Frequently asked questions

On whose behalf have I been contacted by DirectPay?

DirectPay is commissioned by various professional companies. The company or agency has sold your 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 am having trouble logging in to My DirectPay. What should I do?

If you have forgotten your login name and/or password, send an email to with the following information: Name, postcode, house number. You will receive an email with (new) information, enabling you to log in. You will once again have access to the portal.

If you still encounter problems, let us know as soon as possible by sending an email to with the following information: Name, postcode, house number 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?

If you would like a copy of your invoice, send an email to containing your request to receive an invoice and including the following information: Name, postcode, house number, debtor number and invoice number.

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 no longer possible to reach another arrangement. In all other cases, reaching a payment arrangement is one of the possibilities.

How can I make a payment arrangement?

If you satisfy the required conditions, you can stipulate online via the self-service portal in how many instalments you want to pay your outstanding debts. In order to activate the arrangement, you must make a down payment of € 25 within a week. You will receive confirmation of the payment arrangement you have entered. In the letter you received from us you will see the information enabling you to log in to the self-service portal.

What invoices do I still have to pay?

By logging in to the self-service portal you can see an overview of your outstanding debts. This invoice overview shows what invoices you had outstanding at which companies. The overview lists the customer number, invoice date, due date, invoice amount and outstanding amount.

I disagree with an invoice I received.

If you disagree with an invoice please let us know as soon as possible by sending an email to It is important you include debtor number and invoice number in your mail. Without this information we will not be able to process your request.

I did not pass the credit check. How is that possible?

If you believe you were wrongly rejected by the credit check, contact us. You can do this by sending an email to with the following information: Name, date of birth, postcode, house number, company name. We will investigate as soon as possible whether the outcome of the credit check is correct or should be revised. You will receive an email on the outcome of this.

I 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 stipulated time frame, there is no problem. Or perhaps you paid our client. If that is the case, we ask that you email the proof of payment to We only accept a photo or screen shot from internet banking as valid proof of payment, including the description (not just the amount debited, therefore) and payment date.

I have paid the principal in full. But I see that (part of) this principal is still outstanding. How is that possible?

You may have been charged collection costs. In that case the outstanding balance is made up of the outstanding invoices (principal) and the collection costs. If you make a payment, your payment will first be applied to the collection costs and not the principal. Or perhaps your payment is still en route. Another possibility is that we may have been unable to allocate your payment to the correct account or a reversal occurred. In those cases, you are advised to contact one of our service employees by telephone, on 0180-691650.

Why have I received a new invoice if I’ve already been registered under the WSNP?

If you have been registered under the WSNP and you have received an invoice, you can contact your administrator. Your administrator will assess whether this invoice falls within the scope of the WSNP. If this is the case, the amount will be included in the accounts payable list and you do not need to do anything further. If it falls outside the scope, you will have to personally ensure payment on time.

I received a letter from DirectPay but the person to whom it is addressed does not live here. What should I do?

In that case you can send an email to . Moet hier niet bij welke informatie ze minimaal moeten aanleveren?A report of suspected fraud will be noted in our system. We will then start an investigation. In that case you can disregard the letters you receive from us.

I received a reminder letter from DirectPay for an outstanding debt at my previous energy supplier. How is that possible? 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 excluding advance amounts that were not paid. You must still pay these advance amounts. If you still have questions, you are advised to contact one of our service employees by telephone, on 0180-691650.

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