Complaints and Payment Regrets
Sometimes things don’t go as planned. Whether you want to dispute a payment, cancel an agreement, or regret a purchase, we’re here to help. On this page, you’ll find information about how to make a complaint or withdraw from a payment or agreement.
Do you want to regret?
MobilePay is not a binding agreement. If you wish to withdraw from your MobilePay agreement within the first 14 days, you can do so here as a private consumer. For the Greenlandic version, click here.
If you want to cancel a MobilePay Money Gift that you have purchased in the MobilePay app, you can do so by filling out the withdrawal form here. For the Greenlandic version, click here.
If you are a business and wish to withdraw from your agreement within the first 14 days, please send an email to erhverv@mobilepay.dk.
If, as a consumer, you wish to terminate your agreement after the first 14 days, you can do so in writing or by phone without notice by contacting support.
Do you want to file a complaint?
If you have a complaint, you can write to us at klage@vippsmobilepay.com.
We aim to respond as quickly as possible, and no later than 15 business days after receiving your complaint.
You can also send your complaint by mail to: Vipps MobilePay, branch of Vipps MobilePay AS, Norway, Havneholmen 29, 6th floor, 1561 Copenhagen V.
Please note that response times for mail may be slightly longer than for email.
You can find more information about your complaint options in our terms and conditions.
Do you want to dispute your transaction?
If you believe that a transaction has been made with MobilePay that you have not approved (authorised), contributed to, or carried out, you must notify us as soon as possible. The same applies if you believe your MobilePay Box has been misused. Fill out the form here.
Also, remember to block your profile. Please contact us at +45 70 80 39 00, and we will help you. Please note that you must contact your bank if you believe your card or your MitID has been misused.
If you paid to a webshop
If you have paid to a webshop, you suspect fraud and have already tried to contact the webshop without success and you can see the text “Paid with MobilePay” on the receipt in the app, you need to file a claim with us. You do this by filling out the dispute form here and sending it to us.
If you bought an item from a webshop, have not received it, and have already tried to contact the webshop to settle the dispute without success and you can see the text “Paid with MobilePay” on the receipt in the app, we can also help you get your money refunded. In such cases, you should fill out the dispute form via the link here.
If your receipt in the app does not show the text “Paid with MobilePay”, you need to make a dispute in your own bank.
Note! This only applies if you paid with MobilePay using our webshop solution - it’s not the same as paying directly to a MobilePay number.