Customer Help Center

By accepting the loan agreement you have agreed to the terms of the financing subject to final checks. Before checkout is completed, final checks are run. Unfortunately we cannot share a specific reason for why your loan application was declined. Rest assured since your order was not completed, your loan was not issued and there has been no impact to your credit score.

PayPlan by RBC has its own identity verification process that may be different from other types of credit applications. In some cases failure to verify identity could result from a mismatch between the information you have provided with the information that is on your credit bureau profile. Some examples of this may include but are not limited to:

1) A spelling error in the information you provided in your application
2) A mismatch between the information in your application (ex. Address, name) and the information on your credit bureau profile

Unfortunately we cannot share the specific reason for the identity verification failure, or any of the other elements that are part of our identity verification process.

PayPlan by RBC has its own credit granting criteria which may be different from the credit granting criteria for other types of credit applications. Each credit product is subject to its own standard credit granting criteria. Unfortunately we cannot share a specific reason for the decline, or any of the other factors that are part of our confidential credit underwriting requirements.

PayPlan by RBC has its own credit granting criteria which may be different from the credit granting criteria for other types of credit applications. Each credit product is subject to its own standard credit granting criteria. While credit score is a factor that is considered when qualifying you for a PayPlan loan, it is not the only factor we look at.

Some of the other factors may include but are not limited to:
Credit Score, Prior Credit History, Prior bankruptcies, and other factors.

Unfortunately we cannot share a specific reason for decline, or any of the specific factors that are part of our confidential credit underwriting requirements.

PayPlan by RBC has its own credit granting criteria that may be different from other types of credit applications. Each credit product is subject to its own standard credit granting criteria. There are a few reasons you may have been declined due to PayPlan’s credit granting criteria. Some of these include:

1) You may have asked the credit bureaus to put an alert on your profile that prevents us from extending you credit during your online application
2) You may not meet our minimum credit granting requirements

PayPlan by RBC applicants must be Canadian residents and over the age of 18 in; Alberta, Manitoba, Ontario, Prince Edward Island, Saskatchewan or over the age of 19 in; British Columbia, New Brunswick, Newfoundland and Labrador, Northwest Territories, Nova Scotia, Nunavut, Yukon Territory. Quebec residents will not be eligible until later in 2020. Applicants must also have a valid mobile number and email address. PayPlan by RBC must be able to verify your identity.

For information about the expected shipping timeline of your order, please check directly with the retailer where you made your purchase.

Your payment will be due no fewer than 30 days after the retailer has notified RBC of your completed order.

You can receive a token code at the mobile phone number, or the email address, associated with your PayPlan by RBC account. If you are experiencing difficulty with one method, please try the other ensuring you have a strong cell signal for phone and also checking your spam for email. Please note, if you have attempted and failed to input your token 5 times, your account may be locked. Please wait at least 15 minutes before retrying.

When you request a new token code, it will invalidate a previously requested token code. Token codes will expire in approximately 15 minutes. If your token code expires, please request a new one.

Down payments are not accepted with PayPlan by RBC financing. However, once you’ve taken out a loan, you can prepay at any time without penalty which may shorten the duration of your loan.