What is Mobile money services? What can I do with it?
Mobile money services by YES BANK is an exciting and innovative mobile payment service. Powered by Nokia, Mobile money services lets mobile phone users in India instantly receive, transfer and spend money from their mobile phone anytime, anywhere with anyone. It also enables you to pay bills, top up, buy goods and services.

What types of accounts are offered?
Mobile money services offer 2 account types: Easy Send and Easy Pay.

Easy Send: It is a highly versatile and flexible account, allowing you to make many different types of purchases, send money to near and dear ones and withdraw money at will. This flexibility is available to you on furnishing us with standard identity documents as applicable.

Easy Pay: Opt for this service if you want to pay bills and recharge prepaid cards. This account does not allow cash withdrawals. At any time, you can upgrade to an Easy Send account by providing us with the necessary personal identification documents.


Is there any minimum balance requirement for my prepaid account?
No, there is no minimum balance requirement.

Is there any maximum balance restriction?
Yes, there is. Easy Send account has a maximum balance limit of Rs 50,000 and Easy Pay account has a maximum balance limit of Rs 10,000 at any point of time.
How does Mobile money services work?
Mobile money services is a prepaid product. You can use it in six simple steps

• Register and Activate: Walk into any of the Mobile money services agent near you and register for a Mobile money services account. Please find the nearest agent in the Agent Locator under the Support section
• Deposit Cash: Hand over the cash to the Mobile money services agent who will deposit the money into your prepaid account. You are now ready to start making payments from your mobile phone.
• Bill pay and recharge pre paid: Use your mobile phone to pay your bills (mobile, electricity etc) and do mobile prepaid recharge. Available for both Easy Send and Easy Pay customers. Check complete list of Billers and Operators in the Biller's list under the Services section.
• Pay merchants : Pay any of the participating Mobile money services merchants and stores from your mobile phone. Anytime Anywhere. We are constantly adding more merchants so you can find one near you. This feature is available for Easy Send account only.
• Send: You can send money to any other Mobile money services user in India using their mobile number. The recipient will get the money in his or her Mobile money services account. Available for Easy Send customers only.
• Withdraw Cash : Cash withdraw is available for Easy Send customers at Yes Bank branches.

Why should I get Mobile money services?
Mobile money services offers the following benefits:

• Convenience: No need to go to physical locations for sending money or for paying bills. Saves a lot of travel time & effort
• Money management: Keeps track of balance, expenses and payments. Knowing instantly what your balance is and what have you paid for and to whom
• Immediate: Allows instant money transfer in time-critical situations
• Secure: No need to store or carry cash, reducing the risk of theft/loss
• Simple: As simple as making a call or sending an SMS from your mobile

Why should I get Mobile money services?
Mobile money services offers the following benefits:

• Convenience: No need to go to physical locations for sending money or for paying bills. Saves a lot of travel time & effort
• Money management: Keeps track of balance, expenses and payments. Knowing instantly what your balance is and what have you paid for and to whom
• Immediate: Allows instant money transfer in time-critical situations
• Secure: No need to store or carry cash, reducing the risk of theft/loss
• Simple: As simple as making a call or sending an SMS from your mobile

Who is eligible for Mobile money services?
All resident Indians, aged 18 and above, are eligible for Mobile money services.

How do I get a Mobile money services account?
Getting a Mobile money services account is very easy:

• Visit a Mobile money services agent and fill out an application form. Be sure to provide your standard personal identification documents as applicable to benefit from the Easy Send account's enhanced flexibility. You will also need to provide 1 photograph.
• If your handset supports the Mobile money services application, the agent will load it onto your handset. Some handsets come pre-loaded with the application. See complete list of handsets in the Getting Stated section
• Activate your account when you get the notification that you have been registered.

Account activation process:

• Activate your account by entering the temporary pin (Valid only for 48 hours) that you receive with your welcome SMS. Go to the Mobile money services application & activate as per the following screenshots before this temporary PIN expires.

On what handsets does Mobile money services work? Do I need to have a Nokia phone?
Visit any authorised mobile money services agent for details.
click here for the latest information on handsets that support the application.
You can also call customer support to get this information.

Do I need to have a connection from a specific mobile service operator?
Not at all. Mobile money services works across all operators in India

What if I change my mobile number?
You can have your account details linked to your new mobile number. Visit any authorized mobile money services agent and complete a form to have the changes made.

How do I use Mobile money services?
Mobile money services gives you a seamless experience across all channels i.e. you can use the service on any one of these channels: Mobile money services application, mobile web (WAP), SMS or by dialing a number to access the Interactive Voice Response (IVR) system.
Note: Use of mobile money services via SMS, IVR and WAP is not available at this time.
The features which are currently available via IVR are: Change PIN and Check Balance.

How do I get the Mobile money services application onto my existing phone?
When you register for Mobile money services at an agent location, the agent will load the application onto your handset.

Do I need a GPRS plan for the application?
No, you do not need to have a GPRS plan to use the application. The application uses SMS for which the standard rates as per your operator will apply.

How do I know if my handset supports the Mobile money services application?
The agent will inform you whether your handset supports the application. You can also look up the Getting Started section for a list of supported handsets or call customer support.

On what handsets does Mobile money services work? Do I need to have a Nokia phone?
Check the list of handsets here. You can visit any authorised mobile money services agent or call our customer support to get this information.

How much does Mobile money services cost? Are there any fees involved?
Mobile money services is absolutely free to register. Go to any Mobile money services agent and fill the form to get your account for no charge. There is no monthly or annual fees charged. However there may be a charge on the transactions you carry out through Mobile money services. For current pricing information on usage of the service, you can contact customer support at (local code) or our Toll free number 1800-3000-1122.

How do I get started with the Mobile money services application?
The first time you open the application you will need to set a password which protects access to the application and accept an End User License Agreement (EULA). It is as simple as that.

How can I contact Mobile money services?
To contact customer support, please dial our Toll-free number 1800-3000-1122.

How do I sign up for Mobile money services?
It's very easy:

• Visit a Mobile money services agent and fill out an application form. Be sure to provide your standard personal identification documents as applicable to benefit from the Easy Send account's enhanced flexibility. You will also need to provide 1 photograph.
• If your handset supports the Mobile money services application, the agent will load it onto your handset. Some handsets come pre-loaded with the application.
• Activate your account when you get the notification that you have been registered. Typically you will receive the notification immediately after the agent has registered you on his Mobile money services agent application.

Can minors or foreigners sign up for Mobile money services?
No, minors cannot sign up for Mobile money services. Foreigners cannot sign up for Mobile money services. It is available for resident Indians, aged 18 years and older.

What can I give as personal identification documents?
We require documentary proof of your Identity, Current Address and Signature. This can be obtained from one document (Passport or Driving License) or through a combination of multiple documents as listed below:
Pan Card / Voter's ID/ Valid ID cards from government departments / Marriage Certificate / Utility Bills (e.g. Electricity, Telephone) / Gas Connection Book/ Municipal Corporation Bill / Letter from Housing Society (only for the owners) / Registered Leave & License Agreement ( for tenants)/ Credit Card Bill / Bank Account Statement / Bank Pass Book / Wealth or Income or Sales or Service Tax Assessment Order / Life insurance premium receipt / Registered Sale Deed (For Owners) and others. Please refer to the Mobile money services agent for complete list of applicable documents.

What is 'activate' and why do I need to activate my account?
Once you have been registered, you will be sent a temporary PIN via SMS. This PIN is valid only for 48 hours. For security reasons, your account can not be used unless activated with the temporary PIN. During activation you will be asked to create a password and a new PIN. While the password is required to log in the application PIN is required to authorize transactions.

What should I do if I lose the temporary PIN or if the temporary PIN expires?
Please call customer support or Toll-free number 1800-3000-1122 and request them to send you a new temporary PIN.

What should I do if I do not receive the temporary PIN?
Please call customer support and request them to send a new temporary PIN.

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.

Why do I need to provide my mother's date of birth, transaction details, account details, etc during activation?
This information is used to verify your identity when you call customer support. Please remember the data you provide, will help us to properly identify you when you call customer support for any assistance.

I didn't have any ID when I visited the store and so I opened an Easy Pay account. What do I need to do to upgrade to Easy Send?
Visit a Mobile money services agent with the required personal identification documents and ask for an upgrade. It is as simple as that.

Can I hold both Easy Send and Easy Pay accounts simultaneously?
No, you cannot hold both accounts simultaneously.

I applied for an Easy Send account by providing some documents but my verification failed. What are the next steps?
You will be provided the exact reason for rejection and you need to re-submit the required personal identification documents. If you cannot provide the required information then you can use the Easy Pay account. In case of discrepancies, the bank shall decide the course of action and you will be kept informed.

Do I need to pay any fee/commission to the agent for any of the services offered?
No. You need not pay any fee/commission to the agent for any of the services offered, unless you receive a specific message from YBL on the same.

Am I allowed to register more than one mobile number?
No. You are not allowed to register for more than one account. Even if you have more than one mobile number, only one can be registered with for mobile money services.

How much does Mobile money services cost? Are there any fees involved?
Mobile money services is absolutely free to register. Walk into any Mobile money services agent and fill in the form to get your Mobile money services account for no charge. Currently, there are no monthly or annual fees charged. However, there may be a charge on the transactions you carry out through Mobile money services (pricing is subject to change). For current pricing information on usage of the service, please look up Service Details under the Services section or contact customer support or Toll-free number 1800-3000-1122.

What are the charges for different transaction types?
Contact customer support or Toll-free number 1800-3000-1122 for fees charged.

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.

Are there any charges while making payments to a merchant?
There are no charges on making payments to registered and participating merchants.

Is there a minimum balance requirement ?
There are no minimum balance requirements for your Mobile money services account.

Do I earn interest on the amount in my account?
The amount in your Mobile money services account does not earn any interest.

Are there any promotions offered?
Yes, from time to time we offer promotions. Keep checking our web site for the current promotions on offer.

How do I deposit cash into my Mobile money services account?
You can deposit cash at any authorized Mobile money services agent. No one other than an authorized agent can load money into your Mobile money services account. You can use the 'Verify Agent' function in the mobile money application

How can I verify whether an agent is genuine?
You can verify any agent by using verify agent functionality in your Mobile Money Service application. You need to enter only the Agent ID and on receiving the response you can check the agent name, address and status. If details provided by Agent are not correct / mismatch or the Agent's status is "Blocked", please do not conduct any business with the agent.

What is an agent ID?
Every agent has an ID that identifies them in our system. This ID will be displayed prominently at the store. Use this ID to check whether the agent is authorized and active in our system.

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 customer support 1800 3000 1122 from the store. Do not leave till you have the confirmation through any one of the options mentioned above.

The agent said he cannot make the deposit. Why would this be so and what can I do?
If an agent does not have enough balance in his account, he will not be able to make a deposit for you. In this case, try another agent or wait till he has the required balance.

Are there any fees applicable when I deposit cash?
No fee is applicable when you deposit cash. Please check the fee schedule for up to date information on our website.

Is there any limit on how much I can deposit?
There is no limit on how much you can deposit, as long as it does not exceed the maximum allowable account balance.

How do I withdraw cash from my Mobile money services account?
You can withdraw cash from your Easy Send account at any participating ATM Centre or YES Bank branch.

Are there any fees applicable when I withdraw cash ?
There may be a fee applicable when you withdraw cash.
Please check the fee schedule for up to date information on the Service Details page under Services section.

Is there any limit on how much I can withdraw?
There is no limit to how much you can withdraw as long as you have the balance in your account.

How do I receive my referral bonus?
You can use the Invite Friends feature to invite your friends and family to register with mobile money services.You become eligible to receive your referral bonus only after the invited member(s) register and make the first successful financial transaction (or as per the promotion running at the time). The referral bonus is credited into your account and you will be notified accordingly through SMS.

How do I make bill payments through mobile money services?
How you pay depends on the biller you wish to pay. Some billers can be paid only when they raise a bill, whereas some billers can be paid at any time.

What is Send Money?
Send Money allows you to send/transfer money safely and instantly to another Mobile money services customer directly from your phone.

Why can't I access the Send Money feature?
It is available only if you have an Easy Send account. If you have an Easy Pay account, this feature is not accessible to you.
Please upgrade to an Easy Send account to use this feature.This feature is available in select cities in India. For information on the available cities contact your Agent.

Can I send money to any Mobile money services customer no matter what type of Mobile money services account they have?
Yes, you can send money to any Mobile money services customer no matter what type of account they have, provided you fulfill following conditions:

• Sufficient balance in your account.
• Not exceeding permitted balance limit in receiver's account.
• You are not exceeding your daily transaction limit.

Why would I want to send money from my cell phone?
You would want to send money from your cell phone to

• Help a friend or family member who needs money quickly or in an emergency.
• Pay back friends or family immediately any time when borrowed who could also be in another city in India where Mobile money services is active.
• Send money to merchants from your mobile phone when you don't want to use cash.

Mobile money services is a safe and convenient way of instantly paying and helping friends and family!

Is the payment instant?
Yes, the money is deducted instantly from your account along with any fees that may be applicable and the payment is made instantly.

Will I receive a confirmation when my account is debited?
Once the 'send money' is successful, you will receive a confirmation message.

How will I know the recipient was paid?
The recipient will also receive a message informing him/her of the payment.

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.

Is there a maximum amount I can send?
Yes, as mandated by RBI guidelines there is a limit on the maximum you can send for security reasons: you can send up to Rs 30,000 per day to different accounts and Rs.20,000 per day to merchant account.. We will inform you when you try to send money which crosses this limit.

Is there a minimum amount I can send?
Yes, there is a minimum limit of Rs. 50 on the amount you can send.

Can I send money to someone who does not have a Mobile money services account?
No but this will be considered for future scope/release.

How do I apply for an ATM card?
All EASY SEND customers are eligible to apply for an ATM card. Upon enrollment, you will receive an embossed prepaid card from the agent. Once your Know Your Customer (KYC) details are approved, you can activate the ATM card by calling 022-39852698. The number is subject to change, please verify our website before calling.

Are there any charges for Card Issuance or Reissuance?
There may be charges applicable for card issuance and/or re-issuance. Please look up our Fee Schedule for updated information. At the time of card issuance/re-issuance the agent may ask you to deposit money into your account to cover the card issuance/re-issuance fee plus applicable service tax.

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 Yes Bank ATMs' for:
. Cash Withdrawal
. Balance Enquiry

How do I apply for a prepaid ATM card?
All customers who register for an EASY SEND account are eligible to apply for an ATM card for it. Upon enrollment, you will receive an embossed ATM card from the agent.
You need to activate your account and then activate your ATM card. Once activated, you can use the card to transact.

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. There is a limit on:
. Daily ATM Cash withdrawal
. Weekly ATM Cash withdrawal
. Monthly ATM Cash withdrawal
. Yearly ATM Cash withdrawal


I am unable to transact using the AT M 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

How do I use this feature?
If someone owes you money or if you wish to get money from someone, you can use this feature. They will get an SMS with the payment request information and they will be asked to either accept or decline the request. As soon as they accept the request, the money is transferred into your account and we notify you via SMS. We also notify you when they decline the request. If someone uses IVR or SMS channel then you will receive an IVR call option for confirmation.

How much does it cost to 'Request Money'
You may be charged a fee to Request Money. Please look up our fee schedule for more information.

Does it cost to accept or decline a request for money?
Yes, you may be charged to accept a request for money.
You will not be charged any fee to decline a request for money. Please look up our fee schedule for more information.

Does the request for money have an expiry period?
Yes, the request for money has an expiry period of 48 hours.
The person to whom the money was requested needs to take action (accept or decline) within 48 hours.

I requested money but have not heard back on the acceptance/decline. What should I do?
That person has neither accepted nor declined the request for money. You should contact that person to find out more.

Can I send 'Request Money' to someone who is not a Mobile money services customer?
Not at present. The person you'd like to request money from must already be a Mobile money services customer.

I accepted a request by accident. Can I cancel this?
No. Once you accept a request, you cannot cancel or reverse the payment.

Is there a minimum amount I can request?
Yes, we place a minimum limit of Rs. 50 on the amount you can request.

What kinds of bills can I pay?
You can pay many national and local billers and service providers. You can pay your electricity, telephone (land line and mobile) and insurance bills. You can do all this from the comfort of your house or office - any time, any place. We refer to all of these payees as 'billers' (even insurance companies are 'billers'). Visit the Billers List section on the Services section to know the complete and up to date list of billers that we support.

How do I get started with bill payment?
You need to register/add your billing information for each biller you wish to pay via Mobile money services or by calling our Customer Care Centre. Once you add a biller, you can start paying that biller. The information that will be required for each biller is different, and is given in the brochure.

What is a biller nickname?
When you add a biller, you can assign it a nickname to the biller for easy reference. For example, 'MyMobile' for your postpaid subscription with your mobile operator; 'Elec' for your electricity biller, etc. This nickname will be used to reference that biller at all times.

How many billers can I add?
There is no limit to the number of billers you can add from the list of participating billers.

I have more than one account with the same biller. Can I pay them all using Mobile money services?
Yes, you can pay all accounts with a biller by adding the details of each account separately and giving a nickname for each.

How do I make payments through Mobile money services?
How you pay depends on the biller you wish to pay. Some billers can be paid only when they raise a bill, whereas some billers can be paid at any time. The method supported by each can be found in the brochure and on the Billers List section under Services Section.

How do I make payments when a bill is raised?
Once you register such a biller with us, the next time the biller raises a bill, a summary will be sent to your mobile phone
(in addition to the physical/email bill which the biller normally sends you)

• If you have the Mobile money services application installed, it will appear in your application - select the bill and complete the steps to pay it
• Else the bill summary is sent to you as an SMS; complete the instructions to pay the bill

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 due date.
Mobile money services cannot accept payments after this period.

Can I pay bills after their recommended due date ?
You need to pay your bills within the bill's recommended due date (before 4 working days of the bill's actual due date). We cannot accept payments after the recommended due date.

When does the biller receive my payment?
The biller will receive the payment within a few days of your making it through the application.

How do I make payments to billers who don't raise bills ?
If you have the Mobile money services application installed, select the biller and complete the steps to pay it

Is there any additional fee charged for bill payment?
There may be a fee charged for bill payments.

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. For instance, currently, you can pay your Vodafone bill in part, but you need to pay your MTNL bill in full. The specific terms with respect to each biller are clearly indicated on the biller page where you submit your bill details. Please read them carefully and adhere to them strictly.

Is there a limit on the size of payment I can make?
Yes, there is a daily limit of Rs. 10,000 on payment for goods and services.

Is there a minimum amount I can pay?
No, there is no minimum amount requirement for bill payment.

Can I make a payment to a biller who is not on your biller list?
No. You can only make payments only to participant billers.

What is Recharge Prepaid?
Recharge Prepaid is a facility to recharge your prepaid mobile phone using Mobile money services. You can use this service to add talk time for existing prepaid mobile connections.

What are the operators for which I can use this facility?
Currently Mobile money services supports online mobile recharge for following operators: Aircel, BSNL, Spice/Idea, Reliance CDMA, Tata Indicom, Virgin Mobile, Vodafone. This service is powered by Oxigen.

Are all operators supported?
Yes, most of the operators are supported.

Is there any additional fee charged for recharge?
There may be a fee charged for mobile recharge. Please look up our fee schedule on the Service Detail page under the Services section for up to date information.

Do I get a confirmation when I initiate a recharge?
Yes, you will be sent a confirmation SMS once the recharge is successful. In case you are recharging a different mobile number, a confirmation message will also be sent to that respective mobile number. If the mobile number you provided for recharging is not valid, you will receive an SMS message with the error code.

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. Before you specify the recharge amount check whether the amount is permitted by your operator. Please refer the User Guide or Website for the minimum and maximum amounts that can be recharged using our service.

I am unable to recharge for a specific amount even though that denomination is permitted by my operator
You may be recharging for a valid denomination, but make sure you have sufficient funds in your account before recharging. In case you have insufficient funds you can recharge for a lower permitted denomination.

What is PIN based and PIN less prepaid mobile recharge?
1. For some operators, the recharge is done electronically once you make the payment through the application and you get a confirmation SMS.
2. For other operators, the recharge is done via a recharge PIN. Once you make the payment through the application:

. You will receive a recharge PIN via SMS
. Use the operator's supported method (via SMS or phone call) to recharge your prepaid mobile number using this recharge PIN

Refer to the annexure given with your welcome kit, to know which type of recharge (PIN-based or PIN less/electronic) is supported for operators.

Can I recharge someone else's mobile number?
Yes, you can recharge someone else's mobile number. The other person need not have Mobile money services account.

What amount should I enter for the recharge?
The amount to be recharged using your mobile should match a scheme supported by the operator for online recharge. Most operators have a toll free number where you can get this information. Operators also publish the list on their web sites as well as their retail stores.

If I recharge for the wrong amount, will I accidentally change my scheme/plan?
No, your recharge amount will not change your scheme/plan.

Is there a minimum amount I can recharge?
Yes, we place a minimum limit of Rs. 50 on the amount you can recharge.

Is there a limit on the size of recharge I can make?
Yes there is a daily limit of Rs. 10,000 on payment for goods and services including mobile recharge.

What will happen if I enter an incorrect mobile number?
Once the request is submitted, Mobile money services accepts it for processing. If the entered mobile number is a prepaid number and belongs to list of supported operators, the request will be processed and talk time will increase for that mobile number. In case the number is wrong number money will be refunded back to your account within 2 days approximately.

Will I receive a confirmation of the recharge?
Once the top up is successful, the operator will send a message to the mobile number that was recharged. In case you don't receive the confirmation message, please check the talk time limit on that phone. If the talk time has not increased, please contact your operator or Mobile money services customer support.

How can I find merchants who accept Mobile money services payments?
You can visit the Agent Locator page on the website under the Support section to get an updated list of all merchants that accept Mobile money services. A merchant accepting Mobile money services will also display Mobile money services signage at his store.

What kind of merchants can I pay?
Currently, we support payments to local neighborhood and individual merchants who participate with us for mobile payments eg: kirana stores. Very soon we will support payments to a large number of online merchants.

I paid the merchant but he says he did not receive my payment. What should I do?
Show him the SMS receipt that you receive from our application. If there is still a problem, call customer support with the transaction ID that you got for that payment.

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.

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.

Is there a maximum amount that I can spend per day?
Yes, there is a maximum amount that you can spend per day. Send limit is Rs. 30000 and the Spend limit is (Bill pay, top up, merchant payments etc.) Rs. 20000.

How do I let my friends and family know about Mobile money services?
You can use the Invite Friends feature to invite your friends and family to join Mobile money services so that you can send money conveniently to each other.

Is Mobile money services safe and secure?
Mobile money services is completely safe and secure. When you sign up for mobile money services, you will set your password, to access the application, and a secret mobile Personal Identification Number, PIN, to authorize every transaction. The password and PIN should never ever be disclosed by you to anyone. All transactions are also required to originate from your mobile phone number, offering a further level of authentication. Even if you lose your mobile phone, your money always remains safe & protected. Only accept (digitally) signed applications and do not tamper with your application.

What is PIN?
PIN stands for Personal Identification Number and is prompted for customer authentication for every transaction initiated by you.

When should I set the PIN?
Your PIN needs to be set when you activate your account right after you sign up.

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.

Is my PIN safe?
Your PIN is very safe because it is not stored anywhere on the phone and is sent to the server using a secure connection. You are the only person who knows your PIN. Even people at Mobile money services do not have access to your PIN as it is stored in our system in an encrypted format.
There is a high level of security in terms of storage and transmission of sensitive customer data. The PIN entered by you on your phone is not stored anywhere on the phone or at any server. The transmission of the PIN between you and the system is highly secure and is done using SSL / 3 DES encryption mechanism ensuring highest safety and security standards.

How do I protect my PIN?
Please keep your PIN secret and do not share it with anyone. We will never call you for your PIN or ask for it when you call us and will never ask for your PIN through mail or any other communication channel. In case you feel your PIN has been compromised at any time, please call customer support to have it reset.

Can you recommend any security guidelines?

• Do not share your PIN or password with anyone
• The transmission of transactions is done over SMS with encrypted content to prevent unauthorised tampering of your transactions.
• In case you lose your mobile phone your money is safe as it is stored with the bank.
• History of transactions are stored securely.
• In case of any abnormal or suspicious activity, you are requested to call customer service with specific details.
  
• 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
  
• Do not request assistance from anyone to key your PIN for any transactions you do over mobile money services.
  
  

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 will need to set a new PIN the next time you use the service

How secure is a transaction via mobile?
You have a 4-digit PIN (chosen by you) which is known only to you and nobody else. Since every payment is authorized with the PIN it ensures that you are in complete control of every transaction. All transactions are also required to originate from your mobile phone number, offering a second level of authentication. If you access Mobile money services using your mobile web browser, we ask you for an additional password.

Will I be informed when my account gets credited or debited?
Yes, always. A confirmation SMS will be sent.

What is IVR? What is an automatic IVR call-back?
This is an automatic system generated call which comes on your mobile and guides you through the transaction.
You can dial the number 022-39852698 to access an interactive voice response system and use features such as Change PIN, Verify Agent and Balance Inquiry. When you send us an SMS which requires you to enter your PIN, you can expect an automatic IVR call-back which prompts you to enter your PIN and then completes the transaction

Will I get phone spam if I sign up?
No. We only send you text (SMS) messages when you sign up and when there's activity on your account (for instance, you receive money or someone requests money from you).

If you use SMS, Mobile money services IVR calls you for your PIN.

Can my account get locked? What should I do?
Yes, if we detect suspicious activity on your account, we may sometimes lock the account. You will need to call customer support for a resolution.

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 through:

Mobile application: You need to enter and confirm a new PIN. 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 022-39852698, you need to enter the temporary PIN that was sent to you via SMS. You will be prompted to enter and confirm a new PIN.

What should I be ready to provide when I call customer support?
You should have your identification information (given during activation/registration i.e. mother's date of birth & mother's maiden name)
when you call customer support or Toll-free number 1800-3000-1122

What do I need to provide if I call regarding a particular transaction?
You should have the transaction ID related to that transaction and provide that to the customer support representative.

What happens if I lose my cell phone signal while using Mobile money services?
If this happens, the payment may or may not have gone through. To confirm, wait for a few seconds, and then check your balance and activity history. If you are still unsure of the status of your payment, please call customer support.

I sent an SMS to initiate a payment but I did not get an IVR call for my PIN. Why did that happen and what should I do?
If there are network delays, your SMS may not have reached us. Or if your line was busy or could not be reached, the IVR system will try to call you back.

If you still do not hear back, you can try resending the SMS. For each time you send us an SMS, the IVR system calls back for your PIN. In case you sent 2 SMS's, you can always cancel the payment on one of the IVR calls and complete it on the other. The option is left to you.
If there are persistent problems, there could be temporary technical snag, in which case you should try again later, or call customer support for any urgent requests.

I did not get an IVR call back on my first try and meanwhile I managed to make the payment by reinitiating it.
I got the call for the first try after some time. What does that mean and what should I do?
Each IVR call will always provide you with the option to continue or cancel.
In case you have already made the payment and this is just a delayed callback, you should opt to cancel the payment.
I initiated a payment on my Mobile money services application but the status shows 'Submitted'.
The status indicates that the request has been dispatched but not yet processed. This could be due to network delays.
Please wait for a few minutes for the request to be processed. In case the status remains 'Submitted', you can click on the "Resend" option to resend it.

What do I do if my account gets locked?
Please call customer support to have them unlock it for you.
You will need to provide authentication information before your account can be unlocked.

What happens if I make wrong PIN attempts?
After three wrong PIN attempts your account will be automatically locked by the system for security reasons. You need to contact customer care for getting it unlocked. After necessary verification you will be send a new PIN to resume service.

What if I forget my PIN?
Please call customer support to have them reset it for you. You will need to provide authentication information before your PIN can be reset. You will get an SMS with a temporary PIN which you need to change the first time you use the service.

What if I forget my mobile web browser password for Mobile money services?
You can use the Forgot Password link on the login page to reset your password. You will need to provide us with some security information.

What if I forget my Mobile money services application password?
You can create a new one using the application, by authenticating the change with your PIN.

What if I lose my mobile phone?
Your mobile money services account will remain secure since your application password and transaction PIN are known only to you.

What do I do if I buy a new phone?
Please visit the nearest Mobile money services agent to have the application loaded onto your new phone. For the latest information on handsets that support the application,

What should I do if I change my mobile number?
Please visit an authorized agent and fill out a form giving your new mobile number and we will make the change in our system.

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. In case you forget to do so, and your old mobile number is reissued to somebody else, the new customer will not be able to access your account since he/she does not have your PIN.