Frequently asked questions.

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.

If you have forgotten your login name and/or password, please send an e-mail to vraag@directpay.nl 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 vraag@directpay.nl 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.

To receive a copy of your invoice, please send an e-mail to vraag@directpay.nl. 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.

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.

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.

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

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

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

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.

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.