Customer Support

Below you can find some of the most commonly asked questions so that you can get help faster.

Invoice

How is my invoice sent?

We send the invoice to the email address you provided when you made the purchases. Since the invoice is sent to you when your order is shipped, it might take a few days until your receive your invoice.

You can always find your invoice by logging in to MyAfterPay.

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 when you made a purchase. You can also find all your invoices by logging in to MyAfterPay. If you have trouble finding your invoice, contact our customer service on 030 7623 9239 or kundenservice@afterpay.deand they will help you.

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 030 7623 9239 or kundenservice@afterpay.de 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 You can easily pay your invoices and schedule payments to be withdrawn on due date in MyAfterPay.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.

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.

Part Payment

How does part payment work?

After selecting AfterPay Fix in checkout, you will get two e-mails from AfterPay containing more information. The first e-mail contains a confirmation for your purchase and your selected payment method (Ratenkauf). The second e-mail contains information about the installment agreement, such as the contract, the direct debit agreement and your payment plan.

Please note that we do not need the contract back. This one is just for your information.

When is part payment offered?

You can choose installment directly in the checkout. If you want to pay via installments, you simply choose the number of months you want to pay your installments in in the checkout. After you have completed your purchase we will send you a confirmation and further information about your installment via e-mail.

When do I get my part payment invoice?

You will receive your invoice and the additional information about your agreement right after you purchased is shipped.

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 030 7623 9239 or kundenservice@afterpay.de 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.de 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.

Flex

What is AfterPay FLEX?

AfterPay FLEX is a flexible installment payment method, in which you only have to agree a written installment contract with us once. Afterwards you can add further invoices to the installment agreement and adjust the monthly installment amount.

What installment options are available?

A maximum of 24 monthly installments is possible for the first Flex invoice. This also depends on the amount of your installment and the amount of your invoice.

How much are the monthly installments?

The minimum instalment is 5,00 €/month. The Maximum is 300,00 €. The installment amount can be increased or decreased by you in a defined range. The range depends on the total amount of your FLEXed invoices. The highest installment is the total amount, so you can use the next installment to debit the total amount of your invoice(s).

How much can I pay with FLEX in total?

At first you can set one invoice as an instalment:
Maximum 1.500,00 €
Minimum 10,00 €
Once the partial payment for this invoice has been confirmed, you can add further invoices up to the maximum amount without having to fill in any further contracts, so your Flex contract will include a total amount of 1.500,00 €.

How do I get a FLEX Payment?

You can set the installment agreement easily in MyAfterPay yourself:
1. Choose your installment amount and enter your data afterwards.
2. You will be forwarded to a confirmation page. You can download the individual agreement for your partial payment there; a copy can be viewed in MyAfterPay.
3. We will send you the contract with a prepaid envelope or you can print it out. The signed contract needs to be send to us by post within 28 days.
4. As long as we have not confirmed the contract, we show the invoice as "MOVED TO FLEX" in your history and you cannot make any changes in this time.
When we have accepted the contract you will receive a confirmation email from us. One month later the first direct debit payment will be made.

I don’t understand the contract that I received. What should I do?

Please contact our customer service directly for clarification:
Tel: 030 7623 9239
E-mail: kundenservice@afterpay.de

When does the debiting start?

The payment starts one month after acceptance of the installment contract by AfterPay. (e.g. if the contract is confirmed on August 1st, the debit starts on September 1st)

What happens to my installments if I add new invoices to my FLEX card?

The installment amount remains the same if the total amount is not too high, and the duration of installment plan extends.

What happens if I can't pay an installment once?

Then you will receive a reminder from us and have to pay via bank transfer plus charge back fee.
If there are several failed debits in a row, we have to cancel the partial payment and the total amount is due.

How do I pay the installments?

When FLEX is choosen, the invoices are moved to your FLEX-Card in MyAfterPay. We use the IBAN you told us for your FLEX payment or the IBAN that you already entered in MyAfterPay. We will debit the installments. The debiting starts one month after your contract was accepted.