Frequently Asked Questions

Find out more and when you are ready, sign up for your free account.

General Questions

Genoapay gives you the ability to convert any purchase into a 10 week instalment plan, so you can pay for what you need over time, with no interest, and no fees. We take the first instalment when you commit to a purchase, with the remaining balance being processed weekly over the agreed term.

You will need to be at least 18 years of age, hold a current New Zealand drivers license, and have either a Visa/Mastercard, or New Zealand bank account.

Genoapay adhere to Payment Card Industry Data Security Standard level 1 for all transactions. PCIDSS Level 1 is the highest standard of payment information security globally. All personal information is treated in accordance with the New Zealand Privacy Act (1993). For more information please review our privacy policy.

  • Contact your Credit Card Company or Issuing Bank as fast as possible:
    Visa Emergency Assistance: +1 410 581 9994
    Master Card Emergency Assistance: +1 636 722 7111
  • Contact Genoapay and we will ask you to go through a secure process to load a new payment method to continue your plan.


We understand that this might happen, so Genoapay will call, text, or email you to arrange an alternative method of payment, or reschedule a new payment to take place. There is a $10 missed payment variation fee charged to your account as soon as you miss the agreed scheduled payment. Please get in touch with us if you think this might happen and we can move the payment date.

If your credit card expires before your last instalment is due to be processed then you will need to use an alternative card.

Yes, you can choose to pay on any day you like.

Genoapay works with Debit Success to initiate the direct debit from your credit card or bank account. You will see Debit Success appear on you account statement with the debited amount for that instalment.

Genoapay only accepts Visa or Mastercard debit/credit cards.


Returns and refunds are subject to the retail or service providers policies. Genoapay provides refunds in the event that a Genoapay merchant has approves that refund.

All refund and return requests that come to Genoapay are directed back to the merchant for approval, for security reasons Genoapay does not process refunds directly to any consumer without a merchant’s approval.

You are responsible for contacting a merchant to request a refund or to return a purchased product
Once purchased goods have been returned to a merchant in line with their policy they will notify Genoapay to process the refund.

Genoapay Merchants cannot directly refund you and you will need to wait for Genoapay to process the refund onto your card or into your bank account. This will occur within 48hrs after a merchant has notified us that they have approved the refund.

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