Introduction
What is Nokia Money services?
Nokia Money service is offered by Nokia . The money deposited by the customer is maintained in Bank account of one of partner bank as per applicable RBI Guidelines. This application will enable you to pay bills and top up any mobile across India.
On which handsets do Nokia Money services work? Do I need to have a Nokia phone?
Nokia Money services will work on many S30 and S40/S60 handsets. Visit any authorized Nokia Money services agent or look up our web site to get the list of handsets that are supported. You can also call customer support at 1800 3000 1122 to get this information.
Do I need to have a connection from a specific mobile service operator?
No, not at all. Nokia Money services works across all operators in India.
Do I need a GPRS plan for the application?
No, you do not need to have a GPRS plan to use the application. You can choose the kind of data connection such as SMS or GPRS depending on the capability & tariff plan of your handsets
What if I lose my mobile phone?
No worries, no one will be able to access or use your Nokia Money services account without knowing your personal PIN. Since the PIN is not stored on the phone, your money is safe. Inform Nokia Money services so that we can block your account for further security. If you are using the Nokia Money services application, no one will be able to access or use your Nokia Money services account since the application is protected by your personal password.
What is IVR?
IVR stands for Interactive Voice Response. You can dial the number 022-39852616 to access an interactive voice response system and use the features offered it such as Change PIN, Verify Agent and Balance inquiry.
What are the charges on accessing Nokia Money services using IVR?
There are no charges for accessing Nokia Money services over IVR. You pay for the normal voice calling charges as per your telecom operator.
What is SMS-IVR?
SMS-IVR or Outbound IVR is a communication channel that allows voice/telephone access to all financial and non-financial services of Nokia Money Services. You will receive an automated Interactive Voice Response (IVR) on your registered mobile number by sending a SMS keyword in a pre-defined format. Consequently you will receive an IVR call back or a SMS in response. For all SMS commands and corresponding formats please refer the Welcome kit. The IVR number to which the SMS should be sent will also be provided along with the Welcome kit after registration
Cash-In/Deposits/Transfers
Can I withdraw money from a Nokia Money Agent (BC Member)?
Yes, you can withdraw money from any authorized BC Member location. This can be done through the Withdraw Money option in the Money Application or through SMS-IVR
When I went to deposit cash with an agent, the agent took my cash, but I didn't get any SMS confirming the deposit.
There may be network delays which could affect the response time. Please check your activity history or account balance. If that is also unresponsive due to network delays, wait for some time and then call Careline number 1800 3000 1122 from the store.
Can I cancel a payment I have made?
No, sending money happens instantly and in real time, so it cannot be cancelled, the same way that an internet banking transaction cannot be cancelled.
I made the payment to the wrong mobile number. Can I reverse it?
No. Once you make a payment, there is no way to reverse it. You should ensure that you enter the mobile number correctly to avoid this problem. You can call Careline at 1800 3000 1122 for any queries
Is there a minimum and a maximum amount I can spend per payment?
Yes, each type of payment may have a minimum and a maximum value that can be spent. Please check the welcome kit for the latest information.
Biller Payments
Can I get the list of billers available through Nokia Money Services?
Yes, you will receive the list of available billers in Nokia Money Services along with your Welcome kit. Alternately please call careline 1800 3000 1122
How many billers can I add?
There is a limit to the number of billers you can add. Please check with your careline 1800 3000 1122 for the limit.
Do I have to pay the entire bill amount?
You can make a payment either in full or in part depending upon whether the biller provides you with that facility.
Can I pay my bill through SMS - IVR?
Yes, you can pay bills using SMS- IVR channel.
When does the biller receive my payment?
Your account is debited as soon as you initiate a payment request and will be sent to the biller in a few days. Every payment made by you carries a unique transaction ID that can be used to track each payment independently.
By when should I make my bill payments?
To ensure that your payments arrive before the bill's due date and to avoid late payment charges, you need to make your payment at least 4 working days before the bill's due date. We cannot accept payments after this period.
Can I add/edit/delete a Biller by calling Careline if my handset application is not working?
Yes, you can call Careline to update your biller information or to add a new Biller. The Careline executive will authenticate you before taking your request.
Prepaid Recharge
What is prepaid mobile recharge?
Prepaid mobile recharge is a facility to recharge your or a contact's prepaid mobile connection using any of the available channels supported by Nokia Money Service.
How do I recharge my prepaid mobile connection?
You should be a registered customer of Nokia Money Service and should have the mobile application downloaded on your mobile phone. Or you can SMS IVR channel for recharge
Do I get a confirmation when I initiate a recharge?
Yes, you will be sent a confirmation SMS once the recharge is successful.
Are all operators supported?
Yes, most of the operators are supported. Check your welcome kit for details
Can I recharge my mobile for any denomination?
No, you cannot recharge for any denomination. You can only recharge for denominations permitted by your operator.
What is PIN less prepaid mobile recharge?
Some operators support PIN based recharge, wherein you specify the prepaid mobile number, operator, circle, amount to be recharged and your 4-digit PIN to authorize the recharge request. You will get a SMS notification with the 16 digit PIN from a third party service provider. You should then call the operator IVR number or send the PIN in a pre-defined SMS format that the operator supports to complete the recharge request. E.g. Airtel
What happens if I enter an incorrect PIN?
In case you enter an incorrect PIN you will be requested to re-enter the PIN. However if three consecutive incorrect PINs are entered your account gets locked.
What if I or the target mobile number does not get the 16-digit PIN even though the money was debited from my account for the transaction?
You can call our Careline number 1800 3000 1122 to check the status of the transaction. An investigation will be done and the 16-digit PIN will be resent to you by SMS.
Security - Change PIN, Reset PIN, Change Password
Is Nokia Money Services safe and secure?
Nokia Money Services is completely safe and secure. Your account is both password and PIN protected. Even if you lose your mobile phone, your money always remains safe & protected. As a customer, please install only digitally signed applications on your mobile phone and do not tamper with your application.
What is Change PIN?
Change PIN is a feature in the application that allows you to change your current PIN on-demand. You can change your PIN by providing your current PIN and then setting a new PIN. After validating that the information is correct, your PIN will be changed and you will be notified.
Can I change my PIN even if I remember my old PIN?
Yes, you can change your 4 digit PIN number in spite of knowing your current PIN for security reasons. You need to specify a new 4 digit PIN and also enter you current PIN.
Are there any charges when I change my PIN?
No, you will not be charged any fees for changing your PIN.
How often can I change my PIN?
You can change your PIN whenever you need. There are no restrictions on the number of times you change your PIN.
What are the PIN rules that should be fulfilled when the PIN is setup?
PIN should be numeric and should be 4 digits in length. There should be no spaces between the digits. The new PIN must not be same as the current PIN.
Can you recommend any security guidelines?
- Ensure that your PIN is unique and not easily guessed.
- Never share your PIN with anyone.
- Do not store your PIN or other sensitive information on your mobile phone.
- Do not set repetitive or consecutive 4 digits e.g. 1111 or 1234.
- Do not set your date of birth as your PIN.
I forgot my PIN. What should I do?
Please call customer support 1800 3000 1122 to have it reset. You will be sent a temporary PIN via SMS. You need to set a new PIN the next time you use the service.
What should I do when the PIN is reset by customer support?
It is mandatory to change your PIN once it has been reset. Once the PIN is reset, a temporary PIN will be sent to you by SMS and you can set a new PIN as follows:
Mobile Application: You need to enter a new PIN and confirm the same. The temporary PIN need not be used here if you use the mobile application to set a new PIN.
IVR: When you call the Inbound IVR number 022-39852616, you need to enter your temporary PIN that was sent to you via SMS. You will be prompted to enter a new PIN and confirm the same.
What are the PIN rules that should be fulfilled when setting a new PIN?
PIN should be numeric and should be 4 digits in length. There should be no spaces between the digits.
If after 3 wrong attempts when my account gets locked, can I call Careline to reset my PIN?
You can call Careline and simply request them to unlock your account. If you still remember your current PIN, you can continue to use that. Else, you can request Careline to reset the PIN.
What is Change Password?
Change Password option allows you to change your application password whenever required for security reasons.
Is there any rule for setting a Password ?
Yes, your password should be 5-12 alphanumeric characters.
Balance Inquiry
Will I receive an SMS about my latest balance after each transaction?
You will get a notification regarding your latest balance after each successful transaction in the Money application.
Account modification / closure
How to modify / close Nokia Money account?
Nokia Money customer accounts can be modified or closed by calling careline, they will help with the same. Call Careline number 1800 3000 1122.
Verify BC Member
What is Verify BC Member?
Verify BC Member is a feature in the application that allows you to verify whether the BC Member you are transacting with is an authorized BC Member or not. Always make sure that a BC Member is genuine before you transact with the BC Member.
Who are authorized BC Members?
Authorized BC Members are those who have been authorized to conduct and provide Nokia Money Services to customers. Status of such members will reflect as "Active" or "Inactive" depending on the status of the BC Member.
What is a BC Member ID?
Every BC Member has a unique BC Member ID that identifies them in the system. This ID will be displayed prominently at the store. Use this ID to check whether the BC Member is authorized and active in our system. It is advised that you check the BC Member's status before you transact with them.
Are BC Members and Agents the same?
Yes, a BC Member is equivalent to Agent. BC Member is the term given by the Union Bank Bank to define an Agent.
SMS - IVR
Where can I find information on various SMS commands and its formats?
For all SMS commands and corresponding formats please refer the Welcome kit. You can also send an SMS HELP to the designated number and in response you will get the complete list of SMS commands.
What is IVR number?
IVR number is a designated customer support number from where the customer gets a call back in response to SMS sent. This number will be provided to you along with your Welcome kit after registration.
What is the advantage of having SMS - IVR channel?
SMS- IVR enables extensible access to Nokia Money Services through practically all devices (which support SMS) - Nokia / non-Nokia, touch screen mobiles, S30 etc.
I already have the Money application installed on my phone. What advantages will the SMS-IVR channel offer?
SMS - IVR will be an additional channel similar to various banking channels available to customers. This may also help in cases where the customer's handset does not support the Nokia Money application.
Will I be charged for the SMS or IVR call?
You will be charged for sending SMS based on applicable SMS costs and the SMS plan provided by your operator.
What if I send the SMS command in the wrong format?
If the SMS command is sent in the wrong format, you will receive a response SMS indicating that the format is not supported. You can SMS HELP along with the command name to know the actual SMS command format.
Customer Careline
What do I need to provide if I call customer care regarding a particular transaction?
You should have the transaction ID related to the specific transaction and provide that to the Careline representative.
How can I contact Nokia Money Services?
To contact Customer Support, please call the Careline number 1800 3000 1122 provided to you along with the Welcome kit.
