eSewa Customer Care Number Nepal: Expert Guide to Getting Fast Support

Official Customer Care Numbers and Channels

The primary eSewa customer care number in Nepal is 1660-01-02121, which is toll-free from Nepal Telecom (NTC) lines. This is the fastest way to reach a live agent for urgent wallet, transfer, and merchant-payment issues. For mobile users (NTC or Ncell), an alternate hotline widely used by customers is 980-122-5544; standard carrier charges may apply to this mobile number.

For non-voice support or when lines are busy, use the Help Center and in-app support. The official website is https://esewa.com.np, and the dedicated Help Center is commonly available via the “Help” or “Support” section in the eSewa app. If you prefer email, you can reach the support team at [email protected] for detailed, non-urgent queries that require document attachments or screenshots.

• Toll-free (NTC): 1660-01-02121
• Alternate hotline (NTC/Ncell): 980-122-5544 (standard mobile rates may apply)
• Website: https://esewa.com.np (navigate to Help/Support from the main menu)
• Support email: [email protected]

Support Hours, Response Times, and What to Expect

Phone lines are designed for real-time assistance and typically operate during extended business hours in Nepal Standard Time (UTC+5:45). Peak call traffic usually occurs during bill-payment deadlines (e.g., end of month), public utility due dates, and festival shopping periods. If your call is not immediately answered, use the in-app Help Center to create a ticket; this preserves your queue position and helps agents track your case.

Simple inquiries (PIN reset guidance, wallet balance confirmation, recent transaction lookup) are often resolved during the call. Issues that depend on third parties—such as bank transfers, card top-ups, or merchant settlements—can take longer. As a practical benchmark, reversals for failed utility or mobile top-ups are often completed within 24–72 hours once verified, while bank-to-wallet and wallet-to-bank discrepancies may follow partner bank settlement cycles.

When to Call vs. Use In‑App Support or Email

Call the hotline if money is at immediate risk or you need urgent action: accidental transfers to the wrong account, suspected account compromise, repeated OTP failures blocking access, or a high-value transaction stuck in pending status. Phone agents can quickly flag accounts, initiate internal checks, and guide you through urgent remediation steps.

Use the in-app Help Center or email when you need to attach documents (e.g., KYC verification pages, payment receipts, merchant invoices) or when you require a paper trail—for example, for charge disputes, name mismatch corrections, or formal refund requests. For non-urgent questions (fees, limits, feature availability), the Help Center articles are often faster than waiting on the line.

Information to Prepare Before You Contact eSewa

Having the right details at hand speeds up verification and resolution. eSewa agents will first validate the account holder and then pull up relevant transaction logs. Keeping official identifiers and time-stamped data ready can reduce your call time by several minutes and help avoid multiple follow-ups.

Prepare the following before dialing or submitting a ticket. If you email, include clear screenshots that show date/time and reference IDs, and mask sensitive data like full card numbers.

• Registered mobile number (your eSewa ID) and full name as per KYC
• Transaction reference/ID, amount (NPR), exact date and time, and recipient/merchant details
• Bank name and last 4 digits of linked account/card (if the issue involves bank/card)
• Device model, app version, and network (NTC/Ncell/Wi‑Fi) if the problem is technical
• Any on-screen error messages and screenshots of receipts or SMS confirmations

Common Issues eSewa Customer Care Resolves

Failed top-ups or utility payments that show “debited from bank but not credited in wallet/merchant” are among the most frequent cases. eSewa will typically verify both legs of the transaction (from your funding source and to the beneficiary). If funds are held in an intermediate state, they are usually auto-reversed within 24–72 hours after reconciliation; if not, an agent can escalate.

Wallet-to-bank and bank-to-wallet discrepancies can arise when partner bank switches are under maintenance. Agents will check the transaction logs, confirm whether settlement batches ran, and coordinate with the bank if needed. For merchant disputes (e.g., online store cancellations but payment captured), you may be asked to provide the merchant’s cancellation proof or a written confirmation to expedite refunds.

Fees, Limits, and Security Reminders Related to Support

Calling 1660-01-02121 from NTC is toll-free. The 980-122-5544 number follows your operator’s standard per-minute rates. eSewa does not charge a fee for support or for opening a complaint ticket. Any fees you may see in your wallet are normal service fees for transactions (e.g., certain bank withdrawals or specific bill-payment services) and are unrelated to customer support.

For your safety, eSewa will never ask for your full MPIN, OTP, or card CVV over the phone, email, or chat. Provide only reference IDs and non-sensitive identifiers. If anyone calls claiming to be from eSewa and asks for OTPs or MPINs, hang up and immediately call the official 1660-01-02121 number to report the incident.

Quick Troubleshooting Steps You Can Try First

Before calling, refresh your app data and verify your balances and statements. Ensure you are on the latest version of the eSewa app (check the app store for updates), toggle airplane mode or switch data/Wi‑Fi to clear network glitches, and sign out/sign back in. For failed or pending transactions, wait a few minutes and use the in-app “Transaction History” to re-check status—many minor network-related issues self-resolve.

If a utility or mobile top-up shows “processing,” do not reattempt immediately with the same merchant/account number; duplicate attempts can cause double debits. Instead, confirm whether the first attempt succeeded by checking the beneficiary service (e.g., dialing the mobile balance code) and, if unclear after 10–15 minutes, contact support with the transaction ID rather than retrying.

Background: Scale, Licensing, and Why This Matters for Support

eSewa launched in 2009 and is widely cited as Nepal’s first digital wallet. The company operates as a licensed Payment Service Provider under Nepal Rastra Bank’s regulatory framework, a regime that tightened from 2019 onward to standardize consumer protections and settlement practices across wallets and payment gateways. This licensing ensures defined dispute-handling and settlement processes that customer care can invoke on your behalf.

With millions of registered users and widespread merchant acceptance (public figures in recent years commonly cite 50+ partner banks and broad nationwide coverage), support volume can spike during seasonal peaks. Using the correct hotline and providing precise reference details allows agents to tap audit trails quickly, coordinate with partner banks/merchants, and shorten resolution times.

Pro Tips for Faster Resolutions

Always keep your last 5–10 reference IDs handy when calling—agents often find patterns across consecutive attempts. If your issue involves a specific merchant, collect their order/cancellation confirmation before you call; this lets eSewa open a three-way reconciliation without waiting for you to follow up later.

For KYC issues, capture clear photos in good lighting and ensure your name on the document matches your eSewa profile exactly (including middle names and spacing). Most KYC rejections come from minor mismatches or blurry uploads; fixing these before contacting support reduces back-and-forth and speeds approval.

Summary and Best Contacts at a Glance

If you need immediate assistance with your eSewa wallet in Nepal, call 1660-01-02121 (toll-free from NTC). For mobile lines (NTC or Ncell), 980-122-5544 is commonly used; standard rates apply. You can also raise tickets via the in-app Help Center and email [email protected], attaching transaction IDs and screenshots for context.

Bookmark the official site https://esewa.com.np for the latest contact updates, service notices, and self-help articles. Use only official numbers and never share your MPIN or OTP with anyone—customer care will not ask for them. With the right details ready, most issues can be resolved quickly or escalated efficiently.

What to do if eSewa is not working?

The first thing to do when eSewa isn’t working is to check your internet connection. It might sound obvious, but sometimes our Wi-Fi or mobile data can act up without us realizing. Wi-Fi issues: Try turning your Wi-Fi off and back on. Mobile data: Toggle your mobile data off and on again.

Is eSewa legal in Nepal?

eSewa is a business entity regulated by the Nepal Rastra Bank’s rules and regulations, hence, it is the safe and easy mode of payment.

How do I contact eSewa customer care?

The customer who wishes to hold eSewa account for a limited time period shall contact us through our customer support channels (Toll Free: 1660-01-02121, Hotline: 01-5970121). In order to reuse the eSewa account, the customer shall send us request email to [email protected].

How to get a refund from eSewa?

You can email us the details of the transaction and contact details of parties involved at [email protected] within 45 calendar days of the transaction. If you and the other party involved are unable to agree on a solution, you must escalate the dispute by filing a written dispute resolution claim.