Complaints & Dispute Resolution

Email compliance@rainpay.ng, or support@rainpay.ng if it relates to a specific transaction. For suspected fraud or unauthorised access, email frauddesk@rainpay.ng so we can restrict the account straight away. Please include your registered name and phone number, the date and amount of the transaction, the reference number if you have it, and a short description of what happened. Never include your password or a one-time code.

We acknowledge every complaint within 24 hours with a reference you can quote. We aim to resolve straightforward matters, such as a failed transfer or bill payment, within 3 working days. Matters that depend on a bank, biller or network operator may take longer, and we will keep you updated until it is closed.

Where money leaves your wallet but the payment does not complete, the amount is returned to your wallet once the partner confirms the failure. If a reversal has not appeared, tell us and we will trace it with the partner.

Rainpay is not a party to the arrangement between circle members. We will provide the contribution and payout records we hold so members can resolve the matter, and we will act where we find fraud or abuse of the platform.

You may escalate to our licensed partner institution, Beamer Microfinance Bank, and to the Central Bank of Nigeria's Consumer Protection Department. Complaints about how we handle personal data may be taken to the Nigeria Data Protection Commission.