We're here to support you
Life can throw unexpected challenges your way. Whether it’s losing a job, dealing with illness, or going through a tough personal time, it’s okay to need a little help. If you're finding it hard to keep up with your Afterpay payments, please reach out. We’re here to listen and work with you on a plan that gives you some room space.
What is financial hardship?
Financial hardship can happen to anyone. It simply means you're having trouble keeping up with payment because your circumstances have changed — whether temporarily or longer term.
This could be due to things like:
- Job loss or reduced hours
- Injury or illness
- Family or domestic violence
- The death of a loved one
- Relationship breakdown
- A natural disaster
- Unexpected or urgent expenses
Whatever the reason, you’re not alone — and you don’t need to navigate this alone either.
How we can help
We have a dedicated team who understands that everyone’s situation is different. The best first step is to get in touch by completing our secure form or reaching out to us via Help in the app. If you would prefer to talk to someone over the phone, see how here.
Once we hear from you, we’ll work with you on a plan to help you get back on track. This might include:
- Adjusting your payment schedule
- Waiving late fees
- Setting up a payment plan
If we need time or more information to agree on the best way to support you, we will place your account on hold to minimise any late fee or payment impacts.
We’ll always do our best to find a fair and manageable solution for your circumstances.
What happens next?
We’ll work with you to confirm the hardship arrangement that best suits your situation.
Once your hardship arrangement is complete and you have paid all amounts you owe:
- Returning to Afterpay: If you feel financially ready, you can contact us to discuss using Afterpay again. We review each request individually, and while we can’t guarantee reinstatement or an immediate return to your previous spend limit, we’ll always consider your circumstances.
- Deactivate your account: if you want to take a break from Afterpay you can deactivate your account. You'll have access to your order history, but you won't be able to make new purchases.
- Closing your account: If you’d prefer to close your account, you can do this in the Afterpay app or web login by selecting “Close my account” under your profile. Find out more here.
A note on payment reversals
When you make a payment to Afterpay, (including early repayments and where you pay off your balance in full), we’re not able to reverse them. This is outlined in our General Terms, which notes that payments made on time are required, and early repayments are applied to your account and can’t be refunded.
We understand this can be frustrating. If you are experiencing financial difficulty, please contact us as soon as possible. You may also find it helpful to speak with one of the free, independent support services listed below.
Free support services
You don’t have to do it alone. These organisations offer free, confidential support:
- MoneyTalks a free financial helpline operated by the National Building Financial Capability Charitable Trust. Their Financial Mentors can provide you advice, or put you in touch with a local budgeting service who can help you get on top of your finances.
- Debtfix are providers of personal debt solutions to New Zealand. Free and confidential advice from debt management and insolvency experts.
Are you a financial counsellor?
You can contact us directly at [email protected] — we’ll respond via your preferred method.
What happens next?
We’ll work with you to determine the hardship arrangement we can offer you.
When you've completed your hardship arrangement and paid off all amounts that you owe us:
- If you feel financially ready and would like to return to using Afterpay, please get in touch with us so we can consider your request to use Afterpay again. We assess account access on a case-by-case basis and can’t guarantee reinstatement or an immediate return to the spend limit you had before entering the hardship arrangement.
- If you would like to close your account you can do so by going to your profile in the app or web login and tapping “close my account”.
Free support services
You don’t have to do it alone. These organisations offer free, confidential support:
- MoneyTalks a free financial helpline operated by the National Building Financial Capability Charitable Trust. Their Financial Mentors can provide you advice, or put you in touch with a local budgeting service who can help you get on top of your finances.
- Debtfix are providers of personal debt solutions to New Zealand. Free and confidential advice from debt management and insolvency experts.
Are you a financial counsellor?
You can contact us directly at [email protected] — we’ll respond via your preferred method.
