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Learn more about Flex Pay
How Flex Pay works
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Travel or enjoy your purchase now and pay later
What is Flex Pay by Upgrade?
- Flex Pay, gives you the freedom to purchase what you want now and pay over time with simple fixed installments. Some plans include interest while some are interest-free.
When you’re ready to check out, just select Flex Pay as your payment method, complete a short application, and receive a quick decision. If approved, choose the terms of your payment plan, finish checking out, and enjoy your purchase. Then, pay over time with simple, no-surprise monthly payments. Is there a difference between Uplift and Flex Pay?
- Flex Pay by Upgrade or just Flex Pay, is the brand name of our Buy Now, Pay Later product.
Uplift Canada Services ULC is the lender for that product. That’s why Uplift appears on various documentation, like a Flex Pay loan agreement. How does Flex Pay work?
- Flex Pay lets you spread the cost of your purchase over low, monthly payments in the form of a short-term, fixed interest loan.
Just shop like you normally would. When you are ready to check out, simply select Flex Pay as your payment method.
To apply, you’ll need to provide some basic information like your mobile number, date of birth, and if you are a US resident, your Social Security Number. If you’re approved, just select your offer, finish checking out and you’re done. Why am I still seeing Uplift on my bank statements?
- You may continue to see Uplift on your bank statements for a period of time while we finalize the brand name change. Don’t worry, this is normal, but if you’d like to talk to our customer support team members about any concerns, please don’t hesitate to reach out to customercare@upgrade.com or call us at (844) 257-5400.
Who issues Flex Pay loans?
- Flex Pay loans are issued by Uplift Services Canada ULC, a subsidiary of Upgrade, Inc.
How do I apply to pay through Flex Pay?
- Shop for your items and add them to your cart just like you normally would. When you are ready to check out, simply select Flex Pay as your payment method. To apply, you’ll need to provide some basic information like your mobile number, date of birth, and if you are a US resident, your Social Security Number. If you’re approved, finish checking out and you’re done.
What are the advantages of using Flex Pay vs. a credit card?
- While some credit cards charge interest on interest, Flex Pay charges only simple interest. If you carry a balance on a credit card, it can be hard to understand what it will cost you. With Flex Pay, the cost is clear at the time of purchase, with simple interest, predictable payments, and no fees.
I purchased a trip or booked a hotel using Flex Pay. Can I travel before it's paid off?
- Yes! You are free to travel or check in whenever you like—even before you're all paid off.
When booking a hotel, what’s included in my offer?
- When paying for a hotel booking with Flex Pay, your loan will cover your room rate, taxes, fees and add-ons listed on the booking confirmation page.
When booking a hotel, does my offer cover additional hotel charges at checkout?
- While we never charge any fees, your hotel may charge additional fees during your stay for amenities such as resort fees, parking, and WiFi. For more information, please review the hotel’s website or contact the hotel directly.
Can I purchase travel on behalf of someone else?
- With some merchants, you can use Flex Pay to purchase travel on behalf of someone else. A travel provider who has enabled this feature will be indicated with a dropdown option for “new applicant” during the application process.
How long does it take for you to apply a refund to my account?
- Once we receive a refund from the merchant, we’ll apply the full amount to your outstanding balance within 10 days.
If you receive a refund for more than the outstanding balance owed on your account, we will credit back any excess funds to the method of payment used to make the initial payment. In the event that you no longer have that method of payment (e.g., you used a card that is no longer valid), we will work with you to issue a refund.
How do I receive a refund?
- You’ll need to initiate any cancellation or returns with the merchant first. If you are eligible for a refund from the merchant based on their refund policy, we will apply the refunded amount to your outstanding balance and credit back any excess funds to your method of payment used to make the initial payment. In the event that you no longer have that method of payment (e.g., you used a card that is no longer valid), we will work with you to issue a refund.
If you receive a refund for less than the balance owed, you are still responsible for the outstanding balance and your monthly payments until your balance is paid in full.
Can I apply before knowing what I want to purchase?
- Our application process occurs at the time of checkout, directly through our partners’ websites. Loan proceeds are paid directly to the merchant for the purchase of goods and services.
To see if you may qualify for a loan using Flex Pay, simply shop for your items and add them to your cart just like you normally would. When you are ready to check out, select Flex Pay as your payment method.
Does checking my rate, eligibility, or offers impact my credit score?
- US Residents: When you check your eligibility, a soft credit inquiry occurs to verify your identity and determine your eligibility for financing. A soft credit inquiry doesn’t affect your credit score. Flex Pay does not perform hard credit inquiries.
Canadian Residents: When you check your eligibility a soft credit inquiry occurs to verify your identity and determine your eligibility. A soft credit inquiry doesn't affect your credit score. However, when you accept an offer, a hard credit inquiry will be placed, which may impact your credit score.
I received an error at checkout, what should I do?
- If you receive an error message or can't complete your purchase because of technical issues, you are welcome to submit a new application.
Available inventory and prices on merchant sites can change frequently and could be the reason you are unable to complete your purchase. Contact the merchant for questions about their inventory and prices. You may reach us by emailing customercare@upgrade.com or by calling (844) 257-5400 between 5:00 AM to 7:00 PM (PST) seven days a week.
Can I apply for Flex Pay over the phone?
- No. Applications to pay over time for merchandise or bookings are made through our merchant partner's websites after selecting Flex Pay at checkout.
How do I contact Customer Support?
- Our Customer Support team is available seven days a week from 5:00 AM to 7:00 PM (PST) at (844) 257-5400. You can also send us an email at customercare@upgrade.com, or message us in the Dashboard.
How are my loan term offers determined?
- We look at a number of factors, including your credit information, purchase details, and more.
Can I purchase upgrades and add-ons through Flex Pay?
- Yes! You can use Flex Pay for upgrades, insurance, extended warranties, shipping, and more – it all depends on what the merchant offers at purchase. At checkout, the monthly payment amount you see reflects all eligible purchases you have in your cart.
Can I receive my items before paying off my purchase?
- Yes! As soon as the merchant has processed your purchase, it will be delivered to you by the merchant, even before you finish making your loan payments.
What kind of products and services can I purchase using Flex Pay?
- Flex Pay can be used to purchase a wide range of products and services from our travel partners and retailers. Click here to see a full list of our current partners.
Why choose Flex Pay?
- Flex Pay gives you the freedom to purchase what you want now and pay with fixed monthly payments. Buy now, pay later is often a better alternative to credit cards because we charge only simple interest while some credit cards charge interest on interest. Buy now, pay later also makes budgeting easy so you can manage your expenses over time rather than paying one large sum all at once.
Does Flex Pay charge any fees?
- No, we do not charge any fees on Flex Pay loans. That includes late fees and prepayment penalties.
Can I have more than one loan at a time?
- Yes—you can have more than one active loan at a time. Just know that each time you apply, we look at a number of factors including your credit information, purchase details, current loan activity, and more. Approval in the past does not guarantee future approvals.
Do you offer pre-approval?
- No, we do not offer pre-approval in Canada, though it may be available for US residents.
Approval occurs at the time of checkout, directly through our partners’ websites. To see if you may qualify for a loan, simply shop for your items and add them to your cart just like you normally would. When you are ready to check out, select Flex Pay as your payment method. To apply, you’ll need to provide some basic information like your mobile number, date of birth, and if you are a US resident, your Social Security Number. If you’re approved, finish checking out and you’re done.
How is my interest / APR determined?
- APRs may range from 0% to 35% for Canadian residents and 0% to 36% for US residents. APRs are based on a number of factors including your consumer credit information, purchase details, current loan activity, and more.
Where is Flex Pay available?
- Flex Pay is currently available throughout the United States and Canada.
I'm expecting a refund, when will the refund be applied to my account?
- Once we receive a refund from the merchant, we will apply it to your outstanding balance within 10 days.
If you receive a refund for more than the outstanding balance owed, we will credit back any excess funds to the method of payment used to make the initial payment. In the event that you no longer have that method of payment (e.g., you used a card that is no longer valid), we will work with you to issue an electronic refund.
You can check your refund status by logging into the Dashboard. If there is a pending refund, you will see a notification on the account page. A posted/processed refund will be reflected in your loan’s transaction history.
Please note, during the refund processing time, you are still required to pay your monthly payments and interest will still accrue.
How can I update the form of payment that I have on file?
- You can change your payment method by logging into the Dashboard, opening the menu, and selecting Payment Methods.
We recommend that you connect your bank account.
How do I make installment payments?
- You have the flexibility to make payments in a number of different ways.
Set up autopay to make sure you never miss a payment. Just log in to your Upgrade account and set up autopay in your dashboard.
For one time payments that you’ll make each month you can:
- Pay online in your Dashboard
- Pay by mail: send a personal cheque, cashier’s cheque, or money order.
Flex Pay
c/o Upgrade, Inc.
1080 Beaver Hall Hl Suite 200
Montreal, Quebec, H2Z 1S8, CanadaPay to the order of Upgrade, Inc.
Include your Account ID number in the memo How do I enable automatic monthly installment payments?
- To enroll in autopay, log in to your Upgrade account. You can either set up Autopay by viewing your loan details or you can set it up when you go to make a payment on your loan.
What do I do if I'm using a debt settlement company?
- If you're having trouble making your payments, please reach out to us before considering enrollment with a debt settlement company. We can answer your questions and discuss your options at no additional cost to you. You may reach us by emailing customercare@upgrade.com or by calling (844) 257-5400 between 5:00 AM to 7:00 PM (PST) seven days a week.
Debt settlement companies may encourage you to stop making your payments, which means your loan will accrue additional interest.
If you're already enrolled or plan to work with a debt settlement company, please email us your authorization to release information at customercare@upgrade.com.
What happens if I can't make a payment?
- We understand that unexpected life events happen. If you can’t make a payment, we encourage you to call our Customer Support Team. You may reach us by emailing customercare@upgrade.com or by calling <tel:18442575400>(844) 257-5400 between 5:00 AM to 7:00 PM (PST) seven days a week.
If your payment becomes more than 30 days past due, you may be subject to the following:
- You will owe additional interest and it will continue to accrue.
- No further financing through Flex Pay, nor Uplift will be available to you until your payments become current.
Why should I add my bank account?
- Adding your bank account is the preferred method of payment because it’s:
- Reliable! Electronic payments are a more reliable method than card payments.
- Faster! Flex Pay and Uplift partner with Plaid so you can sign into your bank account for instant verification.
- Easier! Don’t worry about expiration dates or daily limits.
What are my payment method options?
- Canadian residents can pay by direct debit from their bank account, Visa/MasterCard virtual debit, or cheque.
If paying by cheque, please make your cheque payable to Upgrade, Inc., and send to our Canada payment address:
Flex Pay
c/o Upgrade, Inc.
1080 Beaver Hall Hl Suite 200
Montreal, Quebec, H2Z 1S8, CanadaWe recommend linking your bank account via Plaid to make effortless, electronic payments. Plaid ensures your information is always secure and up-to-date.
Can I mail in a payment?
- Yes! Make your cheque payable to Upgrade, Inc. and send it to:
Flex Pay
c/o Upgrade, Inc.
1080 Beaver Hall Hl Suite 200
Montreal, Quebec, H2Z 1S8, Canada Can I make additional payments?
- Yes, you can make additional payments to pay down your balance or pay off your purchase in full. You can pay off your loan at any time without paying a penalty or fee.
Making additional payments won't change your monthly payment amount, but it will pay off your loan sooner and decrease the total amount of interest you pay over the life of your loan.
Is there a penalty for paying off my loan early?
- No, there are no prepayment penalties
My payment isn't going through, what should I do?
- First, check to see if the payment method on file is up to date by visiting the Dashboard. Is the correct billing address added? Is the expiration date correct? Is the account number entered correctly? Be sure to ensure all information is up to date.
If your payment method is current and your information is up to date, please contact your financial institution to confirm that payments are not being blocked. You may also contact us at customercare@upgrade.com.
When are my payments due?
- Payments are due monthly. Your due date is available in your account. We'll also send you emails and text messages to remind you.
When is my first payment due when booking a hotel?
- Your first payment will depend on your hotel's policy. You'll receive an email and an SMS once your payment schedule is ready. This could be at time of booking or closer to your check-in date.
The date of your first monthly payment is detailed on your payment schedule. If you choose a loan with a downpayment, we will also collect your down payment when your hotel requests payment from us.
You can also turn on Autopay in the Dashboard so you never miss a payment.
Can I change when I make my payments?
- You can't change when your loan payments are due, but you can delay a payment up to 15 days after your original payment date by signing in to the Dashboard. This request will not affect future payment due dates. You will be responsible for any additional interest that accrues.
Will I receive payment reminders from Flex Pay?
- Yes. We send reminders via both email and text before your monthly payment is due.
You can also turn on Autopay so you never have to worry about missing a payment.
I received notification that my payment failed. What do I need to do in order for my payment to be processed?
- A payment may fail for a variety of reasons. If your payment was not processed, sign in to your account and click on the Account tab at the top of the page. There, you can verify that the payment method on file is correct and up-to-date, or add a new payment method.
What if I don't pay?
- There can be consequences for not staying current or fulfilling the terms of the loan.
Flex Pay reserves the right to report payment delinquencies of 30 days or longer to one or more consumer reporting agencies in accordance with applicable law.
We understand that there can be unexpected life events so if you’re having trouble making your payments, we encourage you to call our Customer Support Team and speak with us about your situation. We will do everything we can to help you.
You may reach us by emailing customercare@upgrade.com or by calling (844) 257-5400 between 5:00 AM to 7:00 PM (PST) seven days a week.
How do I report fraudulent activity on my account?
- Please contact claims@upgrade.com immediately.
You are protected from purchases made without your authorization. We understand how concerning this can be and we are committed to helping you resolve the situation.
Learn more from Revenue Canada: Protect Yourself Against Identity Theft
How do I access my account?
- Simply log into the Dashboard to make payments and manage your account.
How can I see my loan details and payment history?
- All your loan information, including payment history, is available in the Dashboard.
How do I change the email, phone number, or address on my account?
- To update your contact information, call our Customer Support Team. You may reach us by emailing customercare@upgrade.com or by calling (844) 257-5400 between 5:00 AM to 7:00 PM (PST) seven days a week.
I am not receiving any emails from Flex Pay or Uplift.
- If you aren't getting any emails from either Flex Pay or Uplift, please check your ‘Spam’ or ‘Junk’ folder. If you still don’t see emails from us, you may reach us by emailing customercare@upgrade.com or by calling (844) 257-5400 between 5:00 AM to 7:00 PM (PST) seven days a week.
How can I update my form of payment on file?
- Sign in to your Dashboard and click on the Account tab. Under Manage Payment Methods, you can edit an existing payment method or add a new one.
We recommend that you connect your bank account- it’s a more reliable method than debit card payments.
What type of installment loans are offered through Flex Pay?
- Flex Pay offers no-interest and simple interest, closed-end installment loans, which means that interest accrues only on the principal of the loan and is not compounded on prior interest charges.
Are installment loans through Flex Pay fixed rate or variable rate?
- All loans through Flex Pay are fixed-rate.
Can I use a co-borrower?
- No. You cannot use a co-borrower, but you may book travel for someone else.
How do I apply?
- Shop for your items and add them to your cart just like you normally would. When you are ready to check out, simply select Flex Pay as your payment method. To apply, you’ll need to provide some basic information like your mobile number and date of birth, and if you are a US resident, your Social Security Number. If you’re approved, finish checking out and you’re done.
After completing my application and approving my installment loan, I noticed you charged me twice. Why am I seeing two payments?
- Some banks show multiple items on your account for your first payment. The first charge you see on your account is a pre-authorization and should go away automatically without resulting in a charge. The second is the actual charge to your account.
If the items on your account persist for many days, please contact our Customer Support Team. You may reach us by emailing customercare@upgrade.com or by calling (844) 257-5400 between 5:00 AM to 7:00 PM (PST) seven days a week.
What is a finance charge?
- A finance charge is funds paid to the lender for the cost of borrowing. Flex Pay does not charge fees, only interest.
Can I negotiate the rate of my loan terms?
- Loan terms are non-negotiable.
Can Flex Pay make an exception if I am not approved for an installment loan?
- Unfortunately, we can't make exceptions. Loan offers are based on your credit information, purchase details, and other factors.
Can I make changes to a purchase I made through Flex Pay?
- If you need to make changes to your purchase, please contact the merchant directly. If you make changes that decrease your purchase amount and the merchant provides a refund, we will apply the refund as described in your loan agreement.
Is this an installment loan?
- Yes, all loans through Flex Pay are installment loans, which means you repay the loan over time with a set number of scheduled payments. Some plans include interest while some are interest-free. Your payments are the same amount over the life of the loan and you can pay off your loan at any time without paying a penalty or fee.
How do I accept my installment plan?
- After you fill out a short application on the merchant’s website, you will see your offer displayed with terms and monthly payment amount if approved.
Confirm your offer and then finish your checkout process on the merchant’s website.
Is it possible to refinance my installment plan?
- No. We do not offer refinancing options.
I'm using Flex Pay to purchase a trip, do I need to be a traveler on the itinerary to apply?
- No. The person applying for the loan may differ from the person travelling on the itinerary. When completing the application, include the information of the person to whom the loan will be issued.
Can I use Flex Pay for a purchase I already made?
- In most cases, Flex Pay cannot be used for a purchase that has already been finalized. You’ll need to make a new purchase on one of our merchant partners’ websites.
However, in certain cases where purchases are made in advance and then paid for incrementally, for example a down payment then a final payment, you may be able to finance the remaining balance through Flex Pay. This will not cover any payments that have already been made. Availability depends on the merchant’s policy, so please refer to the merchant’s terms and conditions if you plan to use Flex Pay to finance a portion of a prior purchase.
Why wasn't my application approved?
- If your application is denied, we'll send you an email with the specific reason(s) why. That information will also be available in your Dashboard.
My purchase was cancelled, now what?
- If you are expecting a refund for your purchase, please forward your refund confirmation to us at customercare@upgrade.com. If you are expecting a credit or voucher, you can use those credits towards a future purchase. Simply continue making your monthly payments and use your credit voucher to make your next purchase when you are ready, based on your merchant provider’s guidelines.
How do I cancel/return my purchase?
- Contact the merchant directly to return your purchase. If your return is accepted, the merchant will send us the refund and we will apply the amount of your refund to the balance of your loan. If you receive a credit rather than a refund or are charged a cancellation fee, you will still be responsible for the outstanding balance. If the refunded amount is more than your outstanding balance, we refund that money to you.
I received a partial refund from the merchant, will this adjust my monthly payments?
- No, your monthly payment amount will not change. However, if Flex Pay receives a refund, we will apply the refund amount towards your principal balance, which will reduce the number of payments you will have to make.
What are your Privacy Policy and Terms of Use?
- You can read our Privacy Policy here and our Terms of Use here.
Or call us at
(844) 257-5400