Having an issue with FacilePG payments or collections? We're here to help. Submit a ticket, email us, or track your complaint — we respond within 24 hours.
Choose the channel that works best for you. All complaints are tracked and resolved within defined timelines.
Go to Help & Support on our website and use the web Contact form to create a ticket. Attach screenshots, transaction IDs, and a short description of your issue.
Open Help & Support →Prefer email? Write to info@facilepg.com from your registered email ID. Include your registered mobile number and transaction details for faster resolution.
info@facilepg.com →You'll receive a Ticket ID after submitting. Use it to track your complaint's progress. Our team may reach out for more details if required.
Track Complaint →*Working hours: 10:00–18:00 IST, Mon–Fri, and 1st & 3rd Saturday (excluding public holidays).
If your complaint is not resolved satisfactorily, escalate through our 3-level grievance redressal mechanism as per RBI guidelines.
Submit via the website Help & Support form or email info@facilepg.com. First response within 24 working hours.
If unsatisfied with Level 1 resolution, escalate to our designated Grievance Officer. Resolution within 15 working days.
If still unresolved, approach the RBI Ombudsman for Payment System Participants (OPSP) at cms.rbi.org.in.
If your concern isn't resolved at one level within the stated timeline, you may escalate to the next level with your Ticket ID and previous communication.
* Customer has recourse to "Reserve Bank Of India – Integrated Ombudsman Scheme, 2021" for any unresolved grievances or dissatisfaction to their claims.
Our support team is ready to assist you. Reach out via any channel above.
📧 Email info@facilepg.comIn line with RBI's Payment Aggregator (PA-O) Guidelines and PCI DSS standards, here are the official escalation channels for unresolved payment and collection complaints.
If your Payment Aggregator (PA-O) related complaint — payment failure, refund delay, settlement issue, collection issue — is not resolved within 30 days, you can escalate to:
For complaints related to card data security, unauthorized card data access, or PCI DSS compliance violations: