• fonePaisa

    Frequently Asked Questions

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  • The Basics

    What is fonePaisa?

    fonePaisa is a free mobile payment app, that enables you to pay with your smartphone. You can pay directly from your Credit/Debit Card, Net banking, prominent mobile wallets and accrued loyalty points.

    You can:

    • pay your mobile / DTH bills
    • pay at shops that accept fonePaisa (look out for the sticker “We Accept fonePaisa” at the checkout counter)
    • send money and receive money
    • buy gifts
    • split bill payments with others

    Ready to get started?

    Download the free fonePaisa app

    Why should I pay with fonePaisa?

    Paying with your phone is fast, secure and convenient! With fonePaisa you join the cashless and cardless revolution in India.

    When you pay with fonePaisa, you save money:

    • Reduced trips to ATM to withdraw cash (More than 5 trips to an ATM cost money!)
    • No cash or physical credit/ debit card required to make payments
    • Pay to shopkeepers directly from your credit / debit card, netbanking, lotalty points and unused money lying in other mobile wallets.
    • No network or internet connection needed to make mobile payments

    Ready to get started?

    Download the free fonePaisa app

    What are the steps of configuring and using fonePaisa?

    Step 1: Download fonePaisa from the Play Store

    Step 2: Open the app and register with the mobile number registered with your bank. The OTP will verify the mobile device and your phone number.

    Step 3: Set the answer to your secret question

    Step 4: Add your Credit/ Debit card details and other mobile wallets.

    Step 5: Try out your first transaction by Mobile / DTH bill, after you add at-least one payment source. You are now good to start using the fonePaisa app for paying bills or recharging or paying at fonePaisa merchants of varying sizes.

    Where Can I Pay With fonePaisa?

    You can pay with fonePaisa at multiple retail outlets and many utilities.

    Browse In fonePaisa App: Tap the Find icon on the home screen.

    How can I pay with fonePaisa?

    Option 1: Share your mobile number

    • At the checkout counter, tell the shopkeeper you want to pay using fonePaisa. The shopkeeper will ask your mobile number, enter the bill amount and initiate a payment request.
    • You need to login your app using the 6 digit secure PIN, you will see the invoice on your phone with the amount, Click accept, select the payment source and click on Pay to complete the payment.

    Option 2: Scan QR Code

    • At the checkout counter, tell the shopkeeper you want to pay using fonePaisa.
    • Launch the pay now screen and scan the shop keeper’s QR code that is available (as dangler or as a tent card).
    • Enter the amount and pay using your favorite mode of payment.
    • Once paid, ask the shop keeper to scan your success payment QR code.
    • The transaction is successfully processed.
    • If the merchant does not have the tent card, you can scan the QR code of the transaction from the merchant terminal.
    • Enter the amount and pay using your favorite mode of payment.
    • Once paid, ask the shop keeper to scan your success payment QR code.
    • The transaction is successfully processed.

    How can I send money or request money using fonePaisa?

    You can send money to or request money from anyone in India, as long as you know their mobile phone number through the fonePaisa app.

    Will I be charged money to use fonePaisa?

    fonePaisa is a free app. You will never be charged for downloading and using fonePaisa. (Terms and Condition apply).

    Will fonePaisa work if I change my mobile phone but use the same mobile number/ SIM card?

    If you change your mobile phone, download the fonePaisa app on the new device and complete the mobile verification process. FonePaisa will send an OTP to verify the device. Once verified, you can continue using the device. All your transaction history and preferences will be available on this device.

    How many transactions can I make in a day?

    You many pay unlimited times using the fonePaisa app.

    Where Can I See My fonePaisa Transaction History?

    Your fonePaisa Transaction History is available in the app.

    Open the fonePaisa app and login with the 6 digit PIN.

    Click on Transaction History to access your history.

    fonePaisa records information about your payments, such as shop name, receiver name, amount, date, and time for your reference only. You can view your Transaction History in the App at anytime.

    Additionally, we send a payment receipt to your registered email address each time you pay with fonePaisa!

    Security

    Is fonePaisa App secure?

    Yes! We take security of your personal and financial information very seriously. Your mobile number, personal information and financial information is transmitted by SSL directly to a secure fonePaisa electronic vault. At no time is your credit/debit card, netbanking or mobile wallet information stored on our servers.

    Additionally, we never sell your personal information to third parties, including establishments that work with us to offer fonePaisa as a way to pay. For additional information, please check out our full Privacy Policy and our Security page.

    What Measures Does fonePaisa Take To Ensure Security?

    At fonePaisa we take security incredibly seriously and comply with RBI guidelines. We are constantly working to raise the standard for payment security.

    Here's a quick list of the security mechanisms we employ:

    • No Credit/ Debit Card/ Bank Account Information Is Stored By fonePaisa: We do not store your credit/ debit card/ Bank account information on fonePaisa servers. We comply with the RBI guidelines and adhere to the PCI/DSS standards.
    • 6 digit PIN Lock To Open Your App: At any given time you can access the fonePaisa app only after entering the 6 digit PIN. At the time of Setting the app, you can enter a 6 digit PIN of your choice. Please do not share this PIN with anyone. Also, you could PIN lock your mobile phone itself.
    • Transparency: With each transaction, you get a record in the Transactions History and also an sms about the transaction.
    • Heightened Security At The Backend: There is a lot of effort, we put in building and maintaining the application, to ensure that you can pay with fonePaisa with complete confidence.

    Compare all of these to the leather wallet you carry in your pocket right now. Your credit/debit card data is there, unencrypted, and can be misused if you loose your purse. You can’t retrieve cash or the coupons that you carry in your wallet.

    If you have any thoughts on how we can improve security, either for fonePaisa or for the payments industry as a whole, please feel free to email us at This email address is being protected from spambots. You need JavaScript enabled to view it. and we will direct it to our development team and get back to you as soon as possible.

    I forgot my PIN? How do I access my fonePaisa App?

    Open the fonePaisa App, Click on the ‘Forgot Password” option.

    Provide the answer to the secret question.

    You will get a maximum of three attempts. Post that your account will be locked.

    To unlock the app and you will need to call the fonePaisa customer care at +91 80 4099 9698 or drop a mail at This email address is being protected from spambots. You need JavaScript enabled to view it.

    Lost My Phone!

    fonePaisa is the most secure payment app.

    All you need to do is, download the fonePaisa App in your new smartphone. Ensure that the mobile number is same as registered with your bank.

    Install a new version of the app.

    Login with your fonePaisa account credentials.

    Authenticate the new device with the OTP (One Time Password)

    Continue paying with fonePaisa on your new mobile device.

    Charges, Disputes, and Refunds

    My transaction went through twice. How do I get a refund?

    Do not worry. If this was a merchant transaction, please ask the merchant to cancel the transaction. Once the merchant has initiated the transaction, you will receive your refund in 3-5 business days in the same mode that was used to make the payment.

    How will I get refunds on goods returned?

    Once you have returned the goods, please ask the merchant to initiate the cancellation of the transaction. Once we receive the cancellation request, we will initiate the refund. The refund will appear in your payment mode in 3-5 business days.

  • About fonePaisa

    What is fonePaisa?

    fonePaisa EASY is an application that allows you to accept payment from your customers’ smartphone. With fonePaisa added as a payment option, you can now give your customers the choice of paying with their debit/ credit cards, net banking, 11+ mobile wallets and loyalty points. It’s a great USP to have and allows you to reach customers who prefer the convenience of going cashless and cardless.  

    Once a payment is made via fonePaisa, you’ll get instant payment notification, enabling you to fulfil customers and reconcile accounts straight away. Once the mobile payment is processed, the funds are available to you in just 1-2 business days. Lets you track your sales payment collection in real-time using any device. Attract new customers, engage existing ones and boost your sales, with an inbuilt loyalty program and targeted location-specific marketing campaigns.

    Meet security, privacy, and regulatory requirements without being PCI certified. No card details are ever shared during a fonePaisa payment, making it completely anonymous and secure.

    What are the benefits of fonePaisa?

    A few important benefits are listed below -

    • Zero setup cost. Download the app and you are done.
    • No extra hardware or software cost (an android phone or tablet or a windows pc is required)
    • No technical knowledge required to start accepting mobile payments. All you need is a feature phone or smart phone.
    • We have a strong customer success team in place to help you, if you face any problem with a transaction. We are here to help.

    What are the security standards used for payments and data that is sent to and from fonePaisa?

    Your money and financial data is absolutely safe with fonePaisa:

    • fonePaisa uses powerful 2048 bit encryption secure socket layer (SSL) for encrypting customer data during transmission. The presence of SSL means you can rest assured that communications (e.g. credit card numbers) between your browser and this site's web servers are private and secure.
    • fonePaisa will be PCI DSS (Payment Card Industry Data Security Standard) compliant. PCI DSS is the security standard provided by Payment Card Industry Security Standards Council.
    • No data is ever stored on any mobile device, which gives utmost privacy to our esteemed customers. All customer data is stored on fortress-like safe data-vaults on fonePaisa servers.

    fonePaisa Merchant Account and Registration

    What is fonePaisa Merchant Account?

    A fonePaisa merchant account enables your business to process payments made by your customers from their diverse fund sources. The sources include - credit/debit card, netbanking, loyalty/ reward points, mobile wallets like (MobiKwik, PayUMoney, ItzCash).  

    All fonePaisa accounts come with a merchant account that sends any payments directly from your customer to your business bank account.

    What do I need to get a fonePaisa Merchant account?

    Applying for a fonePaisa merchant account is a simple process. You will be assigned a dedicated Payment Advisor, who will work with you to complete and submit your merchant application.

    3 basic requirements in obtaining a fonePaisa Merchant Account:

    • PAN Card (Photo ID), Company TAN, CST, Service Tax, VAT details
    • A valid business license or a Certificate of Incorporation
    • A VOID check or Letter of Declaration from your bank or financial institution 

    fonePaisa is open to businesses operating in India. You can Request A Call from one our Payment Advisors, or give us a call at +91 80 4099 9698.

    How long does it take to get a fonePaisa merchant account?

    Processing a typical fonePaisa merchant account can take anywhere from 5 to 7 business days depending on the type of business you operate. Account setup is done immediately after your account is approved and processing starts whenever you’re ready.

    What does fonePaisa cost?

    fonePaisa charges per transaction. These charges are detailed in the agreement*. It is as simple as that. No setup fees*, no integration fees.

    *Conditions apply.

    Does fonePaisa lock you in a contract?

    You are free to cancel fonePaisa services anytime you deem fit.

    How long does it take to receive a payment?

    Typically, fonePaisa merchants will see their funds deposited directly to their bank account within 1-2 business days. However this varies from merchant to merchant and also on the contractual agreement.

    How level of support does fonePaisa offer?

    We provide all fonePaisa merchant customers free ongoing support. Customers can get help by phone or email.

    Phone: +91 80 4099 9698

    Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

    Accepting Payment Transactions

    How do I process fonePaisa transaction?

    If you are using a non-integrated setup:

    • click on “New Invoice”.
    • Enter invoice number and amount.
    • Ask the customer for their mobile no or scan their unique qr code.
    • Or, if the merchant has a prepaid QR code, scan it to get the payment confirmation.
    • If the consumer does not have a data connection or mobile network, just ask for the wallet pin.
    • Once the consumer receives your invoice request, the consumer completes the payment process and shares the success qr code. Alternatively you can wait on the invoice screen for fonePaisa to notify you.
    • Scan the success qr code to realise payments.
    Option 1: Consumer shares mobile number Option 2: Consumer Scans QR Code
    • Have the customer scan their unique QR code displayed on a physical card in your counter or through the app.
    • Consumer may pay from any registered source of money from within their mobile handset.

    What happens when a fonePaisa customer’s payment gets declined?

    If a customer’s payment is declined, you will get an alert that the payment was declined.

    You need to handle the conversation with the customer informing the payment has been declined. politely asking for trying it once more or opt for another form of payment.

    What if my customer doesn’t have an Android or iOS Phone?

    fonePaisa currently supports android handsets and tablets. We are continuously working to expand the platforms on which we are available. Please contact us or check our website for availability on various platform.

    What if the customer scans QR Code before I'm ready?

    The QR code is your identifier. If the consumer has scanned your qr code, let him know the total amount and s/he will initiate the payment from their end. Just scan the success QR code and you’ve received the payment.

    Should I issue a paper invoice?

    Nothing at your end changes. You can continue issuing an invoice as you have been issuing.

    How do I process a refund?

    All merchant originated refunds shall automatically be credited back to the same card/account, which were debited. All technically failed (though rare in fonePaisa) automatically get reversed.

    Accounting and Finance

    How to update my bank details?

    We require a cancelled cheque leaf of your company.

    How do refunds work?

    Merchant need to cancel the particular transaction, if the cancellation is initiated before the settlement then refund will happen immediately and there won’t be any charges, in case if refund is got initiated after settlement then refund will get processed in 10 business days(approximately) and we will charge 1% higher than your agreed TDR.

    How does fonePaisa handle fraud, chargebacks, or disputes?

    All fonePaisa transactions will be authenticated by consumers so there will be minimal on fraud /chargeback and disputes.

    How do I get notified of my settlement payments?

    Merchants are notified of their settlement payments through email and SMS. Please note that these will be sent to the registered ids.

    What is the refund timeframe? How much time does it take for the refund to reflect in my customer's account once the refund is initiated by me?

    Merchant need to cancel the particular transaction, if the cancellation is initiated before the settlement then refund will happen immediately and there won’t be any charges, in case if refund is got initiated after settlement then refund will get processed in 10 business days(approximately) and we will charge 1% higher than your agreed TDR.

    How can a merchant refund a partial or full amount for a given order from Merchant Dashboard?

    There is no partial refund process.

    Am I charged any cancellation fee for the refund initiated by me for a cancelled or returned order?

    Yes we will charge 1% higher than your agreed TDR.

    Marketing

    How Else Can I Promote That I'm Accepting fonePaisa?

    There are a number of things you can do to get your customers engaged with your new mobile payment solution! See our highly recommended suggestions below.

    Signage

    • Create custom signage or utilize the marketing materials provided to you!
    • If you create signage yourself, include the phrases “Download the app” and “pay with your phone”.
    • Avoid putting dates on your signage so it can be used indefinitely.

    Referral Program

    Invite your customers to download fonePaisa Consumer App and start making payments using fonePaisa. Earn money for every consumer you refer. The referall program will vary tie

    Website

    Update your website (especially your mobile website if you have one) with information stating that you are now accepting fonePaisa mobile payments. Please find some resources for logos and screenshots of the app here.

    Email Marketing

    If you have an email list, you can send an email announcing that you are accepting fonePaisa.

    Social Media

    You should be talking it up on Facebook and Twitter!

    How can I track the referral money I have earned?

    The referral money earned will be available in the track tab. The referral money will be adjusted against the charges that are due to fonePaisa.

    Marketing Materials

    fonePaisa offers a number of different marketing materials to help educate and engage customers about your new mobile payment solution!

    Some of those materials include:

    • Signage
    • Stickers
    • Danglers
    • Table Tents

    If you'd like to order some of these items, feel free to reach out to This email address is being protected from spambots. You need JavaScript enabled to view it. and we can ship them out to you!

Still have questions?

To find the best answer, choose the category that fits your question. You can also write to us at This email address is being protected from spambots. You need JavaScript enabled to view it.

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