Botim Customer Support: How to Contact Them & Fix a Failed Transfer

How to actually contact Botim support

Botim's in-app support is the fastest route for most issues: open the app, go to Settings, and use the contact options there to message their team directly — this connects you to agents already looking at your account and transaction history. For email, customerservice@botim.me is Botim's general contact address, with support@botim.me handling technical and app issues specifically. A phone contact number, 6005-26846 (also written 6005-BOTIM), is listed on Botim's affiliated payment platform pages — we couldn't independently verify this is toll-free specifically, so treat it as a standard contact line rather than assuming no charges apply, particularly if calling from outside the UAE.

My money was deducted but never arrived — what now?

This is the most common complaint we found in user reports, and it's usually one of a few specific issues: a delay on the receiving end (give it a few hours before assuming it's failed, especially for bank deposits outside standard banking hours), a wrong recipient detail entered (double-check the phone number or account details you submitted), or occasionally the receiving country or region selected incorrectly, which can hold up delivery until corrected. Contact support with your transaction reference number ready — every report we found that got resolved involved the sender providing this upfront rather than support having to look it up.

My transfer shows "pending" — is that normal?

A pending status usually means the transfer is still processing on the recipient's end, not that something's wrong. This is more common for bank deposits than wallet-to-wallet transfers, and can take longer around weekends or Nepali bank holidays — worth checking Nepal's banking week before assuming a delay is unusual. If a transfer stays pending well beyond the timeframe Botim quoted at the time of sending, that's when it's worth contacting support directly rather than continuing to wait.

Before you contact support, have this ready

Speeding up a resolution usually comes down to what you hand support upfront: your transaction reference number, the exact amount and date sent, the recipient's details as entered, and a screenshot of the transaction status in your app. Reports that included all of this from the first message consistently got faster responses than ones that didn't.

If you're still deciding whether to use Botim

This page is for existing users with a specific issue. If you're weighing whether to use Botim for sending money to Nepal in the first place — including its actual exchange rate, fees, and how it compares to alternatives — our full Botim review covers that in detail.

Frequently Asked Questions

See also: full Botim review · how to get a refund on a failed transfer · compare every provider