Customer Support
Welcome to our customer support page! Here you can read the FAQ or reach out to us if you can't find the answer to your question.
- Riverty is the new AfterPay Invoice Payment Delivery and returns Login to app & MyRiverty Monthly Invoice Security, privacy and personal data Riverty within the webshop Riverty and EasyPark Pay in 3
Riverty is the new AfterPay
AfterPay becomes Riverty. What does that mean for me as a user?
Do you already love all the services AfterPay provides? Well the good news is that Riverty offers the same services in the same webshops, but now offers more options and possibilities for you. With new products like ‘Pay in 3’ and ‘Flex’, you’ll be able to handle your finances in new ways and make purchases the way you want to.
Where will I find my old AfterPay purchases and invoices?
You will still find all your previous AfterPay purchases and invoices in the new Riverty app as well as in the my.riverty.com user portal, together with all your new Riverty purchases.
What will happen to my AfterPay app?
The app will turn into a Riverty app. If it doesn't automatically update, you can enter the Appstore or Playstore on your phone to update it manually.
Will my Flex account still be valid?
Yes, your Flex account will continue just as before.
Invoice
How is my invoice sent?
We send the invoice to the email address you provided when you made the purchases. In some cases we might have also sent the invoice to you by post. Since the invoice is sent to you when your order is shipped, it might take a few days until your receive your invoice.
You can always find your invoice by logging in or use the app.
You can always find your invoice by logging in or use the app.
I haven't received my invoice, what do I do?
Your invoice has not been sent yet
You will receive your invoice by email after the webshop has shipped your purchase. You can already see the registered purchase in the Riverty app or in MyRiverty after completing the purchase in the webshop.
The invoice email is marked as spam and did not make it to your inbox
Check you spam filter and make sure to mark emails from Riverty as trusted to prevent this from happening in the future.
There is a typo in your email addres
The invoice is probably on its way to you by physical post. When we detect that the email has bounced, you will automatically receive an invoice by post. You can contact our Customer Service to share your correct email address with us.
You will receive your invoice by email after the webshop has shipped your purchase. You can already see the registered purchase in the Riverty app or in MyRiverty after completing the purchase in the webshop.
The invoice email is marked as spam and did not make it to your inbox
Check you spam filter and make sure to mark emails from Riverty as trusted to prevent this from happening in the future.
There is a typo in your email addres
The invoice is probably on its way to you by physical post. When we detect that the email has bounced, you will automatically receive an invoice by post. You can contact our Customer Service to share your correct email address with us.
Can I change the due date on my invoice?
Yes, you can*. Need a little more time to pay? You can use the Snooze function in the Riverty app or MyRiverty. This allows you to postpone your due date with 7 days, for free.
Login to the Riverty app or MyRiverty to snooze your invoice.
Login to the Riverty app or MyRiverty to snooze your invoice.
Payment
I received a reminder but I have paid my invoice, why?
Your payment was not yet processed when sending the reminder.
You will receive a payment confirmation email within 3 working days after we have processed your payment.
Did you pay more than 3 days ago?
Please send the details of your payment to klantenservice@afterpay.nl. We will work hard to locate your payment, after which you will receive a payment confirmation by email.
Please check if you have transferred the money to the right bank account number. This should be NL24ABNA0598152180 or NL50DEUT0265295750.
Is this not the bank account number you have used? Then perhaps you paid directly to the webshop. Please contact the webshop and ask them to transfer the money back to you or to inform us about the received payment.
You will receive a payment confirmation email within 3 working days after we have processed your payment.
Did you pay more than 3 days ago?
Please send the details of your payment to klantenservice@afterpay.nl. We will work hard to locate your payment, after which you will receive a payment confirmation by email.
Please check if you have transferred the money to the right bank account number. This should be NL24ABNA0598152180 or NL50DEUT0265295750.
Is this not the bank account number you have used? Then perhaps you paid directly to the webshop. Please contact the webshop and ask them to transfer the money back to you or to inform us about the received payment.
I have been charged with reminder fee, but I did not receive any reminder
Your purchase is linked with your email address. You are using different email addresses for your purchase and probably not logged in with the email address associated to the invoice on which reminder fee has been charged.
For the best experience try to use same email address for all your purchases to keep a track of all your invoices and avoid missing notifications or payments.
Check your spam filter and mark emails from Riverty as trusted to prevent this in the future.
For the best experience try to use same email address for all your purchases to keep a track of all your invoices and avoid missing notifications or payments.
Check your spam filter and mark emails from Riverty as trusted to prevent this in the future.
Delivery and returns
How can I return my entire order?
Contact the shop from which you ordered to find out how to make a return. As soon as the merchant has informed us that the return has been processed, you will receive a confirmation e-mail.
You can also add the returned items to your invoice in AfterPay app or in MyRiverty. Open the invoice, click the button 'Create return' and follow the steps. We will then extend the due date and update the invoice amount.
Have you not received a confirmation after 2 weeks? Please contact the shop to ask whether your return has arrived safely.
You can also add the returned items to your invoice in AfterPay app or in MyRiverty. Open the invoice, click the button 'Create return' and follow the steps. We will then extend the due date and update the invoice amount.
Have you not received a confirmation after 2 weeks? Please contact the shop to ask whether your return has arrived safely.
How can I return part of my order?
You only pay for items that you keep, including any shipping and service costs.
Contact the shop from which you ordered to find out how to make a return. As soon as the merchant has informed us that the return has been processed, you will receive a confirmation e-mail.
You can also add the returned items to your invoice in Riverty app or in MyRiverty. Open the invoice, click the button 'Create return' and follow the steps. We will then extend the due date and update the invoice amount. You can pay the remaining amount through the app, MyRiverty, or use the payment information in the e-mail.
Have you not received a confirmation after 2 weeks? Please contact the shop to ask whether your return has arrived safely.
Contact the shop from which you ordered to find out how to make a return. As soon as the merchant has informed us that the return has been processed, you will receive a confirmation e-mail.
You can also add the returned items to your invoice in Riverty app or in MyRiverty. Open the invoice, click the button 'Create return' and follow the steps. We will then extend the due date and update the invoice amount. You can pay the remaining amount through the app, MyRiverty, or use the payment information in the e-mail.
Have you not received a confirmation after 2 weeks? Please contact the shop to ask whether your return has arrived safely.
Why is the amount on my invoice not correct after a return?
The most common reasons why the invoice amount is not as expected are:
incorrect processing of returned items, discounts in the order, or merchant return fees.
If you had a discount on your invoice, the amount of the credit voucher might be lower than expected. The difference has to be paid via bank transfer.
To get information about your specific return, please contact the shop.
incorrect processing of returned items, discounts in the order, or merchant return fees.
If you had a discount on your invoice, the amount of the credit voucher might be lower than expected. The difference has to be paid via bank transfer.
To get information about your specific return, please contact the shop.
When can I pay for my invoice after making a return?
After adding the returned items to your invoice in Riverty app or MyRiverty, the remaining amount is open for payment. You can pay directly through the app or MyRiverty, or use the payment information in the e-mail. Once the return has been approved by the merchant, we will inform you.
If you returned your entire order, you most likely don't have anything left to pay. However, some merchants add a return fee. To know what applies to your return, open the invoice in Riverty app or my.Riverty.com, or check the confirmation e-mail.
If you returned your entire order, you most likely don't have anything left to pay. However, some merchants add a return fee. To know what applies to your return, open the invoice in Riverty app or my.Riverty.com, or check the confirmation e-mail.
Can I adjust or cancel my return?
We will send you an information e-mail if your return is not processed in time. Then please contact the shop to get information about the status on your return. In case the merchant needs extra time to process your return, contact our customer service to get help putting your invoice on hold.
Can I get an extension of my payment date when I make a return?
You can only add a return to your invoice before it's scheduled for payment.
Due to technical limitations, we only allow 1 return per invoice. If you already added a return to the invoice a second is not available.
As long as you follow the merchant's return policy, you can still make a return through them. Once we get notified by the merchant, we will come back to you with updated payment information. If you have already paid for the order in full, we will transfer the excess amount back to you within the next days.
Due to technical limitations, we only allow 1 return per invoice. If you already added a return to the invoice a second is not available.
As long as you follow the merchant's return policy, you can still make a return through them. Once we get notified by the merchant, we will come back to you with updated payment information. If you have already paid for the order in full, we will transfer the excess amount back to you within the next days.
Why can't I add a return in Riverty app or MyRiverty?
You can only add a return to your invoice before it's scheduled for payment.
Due to technical limitations, we only allow 1 return per invoice. If you already added a return to the invoice a second is not available.
As long as you follow the merchant's return policy, you can still make a return through them. Once we get notified by the merchant, we will come back to you with updated payment information. If you have already paid for the order in full, we will transfer the excess amount back to you within the next days.
Due to technical limitations, we only allow 1 return per invoice. If you already added a return to the invoice a second is not available.
As long as you follow the merchant's return policy, you can still make a return through them. Once we get notified by the merchant, we will come back to you with updated payment information. If you have already paid for the order in full, we will transfer the excess amount back to you within the next days.
Why was my return rejected by the merchant?
Please make sure you follow the merchant's return policy. Some merchants have special terms which don't allow a return at certain conditions.
If you do not agree with the decision from the merchant, please contact our Customer Service. We can take a look at it together. No promises made there...
If you do not agree with the decision from the merchant, please contact our Customer Service. We can take a look at it together. No promises made there...
Login to app & MyRiverty
How do I login to the Riverty app or MyRiverty?
Login to the AfterPay app
All you need to login to the app is your email address. Open the app, enter the email address linked to your AfterPay purchases and we will send you a login link. No more remembering passwords and pin codes. After your first login, you can access the app even quicker with Face ID or Touch ID.
Login to MyRiverty by email
You can login to MyRiverty with your email address. Request a login link and you will immediately receive a unique and encrypted link to login to MyRiverty.
Login to MyRiverty by password
Forgot password?
Forgot your password? Go to Reset password. We will send you a link that allows you to create a new password.
All you need to login to the app is your email address. Open the app, enter the email address linked to your AfterPay purchases and we will send you a login link. No more remembering passwords and pin codes. After your first login, you can access the app even quicker with Face ID or Touch ID.
Login to MyRiverty by email
You can login to MyRiverty with your email address. Request a login link and you will immediately receive a unique and encrypted link to login to MyRiverty.
Login to MyRiverty by password
Forgot password?
Forgot your password? Go to Reset password. We will send you a link that allows you to create a new password.
How can I change my billing address?
The billing address is the same as the one you entered when you placed your order. It is not possible to change the billing address afterwards.
If you leave your new address with your next order, it will also be used as the billing address for your new order.
If you leave your new address with your next order, it will also be used as the billing address for your new order.
How can I change the (personal) information in my profile?
Please contact our customer service and let us know about the changes. We will adapt the profile information for you.
Monthly Invoice
How does monthly invoice work?
Some webshops or apps offer our monthly invoice option. This enables you as a consumer to make multiple purchases during a month from this webshop or app, and only receive one invoice at the end of the month.
How can I sign up for the monthly invoice?
The monthly invoice is offered by specific webshops or apps. Once you see the monthly invoice as a payment option in the checkout, you just have to select it, enter your data and that's it! Your monthly invoice is ready to be used and you can easily add more purchases to it without any extra steps. After your first purchase we will send you a welcome email with details on when you will receive your monthly invoice for that particular app or webshop. The next email you will receive will be the invoice.
When will I receive my monthly invoice?
Invoices are sent via email once a month, where the exact date varies depending on the merchant you shopped at. You will find the specific date in the welcome email you receive from us after your first purchase.
How will the monthly invoice be sent?
Invoices are sent via email, to the email address you specified when you made your purchases.
Where can I see my monthly invoice?
You can see the status and details of your monthly invoice any time in MyRiverty or the Riverty App.
When do I need to pay?
The due date will be clearly specified in the invoice email you receive and inside MyRiverty or the Riverty App.
How can I pay my monthly invoice?
Invoices can be settled by logging into your MyAfterPay account and paying with the available payment methods in your country.
What happens if I don't pay the invoice on time?
In case you forget to pay your monthly invoice before the due date, we will send you an email reminder. You can follow the instructions in the reminder to pay within the stated period of time.
Security, privacy and personal data
Why does Riverty process personal data?
In order to be able to offer our service, we need some information from you. Especially if you are using Riverty for the first time. Click here (link to privacy statement) for our privacy statement which explains more about the processing and use of personal data by Riverty.
Riverty within the webshop
How does Riverty work?
Click here to see how Riverty works.
Riverty and EasyPark
Why do I get an invoice from Riverty for my EasyPark transactions?
Riverty handles the direct debit payments for EasyPark. You will receive a monthly invoice from us with all your parking transactions.
If you would like to use another payment method you can change this in the EasyPark app.
If you would like to use another payment method you can change this in the EasyPark app.
How can I change or update my IBAN account?
This can be updated in the EasyPark app.
Where can I find the parking transactions?
You will find all your parking transactions in the EasyPark app.
You will get an overview of all transactions on your monthly invoice.
You will get an overview of all transactions on your monthly invoice.
Pay in 3
How does Pay in 3 work?
Pay in 3 is a Buy now Pay Later payment method that is offered at the checkout of an order at a webshop. You can use this to pay for an order in 3 monthly installments. After sending the ordered product, the first payment is due after 30 days, the second installment after 60 days and the third installment after 90 days. If you always pay on or before the scheduled expiration date, we will not send reminders and this payment method is free of charge.
In what ways can I pay?
The fastest and easiest way to pay is via iDEAL in the Riverty app. Would you rather transfer the payments yourself? This can be done with a bank transfer. To do this, use the following information:
IBAN : NL50DEUT0265295750
Account holder : Riverty
Payment description : You can find this in the invoice, in the app or Riverty Portal
Amount : € .....
It is important to include the correct details and account number when making your payment.
IBAN : NL50DEUT0265295750
Account holder : Riverty
Payment description : You can find this in the invoice, in the app or Riverty Portal
Amount : € .....
It is important to include the correct details and account number when making your payment.
What happens if I don't pay on time?
If you miss a payment, this amount will be added to the next instalment. You will receive a reminder email and an app notification 2 days later. At that time, no additional costs will be charged. If you pay the missed payment before this next instalment period, we also do not charge collection costs. If your payment has not been received by us after 90 days, we will charge you collection costs.
If you have still not paid the payment arrears, your Payment in 3 will be forwarded to our collection agency Riverty Services Netherlands B.V. It is important that you immediately contact the collection agency to make a payment plan. In addition to collection costs, the collection agency also charges statutory interest. You can also activate a payment plan yourself via the website of the collection agency.
If you have still not paid the payment arrears, your Payment in 3 will be forwarded to our collection agency Riverty Services Netherlands B.V. It is important that you immediately contact the collection agency to make a payment plan. In addition to collection costs, the collection agency also charges statutory interest. You can also activate a payment plan yourself via the website of the collection agency.
What should I do if I can’t pay?
It is wise to contact us directly in this situation. Together we can look for a solution that suits your financial situation. Our Customer Care staff will help you with this.
How are my payments processed?
Your payment via iDEAL is processed immediately and can be seen in the updated account overview in the app or in the Riverty Portal. Paying via iDEAL is the fastest and easiest way of paying. If you make a bank transfer, it will be processed after we receive the payment on our bank account. This may take several business days. If you accidentally overpaid, your next term will be reduced. Is there a credit? Then it will be refunded to your account.
What happens to my account overview if I return an order?
If you file an order back at the webshop and / or return the item, we will be informed of this by the webshop. This information will be visible in your next term. The next term will be reduced by
the amount of the returned items. Have you returned your entire order? Then we will let you know and your Pay in 3 account will expire.
the amount of the returned items. Have you returned your entire order? Then we will let you know and your Pay in 3 account will expire.
Why can't I report returns in the app?
This is technically not possible yet. We are working hard to make this possible. Until it is possible in the app you need to contact the webshop to report a return.
Is there an order limit for Pay in 3?
Yes, you can only use this payment method if the purchasing price of the items that you want to purchase is between €30.00 and does not exceed € 2,500.00.
Can I pause my Pay in 3 or ask for a postponement?
No, as soon as you place the order, you agree to the terms and conditions of Pay in 3. This means that you pay for your order in 3 instalments. There is no possibility to pause payments or to give a deferral.
Can I pay the full Pay in 3 invoice in one go?
This is possible. You can only do this by logging into the app or into the Riverty Portal and paying the instalments one by one. You can always pay the (next) instalment before the due date. Once the instalment has been paid, the next instalment term will appear.
What happens if I pay too much or too little?
This cannot happen with IDEAL. If you pay by bank transfer, it might happen that you pay too much or too little. If this happens, you will receive an email about it. It describes exactly what the next steps will be.
What happens if only part of my order is delivered?
You will receive an account statement with 3amounts for all the shipped items. This statement described all the instalments that need to be paid. You will receive a new account statement as soon as the rest of your order is delivered. We will also send you an e-mail with all the information about all the changes in your account statement. You can also find this information in the app and in the Riverty Portal.
Will my purchase be registered with BKR?
Your purchase is not registered with BKR.
Chat with us
Open chat
Chat hours:
Our chat is always open and ready to help.
To chat with an agent, Monday - Thursday 08.00-17.00.
You can use the form below to send us an email
Call us
020 7 230 270
Phone hours
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Phone hours
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Time
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Monday - Friday
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9:00 - 18:00 h
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Saturday - Sunday
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Closed
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