Frequently Asked Questions

Transcription

1 Frequently Asked Questins FAQ Sectins: 1. Prduct Features 2. Sign-up / Sign-in 3. Add Mney 4. Send Mney 5. Ask Mney 6. Recharge & Pay Bills 7. Transfer t Accunt 8. Transactin Histry 9. Payment Requests 10. My Preferences 11. Other Queries Prduct Features What is State Bank Buddy Mbile Wallet? State Bank Buddy is State Bank f India s mbile wallet n yur smartphne. It is a semi-clsed prepaid wallet which can be used t transfer mney t ther wallet users and bank accunts, anytime, anywhere. What are the features n the State Bank Buddy mbile app? The fllwing services will be available n State Bank Buddy mbile app. Hwever sme f the features are yet t be activated n the app and will be cming sn Send mney View yur statements Add funds Persnalize yur State Bank Buddy

2 Hw d I dwnlad the mbile wallet app? Yu can visit the Apple App stre r Ggle Play stre depending n yur phne and search fr State Bank Buddy by using the keywrd State Bank. Yu can click n install and dwnlad the app. Hw d I access my app after dwnlading it frm the app stre? Yu will need an active internet service (2G / 3G / 4G / Wi-Fi) t use State Bank Buddy. D I need a minimum eligibility t register fr the services? If yu are an Indian natinal having a mbile number and abve the age f 10 Years, then yu are eligible t dwnlad and use the State Bank Buddy services Sign-up / Sign-in Hw d I register fr State Bank Buddy? Yu can sign up/register with fllwing ptins a) Facebk (Username & Passwrd) b) Sign Up (Mbile Number (mandatry), ID (ptinal) & PIN/Passwrd) T sign up, yu need t d the fllwing a) If yu select Facebk Sign Up ptin, then yu will be directed t the authenticatin page f Facebk Cnnect service. Yu will have enter yur Facebk username and passwrd r if Facebk accunt is pre-integrated then yu will be asked t allw permissin t access the credentials t prceed with sign up fr the mwallet service. b) If yu select sign up ptin, then yu will have t enter mbile number (mandatry) and (mandatry) c) After successful validatin by Facebk Cnnect service r sign up, yu will be displayed the mbile number r yu will have t enter mbile number (fr Facebk Cnnect ptin). d) Yu have t set up PIN fr accessing mwallet service & authenticating transactins ging frward. e) Simultaneusly, yu will get a welcme message with OTP n mbile as SMS and t the ID, if prvided. f) Yu have t enter the OTP, select a Security Questin frm the drpdwn and type yur answer as prmpted & submit the request.

3 g) Yu will be allwed 3 trials t enter the crrect OTP. After every wrng trial, a message will be shwn Incrrect OTP. Please enter the crrect OTP. Pst 3 wrng trials, message will be shwn Please regenerate OTP using Resend OTP ptin. h) If OTP is nt received by yu, then use the Resend OTP link t resend the OTP t yur mbile number. i) Upn successful registratin, yu will be registered fr State Bank Buddy. A success message will be sent n yur mbile and/r . Is there any charge fr using State Bank Buddy Currently, there are n charges. Hwever, since the app uses internet services, the charges fr internet data as charged by yur mbile peratr will apply. Is OTP mandatry fr registering fr State Bank Buddy? OTP is a mandatry requirement fr registratin f State Bank Buddy. I didn t receive any OTP, hw d I create my accunt? Click n Resend OTP n the screen where yu have t enter the OTP. I have entered wrng OTP. What d I d nw? Yu will be allwed 3 trials t enter the crrect OTP. After that yu will have t regenerate OTP using Resend OTP ptin. I dwnladed the app and registered successfully, but I culd nt lgin t the app and was given an errr. Please re-try lgging in after sme time. Yu can lgin with the same user id & passwrd which yu created by tapping n the Lgin in the app. The app allws t lgin using Facebk. Is this safe? By using the Facebk credentials, we are nly prefilling yur details in the State Bank Buddy wallet creatin frm as per yur Facebk prfile. The applicatin is hsted n the secure envirnment f SBI and is extremely safe. I am trying t launch the app after dwnlading it frm the Play Stre / Apple App Stre, hwever the app is nt launching r crashes frequently. What d I d nw? If yur app unexpectedly quits, stps respnding r wn t pen, then try the fllwing:

4 Clse the app and restart it again Kill all running apps and try restarting again Turn ff yur device and switch it n. Then try t launch the app Make sure yu are using the latest versin f the app Delete and reinstall the app Make sure yu have a wrking data plan n yur carrier's netwrk r Wi-Fi cnnectin with internet access I am trying t create my Pin, hwever the app is nt allwing me t d the same. What d I d nw? If the PIN is nt being accepted by the system, please check fr the fllwing and try again Sequential number: Fr e.g r 6789 are nt allwed Repetitive: Fr e.g r 7777 are nt allwed The app says invalid passwrd. Hw d I lgin nw? If yu're seeing an errr saying yur passwrd is incrrect and yu're sure yu're entering the right passwrd: Make sure that yur caps lck key is turned ff Try upgrading yur brwser and reset yur passwrd Try a different web brwser Add Mney What are the ptins t Add mney nline in the wallet? The ptins t Add mney nline fr yu are as fllws a) Net Banking b) Debit Card c) IMPS via MMID and mbile number Can I start using the mbile wallet withut adding any funds, similar t a credit card? Yu have t fund the wallet befre using it fr any transactins r mney transfer since it is a prepaid wallet

5 Hw d I Add mney using the IMPS ptin? The steps fr adding mney using the IMPS ptin are: When yu want t Add mney frm bank accunt thrugh IMPS, yu have t select the IMPS payment ptin frm the list prvided in the app. Yu can enter the payment infrmatin by prviding MMID, mbile number, and OTP fr MMID transactins Hw d I Add mney using NetBanking ptin? When yu want t Add mney frm bank accunt thrugh internet banking, yu will have t authenticate yurself by entering the INB (Internet Banking) lgin credentials. Yu have t select the payment ptin frm the list fr net banking prvided. Then select the Bank Name frm the drp dwn list ptins and yu will be redirected t yur bank s internet banking lgin page. Yu have t authenticate yurself prviding yur ID and passwrd and cmplete the transactin Hw d I Add mney using the Debit Card ptin? On the Add Mney screen yu have t select the payment ptin frm the list prvided (Debit Card). Yu will be then redirected t prvide the card details like card number, card expiry, name n the card, CVV and OTP (generated and sent by the card issuing bank/rganizatin). Is there any limit n the amunt that can be added in my accunt? The limits fr the mbile wallet are as under: Sl N Functinality Limits 1. Maximum balance at any pint f time 10,000/- 2. Tp up thrugh any channel per transactin 10,000/- 3. Ttal relad in a mnth 10,000/- 4. Ttal transactins (merchant transactins and fund transfers) - Daily limit 15,000/- - Mnthly limit 20,000/- 5. Fund transfer - Per transactin limit - Daily limit - Mnthly limit 5,000/- 5,000/- 20,000/-

6 6. Cash ut at ATM/ BC per transactin Nt allwed Send Mney What is Send Mney? Yu can transfer funds frm yur wallet t any cntact in yur phne r Facebk even if he/ she is nt registered fr State Bank Buddy. Hw d I Send Mney frm my wallet? Yu can select Send Mney ptin in the app and enter the fllwing: Recipient s mbile number (r select frm phne r Facebk cntacts) Amunt Descriptin And submit fr sending mney t the recipient. What payment methds can I chse t Send Mney? Presently, the nly ptin available is yur wallet balance. Hw d I select the recipient t Send Mney? There are 2 types f recipients, i.e. Registered Recipient and Nn-registered recipient: Registered Recipient: Custmers wh are already having a State Bank Buddy wallet are knwn as registered custmers. Yu can select their name frm Favrites r just type their name t select. Nn-registered Recipient: The Send Mney t Nn-registered Recipient facility enables yu t transfer funds t cntacts that are nt registered fr State Bank Buddy. Fr nn-registered recipient, the mbile number can be selected frm drp dwn matches (frm phne bk r scial netwrk like Facebk) r entered directly t transfer the funds. Will the nn-registered recipient need t enter a passwrd / passcde t retrieve the mney? Yes, a passcde will be sent t yu, nce yu have initiated a Send Mney request. Yu will have t share the passcde separately with the recipient t enable him/her t retrieve the amunt.

7 Hw will a nn-registered recipient receive r retrieve the mney sent by me frm the wallet? The steps fr receiving / retrieving mney by the receiver are: The recipient will receive an intimatin as SMS/ infrming abut the mney sent by yu and t btain passcde frm yu separately. The Recipient will dwnlad the State Bank Buddy applicatin and register. The Recipient selects Settings menu icn frm tp right crner f the main screen and selects My Payment Requests under Settings ptin The custmer can accept the payment after entering the passcde under Claim Mney ptin. Can the recipient reject the payment sent t him? A recipient can either reject the payment sent r allw the pending payment request t expire after 5 days. What happens if the recipient des nt take any actin? In case the recipient des nt claim the mney in 5 days by registering fr a Wallet, then the amunt will be credited back t yur Wallet and a ntificatin abut the reversal will be sent t yu. I dn't have bank accunt details f my friends t whm I want t send mney. Can I still send mney using State Bank Buddy? Yu can still send mney t yur friend using Send Mney feature n State Bank Buddy. Using this facility yu can send mney via mbile phne r scial media cntact number. Ask Mney Details What is Ask Mney? Yu can request yur friends/ cntacts t send mney t yur wallet. Hw d I Ask Mney frm my wallet? Yu can select Ask Mney ptin in the app, and enter the fllwing details: Mbile number f the persn frm whm yu are asking fr mney Amunt

8 Descriptin PIN Yur request is then sent t the persn. Hw d I select the sender t Ask Mney? Yu can ask mney frm Registered Senders. Registered Senders already have a State Bank Buddy wallet. Yu can select their name frm Favrites r just type their name / mbile number t select. Can the sender reject the request sent t him? Yes. The sender can select the actin t be taken n Payment Request t either accept r reject. Can I mdify the amunt which has been requested and d a partial transfer? N, yu cannt mdify the amunt in the request received. Yu can either accept r reject the request. Recharge and Pay Bills What is the Recharge & Bill Pay ptin n the hme page? The Recharge & Bill Pay ptin enables yu t recharge yur mbile r DTH accunts and pay yur utility bills using the Wallet balance Which are the billers fr this facility? The billers that yu can pay with this facility are: Prepaid Mbile cnnectin DTH cnnectin Electricity Gas Hw lng will it take fr my payment be updated at the biller's end? It may take 4-5 days frm the date f payment t update yur accunt at the biller s end.

9 Why is my prepaid mbile recharge request rejected? Yur prepaid mbile wallet recharge request may be rejected due t any ne f the fllwing reasns: Invalid mbile number Using a pstpaid mbile number Entering wrng amunt fr recharge Transactin request exceeds daily/mnthly amunt What will happen if I enter incrrect mbile number fr prepaid recharge? State Bank Buddy prcesses the prepaid mbile recharge based n the details prvided by yu. As this is an instant services prvided by State Bank Buddy, and the recharged amunt can be immediately used by the recipient, State Bank Buddy will nt be able t reverse the amunt n accunt f incrrect mbile number fr prepaid recharge. What will happen if I enter wrng details while recharging? The required details entered by yu n the app will be sent t the crrespnding service prvider fr further prcessing. If they are incrrect, yur request will be rejected. Hwever, if the service prvider accepts the payment as per the given details, then bank will nt be able t reverse the same. What will happen if I wrngly input the required details while making my pstpaid bill payment? The required details shared by yu n the app will be sent t the crrespnding service prvider fr further prcessing. If they are incrrect, yur request will be rejected. Hwever, if the service prvider accepts the payment as per the given details, then bank will nt be able t reverse the same Will State Bank Buddy send any cnfirmatin while paying the bill? Yu will receive a ntificatin via SMS regarding the utcme f the transactin. In case the transactin fails, then the amunt will be credited back t yur accunt within 15 days. D I need t have a bank accunt t pay my bills? N, yu can pay yur bills using the wallet balance

10 My wallet accunt was debited while paying my bill but the transactin failed. What shuld I d? In case f failed transactin, the amunt will be credited back t yur accunt within 15 days My wallet accunt was debited twice while ding the recharge transactin. What shuld I d? In case f a duble debit, the amunt will be credited back t yur accunt within 15 days Why is my prepaid mbile recharge request rejected? Yur prepaid mbile wallet recharge request will be rejected due t any f the fllwing reasns: Invalid mbile number Using a pstpaid mbile number Mbile Recharge request exceeds daily Amunt What happens if my talk time des nt get updated pst a successful transactin? In such cases, we will refund back the amunt t yur accunt within 5 wrking days. In case yu d nt receive the same within 5 wrking days, kindly call ur 24 Hur Cntact Center. Transfer t Accunt What is Transfer t Accunt facility? Transfer t Accunt facility enables the custmer t send mney t accunt with any bank. What is IMPS-MMID and IMPS-IFSC? Custmer can transfer mney t any bank accunt using IMPS. There are 2 ways f transferring the amunt via IMPS: IMPS MMID: Yu can send mney using the beneficiary s MMID & Mbile number

11 IMPS IFSC: Yu can send mney using the beneficiary s Accunt Number and beneficiary bank IFSC Transactin Histry Hw d I view my transactin histry? After successful authenticatin pst lgin r transactin cmpletin, yu can prceed t the screen where the app wuld display the last 2 transactins dne by yu as well as fetch the last 25 transactins fr detailed transactin histry. Hw many mnths transactins can I view n the app? Yu can click n View Transactin Histry ptin t view the last 25 transactins. Payment Requests What is Payment Requests? The Payment Requests is the repsitry f all the payment requests. What ptins are available under Payment Requests? My Payment Requests cmprises f fllwing sub-ptins: Pay Mney: All the payment requests fr which yu have t pay thrugh yur wallet against the pending Ask Mney requests sent t yu Receive Mney: All the payment requests thrugh which yu have t receive mney in yur Wallet against the pending Ask Mney requests sent by yu Claim Mney: All the payment requests thrugh which yu have t claim mney in yur Wallet against the pending Send Mney requests sent t yu prir t sign up. What actin can I take under the My Payment Requests tab? Yu can take the fllwing actins under the My Payment Requests tab: Accept: When yu have t apprve pending Pay Mney request, it prceeds t Send Mney prcess

12 Reject: When yu have t reject pending Pay Mney request, it sends message t the requester abut rejected request. The payment request will expire if nt accepted in 5 days Send Reminder: When yu have sent Ask Mney request & sender authrizatin is awaited then yu can Send Reminder t intended sender frm Receive Mney ptin. Enter Passcde: When yu want t claim mney which has been sent t yu prir t sign up then enter the passcde under Claim Mney ptin. My Preferences What are the ptins under My Preferences My Preferences cmprises f fllwing tabs: Cntacts: Yu can add the cntacts befre transferring any funds s that yu dn t have t key-in the details every time. Hw d I Add peple as Favurites? Yu can Add peple frm yur phne bk, r by manually entering their cntact details. I added a persn nly by adding their mbile number as my Favurite; hw can I send mney t my friend using just the mbile number? State Bank Buddy allws yu t send mney t yur friend thrugh the mbile wallet withut registering their accunt numbers. Can I delete the favurites saved in my wallet? Yes, yu can delete yur favurites saved in yur wallet by using the edit buttn. Other FAQs What happens if I frget my PIN Click n Frgt yur PIN? link n the applicatin sign in page. Select yur security questin and enter the crrespnding answer in the app. A temprary PIN will be sent t yu n yur mbile number registered fr the Wallet service.

13 Once yu receive the temprary PIN, click n Frgt yur PIN? link n the applicatin and enter temprary PIN, New PIN and cnfirm New PIN and click n Submit. If the inputs are crrect and validated, yur new PIN will be set and yu can use the Wallet services with yur new PIN. What d I have t d if I have any queries / suggestins / feedback? In case f any queries / suggestins / feedback, yu can lg int the State Bank Buddy app and g t the Help & FAQ sectin. There yu can select the categry and subcategry t register yur queries / suggestins / feedback. What is Blck ptin in the wallet? The Blck Wallet facilitates yu t blck yur Wallet in case f lst/stlen PIN, fraud, etc. What is Unblck ptin in the wallet? The Unblck Wallet facilitates yu t unblck yur Wallet. What is Clse wallet ptin in the wallet? The Clse Wallet facilitates yu t clse yur wallet accunt in the app. The Wallet balance must be NIL prir t clsure. What happens if I have sme balance left in the accunt while clsing the wallet? If there is balance in yur Wallet, then yu have t transfer the amunt t a bank accunt r anther wallet befre clsing the wallet.