Check what to do if you have a Laybuy account

Laybuy are a buy now, pay later company - they went into administration on 24 June 2024. 

If you have a Laybuy account, you won’t be able to buy anything online or in shops using Laybuy. 

You’ll still be able to log into your account to make updates - for example, if you need to update your credit or debit card details.

If you’re not sure if you have a Laybuy account, you can check by trying to log in. If you’ve forgotten your password, you can reset it on the sign-in page.

Check your account to see if you need to make any more repayments. Keep a record of what you owe - you can take a screenshot of your account information in case you need it.

Laybuy will continue to take payments from you until you've paid off what you owe.

If you miss a payment to Laybuy

The process for Laybuy letting you know you’ve missed a payment and charging you a late fee is still the same.

Laybuy will email you to let you know you missed a payment. They will try to take payment again 24 hours later - if this fails, they’ll charge you a £6 late fee. 

If you don’t make a payment within the next 7 days, they’ll charge you another late fee of £6. They’ll apply a maximum late fee of £24.

If you miss a payment, this could affect your credit rating. This might make it harder for you to get things like a loan or a mobile phone contract.

If your payment is more than 42 days late, Laybuy might give your details to a debt collection agency.

If you’re finding it difficult to pay back your debts, check your options for getting out of debt.

If you need to return something you bought using Laybuy

You can still return items you’ve bought using Laybuy. 

How you should return something will depend on whether you used Laybuy in a shop or online. 

You can return something in the same way as before Laybuy went into administration. However, you’ll first need to get in touch with the seller and Laybuy to ask how they’ll give you your money back.

If you’re waiting for a refund

This information might change - we're waiting for the administrators to tell us how refunds will be processed. We'll update this page when we know more.

First try to contact the seller to let them know you’ve returned an item - you can find their contact details on their website. Tell them you paid using Laybuy and ask them how they’ll return the money to you.

You should also try to contact Laybuy to let them know you’ve returned an item - tell them you’ve asked the seller how the money will be refunded.

Ask Laybuy to pause payments until the refund is processed. You can do this on the app. This will stop you from getting charged any late fees.

Don’t cancel any future payments through your bank. Laybuy might think you’ve missed a payment. 

Check how to pause your payments when you’ve returned an item on the Laybuy website.

There might be a delay in Laybuy updating your account because they’ve gone into administration. This means you should continue to make any payments to Laybuy until they can pause payments.

If you don’t keep making these payments, Laybuy could apply a late fee to your account.

If you’re struggling to get your money back

You could tell your card provider you want to make a ‘chargeback claim’ - this is where you ask for your money back. Your card provider might not accept the chargeback, but it’s worth asking.

Your card provider might call chargeback something else, for example 'disputed transactions'. If you ask for chargeback they’ll know what you mean.

Your card provider is the company that sends you your statements. You can find their contact details on their website. It's best to make a chargeback claim in writing.

When you contact them, you should ask for the amount you paid on this card - you won't get anything you paid by any other card or payment method.

If the chargeback is successful, your card provider will refund the money to either your card or bank account. 

If your card provider doesn’t accept the chargeback, or the claim isn’t successful, you should ask your card provider if they used the appeals process.

If your card provider has used the appeals process and it failed, you won’t be able to get your money back.

If your card provider says they won't appeal, you can complain to the Financial Ombudsman Service.

The Financial Ombudsman Service is independent. They’ll examine your case from both sides to reach a decision they think is fair. You still might not get your money back.

You can find out how to complain to the Financial Ombudsman Service on their website.

If a company you bought something from says you owe them money

You should let the company know you’re paying through Laybuy. Tell them you’ll continue to make your scheduled payments.

You should keep a record of the payments you’ve made to Laybuy. You can see these:

• in your Laybuy account

• on your debit or credit card statements

If you have any problems, contact Laybuy through their app or you can email them at help@laybuy.com.

If you have a problem with your Laybuy account

You might be able to contact Laybuy - it depends what the problem is.

If someone has used your account to buy something without your permission

This is fraud. Contact the credit or debit card provider you use for your Laybuy account. If money has been taken from your account, your bank can cancel your cards and send you a replacement.

You’ll also need to report the fraud to Laybuy through their app or you can email them at help@laybuy.com.

Check how to report fraud to your bank.

If your account is suspended

Laybuy can’t currently reactivate an account that’s suspended. If you need to make repayments, Laybuy will continue to take these from the card that’s linked to your account.

If you need to change the credit or debit card that’s linked to your account, you can email Laybuy at help@laybuy.com.