Three contact paths, partner-published SLA windows
rs9 does not run customer care. The partner does. below documents the three partner contact paths, the SLA windows the partner has published and the escalation ladder when an issue is unresolved.
How to reach the partner
Where partner-published, where not
The partner publishes its SLA windows inside the partner help center. The numbers change per issue class and per VIP tier. rs9 does not republish the raw SLA numbers; the reader who wants the live window opens the partner help center. The escalation ladder on /legal/ applies to unresolved payment holds.
When the in-app ticket stalls
- Open the in-app ticket first. Cite the registered mobile and the last four digits of the transaction ID.
- If the ticket stalls past the partner SLA, escalate to the partner escalation inbox.
- For unresolved payment holds or account-closure issues, the legal escalation path on /legal/ applies.
Five questions after the paths
Does rs9 run customer care?
What is the partner SLA window?
Can I email the partner directly?
Will rs9 reply to support emails?
What about responsible-use and closure?
In-app ticket, email escalation, partner-side phone
Path one: in-app ticket. Open the partner app → Help → New ticket. The partner-side ticket flow is the fastest path for any account, payment, or KYC question. The partner flow does not publish a per-ticket SLA; turnaround depends on ticket complexity.
Path two: email escalation. The partner email is published on the partner in-app Help screen and on the partner domain. Email escalation is the right path for issues that need a written record, or for tickets that have been waiting in the in-app queue longer than the partner's published queue window.
Path three: partner-side phone. Where the partner publishes a phone number, it is on the partner in-app Help screen. Phone is the right path for an urgent account access issue, such as a suspected unauthorised login, where the partner needs to verify identity by voice before unlocking the account.
Where to go when the partner queue stalls
If the in-app ticket flow does not resolve within the partner's published queue window, escalate to the partner email. If the email escalation does not resolve within the next queue window, escalate to the partner's legal@ domain. If the legal escalation does not resolve and the partner has published a MeitY grievance officer, escalate to that officer. rs9 does not host the legal escalation; rs9 is the editorial publisher.
How the partner flow verifies identity before unlocking an account
The partner flow uses three signals to verify identity: the KYC documents on file (PAN + Aadhaar), the bank account on file (verified via penny-drop or UPI handle match), and the mobile number on file (verified via SMS OTP). The three signals combine. The partner flow asks for a second signal when the first signal is ambiguous; a third signal when the second is also ambiguous.
The verification flow runs inside the partner app. rs9 is not part of the verification flow. If a reader receives an email or SMS asking for partner-side credentials, the message is not from the partner. Treat it as phishing; report to the partner via the in-app Help screen.