Mobile Money FAQs

Get to know m-pesa


1.What is it?

ICICI Bank and MCSL, a Vodafone group company, jointly present "m-pesa" a mobile money transfer service. This is an exclusive service for Vodafone subscribers. On applying for m-pesa, customers get a mobile wallet issued by MCSL called "MCSL Wallet" and also a Mobile Money Account with ICICI Bank. The Wallet and the Mobile Money account are inter-operable and allow movement of money between both accounts seamlessly.

 

2. Who is a Registered User?

A registered m-pesa customer is a person who has a Vodafone SIM on which they are registered at agents store and signs the terms and conditions document for the m-pesa Services & can do transactions via IVR/ USSD. They need a PIN to access their m-pesa account. Money is received in m-pesa account customer can withdraw it any time and in any amount. m-pesa customer can do all transactions like sending money, withdraw, buy airtime, change PIN etc.

 

3. Who is an Unregistered User? ?

Unregistered m-pesa customer is a person who is not registered for the m-pesa services & cannot do transactions via IVR/ USSD. They may be subscribers of Vodafone or any another mobile operator. They can withdraw money only if voucher code received via SMS along with identity proof is available.

 

4. What can I do with it?

You can send money to family & friends, recharge Vodafone Prepaid connection, pay Vodafone post-paid bills, pay utility bills, and pay for your shopping and much more with m-pesa.

 

5 Who can use it?

It can be used by both Vodafone Prepaid and Post-paid mobile subscribers.

 

6. Do I need a GPRS enabled handset or a smart phone?

No. m-pesa works on any mobile model / handset. You do not need GPRS or a data plan. You just have to dial *400# and you will be able to use the menu.

 

7. Can anybody apply for m-pesa?

Can I have multiple accounts? Any Indian resident who is 18 years and above can apply for m-pesa provided they are an active Vodafone subscriber. One person can have only one m-pesa Account in his or her name.

 

8. What can I give as KYC documents for m-pesa Account registration?

We need a documentary proof of your Identity, Address, a coloured passport size photograph and Signature.Please bring the originals of Proof of Identity and Proof of Address to the agent store for verification. This can be obtained from one document (Passport or Driving License) or through a combination of documents listed below Pan Card / Voter's ID / Valid ID cards from government departments / Marriage Certificate / Utility bills (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 (not older than three months) / Bank Pass Book / Wealth or Income or Sales or Service Tax Assessment order / Life insurance premium receipt / Registered Sale deed(for owners) and others.

 

9. Where all can I use m-pesa?

Presently, you can use m-pesa at all our Vodafone stores and authorised m-pesa agents across West Bengal, Bihar and Kolkatta.

 

10. Can I get chequebook, or account statement for my m-pesa Account?

No. You will not get any cheque book for m-pesa Account. You can check your account balance directly through your mobile phone by dialling *400# You can call our customer care and request for account statement which is available at fee of Rs. 50.

 

11. Can I visit ICICI Bank branch or ATM for accessing m-pesa Account?

No. You can access your account balance directly through your mobile phone by dialling *400#.

 

12. I already have an ICICI Bank account. Can I apply for m-pesa Account?

Yes, You can apply for m-pesa Account, provided that you are a Vodafone customer. As m-pesa is a separate account from your ICICI Bank Account, you need to submit fresh set of documents for KYC and register for m-pesa Account#.

 

13. What is the maximum amount that I can hold as balance? ?

Maximum balance at any time for a m-pesa Account is Rs. 50,000#.

 

14. What is maximum amount of cash that I can deposit in my account?

The maximum amount that you can deposit per day is Rs.5,000.

 

15. What is the maximum amount that I can spend?

You can spend a maximum of Rs.5,000 per day from your m-pesa Account.

 

16. What is the maximum amount that I can send?

You can send a maximum of Rs.5,000 to another m-pesa customer. However, the sum total of money spent & sent in a particular day cannot exceed Rs.5,000.

 

17. What is the minimum amount that I can send?

The minimum amount you can send at a time is Re1.

 

18. Is there a minimum balance requirement?

No, there is no such thing.

Deposit Money


1. How do I deposit cash in my account?

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 nearest to you, you may send an SMS - "m-pesa "to 111.

 

2. The agent took my cash but I didn't receive any SMS confirming the deposit?

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.

 

Send Money


1. Who can send money?

 

All Customers who have a m-pesa Mobile Money Account can send money. If you are having only the semi-closed wallet account, please visit the nearest m-pesa store and submit your documents to activate the Bank account.

 

2. Who can I send money to?

You can send money to:
•Other registered m-pesa customer as well as non-registered customer.
•Any bank account using NEFT.
Currently available only in Bihar, Kolkata, Rajasthan and West Bengal.

 

3. How long will it take to transfer the money?

Transfers to mobile numbers are instantaneous. If you are sending money to a bank account, the transfer will take place as per the bank NEFT cycle.

Day Transaction Timings
Monday to Friday 8:00 AM to 6:30 PM
Saturdays 8:00 AM to 12:30 PM

 

 

4. What details do I need to enter to send money to a m-pesa Customer?

You need to enter the recipient's mobile number and the amount you wish to send. You will have to authorise the transaction by entering your PIN.

 

5. What details do I need to enter to send money to a bank account?

To transfer money to a bank account you need to enter the following details: - Beneficiary's mobile number - Beneficiary's name (as registered with the bank) - Beneficiary bank account number - Beneficiary bank account IFSC Code - Amount - PIN

 

6. How will I know that the money has been transferred successfully?

If you are sending money to any mobile number, both you and the recipient will receive an SMS confirming the transfer. You can also dial *400# and check balance to confirm. If you are sending money to a bank account, you will instantly receive an SMS confirming the request. As soon as the money request is registered with ICICI Bank, you will receive another SMS confirming the same. In case, of rejection of your request, you will receive an SMS stating the same.

 

7. What happens if the transaction has failed?

In the event of a failed transaction due to network issue, if you are sending money to mobile number, the amount will not be debited from your account. You will also receive an SMS informing you about the failure of the transaction. If you are sending money to a bank account, then the amount will be refunded to your account within 4 working days.

 

8. Do I need to register the recipient?

No, this is not compulsory. You can send money to a non-registered customer also.

 

9. Is there a charge for sending money?

Yes. There are charges applicable for this service. The charges are as mentioned earlier.

 

10. What is the maximum / minimum amount I can send?

Please visit the limits section.

 

11. Can only registered user send money?

Yes. Only those customers who have activated their m-pesa Mobile Money Account can send money.

 

12. Can only registered user receive money?

No, both registered and unregistered user can receive money.

 

13. What is the TAT to withdraw money by unregistered user?

If money is not en-cashed in 15days by an unregistered user, it is credited back to the sender.

Bill Payment


1. What is m-pesa Bill Payment?

m-pesa Bill Payment is a service that allows you to pay your own Vodafone Post-paid Bill or that of any Vodafone Post-paid customer within the same circle. In addition you can pay for other utility services like DTH, electricity bills, insurance premium payments etc. The service can be accessed through an USSD /IVR.

 

2. What should I do to activate m-pesa Bill Payment?

You don't need to activate the Bill Payment service separately, as long as you have an active m-pesa Account, you can start using the Bill Payment service.

 

3. What are the charges to activate the service?

No activation charge will be levied for this service.

 

4. Is m-pesa Bill Payment service a safe and secure platform for transactions?

m-pesa Bill Payment adheres to the highest security standards and is at par with any financial transaction platforms available globally. Your financial information is completely protected from misuse and hence, it is very secure.

 

5. Can some other Vodafone Post-paid customer be able to pay my Vodafone Post-paid bill through m-pesa?

Yes. Any Vodafone Post-paid customer who has activated m-pesa service and has sufficient balance in his account can pay your post-paid bill.

 

6. Will I be charged anything for using m-pesa Bill Payment services?

No. You will not be charged anything for using this service. This service is designed and developed within Vodafone and it comes to you absolutely free.

 

7. How will I know that my transaction is successful and my bill payment is done?

As soon as your transaction is completed, you will get an SMS confirming if your transaction is successful or declined.

 

8. How much time will it take for my bill payment to reflect on your system?

Post-paid bill payment transactions will reflect in your account within 4 hours.

 

9. Whom should I contact if my bill payment does not take place?

In case, your transaction is not successful, you can contact our Customer Care on 55400, our Customer Care Executives will be happy to help you.

 

10. What happens in case I enter a wrong mobile number for bill payment?

In case, you enter a wrong mobile number while doing your transaction, we regret to inform you that, as of now the payment will not be reversed.

 

11. Can I use this service while roaming Nationally and Internationally?

Yes. You can only use m-pesa Bill Payment service as long as you are roaming on Vodafone network in India. Currently, it will not work on International networks. However, we will keep you informed when we launch this service on International networks as well.

 

12. If I pay for another number, then where will the transaction feature?

Will it show in both the accounts? In our billing systems, the transaction will only feature in the account for which you have made the bill payment.

 

13. The confirmation SMS hits which number? The customer who is paying or the account for which it has been paid?

On successful completion of the payment a confirmation SMS will be sent to the customer who is making the payment. In addition, the customer on whose behalf you have made the payment will also receive an SMS from Vodafone confirming the same.

 

14. Are there any limits on the amount I can transact for making bill payment on m-pesa Bill Payment?

Yes, there are limits. You can use up to Rs.5,000 per transaction, per day.

 

15. Can I pay bill for a suspended Vodafone Mobile Number?

Yes, in case, of a temporary suspension of a mobile number you can recharge or pay bill for the same.

 

However, if the mobile number is permanently disconnected it will feature as an invalid mobile number on the menu.

 

16. What is the size of the application?

It works on a USSD platform and it does not take any space of your handset.

Security & privacy


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.

Customer Support & Troubleshooting


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 at 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. After I enter my PIN, I get a message "Your PIN has expired, please change it before doing any transaction" What should I do?

You need to change your default PIN before making any transaction. Go to the 'my account' section in m-pesa menu to change the PIN.

 

4. What happens when 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.

 

5. I got supplementary service not-error while using *400#. What does this mean?

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

 

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

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

 

7. 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 service.

 

8. What if I forget my PIN?

Call the Customer Care 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.

 

9. 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 knowing 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.

 

10. 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.

 

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

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

 

12. I want to deactivate my m-pesa Account. How do I get my balance back?

Refund of account balance is not possible, so we suggest you use the entire amount before getting the account deactivated.

 

13. Will subscribers of other service providers be able to call the m-pesa Toll Free number?

Yes.

 

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

Toll free is only for Vodafone customers. Non-Vodafone subscribers will be charged as per rates of their operator and the scheme.

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

Yes, but then it will be an STD call.

 

16. 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.

 

17. How will I know 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.

18. 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.

 

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

In case, if 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.

 

20. What if my verification failed?

If your verification fails because 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 for six months 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 you account should not exceed Rs. 10,000.

 

21. Can foreigners sign up for mobile money?

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

 

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

Yes, you need to pay an initial payment of Rs. 200 while opening an account.

 

23. Is their an account opening fee?

Yes, a fee of Rs. 100 would be charged as activation fee while opening an account.

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

In such a case, we regret to inform 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 amount to your account.

 

25. 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 Mobile Money Order?


Mobile Money Order is a Money transfer service from mRupee. It is presented by MMP Mobi Wallet Payment Systems Ltd., with ICICI Bank Ltd as the Principal Bank. With this facility any customer with an active mobile connection can send/ transfer money to any bank account (in India) by visiting the authorized mRupee agent. (Refer to the Terms and Conditions at www.icicibank.com >> Mobile Banking >> Mobile Money >> mRupee >> Terms & Conditions or www.mrupee.in for further details)

How can I get information about the Mobile Money Order service?


For more information please visit our website www.mRupee.in . Tata Docomo/ Tata Indicom customers can call 51111 and customers of other operator can call at 09222251111.

How can I use this service?


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

I am not a Tata Docomo customer, can I transfer money?


Yes, you can transfer money, provided that you have an active mobile connection (irrespective of the operator).

Who is eligible to register for Mobile Money Order services?


Any Indian resident who is 18 years and above can register for Mobile Money Order services.

Do I need to produce any ID proof to send money?


No ID or address proof is required. Although you need to provide your basic details to the agent at mRupee store, like full name, complete address and your active mobile number in order to register your name one time as a sender. It is a one time registration.

Do I need to register the beneficiary for using this service?


Yes the beneficiary needs to be registered by the sender with mRupee agent - during first transaction. Share the details (such as name, bank account number, IFSC code) of the beneficiary with the mRupee agent. Registration will not be required next transaction onwards to send money to the same beneficiary.

Do I need to register beneficiary name, every time for any transaction?


No, once a beneficiary is registered, you only need to furnish your registered mobile number. You can change/ remove/ add the beneficiary based on your requirement.

How many beneficiaries can I add in an account?


Total 8 beneficiaries can be added at any point in time.

In how much time receiver will get the money?


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

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


Transaction TimingsNEFT
Monday to Friday 8:00 AM to 6:30 PM
Saturdays 8:00 AM to 12:30 PM

(However, kindly note that in order to ensure that you do not miss the last NEFT batch, you must complete your transaction at the authorized mRupee store not later than 30 minutes before the closure of NEFT timings (as above).

Do I get any alert when money is transferred?


Yes, sender will get an alert over SMS.

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


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

Do I need to pay while registering with Mobile Money Order?


Yes, Rs. 25(inclusive of taxes) is one time enrollment charge. This fee is subject to change.

What are the charges for Money Transfer?


Following are the charges for money transfer

Transaction TypeFees
Remittance fees for transactions up to Rs.1,000 Rs. 20
Remittance fees for transaction between Rs.1,000 up - Rs.5,000 2% of the transaction value

How do I pay the above charges?


You need to pay the fee for your transaction (in cash) to the mRupee agent at the authorized mRupee store over and above the amount to be transferred to the beneficiary.

Where will I get details of various fees and charges in case of any changes?


You will get the details of exact fee, payable for the first time registration as well as transaction fee from the mRupee agent at the authorized mRupee store. These details are also available at www.mrupee.in and www.icicibank.com >> Mobile Banking >> Mobile Money >> mRupee >> Fee & Limits.

How do I find the authorized agents of this service?


You can call the call center. Tata Docomo/ Tata Indicom customer can call at 51111 and customer of other operators call at 09222251111.

Can I view details of past transactions?


Yes. Please visit any authorized mRupee store and provide your mobile number to the mRupee agent. He will help you to get details of your previous transactions for last 4 transactions.

I wish to transfer my mobile number prepaid to postpaid, will the Mobile Money Order account get transferred as well?


As long as you use the same number, you need not register again.

How much money can I transfer in one time?


Rs. 5,000 per transaction

Is there any limit for sending money in a month?


Rs. 25000 in a month is the limit.

What is the minimum amount that I can do a transaction for?


Rs. 100

How does Mobile Money Order work?


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 do I delete a beneficiary from my profile?


Please visit any authorized mRupee store and share your registered mobile number. mRupee agent will help you to do the needful. You will only need to share a "One Time Code (OTC)" with the agent, which will be sent on your mobile once the request is registered by him.

How do I get a refund of the remitted money in case the amount is not credited to the account as per details given by me?


For this you need to follow steps mentioned :-

  • Kindly visit any authorized mRupee store and provide your mobile number
  • The agent at the authorized mRupee store would check the status of the transaction and inform you about the failed transaction and reason for failure.
  • You can either re-initiate the transaction (in cases where failure is due the technical reason like the internet connection was not working etc.) or ask for a refund.
  • Based on your reply, the mRupee agent would initiate the request for refund of transaction amount.
  • You would then receive a 4 digit OTC on your registered mobile number.
  • Provide this OTC to the mRupee agent, he would enter the same in system to process your request.

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


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

What is Aircel ICICI Bank Mobile Money?


Aircel ICICI Bank Mobile Money is a prepaid account for Aircel subscribers. Using this account you can deposit money, pay your bills transfer money through their mobile phone. Money can be withdrawn from the nearest authorized Aircel ICICI Bank Mobile Money agent.

What can I do with it?


You can send money to friends and family, pay your bills , recharge prepaid mobile phone. You can even withdraw money without going to bank or ATM and only need to visit your nearest authorized Mobile Money Agent

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


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

I do not have a smart phone or a GPRS enabled phone, can I still use Mobile Money?


Yes, Mobile Money works on any mobile model / handset. You don't need a smart phone or GPRS enabled handset. All you have to do is register and dial *345# and you will be able to use the menu.

Can anybody apply for Mobile Money? Can I have multiple mobile money accounts?


Any Indian resident who is 18 years and above can apply for Mobile Money. You can have only one Mobile Money account in your name

Can foreigners sign up for Aircel ICICI Bank Mobile Money?


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 customer service and statement would be mailed at your registered address. Please note that detailed statement is available at a fee of Rs. 50.

How do I get my mobile money account statement?


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.

What should I do if I change my mobile number?


You have to submit a request to change the mobile number at authorized Mobile Money outlet. It is a must to have an active Aircel number to avail Mobile Money services.

I am changing from Post-paid to prepaid (or vice versa). Will you transfer my Mobile Money account?


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

How do I register with Aircel ICICI bank Mobile Money ?


  • Aircel subscribers need to visit the nearest authorized Aircel ICICI Bank Mobile Money outlet and request for the Mobile Money services
  • Agent would provide an account opening form which customers need to fill and submit the same to the agent along with proof of address, proof of identity and a photograph.
  • Pay a minimum initial deposit of Rs.100 which would be credited to your Mobile Money account post activation.
  • Agent would activate your Mobile Money account post which you would receive a message confirming same.
  • Your Mobile Money Account would now be registered as Instant Account. Dial *345# and create your secure MPIN of your choice. You need to use this 4 digit MPIN every time when you make any transaction
  • After KYC is completed by ICICI Bank your instant account is automatically upgraded to Full Account You can now avail all features offered by Aircel ICICI Bank Mobile Money. 

What is an Instant Account?


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 ?


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

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


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

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


In case that you are not able to submit documents at the time of registration you can still use the services offered under Instant account. Later you can visit the same Mobile Money agent, and provide him with the required documents. Post successful KYC by ICICI Bank, your account will be updated to Full Account.

What if my verification failed?


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

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


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.

Do I earn any interest on the amount in my Mobile Money account?


No, the amount in your Mobile Money Account does not earn any interest.

Is there a minimum deposit that I have to make while opening Mobile Money Account.


Yes, you need to deposit a minimum of Rs. 100 while opening a account?

Is their a minimum balance that needs to be made?


Yes, the minimum balance to be maintained is Rs. 25

What is the Call Centre number at which I can call? Am I charged to access this number?


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.

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


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.

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


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

Can I pay for someone else's bills?


Yes, you can pay for anyone else.

When does the biller receive my payment?


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.

Do I have to pay the entire bill amount?


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.

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.

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


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 if I forget my MPIN?


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 I lose my mobile phone?


Your money on mobile is always safe by your 4 digit MPIN as long as you don't disclose it to anyone. In case of loss of SIM/phone, please block your Mobile Money Account by calling the customer care at *345#.

What happens if I lose the mobile phone signal while using mobile money for a transaction?


Please check your account balance and activity history. If you are still unsure of the status of your transaction, please call customer care at *345# from your registered mobile number.

What details do I need to provide if I call the call center regarding a particular transaction?


Please check your account balance and activity history. If you are still unsure of the status of your transaction, please call customer care at *345# from your registered mobile number.

What details do I need to provide if I call the call center regarding a particular transaction?


You should answer the security questions and have the transaction ID.

What is MPIN?


MPIN stands for mobile personal identification number and is prompted for customer authentication for every transaction initiated by you.

What are the MPIN rules that should be fulfilled while creating an MPIN?


MPIN should be numeric and should comprise of 4 digits . There should be no spaces between the digits.

What happens if I make wrong MPIN attempts?


For security reasons, your account will be locked automatically after 3 wrong attempts. You need to contact customer care at *345# from your registered mobile number for getting it unlocked. After necessary authentication, the MPIN is reset.

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


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 happens to the money that I have in my mobile money when I close Mobile Money Account?


If you are using instant account you cannot withdraw remaining amount from you account. You are requested to spend your balance in transactions or you can transfer e0money to any bank account before you submit an application to close account disconnection.

Customers using Full Account can do following

  • Withdraw money from authorized agent
  • Transfer e-money to their bank account or any other account.
  • Spend balance e- money before account closure

How can I get my Mobile Money Account details changed or modified?


Customers need to submit an account modification request at authorized Mobile money outlet along with self attested Proof of Identity.

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


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.

What should I do if I have more queries regarding Aircel ICICI Bank Mobile Money?


Please call us on *345# from your registered mobile number for any more queries on Aircel ICICI Bank Mobile Number.

What is Oxigen e-Paisa


Oxigen e-Paisa is a money transfer service presented by Oxigen India Pvt. Ltd., with ICICI Bank Ltd as the Principal Bank. With this facility any customer with an active mobile connection can send/ transfer money to any bank account (in India) by visiting the authorised Oxigen e-Paisa agent. This money is transferred through electronic fund transfer options such as NEFT/ IMPS etc.

How does Oxigen e-Paisa service work?


You can use it in simple steps:

Step-1 : Register & Activate: Walk into the nearest authorised Oxigen e-Paisa outlet and ask the agent that you wish to enroll for Oxigen e-Paisa service. 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 Oxigen e-Paisa agent so that the required beneficiary can be added.

Step-3 : Deposit Cash: Hand over the cash to the Oxigen e-Paisa agent for transfer of the same to the required beneficiary's bank account. The Oxigen e-Paisa 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 Oxigen e-Paisa agent. The Oxigen Outlet retailer 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 is the fund transferred through this service?


Fund transfer is initiated by the Oxigen e-Paisa agent, after which the system would first check if the bank of beneficiary accepts the transfer via IMPS. If yes, then the transfer is made via IMPS and customer would get an instant confirmation of the transaction on SMS and if not, then the request would be placed via NEFT and the customer would get the confirmation on SMS depending on the NEFT cycle.

What is IMPS ?


IMPS is an instant, 24X7, interbank electronic fund transfer service through mobile phones. IMPS enables customers to use Mobile instruments, Internet Banking, ATMs etc. as channels for accessing their bank accounts and placing interbank fund transfers in a secured manner with immediate confirmation features.

Who is eligible to register for this service?


Any Indian resident who is 18 years and above can register for this service.

Do I need to produce any ID proof to send money?


No ID or address proof is required. Although you need to provide your basic details to the agent at Oxigen e-Paisa outlet, like full name, complete address and your active mobile number, in order to register your name one time, as a sender. It is a one-time registration.

Do I need to register the beneficiary for using this service?


Yes the beneficiary needs to be registered by the sender with authorised Oxigen e-Paisa agent - during first transaction. Share the details (such as name, bank account number, IFSC code) of the beneficiary with the agent. Registration will not be required next transaction onwards to send money to the same beneficiary.

Do I need to register beneficiary name, every time for any transaction?


No, once a beneficiary is registered, you only need to furnish your registered mobile number. You can change/ remove/ add the beneficiary based on your requirement.

How many beneficiaries can I add in an account?


At a given point of time only 1 beneficiary can be added, with an option of changing 3 beneficiaries in a month and 10 beneficiaries in a year.

In how much time will the beneficiary get the money?


If the transfer is made via IMPS then funds are transferred instantly. If the transfer is made via NEFT then a minimum of 2-3 hours, subject to NEFT time-lines.

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


Transaction TimingsNEFT
Monday to Friday 8:00 AM to 6:30 PM
Saturdays 8:00 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?


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

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


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

Do I need to pay while registering with the service?


Yes, Rs. 10 (inclusive of taxes) is one time enrollment or registration fee /charge. This fee is subject to change.

What are the charges for Money Transfer?


Following are the charges for money transfer:

Transaction TypeCustomer Charge
Customer Registration Free
Up-to Rs.667 Rs. 10/-**
From Rs.667 to 5000 1.50% of transaction value**

 

**All charges are inclusive of Service Tax.

How do I pay the above charges?


You need to pay the fee for your transaction (in cash) to the authorised Oxigen e-Paisa agent over and above the amount to be transferred to the beneficiary.

Where will I get details of various fees and charges in case of any changes?


You will get the details of exact fee, payable for the first time registration as well as transaction fee from the authorised Oxigen e-Paisa outlet. These details are also available at http://www.myoxigen.com and www.icicibank.com. You can also call Customer Care at 0124-6773300 between 8 A.M. and 11 P.M any day except for national holidays which are:

  • Republic Day - 26 Jan
  • Independence Day - 15 Aug
  • Gandhi Jayanti - 2 Oct

How do I find the Oxigen e-Paisa outlet of this service?


You can search for nearest Oxigen e-Paisa outlet by visiting http://www.myoxigen.com or you can call Customer Care at 0124-6773300 and Oxigen e-Paisa executives would help you find nearest Oxigen e-Paisa outlet.

Can I view details of past transactions?


Yes. You may visit any Oxigen e-Paisa outlet and provide your mobile number to the Oxigen e-Paisa agent. He will help you to get details of your last four transactions.

I wish to transfer my mobile number from prepaid to postpaid, will the Oxigen e-Paisa account get transferred as well?


As long as you use the same number, you need not register again. In case you change to a new mobile number you will be registered as a new payee in the system.

How much money can I transfer in one time?


Limit of Fund Transfer per transaction Rs. 5000
Limit of Fund Transfer per month Rs. 25000*
Minimum Transaction Amount Rs. 100

How do I delete a beneficiary from my profile?


Please visit any authorised Oxigen e-Paisa outlet and share your registered mobile number. Oxigen e-Paisa agent will help you to do the needful. You will only need to provide the One Time Code (OTC) with the agent, which will be sent on your mobile once the request is registered by him.

How do I get a refund of the remitted money in case the amount is not credited to the account as per details given by me?


For this you need to follow steps mentioned:

  • You will get as SMS intimation for a failed transaction with the transaction number.
  • Please visit any authorised Oxigen e-Paisa agent at his outlet and provide your mobile number
  • The Oxigen e-Paisa agent would check the status of the transaction and inform you about the failed transaction along with reason for failure.
  • You can either re-initiate the transaction (in cases where failure is due the technical reason like the internet connection was not working etc.) or ask for a refund of the amount in cash.
  • Based on your reply, the Oxigen e-Paisa agent would either initiate the request for refund of transaction amount or re-initiate the original transaction.
  • For completion of either of the two you would then receive an OTC on your registered mobile number.
  • Provide this OTC to Oxigen e-Paisa agent, he would enter the same in the system to process your request and return you cash amount equivalent to the failed transaction value or complete the request for transfer of funds

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


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

How many times can an OTC be used?


OTC generated for a particular transaction can be used only once successfully and is valid for 30 minutes . However, only three attempts with same OTC are allowed after which the OTC will expire and the transaction would be deemed unsuccessful. Thereafter request the agent to generate a new OTC.

How many times can a new OTC be requested for a particular transaction in a day?


A new OTC can be requested only 3 times for a particular transaction ID in a day.