Support
Support Policy
This policy describes the support NepaliPay provides, how to reach us, and what response times you can expect. For dispute handling and chargebacks, see our Support & Dispute Policy.
1. How to reach us
- Primary: support@nepalipay.com for everything (account access, transactions, technical issues, abuse reports)
- Privacy & data requests: privacy@nepalipay.com
- Security disclosures: security@nepalipay.com (please follow coordinated disclosure)
- Legal: legal@nepalipay.com
We do not offer phone support. Email is the only channel where we can verify your identity safely. Please email from the address tied to your NepaliPay account.
2. Scope of support
We help with:
- Account access (sign-in, password reset, two-factor recovery)
- Transaction history and balance discrepancies
- Stuck or failed deposits, withdrawals, and transfers
- Bug reports and crash investigation
- Abuse, harassment, or content-moderation reports
- Account closure and data export
We can’t help with:
- Recovery of lost device-side keys (recovery phrase, biometric secrets)
- Reversing on-chain stablecoin transactions to external wallets — the blockchain is final
- Tax advice (your transactions are exportable; consult a local tax professional)
- Counter-party disputes with people you sent money to (see Dispute Policy)
3. Response times
We aim to respond to every email within these targets. Targets are not guarantees; volume and complexity may shift them.
- Account locked / cannot sign in: first response within 4 business hours
- Stuck transaction or balance issue: first response within 8 business hours
- Abuse or safety reports: reviewed within 24 hours; urgent threats escalated immediately
- Bug reports / general questions: first response within 1–2 business days
- Privacy / data-subject requests: resolved within 30 days
4. What to include in a support email
- The email tied to your account
- Your username (not your full name — usernames are stable identifiers)
- Device + OS (e.g. “iPhone 14, iOS 18.2”) and app build number (Settings → About)
- What you tried, what you expected, what actually happened
- Screenshots or screen recording if relevant
- For transaction issues: the transaction ID (Wallet → tap the row → copy ID)
5. Account verification
For anything that touches money, identity, or account access, we will verify your identity before acting. This typically means confirming details only the account owner would know (recent transaction amounts, last login device, etc.). We will never ask for your password, full card number, or transaction PIN.
6. Escalation
If your issue isn’t progressing, reply to the existing thread asking for escalation. Mention “escalate” in the subject. Senior support routes via the same inbox; please don’t open duplicate tickets.
7. In-app self-service
Many things can be solved without contacting us:
- Password reset: sign-in screen → “Forgot password”
- Transaction PIN reset: Me → Security → Reset PIN (requires biometric or password)
- Data export: Me → Privacy → Export my data
- Account deletion: Me → Delete Account (see nepalipay.com/deleteaccount)
- Block / report a user: long-press their message or visit their profile → Report