How to contact

Afterpay

 customer support fast

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.

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.
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• 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.

• 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.

• 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.