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Mobile Money

What is MPIN?

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MPIN is a 4-digit code used to authenticate your IMPS transactions while doing transactions on National Unified USSD Platform (NUUP) or ICICI Bank’s Call to Pay service to make bill payments.

Customer Support and Trouble shooting

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1. What details do I need to verify when I call Customer Support?

 

You should have your identification information (given during registration / upgrade) when you call Customer Support on 55400.


2. What details are required if I call regarding a particular transaction?

 

You should have the transaction ID related to that transaction and you have to provide it to the Customer Care Executive.


3. What happens if I lose the mobile phone signal while using M-Pesa?

 

If this happens, the payment may or may not have been processed. To confirm, wait for a few seconds, and then check your account balance and activity history. If you are still unsure of the status of your payment, please call our Customer Care. Do not initiate a transaction again until you get confirmation of the previous transaction.


4. I get a supplementary service not-error while using *400#. What does this mean?

 

Normally, this not-error occurs when your session times out due to inactivity.


5. What do I do if my account gets locked?

 

Call Customer Care and unlock it. You need to provide authentication information before your account could be unlocked.


6. What happens if I make wrong PIN attempts?

 

After 5 incorrect PIN attempts, your account will automatically be locked by the system for security reasons. You need to contact Customer Care to unlock it. After necessary verification, you will be sent a new PIN to resume the service.


7. What if I forget my PIN?

 

Call the Customer Care to have them reset it for you. You 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. You may also use Forgot PIN option in my account by dialing *400#.


8. What if I lose my mobile phone?

 

Even if you lose your mobile phone, no one will be able to access your M-Pesa account without your PIN. Since the PIN is not stored on the phone, your money is safe. Inform M-Pesa by calling Customer Care, so that we can block your account for further security.


9. What do I do if I buy a new phone?

 

The M-Pesa application is linked to your mobile number & not your handset. So you can change as many phones as you want and be still able to use the service uninterrupted.


10. What should I do if I change my mobile number?

 

M-Pesa works only on the same number on which you have registered your M-Pesa account. In case you only change your number and not your operator, you will not be able to continue using M-Pesa. Please call our Customer Care to deactivate your account.


11. I want to deactivate my M-Pesa account. How do I get my balance back?

 

We suggest you use the entire amount before getting the account deactivated. You may also submit a request at any Vodafone store for closure and settlement of your account.


12. Will subscribers of other service providers be able to call the M-Pesa Toll Free number?

 

Yes.


13. Will it be Toll Free for them as well or chargeable? If yes, what would be the charges?

 

All calls to the toll-free numbers are free for all callers.


14. Can users (Vodafone as well as non-Vodafone) from other locations also connect to the Toll Free number?

 

Yes.


15. What happens if the unregistered customer has deleted the SMS for fund transfer?

 

In such a case, the remitter should call the Call Centre and request them to resend the transfer code via SMS.


16. How will I know the authenticity of the M-Pesa agent?

 

The M-Pesa agent will have an agency code which will be displayed at the store. Only if this code is valid the customer will be able to withdraw cash at the agent store. Also any exchange of physical cash for M-Pesa will be done only after the SMS confirmation.


17. I am changing from postpaid to prepaid (or vice versa). Will you transfer my wallet?

 

As long as you use the same number, no change is required.


18. I do not have full documents with me, What if I am unable to provide full documentation at the time of registration?

 

In case, you are not able to meet our documentation guidelines, you can still operate as a semi-closed account. Later you can visit our authorised M-Pesa agent, provide them with the acceptable documents and your account will be updated to a KYC account where you can enjoy all the services offered by M-Pesa.


19. What if my verification fails?

 

If your verification fails due to of lack of proper documentation, we will intimate you and you may need to re-submit all the documents. If your KYC verification is rejected by ICICI Bank or if you do not have complete documentation, you can still use the semi closed account which allows you to make bill payments, recharge mobile number. You can also receive money from other M-Pesa customers. However at any given time, balance in your account should not exceed Rs. 20,000.


20. Can foreigners sign up for mobile money?

 

Foreigners can enroll for this service after submitting valid documents as per defined KYC list.


21. Is there a minimum deposit that I have to make while opening the account?

 

No.


22. Is there an account opening fee?

 

No.


23. Can I reverse payment if I made it to the wrong mobile number?

 

In such a case, we regret to inform you that we cannot take any request for reversal of your incorrect transaction. We suggest that you to speak to the recipient and request them to refund the amount to your account.


24. How can I get my account details changed or modified?

 

Customers need to submit a written request to authorised M-Pesa agent / store along with self-attested proof of identity.

What is IMPS ?

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Immediate Payment Service (IMPS) is an interbank electronic instant mobile money transfer service through mobile phones. IMPS helps you access your Bank Account and transfer funds instantly. The beneficiary account is credited immediately when a Fund Transfer request is made through your Mobile phone / Internet Banking. This service is available 24x7, throughout the year including Sundays and any bank holiday.

You will need a 7 digit MMID* (Mobile Money Identifier) number to transfer funds via IMPS.

For more details, we request you to refer to the below link.

How do I deposit cash in my account?

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You can deposit cash at any authorised M-Pesa agent location. No one other than an authorised M-Pesa agent can deposit money into your account. To know the M-Pesa agent near you, you may send an SMS – 'M-Pesa <city>' to 111.

What if I lose my mobile phone?

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Your money on mobile is always safe by your 4-digit MPIN, as long as you do not disclose it to anyone. In case of loss of SIM or phone, please block your iMobile app by calling our Customer Care. To know the Customer Care numbers, please click here.

How does Mobile Money Order work?

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You can use it in simple steps:

Step-1 : Register & Activate: Walk into the nearest authorized mRupee store and ask the agent for availing the services. Complete the Enrollment process by providing your full name, complete address, your active mobile number etc.

Step-2 : Add beneficiary: After enrollment, you need to provide details of the beneficiary bank account like beneficiary name, beneficiary's correct account number, beneficiary bank IFSC code/ location of the beneficiary bank etc. You will get a One Time Code (OTC), on your registered mobile as a text message, which you need to share with the mRupee agent so that the required beneficiary can be added.

Step-3 : Deposit Cash: Hand over the cash to the mRupee agent for transfer of the same to the required beneficiary's bank account. The mRupee agent would initiate the money transfer transaction, based on which you would receive another One Time Code (OTC) which needs to be shared with the mRupee agent. The mRupee Agent would enter the same in the system to complete the transaction. You would then receive a text message on your registered mobile number with the transaction ID, amount transferred etc.

How will I be informed when my Mobile Money Account gets credited or debited?

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You will always get a confirmation SMS after every transaction. In case you don't receive one please check your transaction history in USSD and if that it is also not updated with details of your transaction, please call our customer care at *345# from your registered mobile number.

Do I get intimation when the amount is credited into the beneficiary's account?

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Yes, you will get an alert over SMS once amount is credited to beneficiary's account

What documents do I need to open an Aircel ICICI Bank Mobile Money Account?

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You need to provide a documentary proof of your identity, address and signature.

The agent took my cash but I didn’t receive any SMS confirming the deposit

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There might be a network delay which may have affected the response time of the SMS. Please check your account balance after some time. If your account balance does not get updated & and you do not receive any SMS as well, call the customer support from the store itself. Do not leave the store until you get the confirmation through any of the two options mentioned above.

When does the biller receive my payment?

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Your account is debited as soon as you initiate a payment request and will be sent to the biller within two days. Every payment made by you carries a unique transaction ID that can be used to track each payment independently.

What if I forget my MPIN?

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If you forget your MPIN you can call the customer care at *345# from your registered mobile number and request them to reset your MPIN. After required authentication your MPIN would be reset.

What if my verification failed?

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If your verification fails because of lack of documentation, we will intimate you and you may need to re-submit all documents.

Can I reverse payment if I made it to the wrong mobile number?

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No. Once you make payment, there no way to reverse it. Please ensure that you enter correct mobile number while making payments.

What details do I need to provide while calling customer care for query regarding a particular transaction?

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You need to provide the transaction ID for the specific transaction.

What is the Call Centre number at which I can call for Aircel ICICI Bank Mobile Money?

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Aircel subscribers can call on 345 to reach customer care. Calls to *345# will be Toll Free. You may reach our Call Center using any other mobile connection on 7373000345. Calls to 7373000345 will be charged as per your existing tariff.

What if I have not used my account after opening it?

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If you have not used your account for continuous 6 months then your account would be declared dormant . However customers will receive two SMS, one 15 days and other 2 days prior their dormancy date informing them about dormancy. Please note Rs.10 per month would be charged on your account if it is dormant.

How can I use this service?

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You can reach out to any authorized mRupee store. The agent will help you to start using this service.

I initiated a fund transfer on my Mobile Money account but the status showed "submitted". What should I do?

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The status shows that the request is received but not yet processed. This could be due to a network delay. Please wait for few minutes for the request to be processed. In case the status remains "Submitted" for more than 15 minutes, please check your transaction history by calling the customer care at *345#.

What do I do if I want to close my Mobile Money Account?

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For closing the account you need to visit any authorized Aircel ICICI Bank Mobile Money agent and submit the account modification form with a closure request. Only after due verification your account closure request will be considered.

What is an Instant Account?

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Instant Account is a semi-closed prepaid Account. Once you register for the Mobile Money Account and submit KYC documents your account is operated as an Instant Account. Services offered in this account are Mobile and DTH Recharge, Bill Payments, Deposit Money.

What is Full Account ?

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Full Account is openloop prepaid account. As you meet our documentation guidelines and your KYC is successfully verified by ICICI Bank , your account is automatically updated to a Full Account and you can avail all the services offered by Mobile Money like cash withdrawal , fund transfer , DTH Recharge , Bill Payments, Deposit Money

Do I have to pay the entire bill amount?

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This will depend upon the biller. You can make a payment in full or in part depending upon whether the biller provides you with that facility.

What are the NEFT Transaction timings? Excluding all public / bank holidays

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Transaction TimingsNEFT
Monday to Friday8:00 AM to 6:30 PM
Saturdays8:00 AM to 12:30 PM

 

(However, please note that this service will be used for banks which are not yet available under IMPS platform or in case IMPS transaction fails. In order to ensure that you do not miss the last NEFT batch, you must complete your transaction at the Oxigen e-Paisa agent not later than 30 minutes before the closure of NEFT timings NEFT timings (as above)).

Do I get any alert when money is transferred?

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Yes, you will get an alert over SMS on your mobile phone with details of the fund transfer.

In how much time receiver will get the money?

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Minimum of 2-3 hours, this would be subject to NEFT timelines.

Security & privacy

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1. Is m-pesa safe and secure?

When you register for m-pesa, you will set your confidential Personal Identification Number (PIN). PIN is required to authorise all your transactions and to get any account information. The PIN is not stored anywhere on the phone or at any server. The transmission between you and the server is highly secure and is done using encryption mechanism ensuring highest safety and security standards. The PIN is known to the m-pesa Account holder only. Even people at Vodafone or at the Bank do not have access to your PIN as it is stored in our system in an encrypted format. Your money will always be safe even if you have accidently lost your phone, so long as you have not disclosed your PIN to anyone.

 

2. When should I set my PIN?

As soon as your registration is completed, you will receive an SMS confirming the same. You should immediately change the default PIN to a number of your choice.

 

3. 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. In case, you feel your PIN has been compromised any time, please reset it to a number of your choice or call Customer support to have it reset.

 

4. I forgot my PIN. What should I do?

Please call Customer support to have it reset. You will be sent a temporary PIN via SMS after necessary verification. You need to change this PIN within 48 hours in order to use the service.

 

5. Will I be informed when my account gets credited or debited?

Yes. A confirmation SMS will be sent whenever a transaction is processed from your account.

 

6. Can my account get locked? What should I do?

Yes, if we detect suspicious activity on your account, we may sometimes lock the account. This is largely to protect your money.

I am not an ICICI bank account holder can I still use this facility?

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Yes, you can all you have to do is visit your nearest authorized Aircel ICICI Bank Mobile Money Agent and register for Mobile Money

How do I get my mobile money account statement?

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You can get a Mini statement by visiting "My Account" menu in your Mobile Money application. You can request for a detailed statement by calling the customer care at *345# and the statement would be mailed at your registered address. Please note that detailed statement is available at a fee of Rs. 50.

Are there any limits on value and number of transactions that can be made daily/monthly?

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Maximum value of transaction is Rs. 50000 per day and Rs. 100,000 per month for a Full KYC Wallet. In case of Instant account, the transaction limits would be Rs.10,000 per day and Rs.20,000 per month.