We check customers using specific payment methods (e.g. the SEPA direct debit mandate) or services (e.g. the hire service) as a matter of course. We check both for correctness of the data provided and for creditworthiness. This is why it is important that the correct personal data be provided during the registration process..
We are required to check both for correctness of the data provided and for creditworthiness. Should the data you provided be incorrect, you can contact us using the form below.
Preferably, the data should be corrected directly in the customer portal or by contacting the respective mobility provider’s customer service. We could also have a creditworthiness check done and, if applicable, activate your account. For this, please submit the contact form with your data (name and surname, date of birth and address).
Our internal guidelines for the prevention of payment defaults specify that we may have to refrain from activating payment methods that are subject to risk, such as the SEPA direct debit mandate. In this case, please select another payment method.
We have not charged your credit card; we have only made a pre-authorisation of €1. The card’s validity is checked for security reasons. The data you provide is sent to your credit institution and an amount of €1 is allocated. This allocation is usually reversed automatically within two weeks. The €1 is not charged.
Please get in touch with us using the contact form, providing the following information so that we can look into the matter as soon as possible: the debit amount and date, as well as information on the means of payment used (the IBAN, first six and last four digits of the credit card number, and/or email address).
If the tickets were purchased with a credit card, PayPal, Sofort, Apple Pay, Google Pay or Amazon Pay, the associated account is generally debited immediately. In the case of a SEPA direct debit mandate, the account will be debited immediately on the next working day. Note: If a number of tickets were purchased on a single day or over the weekend, the total amount will be debited.
In the case of a credit card or SEPA direct debit, your bicycle hire amount will be debited on the next working day. Note: If a number of transactions were made on a single day or over the weekend, the total amount will be debited.
If the credit is topped up using giropay, it is available immediately. In the case of an independent bank transfer, this will take a maximum of five working days. We provide our account number and the required payment details by email once ‘prepaid’ has been selected as the payment method.
We could not debit the due amount as required. This could be due to insufficient funds, a change of bank account, an objection, etc.
In this case, it is essential to check the payment details in the customer portal of the respective mobility provider. You are welcome to get in touch with us after updating the payment details or if you have any further questions.
A due amount could not be debited as required. Your customer account has been disabled due to the missed payment. It will be re-enabled once the outstanding amount has been settled.
Your account will be enabled once the outstanding amount has been settled. Note: Enabling the SEPA direct debit payment method may take up to eight days due to longer cooling-off periods.
We will send you a reminder once you have been in default of payment for three days. The payment reminder includes the payment details, our account details and the current outstanding amount. The outstanding amount should be transferred as soon as possible. Alternatively, a renewed attempt to debit your account should be requested.
In our correspondence, we specify by when the payment is due and notify of a renewed attempt to debit your account. If we do not receive payment (which is posted to the customer account) by the specified date, we will request a renewed attempt to debit your account and the amount will be deducted using the applicable payment method within the next few working days. If a renewed attempt to debit your account using the applicable payment method is made when you have already issued payment, please contact our customer service to arrange a refund.
Note: This does not apply to final reminders and third-party payment methods such as PayPal.
If your address has changed, please contact your mobility provider. You can either change it directly in the customer account or ask the mobility provider’s customer service to change it for you. Regrettably, we cannot change your address ourselves.
You can update your payment details in the relevant mobility provider’s customer portal or app. Regrettably, we cannot change these details ourselves.
Please note that you can only change your payment method in your mobility provider’s customer account. Since the respective apps and portals are all designed differently, we can only describe a generic procedure, which may differ in the individual cases.
1. Open the settings or your profile
2. Select ‘Payment method’ from the menu
3. Select the new payment method
4. Enter the requested details
5. Once the new payment method has been saved, you can delete the old one
Regrettably, we are unable to change payment details, so please refrain from sending a notification through the account switch service. Changes to the payment details can only be made by the customer in the relevant mobility provider’s customer portal or app.
Regrettably, a technical limitation currently prevents changing the email address. Please bear with us while we work on a solution. The only way you can use a different email address is by creating a new account or registering anew with the mobility provider.
Since we are merely a financial service provider and not the relevant service provider, we are unable to issue any receipts or invoices for bookings and purchases. You should contact the mobility provider about this. Alternatively, you can log in to the customer portal or app, view your purchase history and print any receipts, if applicable.
We need to collect your personal data in order to provide our services. We handle your data confidentially and comply with all legal provisions. For details, please refer to our data protection notification, which can be viewed at https://www.logpay.de/datenschutz.html.
If you would like to request deletion of your data, please contact the respective mobility provider (e.g. transport company or transport association). The mobility provider will then request that we delete your data.
The 3D Secure procedure is designed to ensure that the real and legitimate credit card holder makes the online payment. The Revised Payment Services Directive (PSD2) has made strong customer authentication (SCA) mandatory in an attempt to improve the security of online credit card transactions. This will result in a few changes with regard to the use of credit cards in online shops and apps, including a single mandatory 3D Secure check for the first purchase of a ticket using the credit card as a payment method. Due to differing specifications among payment service providers that issue cards, a renewed check for future purchases cannot be ruled out, but should rarely occur.
The payment service provider issuing the card enables and sets up 3D Secure on your card. Please check whether you can enable this yourself through your online banking service or contact the customer service of the payment service provider issuing the card (your bank).
3D Secure is designed to increase the security of online credit card payments and reduce credit card fraud. This requires two-factor authentication to ensure that the card user is also the cardholder.
Two factors that are known only to the cardholder are queried. These could be from any of the following types of factor: knowledge (e.g. a password or PIN), inherent (e.g. biometric data) and possession (e.g. a terminal device).
Two-factor authentication improves the security of online payments by means of two independent security features. The factors used may vary according to the payment service provider, which is why you should contact your payment service provider (the institution issuing the card) if you have any related questions. Online banking customers are already familiar with a similar procedure when they provide their login details and the supplied TAN for each transaction.
The procedure depends on the payment service provider that issued the card, so the user interface, functionality and, in some cases, the PIN request are different.
Each card issuer has a different name for their procedure. Visa’s procedure is called Verified by Visa, that of Mastercard is SecureCode and that of American Express is SafeKey.
So far, LOGPAY has only used the 3D Secure procedure to authenticate the user during the registration process. Due to the implementation of PSD2, the payment service provider that issued your card is obliged to perform this authentication for every transaction. Whether it actually requires the provision of a PIN and TAN depends entirely on the payment service provider that issued the customer’s card.
With some payment service providers, you can manage your credit card in the app and configure its use to suit your needs. To be able to purchase tickets, online payment must be enabled in the app.
If you cancel or close the command prompt (window) before entering the required data, your transaction on the merchant’s website will be cancelled. Should this be the case, your ticket will not be issued and your credit card will not be charged.
Some payment service providers block 3D Secure transactions if you enter an incorrect code. Please speak to your payment service provider to see whether such transactions can be unblocked automatically.
Initially, 3D Secure authentication is used to check whether you are the cardholder. The subsequent actual debiting of the card may still be rejected by the payment service provider that issued your card. In this case, please contact your payment service provider to find out why.
Information about 3D Secure is generally available on the website of the payment service provider that issued your card as well as on www.kartensicherheit.de, a collaborative project between German banks and savings banks.
If you have any questions about credit cards or setting up your credit card as your payment method, you can email us at email@example.com and provide the following details: the name of the online shop or app, your registered email address, your full name, a screenshot of the error message and a brief description of the error. We will be happy to follow up on your request and get in touch with you as soon as possible.
Please open a dispute for the respective PayPal transaction. This is a mandatory policy at PayPal. Once PayPal informs us of the dispute, we can look into the matter.
LOGPAY Financial Services GmbH is the financial services provider for many mobility providers (such as transport companies) throughout Germany. The debited amount is a transaction posted by our contractual partner. If, despite the above information, you are still unable to allocate the debited amount, please open a dispute with PayPal from your PayPal account.
Mon. to Fri., 08:00 to 18:00
Written requests only (E-Mail)