Zip customers may need help with an installment payment, late fee, refund, canceled order, declined purchase, changing a due date, unauthorized charge, account access, spending power, merchant dispute, or customer-service complaint. Zip, formerly known as Quadpay, is a buy now, pay later service that offers several installment options to eligible U.S. customers.
Zip now provides customer service by telephone, messaging, and online support request.
Zip Customer Service Contact Information
- Zip Customer Service Phone: 1-888-274-3159
- Phone Support Hours: Daily, 9:00 AM-9:00 PM ET
- Messaging Support: Daily, 7:00 AM-11:00 PM ET
- Live Chat: Available through the Zip app and Help Center
- Submit a Support Request: Available at any time through the Zip Help Center
- Zip Help Center: Zip Support
- Customer Contact Page: Contact Zip
- Privacy Requests: 1-888-322-5037 or privacy@us.zip.co
- U.S. Mailing Address: Zip, 228 Park Ave S, PMB 59872, New York, NY 10003-1502
- Official Website: Zip.co
Zip says the fastest way to receive ordinary customer support is through Live Chat, which can be opened from the Account tab in the Zip app.
The privacy telephone number is for privacy-related requests and should not be confused with Zip’s general customer-service number.
Best Zip Support Route by Issue
- Payment problem: Review the order and installment schedule in the Zip app, then contact support if necessary.
- Need to change a payment date: Use the Move Payment feature before the installment is due when the order qualifies.
- Late fee: Review the Truth in Lending Disclosure for the order and contact Zip if you believe the fee was incorrect.
- Refund: Contact the merchant first because the merchant must approve and initiate most refunds.
- Return already completed: Report the return in the Zip app and track the refund.
- Damaged, incorrect, or missing merchandise: Contact the merchant first, then report the order issue through Zip if it remains unresolved.
- Unauthorized Zip order: Report the order immediately through the Zip app or customer support.
- Card used with Zip without permission: Contact Zip and the card issuer promptly.
- Declined purchase: Check available funds, overdue installments, purchase amount, and Spending Power.
- Formal complaint: Use Zip’s official complaint form rather than an ordinary support request.
How Zip Payments Work
Zip is a buy now, pay later service, formerly known as Quadpay.
Current U.S. installment options can include:
- Pay in 2: Two installments over approximately two weeks
- Pay in 4: Four installments over approximately six weeks
- Pay in 8: Eight installments over approximately 14 weeks
Not every customer, merchant, or transaction qualifies for every payment option.
Zip evaluates purchases separately, and approval for one purchase does not guarantee approval for another.
Does Zip Charge Interest or Fees?
Older descriptions of Zip often called the service completely interest-free.
That wording can now be misleading.
Zip’s current U.S. financing disclosures explain that qualifying installment plans can include a fixed customer or origination fee. The fee is disclosed before the customer completes the transaction and can be expressed as an annual percentage rate, or APR.
The amount depends on factors including:
- Purchase amount
- Installment option
- Merchant
- Applicable product terms
Always review the Truth in Lending Disclosure and complete payment schedule shown at checkout before accepting a Zip loan.
Zip states that financing through the Zip app and Zip Checkout is issued by WebBank and is subject to credit approval.
Zip Late Fees
Zip currently states that a late fee can be charged when an installment is not paid on time.
The standard late fee is generally the lesser of:
- $7, or
- The amount permitted and disclosed for the customer’s state of residence
The exact late-fee terms appear in the Truth in Lending Disclosure for the individual order.
Zip installment payments are normally charged automatically to the customer’s default payment method on the scheduled due date.
If you believe a late fee was charged incorrectly, contact Zip Customer Support and provide the order and payment information.
Changing a Zip Payment Date
Eligible customers can change an upcoming installment date through the Zip app.
Zip currently allows the next payment to be moved by up to 7 days from its original due date.
To change the date:
- Open the Zip app.
- Select Payments.
- Select Orders.
- Choose the applicable order.
- Select Move Payment.
- Choose the new available date.
- Review and confirm the new payment schedule.
Zip currently provides the first payment-date change in each calendar month without a change fee.
Additional payment-date changes during the same month may carry a $2 fee.
A payment date can generally be changed only once per order.
Changing the payment date can also place the Zip account on hold until the postponed installment has been paid.
Zip Refunds
Zip generally cannot approve a merchant return.
The merchant that sold the goods or services must normally approve and initiate the refund first.
After the merchant processes the refund and reports it to Zip, Zip updates the installment plan.
Zip states that refunds can take up to approximately 13 days to process.
For a full refund:
- Remaining unpaid installments are canceled.
- Amounts already paid are returned to the original payment method.
For a partial refund:
- The refund is first applied against remaining installments.
- Any amount exceeding the remaining balance is returned to the original payment method.
If the merchant confirms it issued the refund but the Zip account has not updated within the expected period, contact Zip Support with proof of the merchant refund.
Reporting a Return in the Zip App
For qualifying Zip app purchases, customers can use the Report a Return option after returning merchandise to the merchant.
Zip recommends reporting the return at least 24 hours before the next installment is due.
The feature can temporarily push the next installment back by approximately two weeks while the merchant processes the refund.
If the merchant does not process the refund during that period, scheduled payments can become due again.
Keep:
- Return receipt
- Tracking number
- Merchant confirmation
- Zip order information
until the refund has been completed.
Damaged, Missing, or Incorrect Zip Orders
When a product is damaged, incorrect, or never arrives, Zip currently requires customers to contact the merchant first.
If the merchant agrees to a refund, Zip adjusts the installment plan after receiving the refund from the merchant.
If the merchant refuses:
- Contact Zip Support.
- Provide the merchant correspondence.
- Explain the dispute.
- Provide supporting evidence.
Zip notes that filing a dispute does not guarantee that a refund will be approved.
If the merchant has not responded and at least seven days have passed, Zip may allow the customer to submit evidence showing the merchant has been unresponsive.
Unauthorized Zip Orders
If you see a Zip order that you do not recognize, report it immediately.
Zip’s current order-issue process allows customers to choose I don’t recognize this order.
Reporting an unrecognized transaction can:
- Temporarily block new purchases
- Start a fraud-claim process
- Allow supporting documentation to be submitted
Existing installment obligations are not automatically erased while the investigation is underway.
Follow the instructions provided by Zip for the affected order.
What If Your Card Was Used on Zip Without Permission?
Someone can potentially use a stolen payment card with Zip even if the cardholder has never personally opened a Zip account.
Zip provides a support process for people who:
- Never used Zip but see a Zip charge
- Had their card used without permission
- See an unauthorized transaction in their existing Zip account
Contact Zip promptly and also notify the card issuer.
If the card itself may be compromised, ask the bank or issuer whether the card should be canceled and replaced.
Zip Spending Power
The Spending Power shown in the Zip app is an estimate of how much a customer may potentially be able to spend.
It is not a guaranteed credit limit.
Zip states that Spending Power can increase or decrease based on several factors.
Possible factors include:
- Payment history
- Outstanding orders
- Past-due installments
- Length of the customer relationship
- Automated approval criteria
Each new order is separately reviewed for approval.
Customer Support cannot simply override the system and manually increase Spending Power.
Why Was My Zip Purchase Declined?
A Zip purchase can be declined for several reasons.
Zip currently identifies possible causes including:
- Overdue installments
- Insufficient money available for the first payment
- The purchase amount exceeding the approved purchase request
- The transaction exceeding estimated Spending Power
- A restricted merchant or purchase category
- Automated fraud or security screening
- The order failing Zip’s individual approval process
For some Pay in 4 transactions, Zip charges approximately 25% of the purchase plus the applicable finance charge at checkout.
Having enough Spending Power displayed in the app does not guarantee approval.
Zip Account Deactivation and Deletion
Zip allows customers to deactivate an account through the mobile app.
To deactivate:
- Sign in to the Zip app.
- Open Account.
- Scroll to About Zip.
- Select Close my account.
- Select Deactivate.
Deactivation prevents new purchases but allows the customer to view account details and existing order history.
Existing installments still need to be paid.
Customers who want permanent account deletion must submit a request to Zip Support.
Zip states that it may still be required to retain certain records to comply with financial and banking laws.
How to File a Complaint With Zip
Zip provides a dedicated complaint process for customers who want to formally complain about a purchase or app experience.
Use the complaint process rather than a standard support ticket when the goal is to register a formal complaint.
Zip states that complaint reviews can take up to approximately 48 hours for an initial response.
For ordinary questions or technical support, use the regular Customer Support process instead.
Information to Have Before Contacting Zip
Gather the information relevant to the issue:
- Email address connected with the Zip account
- Phone number connected with the account
- Zip order number
- Merchant name
- Merchant order number
- Purchase date
- Purchase amount
- Installment schedule
- Payment or late-fee information
- Return tracking number
- Merchant refund confirmation
- Screenshots of errors or disputed activity
- Previous Zip support correspondence
Do not post your complete card number, bank-account details, Zip password, verification codes, Social Security number, full order information, or other sensitive financial information in a public review.
Zip Scam and Account-Security Warning
Be cautious of unsolicited calls, emails, texts, or social-media messages claiming to represent Zip.
Do not provide an unknown person with:
- Your Zip password
- Verification codes
- Complete credit or debit card information
- Bank login credentials
- Remote access to your device
- Gift cards or cryptocurrency
Use the official Zip app, Zip.co website, or verified 1-888-274-3159 support number when checking an account problem.
Zip Corporate and Legal Information
Zip’s current U.S. contact and legal materials use:
Zip / Zip Co US Inc.
228 Park Ave S
PMB 59872
New York, NY 10003-1502
Zip Co US Inc. lists NMLS ID 1963958.
Zip is part of Zip Co Ltd., the financial-technology company formerly associated with the Quadpay name in the United States.
Current Zip app and Zip Checkout loans are issued by WebBank, subject to applicable terms and credit approval.
Ordinary account, payment, refund, dispute, or late-fee problems should be handled through Zip Customer Support rather than sent to the corporate mailing address.
Zip Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently shows 0 out of 5 stars based on 0 Zip reviews.
Because no reviews have been submitted on this page, there is not enough CustomerServiceNumbers.com feedback to identify current praise or complaint patterns involving Zip payments, installment fees, late fees, refunds, merchant disputes, account access, spending power, declined purchases, or customer support.
If you have recently contacted Zip, you can share your experience below. Helpful reviews explain the merchant or payment issue involved, which support method was used, how Zip responded, and whether the matter was resolved.
Frequently Asked Questions
What is the Zip customer service phone number?
Zip currently lists 1-888-274-3159 for U.S. customer support.
What are Zip customer service hours?
Telephone support is currently available seven days a week from 9:00 AM to 9:00 PM Eastern Time. Messaging support is available daily from 7:00 AM to 11:00 PM Eastern Time.
Does Zip have live chat?
Yes. Zip says Live Chat is the fastest way to receive support and makes it available through the Account section of the Zip app.
Is Zip still called Quadpay?
Zip was formerly known as Quadpay in the United States. Current services use the Zip name.
Is Zip completely interest-free?
Do not assume a Zip purchase is free financing. Current Zip installment plans can include fixed customer or origination fees that are disclosed as finance charges and expressed as an APR. Review the disclosure shown before completing each purchase.
How many payments does Zip offer?
Depending on the customer, merchant, transaction and approval, current Zip options can include Pay in 2, Pay in 4, and Pay in 8.
What happens if I pay Zip late?
A late fee can apply. Zip currently states that the fee is generally $7 or the lower amount disclosed for the customer’s state. Check the Truth in Lending Disclosure for the exact order.
Can I change a Zip payment date?
Eligible customers can move an upcoming installment by up to seven days. The first payment-date change each calendar month is currently free; additional changes during that month may cost $2.
How do Zip refunds work?
The merchant generally must approve and issue the refund first. Once Zip receives it, the payment plan is adjusted. Zip says refunds can take up to approximately 13 days to process.
What do I do if I don’t recognize a Zip order?
Report the order through Zip immediately. Zip provides a fraud-claim process and may temporarily block new purchases while investigating.
Can Zip Customer Service increase my Spending Power?
Zip states that Spending Power is generated through its system and cannot simply be manually increased by Customer Support. Each transaction is reviewed separately.
Where is Zip located?
Zip’s current U.S. contact materials list 228 Park Ave S, PMB 59872, New York, NY 10003-1502.
Related Customer Service Pages
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers locate customer-service information and share customer experiences since 2004. This website is independent and is not owned or operated by Zip, Zip Co US Inc., Zip Co Ltd., WebBank, or any merchant using Zip.
The purpose of this page is to help customers locate current official support routes for Zip installment payments, late fees, refunds, merchant disputes, account access, Spending Power, declined purchases, unauthorized transactions, and complaints.
Share Your Zip Customer Service Experience
If you have contacted Zip about a payment, late fee, refund, returned order, merchant dispute, declined transaction, Spending Power change, unauthorized charge, account problem, or another customer-service issue, describe the issue, support route used, response received, and whether the matter was resolved.
Privacy warning: Do not post complete card or bank information, passwords, verification codes, Social Security numbers, complete order numbers, account credentials, private support correspondence, or other sensitive financial information.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent information and review website and is not affiliated with Zip, Zip Co US Inc., Zip Co Ltd., WebBank, any merchant, bank, card issuer, or payment network.
CustomerServiceNumbers.com cannot access Zip accounts, approve purchases, increase Spending Power, move payment dates, reverse late fees, approve merchant returns, issue refunds, investigate fraud, close accounts, or act on behalf of Zip.
Zip is a financial service and installment terms can vary by customer, merchant, state, product, and transaction. Fees, APRs, repayment schedules, late fees, eligibility requirements, and support procedures can change. Review the Truth in Lending Disclosure for the specific transaction and verify current information through Zip.co before accepting financing.