Topic: How do I get the Flex Pay virtual card?
Solution: The Flex Pay process is designed to happen simultaneously between you and your customer. Simply send them the application; they will apply from their device, and if approved, we will display the Flex Pay virtual card on your screen for you to pay for the customer's purchase in full immediately.
Topic: How do I use the Flex Pay virtual card? / The Flex Pay card is declining.
Solution: The Flex Pay virtual card works like any normal credit card and can be used multiple times to pay multiple vendors. Simply use the card details to process the payment with your preferred booking engine or supplier(s). If the card is declining, it may be due to an ineligible purchase. Flex Pay cannot be used for Stripe, Square, PayPal, Venmo, debit card, and prepaid gift card purchases. Additionally, some providers may require physical cards for verification, and Flex Pay does not maintain a list of these providers. Please ensure you understand these policies before completing your customer's Flex Pay purchase. Flex Pay cannot issue any credit card authorization forms.
Topic: Which partners can I use the Flex Pay card with?
Solution: Flex Pay does not need a direct partnership with a supplier for you to use Flex Pay for your client's purchase. Simply use the virtual card as you would a normal credit card, regardless of our partnership status with the supplier.
Topic: Can I use Flex Pay for a down payment/deposit? Or after a down payment/deposit has already been put down?
Solution: Yes, customers can use Flex Pay at any point in their purchase—for a down payment/deposit only or for a remaining balance. For travel purchases, check your agent tool for advance purchase requirements.
Important: If using Flex Pay for a down payment or deposit, create an application for only that amount. Any remaining balance requires a separate application later. The Flex Pay virtual card must be charged in full at the time of application and is only eligible for purchases payable immediately.
Topic: I lost /never got / never used the virtual card and need access to the details.
Solution: The virtual card is designed to be used immediately to pay for the purchase up to the approved loan amount. If your screen never updated, you closed the screen, or you never charged the card, please call us at 1-888-893-2227. A member of our team will assist you with the virtual card information. Virtual card information cannot be shared via email, and we may require additional verification from your customer to ensure they are expecting the purchase.
Topic: My customer needs a larger purchase or wants additional items. Can I use the same virtual card?
Solution: The Flex Pay virtual card is designed for a single use at the initial time of purchase, up to the initial loan amount. If your customer needs a larger amount or funds at a later time, they can simply apply for a second loan for the new amount.
Topic: My customers purchase has been refunded. What do I need to do?
Solution: If your customer is eligible to cancel and refund their purchase, simply follow your regular cancelation procedures. The supplier should issue a refund to the virtual card used to complete the purchase and we will reduce the customer balance based on the amount received. If any cancellation fees apply, simply have the supplier refund only what is eligible for refund back to the Flex Pay virtual card. Your customer may still have an obligation to continue their monthly payments if only a partial refund was issued. Interest accrued during the period the customer's loan was active will not be refunded.
It may take one billing cycle for Flex Pay to receive and apply the refund to the customers balance. Customers should continue making their regularly scheduled payments until the refund is reflected. If your customer has questions about refunds, they can reach out to us by email at customercare@upgrade.com or by phone at 844-257-5400.