iMoneyPay — India's Trusted RBI Authorised Payment Gateway
📅 Updated: April 09, 2026
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🛡️ Grievance & Support

Raise a Complaint

Having an issue with the iMoneyPay App? We're here to help. Submit a ticket, email us, or track your complaint — we respond within 24 hours.

How to Raise a Complaint

3 Easy Ways to Get Help

Choose the channel that works best for you. All complaints are tracked and resolved within defined timelines.

1

📱 In-App / Web Ticket

Go to Help & Support in the iMoney Pay app or use the web portal to create a ticket. Attach screenshots, transaction IDs, and a short description of your issue.

Open Help & Support →
2

📧 Email Support

Prefer email? Write to customercare@imoneypay.in from your registered email ID. Include your registered mobile number and transaction details for faster resolution.

customercare@imoneypay.in →
3

🔍 Track Your Ticket

You'll receive a Ticket ID after submitting. Use it to track your complaint's progress. Our team may reach out for more details if required.

Track Complaint →
24 hrs
Initial Response Time*
Mon–Sat
10:00–18:00 IST Working Hours
30 Days
Max Resolution (RBI Mandate)

*Working hours: 10:00–18:00 IST, Mon–Fri, and 1st & 3rd Saturday (excluding public holidays).

Grievance Redressal

RBI-Mandated 3-Level Escalation

If your complaint is not resolved satisfactorily, escalate through our 3-level grievance redressal mechanism as per RBI guidelines.

Level 1

Customer Support

Submit via in-app Help & Support or email customercare@imoneypay.in. First response within 24 working hours.

Level 2

Grievance Officer

If unsatisfied with Level 1 resolution, escalate to our designated Grievance Officer. Resolution within 15 working days.

Level 3

RBI Ombudsman

If still unresolved, approach the RBI Ombudsman for Payment System Participants (OPSP) at cms.rbi.org.in.

Escalation Matrix

Structured Grievance Escalation

If your concern isn't resolved at one level within the stated timeline, you may escalate to the next level with your Ticket ID and previous communication.

Level Contact How to Reach Scope Expected TAT
L1 – Customer
Support		 Support Team
care@imoneypay.in
011-42219595 		In-app ticket (Help & Support) or email. Share Ticket/Txn ID. General queries, refunds, payment failures, account issues, card issues, KYC. Response: within 24 hrs
Resolution: 3–5 working days*
L2 – Grievance
Officer		 Grievance Officer
support@imoneypay.in 		Email with Ticket ID and details of prior correspondence. Matters unresolved at L1 or requiring additional verification. Response: 24–48 hrs
Resolution: up to 7 working days*
L3 – Nodal
Officer		 Nodal Officer
nodal@imoneypay.in 		Email with complete case summary, Ticket ID, and L1/L2 replies attached. Cases pending beyond L2 timelines or exceptional matters. Response: 48–72 hrs
Resolution: up to 15 working days*

* Customer has recourse to "Reserve Bank Of India – Integrated Ombudsman Scheme, 2021" for any unresolved grievances or dissatisfaction to their claims.

🧑‍💼
Level 1
Customer Care
📧 care@imoneypay.in 📞 011-42219595
Response Time: 3 Business Days
→
👨‍⚖️
Level 2
Grievance Officer
Mr. Abhinav Seth
📧 support@imoneypay.in
Response Time: 7 Business Days
→
🏛️
Level 3
Nodal Officer
Mr. Rajat Saxena
📧 nodal@imoneypay.in
Response Time: 15 Business Days

Still Need Help?

Our support team is ready to assist you. Reach out via any channel above.

📧 Email customercare@imoneypay.in
🏛️ RBI & PCI DSS Complaints

Regulatory Complaint Escalation

As per RBI PA Guidelines and PCI DSS standards, here are the official escalation channels for unresolved PA/PPI product complaints.

🏛️

PA Product Complaint — RBI

If your Payment Aggregator (PA) related complaint — payment failure, refund delay, settlement issue — is not resolved within 30 days, you can escalate to:

RBI Integrated Ombudsman Scheme, 2021
🔗 cms.rbi.org.in →
Helpline: 14448 (Toll Free)
Reference: RBI/DPSS/2019-20/174, DPSS.CO.PD.No.1810/02.14.008/2019-20 (PA Guidelines)
🔐

PCI DSS / Data Security Complaint

For complaints related to card data security, unauthorized card data access, or PCI DSS compliance violations:

Report to iMoneyPay Security Team
📧 nodal@imoneypay.in →
Response within 2 hours (as per RBI mandate)
Standards: PCI DSS Level 1 Certified · ISO 27001 · RBI Data Localisation Compliant
🎁

PPI Product Complaint (Wallet / Card)

For complaints related to iMoneyPay Wallet, Gift Cards, or GPR Prepaid Cards — unauthorized transactions, failed loads, or card issues:

RBI PPI Master Directions & Ombudsman
🔗 cms.rbi.org.in →
Helpline: 14448
Reference: RBI Master Directions on Issuance and Operation of Prepaid Payment Instruments
⏱️

RBI Mandated TAT for Failed Transactions

UPI Failed TransactionT+1 day
IMPS Failed TransactionT+1 day
Card Transaction (PoS/eComm)T+5 days
PPI Wallet FailedT+1 day
Compensation: ₹100/day for delay beyond TAT (as per RBI Harmonisation Circular)