Last updated: June 2026
Important Notice: Because Instapay is currently in pre-launch development, no live consumer transfers are currently available. This page describes the intended dispute and error-resolution approach for future services.
Suspect unauthorized activity? Contact us immediately at [email protected]. Prompt reporting helps protect your account.
Instapay is committed to providing a clear, fair, and transparent process for resolving account errors, unauthorized activity, and transaction disputes. This page describes our intended approach to error resolution and disputes for future real-money services, subject to partner, bank, compliance, and regulatory approval.
Instapay is not a bank and does not currently process, hold, or transmit real money. When financial services become available, this policy will be updated to reflect applicable legal requirements, including any requirements under the Electronic Fund Transfer Act (EFTA) or Regulation E.
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When real-money services become available, you will be able to report account errors, unauthorized activity, or transaction disputes by contacting Instapay directly at [email protected]. Please report any suspected problem as soon as possible. Prompt reporting helps Instapay investigate the issue quickly and may limit your liability for unauthorized activity. When real-money services are live, time limits for reporting errors may apply under applicable law — those limits will be disclosed in the applicable service agreement. You may also reach our support team through the Instapay platform's in-app support channel, once that feature is available.
To help Instapay investigate a reported problem efficiently, please include as much of the following information as possible when you contact us: • Your full name and the email address associated with your Instapay account • A description of the problem, error, or suspected unauthorized activity • The date and approximate time the issue occurred • The amount involved, if applicable • The name or identifier of the other party involved in a transaction, if known • Any confirmation numbers, reference numbers, or transaction IDs • Any supporting documentation, screenshots, or records you have Providing complete information at the time of your initial report helps us begin the investigation without delay.
A transaction dispute occurs when you believe a completed transaction was incorrect, unauthorized, or did not occur as expected. When real-money payment services become available, Instapay intends to provide a formal dispute process that allows users to: • Dispute a transaction they did not authorize • Report a transaction that was processed for the wrong amount • Report a payment that was sent to the wrong recipient due to a platform error • Request review of a transaction that was delayed, failed, or not completed as expected Instapay will not be able to reverse transactions that were authorized by you and completed as instructed, except where required by applicable law. Users are responsible for verifying recipient information before initiating any payment.
When Instapay receives a report of an error, unauthorized activity, or dispute, we intend to follow this general process: 1. Acknowledge receipt of your report and assign a case reference number 2. Review the reported issue and gather relevant account and transaction records 3. Contact you if additional information is needed to complete the investigation 4. Reach a determination and notify you of the outcome 5. Take corrective action where appropriate, including reversing transactions or restoring account access Investigation timelines will depend on the nature and complexity of the issue. When real-money services are live, applicable law may require us to complete certain investigations within specific timeframes, which will be disclosed in the applicable service agreement. Instapay reserves the right to place a temporary hold on account activity during an active investigation where necessary to protect users or prevent further harm.
Instapay may place a temporary hold on an account or restrict certain account activity in the following circumstances: • A report of unauthorized access or suspicious activity has been received • An investigation into a dispute or error is in progress • Instapay has reason to believe that account activity poses a risk of fraud or financial harm • A request has been received from a law enforcement agency or regulatory authority If your account is placed on hold, Instapay will notify you at the email address associated with your account, to the extent permitted by law. We will work to resolve the underlying issue and restore normal account access as quickly as possible. Account holds are a protective measure and do not constitute a determination of wrongdoing.
To report an error, unauthorized activity, or transaction dispute, or to ask questions about this policy, please contact us at: Email: [email protected] For compliance or legal matters: [email protected] For privacy-related requests: [email protected] When contacting us, please include your account email address and a clear description of the issue so we can respond as efficiently as possible.
This policy may be updated as Instapay's platform develops and as applicable legal requirements are clarified. Instapay is not a bank. Real-money services are not currently available and are subject to partner, bank, compliance, and regulatory approval. Nothing in this policy constitutes an offer of financial services or a guarantee of any specific dispute outcome.
Contact our support team at [email protected] or review our related policies.