Faq

FAQ

REGISTRATION

iPay is a fintech app, licensed as a Payment Service Provider (PSP) by Bangladesh Bank. The purpose of the app is to keep the society cashless, make life convenient and to avoid theft.
  1. Money transfer (add, withdraw, send and request money)
  2. Physical and online store payments
  3. Mobile Top-up/ Recharge
  4. Utility bill payments
  1. Users with valid NID and bank accounts
  2. Users with mobile number or email address
  3. Anybody above the age of 18

Service

Fees

Opening iPay account

Free

Send money (wallet to wallet, wallet to bank, bank to wallet)

Free

Add money from bank

Free

Withdraw money to bank

Free

Wallet to debit & credit card/ card to wallet

*fees applied

Utility bill payment

Free

Store/merchant/online payment

Free

Mobile top up

Free

QR Code

Free

Transaction history

Free

Please follow the steps below to download iPay.

  • Go to google play store or app store
  • Type iPay-Bangladesh
  • Tap on install.

Registering with iPay is no hassle. You can easily register with iPay using your mobile phone number from both website and app.

To sign up:

Step 1: Fill in general information and set a password.

Step 2: After receiving the OTP code from your phone, enter the code and continue

Step 3: Upload any photo that has clarity (Max size limit of 3 MB; JPG or PNG format

Step 4: Upload NID copy (Max size limit of 3 MB; JPG or PNG format)

Step 5: Fill in basic information

Step 6: Source of fund: Provide details of personal bank account to link with iPay and add money to iPay wallet.

Step 7: Verify: A certain amount will be sent to the linked bank account with iPay

Step 8: Enter the amount to verify your iPay account.

For Personal Account:

Profile Picture: Clear profile picture where face is identifiable

Basic Information: Full Name, Date of Birth, Occupation

Family Information: Parents Name

Address: Present and Permanent address

Identification Document: Scanned pictures of NID.

Introducer: You should be introduced by at least 2 verified iPay users

Source of Fund: Provide accurate and correct details of personal banking information

For Business Account:

Business members need to complete the following section of their profile in order to be verified:

 

Profile Picture: Clear profile image where the logo is identifiable
Business Information: Business Name, Business Type, Mobile Number
Business Contact Information: Name, DOB, Occupation and Organization name
Business Address: The address of the business
Contact Address: Provide address of the business contact person

Identification Documents:

  1. Trade License
  2. Business TIN
  3. Merchant Acquisition Form
  4. NID/Passport/Driving License

Introducer
You should be introduced by iPay Merchant Acquisition team and Merchant team lead.

Source of Fund
Submit completed Bank Consent Form

ACCOUNT

iPay supports two types of Account.

(a) Personal Account
Pay for your personal transactions like sending or requesting money to your friends and family, mobile top up & bill payment.

(b) Business Account
Keep your business transactions organized by keeping your payments, invoice and other financial activities in one place.

Please follow the steps given below to sign up for a personal account

Step 1: Download the app
Step 2: Tap on ‘Sign Up’
Step 3: Fill in general information and set a password
Step 4: After receiving the OTP code from your phone, enter the code
Step 5: Upload any photo that has clarity (Max size limit of 3 MB; JPG or PNG format)
Step 6: Upload NID copy (Max size limit of 3 MB; JPG or PNG format)
Step 7: Fill in basic information such as name & address
Step 8: Source of fund
Provide details of personal bank account to link with iPay and add money to iPay wallet.
Step 9: Verify
A certain amount is sent to the linked bank account with iPay after 3-5 business days.
Step 10: Enter the amount to verify iPay personal account.

Please follow the steps given below to sign up for a business account

Step 1: Go to ipay.com.bd and select “Sign Up for Business Account”
Step 2: Fill in general information (including business type & designation) and set a password
Step 3: After receiving the OTP code from your phone, enter the code and tab “continue”
Step 4: Upload any photo that has clarity (Max size limit of 3 MB; JPG or PNG format)
Step 5: Upload NID copy, Business TIN certificate, Trade License, VAT registration details and Business Logo. (Max size limit of 3 MB; JPG or PNG format)
Step 6: Fill in basic information such as name and address
Step 7: Source of fund
Provide details of Business Bank Account to link with iPay and add money to iPay wallet.
Step 8: Verify
A certain amount is sent to the linked bank account with iPay after 3-5 business days.
Step 9: Enter the amount to verify iPay business account.

Business members can request payment from clients through iPay only if the clients also have an iPay account.

No, you cannot change account type after you have created one.

No, You need to have a separate mobile number for every account you create in iPay.

No, You need to have a separate National ID Card for every account you create in iPay.

iPay users may follow the following steps to add a new bank account:

  1. Tap on the left panel
  2. Tap on ‘Link Bank”
  3. Tap on the plus icon (+) located on the right bottom corner
  4. Fill in name and bank details such as account number & branch
  5. Tap on ‘Submit’
  6. Tap on ‘I Agree’
  7. A token amount will be sent to your bank account for verification purposes.

It usually takes 3-5 business days for banks to process the transfer of money.

  • Tap on left panel of the app screen
  • Scroll down to ‘Log Out’ and tap

SECURITY

2FA (two-factor authentication) is a way of adding additional security on an account. 2FA is required for performing transactional services.
PIN is a 4-digit number that is required before any iPay transaction for ensuring your security.

To set a PIN for iPay account

  • Tap on ‘Security’ from the left panel of the app
  • Tap on ‘Set Pin’
  • Enter a 4-digit number
  • Enter current password for the account

App:

  1. Tap on ‘Security’ from the left panel
  2. Tap on ‘Change Password’
  3. Fill in current password, new password and confirm new password
  4. Tap on ‘Save’

Adding Trusted Contact for password recovery increases a layer of security in your iPay account.

No, You need to have a separate mobile number for every account you create in iPay.

To retrieve passwords in iPay, you can either change your password and start anew or use the password recovery process.

For password recovery process,

Step 1: tap on ‘Security’ from the left panel
Step 2: tap on ‘Password Recovery’
Step 3: tap on ‘Security questions’
Step 4: Fill in 3 questions and answers and enter current password
Step 5: Tap on ‘Save’

If you cannot recall the information required for retrieving the password, you may mail to [email protected] or interact via live chat. Our support team will send a password reset link to your primary email address. Reset the password by clicking on the link.

Once you log in your iPay account from your regular device and browser:

  • A ‘Remember Browser’ reminder is located on top banner of the page
  • Click on ‘Save’ on the far right to add device to your trusted list.

Remove the old browsers and devices from your iPay account by following steps below:

Step 1: Click on your profile picture icon located on the right corner of the login page

Step 2: Drag down the list and click on ‘Account & Settings’

Step 3: Click on ‘Security’ located on the left panel

Step 4: Click on the red delete button under ‘Trusted Devices’

Step 5: Click on ‘Confirm’ after reviewing device/browser detail

iPay Wallet Features

Conveniently pay any type of bills such as credit card, utility & internet without any hassle. Also, make payments for a fun shopping experience whether it is at physical or online stores
Instantly send or receive money from your wallet to other iPay wallets free of cost!
Link any of your bank accounts with iPay to add or withdraw money to your wallet.
Top-up mobile phones with any network operators
Scan QR codes at merchant outlets for instant, hassle-free payments.

Make Payment

You can make payment for your purchases from your iPay balance.

  1. Tap on ‘Make Payment’ from the app feature list
  2. Under Bill Pay, tap on your desired bill payment company logo
  3. Fill in general information such as card number and amount
  4. Enter your iPay PIN

Your payment has been processed!

  1. Tap on ‘Make Payment’ from the app feature list
  2. Tap on selected merchant outlet from the list or type the name with branch number
  3. Enter your iPay PIN

Your payment has been processed!

  • Tap on ‘Scan to Pay’
  • Align QR code provided by outlet within the phone frame
  • Enter amount and iPay PIN
  • Your payment has been successful

Request Money

  1. Tap on ‘Request Money’
  2. Enter name or phone number of selected contact
  3. Enter amount you wish to request
  4. Tap on ‘Continue’
  5. Write a short note
  6. Tap on ‘Continue’
Your request has been sent!

Add Money

  1. Tap on ‘Add Money’
  2. Tap on “Bank”
  3. Your bank logo and account information will show up
  4. Tap on bank account
  5. Enter desired amount you wish to add from your bank account
  6. Tap on “Continue”
  7. Enter iPay PIN and tap on “continue”
  8. You will receive the amount within 3-5 business days.

In order to add money, you will first need to link and verify a bank account to your iPay profile.

  1. Tap on ‘Add Money’ +
  2. Tap on ‘Debit/Credit Card’ or ‘Bank’

With ‘Debit/Credit Card’, you can add money right away by:

  1. Entering amount with a 2.5% service charge for
  2. Visa/Master Card and 3.5% on Amex cards
  3. Tap on ‘Agree to Proceed’
  4. Enter a short note and money will be added instantly

With ‘Bank’

  1. Your bank logo and account information will show up
  2. Tap on bank account
  3. Enter desired amount you wish to add from your bank account
  4. Tap on ‘Continue’
  5. Enter iPay PIN and tap on continue
  6. You will receive the amount within 3-5 business days.

Withdraw Money

Withdraw money helps you to transfer your iPay balance.

  1. Tap on ‘Withdraw Money’
  2. Tap on bank logo with account number
  3. Enter amount
  4. Tap on ‘Continue’
  5. Enter iPay PIN and a short note (optional)
  6. Tap on ‘Continue’

  1. Tap on ‘Send Money’
  2. Select contact or enter the mobile number.
  3. Enter amount
  4. Tap on ‘Continue’
  5. Enter iPay PIN and a short note (optional)
  6. Tap on ‘Continue’
You can transfer money anytime only to a verified bank account.

In this scenario, please refresh the app/page and restart the process again. You may also, contact iPay customer care at 16542, +8809638900801 and interact by creating ticket or email at [email protected] for further assistance.

Mobile Top-Up

  1. Tap on ‘MOBILE TOP-UP’ from iPay main interface
  2. Select network operator
  3. Type in phone number or select desired contact from
  4. phone log
  5. Select Prepaid/Postpaid phone plan
  6. Insert recharge amount
  7. Enter iPay PIN

Transactions

  1. Tap on ‘Transactions’ located on the bottom panel
  2. List of all your transactions will show up
  1. Tap on ‘Pending’ located on the right corner under ‘Transactions’ section
  2. You will find a list of all pending payments

No, you cannot cancel transactions or requests while transactions are processing or already processed.

Profile

App:

There are two ways to edit basic info on your app:

  1. Tap on profile picture located on the top right of your app
  2. Tap on ‘Basic Information’
  3. Fill in Name, DOB, Occupation and gender
  4. Tap on ‘Save’

or

  1. Tap on ‘Account’ from the left panel
  2. Tap on ‘Basic Information’
  3. Fill in Name, DOB, Occupation and gender
  4. Tap on ‘Save’

Website: 

After logging in your iPay account,

  1. Click on your profile picture located on the far top right
  2. Click on ‘Account & Settings’
  3. Click on ‘Edit’ and fill in details
  4. Click on ‘Update’
You cannot change profile picture once your account is verified. But if your account is not verified then click on your profile picture and edit it.

You cannot delete profile picture once your account is verified.

Your profile will be verified by iPay only when correct details are provided. The process takes 3-5 business days.

Contacts

  1. Tap on the “Contacts” icon located on right of the bottom panel
  2. Scroll through the list to find your desired contact
  3. Find a contact by typing in name and number

Website:

In order to add new people to your iPay account, follow the steps given below:

Step 1: Click on ‘Contacts’ from the login homepage
Step 2: Click on ‘Add Contact’ located on the top right of the page
Step 3: A pop-up window will appear.
Step 4: Type contact name, phone number and your relation with the person
Step 5: Click on ‘Save Contact’

Android App

Step 1: Tap on ‘Contacts’
Step 2: Tap on the ‘Add contact’ icon located on the bottom right
Step 3: Fill in name, mobile number & relationship with the contact

The person will be added to your iPay contacts list right away.

  1. Tap on the “Contacts” icon located on right of the bottom panel
  2. Tap on ‘All’ located on the top far right
  3. Tap on ‘Invite to iPay’ for each contact

Introducer is any verified iPay member who knows you in person and verifies you as an authentic iPay user.

  1. Tap on ‘Contacts’ from the app bottom panel
  2. Tap on ‘Ask introduction’ besides contact name

Verify the people who you are familiar with and also feel confident that they will not engage in any fraudulent activities.

There is no issue if you do not know any iPay account user. There are various ways in which you can find an introducer such as:

  • Add contacts in your phone list to iPay contacts and check whether anyone is an iPay account user.
  • Download iPay app and sync your phone contact list with the app to check if any of your contacts have a verified iPay account.
  1. Tap on the “Contacts” icon located on right of the bottom panel
  2. Select your contact and press on it
  3. A ‘Delete contact’ dialog box will appear
    Tap on ‘Yes’

Notifications

You will find the notification bell icon located on the left of your profile picture on the main interface of the app.
  • On your notification list, press tight on the notification panel
  • Tap on ‘Yes’ when dialog box appears ‘Do you want to delete this notification permanently?’

Customer Care

If the payment does not go through, please re-start the process and complete it by providing your iPay PIN or Please contact with iPay customer care at 16542 and +8809638900801. You can also email us at [email protected]

Please contact with iPay customer care at 16542 and +8809638900801. You can also email us at [email protected]

In case of any disputes, please inform iPay immediately. iPay team will address your concern right away.

You can inform us by:

Calling 16542 and +8809638900801

Sending email to [email protected] with subject line “Initial Dispute Notification”