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I have problems with the payment.

I have problems with paying via direct debit / with my standing order.

Important information

Please make sure that you have enough money on your account and that you enter the correct data.
Please keep in mind that you have enough money on your account and check your bank details again before you click on "Send". This can save you and us a lot of unnecessary trouble and time.
The credit and activation of the relevant product will only be made after receipt of payment on our account.
If there is not enough money on your account or if your bank details are not correct, there will be a so-called return debit that entails a high fee for us as the original payment recipient. We reserve the right to take measures against you. Therefore: Please rather check everything twice than discover later that something went wrong.

Difference between a one-off bank debit and a standing order
A one-off bank debit is one of the several payment methods that are offered for certain services (for instance 12 months VIP). If you order a service once and pay this once via bank debit, it will be charged from your account once and the process is hence completed.

A standing order is a certain form of getting some VIP time. You will place an order once and then the amount due will be regularly charged from your account automatically via bank debit according to the time interval of the package. The standing order will continue until you stop it. As long as you do not stop it, charges will continue to be made.

If there was a return debit, please do not "just simply" transfer money
A so-called return debit happens if we could not debit the money from your account, for example, because there was not enough money on your account or because you entered wrong bank details.
A retroactive transfer for this order process is not possible. We do know which nickname the money should be allocated to, no matter if you have thought of a purpose of transfer which, in your eyes, is meaningful. In this case, we have to transfer the money back to you.
If there was a return debit, please re-order the product you want to have in the Community by clicking through the relevant pages there.

What happens if a user deletes his/her nickname
If a user deletes his/her nickname and a bank debit is in process at the same time, the debit will still be carried out; however, the service cannot be credited to the nickname any more.
If a user deletes his/her nickname and a standing order is active at the same time, the standing order will still also be deleted; however, if a bank debit is in process at the same time, the debit will still be carried out, but the service cannot be credited to the nickname any more.

Questions and answers

Bank debit

How does the bank debit system work? Why should I do this?
A bank debit is a very convenient and uncomplicated payment method, almost nothing can go wrong with this method... no filling out of transaction forms etc.
In order to pay via bank debit, you have to have a current account with a German bank.
When ordering, you only have to enter your name as well as your account number and the bank code into the form on the relevant page, check your details again after clicking on "Next" and and by clicking on "Send" you place the binding order to debit the relevant amount from this account.
If the debit was successful, the service you ordered (for example VIP activation) will be provided by us.
If the debit was not successful, there will be a so-called return debit that entails a high fee for us as the original payment recipient. We reserve the right to take measures against you.

What happens with my data?
Your bank details will be saved as long as it is necessary for the processing of payment. Afterwards they will be deleted.

Why do I have to re-enter my bank details every time; can you not save them somewhere?
For data protection reasons we only save your bank details as long as it is necessary for the processing of payment. Afterwards they will be deleted.

When exactly will the debit be carried out?
We immediately start the debit after your have placed your order; it depends on the banks involved and the date of your order (weekend, national holiday etc.) how long it will take in the end.

How will the debit be shown on my account statement?
The pertinent item will include the purpose of transfer which is a combination of the product you ordered and a ten-digit code composed of letters and numbers, for instance 12 months VIP 0X00XX0X00

I ordered payment via bank debit and have just realized that I do not have enough money on my account. What do I do now?
Please contact Support immediately. If you do this, you have to enter certain information in your mail to the Support! At the end of the page you can see which information that is.

I ordered payment via bank debit and have just realized that I have made a typing error. What do I do now?
Please contact Support immediately. If you do this, you have to enter certain information in your mail to the Support! At the end of the page you can see which information that is.

I have placed the order for bank debit but I have not yet received the service yet.
This can be due to two factors: Either the long processing times of the banks involved, or you may have something to do with it.

In terms of the processing times of the banks, we cannot influence them; different banks take different times to transfer money from one bank to another. Besides, there can also be weekends and national holidays in-between. Normally, we provide our services (for example VIP activation) within at least three working days, usually around 5 "normal" days, when using the payment method bank debit.

Have you entered correct bank details?
If not, it was of course impossible for us to debit the necessary amount from your account. Therefore we could not provide the service you wanted (for instance VIP activation). And it resulted in a so-called return debit that entailed a high fee for us as the original payment recipient. We reserve the right to take measures against you.

I would like to pay via bank debit now and again. But this payment method is not being offered to me!
The accounting expenses only make sense when they exceed a certain level, therefore we do not offer bank debit as a payment method for every order.

I have further questions concerning my bank debit order.
Please contact Support and please make sure that you indicate the following information in your mail at all costs:

  • For which nickname was the service (for example VIP activation) ordered?
  • What exactly did you order (for example VIP activation for 6 months)?
  • What is the purpose of transfer that is shown on your bank statement (if the debit has already taken place)?

    Please read here what else is to be considered when writing to Support.

Standing order

How can I stop my standing order?
Please click on "VIP" in the welcome box on the homepage and there you go to the button "Stop standing order" under "Your VIP status".
If you have had the standing order for some time already, there will not be another debit and your VIP time ends at the time that is shown to you in "Your VIP status".
If you have just set up the standing order, the debit will take place for the first time interval. Afterwards there will not be another debit and your VIP time ends at the time that is shown to you in "Your VIP status".

The button for stopping the standing order is not shown to me. Why?
The button is not shown as the system has already initiated the debit for the first time interval.
If you still want to stop the standing order and the debit process, please contact Support immediately. If you do this, you have to enter certain information in your mail to the Support! At the end of the page you can see which information that is.

My bank details have changed; how can I change them for the standing order?
Stop the standing order you have right now and order a new one with your new bank details as soon as the debit for the first time interval from your other account has taken place.

When exactly will the debit be carried out?
We immediately start the first debit after your have placed your order; it depends on the banks involved and the date of your order (weekend, national holiday etc.) how long it will take in the end. The next debit will always be initiated on time before your VIP time expires.

I sent a standing order and stopped it again right away. Will a debit take place anyway?
Yes, it will take place for the first time interval. Afterwards, there will not be another debit.

I sent a standing order and stopped it again right away. Despite that, I cannot get another VIP package. Why?
For the standing order you stopped, the debit will still take place for the first time interval. Afterwards, you can get the VIP package of your choice again.

I have an active standing order and would like to buy another VIP package. But this does not work. Why?
The purchase of another VIP package is not available for an active standing order.

Will there also be other methods than bank debit for a standing order?
Wait and see ;)

I would also like to have a standing order now and again.
Wait and see ;)

Will the possibility of a standing order also be available for other countries?
Wait and see ;)

I have further questions concerning my standing order.
Please contact Support and make sure that you indicate the following information in your mail at all costs:

  • For which nickname was the service (for example VIP activation) ordered?
  • What exactly did you order (for example VIP activation for 6 months)?
  • What is the purpose of transfer for the last debit that is shown on your bank statement (if the debit has already taken place)?

    Please read here what else is to be considered when writing to Support.
Imprint and Support e-mail addresses