Do you need some help? FREQUENTLY ASKED QUESTIONS Find the answer here
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Frequently asked questions from you
The moment you have paid for goods using ViaBill in a webshop ViaBill reserves the full order amount on your debit card. ViaBill will withdraw the amount after 30 days. When you pay with ViaBill, you postpone your payment 30 days.
We will withdraw the amount for the order you have made ourselves, so you don’t need to worry about it getting paid on time.
You won’t get access to My ViaBill until the webshop has sent your goods and withdrawn the amount for the order and informed us. Next, you will receive a welcome e-mail from us in which you will find your log-in details for My ViaBill. The first time you log in, you will be asked to change your password to a personal password.
I have forgotten my password for My ViaBill If you should forget your password, you can obtain a new one from us. You get your new password by clicking on “Forgotten your password?”” on the log-in page for My ViaBill. Thereafter, you enter the e-mail address you used for your ViaBill purchase.
You will then be sent a temporary password by e-mail and SMS. You enter the temporary password in the lowermost box on the log-in page for My ViaBill. Next, you click on the Log-on button, which will then take you to My ViaBill. Thereafter, you will be asked to create a personal password which you must confirm in the lowermost field. You then just have to click on “Save and log in” – after which you will be logged in to your account.
As it is your e-mail address you are using to log in with, and as it is your e-mail address to which we send important information, it is important to keep your e-mail address up-to- date. This means that if you get a new e-mail address, you have to change it in My ViaBill or tell us about the change.
When will I get my password for My ViaBill? Bear in mind that you won’t receive the password to My ViaBill until after the first purchase. You will receive your password once the webshop has dispatched your order. This means that you won’t gain access to My ViaBill until you have completed a purchase using ViaBill. This also applies to those of you who have set up an account through our “Test yourself” solution in a webshop or on our website.
If you have not received your temporary password from ViaBill, you can check your spam or unwanted mail folder to make sure that it hasn’t gone there. If you still can’t find it, you can contact us via our Support function and we will then send you the password. You can find our contact information at the bottom of the page.
To update your payment card you need to log in to My ViaBill and click on “Card” in the menu on the far right. Then, enter your card information. Update your payment card details from a computer or your mobile phone. There must be money on your card, otherwise you won’t be able to add it.
In the event that you have not updated your card when we take the payment from your debit card we will send you an e-mail with further information.
You can cancel your order via the webshop from which you purchased the goods. As a rule, it is the webshop you should contact for help if it relates to the delivery time for the goods or you haven’t received a refund for your purchase.
It is only the webshop from which you purchased your goods that can credit your account or cancel your order. In other words, any questions you have relating to the delivery time of the goods must be answered by the webshop from which you made the purchase. In cases of emergency, ViaBill can help you if you, over an extended period of time, have not had any contact with the webshop or if you have not received the goods you ordered from the webshop.
Once you have cancelled your order or contacted the webshop, ViaBill will receive notification from the webshop and we will then release the amount we have reserved on your card. If we have already withdrawn the amount from your debit card you will, of course, be refunded the money as soon as we hear from the webshop.
ViaBill is free to use as you do not pay interest and fees when you delay your payment 30 days.