eSewa Customer Care Phone Number Nepal: Complete, Practical Guide

The official phone number and what it costs to call

As of August 2025, the customer care phone number eSewa publicly advertises in Nepal is 1660-01-02121. This 1660 prefix is a toll-free range for Nepal Telecom (NTC) lines inside Nepal. In practice, calls from NTC mobile or landline numbers are typically free of per-minute charges when dialing 1660 numbers; however, your standard plan terms still apply (for example, if you are roaming, your operator’s roaming policies and charges may apply).

If you are on Ncell or another operator and cannot access the 1660 range, eSewa directs users to its in-app support, web support portal, or the “Contact Us” page on its official site (https://www.esewa.com.np) to obtain an alternate reachable number or to request a callback. Because third-party sites sometimes list outdated numbers, always cross-check the current helpline from inside the eSewa app (Profile → Help & Support → Contact Us) or the website footer.

Service hours, languages, and expected wait times

Customer care operating hours are announced by eSewa in-app and on its site. Typical call-center hours for payment service providers in Nepal are daytime and early evening NPT (UTC+5:45). eSewa frequently extends support coverage around major festivals (e.g., Dashain, Tihar) and tax/payment deadlines. If you are calling close to salary days (1st–7th), at lunch time (12:00–14:00 NPT), or during large promotional campaigns, expect longer queues; try calling earlier in the morning or mid-afternoon for faster pickup.

English and Nepali support are standard. If you need assistance with a specific bank transaction or KYC case, have your details ready to minimize handle time and reduce the need for a follow-up call. For non-urgent cases, consider opening a ticket through the web portal to avoid waiting in the phone queue; you can still escalate by phone later with your ticket ID.

What to keep ready before you dial

Having the right details on hand will help the agent verify your identity quickly and trace your transaction in the switch (IPS/NCHL), card network, or partner bank system. It also reduces the chance that your case needs to be parked while you look up information.

If your issue is time-sensitive (e.g., a high-value wallet-to-bank transfer stuck in “processing”), collect the data below and keep screenshots available. Note that agents will never ask for your MPIN or OTP; they only need non-sensitive identifiers to locate records securely.

• Your registered eSewa mobile number and full name (as per KYC, if verified).
• Transaction ID (TID) and/or Reference ID: visible in the app under Transaction History; copy the full numeric string.
• Exact amount (NPR) and timestamp/date, plus recipient details (bank name, account number, wallet ID, or bill account).
• For bank transfers: bank name, branch (if available), last 4 digits of the destination account, and whether it was via “Wallet to Bank” or “Load/Withdraw.”
• KYC/verification issues: your citizenship/passport number, submission date, and any rejection message shown in-app.
• Refunds/chargebacks: merchant name, order number, and any SMS/Email confirmation you received.

Alternatives to calling (often faster for non-urgent cases)

In-app support: Open the eSewa app → Profile → Help & Support. You will see options to chat, raise a ticket, or review FAQs. Attaching screenshots when you submit a ticket increases first-contact resolution. For sensitive issues (e.g., suspected account takeover), mark the case as urgent and follow with a call referencing your ticket number.

Web support: Visit https://www.esewa.com.np and navigate to Support or Contact Us. When you open a ticket on the web, you’ll receive a reference ID by SMS/email. Keep this ID nearby when you phone 1660-01-02121 so the agent can instantly pull your case. For regulatory complaints, eSewa also provides escalation channels on its site that align with Nepal Rastra Bank (NRB) directives—use them if your case exceeds the published resolution timelines.

Typical issues solved over the phone and realistic timelines

Wallet-to-bank transfers stuck in processing: If the interbank switch returns a delay, eSewa agents can check status and lodge a tracer with the partner bank. Successful credits usually appear within minutes to a few hours; if funds need to be reversed, expect T+1 to T+3 working days depending on the destination bank’s reconciliation cycle.

Mobile top-up billed but not received: These are commonly auto-reversed within 15–60 minutes if the operator rejects the credit. If it exceeds 2 hours, call with the TID so the agent can push a reversal or re-credit your wallet after confirmation.

KYC verification and account limits: Agents can confirm your KYC status and explain any rejection reasons (e.g., image glare, mismatched DOB). Resubmissions typically finalize within 24–72 hours on working days once documents meet clarity standards.

How to verify you have the genuine eSewa number (and avoid scams)

Always obtain the helpline from inside the eSewa app or the official website. Do not trust numbers sent via unsolicited SMS, WhatsApp, or social media comments. eSewa staff will never ask for your MPIN, OTP, or full card PAN/CVV over the phone. If anyone requests those, hang up and call the official line yourself.

Beware of lookalike domains. The official domain is https://www.esewa.com.np. If you are unsure, type it manually into your browser instead of clicking shortened links. For phone calls, 1660 numbers are toll-free from Nepal Telecom; if you are on another network and someone gives you a different number, cross-check it in-app before calling.

Quick verification steps (under 60 seconds)

• Open eSewa → Profile → Help & Support → Contact Us. Confirm the phone number shown there matches 1660-01-02121 (or the current number displayed).
• Visit https://www.esewa.com.np → scroll to the footer → Contact/Support. Confirm the same number and note any published hours or alternative lines.
• If a number you found elsewhere differs, treat it as unverified until it exactly matches what’s in-app or on the official site.

If the line is busy: practical escalation paths

During peak hours, the 1660 line can queue. Submit a support ticket with “Call-back requested” in the subject and include your reachable number and time window (NPT). Reference this ticket when you finally connect by phone; it helps the agent jump straight to the case history and attachments.

For urgent debit-without-credit cases above your normal transaction size, place both a ticket and a call. If your case is time-bound (e.g., payment to a government portal with a deadline), say so upfront. Agents prioritize such cases where possible and can coordinate with partner networks to accelerate reconciliation.

Summary: the fastest way to get help

Dial 1660-01-02121 from an NTC line for direct phone support. If you are on another operator or prefer not to wait, open a ticket in-app or via https://www.esewa.com.np and attach clear evidence (TID, timestamps, screenshots). Keep your registered number and transaction details ready; never disclose your MPIN or OTP to anyone.

Because contact numbers can change, always confirm the current helpline in the app’s Help & Support section or on the official website before calling. This simple habit ensures you reach genuine eSewa support and get your issue resolved quickly and safely.

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.

Is eSewa working in Nepal?

With over 13,800+ payout locations spread across Nepal, you can find the nearest domestic agents from where you can send and receive your payout amount.

How do I connect to eSewa?

SMS Syntax

1. Mobile Registration.
2. If you are new to eSewa, you can register to eSewa sending a text message. To register in eSewa, type REG in your message and send it to 32121. You will get SMS from eSewa (32121).
3. Balance Inquiry.
4. Change MPIN.
5. Recharge Cards.
6. Note: For NTC Recharge card, please send it to 32131.

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].