Safety
Raising and resolving disputes
How to raise a dispute on Zelo, what we look at, and how long it takes.
If something doesn't look right on your account, raise a dispute. We aim to respond within 5 business days.
How to raise a dispute
Email care@zelopay.online with your 11-digit account number, the transaction ID(s) involved, and a short description. Screenshots help.
What we investigate
- Unauthorised transfers from your account
- Coupon redemptions you didn't perform
- Settlements completed without your request
- Account access from unfamiliar locations
What we cannot reverse
Successful internal transfers and successful coupon redemptions are final. We may still assist where there is clear evidence of fraud, at our sole discretion.