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At your customer service.

If you’re a business or individual who is using our payment services integrated with someone else – this is your go-to source for support.

What can we do for you?

Did a payment get stuck somewhere? Do you have questions about your refund, deposit or just the status of things? Reach out and we’ll get back to you as soon as we can.

Our usual reply time is less than an hour, but due to varying workload we might need up to 24 hours to respond. Just know that we’re on it.

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Please add proof of payment in form of a bank statement with full name and IBAN visible for identification.

FAQ

How to contact us?

You can contact us through the form or email support@zimpler.com

What is Zimpler? 

Zimpler is a payment service provider regulated by the Swedish Financial Supervisory Authority (Finansinspektionen). In essence, we offer an instant bank payment solution, facilitating quick transactions between people and businesses.

Important to mention: We don’t store any personal information that would allow us to enter your bank account.

How do I use Zimpler? 

Using Zimpler is a breeze. Look for it in the checkouts and cashiers that feature our services. Once you kick off the payment process on websites where we’re available, you’ll spot Zimpler alongside other payment options. Just select Zimpler and follow the instructions.

Rest assured, we always support the latest bank authentication methods to ensure your payments are always secure.

How do I exclude myself from using Zimpler’s payment services? 

Initiating Voluntary Self-Exclusion

If you wish to voluntarily exclude yourself from using Zimpler’s payment services, the process is simple and only requires written approval from you either by sending an email to ​​support@zimpler.com or by filling out the contact form. Kindly note that this exclusion will apply to all our services across various platforms.

To initiate the exclusion, please follow these steps:

  • Clearly state your intention to exclude yourself from Zimpler’s services by way of “I want to be blocked” or “I want to exclude myself from your services.”
  • Full name
  • Verification
    • Attach a screenshot of your bank statement, displaying your full name and bank account number.
  • Write the selected duration for which the self-exclusion will remain in force. You can choose one of the time periods from the options listed below. Please be aware that the self-exclusion cannot be lifted before the expiry of the time period chosen by you. If you choose an unlimited time period of until further notice, the self-exclusion cannot be lifted before 12 months post the entry into force.
    • 3 months
    • 6 months
    • Until further notice (12 months minimum)

Upon receiving your request, Zimpler will as soon as possible confirm your self-exclusion in writing. The self-exclusion will enter into force at the time of the confirmation.

Privacy and Consent

By submitting a self-exclusion request, you agree to the processing and storage of your personal information. Please review our Privacy Policy for more detailed information on our data processing.

Limitation of Liability

Zimpler shall be exempt from any and all actions, liabilities, proceedings, losses, claims, damages, costs, and expenses that you may suffer or incur in connection with or arising directly or indirectly from any act, default, or omission related to the self-exclusion, including but not limited to that you should gain access to Zimper’s services despite requesting self-exclusion and receiving confirmation from Zimpler thereof.

In case you have not received your payment.

There could be various reasons why your money has yet to arrive. The most common factor is the varying processing times between different banks.

While Zimpler transactions are typically instant, factors beyond our control, like processes during weekends and bank holidays, or your bank’s specific procedures, can affect the speed. If your funds haven’t reached you instantly, it usually takes an additional 1-3 business days.

If the payment is still not in your account within that time frame, we recommend reaching out to your bank directly for further assistance.

Experiencing a missing deposit? Here’s what to do:

If you’ve made a deposit but can’t spot it in your account on the website, the best bet is to reach out directly to the website in question.

Now, if you’ve been mistakenly debited for a deposit, no worries. You don’t have to do anything. Once we get those funds back, we’ll refund you, even if you don’t reach out to us. Typically, it takes 1-2 business days after the initial deposit for the funds to find their way back to you.

Still wrestling with payment issues? Send us a message using the contact form, attach a copy of your payment slip, and we’ll sort it out for you.

What’s the processing time for payouts?

Typically, transfers are instant, but a few factors like transactions over weekends or bank holidays, could influence the speed. Additionally, your bank might have its own timeline.

For more details on payouts, we recommend reaching out directly to the customer support of the website in question. If you have any other questions, feel free to get in touch with us.

How long does it take to process my deposit? 

When it comes to Zimpler, it’s as speedy as it gets – your deposit is instant.

How do I cancel an autogiro mandate? 

If you would like to cancel an autogiro mandate, please contact the customer support of the intended recipient. ‍If you can’t get in touch with them or are unsure who it is, we’re happy to help you. Please fill out the contact form to get in touch with our support.

How do I remove a scheduled charge? 

If you would like to cancel a scheduled charge, please contact the customer support of the intended recipient. ‍If you can’t get in touch with them or are unsure who it is, we’re happy to help you. Please fill out the contact form to get in touch with our support.

How do I contact customer support? 

For assistance, you can reach our support team through the contact form or by emailing us at support@zimpler.com.

We’re available to help and support you on weekdays from 08:00 to 20:00 and on weekends from 08:00 to 17:00. Our responses will be in English to ensure quick and reliable support.

If you prefer a translation of our response, please just let us know!

How do I share important feedback or file a complaint?

If you’re not satisfied with Zimpler’s product or services and wish to file a complaint, please use our contact form to get in touch. When submitting your complaint, we kindly ask you to provide a detailed description of the issue along with any relevant attachments or references that can assist us in understanding what’s gone wrong. Additionally, please include either a bank statement displaying your full name or a photo of yourself alongside a valid ID.

You will get a confirmation email within 1 business day when we receive your complaint. Our goal is to provide you with a final response to your complaint within 14 calendar days.

I accidentally transferred funds to Zimpler instead of the intended recipient. What should I do?

No worries. If you’ve made a direct payment to Zimpler instead of a designated service, just contact us using the provided form to request a refund.

Please ensure to include a proof of payment containing your full name, transaction amount, date of transaction, and the reference number. This information is crucial for us to verify your details and process the return of your funds.

How can I get my transaction history?

To request your transaction history, simply reach out to our support team through the contact form.

When making your request, please provide specific dates and indicate the bank account for which you need the information. We will get back to you as soon as we can.

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