Uplift is becoming 
Payments and refunds.
Toggle Now that you’re Flex Pay by Upgrade, will my loans through Uplift be affected?Title
Your current loans won’t be affected by our Flex Pay rebrand. Any active loans you have through Uplift will stay the same with the same payment dates, payment amounts, and interest rate. Nothing will change but our name.
We suggest enabling Autopay and linking a bank account so you never miss a payment.
I’m expecting a refund, when will your apply the refund to my account?
Once we receive a refund from the merchant, we will credit it to your account within 10 days.
If you receive a refund for more than the balance owed, we will credit back all remaining 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 In the event that you no longer have that method of payment (e.g., you used a card that is no longer valid), we will work with you to issue an electronic refund.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 borrower’s portal at pay.uplift.com. If there is a pending refund, you will see a notification on the account page. A posted/confirmed refund will be available in your transaction history under your loan.
Please note, loan payments due during the refund processing time are still required and interest will still accrue.
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 downpayment when your hotel requests payment from us.
You can also turn on Autopay at pay.uplift.com so you never miss a payment.
How can I update the form of payment that I have on file?
Sign in to your account at pay.uplift.com 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.
How do I make installment payments?
You can make a payment anytime by visiting pay.uplift.com and clicking on the Loans tab. From there, click the Make a Payment button.
We recommend that you enable Autopay at time of purchase so that your payments are automatically deducted each month.
If you don’t have Autopay enabled, visit pay.uplift.com, click on the Accounts page, and set the Autopay toggle to ON.
You can also change the form of payment on file at any time by visiting pay.uplift.com.
How do I enable automatic monthly installment payments?
Sign in to your account at pay.uplift.com, click on the Account page and set the Autopay toggle to ON.
How do I turn off automatic monthly installment payments?
To turn OFF Autopay, please call Customer Support. 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 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 Monday – Friday 5AM – 7PM PT (Pacific Time), Saturday & Sunday 6AM – 5PM PT (Pacific Time).
Debt settlement companies may encourage you to stop making your payments, which means your loan will accrue additional interest. For US residents, we’re required by law to report all account experiences—positive and negative—to one or more of the credit bureaus. What’s reported to credit bureaus doesn’t change if you’re working with a debt settlement company, and we still must follow our policy on good faith updates. We will still follow our charge-off policy if your loan becomes 120+ days past due.
Please note that credit reporting does not apply to Canadian residents.
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 (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:
– If you’re a US resident, your delinquent payments will be reported as late to the credit bureaus. Please note that credit reporting does not apply to Canadian residents.
– 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:
-More 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.
How do I switch default payment methods?
Sign in to your account, and navigate to the Account tab. Click the Make Default button next to a payment method to make it the default method.
What are my payment method options?
Customers from the United States can pay by either bank account, debit card, or check.
We recommend linking your bank account via Plaid to make effortless, electronic payments. Plaid ensures your information is always secure and up-to-date and you never have to worry about lost or stolen cards.
If paying by check, please make your check payable to Upgrade, Inc., and send it to our U.S. office address:
Flex Pay
℅ Upgrade, Inc.
2 N Central Ave., 10th Floor
Phoenix, Arizona 85004
Customers from Canada can pay by direct debit from their bank account, Visa/MasterCard virtual debit, or cheque.
We recommend linking your bank account via Plaid to make effortless, electronic payments. Plaid ensures your information is always secure and up-to-date and you never have to worry about lost or stolen cards.
If paying by cheque, please make your cheque payable to Upgrade, Inc., and send to our Canada office address:
Flex Pay
℅ Upgrade, Inc.
1080 Beaver Hall Hl Suite 200
Montreal, Quebec H2Z 1S8
Can I mail in a payment?
Yes! Make your check payable to Upgrade, Inc. and send it to our Canada office address:
Payable to:
Flex Pay
℅ Upgrade, Inc.
1080 Beaver Hall Hl Suite 200
Montreal, Quebec H2Z 1S8
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 pre-payment 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 Member Portal. 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 cutomercare@upgrade.com.
When are my payments due?
Payments are due monthly. Your due date is available in your account at pay.uplift.com. We’ll also send you emails and text messages to remind you.
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 pay.uplift.com. 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 / Uplift?
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 at pay.uplift.com 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?
A loan is just like financing a car or a house. There can be severe consequences for not staying current or fulfilling the terms of the loan.
Flex Pay and Uplift reserve 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 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 Monday – Friday 5AM – 7PM PT (Pacific Time), Saturday & Sunday 6AM – 5PM PT (Pacific Time).
How do I report fraudulent activity on my account?
Please contact fraud@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.
To report fraudulent activity, please submit the following documentation:
- FTC Identity Theft Affidavit – this form must be printed and notarized.
- File a police report with your local jurisdiction.
Please send copies of both documents to Uplift via email at fraud@upgrade.com or by mail to:
Flex Pay
℅ Upgrade, Inc.
2 N Central Ave., 10th Floor
Phoenix, Arizona 85004
To report identity theft, please click here. https://forms.uplift.com/identityTheft.
To report card theft, please click here. https://forms.uplift.com/cardTheft
For information about how to protect yourself against identity theft and how to respond if it happens, visit the government website on identity theft.
Online account access.
I already have an Upgrade account. Will anything change?
For now, nothing will change. Eventually you will be able to access both your Upgrade dashboard and your Uplift and/or Flex Pay loans all in one place.
What will happen to my Uplift account when Uplift becomes Flex Pay?
When we’ve completed our rebrand, your account will be moved to Upgrade.com. From there, you’ll make payments as usual. In fact, if you have Autopay on, you’ll just need to sign in and confirm your identity once we’re ready to make the switch. Don’t worry, we’ll send an email with instructions when this happens.
Otherwise, your loan terms including payment amounts, payment dates, and interest rates, will all stay the same.
How do I access my account?
Visit pay.uplift.com and use the mobile number associated with your account to sign in. We’ll text you with a passcode.
How can I see my loan details and payment history?
To see your loan details and payment history, sign in to your account at pay.uplift.com and click on the Loans tab.
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 Monday – Friday 5AM – 7PM PT (Pacific Time), Saturday & Sunday 6AM – 5PM PT (Pacific Time).
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 Monday – Friday 5AM – 7PM PT (Pacific Time), Saturday & Sunday 6AM – 5PM PT (Pacific Time).
How can I update my form of payment on file?
Sign in to your account at pay.uplift.com 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.
How can I verify my identity?
If you need to verify your identity, please click here.
How do I report my Bankruptcy filing?
To report bankruptcy, please click here.
How do I report the death of a borrower?
To report the death of a borrower, please click here.
How installments work.
What type of installment loans are offered through Flex Pay / Uplift?
Flex pay and Uplift offer no-interest and simple interest loans, which means that interest is paid only on the principal of the loan, and not on any interest from previous periods of the loan.
Are installment loans through Flex Pay and Uplift fixed rate or variable rate?
All loans through Flex Pay and Uplift are fixed-rate.
Can I use a co-borrower?
No. You cannot use a co-borrower.
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 or Uplift 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.
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 any fee paid to the lender for the cost of borrowing. This charge can include a one-time fee, such as an origination fee, or interest accrued on the loan amount. Flex Pay and Uplift do not charge fees, only interest.
Can I negotiate the rate of my loan terms?
Loan terms are non-negotiable.
Can Flex Pay or Uplift 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 or Uplift?
If you need to make changes to your purchase, please contact the merchant directly. The changes may affect your loan balance.
Is this an installment loan?
Yes, all loans through Flex Pay and Uplift 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.
Click the “Confirm and complete purchase” button 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 / Uplift 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 traveling 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 or Uplift for a purchase I already made?
In most cases, Flex Pay and Uplift 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 or Uplift. This will not cover any payments that have already been made. Availability depends on the partner’s policy, so please refer to the partner’s terms and conditions if you plan to use Flex Pay or Uplift to finance part of a completed 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 account at pay.uplift.com.
My purchase was canceled, 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 or Uplift 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 is your Privacy Policy and Terms of Use?
You can read our Privacy Policy and Terms of Use