Frequently asked questions from debtor
Here you will find our most frequently asked questions for you who have a debt collection case.
Log in to My Axactor!
Pay your debt, create payment plans or chat with us.Go to payment
How can I access My Axactor?
To access your personal account on My Axactor, you need to log in with your BankID or by the reference given in the letter you received from us.
If you represent a company, please log in with the reference given in the letter you received from us.
Can I modify my personal data?
I am trying to log in, but I can´t get access
Are my personal data protected?
Yes, your data is protected. You can only log in with your personal Bank ID or with login details stated in your personal letter. Note that passwords are only valid for 21 days from the date of the letter.
How can I get insight regarding GDPR?
Axactor Norway AS/Personombud
Postal address: PO Box 673 Strømsø,
How do you process my personal data?
Inquiries regarding privacy and your rights can be sent by e-mail to email@example.com
I want to pay – How do I do it?
When paying a claim, it is important that you enter the correct information. This is to ensure that the payment is taken against the correct case in our systems. Please log in to My Axactor to see case details and make the payment. You can pay for a case or payment plan installments. If you don´t want to log in you can pay by QuickPay! or your online bank.
I don´t have BankID
You can make the payment in your online bank using the account and KID numbers provided in the letter from us. You can also use QuickPay! on our website to make the payment. You don´t need to log in to use QuickPay!, but you must have access to the reference number provided in the letter you received. If you have any questions, please contact us firstname.lastname@example.org or 32 75 50 00.
I can´t pay the entire claim now
No problem, we can help you set up a payment plan tailored to your finances. You can request for a payment plan when you are logged in to My Axactor. If the agreement must be approved by us, you will be notified.
Do I need to inform you that I´ve made a payment?
No, it´s not necessary. As soon as we receive your payment, we will close the case. You can see the status of your case on My Axactor.
Please note that it may take 1-3 business days for the payment to be registered in our systems. Payment is not considered completed until it is registered in our systems. Therefore, it may take some time for your payment to appear. It is therefore advisable to pay well in advance so that the payment is registered within due date.
If you paid the original invoice after the invoice went to debt collection, you still have to pay the costs. You can view your entire outstanding amount on My Axactor.
I can´t pay right now
Contact us at email@example.com or 32 75 50 00 as soon as you can and we can discuss a solution to prevent your cases from proceeding in legal proceedings, which will incur additional costs for your case. In many cases we can look at deferral or installment plans with monthly payments.
What happens if I don´t pay?
If you don´t pay or do not contact us within the due date of your invoice, the collection process will continue. This can result in legal action, for example, the bailiff. We ask that you think about the consequences of not paying and that the costs will increase if you do not pay your claims. This can also result in a payment remark. Please contact us at firstname.lastname@example.org or 32 75 50 00 if you have any questions.
I paid an invoice before I received your letter. Do I have to pay the collection costs?
If you have paid the claim on the date the payment request is dated or the case is registered in our systems, you are obliged to pay the costs.
I have made a payment, but it does not appear in the system
It may take up to 72 hours for your payment to be registered in our systems. If it has been more than 72 hours and your payment is still not registered, you can send an e-mail to email@example.com or 32 75 50 00 and attach a receipt on the payment. We will then be able to identify your payment.
I have already paid, but still received a letter from you. What should I do?
Send us your receipt for the payment and we will check this with our systems. Please note that it can take up to 1-3 business day until the payment is registered with us.
Can I defer a payment?
Can I change the dates of my personal payment plan?
I have an active payment plan. Can I pay the outstanding in total?
Can I suggest my custom payment plan?
Yes, you can suggest your own payment plan if you log in to My Axactor. Payment plan has maximum 4 installments.
I have created a payment plan. When can I make the first payment?
You can pay the installment immediately and up to 14 days after the agreement was signed.
What are the rules for calculating payment plan installments?
There are different rules for payment plans. Submit your proposal and we will help you. In general, My Axactor initially calculates the installment amount based on 4 installments and you can change the suggested amount, increase only.
I can´t make a payment plan
What is the consequence if I don´t follow the payment plan?
If you break a payment plan, the collection process will continue. Legal actions may be taken, and additional costs may be added to your case. You also risk getting a payment remark.
What kind of letter have I received?
Some companies send reminders if you haven`t paid your invoice within the due date. It is not statutory to send reminders, and you cannot expect or demand to receive one before debt collection notice is sent. In some cases, we send reminder on behalf of our customer.
Debt collection notice
The law requires that a debt collection notice is sent to you before the claim becomes a debt collection case. Sometimes we send the debt collection notice on behalf of our customers. The debt collection notice has a due date of at least 14 days. If the claim is not paid within the due date, the claim will become a debt collection case.
When a claim has become a debt collection case, a payment request will be sent you. This has a due date of 14 days to either pay or let us know if you have an objection about the claim. If we haven`t heard from you, the case may become subject to legal enforcement.
Notice of legal enforcement
A notice of legal enforcement will be sent in cases where the claim is sent directly to the Bailiff. The due date of this notice is 14 days.
Why did I receive a letter from you?
If you received a letter from us, it is because you have not paid an invoice or a loan to a company that has handed over the collection process to Axactor.
I have received a letter from you via Digipost
Axactor is linked to the public digital email box Digipost. If you have agreed to receive information via Digipost, you will receive our letters via this service. You will be notified either via your email or push notification on your mobile if you have downloaded the Digipost App.
How do I find information about my case?
You can log in to My Axactor. There you will see a detailed overview and status of your case. In the portal you can easily pay or contact us if you have any questions.
How do I know that my case is closed?
It usually takes 1-3 business days for the payment to be registered here with us. If you have paid the entire claim by the due date stated in the letter you received from us, the case will be terminated as soon as the payment is received. You can also log in to My Axactor to see status of all your cases. Closed/paid cases are displayed in the Case History section.
What happens if I get a notice that my case has been sent to conciliation board?
The court of conciliation will send you a letter with information on what happens further, ask you to consider the claim and answer the request. If you don`t answer the letter from the court of conciliation you will receive a judgement in your absence. If you want mediation you can ask for this, and then the conciliation board will summon a meeting. If you receive a judgement and still don`t pay, there will be registered a payment remark. In addition, the case may be sent for legal enforcement.
I have received a debt letter that is not correct. What do I do?
I´ve received a letter that is not mine
If you receive a letter that is not sent in your name, please return to sender and write on the envelope that the letter was misplaced. You should also contact us at firstname.lastname@example.org or 32 75 50 00 and we will help you.
The letter from you contains information about me that is incorrect
If you believe we have information about you that is incorrect, please contact us and request change or deletion of information. Please contact our customer service at email@example.com or 32 75 50 00 and we will help you.
What can I do if I have objections to the claim?
It is important that you take action, even though you do not agree with the claim. Contact us at firstname.lastname@example.org or 32 75 50 00 as soon as you can and give us an explanation of why you disagree. The information we receive from you will be distributed to our client and the process of debt collection will be paused. If the dispute cannot be resolved, the claim will be sent to the conciliation board.