Complaints & disputes

First, look the transaction up

Many cases resolve themselves in a minute: open Look up a transaction, enter the transaction code or phone number, and see the real status. Payment is asynchronous, so an order shown as "pending" usually just means the bank has not reported back yet — not that money is lost.

Do complain when:

• Money left your account but the order has not completed after 60 minutes.
• A top-up or data purchase reports success but the number received nothing.
• The eSIM QR will not install, or the profile errors.
• A vanity number was paid for but never transferred.
• An approved refund has not arrived after 3 working days.
• You believe your personal data has been handled incorrectly.

Three channels, one queue

Email

info.minhphat.87@gmail.com

Hotline

0993686868

On the platform

Open the order in Orders and press "Report a problem"

Postal address

194/11M Bach Dang, Ward Binh Thanh, Ho Chi Minh City, Vietnam

To let us work quickly, include:

• The transaction or order code.
• The phone number or email you used when ordering.
• The amount and time of payment.
• A screenshot of the bank receipt, if you have one.

You do not need an Anipay account to complain. If you bought while signed out, the transaction code is enough for us to find the order.

How long until you get an answer

Acknowledgement

Within 24 working hours

Top-up & data problems

1–2 working days

eSIM problems

1–3 working days

Bank reconciliation

3–7 working days

Refund after approval

1–3 working days

Personal data requests

Up to 30 days

If a case needs longer than the above, we tell you before the deadline passes, say exactly what is holding it up, and when you will have an answer. We do not leave you guessing.

Your money is in one of three places

When a transaction goes wrong, the money is always in exactly one place, and we tell you which:

• Still at your bank: the instruction never left, nobody was charged. Scan a fresh QR code.
• In our guarantee account: the money arrived but the goods did not ship. We finish delivery, or refund in full.
• Already passed to the carrier: the goods shipped. If the number still has not received them, we take it up with the carrier on your behalf.

Refunds always return to the account that paid — not to a wallet or an internal balance — unless you ask otherwise. We never charge a fee for handling a complaint.

What happens when the outcome is unsatisfactory

Reply to the email that delivered the outcome and write "request review". The case escalates to a manager and is re-examined by someone who did not handle it the first time. We respond within 7 working days.

If that still does not settle it, you may take the matter to a consumer protection body, or to a competent court in Vietnam. We provide your full transaction file on request, free of charge.

Where to go outside Anipay

This UI build has not been given a verified Ministry of Industry and Trade registration status. Once real filing details exist, e-commerce websites can be looked up and reported at online.gov.vn.

For consumer rights, contact the National Competition Commission (Ministry of Industry and Trade) or the Department of Industry and Trade where you live. The consumer advice hotline is 1800.6838.

Responsible entity

CÔNG TY TNHH JARVIS NEXTGEN TECHNOLOGY JSC

Tax code

0305260309

Person responsible for content

Not yet set