Help & Support

The fastest way to reach PrebPay is by email or phone. Our team answers recharge, bill-payment, wallet and API queries on all working days.

• Email: support@prebpay.in
• Phone: 8116613429
• In-app: open History, select the transaction and choose “Raise complaint”.
• Business & API partnerships: mention your company name and the services you need in the first mail.

Sharing these details in your first message helps us resolve the issue in a single reply.

• Your registered mobile number or partner ID.
• Transaction ID / order ID, and the BBPS reference ID for bill payments.
• Date, amount and the operator, biller or beneficiary involved.
• A screenshot of the error or the transaction receipt, where available.

• Recharge failed but amount debited: the amount is refunded to your PrebPay Wallet automatically, usually within a few minutes and up to 24 hours.
• Transaction stuck in pending: operators can take time to confirm. The status updates on its own, and a failed confirmation triggers an automatic refund.
• Money added to the wallet is not showing: gateway payments are auto-reconciled, generally within 24 hours.
• Recharge done on a wrong number or consumer ID: successful transactions delivered as entered cannot be reversed, so please double-check details before paying.
• Login or OTP not received: check network coverage and SMS filters, then retry after a minute. Write to us if the OTP still does not arrive.

Complaints can be raised from the app or by writing to us. For bill payments made over Bharat Connect (BBPS), the complaint is also registered on the Bharat Connect network against your BBPS reference ID, and you receive a complaint ID to track it.

• In the app: History, select the transaction, then “Raise complaint”.
• By email: send the transaction details listed above to support@prebpay.in.
• By phone: call 8116613429 during working hours.

• First response: within 24 working hours of your request.
• Recharge and wallet issues: usually resolved within 24–48 working hours.
• Bharat Connect (BBPS) bill-payment disputes: as per NPCI timelines, generally T+1 working day after confirmation.
• Refunds to a bank account or card: 5–7 working days, depending on your bank.

If your complaint is not resolved within the timelines above, reply on the same email thread with the word “Escalate” and your complaint ID. It is then reviewed by our grievance team, whose company and contact details appear at the bottom of this page. Bill-payment disputes may additionally be escalated through the Bharat Connect complaint mechanism using your BBPS reference ID.

• PrebPay never asks for your PIN, password, OTP, CVV or card details — not on call, email, SMS or WhatsApp.
• Refunds are always credited to the original source; we never ask you to transfer money to “receive” a refund.
• Use only support@prebpay.in and the phone number listed on this site; treat any other “support number” found online as fraudulent.
• Never install screen-sharing or remote-access apps on a support call.

• About us — who we are and what we do.
• Terms & Conditions — rules for using PrebPay.
• Privacy Policy — what data we collect and why.
• Refund & Cancellation Policy — refund cases and timelines.
• Delete Account — how to close your account and what happens to your data.