Customer support
Payments, refunds and account help. Add your registered mobile number and the transaction reference for the quickest reply.
support@donepaywallet.com- Home
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Contact
Talk to a real person
A stuck payment, a refund, a question about the app or a business idea — every message is read and answered by our team, and each one gets a ticket number.
Escalate a complaint
Not happy with an answer? Our three-level escalation process has a fixed response time at every stage.
See how escalation worksBusiness enquiries
Want to work with DonePay or talk about distribution? Send us the details and we will come back to you.
Use the form belowSend us a message
Every message gets a ticket number. We acknowledge support requests within 48 hours.
Before you send
Three things that speed up a reply
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Quote your referenceFor anything payment-related, the DonePay transaction reference lets us find it straight away.
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Write from your registered emailIt lets us match your message to your account without extra checks.
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Never send your PIN or OTPWe will never ask for them, and we never need them to investigate anything.
Think your account is compromised?
Email us immediately with the subject line URGENT — Account Security so it is picked up first.
Quick answers
You might not need to wait for us
These come up often — your answer may already be here.
A payment failed but money left my wallet.
Declined payments are credited back to your wallet automatically, usually within minutes. If it has not come back, check the timelines in our Refund & Cancellation Policy, then write to us with the transaction reference.
My payment has been pending for hours.
Some operators confirm later, so pending payments usually settle within 24 to 48 hours. Please do not pay again — a second payment can go through as a duplicate that the operator treats as valid. If it is still pending after 48 hours, contact us with the reference.
I recharged the wrong number.
Once an operator accepts a recharge it is usually final. Write to us anyway — we will raise a recovery request where one is possible and give you the transaction evidence. See “Payments to the wrong details” in our Refund Policy.
Someone from “DonePay” asked for my OTP.
That is fraud. We never ask for your PIN, OTP, CVV or passwords — on any channel. Do not share them, and email us straight away with the subject line URGENT — Account Security.
How do I close my account and delete my data?
Email support@donepaywallet.com from your registered address. Any remaining balance is handled under our Refund Policy, and deletion follows the Your rights section of our Privacy Policy.