How To Contact Afterpay Australia, US, Canada (Legit Guide)

Did Afterpay Australia charge you more than the usual processing fees? Were you charged for late repayment when you kept to the repayment plan? Are you having issues with your Afterpay Australia account?

For any reason you want to learn how to contact Afterpay Australia, I got you covered in this guide. I will show you different ways you can reach out to the customer support team of Afterpay Australia for them to resolve the challenge you face.

You will also learn how to contact Afterpay in the US, UK, Canada, and New Zealand since this ‘buy now, pay later’ service is available in these countries. In addition, you will learn about common reasons Afterpay customers want to contact the support team. 

2 Different Methods To Contact Afterpay Australia 

Let’s look at the two methods you can use to contact Afterpay Australia, and their advantages and disadvantages.

Send A Mail

You can contact Afterpay Australia via mail. Keep in mind that this is different from email. Here, you write your complaint or inquiry on paper, package it as a document or letter, take it to the nearest post office in Australia, and get it stamped for it to be sent to Afterpay Australia. 

You can mail Afterpay Australia at:

GPO BOX 2269

Melbourne

VIC 3001

The advantage of this method is that you are sure complaints will get to Afterpay, as mails rarely get lost. 

However, there are many disadvantages. It costs you to send the mail, delivery is slow, and may take days for it to get to Afterpay Australia. In an event that Afterpay requires more clarification before they can assist, you have to wait for their mail to get to your box. You can see this process takes time and is frustrating, especially if you want the issue resolved quickly.

1. Submit A Complaint

Afterpay Australia has a form where you can submit your complaint and here is it. That’s another way of contacting the support team.

 On the page, complain about the challenges you face while using their products and services. 

You are to fill in the following:

Your email address: This must be the email address you used to sign up on Afterpay Australia. Ensure you enter it correctly, so they can pull your account easily.

Reason for complaint: There is a drop-down arrow from which you select the reason you are dissatisfied and want to contact Afterpay Australia. Choose the exact issue you face or one that’s related to it so that the support assistant that specializes in resolving such issues will attend to you. 

Date of birth: Enter your date of birth. This is for authentication purposes, so it must match with the one in your account. 

Address: Provide your Australian address. This is where you reside and not the address of your workplace. Again, it must match the address you gave when you signed up for Afterpay.

Country: As expected, choose Australia. On the drop-down arrow, you will see other countries like Canada, New Zealand, US, UK, etc. This is because Afterpay offers services in those countries and uses the same form to assist customers.

Description box: Here you describe the issues you face in detail for the support team to have a clear understanding and offer the best assistance. You can do these in 150 words or more. 

Merchant ID: It is your identity as a customer on Afterpay Australia, but it isn’t compulsory you provide it.

Attachment: You can add files like screenshots and photos as evidence of the challenge you face or to make a reference.

After filling in this form, verify that all the information you provided is correct. Click the green button to submit.

The advantage of using this method is that it costs you nothing, unlike mailing. However, the disadvantage is that it can take time for the support team to respond. Also, you start the process afresh if your internet connection fails in the process of submitting it.

Common Reasons Afterpay Customers In Australia Want To Contact The Support Team

There’s always a reason why you want to contact Afterpay. We will look at them in this section. The aim is to see how you can resolve issues that may lead to contacting Afterpay Australia.

1. You Can’t Log Into Your Account 

This is a common challenge customers face while using fintech services like Afterpay. In most cases, it is because you can’t remember your password or the exact ID you use to log in to your account. Before you think of contacting Afterpay, click on forget the password, so you can receive a link to reset your password. Also, you can automatically save your login details to your Google account. This means that you will automatically login to your account without entering your details once you visit the login page with the usual device.

2. You Were Overcharged For Processing Fees

Processing fee is one of the ways Afterpay makes money. Keep in mind, they fund you to make purchases and you pay later. So once you make a purchase, and it processes the payment, a processing fee is charged. Sometimes, the system can malfunction and over-charge you. Let’s say the processing fee for 100 AUD payment is 0.2 AUD and you were charged 5 AUD. It’s normal to complain and seek a refund.

3. To Make Inquiry 

For an Australian that wants to start using Afterpay, making an inquiry to learn how Afterpay work is necessary. Although you may have read a lot of content online about how Afterpay Australia works, you may want to hear from the horse’s mouth since money is involved. You may also want to know if late payment fees are okay with you. 

4. Difficulty In Closing Your Account 

You may decide not to use Afterpay Australia anymore and want to close your account, but can’t. You are left with no other option than to call on the support team to help you. 

Key Things To Know About Afterpay Support Services 

Let’s look at key things to keep in mind when contacting Afterpay for customer support.

It can take up to 21 days for your complaint to be resolved, irrespective of the channel through which it was made. 

Here is why it’s so.

While Afterpay Australia aims to resolve your complaint in one business day.  It may take 5 days if this is a complex one that requires more attention. A customer representative may provide an initial response within 10 days informing you of the steps being taken to solve the problem. And you may have to wait for more days to hear from them again. If after 21 days and the issue isn’t resolved, Afterpay will notify you again of the steps taken and why it is taking much longer to resolve it. 

The customer support team can assist you in different languages

Afterpay offers support in different languages, and we look at them below:

• English ( Canada) 
• English  ( Australia)
• English ( New Zealand)
• English ( United States)
• Français ( Canada)

So it’s up to you to contact them in any language that suits you best. On the homepage, scroll to the bottom. There is an option to select a language. Click the drop-down arrow and tick the language you want. 

What Happens When You Aren’t Satisfied With The Way Afterpay Australia Resolved Your Complaints?

You can take it up with them by proceeding to AFCA – Australian Financial Complaint Authority. AFCA is a government agency that specializes in resolving financial-related disputes in a fair and equitable manner in Australia. Before taking this step, Afterpay provides you with all the details of their investigation that made them not resolve the challenge you face. The aim is to make a copy of the details and submit it to AFCA. 

Here are the contact details of AFCA:

Website: www.afca.org.au

Email address: info@afca.org.au

Phone: 1800 931 678 (free call)

When writing to AFCA, address it to: 

Australian Financial Complaints Authority

GPO Box 3, Melbourne, VIC 3001

Another option is to contact the Code Compliance Committee in Australia if you think Afterpay has not met its obligations to you as a customer under the Buy Now Pay Later Code.

Email CCC Australia at CCC-BNPL@afia.asn.au 

Keep in mind that CCC will only respond when you have tried to resolve the issue with AFCA or Afterpay and didn’t succeed.

How To Contact Afterpay In US, UK, Canada, and New Zealand 

The process of contacting Afterpay in the US, UK, Canada, and New Zealand is the same as that of Australia, which I have shown you in detail above.

If you are using the mailing option to contact them, just go to the mailing office nearest to your country and send a mail to them using Afterpay mailing address:

GPO BOX 2269

Melbourne

VIC 3001

And if you are using the submit complaint form, the only difference is that you select your country and enter your phone number.

 

Afterpay Customer Service Number

Unfortunately, Afterpay doesn’t have a customer service number. So you can’t contact them via phone. However, they can contact you using the number you entered when you fill out the form to submit a complaint.

And this could be in rare cases when the customer support team urgently needs you to provide more details to help resolve the issues you face. 

Afterpay Customer Service Chat

If you are looking for ways to chat with the customer support team of Afterpay, I’m sorry to disappoint you before there is none. Afterpay as at the time of writing this article doesn’t offer support via live chat. 

Afterpay Phone Number USA

Afterpay doesn’t have a US number. I know you need one to probably reach out and make a complaint. You either mail them or use the submit complaint option, which many customers use.

Is Afterpay Only In Australia?

No, Afterpay isn’t only in Australia. It has services in Canada, the United States, the United Kingdom, and New Zealand. Some people think it is only in Australia because Nick Molnar and Anthony Esien, who are co-founders, started it in Australia. As a fintech company, it is open to expanding its services when necessary.

How Long Does It Take For Afterpay To Respond To Email?

Afterpay doesn’t offer support via email. Unless you mean mail. I already stated their mailing address above, and it can take up to 10 business days for them to respond to mail. Submitting your complaint via the form is the fastest way to reach the support team. The customer support team can respond in a business day. Keep in mind, it can take up to 21 days for Afterpay to resolve any challenge you face.

What Is Afterpay Phone Number In Australia?

Afterpay doesn’t offer support via phone; they don’t have a phone number for Australian customers. However, they can contact you via phone if need be through the phone number you entered when you submitted a complaint using the Submit Complaint Form.  

What Are Afterpay Customer Service Hours?

Afterpay is available to receive your complaint and help you resolve them every working day. There may be delays on international public holidays like Christmas, Easter, etc. 

Where Is The Head Office Of Afterpay?

Afterpay has its head office in Australia at:

376 Collins St, Melbourne, VIC 3000, Australia

In the United States, it is at:

760 Market St FL 2 San Francisco, CA, 94102-2402 United States

In Canada, it is at:

100 New Gower Street, Suite 1100, Cabot Place, P.O. Box 5038

St. John’s

A1C 6K3

NL

Canada

Final thought on how to contact Afterpay Australia 

As a customer that uses Afterpay Australia, I trust you now know the 2 different methods to contact Afterpay Australia. You either contact them via mail at:

GPO BOX 2269

Melbourne

VIC 3001

Or use the submit a complaint form. 

This complaint form also works for customers in the United Kingdom, the United States, Canada, and New Zealand. 

Just follow the process correctly to contact the customer support team at Afterpay, who are happy to assist you. 

If in the end you aren’t satisfied, as a customer in Australia, you can contact AFCA – Australian Financial Complaint Authority to mediate between you and Afterpay.