Need to contact Afterpay and make sure they reply?
Afterpay customer support overview
Afterpay’s customer service is 100% online, with no call centre or physical support locations. Support is delivered primarily through the Afterpay app and the Help Centre on their website. The fastest way to get help is by messaging through the app (available 24/7) or submitting a support form via the website. Despite being digital-only, Afterpay reports a 93% satisfaction rate on Trustpilot, and many users find the process simple, fast, and user-friendly. Whether you need a refund, help with payments, or just have a question, Afterpay’s app-centric system aims to resolve it quickly with minimal friction.
Common Afterpay customer issues and complaints
Many Afterpay users are happy, but some common pain points come up repeatedly:
- Refund Processing Delays: If a return isn’t confirmed by the retailer, Afterpay continues to charge scheduled payments, sometimes even adding late fees.
- Confusing Late Fees: Afterpay charges up to $68 in late fees for missed payments, and the timing can catch customers off guard if a refund is still pending.
- Slow Communication: Some customers feel left in the dark due to slow replies from support and the lack of a phone line. They describe “robotic” responses and long waits.
- Account Access Issues: Problems like forgotten passwords or unexpected account creation have caused friction, especially during identity verification processes.
- Perceived Lack of Empathy: When customers face delays or complications, some feel Afterpay’s support is rigid or unsympathetic, especially when chasing a refund or disputing charges.
How to contact Afterpay customer support
- Fastest Option – The App: Open the Afterpay app, tap Help, and send a secure message. You can also request a callback from support within the app.
- Web Contact Form: No app? Use this request form to submit your issue or complaint online.
- Help Centre: Visit help.afterpay.com for FAQs, contact forms, and troubleshooting guides.
- No Phone or Email: Afterpay doesn’t list a general customer service number or support email. Use only the app or official website for support.
- Support Hours: Available 24/7 (excluding Good Friday and Christmas Day). Callback requests are typically answered during regular business hours.
💡 Pro Tip: Always have your order number, payment proof, and timeline handy when submitting a request.
Afterpay key customer policies: refunds, returns, cancellations and more
- Refunds & Returns: You must return items to the retailer not Afterpay. Until the merchant confirms the return, Afterpay keeps charging your plan. Once confirmed, future payments are cancelled or adjusted automatically.
- Late Fees: Charges apply 7 days after a missed payment ($10) and again at 14 days ($7), capped at 25% of your order or $68, whichever is lower. Your account is paused until you pay off your balance.
- Account Closure: You can stop using Afterpay anytime by clearing your balance. Formal closure is only possible once all payments and fees are settled.
- Complaints Policy: Afterpay must acknowledge complaints within 1 business day, respond within 10, and resolve them in 21. Escalate unresolved issues to AFCA if needed.
- Financial Hardship: If you’re struggling, Afterpay’s Hardship Policy offers flexibility; like pausing payments or waiving fees. Apply via afterpay.com/en-AU/hardship.
Afterpay complaints submitted through Ajust
I’ve been locked out of my Afterpay account for weeks and can’t update my phone number or card. I tried everything and still can’t get in touch with anyone. The system just keeps looping. - Melvin
My account got frozen and I emailed support with everything they asked for, but no one ever followed up. I’ve been stuck for weeks with no access, and there’s still no way to talk to someone directly. - Michelle
I had unauthorized transactions on my account and was desperate to talk to someone. I kept getting told someone would call, but no one ever did. I’m a single mum and $150 lost is a lot-it feels like they just don’t care. - Charmaine
My bank shut down for a few days and Afterpay dropped my spending limit. I’ve been trying to speak to someone about it but can’t get through anywhere-no call, no email. It’s frustrating after being a loyal customer for years. - Braxtyn
Recent experiences with Afterpay customer service
Positive: Some customers call Afterpay “super convenient,” praising the app for being easy to use. One user had her refund applied within a day after the merchant confirmed it, thanks to clearly submitted documentation.
Frustrating: Others describe delays and “robotic” replies. A shopper waited two weeks for help with a missing order and had to complete every step manually, contacting the retailer, submitting tracking, and then following up with Afterpay.
Top Tip: Be persistent, polite, and detailed. Attach evidence. If the retailer doesn’t respond in 7 days, escalate the issue through the app.
Official Afterpay Customer Service Links & Contact Information
- Help Centre: help.afterpay.com/hc/en-AU
- Submit a Request (Support Form): help.afterpay.com/hc/en-AU/requests/new
- Refunds & Returns FAQ: help.afterpay.com/hc/en-us/sections/203372906
- Complaints Policy: afterpay.com/en-AU/complaints-policy
- AFCA (External Complaints): afca.org.au | 📧 [email protected] | ☎️ 1800 931 678
- Terms of Service: afterpay.com/en-AU/terms-of-service
- Hardship Help: afterpay.com/en-AU/hardship
- BNPL Code of Practice: www.afca.org.au/afterpay-bnpl-code
Afterpay Contact FAQs
How do I contact Afterpay customer service quickly and effectively?
The fastest way to contact Afterpay support is by sending a message through the Afterpay app. You can also submit a support form on their website. Since Afterpay doesn’t offer phone or email support, using the app ensures you get a 24/7 response option. To improve your chances of a fast resolution, include your order number, payment proof, and issue timeline when submitting your request.
Why is my Afterpay refund taking so long?
Afterpay only processes refunds after the retailer confirms the return. If the return hasn’t been approved, your payment plan continues and may trigger late fees. To avoid unnecessary charges, follow up directly with the retailer and submit proof through the app. If there's no response within 7 days, escalate your case through the Afterpay app or Help Centre.
What should I do if Afterpay charges late fees during a refund delay?
If you're charged late fees while waiting for a refund, contact Afterpay immediately through the app and submit evidence of the return. They may waive fees if you’re proactive and the delay is due to retailer inaction. Use Afterpay’s Hardship Policy if financial stress is involved-this may pause payments or remove fees.
Can Ajust help with Afterpay complaints and refunds?
Yes, Ajust helps consumers resolve issues like Afterpay refunds, late fees, and account problems faster. Instead of chasing the business yourself, Ajust submits, escalates, and tracks the case for you. If Afterpay’s system leaves you stuck, Ajust provides expert-backed support that skips the dead ends and gets real outcomes.
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