Afterpay: billing error

Collect

• date and amount of the charge
• why it is wrong
• receipts or messages

Steps

1. If the error involves an order, contact the merchant first.

2. Raise a dispute in the app, giving the amount, date and why you think it is an error.

   AppRaise a dispute on an order (for example Goods not received) Afterpay app or website > select the order > raise a dispute Sign-in required

3. Or contact Afterpay by chat or phone.

   PhoneAfterpay Customer Service +1-833-844-8095 Account holder only

4. If Afterpay does not resolve it, complain to the CFPB.

   RegulatorConsumer Financial Protection Bureau +1-855-411-2372

More contacts for this issue

Facts you can cite

• Deadline

  The installment agreement says you must contact Afterpay within 120 days after the error appeared on your statement.

  Source: afterpay.com, verified 2026-10-13

• Policy

  While Afterpay investigates a billing error, it cannot try to collect the disputed amount or report you as delinquent on it.

  Source: afterpay.com, verified 2026-10-13

Rules in force

• Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
  12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)

  For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.

  Source: consumerfinance.gov, verified 2026-10-12

  5 citable points

  • Policy

    Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.

    Source: consumerfinance.gov, verified 2026-10-12

  • Deadline

    The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.

    Source: consumerfinance.gov, verified 2026-10-12

  • Deadline

    The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.

    Source: consumerfinance.gov, verified 2026-10-12

  • Deadline

    Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.

    Source: consumerfinance.gov, verified 2026-10-12

  • Process

    If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.

    Source: consumerfinance.gov, verified 2026-10-12

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  1 citable point

  • Policy

    The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".

    Source: law.cornell.edu, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   AppChat with Afterpay in the mobile app (24/7) Afterpay mobile app > Start a chat Sign-in required

2. Customer service

   PhoneAfterpay Customer Service +1-833-844-8095 Account holder only

3. Written complaint

   MailWritten notices and disputes (installment agreement notice address) Afterpay US Services, LLC, 1955 Broadway, Suite 204, Oakland, CA 94612, Attention: Legal

4. Federal regulator

   RegulatorConsumer Financial Protection Bureau +1-855-411-2372

5. State agency

   Your state’s financial regulator. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Arbitration

   The installment agreement requires individual arbitration (AAA, San Francisco County) after 30 days of informal negotiation; small claims court is allowed. Opt out by written notice within 30 days of signing the agreement.

Watch out

Related

• Billing error at other companies
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• Afterpay: unauthorized charge
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• Afterpay: payment plan or bill assistance