how do i get help if something goes wrong with a bill payment ?

Prune offers multiple support channels to help you resolve bill payment issues quickly. Every bill payment is fully traceable, and support can track transactions using BBPS references, transaction IDs, and bank logs.

1) In-app chatbot (24×7)

The fastest way to get help for common issues such as:

Failed payments

Refund queries

Pending/processing status

Wrong bill details

Double debits

The chatbot also provides guided troubleshooting flows based on your biller type.

2) Order-level support tickets (recommended)

Each transaction in Bill Payments → My Payments has a Raise Ticket option.

This links your issue directly to the specific payment, so support can use:

Transaction IDs

BBPS reference numbers

Bank/payment gateway logs

to resolve the case faster.

3) Email / escalation support

For complex cases, Prune may coordinate with:

Payment gateways

Banks

Billers/utilities

This is used when additional investigation or formal reconciliation is required.

Related Faqs