Help
Support
Quote a transaction reference and you get an answer about that transaction. That sounds obvious. It is not how most payment support works.
support@trustpay.example — for anything that needs a paper trail
Phone
Business hours, for anything urgent enough to warrant it
Dashboard
Raise a ticket against a specific transaction, with context attached
Scope
What we can fix, and what we can't
A lot of support time is spent routing people to the right place. This is the split.
We handle
- Transactions that failed, are pending, or settled incorrectly
- Settlements that have not arrived on the expected cycle
- Integration and API questions
- Dashboard access, roles and permissions
- Chargeback notifications and evidence submission
- Onboarding documentation and KYC queries
The seller handles
If you paid a business through TrustPay, we processed the payment — we did not sell you anything. These go to them.
- Whether goods or services were delivered
- Whether a refund is due under the seller's own policy
- Order status, shipping and returns
- Pricing disputes with the seller
Faster answers
What to include
- Transaction reference, order ID or UTR
- Date and amount
- The payment method used
- What you expected to happen, and what happened instead
- Any error message or reason code shown
- Your earlier ticket reference, if you are escalating
Not resolved
Escalating
If support has not sorted it, there is a formal route with named officers, stated turnarounds, and an end point at the Reserve Bank of India.
Grievance redressal