Welcome to our support center

How can we help you?


How long does it take for the money to get credited into the beneficiary account?


For successful UPI transactions, funds get credited into the beneficiary's account instantaneously.

What is the Unified Payment Interface (UPI) transaction limit?


For ICICI Bank, account limits will be decided as per the bank’s policy. Bank may change the transaction limits for UPI under National Payments Corporation of India (NPCI) upper limits as per the bank’s policy. The upper limit mandated by NPCI is Rs 1 lakh per transaction and Rs 1 lakh cumulative transaction value. A maximum of 10 transactions can be initiated in 24 hours from the first transaction.

My UPI transaction has been failed. How has my bank account been debited?


In case of failed transactions, the money (if debited) will be credited to your account instantly. In case of timed out transactions, amount will be settled to the beneficiary account or debit account within two working days.

To know the Customer Care numbers, please click here.

Are there any charges for transactions done using UPI?


Currently there are no charges for transactions done through UPI. There may be revisions on charges from time to time.

Why is my UPI transaction failing?


There are various reasons for a UPI transaction faliure:

  1. The system would be down
  2. Wrong UPI PIN
  3. Incorrect beneficiary UPI ID
  4. If the receiver is not on Bharat Interface for Money

What is UPI?


Unified Payment Interface (UPI) enables all bank account holders (of banks participating in UPI) to send and receive money from their smartphones with a single identifier (the virtual payment address) without entering any additional bank account information. UPI can also be used to pay merchants who accept UPI as a payment mode.

For more details regarding UPI, please click here

How can I transfer money using a VPA?


In iMobile

  1. Login to iMobile and click on UPI.
  2. Click on UPI and then choose "Pay with Virtual Payment Address"
  3. Enter the details of the beneficiary VPA, amount and remarks. If you have multiple accounts/virtual payment addresses, you can choose the VPA you would like to debit. Click on Submit
  4. Please review the next screen carefully to ensure you have filled all details correctly.
  5. Grid card details is not required if customer is transact up to amount INR 25,000.

In Pockets

  1. Login to Pockets mobile application and click on UPI.
  2. Click on "Send Money using VPA (UPI)".
  3. Fill out the details on the screen such as beneficiary VPA, amount and remarks. If you have multiple accounts/virtual payment addresses, you can choose the VPA you would like to debit. Click on Submit.
  4. Please review the next screen carefully to ensure you have filled all details correctly.

I have 2 accounts with ICICI Bank, do I need separate virtual payment addresses for each of these accounts?


You have the choice of either linking both accounts to a single VPA. In this scenario, please ensure you appropriately tag which account you would like to use as the default account to debit and which account you would like to use as the default account to credit. Alternatively, you can assign a separate VPA for each account.

My send money transaction is failing. Please help!


To avoid transaction failures -

  1. Ensure that the UPI PIN is entered correctly
  2. If the receiver is not on Bharat Interface for Money choose to pay via IFSC instead of mobile number

If I have any issue with UPI transactions, how can I raise a complaint?


You have the option to either call us or raise a complaint within the mobile application itself. In Pockets, you can navigate to "UPI Related Query" in the "UPI" section and raise a query. In iMobile, you can navigate to "Contact Us" and click on "Register a complaint regarding UPI". Please give us the following details to enable us to assist you faster:
Transaction ID
Your virtual payment address
Beneficiary virtual payment address (in case of pay) or remitter virtual payment address (in case of collect)
Date and Time of transaction

What is an UPI PIN?


UPI PIN (UPI Personal Identification Number) is a 4-6 digit secret code you create/set during first time registration with this App.You have to enter this UPI PIN to authorise all bank transactions. If you have already set up an UPI PIN with other UPI Apps you can use the same on Bharat Interface for Money.

Note - Banks issued MPIN is different from the UPI PIN. Please generate a new UPI-PIN in the Bharat Interface for Money app.

Important - Please do not share your UPI PIN with anyone. Bharat Interface for Money does not store or read your UPI PIN details and your bank's customer support will never ask for it.

How can I generate a VPA?


If you are an ICICI Bank customer, you can either download iMobile or Pockets. You can assign a VPA to your ICICI Bank account in the "UPI" section of iMobile or the "UPI" section in Pockets.

If you are a Non ICICI Bank customer, download Pockets, register yourself and navigate to the UPI section. Under the UPI Section, navigate to "Add My Bank Accounts". Here, you can choose a VPA and then link bank accounts that you hold with other banks.

Can I transfer money abroad using UPI?


You cannot transfer money abroad using UPI.

What if I lose my phone?


If you lose your phone, the UPI PIN required to authorise all transactions will not be known to a third person and hence they will not be able to use Bharat Interface for Money. In addition, please contact our customer support at your bank.

How do I set my UPI-PIN with the bank directly?


You will be able to set your UPI PIN through any other UPI enable Bank app.

When does the refund happens in case of a failed UPI transaction?


If the transaction is failed/ void / timed out/ decline,request you to check after Transaction+2 working days the amount would be credited to beneficiary account or refunded in your account.

In case the amount does not get credited to the Beneficiary account within Transaction+2 working days nor there is any refund in your account then, we request you to call our Customer Care between 7:00 a.m. and 9:00 p.m. from your registered mobile number. 

To know the Customer Care numbers, please click here

Alternatively, you may write to us at customer.care@icicibank.com for further assistance.

Can I use UPI on Pockets app?


Yes. One can use UPI to send and receive money via pockets

What if I change my mobile carrier?


No problem at all. You can continue using Bharat Interface for Money as usual.

What is Bharat Interface for Money?


Bharat Interface for Money is an app that lets you make quick and easy payment transactions using UPI. You will not have to fill-out tedious bank account details. You can easily make direct bank to bank payments and instantly collect money using just the Mobile number or the Payment Address.

What are the timings for initiating and receiving UPI transactions?


UPI services are available 24 hours of the day, all days of the week, throughout the year. There are no holiday restrictions on UPI transactions.

Can I send money to a friend not registered on Bharat Interface for Money?


Yes. Payment can be made via IFSC/ Account number or MMID/ Mobile number, if the person is not registered on Bharat Interface for Money.

When sending money using UPI, how do I come to know that my account is debited and the money has been credited in the beneficiary's account?


You will get an SMS on your registered mobile number on successful completion of the UPI transaction.

How are you getting all my bank a/c information?


This is a feature of the UPI payment platform (built by NPCI- an RBI regulated entity). The UPI platform retrieves the accounts details linked with your mobile number in a masked manner i.e. Bharat Interface for Money can't see all the details. This exchange is done over secure banking networks and we don't store or ever use it.

Are there any charges for using Bharat Interface for Money?


There are no charges for making a transaction through Bharat Interface for Money.

Note - Your bank might however levy a nominal charge as UPI or IMPS transfer fee. Please check with your bank for more details.

How will I know if my UPI transaction is successful?


For any transaction, you will see a status instantly on your screen. If for some reason the transaction is delayed or pending, the result will be posted on your Transaction History page along with a UTR# or bank reference number. In addition, you will receive an SMS from your bank.

How soon will a refund from a merchant be available in my account?


As soon as your merchant has processed the refund from its end, it should be instantly available in your deafult bank account.

What is the advantage of UPI Funds transfer over other fund transfer mechanisms?


The service is instant and available 24X7, even on public/bank holidays. Customers can transfer funds in simple steps by providing the virtual payment address of the beneficiary. Also, there is no pre - registration required for the beneficiary.

What is a Virtual Payment Address (VPA)?


"Virtual Payment Address" is an identifier (that takes a form of abc@icici wherein "abc" is a unique name that you can choose for yourself) that can be uniquely mapped to an individual account using a translation service. UPI services of ICICI Bank offers customers the option to create any number of virtual addresses so that they can use the virtual address for making and receiving payments.

I have paid for my transaction but not received anything. Why is that?


Once you complete a transaction, you should see a success status on the Bharat Interface for Money screen and receive an SMS from your bank. In some cases due to operator issues it can take a longer time. In case you have not received your confirmation within an hour please contact the Customer Care team of your bank or you can lodge complaint from the BHIM App itself by using 'Report the issue' option that is available for a failed transaction.

How can I track my transaction status in UPI?



You can check your transaction status using "UPI Transaction history" button inside "Account Services" on iMobile.

In Pockets, navigate to the "UPI" section and choose "UPI Transaction History". Choose your VPA (if you have multiple) and enter the date range of interest to view your transactions.