Verified: 10 July 2026 04:30 am IST
Industry: Digital Payments & Fintech (UPI / Wallet / PPI)
Jurisdiction: India
Primary Regulator: Reserve Bank of India (RBI) / National Payments Corporation of India (NPCI)
Important Safety Warning: Beware of the “Fake Support & Screen Share Scam.” Scammers frequently buy ads on Google displaying fake Amazon Pay customer service helplines. This is a scam. Amazon staff will never ask you to pay a “processing fee” to unlock a frozen wallet, share your UPI PIN, request an OTP, or ask you to download third-party screen-sharing apps (like AnyDesk/RustDesk) to troubleshoot a failed payment.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (failed UPI transfers, wallet deductions, recharge failures, or merchant payment issues) directly by calling the official Amazon Pay India toll-free customer care number at 1800-1200-1571. You can also log the complaint directly via the Amazon App (Customer Service > Contact Us) or the web portal. You must insist on receiving a unique “Ticket Number” or “Complaint ID” - without this number, your complaint does not legally exist in the regulatory system.
Availability: The automated app portals operate 24x7.
Timeline: Amazon Pay must acknowledge your complaint immediately. The internal goal is to resolve standard UPI or wallet transaction failures within 2 to 3 business days, though the absolute regulatory maximum before external escalation is 30 days.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 support fails, your money is not refunded, or your account is unjustly blocked, you must formally escalate to the Grievance Officer. You must email your formal grievance, clearly stating your original Level 1 Ticket Number, to amazonpay-grievance-officer@amazonpay.in.
Timeline: The Grievance Officer must dispose of the escalated complaint and provide a reasoned resolution within 14 business days from the date of filing the escalation.
Level 3: Final Internal Escalation (Principal Nodal Officer)
Who to contact: If your complaint remains unresolved after escalating to the Grievance Officer, you must contact the final internal authority: the Principal Nodal Officer. You must email your appeal to amazonpay-nodal-officer@amazonpay.in. Written legal notices must be sent via physical post to their corporate headquarters Amazon Pay (India) Private Limited, Sattva Horizon, Survey No. 6/1 and 7/1, Vinayak Nagar, Kattigenahalli, Venkatala Village, Yelahanka Hobli, Bengaluru – 560064).
Timeline: The total time from your initial Level 1 complaint to the final Nodal Officer resolution must not exceed 30 days.
Level 4: Administrative Mediation (RBI Ombudsman & NPCI)
Authority: If Amazon Pay’s Nodal Officer rejects your claim, or 30 days have passed since your initial Level 1 complaint without a resolution, you have exhausted internal remedies. Your next step depends on the transaction type. For UPI-specific transaction failures, you should raise a dispute via the NPCI portal. For wallet issues, account blocking, or systemic failures, you must approach the Reserve Bank of India (RBI) Integrated Ombudsman Scheme.
Portal/Contact: Register UPI disputes at https://www.npci.org.in/upi-complaint. File general fintech/wallet complaints with the RBI online at cms.rbi.org.in or by calling the toll-free number 14448. For critical security issues like cyber fraud or scams, you must immediately report it via the National Cyber Crime Reporting Portal at cybercrime.gov.in or call 1930.
Level 5: Legal Action (Final Step)
Pre-Litigation: If administrative mediation fails, or the company refuses to comply with a demand for compensation regarding severe financial loss or data breaches, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission against Amazon Pay (India) Private Limited. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in). You can also use the National Consumer Helpline (NCH) at 1915 for pre-litigation counseling.
Timeline: You must file the consumer case within two years from the date the cause of action occurred.
Community Action: Is Amazon Pay refusing to refund a failed UPI transaction after 30 days, or are you looking for the correct template to formally escalate a blocked wallet to the Bangalore Nodal Officer? Reply below (do not share your passwords, bank details, or your exact phone numbers), and our community will point you to the right resources!