Last Updated: Nov 2, 2025
Welcome to the CashPay Support Center! We're here to help you get the most out of your mobile wallet experience. Whether you have questions about your account, transactions, security, or need technical assistance, our dedicated support team is ready to assist you. This page provides multiple ways to reach us and answers to frequently asked questions.
We offer multiple channels to ensure you get the help you need quickly and conveniently:
Primary Contact: support@cashpay.lk
General Inquiries: info@cache.lk
Send us a detailed description of your issue, including:
Response Time: We typically respond within 24-48 hours during business days.
Open the CashPay app and navigate to:
For urgent issues related to:
Please email support@cashpay.lk with "URGENT" in the subject line. We prioritize these requests and aim to respond within 4-6 hours.
Q: How do I create a CashPay account?
A: Download the CashPay app from Google Play Store or Apple App Store, open it, and follow the registration process. You'll need your mobile number, email address, and NIC for identity verification.
Q: How do I verify my account?
A: Complete your KYC (Know Your Customer) verification by uploading a clear photo of your NIC and a selfie. Verification typically takes 24-48 hours.
Q: Can I change my registered mobile number?
A: Yes! Contact support@cashpay.lk with your request. For security reasons, we'll verify your identity before making this change.
Q: How long do transactions take to process?
A: Most transactions are instant. Bank transfers may take 0-1 business days depending on your bank's processing time.
Q: What should I do if a transaction fails but money was deducted?
A: Don't worry! Failed transactions are automatically reversed within 0-5 business days. If the reversal doesn't happen, contact support with your transaction reference number.
Q: Can I cancel a transaction?
A: Once a transaction is completed, it cannot be cancelled. However, you can request a refund from the recipient or contact support for assistance.
Q: How do I add money to my CashPay wallet?
A: You can add funds via:
Q: How do I withdraw money from CashPay?
A: Go to "Send" in the app and "Bank Account", select your linked bank account, enter the amount, and confirm. Funds typically arrive within 0-1 business days.
Q: What are the withdrawal limits?
A: You can withdraw up to Rs. 50,000 per transaction with a daily limit based on your account type.
Q: What should I do if I suspect unauthorized access?
A: Immediately:
Q: How is my data protected?
A: We follow strict privacy practices as outlined in our Privacy Policy. We never sell your data and only share information as required by law.
Q: The app won't open or keeps crashing. What should I do?
A: Try these steps:
Q: I'm not receiving OTP/verification codes.
A: Check that:
If issues persist, contact support for alternative verification methods.
Q: Which devices and OS versions are supported?
A: CashPay supports:
Q: The app is slow or transactions are taking too long.
A: Ensure you have a stable internet connection. Performance may vary during peak hours. If issues persist, report them to support.
Q: How do I close my CashPay account?
A: Visit our Account Deletion page for detailed instructions on permanently closing your account and deleting your data.
If you couldn't find the answer to your question above, please contact us:
When contacting support, please provide:
CashPay is committed to maintaining high standards in accordance with Google Play Store and Apple App Store policies. This includes:
We continuously improve CashPay based on user feedback. Share your ideas, feature requests, or suggestions:
Your input helps us build a better experience for everyone!
For updates, tips, and announcements:
Thank you for choosing CashPay! We're committed to providing you with reliable, secure, and convenient financial services. If you need any assistance, don't hesitate to reach out—we're here to help!