We're committed to quick, fair resolutions. If something isn't right, here's how to raise a concern and how it moves up the chain for faster attention.
Choose the channel that works best for you. All complaints are tracked and resolved within defined timelines.
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.
Open Help & Support →If you prefer email, write to customercare@imoneypay.in from your registered email ID. Include your transaction ID and registered mobile number.
customercare@imoneypay.in →You'll receive a Ticket ID. Use it to track progress. Our team may reach out for more details if required.
Track Status →*Working hours: 10:00–18:00 IST, Mon–Fri, and 1st & 3rd Saturday (excluding public holidays)
If your concern isn't resolved at one level within the stated timeline, 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 📧 customercare@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 Mr. Abhinav Seth 📧 customercare@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 Mr. Rajat Saxena 📧 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* |
*Customers have recourse to the "Reserve Bank Of India – Integrated Ombudsman Scheme, 2021" for any unresolved grievances or dissatisfaction with their claims. You can file a complaint at cms.rbi.org.in or call the RBI Centralised Public Grievance Redress and Monitoring System at 14448.
If you suspect fraudulent activity on your iMoneyPay account — including unauthorized transactions, phishing attempts, or identity theft — act immediately. Your prompt reporting helps us protect you and other users.