FAQ
How can we help you? Below you will find answers to the most frequently asked questions about Compay GmbH and our services.
Whether you have questions about outstanding debts and statements, payments, and returned direct debits or about changing your bank and personal details: You will find help here.
If you do not find the answer to your question, we will gladly help you personally.
Where should I transfer my outstanding debt?
Please use the account details of Compay GmbH to settle the outstanding debt. Please also enter your transaction number as the reason for payment. You can also find all details on the outstanding payment in the customer menu at https://payment.compay.de/HelpDesk?LANGUAGE=EN
What was concluded or booked?
If Compay GmbH has debited your account, you have, for example, taken out membership on one of the websites of the Ideawise Limited Group or booked an additional service.
If you cannot allocate a debit, don’t hesitate to contact our support team. You can call our support team at +49 (0)211 85 96 80 60 or email service@compay.de.
Please have the transaction number of the direct debit ready for this purpose.
How and where can I change my bank details?
If your bank details or other personal details have changed, you can update them in the Compay Helpdesk in the customer menu at https://payment.compay.de/HelpDesk .
Alternatively, you can contact us with your updated details by telephone at+49 (0)211 85 96 80 60 (Monday to Thursday 9 am – 5 pm and Friday between 9 am and 2 pm) or in writing via email at service@compay.de .
Can’t I reach the operator by phone? What contact details can I use?
If you cannot reach the website operator, our support team will gladly help you. You can reach us by telephone from Monday to Thursday between 9 am and 5 pm and Friday between 9 am and 2 pm at +49 (0)211 85 96 80 60.
Alternatively, you can contact us by email at service@compay.de .
In addition, you will always find the support email address of the respective operator on the corresponding website.
Data misuse – debit from my account cannot be allocated. What should I do?
Data misuse – debit from my account cannot be allocated. What should I do? If a direct debit was made from your account by Compay GmbH, which neither you nor your family members initiated, have the direct debit reversed and immediately report the matter to the police for data misuse.
Then send us a copy of the report by post or email to:
Compay GmbH
Mettmanner Straße 25 / Building 13
40699 Erkrath
Email: service@compay.de
By when must the return debit note be settled?
The return debit note must be settled no later than 14 days after the chargeback (return debit note email from Compay GmbH).
Why are the return debit note costs so high?
A return debit note is a failed direct debit. In this case, the responsible bank reverses the credit for the creditor. This results in fees for the creditor, which are then passed on to the debtor. Therefore, the return debit note costs are expenses incurred by the creditor and are to be borne by the debtor.
Where can I cancel my membership?
Please cancel your membership directly on the relevant website of the respective operator or via email to the operator of the offer. You will find the corresponding email address in the confirmation email you received from Compay GmbH directly after your registration.
Alternatively, you can also cancel your membership in the customer menu at https://payment.compay.de/HelpDesk .
Why do I receive so many emails?
I have not made a purchase What does the prepayment email mean?
Since you selected the payment method “invoice” for your last order, you will receive various emails from us, such as order confirmation, prepayment email, and reminder email, as these are always sent automatically by us.
I have already made a payment. Why am I not yet activated?
This is because your payment still has to be booked internally. As a rule, this process takes at least 24 hours (within working days). In addition, there may be delays due to the varying transfer times of different banks.
When will the next direct debit be made from my account?
You can find out when the next direct debit will take place in the Helpdesk athttps://payment.compay.de/HelpDesk .
Alternatively, you can call our support number +49 (0)211 85 96 80 60 to find out when your account will be debited. Our telephone support hours are Monday to Thursday from 9 am to 5 pm and Friday between 9 am and 2 pm.
My account is covered again.
Why can’t the return debit note be debited again?
It is currently not possible for us to debit the open amount from your account again, as the direct debit authorization granted has expired due to the return debit note. You must, therefore, actively prove that the direct debit mandate has been reactivated by executing the direct debit again.
If you have any questions, please contact our support team. You can reach them by telephone at +49 (0)211 85 96 80 60 or by email service@compay.de .
What happens if I am unable to pay?
In the event that you are unable to pay, please contact us immediately so that we can find a suitable solution together. Otherwise, we will transfer your case to a debt collection agency.
You can reach us by email at service@compay.de or by phone at +49 (0)211 85 96 80 60 from Monday to Thursday between 9 am and 5 pm and Friday between 9 am and 2 pm.
How can I reach the Compay GmbH support team?
You can reach our support team by phone +49 (0)211 85 96 80 60 from Monday to Thursday between 9 am and 5 pm and Friday between 9 am and 2 pm. In addition, you can also contact us by email at service@compay.de (a reply will be sent within 24 hours on working days).