Scores reflect the Overall AI Score for each category
Based on recent customer reviews, PayFast presents a sharply divided experience. Merchants consistently praise individual specialists who resolve queries quickly on a single call, yet a recurring theme is prolonged account verification, unanswered emails and funds held back without a confirmed payout date. Strong agent moments sit alongside systemic onboarding, communication and settlement failures that leave small businesses unable to access their own revenue.
Top Strengths:
- •Customer Service & Professional Guidance: Named consultants, most often Torique, plus Byron, Tiffany, Jade D, Sharon, Anastacia and Kamo, are repeatedly described as patient, knowledgeable and willing to go the extra mile, frequently resolving long standing issues within minutes.
Replied to 95% of negative reviews
Reply time on negative reviews: 17h 45m
TrustIndex
5.5
Ranking
#11
in Payments & Fintech
Reply Time
11h 50m
NPS Score
-30
Recommended: Unlikely
Replied to 95% of negative reviews
Reply time on negative reviews: 17h 45m
Nov '25 - Oct '26
Frequently Asked Questions About PayFast
What do customers say about PayFast?
Based on recent customer reviews, PayFast presents a sharply divided experience. Merchants consistently praise individual specialists who resolve queries quickly on a single call, yet a recurring theme is prolonged account verification, unanswered emails and funds held back without a confirmed payout date. Strong agent moments sit alongside systemic onboarding, communication and settlement failures that leave small businesses unable to access their own revenue.
What is PayFast's biggest strength?
PayFast's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Professional Guidance. Named consultants, most often Torique, plus Byron, Tiffany, Jade D, Sharon, Anastacia and Kamo, are repeatedly described as patient, knowledgeable and willing to go the extra mile, frequently resolving long standing issues within minutes.
What are the most common complaints about PayFast?
The most common complaint about PayFast, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Merchants report emails ignored for days or weeks, committed 24 to 48 hour feedback windows missed, promised manager callbacks that never arrive and tickets closed automatically without contact from risk or compliance.
How does PayFast compare to other Payments & Fintech companies?
PayFast scores 2.1 out of 5 on Hellopeter's AI analysis of service quality in Payments & Fintech, compared to the Payments & Fintech industry average of 2.6. Their strongest theme is Customer Support (2.4); their weakest is Account Security (1.5). The top AI-rated Payments & Fintech business on Hellopeter is mama money (4.1). How is the AI Score calculated? →
Is PayFast trustworthy?
PayFast has a TrustIndex of 5.5 out of 10 on Hellopeter, based on 112 reviews in the last 12 months. They reply to 95% of negative reviews, typically within 17 hours 45 min. Hellopeter has tracked PayFast across 1,189 total reviews. How is the TrustIndex calculated? →
Recent reviews (112)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2016
Customer Perspective
I applied based on a recommendation I received. I submitted the required documents as outlined in the application. My frustration was that the process timeline is not communicated to the clients. If you can explain to the clients that after your initial submission or additional requests tour CRM turnaround is 72 hours, I am sure this would eliminate a large amount of frustration experienced by clients. I am very happy with the service I received from Ebrahim, Rushjaan and Zerique. Thank you to the Payfast Team
1 reviews | Active since May 2016
Customer Perspective
I applied based on a recommendation I received. I submitted the required documents as outlined in the application. My frustration was that the process timeline is not communicated to the clients. If you can explain to the clients that after your initial submission or additional requests tour CRM turnaround is 72 hours, I am sure this would eliminate a large amount of frustration experienced by clients. I am very happy with the service I received from Ebrahim, Rushjaan and Zerique. Thank you to the Payfast Team
1 reviews | Active since Mar 2009
very expensive service with much delayed payments
Very expensive service with much delayed payments. The service fees are very high per transaction (about R100 per payment for less than 3k payments) . And takes up to 5 days before payout happens. For my business this is not viable anymore.
1 reviews | Active since Mar 2009
very expensive service with much delayed payments
Very expensive service with much delayed payments. The service fees are very high per transaction (about R100 per payment for less than 3k payments) . And takes up to 5 days before payout happens. For my business this is not viable anymore.
1 reviews | Active since Feb 2017
Absolutely amazing service tooriq, swift with assistance and resolving my query
Absolutely amazing service tooriq, swift with assistance and resolving my query
1 reviews | Active since Feb 2017
Absolutely amazing service tooriq, swift with assistance and resolving my query
Absolutely amazing service tooriq, swift with assistance and resolving my query
1 reviews | Active since Oct 2026
I recently received assistance from Tourique at PayFast and I must commend him for his excellent ...
I recently received assistance from Tourique at PayFast and I must commend him for his excellent service. He was knowledgeable, friendly, and went above and beyond to assist me. It is rare to receive such dedicated customer support these days. I highly recommend Tourique and will definitely continue using PayFast.
1 reviews | Active since Oct 2026
I recently received assistance from Tourique at PayFast and I must commend him for his excellent ...
I recently received assistance from Tourique at PayFast and I must commend him for his excellent service. He was knowledgeable, friendly, and went above and beyond to assist me. It is rare to receive such dedicated customer support these days. I highly recommend Tourique and will definitely continue using PayFast.
1 reviews | Active since Mar 2023
Outstanding Support and Exceptional Service
I have had the pleasure of working with Fawwaz Salie on numerous occasions, and he has consistently gone above and beyond to assist whenever we experience payment gateway glitches or require urgent support. He is always available to help, responds quickly, and ensures that issues are addressed efficiently. What stands out most is his calm, professional, and collected approach, even during urgent situations. He takes ownership of issues, communicates clearly, and follows through until a resolution is achieved. A recent payment issue required immediate attention, and both Fawwaz and Byron Adams provided outstanding assistance. Their prompt response allowed us to retest successfully, and the payment went through without any further issues. It is refreshing to work with professionals who genuinely care about their clients and deliver such a high standard of service. Thank you for your dedication, support, and excellent customer service. Rufus Rabothata Front Office Manager African Hills Safari Lodge & Spa
1 reviews | Active since Mar 2023
Outstanding Support and Exceptional Service
I have had the pleasure of working with Fawwaz Salie on numerous occasions, and he has consistently gone above and beyond to assist whenever we experience payment gateway glitches or require urgent support. He is always available to help, responds quickly, and ensures that issues are addressed efficiently. What stands out most is his calm, professional, and collected approach, even during urgent situations. He takes ownership of issues, communicates clearly, and follows through until a resolution is achieved. A recent payment issue required immediate attention, and both Fawwaz and Byron Adams provided outstanding assistance. Their prompt response allowed us to retest successfully, and the payment went through without any further issues. It is refreshing to work with professionals who genuinely care about their clients and deliver such a high standard of service. Thank you for your dedication, support, and excellent customer service. Rufus Rabothata Front Office Manager African Hills Safari Lodge & Spa
1 reviews | Active since Sept 2026
I'm not happy with their service
Double transaction for a single purchase On the 10th Sept 2026 payfast made duplicate transaction on my bank account when I purchased on True Organic Juice Company I have a proof which my bank statement and duplicate amount deducted from the statement I've been trying to call them.
1 reviews | Active since Sept 2026
I'm not happy with their service
Double transaction for a single purchase On the 10th Sept 2026 payfast made duplicate transaction on my bank account when I purchased on True Organic Juice Company I have a proof which my bank statement and duplicate amount deducted from the statement I've been trying to call them.