SadaPay and NayaPay Complaint in Pakistan: Helpline, Email, In-App Chat and Dispute Times

To complain to SadaPay, use the live chat inside the SadaPay app or email hello@sadapay.pk. To complain to NayaPay, use the in-app chat, call 021-111-222-729 (24/7) or email support@nayapay.com. SadaPay publishes a fixed time for each type of dispute, from 1 working day for an incoming transfer to 5 for an ATM problem. Below are both apps' channels, the details to send, those timelines, and the State Bank route if the app does not fix it.

We read SadaPay's complaints and dispute resolution page, its help centre articles on disputes and fraud, and NayaPay's contact page on 24 October 2026. Neither app is a bank. SadaPay says it is regulated by the State Bank of Pakistan, and NayaPay says the State Bank authorises it as an Electronic Money Institution, a licensed wallet company that is not a bank.

SadaPay and NayaPay both want complaints in the app chat

Both apps name the in-app chat as the main way to reach them. SadaPay adds email at hello@sadapay.pk and lists no phone line on its complaint page. NayaPay adds a 24/7 phone line, international numbers and support@nayapay.com.

A missing phone line is a real gap for SadaPay users who have lost their phone, because the chat lives inside the app. In that case, email from any device, and freeze the card from the app as soon as you are back in.

SadaPay resolves most disputes within 1 to 5 working days

SadaPay's dispute table gives 1 working day for an incoming transfer, 3 for an outgoing transfer, 4 for a mobile top-up or bill payment, and 5 for an ATM cash withdrawal. All times are business days, and the outgoing clock starts after settlement.

SadaPay notes that two more days may be needed when the other bank's branch is outside the major cities, or when the ATM sits away from its bank branch, such as one in a mall. For general complaints, it says you get a confirmation within 1 working day and an update within 5.

NayaPay's contact page does not publish a timeline table. The State Bank's own complaint rules for banks, 48 hours to acknowledge and 15 days to close, give you a fair yardstick to hold any provider to.

Send these details so the dispute is filed the first time

SadaPay asks for your name, account number, contact details, the complaint reason and description, supporting documents, and an estimate of your last transaction and balance. For a transaction dispute it wants the transaction type, amount, time and reference number.

1. Open the app and note the transaction's reference number, amount and date.
2. For a bank transfer, note the receiver's bank name too.
3. Take a screenshot of the receipt or error.
4. Open the in-app chat and paste the details in one message.
5. If you cannot open the app, email hello@sadapay.pk or call NayaPay on 021-111-222-729.
6. Ask for the expected due date and save the chat.

SadaPay says an associate will share an estimated due date once the complaint is logged. Write that date down. It is the date you escalate from if nothing happens.

Transfers to JazzCash or Easypaisa can take 24 hours

SadaPay's help centre says a transfer to an Easypaisa or JazzCash account may be delayed by up to 24 hours. If the money has not arrived after 24 hours, open the in-app chat with the receiver's bank, amount, date and reference number.

For a transfer to HBL, SadaPay suggests checking whether the money landed in the receiver's HBL Konnect wallet rather than their main account. That small point explains a lot of "missing" transfers.

The receiving side has its own rules. A wallet showing money as "in progress" may be under the State Bank's cooling-off rule, which is set out in wallet money showing in progress for 2 hours. An ATM that kept your cash is covered by the steps for an ATM that gave no cash.

Freeze your card first when you see a payment you did not make

SadaPay's fraud article says to freeze both your physical and virtual cards from the current balance tile, then contact the fraud team in the in-app chat. NayaPay says its users can call 021-111-222-729 at any time to report scams or fraud.

NayaPay also publishes the number it calls from: 021-38400729. A caller on any other number who claims to be NayaPay deserves suspicion. No genuine caller needs your app PIN or an OTP.

Non-users have a separate route. NayaPay says that if you do not have a NayaPay account but were defrauded by one of its users, you should report it to your own bank so it can escalate through dedicated channels.

Take unresolved complaints to the State Bank's Sunwai portal

If SadaPay or NayaPay misses its timeline or rejects a fair claim, file on the State Bank's Sunwai portal or call its consumer protection line on 021-111-727-273. Both apps are State Bank regulated wallet companies, not banks, so the State Bank is the right referee.

Keep your chat transcript and the due date the app gave you, and attach both when you file on the SBP Sunwai complaint portal. How your balance is protected if an app fails is a separate question, answered in where SadaPay and NayaPay keep your money.

Common questions

What is the SadaPay helpline number?

SadaPay does not list a phone number on its complaints page. It takes complaints through the in-app live chat and by email at hello@sadapay.pk.

What is the NayaPay helpline number?

NayaPay's number in Pakistan is 021-111-222-729, available 24/7 for account and card problems. From abroad, call +1 650 468 2078 or +44 20 7183 0911.

How long does a SadaPay dispute take?

From 1 working day for an incoming transfer to 5 working days for an ATM withdrawal, according to SadaPay's table. Two extra days may apply for some branches and ATMs.

What is the NayaPay email for complaints?

NayaPay lists support@nayapay.com for help with your account, card or anything else.

My SadaPay transfer to JazzCash has not arrived. What now?

Wait 24 hours, which SadaPay says such transfers can take. Then raise it in the in-app chat with the bank name, amount, date and reference number.

Can I complain about SadaPay to the State Bank?

Yes. SadaPay says it is regulated by the State Bank of Pakistan, so you can file on SBP Sunwai if the app does not resolve your complaint.

How we verified this

What we checked, where we read it, and what we could not confirm.

Last checked 24 October 2026. We read SadaPay's complaints and dispute resolution page at sadapay.pk, its help centre articles on reporting a fraudulent transaction and disputing an outgoing bank transfer, and NayaPay's contact page at nayapay.com, all on 24 October 2026. SadaPay's contact page showed only a form, and NayaPay's help centre did not give us a dispute timeline table. We did not file a complaint with either app or time a reply.