Resolving payment issues
If a direct debit fails, we will send you an email with further instructions to complete your payment. Make sure you complete your payment on time to prevent extra costs (click on "Pay now"). If you cannot pay straight away, please contact us. Our team will help you out to prevent extra costs.
Can't find the email? Also check your commercial or spam folder. Please contact our support team for help.
Do you have another question about payments? Below you will find the most common causes with suggestions on how to solve it.
Payment method has been rejected
If the bank or financial institution declined the charge:
- Check that your payment information such as postal code, security code, expiration date are correct. If you are using iDeal, make sure that your account accepts automatic transactions.
- If this is not the root cause, sign in to your account and select Subscription. Try adding a different payment method.
If everything is correct, you can retry your payment via the payment reminder you have received in the mail. Make sure you complete your payment on time to prevent extra costs (click on "Pay now"). If you cannot pay straight away, please contact us. Our team will help you out to prevent extra costs.
Payment method is not accepted
There are many options to pay for Swapfiets including Bancontact, credit or debit card. If one of our accepted payment methods is not working, please contact us for help.
Discount code isn't applied
In case you have entered a discount code during sign-up this is usually applied on the next monthly invoice. You can find the invoices in our App. In case this is not reflected on your invoice, please contact our support team for help.
Refund not received
If you have requested a refund and it has been confirmed, you should receive payment within 2 weeks on the payment method associated with your account.
If you haven't received the refund after 2 weeks, please contact our support team. We will do our best to process the refund as soon as possible.
Requesting a promise of payment
If you received a payment reminder, but you can't pay directly, please contact our support team. We can offer you a promise of payment over one invoice.
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