Verified: 15 July 2026 04:30 am IST
Industry: Stock Broking & Financial Services (Depository Participant)
Jurisdiction: India
Primary Regulator: Securities and Exchange Board of India (SEBI)
Important Safety Warning: Beware of the “Fake Support & Screen Share Scam.” Scammers frequently buy ads on Google displaying fake Upstox customer service helplines. This is a scam. Upstox staff will never ask you to pay a “processing fee” to unlock your trading account, share your PIN/OTP, or ask you to download third-party screen-sharing apps (like AnyDesk/RustDesk) to troubleshoot a failed trade.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (failed trades, margin issues, mutual fund unit allocation, or fund withdrawal delays) directly by creating a ticket on the Upstox Support Portal (upstox.com/help-center). You can also call their official customer care number at 022-41792999 or email support@upstox.com. You must ensure you receive a unique “Ticket Number” - without this number, your complaint does not legally exist in the regulatory system.
Availability: Phone support operates on all trading days from 8:00 AM to 5:00 PM.
Timeline: Upstox aims to acknowledge complaints and resolve Level 1 issues within a few business days, though the absolute regulatory maximum before external escalation is 30 days.
Level 2: Internal Escalation (Head of Customer Care & Compliance Officer)
Who to contact: If Level 1 support fails, your funds remain blocked, or you suffer losses due to a platform technical glitch, you must escalate through Upstox’s designated matrix. First, email your Ticket Number to the Head of Customer Care (currently Mr. Jeffrey DeSouza) at complaints@upstox.com or call 022-71146936. If unresolved, you must escalate to the Compliance Officer (currently Mr. Kapil Jaikalyani for Securities, or Mr. Amit Lalan for Commodities) at compliance@upstox.com.
Timeline: The internal compliance team must review the escalation and provide a reasoned resolution within the overall 30-day corporate resolution window.
Level 3: Final Internal Escalation (Chief Executive Officer)
Who to contact: If the Compliance Officer fails to resolve the issue to your satisfaction, you must escalate to the final internal authority: the Chief Executive Officer (currently Mr. Ravi Kumar) at ceodesk@upstox.com. Written legal notices must be sent via physical post to their corporate headquarters (30th Floor, Sunshine Tower, Senapati Bapat Marg, Dadar West, Mumbai – 400013, Maharashtra).
Level 4: Administrative Mediation (SEBI SCORES 2.0 & Stock Exchanges)
Authority: If Upstox’s CEO 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 is administrative intervention through the SEBI Complaint Redress System (SCORES 2.0) or the respective stock exchange (NSE, BSE, MCX, or CDSL for demat issues).
Portal/Contact: File your formal grievance online at the upgraded SEBI portal: scores.sebi.gov.in. Alternatively, you can lodge the complaint directly with the Investor Grievance Redressal Mechanism of the specific exchange/depository where the failed trade occurred. Ensure you quote your original Upstox Ticket Number.
Level 5: Arbitration & Legal Action (SMART ODR)
Pre-Litigation & Arbitration: If administrative mediation fails, or the broker refuses to comply with an exchange directive regarding financial compensation for a technical glitch or unauthorized trade, you must initiate formal dispute resolution. Under SEBI regulations, you must file for conciliation and arbitration through the unified SMART ODR portal (smartodr.in).
Court/Arbitration: The SMART ODR platform will appoint an independent conciliator, and if that fails, an arbitrator to issue a legally binding award. If you wish to challenge an arbitration award, or for matters falling outside SEBI’s strict purview, you may subsequently approach the appropriate courts or file a case 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 arbitration claim within the limitation period prescribed under the Limitation Act.
Community Action: Is Upstox refusing to compensate you for losses caused by platform downtime, or are you looking for the correct template to formally escalate an unauthorized trade to the Mumbai Compliance Officer? Reply below (do not share your passwords, bank details, or your exact Client IDs), and our community will point you to the right resources!