Did you make a payment via PAY?

Do you have a question about a payment?

Whenever a payment to PAY. is listed on your bank account or credit card statement it means that an online payment has been conducted via our systems. PAY. is a payment provider, which means that we facilitate online payments under the supervision of De Nederlandsche Bank. To manage payments securely, you pay via PAY. while we transfer all payments to the webshops in question (and in one go).

On this page you will find more information about PAY. If you have a question about an order, please contact the specific (web)shop where you have placed an order.

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Request contact information

PAY. doesn't know exactly what you have bought online. As part of the law on privacy, that's a matter between you as a payer and the webshop as the recipient. Every webshop is checked in advance by us. This means that we are always aware which webshop has been paid. You can also request this information by filling in the form below.

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Format: dd-mm-yyyy

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Select which option has been paid

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An IBAN starts with a country code. For example: NL12RABO1234567890.

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Enter the service number to which the payment has been completed. Format: 0900 1234

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Enter the phone number by which the payment has been completed. Format: +31 6 12345678

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Enter the first 6 and last 4 digits of your credit card

XXXXXXX
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Enter the 17-digit card number of your Bancontact card.

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Select the 'expire date' of your credit card (month / year)

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Enter the email address where you want to receive the payment information

Safe online and offline payments

No matter which product or service you offer online, PAY. always has a suitable payment solution. You can choose between different national and international payment methods (i.e. telephone payments, credit card, prepaid card). The most popular methods for online webshops are iDEAL, Bancontact, Giropay, credit card and internet banking payment methods.

PAY. AS A DNB license holder

De Nederlandsche Bank has licensed PAY. on 29 July 2013 to operate as a payment organisation. This means that PAY. meets all applicable requirements pertaining to various aspects of our organisation, including security, technology and stability. Acquiring this licence means all our activities are conducted under the supervision of DNB.

Secure online payments with a credit card

PAY. is PCI-DSS compliant (Payment Card Industry - Data Security Standard), which means that the technological solutions we use meet strict requirements and are constantly monitored to ensure that your payment information is processed securely. PCI-DSS is a security standard developed by the major credit card providers.

Visa and Mastercard Principal Member

PAY. is authorized to act as an issuing bank. This means that, in the case of processing credit card transactions, PAY. acts as acquirer too. In addition, PAY. also plays a vital role in auditing companies who are seeking to become part of the Visa and Mastercard Principal Membership.

What should I do if...

We carefully screen all online shops affiliated with PAY. However, a webshop owner may still act in violation of the law. If you suspect this to be the case, you can fill out our contact form. As with all online purchases, you should always use your common sense. If something looks too good to be true, it probably is.

If you have a question about a payment or wish to contact the website or webshop where you made a payment, you can fill out our payment information request.

If you suspect fraudulent activity, please first check to see whether you recognise the payment after all. You can request more information about your payment in just one minute by submitting a payment information request.

If you made a payment to a website or webshop and want to know whether the payment was received correctly, you can check this by filling out the payment information request. The form gives you access to the contact information of the webshop. It is possible that the company name does not match the URL of the website or webshop because some businesses operate under various trade names.

If you entered the wrong payment reference during a bank transfer, we will attempt to link your payment to the right transaction. If we cannot find the transaction in question, we will immediately refund the amount to your account. In most cases, the money will be in your account the next day, although this may take slightly longer if it involves a transfer between banks. For foreign bank transfers, it takes up to five to ten working days.

If you transfer the amount again with the correct payment reference, we can process the payment and the transaction will be completed. You can also choose to reorder your products from the webshop or select a different payment method.

As soon as we receive a payment and it does not correspond with the known data and/or the transaction description of the transfer, the funds will be refunded to your account. This takes a maximum of 3 working days.

If you have purchased a subscription service of a webshop where PAY. facilitates the payments and you wish to cancel it, you must first contact the website or webshop in question. You can access the contact details of the company by filling out our payment information request. We have drawn up a number of regulations for businesses that sell subscription services. For example, PAY. utilises a stricter screening process and the business must have a customer service department.

If you cannot reach the customer service department of the webshop or if you have a complaint about the services of the webshop, you can fill out our contact form or call our own customer service department during office hours on 0900-payinfo (0900 - 729 4636 (€0.15 per minute)).

Once a transaction is marked as ‘paid’ in our system, we will notify the webshop in question who will then have to process your order. If you have questions about your order, please contact the webshop owner as well. If you do not have the contact details of the webshop, you can fill out our payment information request to access this information.

If you cannot reach the webshop owner or if you have a complaint about the services of the website or webshop, you can fill out our contact form or call our own customer service department during office hours on 0900-payinfo (0900 - 729 4636 (€0.15 per minute)).

If you wish to cancel an order that you’ve already paid for, you must contact the webshop in question first. You can access the contact details of the company by filling out our payment information request. The Distance Selling Act applies to all online purchases. More information about this law is available on the Consuwijzer website which was set up by the Authority for Consumers & Markets (ACM).

If you wish to return/exchange an order that you’ve already paid for, you must contact the webshop in question first. You can access the contact details of the company by filling out our payment information request. The Distance Selling Act applies to all online purchases. More information about this law is available on the Consuwijzer website which was set up by the Authority for Consumers & Markets (ACM).

Have you not found the answer to your question yet?

Contact us by filling out the contact form or call 0900 - PAYINFO (0900 - 729 4636) (€ 0,70 per minute).
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