EASYPAISA FAQ

FAQs MOBILE ACCOUNT: What is an Easypaisa mobile account? An Easypaisa mobile account is an easy to use actual bank account, available for Telenor subscribers to access from their own mobile phones at any time. Subscribers can use the Mobile Account for Bill Payment, Money Transfer and a whole host of new services from their own mobile phones. Who can be an Easypaisa mobile account subscriber? Any Telenor customer, post-paid or pre-paid, with a valid and original NADRA CNIC/NICOP/POC can sign up for an Easypaisa mobile account. This service is only limited to Telenor Subscribers. Where can customers go to register their Easypaisa mobile account? A customer can register for an Easypaisa Mobile Account from any of the Telenor Franchises, Telenor Sales and Service Centers, Tameer Bank branches or Tameer Bank Sales and Service Centers. All they need to have is a valid and original NARDA CNIC/NICOP/POC. What if the subscriber does not own a Telenor SIM? In that case, the customer will buy a new Telenor connection, either pre-paid or post-paid. The Easypaisa mobile account will only be opened once the subscriber record is successfully updated with relevant ownership details in the Telenor systems. Can I have more than one Mobile Account associated to my number? As per State Bank of Pakistan rules, there can be only one Mobile Account per Customer. The Mobile Account will only be associated with one Telenor Mobile Phone Number. However, you can transfer your mobile account to another mobile phone number provided that the new mobile phone number is in your ownership. What is my Easypaisa Account Number? For transactional security purposes and to minimize errors, the system will generate a 12-digit Easypaisa Mobile Account number (the customer's Telenor number plus 1 random check digit) at the time of account opening. For example, if the mobile phone number is 0345-8501100, the Easypaisa Mobile Account number generated could be 0345-8501100-3 where the last digit (3) is the random check digit for the account. What is my PIN? After the account creation, the customer would be asked to create a secret 5-digit numeric PIN code for his Easypaisa Mobile Account. Similar to an ATM PIN code, this secret PIN code will be used to authorize all transactions from the Easypaisa Mobile Account. Without this PIN code, no transactions will be possible. It is extremely important for the customer not to share this PIN code with anybody. How do I create my PIN? Dial *786# from your mobile phone and select “Create New PIN”. How secure is the Mobile Account? Mobile Accounts encompass the same level of security that you have when using an ATM card. Each Mobile Account has a 5-digit secret PIN code which is required for each transaction. All transactions from the mobile phone are encrypted using standard GSM encryption. What if the subscriber forgets his Easypaisa mobile account PIN? In this case, the customer needs to call the help line to log a request for PIN reset. The customer will get a verification call from the Banking Team within 1 hour and after successful verification, a new PIN will be communicated to the customer. What if a customer's SIM is stolen, is his Easypaisa Mobile Account compromised?h3> No, the account is never compromised because the Easypaisa Mobile Account cannot be used without the customer's secret PIN code. The customer should call the help line and log a request for blocking the stolen SIM. After verification from the customer, the SIM will be blocked, the Easypaisa Mobile Account will be blocked and the customer PIN reset. The customer can then collect a replacement SIM from any Telenor Sales and Service Center or Franchise and continue using his Easypaisa Mobile Account after changing his PIN code. How can I access my Easypaisa mobile account? Subscribers can either dial *786# from their handset or log into the Easypaisa Mobile Account website (https://account.easypaisa.com.pk) to access their Easypaisa mobile account. All transactions available on *786# are also available through the Easypaisa Mobile Account website, although the website provides the subscriber with additional tools to manage their accounts more efficiently. For example, a subscriber can schedule recurring payment transactions and see the complete history of transactions from the website. Can an Easypaisa account holder change his/her package plan? Yes, just like the normal process. Can an Easypaisa account holder request for pre-paid to post-paid migration? Yes, just like the normal process. Is there any idle timeout for the Easypaisa Mobile Account website? Yes. If the subscriber session is idle for more than 30 minutes, the session times out automatically and the subscriber needs to login again. What are the different services provided with Easypaisa mobile account? Currently, following services are offered on an Easypaisa mobile account Bill Payment Money Transfer to Easypaisa account Money Transfer to a CNIC (Over The Counter Schedule payments Cash Deposit Cash Withdrawal Transfer In from a Tameer Bank Account Transfer Out to a Tameer Bank Account More payment solutions coming soon What is Transfer In and what do I require before I perform Transfer In? If a subscriber has an account in Tameer Bank, he can transfer money from his Tameer Bank account to his Easypaisa mobile account. A subscriber can have only one Transfer In account. Subscriber can Add/Update transfer in account from internet, but this update is to be verified from Tameer Bank. Subscriber then has to call the help line to log a request to authorize whenever he has updated his Transfer In Account Number. Transactional limits do not apply for transfer in. What is Transfer Out and what do I require before I perform Transfer Out? If a subscriber has an account in Tameer Bank, he can transfer money to Tameer Bank account from his Easypaisa mobile account. A subscriber can have multiple Transfer Out accounts. Subscribers can Add/Update Transfer Out account details easily from internet. Transactional limits will apply for transfer out. What is my daily/monthly/yearly limit? Can I change these limits? What is the procedure for increasing my limits? Level 1 account limits: 10K for day 20K for a month 120K for a year Account Level Limits Level-2 (Basic) Daily Limit: 50,000 Monthly Limit: 100,000 Yearly Limit: 600,000 Maximum Balance: 300,000 Level-2 A Daily Limit: 100,000 Monthly Limit: 200,000 Yearly Limit: 1,200,000 Maximum Balance: 600,000 Level-2 B Daily Limit: 250,000 Monthly Limit: 500,000 Yearly Limit: 3,000,000 Maximum Balance: 1,500,000 Level-2 C Daily Limit: 500,000 Monthly Limit: 1,000,000 Yearly Limit: 6,000,000 Maximum Balance: 3,000,000 When a transaction is reversed, will the Fee and FED also be reversed? Yes, the Fee and FED will be reversed if the reversal request has been made within 24 hours. What is meant by Schedule Payments? If a customer wants to send money automatically from their Easypaisa mobile account to other Easypaisa mobile account they can schedule a payment transaction from the Easypaisa Mobile Accounts website and the transaction will be executed on the date/frequency set by the customer. I have international roaming activated. Can I use the money if I go to another country? You will be able to access and use your Mobile Account on your phone even if you are roaming outside Pakistan. You need to be in a country with one of our roaming partners and you can find the complete list of countries and partner operators on our website at www.telenor.com.pk Since the customer support is at Telenor Pakistan. Do you have bankers who understand the particulars/problems of banking and accounts? Our support team at our help line (345) is staffed with a dedicated, trained team of bankers to provide support on any issue with your Mobile Account What is the procedure for closing Easypaisa mobile account? Visit your nearest Telenor S&SC or Telenor Franchise or Tameer Bank Branch with a copy your CNIC. Customer will be asked to fill out an account closing form. The account is closed after verification from customer. What if the Easypaisa subscriber wants to port out to another operator? The subscriber has to first close their Easypaisa Mobile Account before being able to port out. What if a subscriber wants to terminate his Phone Number? The customer has to first close his/her Easypaisa Mobile Account and then request for number termination. Will the Urdu Menu work on all Handsets? Easypaisa Mobile Account Urdu menu best works with Nokia, Samsung, Blackberry, Sony Ericson handsets. However, it is bserved that it may not display, rarely not show correct Urdu fonts on iPhone, HTC or Chinese mobile phones. If the customer phone does not display the correct Urdu characters in the Mobile Account URDU menu, try dialing *345# and check the Urdu USSD menu. If the *345# Urdu menu is appearing fine but the Mobile Account Urdu menu is not, please report this issue along with the Handset Make and Manufacturer What is the default language for the menu? By default the Language for a user will be English, however customers can select “9” to change the language as desired. Once the language selection has bee done the selected language will be used for future usage Can URDU be a default language (menu in urdu on first time dialing *786#)? Yes, while registering an account, on 2nd screen (customer data input screen) default language for that customer can be selected by a drop down menu “PREFERED LANGUAGE”. Are the any additional charges for using Urdu menu? No there are no charges end faq MONEY TRANSFER THROUGH EASYPAISA SHOP: Does a customer need to register to avail this service? No, there is no requirement for the sender or the receiver to be registered. Who can make a Money Transfer transaction? Is it for Telenor customers only? Any person can make a Money Transfer transaction and send money to another person. The only requirement is that both sender and receiver should hold a valid NADRA CNIC and submit photocopies of their CNICs to Easypaisa merchants while doing a sending or receiving transaction. Expired CNICs will not be accepted. Does a customer need to have a mobile phone to avail this service? No, there is no mandatory requirement for the sender or the receiver to provide mobile phone number. The benefit of providing mobile phone number is that they will be able to receive the transaction information SMS messages. Secondly this will be helpful in logging complaints. Who can make a Money Transfer transaction? Is it for Telenor customers only? Any person can make a Money Transfer transaction and send money to another person. The only requirement is that both sender and receiver should hold a valid NADRA CNIC and submit photocopies of their CNICs to Easypaisa merchants while doing a sending or receiving transaction. Expired CNICs will not be accepted. What if a customer has an expired CNIC or if the CNIC is lost? The Customer needs to visit their nearest NADRA swift center and apply for a CNIC renewal if the CNIC is expired or a new CNIC if the customer has lost his CNIC. In both cases, NADRA will issue a renewal receipt which needs to be brought to the Easypaisa merchant along with a photocopy of the expired or lost CNIC and the merchant will then proceed with the sending or receiving transaction. An expired CNIC can be considered valid for processing a transaction only if the customer is 65 years or above. In such a case a NADRA renewal letter is not required. What if a customer is not in the procession of the original, valid CNIC but only has a photocopy of the valid CNIC? The Customer needs to bring any original, valid photo identification (Passport or Driver’s License, armed forces ID, Employee card etc) along with a photocopy of his valid CNIC. The merchant will then proceed with the sending or receiving transaction. Where can a customer send or receive a Money Transfer from? For Money Transfer, a customer can approach any Telenor S&SC, Tameer Microfinance Bank branch, Telenor Franchise or any Easypaisa shop. Such shops can be identified by the original Certificate from the licensing Bank placed at the shop. Telenor will not be responsible for any service complaints from un-authorized merchants. How long does the Money Transfer transaction take? How long does the Receiver have to wait after a Sender has sent money? Money Transfer sending or receiving is done instantly. Will the customer get a receipt or any SMS notification after the transaction? SMS notification will be sent to the sender and the receiver at the time money is sent or collected. This is only if both sender and receiver mobile phone numbers have been entered. Apart from the SMS notifications, the Easypaisa merchant will provide a stamped, signed transaction receipt to both sender and receiver with the sender and receivers CNICs and transaction details. The customers must not leave the Easypaisa shop without collecting the receipt for the Money Transfer. Is there a time limit for customer to receive a Money Transfer transaction? There is no time limit for claiming a Money Transfer. However, for customer security it is recommended to receive the transaction amount within 180 days of transaction initiation date. After expiry of 180 days the transaction will be blocked. Customer will be required to call 345 or 111-345-100 for further assistance. (As per Regulation all un-claimed amounts will be surrender to SBP after 10 years). What should a customer do if he forgets his transaction pass-code? The Customer needs to visit his nearest Telenor Sales & Service Center, Telenor Franchise, Tameer Microfinance Bank Branch or Tamer Bank Sales and Service Center and take his original NADRA CNIC with him. How many times a customer can reset pass code for a single transaction? The pass-code will only be reset once for a transaction. What will be the process if a customer forgets the Transaction ID? The Transaction ID is on the receipt that a merchant gives to the Sender after the transaction. The Customer must keep this receipt carefully for verification. Additionally, if the Customer has forgotten his Transaction ID, he may obtain it by calling the help line after verification and providing information. What if the customer doesn't receive the confirmation message? The customer should ensure that the phone numbers mentioned on the Money Transfer receipt are correct. He should then call the helpline and after verification, the call center agent will confirm the transaction status. What if a customer comes to collect money sent through a Money Transfer and the Easypaisa shop does not have cash? The customer should then contact a nearby Easypaisa shop with cash. Is there any number of transaction or monthly limits for customers? There is no limit on the number of transactions per month. The monthly limit for sending or receiving is Rs.15,000. These limits will apply when a customer is sending money as well as when a customer is receiving money through a Money Transfer transaction. For example, if a sender sends Rs. 15,000, his limits for that month have been exhausted. He will not be able to send or receive any money that month. However, the receiver's limits will be exhausted when he collects the Rs. 15,000. He will not be able to send or receive any money in that month. end faq BILL PAYMENT THROUGH EASYPAISA SHOP: How can I get my bills paid from an authorized Easypaisa agent? Paying your bill through Easypaisa bill payment is very easy. Bring your bill and the required amount of cash to any of our Easypaisa outlets. Ask the retailer/shop keeper to pay your bill through Easypaisa bill payment service. If you use any mobile service, give the retailer your mobile number to receive a confirmation SMS. On completion of the payment, collect the stamped bill, which carries the transaction ID and Agent ID. If you have a mobile phone, don't forget to check that you have received a confirmation message. If you do not have a mobile phone, check the confirmation message on the mobile phone of the Easypaisa agent Can anyone use Easypaisa bill payment service? Yes. You can pay your bills by following the process mentioned above. When can I pay my bills? Any Telenor or non-Telenor subscriber or non-mobile-user can pay the bills from any Easypaisa authorized outlet on any day of the week with no restriction of conventional time schedule of 9 am to 5 pm What if my company says that my Bill has not been paid? Please call our helpline 345 (in case you are a Telenor subscriber) or 111-345-100 (if you are a non-Telenor subscriber) for assistance. Which bills can be paid through Easypaisa bill payment service? Utility Bills of following utility companies can be paid:  Electricity KESC (Karachi Electric Supply Company)  HESCO (Hyderabad Electric Supply Company)  IESCO (Islamabad Electric Supply Company) MEPCO (Multan Electric Power Company)  FESCO (Faisalabad Electric Supply Company) LESCO (Lahore Electric Supply Company) GEPCO (Gujranwala Electric Supply Company) PESCO (Peshawar Electric Supply Company)* QESCO (Quetta Electric Supply Company)* Telephone PTCL (Pakistan Telecommunication Company Limited)  Gas SSGC (Sui Southern Gas Company)  SNGPL (Sui Northern Gas Pipelines Ltd)  Water KWSB (Karachi Water and Sewerage Board)* WASA (Water and Sanitation Agency) Lahore* WASA (Water and Sanitation Agency) Faisalabad* WASA (Water and Sanitation Agency) Rawalpindi* Internet Wateen wi-tribe Qubee *Powered by NADRA e-Sahulat Are there any additional charges on paying bills through Easypaisa service? There are no additional charges on your bill if you pay it at any Easypaisa outlet How is Easypaisa bill payment fully secure? Easy Paisa is a fully automated system: The bill payment system checks and records every transaction through a computerized system. Automatic and instant payment: Your bill is paid in real time through our Easypaisa bill payment system and a unique transaction id is generated which is proof of bill payment. You will get payment acknowledgement by: Instant notification on your mobile: The bill payment system sends an instant payment acknowledgement through a confirmation text to your mobile to confirm that your payment has been received accurately. Stamp on your bill: If you utilize the Easypaisa service from any authorized Easypaisa shop, you will receive a stamp on your bill with a unique transaction identification number and agent identification number. Helpline: If you have any query regarding your bill or the Easypaisa service, you can call our 24/7 Telenor helpline (345) or UAN number 111-345-100 end faq BILL PAYMENT THROUGH EASYPAISA MOBILE ACCOUNT: Can anyone use Easypaisa bill payment service through mobile account? No. Only TP subscribers who have an Easypaisa mobile account can pay their utility bills by following the process mentioned above. What if my utility company says that my Bill has not been paid? Please call our helpline 345 for further assistance Which utility companies’ bills can be paid through Easypaisa bill payment service? Utility Bills of following utility companies can be paid:  Electricity KESC (Karachi Electric Supply Company)  HESCO (Hyderabad Electric Supply Company)  IESCO (Islamabad Electric Supply Company) MEPCO (Multan Electric Power Company)  FESCO (Faisalabad Electric Supply Company) LESCO (Lahore Electric Supply Company)* GEPCO (Gujranwala Electric Supply Company)* PESCO (Peshawar Electric Supply Company)* QESCO (Quetta Electric Supply Company)* Telephone PTCL (Pakistan Telecommunication Company Limited)  Gas SSGC (Sui Southern Gas Company)  SNGPL (Sui Northern Gas Pipelines Ltd)  Water KWSB (Karachi Water and Sewerage Board)* WASA (Water and Sanitation Agency) Lahore* WASA (Water and Sanitation Agency) Faisalabad* WASA (Water and Sanitation Agency) Rawalpindi* Internet Wateen wi-tribe Qubee *Powered by NADRA e-Sahulat Are there any additional charges on paying utility bills through Easypaisa service? The Charges have been mentioned in the service charges tab. How is Easypaisa bill payment fully secure? Easy Paisa is a fully automated system: The bill payment system checks and records every transaction through a computerized system. Automatic and instant payment: Your utility bill is paid in real time through our Easypaisa bill payment system and a unique transaction id is generated which is proof of bill payment. You will get payment acknowledgement by: Instant notification on your mobile: The bill payment system sends an instant payment acknowledgement through a confirmation text to your mobile to confirm that your payment has been received accurately. Helpline: If you have any query regarding your utility bill or the Easypaisa service, you can call our 24/7 Telenor helpline (345) end faq INTERNATIONAL HOME TRANSFER: Who can receive an International Remittance? Is it for Telenor customers only? Any person can receive an IR-OTC transaction. The only requirement is that the receiver needs to have a valid NADRA CNIC. The CNIC is verified by the Merchant during the transaction. For how long will the International Remittance stay in the system if it is unclaimed? Answer: International Remittance transactions remain active and claimable for a period of 1 year. (As per Regulations all un-claimed amount will be surrendered to SBP after 10 years). What do I do if the Recipient Name in the system does not match CNIC name? The Sender will need to contact the Sending Financial Institution to have the name changed before payment can be made. If the remittance remains uncollected for 1 year, it will be reversed and sent back to the sender What do I do if I forgot the Transaction ID? You can ask the sender for the transaction ID again. If the sender does not know the transaction ID either, he/she can contact the Sending Financial Institution to retrieve it. What happens if the Merchant makes a mistake while entering the transaction ID? The transaction will be denied, the merchant can retry the transaction with the correct ID. How will any reversal case be handled? There will be no reversals offered if the funds have already been paid out. If the funds are unclaimed a reversal may be processed at the request of the Sending Partner. The Sender should contact the Sending Partner Who is charged for International Remittance transaction? The Recipient of the Money Transfer will never be charged. In majority of cases the Sender is not charged either. The Sender may be charged for transactions under USD$100 in value or for sending money from certain countries. This service fee may be charged by the Merchant in addition to the amount of money being sent. Can Easypaisa retailers conduct IR transactions? No, in compliance with State Bank of Pakistan regulations, IR transactions may only be conducted at official Telenor Franchises, S&SC and Tameer Bank branches. Do I need to have a mobile phone to avail this service? No, there is no mandatory requirement for receiver to have a mobile phone. The Receiver may be a Telenor subscriber, a subscriber of any other Mobile Operator or not carry Mobile Phones at all. Do I need to register to avail this service? No, there is no requirement for the receiver to be registered. Where can I receive my International Remittance from? International Remittance transactions can be carried out at any Telenor Franchisee, Telenor Sales & Service Center, Tameer Bank branch or Tameer Bank Sales & Service Center. Easypaisa retailers cannot conduct International Remittance transactions.  Telenor will not be responsible for any service complaints from unauthorized retailers. What do I need to bring to collect money sent through an International Remittance transaction? The intended recipient needs to come in person and bring: Original CNIC along with a copy of CNIC. Transaction ID. The Merchant will not allow the transaction if the CNIC is not original. How long does the International Remittance transaction take? How long does the Receiver have to wait after a Sender has sent money? The Money Transfer service happens instantly on our end, although certain corridor partners may introduce a delay at their end. What documentation will the Merchant keep for his record purposes? The Merchant needs to collect a photocopy of the CNIC and keep it with the copy of the International Remittance Transfer receipt given to the customer. The customer will also be asked to sign the Merchant copy of the receipt for record purposes. end faq INTERNATIONAL HOME TRANSFER THROUGH EASYPAISA MOBILE ACCOUNT: Who can register for this service? Any person with Telenor SIM can register for this service What is needed for registration? Customer only needs to submit copy of valid NADRA CNIC How can I register for this service? Customers can register for this service by visiting nearest Telenor SSC, Franchise or Tameer Bank Branch What are the charges for this service? No fee is charged to receiver for this service. In majority of cases, sender will also not be charged for sending money via this service. What is the limit on the amount that I can transfer via this service? Each mobile account will be assigned daily, monthly and yearly limits based on KYC. These limits will be communicated to customers after successful registration. If a customer wants to increase these limits, he can register a request by dialing 345 How can I withdraw my funds? Customer can withdraw funds by visiting nearest Telenor SSC, Franchise, Easypaisa shop or Tameer Bank branch. Customers will have to pay cash withdrawal charges when withdrawing funds from their mobile account. What is the maximum amount I can withdraw from mobile account in one go? Customer will only be able to withdraw maximum of Rs. 25,000 in one go Which companies on the sending side are partnering with us for this service? Currently we are partnering with Xpress Money for this service. More companies are expected to come onboard in the near future. Only funds transferred through our sending partners can be received via this service What happens if customer does not receive funds in his mobile account? Customer should contact sender to resolve the issue end faq DONATIONS THROUGH EASYPAISA SHOP: What is the minimum amount that can be donated through Easypaisa mobile account? Minimum Donation amount is Rs.3 Can anyone use Easypaisa donation service? Any Telenor or non-Telenor subscriber or non-mobile-user can send donations from any Easypaisa authorized outlet. end faq DONATIONS THROUGH MOBILE ACCOUNT: What is the minimum amount that can be donated through Easypaisa mobile account? Minimum Donation amount is Rs.3 Can I schedule regular donation amount deductions from my Easypaisa mobile account? Yes. You can visit your nearest Telenor Franchise/ Telenor Sales & Service Center or call our helpline 345 to set a schedule for automatic donation deductions from your mobile account. end faq EASYPAY – FOR CORPORATAE CLIENTS: What is Easy.Pay? How can companies benefit from Easy.Pay? Answer: Easy.Pay is a solution offered by Easypaisa to enable corporate organizations to receive payments/ funds from customers across the country. The service can only be used to receive payments. How will the customer send money to the Company? Answer: Each registered company will be assigned an Easypaisa account number. There are two ways to send money to the Company: Customer can visit any Telenor S&SC, Tameer Bank Branch or S&SC, Telenor Franchise or any Easypaisa retailer to make a payment using a their valid CNIC Telenor Customers with an Easypaisa mobile account can also transfer money from their individual mobile accounts to the Corporate Easypaisa mobile account. How long does the Pay Easypaisa transaction take? How long does the company have to wait after a Sender has sent money? Answer: The Pay Easypaisa number transfer happens instantly on the system. The funds received by the company will be reflected on the statement in real time. Who can make an Easy pay funds transfer transaction? Is it for Telenor or Tameer Bank customers only? Answer: Anyone with a valid CNIC can transfer. Customers do not have to be a particular Bank’s or Mobile Operator’s customers. Customers will be able to send money to the corporate organization through two main modes: CNIC to Easypaisa corporate organization mobile account (Over-the-Counter) Mobile account to corporate organization mobile account  (For Telenor subscribers only) Are there any limits on sending money to the company? Answer: For OTC (Over the counter) the daily limit is Rs. 10,000/-, monthly limit is Rs. 20,000/- and yearly limit is Rs. 120,000/-. As per SBP's regulations, these limits are fixed and subscribers are not allowed to alter them. For Mobile Account customers, different limits apply depending on data supplied at the time of mobile account opening. What are the standard charges involved in this Easy pay solution? Answer: There are 2 kinds of charges involved: Standard OTC / or Mobile Account charges to the end-customer who visits the Easypaisa shop or sends money through his own mobile account. For more information, these charges are listed on are website http://www.easypaisa.com.pk/ : A minimal charge is also charged to the Corporate client for providing an Easypaisa solution. These charges are made clear to the organization when a formal proposal is sent to them. What is an Easypaisa Account Number Answer: An Easypaisa Account Number is in the format 034512345789 and is given to a Company so that they can communicate it to their Customers. Customers can then pay into this Easypaisa mobile account number from either an Easypaisa shop or through their own individual mobile accounts. How many Easypaisa Retailers are out there and where can I get their location from? Answer: Easypaisa has over 11,500 retailers and their location can be obtained from our website: