Customer care inside the app
The customer care entry point lives at Profile → Help. From there you have four channels:
- Help articles — Searchable, multilingual (English, Hindi, Tamil, Telugu, Marathi and Bengali in our last test).
- Send a ticket — A free-text field with category tags. Attach screenshots directly from the chat app.
- Live chat (during peak) — 09:00–22:00 IST. Off-peak it shows as “Send a ticket” instead.
- Bug report — A separate form that routes to the engineering team, not the support team.
Topics the desk has opened tickets about
- Locked account after SIM swap — Resolved in 6 hours during a weekday.
- Withdrawal stuck in processing — Resolved in 90 minutes by a manual payout retry.
- Audio channel on Snakes & Ladders — Resolved as a bug log entry; a fix is in 4.7.2 (pending).
- Bonus code not applied — Resolved in 25 minutes during weekday peak.
- Loss of wallet balance after a re-install — Resolved the same day with manual balance restoration.
Typical response times
| Time | First response | Resolution |
|---|---|---|
| Weekday peak (10:00–18:00 IST) | 4 min | 20–90 min |
| Weekday off-peak | 35 min | 2–6 hours |
| Weekend peak (10:00–22:00 IST) | 8 min | 40 min–2 hours |
| Weekend off-peak | 2 hours | 6–14 hours |
These are desk measurements, not guarantees. Critical-path tickets (locked account, stuck withdrawal) get a manual escalation regardless of time of day.
When to escalate outside the app
If a ticket sits unresolved for more than 48 hours, you can escalate to:
- The grievance officer listed in the app — name and email are inside Settings → Privacy → Grievance.
- The official website contact form, if the app is unavailable.
Outside parties that have adjudicated Zupee-related disputes include the consumer forum in your state and, for payment issues, the RBI’s banking ombudsman.
Frequently asked
Is there a Zupee customer care phone number?
No public phone number. Phone numbers from forwarded messages are scams.
Can the desk help with my ticket?
We can’t contact Zupee on your behalf, but you can write to the desk and we will publish the issue in the corrections register if it points to a broader pattern.
What languages does customer care support?
English and Hindi are always staffed. Tamil, Telugu, Marathi and Bengali are covered during weekday peak.