Frequently Asked Account Questions
Answers to frequently asked questions about invoices, credit notes, payments and reminders. Otherwise, please refer to our sale and subscription conditions.
You can change your address, email, and other information under my account.
If your invoice contains calls, there will be a link at the bottom of it to the "call specifications" where you can see your calls and how they have been charged.
You can change your plane for free.
If you want to switch to a more expensive plan, you can switch from day to day.
If you want to switch to a cheaper plan, you can switch with 30 days' notice.
Contact us via email to change your plan. Remember to supply your telephone and customer numbers. The easiest thing is to reply to the last invoice email you received from us.
You must make a transfer that must include the following text:
[your name and address]
hereby transfer all rights and obligations regarding my phone no. [your phone number] to [the name and address of the other person].
[Your name] [The other person's name]
You both have to sign, then scan or photograph the transfer and send it to us at [email protected]
Please check your spam filter to see if it should have ended up there. You can usually avoid that messages are sorted as spam by adding our sender email address to your known sender list or address book.
You have access to your invoices and payments via My account and can continuously see what you owe us or we owe you.
Even if you have only called numbers that are free, we will send you an invoice of zero so that you can see the usual call distribution, see all your calls online and how much you save compared to your previous telecommunications company :-)
Our low prices are based on keeping costs down by e.g. to automate as much as possible. It is expensive in materials, postage as well as salaries to send out paper invoices. Therefore, invoices etc. are sent out exclusively electronically via e-mail and can not be sent out on paper - not even if you pay us.
A credit note is not a bill, but the opposite. A credit note is f.x. issued when crediting (offsetting) incorrect charges or after a terminations where excess subscription fee id credited.
An account statement is an overview of your account with us. I.e. typically a summary of what you owe us and is usually aired just before New Year. An account statement is not a reminder and you will not be charged for it.
If you have an active subscription
As long as you have an active subscription, the amount is set-off against future invoices.
If you do not have an active subscription
A receivable can only be calculated up to one month after a possible subscription has expired.
If you have paid online, we will attempt a refund to your last used payment method. Alternatively you must enter your bank details under "Account Settings" under "My account". Your receivable will automatically refunded/transferred within 30 days from the statement of your receivable.
Please note that amounts below
Yes, you can choose to have future bills paid automatically at your next online payment.
Automatic payment is supported via Visa, Visa Dankort, Mastercard, American Express, ELO, Apple Pay, Google Pay, SEPA Direct Debit, Sofort, iDEAL and Bancontact.
Danish Betalingsservice (BS/PBS) is not supported.
If your saved card has expired, the next automatic payment will fail and you will receive an email where you can choose another payment method.
If your saved card has not expired and you want to change the payment method, please contact us. We will then remove your current payment method from your account and you will be able to choose a different payment method the next time you pay a bill.