Frequently asked questions

Kivra is a digital mail service designed for receiving, managing, and archiving digital mail. When using Kivra, the paper version of your invoice or document is automatically replaced with an eco-friendly and secure digital mail.

Once you register with Kivra, invoices and documents from senders who would otherwise send paper or email documents are automatically delivered to your Kivra as digital mail. Users receive an email notification from Kivra when a new document arrives. Mobile app users also get a notification on their mobile device.

E-invoices do not automatically arrive to Kivra. If you want to centralize your e-invoices to arrive to Kivra instead, you can cancel your e-invoice agreement. After that, invoices from that sender will arrive as digital mail to Kivra.

In Kivra, you can also block individual senders from delivering digital mail to you (Settings — Sender companies). Once blocked, the sender will continue sending invoices/documents via paper mail.

The service automatically sends reminder messages when an invoice arrives, as the due date approaches, and if it passes.

When paying the invoice directly from Kivra, the invoice status updates automatically to paid. However, if you pay the invoice separately in your online bank, the payment information does not reach Kivra, and the service will continue to send reminders about the invoice.

If you have paid the invoice separately in your online bank, it is recommended that you mark the invoice as paid yourself in Kivra. This way, the service will no longer remind you about already paid invoices, and you will know which invoices have been paid and which have not.

How to mark an invoice as paid in Kivra:

• Log in to Kivra
• Open the invoice you have paid
• Select Mark as paid from the invoice view

This will move the invoice to the paid invoices section, and no more automatic reminders will be sent about it.

There can be several reasons why mail hasn’t arrived to Kivra:

• The mail sent to you may have been dispatched before you started using Kivra. The next mail will then arrive to Kivra.
• Mail is delivered to Kivra using multiple addressing details. Sometimes the sender’s mailing information does not exactly match the details in Kivra, which prevents the mail from being delivered to the service.
• Companies sending mail may have different procedures for delivery channels, and mail might be directed to another delivery channel before Kivra.

Please contact Kivra customer service to resolve the issue.

You can pay invoices directly in Kivra either immediately or by scheduling the payment for a date you choose.

If you want the invoice’s due date to be extended to a later time, you need to contact the invoice sender directly.

Unfortunately, Kivra customer service cannot assist with questions related to the content of the mail you receive. Kivra does not create or send invoices; it is a delivery channel through which various companies send mail. Payments made via Kivra go directly to the sender.

Please contact the sender of the invoice directly to resolve any issues.

In Kivra, you can pay received bills directly from your bank account using your online banking credentials. When paying a bill, you can choose whether to pay it immediately, on the due date, or on another date you select.

The first time you pay a bill in Kivra, you need to select the bank account from which the payment will be made. This process follows your bank’s interfaces. Because of this, it may sometimes feel like you need to confirm the payment twice during your first payment.

After setting your bank account, future payments only require a single confirmation with your online banking credentials, just like in your bank’s online service. Once the bill is paid, its status in Kivra changes to paid and it moves to the Paid bills section.

Neonomics is a Norwegian provider of account information and payment initiation services (“Payment Initiation Service Provider, PISP”). Neonomics holds the authorization required by the EU-wide PSD2 Payment Services Directive to offer payment services. Neonomics is supervised by the Financial Supervisory Authority.

What services does Neonomics offer to Kivra users?

Neonomics provides account information and payment initiation services (“Payment Initiation Service, PIS” and “Account Information Services, AIS”). In Kivra, this means that Neonomics enables Kivra users to make account-to-account payments (PIS) within the service. To carry out a payment initiation, an account information service (AIS) is used, which retrieves the source account number from the user’s selected bank with the user’s consent.

Using payment initiation services (PISP), Kivra users can pay invoices received in Kivra directly from their bank accounts via bank online services (“PIS transfer”) in accordance with the EU-wide PSD2 Payment Services Directive (Directive (EU) 2015/2366). The production of payment initiations complies with the EU PSD2 directive as well as national legislation: the Payment Services Act (Act 898/2017) and the Payment Institutions Act (Act 890/2017).

Further information can be found in Kivras general terms and conditions.