Afterpay customer service phone number — live person 24/7: the definitive guide

Quick summary and authoritative context

Afterpay, founded in 2014 and acquired by Block, Inc. (formerly Square) in an August 2021 transaction valued at approximately US$29 billion, is a buy-now-pay-later (BNPL) service whose primary customer-service experience is digital-first. Afterpay’s standard consumer product divides a purchase into four equal interest-free installments, with payments scheduled every two weeks (a typical total span of 6 weeks). That product design directly shapes how Afterpay supports consumers: most routine account and order problems are handled through the Help Center and in‑app support rather than a 24/7 phone line.

Short answer: there is no single public Afterpay phone number guaranteed to reach a live person 24/7 globally. Local phone support availability, hours and numbers vary by country and are published on Afterpay’s official Help Center at https://help.afterpay.com/ and the consumer site https://www.afterpay.com/. For urgent fraud or stolen-card issues you should immediately call your bank’s fraud hotline (local banks typically provide 24/7 lines), then follow the Afterpay escalation steps below.

Official channels and where to find local phone support

Afterpay’s authoritative support entry point is the Help Center at https://help.afterpay.com/. That site includes country selectors (for example en-US, en-AU, en-GB), FAQ articles, in-app contact links and — where available — local office/contact numbers. Because Afterpay operates across multiple jurisdictions, a phone number that exists for Australia customers may not exist for the US or UK.

To find the correct local channel: open https://help.afterpay.com/ → click the country selector in the footer → select “Contact us” or “Get help” → follow the flow to see whether your country lists a phone number, email, or in-app chat button. The Afterpay mobile app (iOS/Android) typically exposes a “Help” or “Contact Support” action that connects to live agents during published hours; use the app to create a support ticket so the agent has your account context immediately.

How to reach a live person: precise step-by-step

If your objective is to speak to a human quickly, use a methodical approach so an agent can take action immediately. Steps that reduce hold time and transfers include submitting a support ticket from the Afterpay app or website first, then calling any listed number while that ticket is open. If a phone number is not published for your country, request a callback via the app or escalate to the merchant that processed the transaction (merchant phone/email is often the fastest route for refunds).

• Open the Afterpay app → Account → Help → Contact Support. Create a ticket and keep the ticket ID. Agents can pull ticket context in the same session.
• Prepare: order ID (e.g., AP-1234567890), merchant name, purchase date, full purchase amount (example: US$129.95), last 4 digits of the payment card, and a screenshot of the receipt or merchant confirmation. Having these reduces average resolution time from hours to under 30 minutes for straightforward issues.
• If a phone number appears for your country on the Help Center, call it while the ticket is open and quote the ticket ID; ask for escalation to a senior agent if the issue involves fraud, charge reversal or a hold on access to funds.
• For suspected fraud or stolen cards: call your bank’s emergency/fraud hotline first (banks publish 24/7 numbers on their websites). Then notify Afterpay via the app and ask that payments be paused while the bank investigates.

These procedural steps are effective because Afterpay routes in-app tickets into the same CRM used by phone agents; starting a ticket first avoids repeated data collection and shortens transfers. If an agent cannot resolve the case within the first contact, request a specific SLA: a promised callback time and a direct reference number for escalation.

Escalation, dispute timing and practical deadlines

Disputes and refund requests have practical timelines you must respect. If you want a merchant refund to stop future Afterpay payments, request the refund immediately after the merchant confirms it; merchant processing times commonly range 3–10 business days, and Afterpay then updates your installment schedule—expect an additional 2–5 business days for Afterpay to reconcile the refund back to the payment card. For best outcomes, keep a documented trail: merchant refund confirmation e-mail, refund transaction ID, and screenshots.

If a resolution is not reached, escalate in this order: (1) ask the Afterpay phone agent or in-app agent for supervisor escalation with a committed callback window, (2) contact the merchant’s customer service and request a refund confirmation in writing, (3) file a dispute with your card issuer if the merchant refuses — card issuer disputes typically have windows of 60–120 days depending on issuer and region, so act promptly. For corporate correspondence you can reference Block, Inc.’s headquarters address: 1455 Market St, San Francisco, CA 94103 (Block is Afterpay’s parent company as of 2022).

Common issues, fees and what to expect from a support interaction

Typical support topics: payment schedule adjustments, failed payment processing, refund reconciliation, and suspected account fraud. Afterpay’s product structure (four equal installments, biweekly payments) means many interactions are about scheduling and missed payments. When a payment is missed, Afterpay may apply a late fee depending on region; check your country-specific terms in the Help Center for exact fee caps and thresholds—these are published in your account agreement and vary by jurisdiction.

Typical resolution times observed industry-wide: simple account queries and password resets — under 30 minutes when using in-app chat; refund reconciliations — 3–10 business days depending on merchant cooperation; fraud investigations — up to 30 days if a formal investigation is required. To ensure the fastest resolution, follow the “what to prepare” checklist above and request a clear SLA from the agent (e.g., “I need a supervisor callback within 48 hours with case number X”).

How long does it take for Afterpay to respond?

Afterpay’s Merchant Support team operates Monday through Friday and strives to respond to inquiries as promptly as possible. Response times can vary depending on the volume of requests and the time of year. Typically, you can expect a response on the same day; however, during peak periods, it may take longer.

Can I contact Afterpay by phone?

If you still need help, you can request a callback from our team. Simply message us through the Help section of your Afterpay App and let us know you’d like to speak with someone. Your request will be sent to our dedicated phone support team, who will call you back during our phone support hours.

How to get Afterpay on your phone?

On your phone or mobile device, go to the apps store or play store. Search for Afterpay and press Installinstall Afterpay the Afterpay app. It is approximately 54 MB in size. When it is installed, press Open.

How do I contact Afterpay to dispute a charge?

How to raise a dispute from your mobile app

1. Log onto App make sure you have the latest version.
2. Go to My Afterpay.
3. Go to Orders.
4. Then click all orders.
5. Find the order that has not been received.
6. Click the ‘more button’ top right hand side.
7. Choose goods not received.

Does Afterpay require a phone number?

To be eligible to use Afterpay you must:
Have a valid and verifiable email address and mobile telephone number; Provide a valid delivery address in the United States; and. Be authorized to use the Payment Method provided (US-issued debit or credit card) Pass Identify verification (Monthly Payments)

Can I do Afterpay over the phone?

AfterPay is available as an online payment method and requires login credentials for authorisation. Our team members or merchants are unable to place an order on your behalf.