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The fastest route: your receipt

Every Paybeez transaction has a full receipt. Open your dashboard, go to History, and tap the transaction. From that receipt you can:

• See the live status — and for a pending transaction, tap Refresh status to re-query the operator directly rather than reading a cached value.
• Copy the Order ID and the operator reference.
• Tap Raise complaint — the transaction attaches itself to the ticket automatically and you get a ticket ID immediately, with no waiting on hold.

You can track any ticket later under Complaints → My complaints, or by entering the ticket ID.

Support channels

Registered office: House no. 1262, Block L, Mangolpuri, North West Delhi, Delhi 110083, India. Full company details are on the Contact page.

What to keep ready

Having these four things turns a ten-minute call into a two-minute one:

1. Registered mobile number — this is also your Customer ID.
2. Order ID from the Paybeez receipt.
3. Operator reference, if the transaction reached the operator. This is the only ID your telecom operator or biller can trace.
4. Date, time and amount of the transaction.

All four are on the receipt, and the Order ID and operator reference have Copy buttons next to them.

Common issues, solved

Amount debited but recharge or bill payment not done

Open the transaction and check the status first. If it says Failed, the amount is reversed to the source it came from. If it says Processing, tap Refresh status. If it says Successful but the operator has not credited you, raise a complaint with the reason “Amount debited, recharge not done” — that routes it straight to the settlement team with your transaction attached.

Transaction stuck on Processing

The operator has not confirmed yet. Tap Refresh status. Do notpay again — a duplicate can succeed alongside the first and leave you with two packs. If it has not settled within the operator’s window, raise a complaint.

Recharged the wrong number or wrong operator

Contact us immediately. A recharge already credited by the operator to another number generally cannot be reversed by us — it sits with the operator — but the sooner it is raised, the better the chance of a recall. Always confirm the number and detected operator on the review screen before paying.

Bill fetch shows no outstanding amount

Some billers do not expose a bill until it is generated, and top-up type billers (FASTag, prepaid meters) have no bill to fetch at all. In those cases you can enter the amount yourself and pay.

Refund not received

Reversals follow the route the money came in on. Points return immediately; a payment made through a gateway follows that gateway’s settlement cycle. See the Refund Policy for the applicable timelines, and raise a complaint with reason “Refund not received” if it is overdue.

Cannot sign in / OTP not received

Check network coverage and that DND settings are not blocking service messages, then request the OTP again after the resend timer. If it still does not arrive, call the helpline from a different number and keep your registered number handy.

Escalation path

Please move through the levels in order — each one has more context than the last.

1. Level 1 — Support. Raise a complaint in the app, or contact the helpline / support email. You receive a ticket ID.
2. Level 2 — Grievance officer. If the ticket is unresolved or you are dissatisfied with the outcome, write to grievance@paybeez.in quoting the ticket ID and what is still outstanding.
3. Level 3 — Bharat Connect (BBPS) grievance mechanism. Bill payments made through Bharat Connect can be escalated through the Bharat Connect complaint mechanism using the Bharat Connect reference on your receipt.
4. Level 4 — Your bank or card issuer for anything about the debit itself, and the relevant regulatory ombudsman scheme if it remains unresolved after the prescribed period.

Resolution timelines

• Ticket ID: issued instantly when you raise a complaint.
• First response: we aim for one working day.
• Bharat Connect complaints: resolved within 30 days, as required by the scheme. In practice most transaction disputes close far sooner.
• Reversals:Points return immediately; gateway refunds follow the gateway’s cycle as described in the Refund Policy.

What support will never ask you