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.


How and when do I get my invoice?

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 have to 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 of my invoice?

Yes, if you need more time to pay your invoice you can use our snooze function in MyAfterPay. You can choose to extend your due date 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.


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

The reminder might have been sent because you paid late or used the wrong payment details. Please check out on which date you made the payment and which account and reference number you used.

If this data matches to the payment information and the payment is still not confirmed, please contact our customer service on 030 7623 9239 or and we will help you.

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 You can easily pay your invoices and schedule payments to be withdrawn on due date in MyAfterPay.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

Which payment methods do I have?

In your MyAfterPay account you will find different payment methods to pay 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 then be able to use it for future payments "with one click", too. Furthermore you can choose your desired payment date.

Bank transfer – You can easily pay the invoice directly by bank transfer. To be able to guarantee a correct allocation of your payment, we ask you to use the given 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


How does installment work?

After selecting AfterPay Fix in the 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 do we offer installment payment?

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 installment plan?

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 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 to MyAfterPay?

Click "Create account" on 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. Afterwards you can log in to MyAfterPay with your e-mailadress and this password at any time.
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.

Your billing address will be automatically updated when you use your new address for your next order.

How can I change my personal information in my profile?

Does the address in your MyAfterPay profile not match your current billing address or do you have a different last name?

Then please contact our customer service and let us know about the changes. We will update the profile information in our system for you.


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.

What amount do I have to pay monthly?

The minimum installment 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).

What is the maximum amount that can be added to FLEX?

At first you can set one invoice as an installment:
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 out any further contracts, that is the reason why 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

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?

If a chargeback occurs you 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 installment 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.

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 to us

Use the form below to send us an email

Call us

+49 30 7623 9239

Phone hours

Phone hours
Monday – Friday
Saturday - Sunday