Nupay

Frequently Asked Questions

  1. GENERAL

What is Nupay

NUPAY ("new-pay") is the new age payments app for the gen-Y, mobile savvy users who hate to use cash and caters to retail payments in the offline space. It’s an innovative and unique mobile payment solution which enables instant payments to offline merchants to pay "Direct-from-Bank" while ensuring completely safe, quick and convenient transactions on Anywhere-Anytime basis.

What can I use Nupay for ?

You can use Nupay to make direct bank a/c transfers to any Physical merchant. The entire process is quick and easy -you don’t have to enter multiple passwords, or remember merchant names or wait for OTPs.

What payment options are available on Nupay

You can pay “Direct-from-bank” using IMPS and UPI .

What are the payment modes available on Nupay

You have 3 options of making payments – just scan a QR# code , use the merchant’s unique id or phone number or Pay from anywhere via “bill - In-Queue” option

There is an additional option-of tagging frequently used merchants as favorites and paying them with a single click

# Quick response code

What kind of transactions can I do using Nupay

Nupay can be used for multiple purposes, it supports your everyday lifestyle!

And a whole host of features will be added soon...

Is Nupay quick enough ?

It is really fast! With Nupay, you will be able to pay for your purchases in under 15 seconds*

*subject to reasonable mobile connectivity/wifi

What do I need to start using Nupay

All you need is a smartphone with an Indian mobile number and a bank account with mobile banking activated (on the same number) and your mobile banking Password(MPIN).

Which phones is Nupay compatible with?

Currently the Nupay app is compatible with all Android phones running Android 4.0 or above. We will be coming out with an IOS version very soon.

Which merchant can I pay using Nupay?

You can pay anywhere, to any merchant (anytime of the night or day) that supports Nupay-including the local newspaper vendor and the pan-wala (even if he doesn’t have a smartphone!). All you need is the Unique id of the merchant (don’t worry, the merchant has all these details readily available).

Are there any charges for using Nupay?

Nupay will never charge you anything to use the app .There is only a small SMS charge while initiating the payment.

Will I get a proof while paying a merchant?

Yes. When you pay through Nupay, you will receive an in-app confirmation instantly, in addition to a neatly tabulated transaction history that you can refer back anytime.

Since the entire transaction chain involves your bank, you will also get a SMS from your bank confirming the payment.

Do I need to be a customer of a particular bank to use Nupay?

We currently support the following banks on IMPS

The list of Banks supporting UPI is as under:

  1. ABOUT UPI/IMPS

What is UPI/IMPS?

Unified Payment Interface” (UPI) is an instant payment system developed and implemented by Reserve Bank (through the National Payments Corporation of India - http://www.npci.org.in ) .

The system allows you to transfer money between bank accounts. The best part about UPI is that it allows you to pay directly from your bank account with a few clicks without the hassle of typing your card details, net banking passwords, OTP, etc.

What is the advantage of UPI transfers over wallets?

Wallets require you to load money before you can use them. On the contrary, with UPI you don't have to load money into a wallet. Simply link your bank account using an anonymous virtual payment address or VPA (such as abc@xyzbank) and make seamless payments Direct-from-bank without having to worry about topping up a wallet, spend limits or not earning interest on your bank deposits.

Do I need to enable mobile banking?

Yes, since Nupay is a mobile app, payments only work if you have mobile banking facility enabled with your bank and have received an MPIN

What is an MPIN?

MPIN (mobile banking password ) is a 4/6 digit code provided by your bank which perhaps,you are anyways using. The same MPIN is used on Nupay as well, to authorise transactions.

Does my mobile number with Nupay and the one registered with my bank account have to be the same?

Yes, since the phone number is the main linkage between Nupay and your bank account, the RMN at both places needs to be the same

Do I need my bank’s mobile banking app for Nupay?

No, all you need is the Nupay app and your Mobile Banking password (ie MPIN)

Do I have to give you my bank a/c details?

That’s exactly where Nupay is different from the others. The only information we need is the “name” of your bank .

So how are you getting my bank account information

We only provide your registered mobile phone number to the bank chosen by you, via an instruction sent from YOUR device so that they can identify you .

You are authenticated with your unique MPIN (also provided by your own bank) .

The actual debit happens inside the banks’ systems-so your money is safe with your bank, as always

What are the transaction limits on Nupay

At present IMPS allows transactions upto a maximum of INR 5000. In addition, Nupay allows you to set up your own per transaction limits for better financial management.

So I can only use Nupay during Banking hours, right?

No. with Nupay, merchants can be paid 24/7 including weekends and holidays, regardless of your bank's working hours!

  1. Safety

How safe is Nupay

Nupay has an app lock which prevents unauthorized access. Moreover ALL transactions on Nupay require you to enter your M-PIN which is known only to you. You should not share this M-PIN with anyone

What if I lose my SIM or phone?

Your security is uppermost . Even if you lose your phone, your monies are safe.

The app is protected by a user name and password (deliberately not pre-stored). The second layer of protection is provided by the M-PIN (known only to you). Third, even if your SIM is used in a different device, the app will be unusable until the password is reset through an OTP sent to your registered email id.

However, if you suspect any foul play, rest assured. As per RBI guidelines, we keep your funds with our banking partner, for atleast 24 hours before paying the merchant, so you can always call us to stop the transfer, and we will be happy to oblige.

How can I further secure my Nupay app?

The usual things-use a strong password or pattern recognition . Call our customer care helpline and we will block your account immediately

TRANSACTIONS

How/Where can I view my transactions history

Go to My payments tile on the home screen. All your paid bills are neatly tabulated there for 30 days.

How will I know if my UPI transaction is successful?

When you pay through Nupay, you will receive an in-app confirmation instantly, in addition to a neatly tabulated transaction history that you can refer back anytime.

Since the entire transaction chain involves your bank, you will also get a SMS from your bank confirming the payment.

My UPI transaction is failing

UPI transaction can fail due to multiple reasons, most likely due to connectivity issues.

If your transaction fails, do not worry. Your money is safe and will be refunded back instantly.

Merchant Payments

What type of merchants can I pay?

You can pay any offline (physical store) merchant – be it coffee shops, bars, restaurants, your local grocery shop schools canteens... Whatever your heart fancies

What are the limits for the payments to merchants?

At present IMPS allows transactions upto a maximum of INR 5000. In addition, Nupay allows you to set up your own (per-transaction) limit for better financial management.

I paid a bill which showed successful but failed later. How do I get a refund?

At times, a transaction which shows successful at our end can still fail at the biller's end for a variety of reasons, but mostly due to connectivity errors. We are sorry, we cannot always control this. In case this happens, we will refund your money within 24hrs. If a refund is not received within this window please contact customer care on care@nupay.co.in

What happens when I return an item purchased from a merchant using Nupay?

Nupay only offers a payment platform. All returns (and refunds) are handled by the respective sellers

Why am I not able to use Nupay on certain merchants?

We are adding new merchants on a daily basis.Please check the list on our website at http://nupay.co.in/#Our_Partners and/or call us on customer care on care@nupay.co.in .You can also let us know if you would like a particular merchant on the Nupay network and we will make sure your favorite merchant is brought on board at the soonest

Nupay Account Settings

Will you ever auto-deduct payments from my account?

All payments on Nupay are "Pushed" by the user through MPIN.

Nupay doesn’t and cannot “pull” any payments

 

What if I change my mobile carrier?

Nothing changes if you port the existing number to the new provider. However if you get a new number, the new number will need to be re-registered with us as well as the bank. In any case we would encourage you to change your RMN with your bank anyways, in your own interest.

What if I change my handset?

A handset change will prompt a mandatory password reset through a split OTP between your phone and your registered email id

I have forgotten my login password- help!

A forgotten password can be reinstated easily with a mandatory split OTP between your phone and your registered email id.

A password 'change' however is in-app and straightforward

I am getting an OTP error

An alternate OTP is being sent on your email just for these kind of scenarios. Please check your registered email id for the OTP. These errors occur when there is limited network connectivity.

  1. Bank Account Setting

What happens if I enter wrong MPIN during a transaction?

The transaction will decline.You will get a similar error message from your bank as well

I have forgotton my MPIN- help!

Since MPIN is provided by your bank, it can only be reset/reissued by them. We can help you with the process though. Please reach out to customer care on care@nupay.co.in

I want to change my MPIN

Since MPIN is provided by your bank, it can only be reset/changed by them. We can help you with the process though. Please reach out to customer care on care@nupay.co.in

I want to change my MPIN but dont have an ATM/ Debit card

Since MPIN is provided by your bank, it can only be reset/changed by them. We can help you with the process though.Please reach out to customer care on care@nupay.co.in