Paytm Customer Care

Paytm facilitates its users with a customer service hotline to contact their team of customer service. In case anyone has an issue or complaint regarding their products and services, simply dial the following numbers:

• 0120–3888–388 (Toll-free)
• 9643979797

The number is quickest way to directly get in touch with Paytm’s customer service representatives. At this number a team of customer service is available 24*7 to assist Paytm users with anything. The number is available for 24*7 for the customer’s convenience; however, the team of customer service contact their customers only between 10 AM to 8 PM. For the ease of customers, the helpline is available in both English and Hindi languages.

The Paytm users who have a query regarding Paytm’s products or services can also call on the following 27*7 helpline numbers:

Queries Regarding	Contact Numbers
Paytm Bank & Wallet	011 3399 6699
Payments, Movies & Others	0120 3888 388
Flights	7053111905
Bus	9555123123
Trains	9555395553
Hotels	7053111905

The Paytm users may even write their complaints and queries regarding Paytm’s products or services and send them via email at the following email addresses:

Queries Regarding	Contact Numbers
Support	support@one97.com
Customer Queries	https://paytm.com/care
Privacy and Security Queries	CyberCell@Paytm.com

If the customers cannot reach the Paytm’s customer service team over the call, they can post their query online at the Paytm’s official website. To do so follow these steps:

• Go to https://paytm.com/care/ticket.
• Under the “Help us understand your concern” heading, the customers may select anyone of the options that seems appropriate according to the query or issue they wish to get addressed.
• After making the selection, they will be either required to login or signup for Paytm Wallet or get further options to select.
• As per their selection they will be further prompted. They have to continue with the process till their query is registered on the website.

The Paytm users who have downloaded its mobile application on their mobile devices can register their complaints or issues instantly from anywhere and at anytime. To do so, follow these steps:

• Open your Paytm mobile application.
• At the bottom of the homepage of the application, go to your “Profile”.
• On your profile page, if you want to register a complaint, select “Contact Us”.
• You will be directed to a new page where they have a space for users to type in their issues.
• On the same page, you may even select one of the options regarding which you are facing problem.
• Once you have selected your option, you may do as you’re directed by the application till you submit your complaint successfully.

On their Paytm profiles, the users can even share their experience of using Paytm mobile application. In the Paytm mobile application when the users go to their profiles, they will see an option for “Feedback”. If they face an issue regarding the mobile application, they may select this section to do so. When the users select this section, they will automatically be directed to compose a new email to feedback@paytm.com. The users can even share positive feedback if any.

The customers can also seek help from Paytm’s headquarters; however, it is advisable to first address your issues over the hotline with the customer care representatives.

If your issue is not being addressed anyway, you may keep the following address as your last resort for help. The following are the Paytm’s corporate and registered office addresses:

Paytm Corporate Headquarters

Paytm Mobile Solutions Pvt. Ltd.

B-121, Sector 5,

Noida – 201301,

India.

Phone: +91-120-4770770

Fax: +91-120-4770771

Email: info@one97.com

Paytm Registered Office Address

1st Floor Devika Tower,

Nehru Place,

New Delhi – 110019

Paytm has regional offices not only in India but also abroad. In a dire situation of need, customers can reach out at the Paytm’s regional offices. The following table contains the list of Paytm’s regional offices’ along with their addresses and contact numbers.

Location	Address	Contact Number
Bangalore	144/533, 2nd floor, 22nd main, 150 Feet Ring Road, HSR Layout 1st Sector (AGARA), Bangalore – 560102	+91 080 67720197
Chennai	II Floor, Balammal Building No 33, Burkit Road, T Nagar, Chennai – 600 017	+91 44 24350197
Mumbai	IV Floor, Enterprise Centre, Domestic Airport, Next to Orchid, Hotel Vile Parle East, Mumbai – 400 099	+91 22 26133197
Kolkata	BP 07, Eco Station Building, 6th Floor, Salt Lake Sector: 5, Kolkata – 700 091	+91 33 40005197
Toronto	220 Adelaide Street West, Toronto, ON, M5H 1W7, Canada	1-647-360-8331

Paytm aims at building trust between them and the customers. For that they always keep a transparent approach when handling customer’s grievances. The brand’s team of customer service uses the channelized approach to review and resolve their customer’s issues and complaints.

Users that are disappointed by services or products rendered by Paytm can file a complaint or share their feedbacks in writing, email, or on Paytm.com. If the user’s problem is not solved, they may approach the brand’s tiered redressal system. This redressal system has been introduced to ensure that the issues or complaints are redressed seamlessly and as fast as possible.

The following are the levels that the users can follow to address their issues or complaints to Paytm:

For Paytm Wallet Related Issues

Level 1

To file a complaint at the level 1, follow these steps:

1. Go to paytm.com/care/ticket.
2. Select the payments/Paytm wallet option.
3. Select the particular wallet transaction regarding which you have the issue.
4. You can also call their team of customer care representatives at their 24*7 helpline number – 0120 3888 3888.

Level 2

If you are not satisfied with the solution given at Level 1 solution, write to:

Nodal Officer,

Customer Grievance,

One97 Communications Ltd.

B121, Sector 5

Noida – 201301

Level 3

If you are not satisfied with the solution given at Level 2, write to:

Grievance Officer,

One97 Communications Ltd.,

B121, Sector 5,

Noida – 201301

Or you may also escalate your query to the Grievance Officer at the following link:

https://paytm.com/care/ticket?utm_source=grievance_email

For Other Queries Related to Paytm

Level 1

To file a complaint at the level 1, follow these steps:

1. Go to paytm.com/care/ticket.
2. Select the vertical where you are facing the issue.
3. Post vertical selection; select an order to submit your query.
4. You can also call their team of customer care representatives at their 24*7 helpline number – 0120 3888 3888

Level 2

If you are not satisfied with the solution given at Level 1, escalate your concern to the Paytm’s Service Head at the following link:

https://paytm.com/care/ticket?utm_source=service_head

Level 3

If you are still not happy with the solution provided, you may write to:

Grievance Officer,

One97 Communications Ltd.,

B121, Sector 5,

Noida – 201301

Or you may also escalate your query to the Grievance Officer at the following link:

https://paytm.com/care/ticket?utm_source=grievance_email

When addressing issues to the customer service team, it is advisable that the customers send their queries or grievances using the ‘Help and Support’ section by logging in their Paytm accounts. Also, when writing the complaint, they must always mention their complaint reference number for further communication regarding their issue. Doing so will help the customer service team to resolve the issue quickly.

Paytm’s customer service team tries their best to resolve any complaint or answer a query of their customers as soon as possible. They have set timelines or TAT (Turn Around Time) to answer for every complaint and query. This means that within the timeline, you can expect the customer service team to send you a reply to get in touch with you regarding your issue or query. The following are the estimated TATs at various levels of queries/escalations:

Queries/Escalations	Turn Around Time
First response to a user’s query/concern	24 Hrs
Follow-up queries	48 Hrs
Escalated cases	7 Days
Customer grievances	15 Days
Concern raised to a Nodal officer	15 Days
NEFT to user’s bank account	7 Days

This timeline is for the users to estimate the days it will take the customer service team of revert with the answer or solution to their query or complaint. To avoid any confusion and inconvenience to the customers as well as the customer support, the customers must not raise concern to the next level till the TAT is over.