We’re here to help! Here are a few general troubleshooting tips:
- First, make sure that the store you are trying to purchase from is available with Afterpay by visiting the In-Store section of the Shop tab in the Afterpay app and confirming the location appears on the map.
- Then, ensure that mobile data is switched on for the Afterpay app (find this in phone settings for Afterpay, NOT data settings).
- Next, remember to activate the Afterpay Card from the Card tab of the Afterpay app with every new purchase.
- You must ensure that there are sufficient funds on your card. Generally, we look to see that you have the first instalment amount available.
- It may help to reduce your purchase total. Make sure your purchase amount does not exceed the amount you’ve been pre-approved to spend.
Please note
Our indicative pre-approval does not guarantee approval at the time of purchase.
If you’re an existing Afterpay shopper:
- Your outstanding payments may affect your ability to make another purchase
- The number of purchases you currently have 'open' with us could affect your ability to make another purchase
- Previous late payments—even those made before a late fee is charged—will reduce your spending limits on future purchases, both in store and online.
If you’re a new Afterpay shopper:
- We start new shoppers with a lower spending limit that typically increases over time with more purchases and good payment history.
If you received an error message, here are additional details that may help you troubleshoot:
|
Error Message |
Description |
|
Your order didn’t go through Tap to authorize the Afterpay Card in the app and try again. |
Remember to activate the Afterpay Card from the Card tab of the Afterpay app with every new purchase. |
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Afterpay Card not accepted at this store Tap to find participating stores. |
The Afterpay Card is currently available in select locations with select retailers. Explore the In-Store section of the app to see which retailers accept the Afterpay Card near you! |
|
Insufficient Funds Your payment method has insufficient funds. Tap to update it and try again. |
We typically check your card to see that you have enough available for your first instalment. Please ensure the card associated with the Afterpay card has funds available for the first instalment. |
|
Your order didn’t go through It exceeds your pre-approved spend amount of $X. |
Please make sure your purchase amount does not exceed the amount you are pre-approved to spend. Also note that pre-approval does not guarantee approval at the time of purchase. |
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Your order didn’t go through Afterpay Card purchases at this store must be under $X. |
Please make sure your purchase amount is lower than the retailer’s maximum purchase value. If you’re unsure of the maximum, ask a store associate. |
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Your order didn’t go through Afterpay Card purchases at this store must be over $X. |
Please make sure your purchase amount is higher than the retailer’s minimum purchase value. If you’re unsure of the minimum, ask a store associate. |
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Something’s wrong Your order didn’t go through. Tap to try again, or contact us for assistance. |
Customers typically see this message when there is a concern with the status of their account. Please reach out to our Customer Service team to learn more. |
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You have one or more payments overdue. Make a payment in the Orders tab to continue. Go to orders. |
Afterpay will not allow you to make a new purchase while you have a late payment pending in your account. Please pay off the late payment to proceed with your in-store purchase. |
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You have too many open orders. Pay one off in the Orders tab to make a new purchase. Go to orders. |
Afterpay will not allow you to make a new purchase while you have too many open orders in your account. Please pay off an order to proceed with your in-store purchase. |