/. Your login details are:

• user name = your email address, and • password = the personal password you entered when you

registered

To help you use the application and navigate around it, this guide specifically covers:

1. frequently asked questions (FAQs)

Accessing Online Invoicing

2. logging in to your account 3. re-setting your password

Navigating around the application

4. the home page 5. viewing your account details 6. view/printing invoices 7. viewing invoice details and related payment information 8. make a card payment 9. applying credits 10. disputing part or all of the invoice online 11. submitting fee tariff data online

Administration

12. adding/removing a firm to your Online Invoicing account; and 13. enable/disable registered users

If you need more information or help when using the application, please email fcafees@fca.org.uk or telephone the Customer Contact Centre on 0300 500 0597 (standard rates apply).

Online Invoicing user guide

Introduction Welcome to the Online Invoicing user guide. This guidance tells you how to use the application.

1. Frequently Asked Questions (FAQs) How do I download a copy of an unpaid invoice?

To download a copy of any unpaid invoices, click on the ‘Account’ tab, then select the relevant transaction and click ‘View paper copy’. For further support see view/printing invoices. How do I view or download paid invoices?

Click on the ‘Account’ tab and change the status of the Status drop down box from ‘Open’ to ‘Any Status’. How can I change the email address associated to my Online Invoicing account?

You will first need to register for the application again using the new email address. For further support on registration see our one page self-registration guide.

Once your new account has been registered, you can remove your previous account by clicking on the ‘Manage Customer Account Contacts’ tab. For further support on removing accounts see enable/disable registered users.

How can I add further users to the application? Additional users can register for the online invoicing application by following the steps in our self-registration guide. Users will have to enter a ‘Unique Validation Code’ for security purposes. If you do not have this code please email fcafees@fca.org.uk or ask an Approved Person to contact us on 0300 500 0597. I have forgotten my user name

Your user name will be the email address you used to register for the online invoicing application. If you cannot remember registering for the application, but receive email notifications advising a balance is due, you may have been auto-registered. Your user name will be the email address we send the notifications to. I have forgotten my password

You can easily re-set your password by clicking on the ‘forgotten username or password’ link which is located on the sign-in page for the Online Invoicing application. For further support see re-setting your password. I’m locked out of my account. What should I do?

If you have requested a password re-set more than five times, you will be permanently locked out of the application. To unlock your account you will need to email the fees team on fcafees@fca.org.uk. My account has been deactivated. What should I do?

We will deactivate users when our emails bounce back. If you would like to re-activate your account please email fcafees@fca.org.uk.

2. Logging in to your account

1) Navigate to the FCA website (www.fca.org.uk) and click on the ‘Annual Fees: Online Invoices’ icon. (Alternatively use: https://gateway.fsa.gov.uk/onlineinvoicing.)

2) On the ‘Annual fees: online invoicing’ page, scroll down and click ‘log in to your account here’.

3) On the login page, enter your user name and password then click ‘Login’. NB. Your username is your email address.

3. Re-setting your password

1) To re-set your password, click on the ‘forgot your username or password’ link on the login page (https://gateway.fsa.gov.uk/onlineinvoicing).

2) Enter your user name (this will be the email address the Online Invoicing application uses to email your firm about fees invoices). Then click ‘Forgot Password’.

3) Follow the instructions in the email to re-set your password. Your password must:

• be 8 or more characters • contain at least one number and letter (case sensitive) • not contain consecutive identical characters (e.g. cannot use password1) • not contain your username • not be a repeat of a recently used password • not contain the following characters: / & %

4) Once you have re-set your password, you can log in through: https://gateway.fsa.gov.uk/onlineinvoicing.

4. The Home page

The Home page shows your firm’s account balance, options to download statements and provides useful links to fees information. See below:

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Summarises your firm’s debt position and includes the option to view age profile. You can also use embedded links to view specific transactions.

Download your statement by clicking on the ‘+’, choose required statement and format and click on ‘Download’.

Refer to our useful links to fees information on the FCA website.

You can view your Dispute Status and dispute details by clicking on the ‘+’ and then clicking on the embedded

links.

You can request your firm’s Unique Validation Code by clicking on “Request Code”.

5. The Account page

The Account page gives firms the ability to view invoices and payments using a variety of search criteria.

The screenshot above shows unpaid invoices, brought up by selecting: ‘Open/Pending’ ‘Invoices’ with ‘Due date from’ not selected (from the ‘Show more search options’ criteria).

To view paid invoices, change ‘Status’ to ‘Closed’ and click on ‘Go’.

View your account balance.

Tick all or individual transactions and click on ‘Recalculate’ to view totals. Displays transaction details.

Utilise the various search options to review transactions, eg: - by Transactions Status (eg any, open/pending, closed) - by Type (eg Payments, Invoices), or - click on ‘Show more search options’ (for date ranges etc) - then click ‘Go’ to see transactions

6. Viewing/printing invoices

1) To view/print your invoice, select the invoice by clicking in box and click on ‘View Paper Copy’ in the ‘Account’ page. A new window will open to display the invoice. Print or save document as

2) If a new window does not open containing a PDF copy of your invoice, check your pop-up blocker – see our Pop-Up Blocker Guide on next page.

Pop-Up Blocker Guide If a PDF copy of your invoice does not appear after you select the relevant invoice and click ‘view paper copy’ this may be because your browser’s security settings are preventing the window from opening. You can resolve this by enabling pop-ups from our site: Chrome Click on the Pop-up blocked notification on the right hand side of the web address bar. Select ‘always allow pop-ups from…’ then click ‘done’. Repeat the steps above to generate a paper copy of your invoice.

For further guidance, see: https://support.google.com/chrome/answer/95472?co=GENIE.Platform%3DDesktop&hl=en-GB Internet Explorer Click on ‘Options for this site’. Select ‘Always allow’. Repeat the steps above to generate a paper copy of your invoice.

For further guidance, see: https://support.microsoft.com/en-gb/help/17479/windows-internet-explorer-11-change-security-privacy-settings Firefox Click on ‘options’. Select ‘Always allow’ from this site. Repeat the steps above to generate a paper copy of your invoice. For further guidance, see: https://support.mozilla.org/en-US/kb/pop-blocker-settings-exceptions-troubleshooting

7. Viewing invoice details and payment information

1) To view specific invoice details, click on the transaction in the ‘Account’ page.

Displays summary invoice information and invoice line details.

2) Click on ‘History’ to view payment details.

Click here for a paper copy of your invoice.

8. Make a card payment Users can pay their fees invoices using a variety of card types - debit, Maestro, credit or American Express. If you have a credit note on your account, you may pay the net amount due by selecting both the invoice(s) and credit note.

1) To pay your invoice, select the invoice by clicking in box and click on ‘Pay by Credit/Debit Card’ in the ‘Account’ page. If you have access to multiple firms/customer accounts, you will need to select the appropriate firm/customer first.

2) Review transactions selected for payment and confirm you are happy to progress payment by clicking in box.

3) Click on ‘Pay Now’ to begin the payment process.

4) Enter your card details. The ‘Card Type’ will display.

5) To progress payment, click on ‘Proceed’. Please remain on this page whilst your payment is being processed.

Page displays Total Transaction value and card payment surcharge (if applicable) and Total payment charged

6) From the payment confirmation screen, click on ‘View Paper Copy’ to view/save a pdf copy of the payment. Users will also receive email confirmation of payment.

Click on ‘My Account’ to return to the Account page. The paid invoice paid will now be a closed transaction.

9. Applying credits You can apply credit memos to outstanding invoices to reduce the amount owing on open items on the account. You can also net off a credit memo when making a payment by selecting both the invoice(s) and credit note (see section 8).

1) To apply a credit memo to an outstanding invoice, select the credit by clicking in box and click on ‘Apply Credits’ button in the ‘Account’ page.

2) Select the credit memo and click on ‘Next’.

3) Identify the invoice you want to apply the credit to by clicking on the ‘Add Transactions’ button.

4) Enter ‘%’ in the ‘Transaction Number’ field to view open invoices. Then select invoice by ticking box and click on ‘Select’.

5) Select the invoice by ticking box, enter the ‘Application Amount’ (credit memo value) and click on ‘Next’.

6) Review application of credit memo to invoice and click on ‘Apply’ to complete the process.

NB. You can also apply credit memos by first identifying the invoice and then selecting the credit memo you want to be applied to the invoice.

10. Dispute part or all of an invoice

1) Identify transaction you wish to dispute on the Account page and click on ‘Dispute’.

2) Select ‘Reason for dispute’ and ‘Invoice section’ from list of options.

3) Click on ‘Next’.

4) Enter ‘Dispute amount’ or ‘Percent’ (in full or part) and add additional comments to support dispute.

5) Click on ‘Next’.

6) Check dispute request information. If information is incorrect click ‘Back’ and re-enter information as appropriate. If information is correct, click on ‘Submit’.

7) The application will confirm the dispute has been raised (as shown below).

8) Click on ‘Return to account details’ to continue using Online Invoicing or ‘View dispute information’ to view dispute details.

Please note We aim to respond to disputes as soon as possible, but this may take up to 12 working days. The person who submitted the dispute will receive an email formally responding to the dispute. This will include details of who to contact if they would like to discuss further. The status the disputes (either ‘Pending review’ or ‘Responded’) can be viewed on the home page (see section 4 of the user guide).

11. Submitting fee tariff data online To calculate firms’ annual fees and levies, we may issue fee tariff data request forms for you to complete. The online form is tailored to only ask for data we do not already hold. We will email firms registered for Online Invoicing when their return is available for completion online.

Click on ‘Fee Tariff Data Requests’ page to view the online form.

The Home page prompts the user to complete the online return by the due date.

Enter your firm’s data in the Current Year’s Data fields and provide a Variance Reason and Variance Details when prompted.

Use the ‘Save’ button regularly to ensure your entered data is not lost.

The ‘Fee Tariff Data Entry Form’ provides instructions and link to FAQs.

Use links to see guidance notes and valuation dates for each Fee Block.

The return due date.

To view/download your Saved data or your Regulated Activity Groups.

When all data and variances have been entered, verify data (and firm sign-off) by ticking the box.

Provide additional information to help us validate large movements in data.

Click on ‘Submit Completed Form’ to submit your return. NB. Once submitted, data cannot be changed online.

If you want to revise your data, please email feetariffreturns@fca.org.uk immediately detailing the changes required and explain why the data has

changed.

Please note We will email you if we require further information/clarification regarding the data submitted online. Your online form will be released back to you for review and will include questions relating to specific fee blocks for you to respond to before re-submitting your data.

12. Adding/removing a firm to your Online Invoicing account Registered users use the ‘Manage Customer Account Access’ page to either:

• gain access to an additional firm/customer account, or • remove access to a firm/customer account

To grant yourself access to an additional customer account, click on ‘Request Additional Customer Access’ and follow the on-screen prompts. Please note: you must have the Firm Reference Number and its Unique Validation Code to complete this process.

To remove your own access to an existing customer account enter ‘%’ in the ‘Customer Name’ field. Select the customer account you no longer require and click on ‘Remove Access’ and confirm.

Click on ‘Manage Customer Account Access’

13. Enable/disable registered users If you want to change a registered user’s status to ‘Active’ or ‘Inactive’ – for example if someone is on maternity leave or has left the firm - you will need to go the ‘Manage Customer Account Contacts’ tab:

• ‘Active’ status - registered users will have access to the firm/customer account and receive email notifications

• ‘Inactive’ status - registered users will not have access to the firm/customer account and will not receive email notifications

1) To change a registered user’s status for a customer account, select ‘Manage Customer Account Contacts’. If you have access to multiple customer accounts, you will need to select the appropriate customer first.

2) The ‘Manage Customer Account Contacts’ screen will then display all active registered users.

3) Click on ‘Remove’ to make a registered user ‘Inactive’

To restore an ‘Inactive’ user, select ‘Inactive’ in the Status field and click ‘Go’ to view all inactive users. Click ‘Restore’ to re-activate user. NB. If you have previously inactivated yourself, only another registered user for the same customer account can re-activate you.