New retailers working with AfterPay and Xero might experience a small amount of downtime, but the most common reason your account is frozen is that you’re late with a payment.
When you miss an Afterpay payment – even if you haven’t realized it – your account is suspended; it’s one of several aspects of how Afterpay works that try to prevent users from getting into financial difficulties. If there isn’t a transaction that appears to be overdue, the easiest way to unfreeze your account is to contact customer services.
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Why Is My Afterpay Account Not Working?
There are a few potential reasons why your Afterpay app isn’t working, online or in-store. Scenarios in which Afterpay might lock an account include:
- Late payments;
- Changes in account information;
- Adding an invalid repayment credit card;
- Placing too many orders;
- Purchasing something outside of the Afterpay guidelines.
Frozen Afterpay accounts still accept repayments, but you can’t buy anything else until you’ve resolved the issue.
Missing a First Afterpay Payment
Afterpay will automatically freeze an account if the first payment isn’t made by the agreed date. The ‘buy now, pay later’ provider might also reject future transactions until all late fees and overdue balances have been settled.
Late Afterpay Payments
Late remittances usually result in an immediate account freeze, particularly if you’re new to Afterpay and don’t have a solid repayment history. Fees are charged depending on how late the settlement is and the value of the transactions.
Changes to Account Details
When you edit your Afterpay account, for example, by adding a new ID, uploading new credit or debit card information, or changing your address, Afterpay may pause your account while they’re verifying the update.
Queries Over Account Activity
You might find that your Afterpay account is frozen if there are transactions that catch the eye of the fraud detection team. Afterpay won’t lift the freeze until they’ve confirmed that all purchases recorded are genuine.
High Spending Activities
There are several limits on Afterpay, from overall account facilities to in-store pre-approval amounts and the volume of transactions you can have concurrently. If you appear to be spending excessively, Afterpay might freeze your account over concerns about responsible borrowing.
How to Unfreeze an Afterpay Account
The first step to unfreezing your account is to use the contact options on the Afterpay website and select ‘I need help to manage my account.’ You’ll get a series of instructions and options and will be able to enter the details in the message box to explain the issue and the transactions you’ve tried to use your Afterpay account for.
Customer service will assess the issue and decide whether they have sufficient information to unfreeze the account. They might also respond with further questions if there are other queries about your transactions or account activity.
Most Afterpay account suspensions remain until all overdue payments, plus late payments and capped penalties, are cleared. Users have a ten-day grace period in most cases but will have their accounts frozen from thereon if overdue remittances remain.
Logging into the Afterpay app and clearing past due installments with a manual payment should ensure everything is back up to date, and Afterpay can then unfreeze your account.
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How do I fix a frozen account t ?
Hi Tristin, thanks for stopping by. Usually, fixing the cause of the issue would help. If you believe you don’t fall into any of the account freezing reasons, please contact the Afterpay team directly to find out the root of the problem and fix it.
Hello ma’am my name is Florita Sanders and I’m trying to understand why my account is frozen. Because I don’t fall under the freezing rules I don’t have any past due unpaid accounts every order has been paid off. Whom do I need to contact to fix issue please inform.
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I need help with my after pay account. I had a payment that did not go thru. When I received an email about the return payment, I changed the credit card to a valid to a current debit card and payment went thru and my account is up to date. I tried to use after pay again and I denied. My available is showing $00.
Hi Keva, thanks for your comment. We’d recommend you to contact the Afterpay support team directly to figure out what causes the issue and how it can be fixed.
My account is frozen and I haven’t even made a purchase yet
It seems that the answer to your question will depend on many aspects that we aren’t privy to, that’s why it’s best to reach out to Afterpay support team directly to solve your matter.
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Hi. My account is frozen. I had to change phone numbers , when my phone broke. I have used this service for a long time and always pay on time or ahead. Why, am I frozen and how do I fix it??
Hi Sandra! To resolve the matter it’s best to contact Afterpay support team. Best of luck!
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So I have never been late on a payment, all of my payments are paid in full, I have no balance due. Not only is my account frozen for absolutely no reason, but they will not let me remove any of my credit cards, and they will not allow me to close my account. I have reached out several times and no one will respond. I feel like this is an invasion of my privacy and I feel like that they have my payment information to possibly make fraudulent charges to my account. I have not used them since 2020. What do I do?
Hi Deborah, we’re sorry to hear about your situation. If your account is frozen and you’re unable to get a response from their customer service, here are some steps you can take:
1) Document all your attempts to contact them.
2) Reach out via their social media channels for faster response.
3) Consider filing a complaint with the Better Business Bureau (BBB) or your local consumer protection agency.
We hope you’ll manage to resolve this matter quickly. Best of luck!