Why was my order declined?

Smartpay's decision of whether or not to approve an order is based on an automated assessment. While it can be frustrating to be declined for a purchase after being approved in the past, this approval process helps Smartpay safely and responsibly offer a completely free service to shoppers. Please understand that Smartpay's Customer Service is not able to change the outcome of the approval decision, nor provide additional details.

If you recently joined Smartpay, spending limits will generally be lower. However, the longer you are a Smartpay user, spending responsibly and making repayments on time, your spending limits will likely increase.

Before attempting to make a purchase with Smartpay, it's really important that you think about the following:

  • Are there sufficient funds on your credit card balance? At time of order completion, you need at least one third of the purchase price available.

  • How long have you been using Smartpay? Smartpay is more likely to limit you to small purchases in the first eight weeks.

  • How much do you have to repay on this purchase and any other previous outstanding purchases? The smaller the amount to repay, the more likely your purchase will be approved

Good to know:

  • Each purchase is a new decision: one rejection does not mean that your future purchases will always be declined. Please be aware that attempting to make too many purchases in a short amount of time may result in being rejected more easily.

  • Different factors, such as missed or delayed payments can lead to Smartpay preventing you from making additional orders.

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