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.
- Next, remember to activate the Afterpay Card from the Card tab of the Afterpay app with every new purchase. You will not be able to use the Afterpay Card directly from your Apple Wallet or Google Wallet.
- You must ensure that there are sufficient funds on your card. Generally, we look to see that you have the first installment 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:
|
Message |
Description |
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We’re unable to offer you the Afterpay Card at this time To learn more, visit our Help Center |
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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Your default card has insufficient funds Change or add a new payment method in the Card tab |
We typically check your card to see that you have enough available for your first installment. Please ensure the card associated with the Afterpay card has funds available for the first installment. |
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This retailer is not supported yet The Afterpay Card is not yet available with this retailer |
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! |
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One or more of your payments is past-due Visit your Orders tab to pay now and continue shopping! |
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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Your purchase amount is too high Reduce your purchase amount |
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 purchase amount is too low Your purchase amount must be over $35 to use Afterpay at this retailer |
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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The Afterpay Card couldn’t be added to your digital wallet Visit our FAQ for more information about Afterpay Card eligibility. |
See above for specific approval criteria for new Afterpay in-store shoppers. |
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Something went wrong |
Please accept Afterpay’s terms and reactivate the Afterpay Card and try again. |
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I need to put a PIN in the terminal to complete the purchase help! |
We do not require a PIN for our digital card, if you get this message cancel the transaction and start over. USA customers must choose credit on the terminal if you are given an option. |
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My card was in the digital wallet but now has disappeared |
May happen when:
You will need to get in touch with us so that we can 'terminate' the card and you can add a new one |