Faq

How do I make a Payflex purchase in store?

The Payflex app is all you need, make sure you are logged in and have a valld card loaded for a smooth payment experience. Ask to pay with Payflex and the teller will show you a Payflex QR code, scan the QR code with the app, enter the amount if needed and confirm your payment plan. Payflex will charge your bank card for the 1st instalment and and confirm to the merchant the payment is complete and you are good to go with your goodies

Is there a limit to how often I can update my profile?

To prevent abuse, we have limited email and cell number fields to 3 updates per month.

Can I change my registered ID number or full name?

For legal and security reasons, ID number and full name changes can’t be done online. Please contact customer support for assistance.

I'm not getting any SMS notificatons from Payflex?

Please check your mobile number is up to date, you can update your email address and mobile number on the customer portal, under the account details section.

I'm not getting any emails from Payflex?

Please check your email address you used to register is correct, you can update your email address and mobile number on the customer portal, under the account details section.

What happens if I don’t verify my new email or phone number?

Your old contact details will remain active until you complete the verification. Unverified changes will not be saved permanently.

Will I need to verify my email or cellphone again if I change them?

Yes. For your security, changing your email or cellphone number will require you to verify the new one. You’ll receive an OTP via SMS or email to verify.

How do I use the funds in my Payflex wallet?

You can use the funds in your wallet for either a new payment on checkout, or an early payment on an order or you can withdraw the funds to any SA bank account registered in your name. Funds withdrawn are sent to your bank account using an overnight EFT and should appear the next business day if the withdrawal is processed before 16:00.

Payflex will also collect any outstanding instalments from your wallet if your card payement fails

How are refunds calculated?

Refunds through Payflex depend on how much you’ve already paid at the time the refund is processed:
A non-cash refund means no money is returned to you directly. Instead, we cancel or adjust down the remaining instalments for that order

A cash refund applies when the refund amount is greater than the payments we have collected for that order. In this case, we cancel any outstanding instalments and the difference is refunded to your Payflex Wallet.

Why won't Payflex let me continue past the face photo check?

Payflex needs to know its really you we are dealing with, if you can’t match your face and you have a green ID book you will need to update your photo at Home Affairs by applying for a smart card ID or passport

What's the difference between a cash refund and a non-cash refund?

A non-cash refund means no money is returned to you directly. Instead, we cancel your remaining instalments for that order so you won’t have to pay anything further or pay less on outstanding instalments.

A cash refund applies when the refund amount is greater than your remaining balance. In this case, we cancel any outstanding instalments and the difference is refunded to your Payflex Wallet.

How do I update my cell phone number or email address?

You can login to the customer portal on web, navigate to dashboard, click the pencil button next to the email or cell number field. Follow the steps to update.

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