An order
Delivery, status, a remaining count, a missing delivery, or a duplicate charge.
- Have the order reference ready
- Note the time it was placed
- Say what you expected to receive
ACCOUNT MARKET / EXPLORE
Support
What to do, what to have ready, and a plain statement about which contact channels actually exist.
Support runs from your account
Sign in and open a ticket against the order it is about. The reference, the messages and the answer stay in one place, so nothing has to be repeated and nobody answers without seeing the order.
Start from the kind of problem
Four common categories, and what to have ready for each.
A payment or a credit
A top-up that has not credited, a credit that looks wrong, or a hold that has not released.
- Have the payment reference ready
- Never send a banking one-time password
- Allow for verification time before reporting
A verification number
A code that has not arrived, a cancellation that was refused, or a second message.
- Read the order state first
- A timeout is not a cancellation
- Do not reserve a replacement yet
Account access
Sign-in, a password reset, a device you no longer recognise, or a key you need to revoke.
- Use the signed-in account where possible
- Revoke unfamiliar sessions first
- Never share a password with support
What support will never ask for
Read this before you share anything with anyone claiming to be us.
Never share these
- Your account passwordNot by support, not by us, not by anybody who contacted you first.
- A banking one-time passwordNo legitimate support process needs a code that only your bank can read.
- Your UPI PINIt is the one credential that can move money directly, and no support channel should ever ask for it.
- A session file or stringIt is the account itself. Sharing it hands over the account.
- A mailbox app passwordNothing here needs access to your email. A request for it is not from us.
These requests share one shape: a deadline. The code is about to expire, the session is about to close, the payment is about to reverse. That urgency is the trick. Real support never has a deadline like that.
If anyone asks for one of the five, stop. Send nothing, not even part of it, and report it.
Before you write
The reference you have changes the answer you get.
| Problem type | Include | Do not include | What happens next |
|---|---|---|---|
| An order | Order reference, time placed, what was expected and what arrived | Session files, account credentials | The order record is read first, and the supplier state is checked against it |
| A payment | Payment reference, amount, time, and the credit you expected | Banking one-time passwords, UPI PIN, mailbox passwords | The payment evidence is verified before any credit is discussed |
| A verification number | Order reference and the route | Any attempt to reserve a replacement while waiting | The order state is read, including whether a cancellation was refused |
| Account access | The account email and the device you last used successfully | Your password | Access is recovered through a reset link, never by a person reading your credentials |
| Something else | A description, a time, and a reference if you have one | Personal data about third parties | The request is routed to the right reviewer |
Where to go next
Some questions are answered better by a page than by a person.
Common questions
Answers about orders, payments, accounts and refunds, each one linking deeper.
Read the FAQConnection status
What is connected, what is not, and when each was last checked.
Check statusSupport tickets
Private, threaded requests against an order, once you are signed in.
Open tickets