1. Final transactions
Bill payments, airtime top-ups, gift card purchases, crypto sends, swaps and withdrawals are generally final once confirmed and cannot be reversed by ItrackPay.
2. When refunds may apply
- The biller or gift card issuer confirms the value was not delivered.
- A duplicate charge was made due to a system error.
- Your deposit was mistakenly credited to the wrong account.
3. Raising a dispute
Open the transaction in the app and tap "Report an issue", or email support@itrackpay.com within 30 days of the transaction. Include the transaction ID, screenshots and a clear description of the issue.
4. Resolution timeline
We aim to acknowledge disputes within 24 hours and resolve most cases within 5–10 business days. Disputes involving external banks or crypto networks may take longer.
5. Chargebacks
Initiating a chargeback with your bank before contacting our support team may delay resolution and could result in account suspension pending investigation.
6. Crypto irreversibility
Crypto transactions are irreversible on the blockchain. If you send to the wrong address or wrong network, funds may be permanently lost. Always double-check details before confirming.
7. Contact
Need help? Email support@itrackpay.com.