Urgent — account compromised
Freeze the wallet in the app first, then call. Do not wait for email.
+1 (302) 272-5696Support
Get a real answer.
Most questions are answered below. If yours is not, contact us — money problems are not something to leave sitting in a queue.
General help
Questions about fees, transfers, verification or your statement.
support@thumapay.comBusiness and API
Integration questions, settlement queries and account setup.
hello@thumapay.comCommon questions
Answers to what people ask most
Wallet-to-wallet transfers settle immediately. Bank transfers follow the clearing window shown at confirmation, which can run to the next business day. If a transfer is pending beyond the stated window, contact support with the reference from your receipt.
Contact support straight away with the transaction reference. If the funds are unclaimed we can often stop them. Once claimed, recovery depends on the recipient agreeing to return them — we will ask, but we cannot compel it.
The usual causes are a blurred document photo, a name that does not match the ID exactly, or an expired document. Support will tell you which one applied rather than making you guess.
Withdraw your balance, then request closure from support. We will confirm in writing. Transaction records are retained afterwards because financial services law requires it.
No. Wallets are personal and tied to a verified identity and device. Letting someone else transact on your account breaches the terms and makes you responsible for what they do.
Email support with "Complaint" in the subject. You will get a reference and an acknowledgement within one business day, and a written outcome. If you are unsatisfied, you can ask for a second look by somebody who was not involved, and we will provide the file reference.
Complaints
How a complaint is handled
01
Acknowledged
Within one business day, with a reference number you can quote in any follow-up.
02
Investigated
We review the records and come back to you with questions if we need them, rather than closing the case for lack of information.
03
Answered in writing
A written outcome explaining the decision and the reasoning, including where the answer is not the one you wanted.
04
Escalated if needed
If you remain unsatisfied you may ask for the decision to be looked at again by somebody who did not make it, and nothing in our terms stops you taking the matter to an authority with power over it, or to the courts. We supply the file reference and do not obstruct the referral.
Still stuck?
Send us the transaction reference and what you expected to happen. That is usually enough for us to find it on the first reply.