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.
How and when is my invoice sent?
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 always find your invoice by logging in.
I haven't received my invoice, what do I do?
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?
I received a reminder but I have paid my invoice, why?
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 You can easily pay your invoices and schedule payments to be withdrawn on due date in MyAfterPay.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?
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?
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?
Delivery and Returns
I haven't received my order yet, why have you sent me an invoice?
What happens to my invoice if I return my order?
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.
Why can't I add a return?
Due to technical limitations, we only allow 1 return per invoice. If you already added a return to the invoice a second is not available.
As long as you follow the merchant's return policy, you can still make a return through them. Once we get notified by the merchant, we will come back to you with updated payment information. If you have already paid for the order in full, we will transfer the excess amount back to you within the next days.
MyAfterPay and Login
How do I log in/register for MyAfterPay?
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?
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?
Chat with us
Our chat is always open and ready to help.
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.
Monday – Friday
Saturday - Sunday