Frequently asked questions.

On whose behalf have I been contacted by DirectPay?

DirectPay works with various professional clients. The company or agency has sold the debt to us or handed it over to us to manage. For you, this means that we are your discussion partner for the invoices mentioned in the correspondence.

I’m having trouble logging in to My DirectPay. What should I do?

If you have forgotten your login name and/or password, please send an e-mail to with the following information: name, postcode, house number, reference (customer number/debtor number), invoice number, and date of birth. If you still experience problems, please let us know as soon as possible, including by sending an e-mail to with the following information: name, postcode, house number, reference (customer number/debtor number), invoice number, date of birth, and description of the problem. Our IT department will investigate the problem and try to solve it for you as quickly as possible.

How can I receive a copy of an invoice?

To receive a copy of your invoice, please send an e-mail to Write in this mail the request to receive your invoice together with the following information: name, postcode, house number, reference (customer number/debtor number), invoice number, and date of birth. We will process your request and ensure that you receive a copy as soon as possible. Please be sure to report your debtor number and invoice number clearly. Without these details, we cannot process your request.

What are the conditions for reaching a payment arrangement?

If you have already agreed twice on a payment arrangement with DirectPay for the same debt, it is not possible to make another arrangement. In all other cases, making a payment arrangement is one of the possibilities.

How can I make a payment arrangement?

You can propose an arrangement by logging in to the website or by filling in the payment order form. Your proposal will then be assessed and you will be notified of the outcome.

Which invoices do I still have to pay?

You can view a summary of your outstanding debts via the self-service portal. This shows which invoices you still have to pay.

What is your privacy policy and what do you do with my personal data?

Would you like to exercise your rights under the General Data Protection Regulation (GDPR)? Please refer to our privacy policy for more information. In that case you can address your request to: Direct Pay Services B.V. For the Data Protection  Officer Blaak 16 3011 TA Rotterdam

I have received a letter from DirectPay, but the addressee does not live here. What should I do?

In that case, you can send an e-mail to We will then start an investigation into possible fraud. In that case you can disregard the letters you receive from us.

I have already paid the debt. Why am I still receiving a reminder?

If you paid recently, our letter may have been sent before your payment was processed. As long as this payment credits to our account within the set time frame, there is no problem.

I received a reminder letter from DirectPay for an outstanding debt at my previous energy supplier. How come? I had already received – and paid – the final bill.

A final bill covers the period from the start to the end of the contract. Energy suppliers often draw up the final bill less advance amounts that were not paid. You also have to pay these advance amounts. If you still have any questions, you are advised to contact one of our service employees by telephone, on +31 (0)88 – 900 6666.

My DirectPay

Did you receive a reference number?

If you experience any issues while trying to log in, please contact one of our service employees by sending an e-mail to

Payment arrears never come at the right time. DirectPay understands that. That’s why we enable to customize your payments in the way that suits you. Start on time and avoid additional unnecessary costs

Yes, I would like an arrangement without logging in.

Now we will ask you a few questions about your income and any other payment arrears. This information prevents us from offering you an arrangement that does not suit you.

7)Are you in arrears?

If you are not in arrears, we can probably offer the arrangement according to your wishes.
If you are in arrears, we will still probably be able to help you. And if not, we can help you with a different solution for your payment arrears.
We will contact you if we need any additional information about your application.

DirectPay is always looking for creative solutions to prevent people's arrears growing into problematic debts. As there may be other ways to resolve this issue, we kindly ask you to answer the following question.