Flutterwave Customer Care: How to Reach Support and Get Issues Resolved Fast

Flutterwave is a payments infrastructure company founded in 2016 that enables businesses to accept cards, bank transfers, USSD, mobile money, and more across Africa and beyond. Because payments are high-stakes and time-sensitive, knowing exactly how to work with Flutterwave Customer Care can save you hours and reduce failed transactions, settlement delays, or chargeback risks.

This guide explains the support channels Flutterwave offers, what information to include in a ticket, expected timelines for refunds and disputes, and how to escalate effectively while staying compliant with security standards. It is written from an operational perspective so you can resolve issues on the first attempt.

Support Channels and When to Use Each

The primary hub for help is the Flutterwave Help Center at https://support.flutterwave.com. It provides categorized guides, outage notices, and a ticketing portal. If you already have a Flutterwave account, the fastest route is usually via the Support or Help widget inside the merchant dashboard at https://dashboard.flutterwave.com, because your merchant ID, business name, and environment (Live or Test) are attached automatically to the ticket.

Developers should reference the API documentation at https://developer.flutterwave.com (current generation is v3) for request/response formats, idempotency, and webhooks. If your issue is purely technical—such as webhook signature mismatches, 3DS flows, or transfer queue states—link your relevant API logs when you submit a request. For general questions (fees, onboarding, settlements, compliance), start with the Help Center first; if an article does not address your case, open a ticket with concrete transaction data so the support team can investigate efficiently.

Contacting Flutterwave the Right Way: Step-by-Step

For transaction-level problems (declines, duplicates, refunds, chargebacks), open a ticket from within your merchant dashboard. Navigate to Support, choose the closest category (e.g., Payments, Transfers, Chargebacks/Disputes, Settlements), and clearly state whether this is a Live or Test issue. Include the transaction reference exactly as it appears in your dashboard. If you are a consumer (payer) contacting Flutterwave about a payment you made on a merchant’s site, include the merchant name and the email/phone you used at checkout; in many cases, Flutterwave will need to coordinate with the merchant of record to complete the resolution.

If the dashboard is unavailable, use the Help Center’s “Submit a request” link on https://support.flutterwave.com. Attach screenshots of errors from your dashboard, API logs, or your bank’s debit alert. Redact sensitive values (for example, mask card PAN and CVV) but include timestamps (with timezone), the last 4 digits of a card if applicable, the currency, and the exact amount to the minor unit (e.g., NGN 10,500.00) so reconciliation is unambiguous.

• Include: transaction reference(s), merchant ID, environment (Live/Test), currency and amount, date/time with timezone, customer email/phone, bank name or mobile money operator, and any API request IDs or webhook event IDs.
• Attach: dashboard screenshots of the transaction detail, error messages, settlement reports (CSV), and relevant log snippets showing request/response (with sensitive keys redacted).
• State the goal: refund requested, settlement trace, chargeback evidence upload, transfer recall, or account-access reset—plus your internal deadline if time-bound.

Timelines: Refunds, Settlements, and Disputes

Refunds on card payments typically reflect at the issuing bank within 3–10 business days after Flutterwave confirms the refund has been processed, due to card-network and issuer processing windows. For bank transfers, settlement reversals may complete faster—often within 0–2 business days—depending on the receiving bank’s reconciliation cycles. Mobile money refunds usually reflect within 24–72 hours, but can vary by operator and country.

Chargebacks follow card-network timelines, which commonly range from 45–90 days from the date of dispute initiation. Merchants should respond quickly: upload compelling evidence directly in the dashboard dispute module and reference the chargeback case/ARN provided in the dashboard or by support. Failing to respond within the stipulated window often results in an automatic loss. If you are expecting a payout, check your settlement schedule in the dashboard and cross-verify with your bank statement; if a settlement is missing after the stated cycle, open a settlement trace ticket with the settlement batch ID and the expected amount.

Security and Compliance During Support

Flutterwave operates under strict payment security standards (for example, PCI DSS certification for card data handling). When interacting with Customer Care, never share full card numbers, CVV, 3-D Secure OTPs, or API secret keys. Support will never ask for your OTP or your full card details. If you’re asked to verify ownership of an account, do so using official dashboard flows and known Flutterwave domains.

Enable two-factor authentication (2FA) on your dashboard account and restrict API keys by environment and role. If you share logs or screenshots, redact bearer tokens, secret keys, and PII that is not essential for troubleshooting. For developers, verify webhook signatures and IP allowlists in a staging environment before going live; include signature mismatches and timestamps in your ticket if you need help. Customers in jurisdictions covered by data protection laws (for example, GDPR or NDPR) should ensure any shared data is minimized and lawfully processed; the Help Center provides guidance on data handling and retention.

Escalation Paths, Updates, and Preventing Recurrence

When you submit a ticket, you will receive an automatic case ID. Keep all correspondence within that thread so logs and actions remain in one timeline, and update the subject line with the highest-impact reference (for example, “Chargeback – ARN 123456789 – NGN 250,000”). If the issue becomes business-critical (for example, repeated declines in Live), reply in-thread requesting escalation, add a concise incident summary (what changed, blast radius, steps to reproduce), and attach fresh test results. This shortens the diagnostic cycle dramatically.

To reduce repeat incidents: monitor your Live vs Test configurations, keep webhooks healthy (acknowledge with 2xx and retry logic), and reconcile daily using dashboard exports. Make sure your checkout page and backend time are synchronized (NTP) to avoid timestamp-related validation errors, and verify that your endpoint TLS settings meet current standards. If your team pushes code on weekends or outside business hours, stage an on-call plan and pre-generate a ticket template with all the fields listed earlier so you can file a high-quality ticket in minutes.

Important Links and How to Use Them

Merchant dashboard: https://dashboard.flutterwave.com — create tickets with account context, manage refunds, disputes, and settlements. Help Center: https://support.flutterwave.com — step-by-step articles and a request form if you cannot access the dashboard. Developer docs: https://developer.flutterwave.com — API references, SDKs, and webhook guidance.

Before contacting support, confirm whether the issue is local (for example, recent code change, DNS/TLS updates, or bank downtime specific to a region). When you do reach out, provide actionable evidence as outlined above; it is the single biggest factor in speeding up resolution and keeping your payment operations stable.

Is Flutterwave a US company?

Founded in 2016 and headquartered in San Francisco and Nigeria, Flutterwave aims to make it easier for Africans to build global businesses that can make and accept any payment, across Africa and around the world.

How to get customers on Flutterwave?

Then click the create store button. But creating a store isn’t complete until you share it. So your store link will be automatically generated and displayed on the setup page of your dashboard.

How do I recover my money from Flutterwave?

Our promise

1. Log your claim for a refund. After you log your claim against a merchant, we will contact the merchant and give you a response on your claim within 24 hours or as soon as we get a response from the merchant.
2. Clear communication.
3. Options to receive your funds.

Which country uses Flutterwave?

History. Flutterwave was founded in 2016 by Iyinoluwa Aboyeji, Olugbenga Agboola, and Adeleke Adekoya and is headquartered in San Francisco, California with current operations in the U.S., Canada, Nigeria, Kenya, Uganda, Ghana, South Africa, and 29 other African countries.