Peak Retail Service Promise

Dear PayJustNow Community,

To ensure the smoothest experience possible, we’ve prepared extensively to handle the high volume of transactions and inquiries. Our digital chat channels are the recommended method to contact us for resolution of your query. That said, you may experience slightly longer wait times as we assist everyone with the care and attention they deserve.

With over 2 million PayJustNow Consumer users enjoying the benefit of our interest and fee free payment option, we have worked hard to be able to support you with smart systems and intelligent automated chat bots for general questions. 

Meet Iggy - If you have any questions about how anything works on the PayJustNow App - Simply select the "Rapid Response" Chat channel and let Iggy answer any questions as you have. Feel free to ask more than one question at a time. At anytime that you may want to be handed over to a live agent simply ask Iggy to connect you to one of our Rockstars.

Chat to Karabo for any PayStretch questions - Our newest innovation - offering you the option to stretch the payments even further. This is being released to select consumer categories as we monitor and learn from the experience and feedback from our consumer Hero. If you don't see the PayStretch option, please bear with us over the next few weeks. We will only show you the Paytretch option if we are confident that you will qualify for the credit account and be able to use it. We are still navigating some complexities with certain banks to be able to allow you to share your bank statements with us in an automated fashion.

Here's what you can expect:

Seamless Shopping: Our systems are optimized to support you through every checkout.

Quick Support: While we’re anticipating high demand, our support team is here to help with any questions or challenges.

Transparency: We’ll keep you updated should any delays arise. It is recommended that you check our status page to check if there are any technical challenges with any of our systems or downstream partners such as the banking network, credit bureau or retailer Point of sale systems. If a problem arises that affects you, Subscribe to the Notice for real-time updates as they get resolved.

Pro tips for using our support channels:

PayJustNow Support is NOT a call centre. 

At PayJustNow, our goal is to make support simple, efficient, and accessible—because your time matters. While we’re not a traditional call center, we’re always here to help when you need us.

As a free service, we’ve focused on creating a smart, seamless support experience that prioritizes your convenience. That’s why we’ve invested heavily in our digital chat channel, making it accurate, efficient, and ready to resolve most queries quickly and effectively.

Our in app chat channel is the quickest method of getting support. This is on our contact us page in your APP. 

Your chat session will initially be handled by our AI chat bots. If you engage with the bots they can answer on average 80% of current queries.

If you start a chat with us in the App, please be sure to chat from the App when you are logged in (This helps us identify you quickly in case we need to look your profile up on our system) and if you have emailed us please quote the reference number for your email query.

We have and expect a significant backlog on our email channel. You only need to email us once, and if you need to update the information in your email, please reply to the automated response we sent you so that the conversation is on one thread. If you need to follow up, it is recommended that you start a "Chat with Us" session, please quote the reference number we sent you in our automatic reply.

Please be sure to email us from the email address that you used to create your PayJustNow profile.

If you need us to update your email address, please be sure to attach a copy of your ID on the email. Once the email is sent and you have a reference number from our reply, start a chat with us in the "Chat with Us" channel.

Below are some common issues that you may experience that are out of our control:

Card payments rejected by your bank. Please check in your bank app that your card is enabled for online shopping, your daily online shopping limit is set correctly, and that the last four digits and expiry date on your physical card matches the info in the "My Cards" section of the PayJustNow App. If that is all good, please reach out to your bank and tell them what their response reason was that we showed you in the app.

Selfie verification failed. Sometimes, Home affairs do not have a file on record for us to compare against.

Chat from the App when you are logged in, and have a copy of your ID handy to upload in the chat or email it to support@payjustnow.com and remember to quote the reference number when chatting to the team.

You are only offered a single instalment to pay in full. Our system has detected irregular or risky data points. It is important that you use your own phone, PayJustNow App, bank card, have a verified selfie in the App and be using your own contact details on your PayJustNow profile.

We’re committed to making your shopping experience as remarkable for you as it is for our retail partners. Your trust means everything to us, and we’ll be working tirelessly to ensure your experience is nothing short of excellent.

Thank you for being part of the PayJustNow journey.