Talk to us
A stuck transaction, a refund, a question about the app, or a partnership idea — there is a real person at the other end of every message.
Customer support
Transactions, refunds, account help. Include your registered mobile number and the transaction reference for the fastest answer.
support@youpaywallet.comGrievance escalation
Not satisfied with a resolution? Escalate through our three published levels, each with a defined response timeline.
Read the escalation process →Business & partnerships
Building something that could work with YouPay Wallet, or want to talk distribution? Send us the details and we will come back to you.
About YouPay Wallet →Write to us
Every message is read and answered. We acknowledge support requests within 48 hours.
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Include your reference numberFor anything transaction-related, the YouPay reference lets us find it immediately.
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Use your registered emailIt helps us match your message to your account without extra verification steps.
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Never send your PIN or OTPWe will never ask for them, and we do not need them to investigate anything.
These come up a lot
You may find your answer here faster than waiting for a reply.
My payment failed but the money left my wallet. What now?
Failed transactions are credited back to your wallet automatically, usually within minutes. If it has not returned, check the timelines in our Refund & Cancellation Policy and then write to us with the transaction reference number.
My transaction has been pending for hours.
Some operators confirm asynchronously — pending usually settles within 24 to 48 hours. Please do not retry the payment, as that can create a duplicate the operator will treat as valid. Contact us with the reference if it is still pending after 48 hours.
I recharged the wrong mobile number.
Once an operator accepts a recharge it is generally final. Write to us anyway — we will raise a recovery request where a mechanism exists and give you the transaction evidence. See section 7 of the Refund Policy.
Someone claiming to be from YouPay asked for my OTP.
That is a fraud attempt. We never ask for your PIN, OTP, CVV or passwords through any channel. Do not share them, and email us immediately with the subject line "URGENT — Account Security".
How do I delete my account and my data?
Write to support@youpaywallet.com from your registered email address. Any remaining balance is handled under the Refund Policy, and data deletion follows section 9 of our Privacy Policy.