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Payflex Shopper Faq’s

What is Payflex?

Payflex offers the first truly free payment plan in South Africa. Check out with Payflex and choose to pay for your order in either 4 interest-free payments over 6 weeks (25% paid upfront) OR 3 interest-free payments over 3 paydays (33,33% paid upfront). Your goods are shipped immediately, and you incur no additional cost (zero fees, zero interest*).

Payflex is not a credit provider. Payflex provides interest and charge-free payment plans for low-value amounts over 6 weeks or over 3 paydays. This is commonly referred to in the industry as BNPL (Buy Now Pay Later) services. If one does not meet the required instalment dates, penalties are incurred, but not in the form of interest.

* Default fees apply if you miss a payment.

How do I deactivate my account?

We regret to see you leave. Before you proceed with account deactivation, please note that you can maintain your account open without any ongoing fees or charges if there are no outstanding balances.
To deactivate your account, kindly settle all outstanding instalments and applicable fees first.

Click request account deactivation Via the customer portal or Payflex app to send us an email from your account you used to register on Payflex

How easy is it to apply for a Payflex account?

It’s super easy! We pride ourselves on simplicity and making payments hassle-free. To apply for your Payflex account, simply select Payflex as your payment method at checkout, provide your ID number, and we’ll assess you in seconds. No documentation required, but there are qualifying criteria that includes having a good credit rating and credit history. It’s that simple.

Is it safe to use Payflex?

Absolutely. Payflex is an established payments company that is part of FeverTree Finance, a South African private equity firm. All payments are processed through state-of-the-art, PCI-compliant payment systems that ensure the security of your payments

Are there really no extra fees or interest rates?

That’s right, and we’ll shout it from the rooftops! THERE REALLY ARE NO INTEREST OR EXTRA FEES. Simply put, we’re not like your traditional finance companies. We believe in giving you the choice to get it now and pay later! Pay your scheduled payments on time and you’ll pay the original price your item was advertised for. It does sound too good to be true, doesn’t it? Well, it’s not. There’s only one time you would ever pay more…and that’s if you miss a scheduled payment.

 For Pay In 4 Payment Plans:
Total penalty default fees charged shall be capped at R255.00 (including VAT), or 50% of the Purchase Price (including VAT).
Penalties are calculated as follows:
A R85.00 fee is charged the day after you default. Further default fees apply for every week that the unpaid amount remains outstanding. So, another R85.00 fee is charged on day 7 and day 14 of the default period. Default fees for late payment are capped at R255.00. Please see Section 8 of the terms and conditions on our website for more information.
For Pay in 3 Payment Plans:
Total penalty default fees charged shall be capped at R375 (including VAT).

Penalties are calculated as follows:
A R125.00 fee is charged the day after you default. Further default fees apply for every week that the unpaid amount remains outstanding. So, another R125.00 fee is charged on day 7 and day 14 of the default period. Default fees for late payment are capped at R375.00.

What do I need to make my first purchase using Payflex?

If it’s your first ever time using Payflex, welcome! We’ll just need to iron out some small details (you know, the usual: name, mobile number, email address, and South African ID number) then we’ll do a quick automatic credit and ID assessment to check that you are who you say you are and all that! Our system does this instantly and, if all is good and you agree to the payment schedule, you can make your first payment with any debit, credit, or cheque card. We accept all Mastercard, American Express and Visa cards.

Am I eligible to shop using Payflex?

That depends on you. Are you over the age of 18? Do you have a South African-issued Visa or Mastercard debit, cheque, or credit card? Do you live in sunny South Africa, have a South African ID number and have a good credit history (which our automated system will review when you sign up)? Then you should be good to go!

What’s my spending limit?

Obviously, we want you to spend as much as you want to, but someone has to be the grown-up. Your spending limit is based on a few factors, but basically, it comes down to your payment behaviour. We’re in this together, so if we see you’ve got our back and keep a good repayment history with Payflex, then we’ll happily increase your spending limit. So, in a nutshell, keep up with your payments. Keeping your score healthy is a two-way street, so if you miss or default on your Payflex payments, we may decrease your spending limit. So make sure you pay on time. You can check your spending limit in the Payflex Customer portal here.

 

The best way to check your current spending limit is to download the latest version of the Payflex App on the Apple App Store,  Google Play or Huawei AppGallery and pay that way. The limit is shown on the top left corner of the App once you have logged in.

How many orders can I place at the same time?
You can go multiple-order crazy with Payflex within your spending limit, as long as your Payflex account is in good standing.
Where can I pay using Payflex?
Ah, here’s the fun part! We’ve got thousands of online and in-store merchants all over South Africa. Check out our Store Directory and In-store Directory on the Payflex website and app and browse our fantastic merchants. If your favourite merchant doesn’t have Payflex yet, pop us an email at support@payflex.co.za  and we will try and contact the merchant to offer Payflex as an additional payment option. However, it is the merchant’s choice to add Payflex to their checkout as a payment option as they pay to include the service.
What’s the maximum I can spend with Payflex?
This depends on your individual Payflex assessment. If you purchase regularly using Payflex and always make your repayments on time, then you’ll be in our good books and we may increase your spending limit over time.
Are my payment details safe with Paylex?
We’d never put you at risk! Our website is SSL-secure and we don’t store your card details. All payments are handled by a secure, PCI-compliant, South African-based payment gateway. You can rest assured knowing that we deal with your information per our privacy policy and POPIA requirements.
Why wasn’t my application accepted?
To take advantage of flexing the way you pay, you’ll need to meet our minimum requirements. If you weren’t approved for a flexible payment plan, then you may have a poor credit history or no history at all. After all, we are giving you access to a free spending plan – so our system will need to assess several factors to work out your spending limit. Unfortunately, if you don’t meet them, you will be declined. We’re not trying to be mean, we’re just doing the responsible thing. We truly have your best interests at heart, and we have to ensure that our customers are all geared up to make payments on time. If you think we’ve made a mistake, contact us at customer support support@payflex.co.za.
My card is lost/expired. Can I change the card that I use to make payments?

Oh dear, that’s annoying! Don’t stress, you can change your card details by logging into your Payflex account.

 

Please note: to register a new bank card on Payflex, you will have to pay the next instalment or the total outstanding amount of your order in full using the new bank card.

Important: Don’t forget to cancel your lost or stolen card, though! We don’t want anyone else flexing their Payflex muscles using your card.

Follow these steps to change your card details on Payflex:

First, you will need to log in to our Customer Portal  

Once you’re logged into the customer portal, follow these steps:

  1. Select the View Order button for the order that you wish to add the new card to.
  2. Click on the Make Payment button at the bottom of the screen. 
  3. Choose your payment amount – either Pay Next Installment or Total Amount Outstanding – then click Make Payment. 
  4. Now, instead of paying with your existing card, select Add new card details. 
  5. Once you’ve selected Add new card details, a new screen will appear. Follow the steps to capture your new card details. 
  6. Once you’re finished, select Pay now and your payment will be processed on the new card. 

You can make this card your default card for all future payments on both existing payment plans and new purchases.

My card is lost/expired. Can I change the card that I use to make payments?

Oh dear, that’s annoying! Don’t stress, you can change your card details by logging into your Payflex account.

 

Please note: to register a new bank card on Payflex, you will have to pay the next instalment or the total outstanding amount of your order in full using the new bank card.

Important: Don’t forget to cancel your lost or stolen card, though! We don’t want anyone else flexing their Payflex muscles using your card.

Follow these steps to change your card details on Payflex:

First, you will need to log in to our Customer Portal  

Once you’re logged into the customer portal, follow these steps:

  1. Select the View Order button for the order that you wish to add the new card to.
  2. Click on the Make Payment button at the bottom of the screen. 
  3. Choose your payment amount – either Pay Next Installment or Total Amount Outstanding – then click Make Payment. 
  4. Now, instead of paying with your existing card, select Add new card details. 
  5. Once you’ve selected Add new card details, a new screen will appear. Follow the steps to capture your new card details. 
  6. Once you’re finished, select Pay now and your payment will be processed on the new card. 

You can make this card your default card for all future payments on both existing payment plans and new purchases.

How do I pay the next instalment before the due date, or pay my outstanding balance in full?

Log in to our Customer Portal and follow these steps: 

  1. Select the View Order button for the order you wish to pay: 
  2. Click on the Make Payment button at the bottom of the screen.
  3. Choose your payment amount – i.e., Pay Next Instalment or Total Amount Outstanding – then click Make Payment.
There’s a problem with my purchase/delivery, can you guys help?
While we’d love to help, Payflex unfortunately has no control over the goods you’ve bought or their delivery. So, if there’s an issue, you’ll need to take it up with the merchant, and any subsequent processes are subject to their terms and conditions.
I haven’t received my order yet - what’s going on?

First things first: you will need to contact the merchant. They are wholly responsible for the delivery of your product.

If you cannot get ahold of the merchant, send us an email at support@payflex.co.za with your order number and we will try to contact the merchant to check the status of your order. We will let you know as soon as we have heard back from them.

What cards does Payflex accept?
You can use any Visa, Mastercard or Amex card (debit, credit, or cheque) to make a Payflex payment. It’s seriously simple.
How do your default fees work?

Ah, those dreaded default fees – which you’ll never have to pay, by the way, if you make all your scheduled payments on time. If you don’t make your payments on time, we won’t be mad at you. However, we will have to add a default fee of R85.00 (incl. VAT) to your account to cover our costs. A further R85.00 (incl. VAT) will be charged for every week that the payment remains unpaid for up to three (3) fee payments. Our default fees are capped at a total of R255.00 (incl. VAT). But, we strongly encourage you to get your payments up-to-date before you get to this point because, at this stage, your details may be passed onto a credit bureau (which could negatively impact your credit score).

 

For Pay In 4 Payment Plans:
Total penalty default fees charged shall be capped at R255.00 (including VAT), or 50% of the Purchase Price (including VAT).
Penalties are calculated as follows:
A R85.00 fee is charged the day after you default. Further default fees apply for every week that the unpaid amount remains outstanding. So, another R85.00 fee is charged on day 7 and day 14 of the default period. Default fees for late payment are capped at R255.00.
For Pay in 3 Payment Plans:
Total penalty default fees charged shall be capped at R375 (including VAT).

Penalties are calculated as follows:
A R125.00 fee is charged the day after you default. Further default fees apply for every week that the unpaid amount remains outstanding. So, another R125.00 fee is charged on day 7 and day 14 of the default period. Default fees for late payment are capped at R375.00.

Please see Section 8 of the terms and conditions on our website for more information.

When do payments come out of my bank account?
Generally, we like to try to take payments after 4:30 AM. Should this fail (fingers crossed it won’t!) or if you’d like to make a payment earlier, simply log in to our Customer Portal  and make a payment manually.
Can I change my payment date?

Sadly, no. Payflex scheduled payment dates are set automatically. So please, please, please, before you confirm your Payflex order, make sure you check that the scheduled two-weekly payment dates suit your budget and your bank account.

 

For Pay in 3 payment plans, you can change your elected salary date on the customer portal a maximum once per month, however existing purchases’ payment dates will remain unchanged.

You are, however, welcome to make an early payment at any time. Simply log in to our Customer Portal  and make a manual payment. 

How do I make a Payflex purchase online?

The short answer is: easily! When you’ve found the item you can’t live without – even if you’re not feeling too flush – click “add to cart”, head to the payment page and select Payflex as your payment method. 

If you’re a Payflex first-timer, we’ll need to do a painless assessment. All we need are a few personal deets like your name, email address, and ID number and our super-quick, awesome software will assess your application. Our system works in real time, so if everything checks out, you’ll be good to shop in less than a minute. You’ll have to agree on the instalment schedule and pay your first instalment. Then it’s business as usual, with the retailer preparing your goods for pickup or to be sent off.

When will my payments be due?

If you qualify for our services, and depending on the payment plan you choose – Pay in 3 or Pay in 4 – your first payment will be paid upfront and your goods will be delivered as if you’d paid the whole shebang! After that, the next three (3) payments of 25% each will be paid automatically every two (2) weeks, over six (6) weeks if you selected the Pay in 4 option.

 

If you selected Pay in 3, the remaining balance will be split into two payments, automatically deducted on your next two paydays. We’ll try to take your payment during the day, but if things go pear-shaped for whatever weird technical reason (or if you’d like to make a payment in advance) you can log in to our Customer Portal and make your payment manually.

How do I make a manual payment in advance or make up for a missed one?

If you like to err on the side of caution and want to make a payment in advance instead of your scheduled automatic instalment, no problem. Yay you for being so organised! Simply log into our Customer Portal  and go to Payments, where you’ll see the Pay button. 

If you’ve missed a payment, the same process applies.

Or, you can download the latest version of the Payflex App on the Apple App Store,  Google Play or Huawei AppGallery and pay that way.

How to redeem a Payflex Discount Coupon
Redeeming a Payflex Discount Coupon is delightfully simple, just watch this video.  
My instalment payment failed - why?

Oh, dear. This is very frustrating.

 

 You have enough funds on your card, but the instalment fails and you get an Installment Payment Failed notice from Payflex saying your account is in arrears. There are a few possible reasons for this. Unfortunately, they are outside of our control. Some of the reasons your instalment payment may have failed include:

  1. Your bank’s risk system has declined the transaction as they cannot identify us. This is a common reason for failed instalment payments. It’s a mechanism designed by banks to protect their clients from fraud.
  2. There are insufficient funds in your account. 
  3. Your bank card is not enabled for online transactions.
  4. Your bank’s system may not be running debit orders correctly. 

Whatever the reason is, we are unfortunately unable to resolve this on your behalf. You will need to contact your bank and inform them that the instalment debits are legitimate and request them to lift any holds there might be in place. This will ensure that your instalment payments are processed by the due date.

In the interim, please pay your instalments manually by visiting our Customer Portal.

I have had a refund processed, but it's still not reflecting in my account.

All refunds will reflect in your Payflex Wallet as soon as it has been processed by the merchant. You can use your Wallet balance against future Payflex purchases or withdraw the funds immediately into your account via the Payflex Customer Portal, after which the funds will reflect in your bank account within 24 hours.

Who should I direct return/exchange queries to?

Return/exchange queries should be directed to the merchant (store) that you purchased your goods from. Payflex is not responsible for any returns or exchanges.

My OTP (One Time Pin) hasn’t been delivered

We understand how frustrating it is not to receive a message, especially one as important as the OTP (One Time Pin). Let’s resolve this by performing the following steps:

 

  1. First, try pressing the Resend Code on the OTP screen. If this doesn’t work, then:
  2. Restart your phone. It may be best to begin the process from scratch. Follow the steps until you reach the OTP page again. 
  3. If you are still not receiving an OTP, then check with your Mobile Network Provider to see if your number is blocked from receiving SMSs from certain local and overseas numbers. A common problem is that, if you have ported your number from one network to another, international SMSs are automatically blocked. 

If none of the above helped please drop us an email at support@payflex.co.za

 

How do I reset my password?

Please visit our Customer Portal and click on Forgot your password?

  1. The first screen you’ll see is the Reset your password screen. Enter the email address that you used to register for Payflex Pay Later and press the Send OTP button. An OTP will be sent to the cell number that you registered with. 
  2. Now, enter the OTP that was sent to your registered cell number. Then, enter in a brand new password. Press the Reset password button to reset your password. 
  3. When resetting your password, please ensure that it consists of the following:
  • At least 8 characters in total 
  • 1 uppercase letter
  • 1 lowercase letter

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