Introduction
What is mobile money services?
Mobile money service is offered by Union Bank of India in partnership with Nokia . The money deposited by the customer is maintained with Union Bank of India as per applicable RBI Guidelines. This application will enable you to pay bills, top up, buy goods and services and send and receive money anywhere in India
On which handsets do mobile money services work? Do I need to have a Nokia phone?
Mobile money services will work on many S30 and S40/S60 handsets. Visit any authorized mobile 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. Mobile 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 mobile money services account without knowing your personal PIN. Since the PIN is not stored on the phone, your money is safe. Inform mobile money services so that we can block your account for further security. If you are using the mobile money services application, no one will be able to access or use your mobile 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 mobile money services using IVR?
There are no charges for accessing mobile 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 Mobile 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
Registration/Activation
The mobile money services agent tried registering my mobile number. However, for some reason, my number is already registered by someone else in the system? Can I still register?
You can still register. Your registration will be queued and a back office team will investigate the matter. You will be informed whether your account was successfully registered or declined. In case your registration was declined, you can still register with a different number.
What if I change my mobile number or SIM?
You can have your account details linked to your new mobile number. Visit any authorized BC Member agent and complete a form to have the changes made.
What happens if my mobile number is reissued to someone else?
You must always inform customer support of your change in mobile number so that your account can be delinked from your old number and linked to your new one.
What do I do if I buy a new phone?
If your new phone is a Nokia device, the mobile money services application may already be on it, in which case you will just need to set up some basic information to start using it. If it does not have the application, you can visit an agent to check if it can be loaded.
Do I need to pay any fee/commission to the Mobile Money Agent (BC Member) for any of the services offered?
No. You need not pay any fee/commission to the BC Member for any of the services offered, unless you receive a specific message on the same.
Am I allowed to register for more than one mobile number?
No. You are not allowed to register for more than one mobile number.
What if I activate my account through SMS-IVR channel?
The process of activation remains the same irrespective of whether you use the Money Application on your phone or you use SMS-IVR channel
What happens if I activate my account and my KYC gets declined? Will I get my cash back?
If your KYC gets declined, you will be informed to submit required documents to get KYC cleared. If you still don't submit these documents, you can utilize the balance in your account to perform basic transactions such as Pay Bills and Topup. If you wish to receive your money back, please go to nearest agent who will verify your account status and help withdraw the cash from your account.
Cash-In/Deposits/Transfers
Can I withdraw money from a Mobile 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.
ATM Card
How do I apply for an ATM card?
All EASY SEND customers are eligible to apply for a ATM card. Upon enrollment, you will receive an embossed prepaid card from the agent. Once your KYC details are approved, you can activate the ATM card by calling 022-39852616.
Are there any charges for Card Issuance or Reissuance?
There may be charges applicable for card issuance and/or re-issuance. Please lookup our Fee Schedule .
I do not have a PIN for the ATM card. How do I use it at an ATM?
The ATM Card works with the same mobile PIN linked to the Mobile Money Services account. There is no separate PIN for the ATM Card. The PIN that you set during your mobile money service account activation is the PIN that you will use for your ATM transactions.
Where can I use my ATM card?
The ATM card can be used across all Union Bank of India ATMs' and for:
- Cash Withdrawal
- Balance Enquiry
Can I use my ATM card outside India or on a Merchant terminal?
No, you cannot use your ATM card outside India or on a Merchant terminal.
Are there any limits on the amount that I can withdraw?
Yes, there is a limit on your withdrawals. Please refer to schedule of charges for more details.
I am unable to transact using the ATM card. What are the possible causes?
ATM will not process your request in the following cases:
- Your mobile money service account is inactive or locked
- Your card has been blocked or hot-listed
- You have entered an invalid PIN consecutively for 3 times
- Your card has expired
What transactions are supported by ATM prepaid card?
The ATM prepaid card enables registered customers to initiate cash withdrawal and do balance enquiry through the ATM machine. Only EASY SEND customers are eligible to apply for a prepaid ATM card.
Is the ATM card activation on SMS- IVR similar to that on the application?
Yes, the ATM card activation through SMS-IVR is same as the activation through Money application.
Does my prepaid ATM card have an expiry date?
Yes, your ATM Prepaid Card will come with an expiry date. This date will be printed on your card. Apply for a new card if your current one expires.
Will there be any fees or charges when I withdraw cash at Union Bank ATMs?
No fees will be charged in case you are making withdrawals at UBI ATM. Please refer to fee schedule for the fees details. Currently you can use the ATM card only at UBI ATMs.
What should be done in case during the cash withdrawal process, cash is not disbursed and the account gets debited for the amount?
You have to call Careline number
1800 3000 1122 and lodge a complaint with all the required details.
What should I do if I lose my prepaid ATM card?
You need to inform Careline the moment you realize that your card is lost. Call Careline for hot-listing the lost card. The Careline executive will verify your identity. If the information you provide is valid, your card will be hot- listed.
Biller Payments
Can I get the list of billers available through Mobile Money Services?
Yes, you will receive the list of available billers in Mobile 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 Mobile Money Service.
How do I recharge my prepaid mobile connection?
You should be a registered customer of Mobile 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.
Send Money, Withdraw Money
Is Send Money available to all customers?
No, Send Money is not available to all customers. Please check with your nearest agent on eligibility requirements for Send Money.
Is there a fee charged for Send Money?
Yes, a fee will be charged. Please refer Fee schedule for latest fees and offers.
Is Withdraw Money available to all customers?
No, Withdraw Money is not available to all customers. Please check with your nearest agent on eligibility requirements for Withdraw Money.
Is there a fee charged for Withdraw Money?
Yes, a fee will be charged. Please refer Fee schedule for latest fees and offers.
Security - Change PIN, Reset PIN, Change Password
Is Mobile Money Services safe and secure?
Mobile 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.
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 Mobile 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 Mobile 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 Mobile 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 Mobile Money Services?
To contact Customer support for English & Hindi language please call 1800 3000 1122.
