Her finder du svar på de fleste spørgsmål vedrørende Safepay-appen, Escrow til markedspladser og Escrow for Business.

FAQ – Safepay app

Here you will find answers to the questions we most frequently receive.

1. When will I receive my payout?

We typically process payouts on all business days. Therefore, funds from a transaction are usually scheduled for payout on the first banking day following the completion of the transaction.

2. How do I correct my account number?

Go to settings ⇒ Receiver account ⇒ Add payment method.

3. Can I cancel a transfer?

No, the transfer is binding. However, as the buyer, you can reject and return the item. Once the item is returned, the transaction amount will be refunded minus fees.

4. What happens if the seller does not ship the item?

If the item has not been shipped within 6 days, the transaction will be canceled, and you will receive your money back from the escrow account minus the transaction fee.

5. I have been scammed by the buyer - what do I do?

You must reject the condition of the item and state the reason, then contact customer support by phone.

6. Hvordan spærrer jeg min Safepay konto?

Du kan spærre din Safepay konto via vores hjemmeside – Spær Konto eller ved at kontakte vores kundesupport.

7. My account is blocked, how do I open it again?

Hvis du skal have åbnet din Safepay konto skal du kontakte vores kundesupport på telefon.

8. I can't log in, what should I do?

If it's not due to faceID or PIN code issues, please contact our customer support by phone.

9. Hvor meget kan jeg overføre med Safepay?

The maximum amount per transaction is DKK 15,000. You can handle a maximum of DKK 50,000 per calendar month.

10. How do I return an item?

You must reject the condition of the item within 12 hours of collection at the parcel shop. After rejection, you need to purchase a shipping label in the app and return the item.

11. Can the item be sent to a different address?

Yes, go to settings ⇒ address ⇒ Add alternative address (which will become the primary address going forward - NOTE: must be added before purchasing a shipping label).

12. Who bears the risk of shipment?

The sender does - insured by our insurance partner.

13. Er det sikkert at betale med Safepay?

Yes - we are the market's safest payment solution for private transactions and can be used across all deal sites and marketplaces.

14. I've got a new mobile number - what do I do?

Go to settings ⇒ phone number and enter your new mobile number.

15. How many accounts can I create?

As many private accounts as you want.

16. What happens if I do not approve the item?

If you do not approve the item within the 12-hour deadline from collection, it will be considered approved, and the trading amount will be paid to the seller.

17. I have been scammed by the seller - what do I do?

You must reject the condition of the item and state the reason, then contact customer support by phone.

18. The item is not as described - what do I do?

Reject the condition of the item and state the reason before the deadline and return the item to the seller.

19. How do I update my address when I have a confidential address?

Go to settings ⇒ Address ⇒ Add alternative address.

20. What do I do if I lose my phone?

Du kan spærre din Safepay konto via vores hjemmeside i menuen “Spær Konto” eller ved at kontakte vores kundesupport på telefon.

21. What do I do if I have transferred the wrong amount?

A transfer cannot be stopped or returned. We recommend contacting the seller to cancel the transaction and create a new one.

22. Who covers damages during transport?

Shipping is covered by our shipping and insurance partners.

23. My package is damaged - what do I do?

Call customer support.

24. Who pays for shipping when rejecting an item?

When the buyer rejects the item, they bear the shipping costs for the return shipment.

25. MitID isn't working?

It is most likely a problem with MitID. Please contact MitID.

26. I forgot my code - what do I do?

If you cannot log in with faceID or PIN code, you can create a new code with MyID by clicking "Forgot code?" on the login page.

27. Why do I need to provide my CPR number?

Da Safepay er omfattet af hvidvaskloven, kræves CPR-nummeret oplyst som del af vores KYC (kend din kunde)

28. Hvad sker der hvis jeg ikke afhenter varen som køber?

Hvis køber ikke afhenter varen inden pakken sendes retur, vil handelsbeløbet blive udbetalt til sælger.

FAQ – Escrow for business

Here you will find answers to the questions we most frequently receive.

1. Hvad er Safepay Escrow for Business?

Safepay Escrow for Business er en sikker betalingsløsning designet specifikt til business-to-business (B2B) transaktioner. Det giver en pålidelig platform, hvor købere og sælgere kan gennemføre handelsaftaler med tillid og sikkerhed.

2. Hvordan fungerer Safepay Escrow for Business?

Once a trade agreement is made, the buyer deposits funds into our secure Escrow account. These funds remain locked until all terms of the agreement are fulfilled. When the agreement is satisfactorily completed, the funds are released to the appropriate party.

3. Which deposit methods can be used?

All known deposit methods such as credit cards, bank transfers, and IBAN/SWIFT can be used to deposit funds into the SymblePay Escrow for Business account. Safepay Escrow for Buisness konto.

4. How are funds disbursed once they are released?

Safepay udbetaler hver bankdag til den konto der er angivet som konto til udbetaling.

5. Hvad er fordelene ved at bruge Safepay Escrow for Business?

Ved at bruge Safepay Escrow for Business får du adgang til en pålidelig og gennemsigtig betalingsplatform, der reducerer risikoen for svig og misforståelser. Vores dedikerede supportteam står klar til at hjælpe dig med eventuelle spørgsmål eller bekymringer under hele processen. 

6. Er Safepay Escrow for Business sikker?

Ja, sikkerheden er vores højeste prioritet. Safepay operer via licenser og er under tilsyn af Finanstilsynet. (FTID 22041). Vi sikre og beskytter dine transaktioner og oplysninger mod uautoriseret adgang eller misbrug.

7. Hvordan kommer jeg i gang med Safepay Escrow for Business?

Er du klar til at optimere din forretningsprocesser med tillid og sikkerhed? Kontakt vores team i dag for at høre mere om, hvordan Safepay Escrow for Business kan skræddersyes til dine behov. 

8. Hvordan kontakter jeg Safepay Escrow for Business teamet?

Du kan kontakte vores Business team ved at sende en e-mail til [email protected] eller ved at ringe på vores hovednummer 69 88 49 21. 