How to get help
The primary route is the signed-in app's Help & Support screen (More → Help & Support). For a payment in your transaction history, open the transaction and choose its support/report-issue action; this links the transaction to the Help screen. Describe the problem and submit the issue. If a case ID is shown, save it for follow-up. The Help screen lists filed issues and their status.
If you cannot sign in, or a transaction has not appeared in history, you can try support@baobab.finance as an alternative. This existing address has not been independently verified as a monitored contact channel. Do not send passwords, full card numbers or identity documents by email.
Failed payments and refunds
First check the transaction status and reference in the app. For a debit that failed, duplicated or has not reached its recipient, use the linked issue flow. Include the reference, approximate date, amount and a short description. We will review available transaction and provider records and explain whether a reversal, refund or further provider review is possible. Refunds are not automatic in every case; the amount, method and timing depend on transaction status, payment rail, provider and applicable law. There is no guaranteed refund deadline.
Unauthorised or incorrect payments
Report suspected unauthorised activity promptly through Help & Support, secure your account and retain the reference. If you sent money to the wrong person, report it immediately. A completed payment may not be reversible; recovery is not guaranteed. We will review the case and available remedies without limiting any rights you have under applicable law.
Complaints and privacy requests
For a service complaint, account-access issue or privacy request, use Help & Support first and provide only the details needed to identify the matter. The transaction-linked issue form requires a recorded transaction; for other matters use the Help screen's available contact guidance or the email alternative above. No fixed response time is promised. If you disagree with an outcome, reply with your case ID or reference and the reason you disagree. You may use any external complaint or legal remedy available in your jurisdiction.
This is a product preview. Real-money services require market permissions and provider arrangements before launch. Do not assume funds are insured, safeguarded or covered by a deposit protection scheme. See Terms and Privacy.