UPI FAQs

What is UPI?


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

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


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

What is a Virtual Payment Address (VPA)?


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

How can I generate a VPA?


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

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

How do I link my other bank accounts in ICICI Bank mobile applications?


  1. Please ensure that the mobile number linked to your Pockets mobile application is the same as the mobile number registered with the bank whose account you woul’d like to link.
  2. In Pockets mobile application, navigate to the UPI screen by clicking on “UPI” on the home screen. Then navigate to "Add My bank accounts".
  3. Choose your VPA. You can use your existing VPA if you have already created one or create a new one.
  4. On the next screen, search for and choose the bank hold an account with.
  5. The next page should list the bank accounts held with the chosen bank and linked to the same mobile number
  6. Choose the account you would like to add. If you already have an MPIN, choose the option "Use Existing MPIN" and enter your MPIN associated with this bank account to complete the linking process
  7. Alternatively, choose the option "Generate MPIN". Enter your Debit Card details as directed on the next screen. You should have received an OTP from your bank at this point. Enter the OTP as well.
  8. Choose your MPIN for this account. This MPIN will be used in the future for every transaction that you make on this account. Ensure you don’t reveal this MPIN to anyone else.
  9. When your Debit Card details are validated with your bank, your account will be linked instantly to Pockets mobile application.

Currently, linking of other bank accounts is not supported in iMobile.

Can I link more than one account to a single VPA?


Yes, you can. Choose your existing VPA while linking your second bank account. If you link more than 1 account to a VPA, you can set a default account to send and default account to receive money.

How can I change my Default Account?


You can change your default Account by navigating to "Manage Virtual Address" in iMobile or "Change Default Account" under "UPI" in Pockets. Choose the VPA that you would like to change the default account for, choose the linked accounts and set your default preferences.

How can I transfer money using a VPA?


In iMobile

  1. Login to iMobile and click on UPI.
  2. Click on UPI and then choose "Pay with Virtual Payment Address"
  3. Enter the details of the beneficiary VPA, amount and remarks. If you have multiple accounts/virtual payment addresses, you can choose the VPA you would like to debit. Click on Submit
  4. Please review the next screen carefully to ensure you have filled all details correctly.
  5. If you are presented with a grid card, enter the appropriate details from the grid card and click on Submit to start the fund transfer.

In Pockets

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

How can I receive money using a VPA?


In iMobile

  1. Login to iMobile and click on UPI.
  2. Click on UPI and then choose "Collect via UPI"
  3. Enter the details of the transaction such as the VPA of the person you would like to collect from, amount and remarks. If you have multiple accounts/virtual payment addresses, you can choose the VPA you would like to credit. You can also choose if you would like to receive the money immediately or in the next 7 days. Click on Submit
  4. Please review the next screen carefully to ensure you have filled all details correctly.
  5. Click on Submit to initiate a Collect payment via UPI. When the person you have requested money from authorises the transaction and money is credited into your account, you will be notified.

In Pockets

  1. Login to Pockets mobile application and Click on UPI.
  2. Click on "Collect Money using UPI".
  3. Enter the details of the transaction such as the VPA of the person you would like to collect from, amount and remarks. If you have multiple accounts/virtual payment addresses, you can choose the VPA you would like to credit. You can also choose if you would like to receive the money immediately or in the next 7 days. Click on Next.
  4. Please review the next screen carefully to ensure you have filled all details correctly.
  5. Click on "Confirm" to initiate your fund transfer. When the person you have requested money from authorises the transaction and money is credited into your account, you will be notified.

How do I respond to a collect pay request that has been sent to me?


In iMobile

  1. You will receive a notification stating that you have a collect pay request. You can click on the notification to open the iMobile application.
  2. Alternately, login to iMobile and navigate to the Funds Transfer section.
  3. Click on UPI and then choose "Pending UPI transactions"
  4. Please review the next screen carefully to ensure you recognise the person or merchant who has initiated the collect request on you.
  5. When you click on "Submit", you may be asked to enter grid card authentication details. Upon submission of these details, funds will be transferred instantly to the beneficiary.

In Pockets

  1. You will receive a notification stating that you have a collect pay request. You can click on the notification to open the Pockets mobile application.
  2. Alternately, login to Pockets and navigate to the UPI section.
  3. Under UPI, choose "Respond to Pay request"
  4. Please review the next screen carefully to ensure you recognise the person or merchant who has initiated the collect request on you. You can choose to change the default account of your VPA from which the payment needs to be made.
  5. If you have chosen an ICICI Bank account, the account will be debited when you click on "Confirm". If you have chosen another bank account, you will be prompted to enter your UPI PIN of the bank account. This is the MPIN that you would have set when you registered this account in Pockets.
  6. Upon submission of these details and verification, funds will be transferred instantly to the beneficiary.

How can I track my transaction status?


You can check your transaction status using "UPI Transaction history" button inside "Account Services" on iMobile. In Pockets, navigate to the "UPI" section and choose "UPI Transaction History". Choose your VPA (if you have multiple) and enter the date range of interest to view your transactions.

If I have more than one account linked to a VPA, how do I select the account from which I want to send money to a beneficiary?


When you initiate a transaction, choose the VPA that you would like to transfer funds from. On the next scree, you will be given a confirmation page that lists the account that will be debited. On this page, you will also be given an option to change the default account associated with this VPA. Choose this option and select the account that you would like to be debited.

Is the beneficiary also required to register for UPI?


Yes, the beneficiary needs to download a PSP app and register for a VPA. They need to communicate this VPA to you to initiate a transaction.

What details do I need to either send money or request money?


You need the VPA of the beneficiary or the remitter. You don’t need any other details to initiate a transaction.

Is there a limit on the value of transactions when I am sending or requesting money using UPI?


Currently, the per-transaction cap is INR 100,000. This may change from time to time and is subject to the UPI guidelines. There may be additional per-day limits based on other transactions carried out via iMobile or Pockets.

Are there any charges for transactions done using UPI?


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

What if I lose my mobile phone / SIM card? Can anyone who comes into possession of the phone / SIM card send money using UPI from my account?


UPI is designed to adhere to the two factor guidelines of RBI. If you lose your SIM card/mobile, the other person would still need to know your UPI PIN and/or the login PIN of iMobile and Pockets to transact on your accounts.

What are the timings for initiating and receiving UPI transactions?


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

If the transaction is not completed will I get my money back? When?


Yes. In case, your account is debited and beneficiary account is not credited, the reversal should happen within 3 working days. If this reversal has not happened, then please call us and give the details of the transaction listed below. Alternatively, in Pockets, you can navigate to "UPI Related Query" in the "UPI" section and raise a query. In iMobile, you can navigate to "Contact Us" and click on "Register a complaint regarding UPI". Please give us the following details to enable us to assist you faster:
Transaction ID
Your virtual payment address
Beneficiary virtual payment address (in case of pay) or remitter virtual payment address (in case of collect)
Date and Time of transaction

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


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

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


You will get an amount debited SMS on your registered cell phone on successful completion of the transaction.

When collecting money, how do I come to know when the remitter has authorized the transaction?


You will get a notification on your iMobile or Pockets mobile application when the transaction has been successfully authorised. Alternatively, in iMobile, you can navigate to "Pending UPI transactions" under UPI tab which is in Funds Transfer section. Here, you will find the list of transactions that are pending with others under the tab "Pending with Payer". In Pockets, you can navigate to "Respond to Pay request" section. Here, you will find the list of transactions that are pending with other in the section "Owed To Me".

Where do I find the list of transactions that are pending for my authorisation?


In iMobile, you can navigate to "Pending UPI transactions" under UPI tab which is in ‘Funds Transfer’ section. Here, you will find the list of transactions that are pending with you under the tab "Pending with Me". Choose a transaction that you would like to authorise and press the Confirm button to authorise it. In Pockets, you can navigate to "Respond to Pay request" tab. Here, you will find the list of transactions under the "I Owe" section. Choose a transaction that you would like to authorise. If you are debiting a Non-ICICI Bank account, you will be asked to enter the UPI PIN of that account to successfully process the transaction.

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


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

When can the beneficiary use the funds received through UPI?


The beneficiary can use the funds immediately on receipt of credit in the account.

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


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

I intend to add multiple accounts from other banks to Pockets. Do I need a separate VPA for each of these accounts?


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

Can I transfer money abroad using UPI?


No.

Can I link my NRE/NRO Accounts in Pockets under UPI?


Currently, you will not be able to link NRE/NRO Accounts under UPI.

BHIM FAQs

What is Bharat Interface for Money?


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

How fast is a transaction over Bharat Interface for Money?


All payments over Bharat Interface for Money are linked to your bank account and transactions get completed within a few seconds.

Are there any charges for using Bharat Interface for Money?


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

 

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

What do I need to start using Bharat Interface for Money?


To start using Bharat Interface for Money all you need is a Smartphone, Internet access, a bank account that supports UPI payments and a mobile number linked to the bank account. Link your bank account to UPI through the app.

Is Bharat Interface for Money app compatible with every Mobile OS?


Bharat Interface for Money (BHIM) app is currently available on Android (Above 4). We will be making the app available on other platforms very soon. The BHIM App can be downloaded from Google Playstore, for smart phones. For feature phones, by dialling *99# one can use Bharat Interface for Money.

Do I need to enable mobile banking on my bank account to use Bharat Interface for Money?


Your account need to be enabled for mobile banking to use Bharat Interface for Money. Your mobile number should be registered with the Bank.

Is Bharat Interface for Money app compatible with every Mobile OS?


Bharat Interface for Money (BHIM) app is currently available on Android (Above 4). We will be making the app available on other platforms very soon. The BHIM App can be downloaded from Google Playstore, for smart phones. For feature phones, by dialling *99# one can use Bharat Interface for Money.

Do I need to be a customer of a particular bank to use Bharat Interface for Money?


To enable transfers directly using your bank account, your bank needs to be live on the Unified Payment Interface (UPI) platform. All the banks, which are currently live on UPI, have been listed in the Bharat Interface for Money app.

How do I set the UPI PIN for my bank account from Bharat Interface for Money?


You can set your UPI PIN by going to Main Menu > Bank Accounts . Set UPI PIN for the selected account. You will be prompted to enter the last 6 digits of your Debit/ ATM card along with the expiry date. You will then receive an OTP which you will enter and set your UPI PIN.

 

Note - UPI PIN is not the same as MPIN provided by your bank for mobile banking.

Can I link multiple bank accounts with Bharat Interface for Money?


Currently, Bharat Interface for Money supports linking of one bank account at a time. At the time of account set-up, you can link your preferred bank account as the default account. In case you want to link another bank account, you can go to Bank Account > Click on the three dots on right side top of the page > Choose Change Account.

Why does my mobile number with Bharat Interface for Money and the one registered with my bank account have to be the same?


This is a banking network (UPI) requirement. The mobile number which is used to register with Bharat Interface for Money is used to match the bank accounts linked against it.

Do I have to give Bharat Interface for Money my bank account details?


At the time of registration you will be providing us with the Debit card details and with the use of your mobile number registered to your bank account, we will pre-fetch the details from your bank. All the information exchange happens over secure banking networks and we don't store it. Your information is safe!

What is an UPI PIN?


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

 

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

 

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

What is a Payment Address?


Payment Address is an Address which uniquely identifies a person's bank account. For instance, the Payment Address for Bharat Interface for Money customers is in the format xyz@upi. You can just share your Payment Address with anyone to receive payments (no need for bank account number/ IFSC code, etc.). You can also send money to anyone by using their Payment Address.

 

Note - Do not share your confidential UPI PIN with anyone.

What happens if I enter wrong UPI-PIN during a transaction?


On entering the wrong UPI PIN the transaction will fail and show an error 'Wrong / Incorrect UPIN entered'.

I have selected the Bank name to link with UPI but it does not find my bank account.


Please ensure that the mobile number linked to your bank account is same as the one verified in Bharat Interface for Money App. If it is not the same, your bank accounts will not be fetched by the UPI platform. Also, only Savings and Current bank accounts are supported by Bharat Interface for Money.

Why is my UPI transaction failing?


There are various reasons for a UPI transaction faliure:

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

How do I set the UPI-PIN for my bank account from Bharat Interface for Money?


You can set your UPI PIN by going to Main Menu > Bank Accounts > Set UPI PIN for the selected account. You will be prompted to enter the last 6 digits of your Debit/ATM card along with the expiry date. You will then receive an OTP which you will enter and set your UPI PIN.

 

Note - UPI PIN is not the same as MPIN provided by your bank for mobile banking. For Maestro card, kindly contact your bank for expiry date.

Can I send money to anyone using Bharat Interface for Money?


Yes, you can send money using the Bharat Interface for Money app from your UPI enabled bank account. You will need to register and set a UPI PIN using the debit card details linked to the bank account. If your beneficiary’s bank account is also linked to UPI, you can simply use their mobile number or Payment Address to transfer. If not, you can use IFSC code, Bank account or MMID, Mobile number to send money.

Do money transfers happen on Bharat Interface for Money only during banking hours?


All payments are instant and 24X7 regardless of your bank's working hours!

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


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

How can I view my transaction history?


To view all your past and pending transactions, Go to Bharat Interface for Money Home Screen >Transaction History.

How do I send money from the Bharat Interface for Money app?


You can send money from the Bharat Interface for Money app Home screen -

  1. Click Send Money Option
  2. Enter or select the receiver's mobile number, Aadhaar number or Payment Address (you can select from your contact list or enter it manually)
  3. Enter the amount you want to send
  4. Your default bank account gets selected
  5. Enter UPI PIN and send.

Alternately, you can also scan a QR code and pay via the 'Scan & Pay' option.

How do I request money from the Bharat Interface for Money app?


You can request money from the Bharat Interface for Money app Home screen -

  1. Select Request Money
  2. Enter or select the receiver's mobile number, Aadhaar number or Payment Address (you can select from your contact list or enter it manually)
  3. Enter the amount you want to request
  4. Click Send This. The transaction will remain pending until the payment is received. You will be notified when the money is transferred to you. You may also request money by sharing your QR code. Go to Home Screen > Profile > Choose account to get QR code.

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


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

What type of transactions can I do using Bharat Interface for Money?


Through Bharat Interface for Money you can make the following type of transactions -

  1. Request or Send Money via Payment Address
  2. Send Money to Aadhaar Number
  3. Request or Send Money to Mobile number
  4. Send Money through MMID, Mobile No.
  5. Send Money through IFSC code, Account No.

Alternatively, you can use the scan and pay option for Merchant payments.

How do I access a record of all my historical transactions?


Every transaction through your bank account will be recorded by the Bank and you can view all your past transactions in the 'Transaction History' section on the Bharat Interface for Money App.

My send money transaction is failing. Please help!


To avoid transaction failures -

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

The collect request is not reaching the Bharat Interface for Money app. What do I do?


Please first check the data connectivity. If you have entered your Payment Address at the merchant app, please re-check your Payment Address and re-try the transaction. Please check your pending transactions tab to check if the collect request has reached you.

How will I know if my UPI transaction is successful?


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

What if I change my mobile carrier?


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

What if I change my handset?


If you change your handset, you will need to:

  1. Download the Bharat Interface for Money app again
  2. Login with your mobile number and password
  3. Allow Bharat Interface for Money to verify you for security. After verification your account will be restored.

What if I lose my phone?


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

Will you ever auto-deduct payments from my account?


We will not auto deduct payments from your account.

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


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

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


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

My UPI transaction has failed but my bank account has been debited.


In case of failures money will be refunded back to your account. Sometimes this takes longer than intended. If you do not receive the refund within 1 hour, please contact the Customer Care of your bank.

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


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