In-app help
Paydoly app → Help
Opens a conversation with your account context attached, so you do not have to explain who you are or quote a reference.
Every day, 8:00–20:00 AST
Help and support
A real person,in the right language,the same day.
Support is free on every channel and staffed in Spanish and English. The fastest route is the Help section inside the app, where we can already see the account and the transaction you are asking about.
01
How to reach us
Pick the channel that matches the urgency.
Good for anything with documents to attach. Include the transaction reference if you have one.
First reply within one business day
Short questions and status checks. We will move you to a secure channel before discussing account details.
Every day, 8:00–20:00 AST
Lost device or suspected fraud
Freezes the account immediately while we investigate. Say 'lost device' or 'fraud' in the subject line.
Monitored 24 hours
02
What to expect
Our internal targets, published so you can hold us to them.
- First reply
- Within one business day on every channel, usually within two hours during staffed hours.
- Account freeze on a lost device
- Immediately on request, at any hour, before any other investigation begins.
- Payment investigation
- An initial finding within three business days. Cases involving an agent or a bank can take up to ten.
- Formal complaint
- Acknowledged within two business days, with a written outcome within fifteen.
03
Common questions
I sent money to the wrong person.
Contact support immediately with the transaction reference. If the money has not been claimed we can usually stop it. If it has, we contact the recipient on your behalf — we cannot reverse a completed transfer without their agreement, and we will tell you plainly if that is the situation.
I paid an agent but my balance did not change.
Every counter transaction has a reference on both sides. Send us yours and we will match it against the agent's record. Agent float is reconciled daily, so a missing credit is usually resolved within one business day.
My payment request was not paid.
Requests expire rather than linger. You can see the status on the request itself, resend it, or cancel it and issue a new one with a different amount or reference.
Why do I need to verify my identity?
Verification is what raises your limits and is required by the rules that apply to accounts holding money. Basic use is possible before it; higher limits, USD balances and cash-out volume are not.
How do I close my account?
Withdraw or spend your balance, then ask us in writing. We confirm closure the same week and tell you what we are legally required to keep, and for how long.
04
How a dispute works
The path a contested payment takes, and what we need from you at each stage.
- 01You report itThrough the app, by email, or by phone. We need the reference, the amount and what you expected to happen instead.
- 02We acknowledge and secureWithin two business days, with a case number. If there is a risk of further loss we restrict the account first and explain what that means.
- 03We investigateWe pull the ledger record, agent or merchant records, and device data. If we need anything from you, we ask once, in full, rather than in pieces.
- 04Written outcomeA decision with the reasoning, within fifteen business days. If it goes against you, we say why and how to escalate it.