Help & Support

We're here to help you with any questions, issues, or concerns about your PerPayGold account, transactions, or gold investments.

💬 24/7 In-App Support 📞 Helpline: Mon–Sat, 9 AM–6 PM ⚡ Response within 5 Business Days
Contents
1. How We Help 2. Contact Channels 3. Account Issues 4. Gold Transactions 5. Payments & Wallet 6. KYC & Verification 7. Physical Gold Delivery 8. Security & Fraud 9. FAQs 10. Grievance Escalation 11. Response Timelines

01 How We Help

PerPayGold's support team is available across multiple channels to assist you with account management, transaction queries, payment issues, KYC verification, gold delivery, and security concerns.

Whether you're a first-time gold buyer or a regular investor, our team is trained to resolve your queries quickly and transparently.

🏦
Account Help

Login, KYC, profile & settings

💰
Transaction Help

Buy, sell, transfer queries

📦
Delivery Help

Physical gold shipping issues

🔐
Security Help

Fraud, unauthorised access

02 Contact Channels

Reach us through any of the following channels — choose whichever is most convenient for you:

💬
In-App Chat

Fastest way to get help. Tap "Help" in the PerPayGold app to start a live chat.

✓ Available 24/7
📧
Email Support

Write to us at support@perpaygold.com for detailed queries.

⏱ Reply in 5 Business Days
📞
Helpline

Call us at 1800-XXX-XXXX (toll-free) to speak with a support agent.

⏱ Mon–Sat, 9 AM – 6 PM
🏢
Grievance Officer

For unresolved issues, email grievance@perpaygold.com with your ticket number.

⏱ Reply in 10 Business Days
Tip: When contacting support, always keep your registered mobile number, transaction ID / UTR number, and a brief description of the issue ready for faster resolution.

03 Account Issues

Common account-related problems and how to resolve them:

  • Can't log in: Use the "Forgot Password" option on the login screen. An OTP will be sent to your registered mobile number to reset access.
  • OTP not received: Check your network/signal. If the issue persists for more than 5 minutes, contact support via in-app chat.
  • Account locked: Multiple failed login attempts may temporarily lock your account. Wait 30 minutes or contact support to unlock it.
  • Wrong mobile number registered: Submit a request via in-app chat with identity proof. Verification is required before any change.
  • Update personal details: Name, address, and nominee details can be updated from "My Profile" in the app settings.
  • Account closure request: Email support@perpaygold.com from your registered email address. All gold must be sold or redeemed before closure.
Important: Never share your OTP, password, or PIN with anyone — including anyone claiming to be a PerPayGold representative. We will never ask for these details.

04 Gold Transactions

Common queries related to buying and selling gold on the platform:

Issue Status Action Required
Gold not credited after payment ~ Pending Wait 30 mins; raise dispute if unresolved
Transaction stuck / processing ~ In Progress Do not retry; wait 15 minutes and refresh
Incorrect gold rate applied ✓ Eligible Raise a dispute via Transaction History
Sale proceeds not received ✓ Eligible Check wallet; raise ticket if not reflected
Transaction cancelled by user ✗ Final No action; initiate a new transaction
Duplicate transaction debited ✓ Eligible Raise refund request with UTR numbers
Note: Gold prices are live and change every second. All confirmed transactions are final at the rate displayed at the time of confirmation.

05 Payments & Wallet

For payment-related issues, follow these steps:

1
Check your bank statement Confirm whether the amount was actually debited from your bank account or UPI-linked account.
2
Note the Transaction Reference Save your UTR number, UPI transaction ID, or bank reference number. This is essential for any dispute.
3
Check Transaction History in the app Open the app and go to "Transaction History" to see the current status of your payment.
4
Wait before retrying If a payment is showing as "Pending", wait at least 15 minutes before attempting another transaction to avoid duplicate charges.
5
Raise a support ticket If the issue is not resolved within 5–7 business days, raise a dispute via the app or email support@perpaygold.com.
Wallet Balance: Your PerPayGold wallet balance can be used to purchase gold instantly. Wallet top-ups via UPI and net banking are typically instant. For withdrawal queries, contact support.

06 KYC & Verification

KYC (Know Your Customer) is mandatory to buy, sell, or redeem gold on PerPayGold. Here's what you need to know:

  • Documents required: PAN card (mandatory) and any one address proof — Aadhaar card, Voter ID, or Passport.
  • KYC processing time: Typically completed within 24–48 hours of document submission. You will receive a notification on approval.
  • KYC rejected: You will receive a reason via email/app notification. Resubmit with a clearer image and ensure all four corners of the document are visible.
  • PAN linked incorrectly: Contact support immediately. PAN cannot be changed without identity verification and manual review.
  • Transaction limit without full KYC: Partial KYC allows gold purchases up to ₹50,000 per year. Full KYC removes this limit.
  • Re-KYC requirements: PerPayGold may request re-KYC in line with RBI / PMLA guidelines. You will be notified in advance.
Aadhaar-based e-KYC: For instant verification, use Aadhaar OTP-based e-KYC directly in the app. This is the fastest way to complete your KYC.

07 Physical Gold Delivery

When you request delivery of physical gold (coins or bars), here is what to expect and how to get help:

  • Delivery timeline: Physical gold is typically dispatched within 3–5 business days of request confirmation and delivered within 7–10 business days.
  • Track your order: Go to "My Orders" in the app to view real-time tracking of your delivery.
  • Delivery not received: If your delivery is delayed beyond the committed date, raise a complaint in the app. You will be offered a re-shipment or refund.
  • Damaged gold on arrival: Take photographs immediately and report within 48 hours of delivery via in-app support. A replacement or refund will be arranged within 5 business days.
  • Wrong product delivered: Report with photographs within 48 hours. The incorrect item will be collected and the correct one dispatched at no extra cost.
  • Delivery address change: Address can only be changed before the order is dispatched. Contact support immediately if needed.
Delivery Eligibility: Physical delivery is available only after full KYC completion and for a minimum gold quantity as specified in the app. Delivery charges (if any) are shown before order confirmation.

08 Security & Fraud

Your account security is our top priority. Here's how to stay protected and what to do if you suspect fraud:

  • Suspected unauthorised access: Immediately change your password and PIN via "Settings → Security" and contact our team at security@perpaygold.com.
  • Unauthorised transaction: Report within 7 days via the "Raise a Dispute" option in Transaction History. Include the transaction date, amount, and your UTR number.
  • Phishing / fake support calls: PerPayGold will never ask for your OTP, password, or full card number over phone or email. Hang up immediately and report to security@perpaygold.com.
  • Enable two-factor authentication (2FA): Always keep 2FA enabled in your app settings for an extra layer of protection.
  • Biometric login: Enable fingerprint or Face ID login from "Settings → Security" for faster and more secure access.
  • Device management: View and remove trusted devices from "Settings → Devices". If you see an unknown device, remove it and change your password immediately.
Emergency Security Helpline: If you believe your account has been compromised, call our priority security line at 1800-XXX-XXXX (Option 3) or email security@perpaygold.com immediately.

09 Frequently Asked Questions

Quick answers to the most common questions we receive:

Open the app, tap "Buy Gold", enter the amount in rupees or grams, select your payment method (UPI, net banking, or wallet), and confirm. Gold is credited to your account instantly after payment confirmation.
Yes. All digital gold on PerPayGold is backed 1:1 by 24K 99.9% pure physical gold stored in SEBI-regulated, insured vaults. Your gold holdings are fully audited and secured.
Yes, you can sell your gold at live market rates anytime the markets are open (typically 9 AM – 11:30 PM IST on trading days). Sale proceeds are credited to your wallet instantly.
You can start investing in gold from as little as ₹10. There is no maximum limit, subject to KYC and applicable regulations.
Aadhaar OTP-based e-KYC is typically instant. Manual document submission is usually reviewed within 24–48 hours. You will receive a push notification and email once your KYC is approved.
GST at 3% is applicable on gold purchases as mandated by law. A small making/platform fee may apply for certain transactions — these are always displayed transparently before you confirm any transaction.
Go to "Transaction History", select the relevant transaction, tap "Raise a Dispute", and choose the appropriate reason. You can also email refunds@perpaygold.com. Please refer to our Refund Policy for full details.
Yes. You can add or update nominee details from "My Profile → Nominee Details" in the app. We strongly recommend adding a nominee to ensure smooth transfer of assets.

10 Grievance Escalation

If your issue is not resolved at the first level, you may escalate through the following process:

  • Level 1 — Customer Support: Raise a ticket via in-app chat or email support@perpaygold.com. Response within 5 business days.
  • Level 2 — Grievance Officer: If unresolved at Level 1, email grievance@perpaygold.com with your original ticket number. Response within 10 business days.
  • Level 3 — External Escalation: If unresolved within 30 days of first complaint, you may approach the RBI Banking Ombudsman or file a complaint with the relevant consumer forum under the Consumer Protection Act, 2019.
Always quote your ticket number when escalating. Escalations raised without a prior ticket number will be redirected to Level 1 for initial processing, which may delay resolution.

11 Response Timelines

We are committed to resolving your issues as quickly as possible. Here are the expected timelines:

Query Type Channel Expected Response Time
General account query In-App Chat Within a few hours
Failed / stuck transaction In-App / Email 5–7 Business Days
Refund request In-App / Email 5–10 Business Days
KYC issue In-App / Email 24–48 Hours
Delivery complaint In-App / Email 5 Business Days
Security / fraud report Email / Phone Priority – Within 24 Hours
Grievance escalation (Level 2) Email 10 Business Days
Our Commitment: PerPayGold aims to acknowledge all support tickets within 2 hours of submission and resolve the majority of issues within the timelines listed above. Timelines may vary during peak periods or public holidays.
📧 General Support

support@perpaygold.com

🔐 Security Issues

security@perpaygold.com

🏢 Grievance Officer

grievance@perpaygold.com

📞 Helpline

1800-XXX-XXXX
Mon–Sat, 9:00 AM – 6:00 PM