- All official easypaisa complaint channels
- Problems the helpline handles that the app can't
- What to have ready before you call
- How to file it, step by step
- A short message you can copy
- Common problems and what to ask for
- How long to wait before chasing
- Escalating beyond easypaisa
- Block first if your phone or card is lost
- Don't fall for fake easypaisa calls
- My take
- Frequently asked questions
To file an easypaisa complaint, call 3737 from a Telenor number or 042-111-003-737 from any other network, message easypaisa on WhatsApp through the link on its FAQ page, or email the complaints address it lists, [email protected]. Give your registered number, the transaction ID and a one-line description.
Retailers and agents have their own line: easypaisa's FAQ lists 345-545 for the retailer helpline. Customers should use 3737 or the UAN.
All official easypaisa complaint channels
| Channel | Details from easypaisa's FAQ | Use it for |
|---|---|---|
| Telenor helpline | 3737 from a Telenor number | Urgent problems, blocked accounts, lost cards |
| UAN | 042-111-003-737 | Calling from Jazz, Zong, Ufone or a landline |
| The link on easypaisa's FAQ page | A written record of your complaint | |
| [email protected] | Detailed complaints with screenshots | |
| Retailer helpline | 345-545 | Agents and retailers only |
easypaisa's website footer also lists [email protected] as a general email. For a complaint, I'd use the address the FAQ names for complaints and copy in the general one.
Problems the helpline handles that the app can't
Some fixes only happen through the helpline, according to easypaisa's FAQ. These are worth knowing so you don't waste time searching the app:
- Changing the CNIC linked to your account: call the helpline.
- An account already exists on your CNIC: the helpline verifies you and migrates the account.
- Statements older than 30 days: request them through the helpline.
- OTP not arriving: the app lets you request an OTP 3 times a day. After that, call the helpline.
What to have ready before you call
- The mobile number your easypaisa account is registered on.
- Your CNIC, since agents verify identity before they help.
- The transaction ID, date, time and amount.
- The receiver's number or account, for a transfer.
- Screenshots of the app screen or SMS.
How to file it, step by step
- Collect the details above in one note on your phone.
- Call 3737 or 042-111-003-737, or open the WhatsApp chat from easypaisa's FAQ page.
- Explain the problem in one or two sentences and give the transaction ID.
- Ask for a complaint number and write it down with the date and time.
- If you're emailing, attach screenshots and put the transaction ID in the subject line.
- Follow up with the complaint number if you haven't heard back.
A short message you can copy
"Assalam o Alaikum. My easypaisa number is (your number). On (date) I made a (transfer, bill payment or withdrawal) with transaction ID (TID). The problem is (one sentence). Please (reverse it, confirm the status or unblock my account) and share a complaint number. Thank you."
Don't type your full CNIC, PIN or OTP into any message. easypaisa's FAQ is clear that your PIN is secret and shouldn't be shared with anyone under any circumstances.
Common problems and what to ask for
| Problem | What to ask the agent for |
|---|---|
| Transfer deducted but not received | A status check on the transaction ID and a reversal if it failed |
| Sent to the wrong number | An urgent request to contact the receiver, with the transaction ID |
| Account blocked | The reason for the block and the exact steps to lift it |
| CNIC changed or expired | An update of the CNIC on your account |
| Old account on your CNIC | Verification and migration to your current number |
| Need an older statement | A statement for the dates you need |
Asking for a specific outcome helps the agent log the right kind of ticket. "Please check the status and reverse it if it failed" gets further than "my payment has a problem".
How long to wait before chasing
Give a simple query a day or two. For a wrong transfer, chase the same day, because the receiver may withdraw the funds quickly. For a blocked account, you'll usually know on the call whether you can fix it yourself with a PIN reset or whether it needs the helpline. Keep every complaint number, and note the date each time you follow up. If you reach a week with nothing resolved, that's the point to escalate.
Escalating beyond easypaisa
easypaisa is a bank regulated by the State Bank of Pakistan. If your complaint isn't resolved, you can take it to SBP's Sunwai portal, the regulator's complaint system, or to the Banking Mohtasib Pakistan for independent dispute resolution. SBP's Consumer Protection Department also takes calls on 021-111-727-273. These escalation routes are the same ones JazzCash lists on its own contact page, since both are SBP-regulated wallets.
Include your easypaisa complaint number and the dates you contacted them. Regulators want to see that you gave the provider a fair chance first.
If you're not comfortable writing in English, it's fine to message in Urdu or Roman Urdu. What matters is the transaction ID, your registered number and a clear request.
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Block first if your phone or card is lost
Losing your phone or easypaisa debit card is an emergency, not a complaint. easypaisa's FAQ says to block a lost or stolen card straight away in the app, through the helpline or by USSD, then order a new one. For a lost phone, call the helpline from another number, then block the SIM with your network.
Don't fall for fake easypaisa calls
A common scam starts with a call from someone claiming to be from easypaisa, saying your account will be closed or that you've won a prize. They then ask for a code. Real agents won't ask for your PIN or OTP. Hang up and call 3737 or the UAN yourself.
I see the same tricks aimed at people cashing out from earning apps. My earning app safety checklist and guide to earning from Pinterest in Pakistan cover how to stay safe while getting paid.
My take
WhatsApp and email give you a written record, so use them when the problem isn't urgent. Always ask for a complaint number. If a week passes with no fix, take your complaint number and dates to the Sunwai portal rather than calling the same helpline again and again.
Frequently asked questions
What is the easypaisa complaint number?
Call 3737 from a Telenor number or 042-111-003-737 from any other network, as listed in easypaisa's FAQ.
What is the easypaisa complaint email?
easypaisa's FAQ lists [email protected] for complaints.
How do I get an easypaisa statement older than 30 days?
easypaisa's FAQ says to request it through the helpline.
Where can I escalate an easypaisa complaint?
To the State Bank of Pakistan's Sunwai portal or the Banking Mohtasib Pakistan, with your complaint number and dates.
