Help centre

Help with your plans and payments

Most questions fall into one of five areas. Start with the topic below, or head straight to the app where your plans and dates are visible.

Apply Now See your schedule

Main topics

Free

To reschedule

Retailer

Owns returns

In-app

Where support lives

Who handles what2 sides

The goods and the refundRetailer

The payment planScalapay

Longer financingBanking partner

Your limit and accountScalapay

Fastest route to a fix

Ask the right side first

SAVES A DAY OR TWO

Browse by topic

Five areas that cover almost everything

Each links to a full explanation rather than a one-line answer.

Payments and dates

When installments are taken, how to reschedule, and what happens if one is missed. Read more →

Returns and refunds

What happens to your plan when you send something back, including partial returns. Read more →

Spending limits

Why a first order is capped lower and what raises the number. Read more →

Approval and declines

What we check instead of a credit file, and why an order might not go through. Read more →

Security and account safety

How payments are protected and how to spot a message that is not from us. Read more →

Choosing a plan

Which of the four plans fits a particular order. Read more →

Fixing things faster

Three steps that solve most problems

In this order, because the first two remove the need for the third.

Check the app

Your plans, dates and amounts are there. Many questions are answered by looking.

Ask the right side

Goods and refunds go to the retailer. Payment plans come to us.

Act before the due date

Rescheduling ahead of a payment is simple. Recovering from a failed one is not.

What happens if you are late → How refunds work →

If plan payments are becoming unmanageable, free non-profit credit counselling is available in the US and costs nothing. It is a better first call than opening another plan.

Where to get help

Questions

Common questions

The six things people ask most often.

How do I contact Scalapay?+

Support runs through the Scalapay app, where your plans and payment dates are visible alongside the conversation. Starting there means whoever helps you can already see the order in question.

Something is wrong with my order — who do I contact?+

The retailer, first. They own the goods, the return policy and the refund decision. We adjust your payment plan once a refund is processed. How refunds work.

I cannot cover an upcoming payment. What now?+

Reschedule in the app before the due date. It is built in and costs nothing, and it is far easier than fixing a failed payment afterwards. What happens if you are late.

Why was my order declined?+

Usually the order size against your available limit, a card that could not be verified, or an existing plan that is overdue. It is a decision about the order rather than about you. What we look at.

How do I see what I owe?+

Every open plan, amount and date is listed in the app. The calculator on this site shows what a new plan would look like before you commit.

I think someone used my account+

Freeze the account in the app and report it immediately rather than waiting to see whether a payment goes through. Security and safety.