These are our official channels. We don’t use any others.
In-app chat
This is the main and fastest route. Go to Profile → Help and tap Chat with us.
Available 24 hours, every day. The assistant resolves most queries instantly and hands off to a person when needed.
For queries requiring extensive documentation. We respond within 48 business hours.
The official address is listed under Profile → Help → Contact.
Emergency line
Only for blocking cards and reporting a compromised account. Available 24 hours.
The number is listed under Profile → Help → Contact and on the back of your physical card.
Channels we do NOT use
- Social media direct messages
- Outbound calls asking for your details
- SMS containing links
If someone contacts you through any of these claiming to be Fintech Ejemplo, it’s a scam. See the article on common scams.
Formal complaints
If a query wasn’t resolved to your satisfaction, file a formal complaint from Profile → My claims → New claim.
You’ll receive a claim number and an estimated resolution time. Claims are answered within the timeframes set by current regulation.
Escalation
If you’re not satisfied with the resolution of your claim, you can escalate to consumer protection authorities and the relevant regulatory bodies. Contact details are listed under Help → Regulatory information.
What to have ready
- Transaction number, if your query is about a specific transaction
- Approximate date and time
- Screenshots of the error, if applicable