How to Get Your Money Back After an Unauthorised Easypaisa or JazzCash Transfer
Money left your Easypaisa or JazzCash wallet without your approval? Block it, log a complaint, use the 30 day fraud clock and escalate. See the steps in order.
If money left your Easypaisa or JazzCash wallet and you did not send it, call the wallet helpline now and ask them to block the account. Easypaisa is 3737 from Telenor numbers or 042-111-003-737 from other networks. JazzCash is 4444 or 111-124-444. Then put the complaint in writing the same day.
Most people only notice when they go to pay or withdraw. A Peshawar customer found three transfers worth Rs 40,000 two days after they happened, and a consumer court ordered a refund this week. His case is one example of how the route works, so this guide follows it step by step.
Block the wallet and get a complaint number first
Your first call has two jobs: stop further loss and create a record. Ask the agent to block the wallet, log a fraud complaint and give you a complaint number. Write the number down with the time of the call.
The numbers above were taken from the wallets' own help pages when we last checked them on 3 October 2026, and we have not re-tested them today. Use only numbers from the official app or website, because fake support accounts reply to people who post complaints in public comments.
While you are on the line, have these ready:
- The transaction IDs and amounts of each disputed transfer.
- The date and time of each one.
- The names or numbers of the receivers shown in your history.
- Screenshots of your history and every SMS you received.
Secure your account before you write the complaint
Change your MPIN, reset your email and SIM passwords and check that your SIM is still in your phone. Many wallet thefts start with a SIM swap or a leaked code, so securing these stops a second attempt.
If your wallet is locked after you report it, the guide to recovering a blocked Easypaisa account shows how to open it again. Tell the truth about how it happened. If you shared a one time code with a caller, say so. A complaint that has been shaded unravels later, and sharing a code can be treated as your own act, which is different from a hacked account.
Send a written complaint and use the regulator's clocks
A phone call is a start, not a complaint. Send a short written complaint by the wallet's email or app and keep proof. The State Bank deadlines, as reported, start from the written complaint, so the date matters.
| Stage | Reported time limit |
|---|---|
| Acknowledgement of your complaint | 48 hours |
| Final reply on a fraud complaint | 30 days |
| Go to the Banking Mohtasib if no reply | After 45 days |
| Burden of proof on an unauthorised transfer | On the provider, as reported |
We read these limits on the State Bank of Pakistan pages on 8 September 2026 for a related guide, and the State Bank site would not open for us on 8 October. Treat them as reported and confirm at sbp.org.pk. Our guide to the 30 day fraud reply deadline lists each clock, and the guide to an unauthorised bank transaction explains the burden of proof.
In your complaint, give the wallet number, the dates, amounts and transaction IDs. State that you did not make or approve the transfers and did not share your PIN or code. Ask for three things: a reversal, a written outcome and a complaint reference.
Escalate to the Banking Mohtasib if the answer is no
If the provider refuses, ignores you or sends a vague reply, take the file to the Banking Mohtasib. It is free, no lawyer is needed, and unauthorised debits are on its list of complaints it hears.
Take the whole file: the written complaint, the reply, screenshots, the complaint numbers and the statement. Our guide to complaining to the Banking Mohtasib gives the steps. The State Bank also has a complaint portal, covered in the guide to the SBP Sunwai portal.
- Call the helpline, block the wallet and get a complaint number.
- Secure your MPIN, email and SIM.
- Send a written complaint the same day.
- Wait for the acknowledgement within 48 hours.
- Go to the Banking Mohtasib if there is no reply or a refusal.
- Consider a consumer court complaint with legal advice.
Consider consumer court, and watch the time limit
On 7 October 2026 a Peshawar consumer court was reported to have ordered Easypaisa to refund Rs 40,000, pay Rs 25,000 damages and a Rs 25,000 fine, after three transfers the customer said he never made. The company did not appear. It is one case, not a rule.
The time limits differ by province. In Khyber Pakhtunkhwa the Act sets 10 days, as the guide to a KP consumer court complaint explains. Punjab and Sindh use a notice and a longer window. See the guide to taking a shop to consumer court and ask a lawyer how it applies to a wallet provider, because that is a legal question we cannot settle for you.
If you were tricked by a caller or a fake link, also report it to the cybercrime authorities. The guide to reporting a cybercrime to the NCCIA has the portal and the details to keep.
Common questions about unauthorised wallet transfers
How fast must I report an unauthorised wallet transfer?
As fast as you can. Call the helpline within the hour if possible. Money often moves on from the receiving account quickly, so early blocking improves the chance of getting it back.
Will I get my money back?
There is no guarantee. The State Bank rules reported to us put the burden of proof on the provider for unauthorised transfers, but each case depends on the facts, especially whether you shared a code.
What if I shared my OTP with a caller?
Report it anyway and say exactly what happened. A shared code can be treated as your own act, so a refund is harder, but you may still have a case and the fraud should be reported.
Is this the same as sending money to the wrong number?
No. A wrong number is your own mistake and follows a different route, explained in the guide to getting back money sent to the wrong wallet number. This guide is for transfers you never made.
Can I go to consumer court without a lawyer?
Consumer courts are meant to be simple, and many complaints are filed without a lawyer. For a wallet dispute, a short legal consultation first is sensible because of the time limits.
How we verified this
What we checked, where we read it, and what we could not confirm.
Last checked 8 October 2026. The helpline numbers come from the wallets' own help pages as read on 3 October 2026 for our guide to wrong transfers, and were not re-tested on 8 October. The State Bank complaint deadlines and the Banking Mohtasib grounds come from State Bank pages we read on 8 September 2026; the State Bank site would not open for us on 8 October, so confirm them at sbp.org.pk. The Khyber Pakhtunkhwa 10 day limit comes from the KP Consumers Protection Act 1997 as published on the KP Code website. The Peshawar consumer court order was reported in the press on 7 October 2026, and we could not read the judgment itself.
About the author
Public Services and Education Journalist
Fajr Riaz is a journalist and content writer at Pakistan Era, based in Lahore. She covers the questions people meet in everyday life in Pakistan: how a public service works, what a change in the rules means, and where to find a reliable answer.
