Complaints, FlashPaym

In plain terms: tell us what went wrong, we acknowledge within 1 business day and aim to resolve within 7. If you're not satisfied, you can escalate further, including, where relevant, to the payment rail or regulator involved.

1. Scope

This page explains how merchants or their customers can raise a complaint about FlashPaym's service, a transaction, or a rail (JazzCash, Easypaisa, bank transfer) used through FlashPaym.

2. How to file a complaint

Email: support@flashpaym.com with subject line "Complaint" and a description of the issue, including transaction ID if applicable.
WhatsApp: +92 306 8004058
Dashboard: merchants can raise a support ticket directly from their FlashPaym account.

3. Response timeline

Acknowledgement: within 1 business day.
Initial resolution or update: within 7 business days.
Complex cases involving a third-party rail may take longer, and we will keep you updated on progress.

4. Escalation

If you are not satisfied with the response, you may request escalation to a senior team member by replying to your original complaint email with "Escalate" in the subject line. We will assign the case for a second review within 3 business days.

5. Regulatory escalation

Complaints relating specifically to a payment rail's own conduct (e.g. JazzCash, Easypaisa, or a bank) may also be raised directly with that provider, or, where applicable, with the State Bank of Pakistan's consumer protection channels, in accordance with SBP's complaint-handling regulations for payment service providers.

6. Contact

support@flashpaym.com · +92 306 8004058 · FlashPaym, G-7/1, Islamabad, Pakistan.