Customer Support

Here you can find answers to the most commonly asked questions. If you still need help, don’t hesitate to contact our customer support team.

Invoice

How and when is my invoice sent?

The sending of your invoice can take up to three days after delivery.

We send your invoice to the email address you provided when you placed your order. The email will be sent when your order is shipped and it might take a few days until you receive your invoice. If we can't reach you via email, we will send you the invoice by post.

You can also see all your invoices in MyAfterPay.

I haven't received my invoice, what do I do?

The sending of your invoice can take up to three days after delivery.

When your order is shipped we send the invoice to the email address you used to make the purchase. We recommend that you check your spam folder. You can also find all your invoices by logging in to MyAfterPay.

If you have trouble finding your invoice in MyAfterPay, contact our customer service.

Can I change the due date on my invoice?

Yes, if you need more time to pay your invoice you can use our Snooze function in MyAfterPay. You can choose to prolong your due date with 7 days for free or 21 days for a fee of 2,50 EUR. Log in to MyAfterPay if you want to Snooze your invoice.

Payment

I received a reminder but I have paid my invoice, why?

The reminder might have been sent because you were late with your payment or used the wrong payment details. Check which date you made the payment and what account and reference number you used.

If you know that you have already paid, but your payment is still not registered on your invoice, please contact customer service on +43 720 815 901 or e-mail and they will help you.

Tip! You can easily pay your invoices and schedule payments to be withdrawn on due date in MyAfterPay. This way you will never a miss a payment.

Have you received my payment?

We will send you an e-mail with the payment confirmation as soon as we receive your payment.

If you are not sure whether your payment has been processed, you can also log in to MyAfterPay and see there if your invoice is in the history. It can take up to 3 working days before we receive your payment.

What options do I have to pay my invoice?

When you log in to MyAfterPay you will find different methods of paying your invoice.

Direct Debit (Lastschrift) - Pay your invoice by using our direct payment function in MyAfterPay. This is our quickest and easiest way to automatically settle your payment with the correct payment details and to ensure a quick allocation of your payment. Currently you can pay by SEPA direct debit. Simply enter your IBAN once in MyAfterPay and you will be then able to use it for future payments "with one click". You can also choose the payment date.

Bank transfer – You can easily pay the invoice directly by bank transfer. In order to be able to allocate your payment to the right invoice, we ask you to use the payment information stated at the end of the payment email we sent you.

How can I change my IBAN?

If you want to pay in MyAfterPay with a new bank account, please delete your old IBAN on your profile. To add a new bank account you just have to type in your new IBAN when paying an invoice. If you want to change the bank details for Flex or installments, please send your new bank details by email to kundenservice@afterpay.at

Delivery and Returns

I haven't received my order yet, why have you sent me an invoice?

Your invoice is sent to your email when your order is shipped, and that’s why it might reach you before the delivery of your package. If you have not received your order within a few days, please contact the webstore you purchased at. If your delivery is delayed, please contact customer service at +43 720 815 901 or email us and we can help you move the due date.

What happens to my invoice if I return my order?

Of course you shouldn't pay for something that you have returned.

Contact the webstore that you ordered from and follow their instructions for how to make a return.

You can then log in to MyAfterPay and report that you have made a return to us. We will then pause your invoice and update the amount to pay.

MyAfterPay and Login

How do I log in/register for MyAfterPay?

Click "Create account" on myafterpay.at and you will be asked to enter your email address. Please note that it is only possible to register with the e-mail address that you used when you made a purchase with AfterPay. After clicking on "Register" you will receive an e-mail asking you to confirm your registration and set a password for your MyAfterPay account. In the future, you will be able to access your MyAfterPay account at any time using your e-mail address and this password.
You are also welcome to use your Magic Link:
with the Magic Link you can access your MyAfterPay account with just one click and without a password.

How can I change my billing address?

The billing address is the same as the one you entered when you placed your order. It is not possible to change the billing address afterwards.
However, if you use a new billing address for your next order in the check out, it will be automatically updated for the next purchases.

How can I change the (personal) information in my profile?

Please contact our customer service and let us know about the changes. We will adapt the profile information for you.

Chat with us

Open chat

Chat hours:
Unfortunately our digital assistant Solvi is only available in German.
If you wish to speak to a customer support agent please use the contact form below.

Write us

Use the form below to send us an email

Call us

+43 720 815 901

Phone hours

Phone hours
Time
Monday – Friday
8.00-17.00
Saturday - Sunday
closed