Zerodha Customer Care: Practical, Up‑to‑Date Guide for 2025

Official Support Channels and Service Hours

Zerodha’s primary customer care is delivered online through its help center and ticketing system. Start at https://support.zerodha.com for guided articles and to raise a ticket. You can also access support from within the Kite trading app/web and the Console back office under the Help/Support sections; this automatically attaches your client details to speed up verification. For market-related queries (orders, positions, margins), use the Trading and Markets category; for onboarding, KYC, and account changes, use the Account Opening or Console/Account sections.

Support hours for assisted help typically align with Indian market timings and working days. Expect real-time assistance during market hours (9:00 AM–3:30 PM IST on NSE/BSE trading days) for critical trading issues and extended support through business hours (commonly until 6:00 PM IST, Monday–Friday) for non-trading queries. After-hours tickets are queued for the next business day. For self-help, the knowledge base is searchable 24/7 and covers topics like eDIS, pledging, margins, and tax reports.

Fastest Way to Get Help: What to Include in Your Ticket

Well-structured tickets receive faster, more accurate resolutions. When raising a ticket via https://support.zerodha.com or from Kite/Console, select the most precise category and subcategory so your query routes to the right team (e.g., Kite technical issues vs. Order execution vs. Funds & withdrawals). Use the “Report a problem” flow inside Kite if the issue is live (e.g., order rejections, RMS, margin, or charting anomalies) to attach app logs automatically.

Provide your Client ID, PAN’s last four characters (if asked), and specific identifiers: order ID, instrument/symbol (e.g., NIFTY24SEPFUT), exchange (NSE/BSE), timestamp, and screenshots with the system time visible. For funds, include transaction reference numbers and bank name. For account changes, attach the exact document requested (e.g., a self-attested PAN copy, latest bank statement with IFSC, or a canceled cheque). Typical first responses arrive within one business day for non-urgent issues; market-impacting tickets are prioritized during trading hours.

Call & Trade vs. Customer Support: Know the Difference

Call & Trade is a dealer-assisted order placement service, distinct from customer support. Use it only when you cannot place orders on Kite (connectivity issues, device loss, etc.). Zerodha verifies you with your client details and a support code/PIN set in Console (Profile > Support code). Keep this code confidential; you’ll be asked for it before any dealer can act on your account.

There is an additional charge for Call & Trade. As of 2025, the fee commonly applied in the industry is Rs 50 + GST per executed order placed via a dealer, and Zerodha applies a similar per-order charge for dealer-placed orders. This is separate from regular brokerage (which on Kite is up to Rs 20 or 0.03% per executed order for intraday and F&O, whichever is lower, and zero brokerage on equity delivery). Use the official numbers listed inside your Kite/Console Help or the contact section at https://support.zerodha.com to avoid spoofed lines.

Security and Fraud Prevention: Non-Negotiables

Zerodha deals exclusively through its official domains and apps: kite.zerodha.com, console.zerodha.com, and support.zerodha.com. There is no official support via WhatsApp, Telegram, or unsolicited DMs. Do not share OTPs, passwords, or your support code with anyone, including people claiming to be from Zerodha or “the exchange.” Zerodha will never ask you to install remote-control software (AnyDesk/TeamViewer) to “fix” a trading problem.

• Check the URL and SSL: only *.zerodha.com and https://support.zerodha.com are valid support domains.
• Never pay “resolution fees” to third parties. Brokerage, DP, and pledge charges are billed in your ledger/contract notes, not via UPI links sent on chat.
• Set and memorize your Console support code; do not store it in notes/screenshots. Change it immediately if you suspect exposure.
• Enable 2FA on Kite and verify device logins regularly. If you see unauthorized activity, reset password, revoke sessions, and raise a priority ticket at once.

Complaint Escalation and Regulatory Avenues

If an issue remains unresolved, use Zerodha’s escalation flow. Start by replying on the same ticket to keep history intact. If the turnaround exceeds the communicated timeframe or you disagree with the resolution, you can escalate via the grievance category in the help portal or through the public complaints dashboard at https://zerodha.com/complaints, where Zerodha publishes monthly stats (received, resolved, average resolution time).

If still unresolved after you have given the broker reasonable time (commonly up to 30 calendar days), you can approach the SEBI SCORES portal at https://scores.gov.in. As part of SEBI’s Online Dispute Resolution (ODR) framework, you may also use the SMART ODR portal at https://smartodr.in for mediated/online resolution. For exchange-specific trade disputes, you can approach the investor services cell of the relevant exchange (e.g., https://www.nseindia.com/invest for NSE’s investor resources). Always supply your Client ID, ticket numbers, and documentary evidence (contract notes, order/trade reports, bank proofs) to expedite resolution.

Common Requests and the Exact Data You’ll Need

For funds and withdrawals: include your bank name, account number’s last four digits, transfer method (UPI/IMPS/NEFT), reference number/UTR, and timestamp. Note that net banking transfers usually show up near-instantly; IMPS/NEFT depend on bank cut-offs. For delays beyond bank cut-offs, attach the bank debit proof (screenshot/PDF).

For account changes (bank/mobile/email/address): provide a self-attested PAN copy and the supporting document—canceled cheque or bank statement with IFSC for bank changes, and a recent utility bill or bank statement for address updates. For nominee addition: nominee details plus ID/address proofs as per the support article. For account closure: submit the closure form as per guidance on https://support.zerodha.com with eSign or physical submission as instructed; ensure there are no open positions or negative ledger balance.

Fees and Service Details That Often Trigger Support Queries

Brokerage on Kite: equity delivery is Rs 0; intraday and F&O are charged at Rs 20 or 0.03% per executed order, whichever is lower. Many client tickets relate to DP charges: when you sell delivery holdings from your demat, CDSL DP charges apply per scrip per day (commonly Rs 13.5 + GST per scrip) and appear in your ledger/contract note. These are not brokerage and will be charged even if brokerage is zero on delivery.

Other frequent items: Demat AMC (commonly Rs 300 + GST per year, charged by the DP), pledge/unpledge request charges (often around Rs 30 + GST per ISIN request), and payment gateway charges for some net banking deposits (commonly Rs 9 + GST). UPI transfers into the trading account are typically free from Zerodha’s side. Check the live schedule of charges on https://zerodha.com/charges before raising a ticket; if the ledger still looks incorrect, attach the specific day’s contract note and ledger PDF with highlighting to speed up reconciliation.

Operational Timelines You Can Expect

Equity and F&O contract notes are generated on T+1 and are accessible in Console; P&L and tax P&L reports (for FY filings) are also available in Console and typically update overnight. Withdrawals requested before the platform cut-off on working days are usually processed the same day and credited based on bank rails (often within 24 hours on business days). Pledging/unpledging of securities for margin generally completes within the same or next business day subject to CDSL confirmation.

For KYC and account opening, fully online applications can be approved within 24–48 business hours provided all docs pass verification. If there’s a mismatch (PAN/Aadhaar/name/bank), attach clear, self-attested copies as requested in the ticket to avoid back-and-forth.

When to Use Which Channel

Use the knowledge base first for how‑to queries (e.g., eDIS, GTT, pledging, TDS in contract notes). Raise a ticket for account-specific issues (charges, login, KYC, holdings mismatches). Switch to Call & Trade only to place or square off orders when you cannot access Kite; remember the per-order dealer charge and keep your support code ready.

For disputes or escalations, keep everything on record: the original ticket, follow-ups, contract notes, bank proofs, and screenshots with timestamps. If unresolved after the broker’s stated TAT, use SEBI’s SCORES (https://scores.gov.in) or SMART ODR (https://smartodr.in), and for trade-specific matters, the relevant exchange’s investor services cell.

• Key links: Help center and tickets – https://support.zerodha.com; Kite – https://kite.zerodha.com; Console – https://console.zerodha.com; Charges – https://zerodha.com/charges; Complaints dashboard – https://zerodha.com/complaints; SEBI SCORES – https://scores.gov.in; SMART ODR – https://smartodr.in
• Reference facts: Founded in 2010 (Bengaluru); active clients in the millions on NSE as of 2024–2025; equity delivery brokerage Rs 0; intraday/F&O up to Rs 20 per executed order; typical DP sell charge Rs 13.5 + GST per scrip; common Call & Trade fee Rs 50 + GST per executed order; support business hours align with trading days and extend to early evening.