Issues with the payment system

Invalid request fault

Some of our tenants experience problems with the online payment and get a “Invalid request” when entering the payment step in your ocean flow. 
To solve this issue please click through the following steps in the flow: 

 – Payment -> Make a payment -> Account Status  (select this step first before a new payment to create a new id ) -> Make a payment -> Online payment – click here for e-mail receipt. 

Problems when paying via credit or debit card

If you get an error message when you try to make a payment online using a credit or debit card, there are several options:

Error message: ”Order number already used”–this error you can easily sort out yourself:

  • Make sure you’re using a PC or a MAC (not a tablet or a phone)
  • Please use Google Chrome as your browser (as stated in the Booking Manual)
  • Click on the account step again
  • Then click “SAVE”. By doing this, you reload the Account step under the Payment step.
  • Now try again, and the error should disappear.

Error message: “Payment took too long, you have to close the window and try again” or “Payment failed”.

This error does not come from our payment system. It occurs when something in the payment goes wrong. Most often it is a problem with your credit card provider or bank. You can try to click on the account step again and then click “SAVE”. By doing this you reload the Payment flow step. If the error is still there after reloading the step, please contact your bank or credit card provider to find a solution. It may indicate that you have a set payment limit on your card, or your bank may refuse to transfer to a foreign account, or your card simply isn’t valid for making online payments.

If payment online via credit card does not work for you, you always have the option of paying via bank transfer.

Other payment issues

It has been brought to our attention that some tenants are experiencing problems when paying with credit cards in the online payment system.

Our transaction provider, QuickPay, have informed us that the problem is due to the credit card not being registered with a 3D security-system for international transactions. We therefore recommend contacting your bank to see if your credit card is 3D secured with the so called Strong customer authentication”.

If you pay with a Mastercard or Visa card  you can try to make a security update it in the links below: 

Visa card

Master Card 

If you are experiencing problems with your credit card in the online payment system, we recommend making a bank transfer as soon as possible, since it can take 10 days to be registered in our bank. If you make a bank transfer, please send the payment receipt in an email to our Finance Department at finances@housingfoundation.ku.dk, then we can ensure that your contract is not cancelled.

You can find the necessary information for making bank transfers here.

Bank account details for the Housing Foundation

Bank: Danske Bank 
Registration number: 4180 
Account number: 10364183 
IBAN: DK9530000010364183 (BIC) / SWIFT: DABADKKK
Account holder: Housing Foundation

Bank Address

Danske Bank
Erhvervscenter København
Holbergsgade 2
1057 Copenhagen K

Time frame for bank transfer

Please be aware that the transfer procedure might take several days; so make sure you take care of everything well in advance so we have the payment in time. Making an international money transfer can be costly since the involved banks often add extra fees. You are responsible for paying these.

Please send a receipt to finances@housingfoundation.ku.dk if it is close to your payment due date to