Frequently asked questions

Installation

I am not able to download the application on my device.


Please do check your internet connection. The application is currently supported on iOS versions 9. x onwards.




Why is it asking me to update my application?


The application is periodically upgraded newer security patches, new features and enhancements better performance.





Login

I am not able to login to the application.


This may happen due to the following reasons

1. You might have not updated the application

2. You might be entering incorrect PIN

3. Your account might be blocked to multiple incorrect PIN entries

Please get in touch with customer support.




Why is it showing me a message “User Blocked”?


You may have entered the incorrect PIN for more than 5 times. Please contact customer support to unlock your account. Once unlocked you will be able set a new PIN.




Why is it asking me to enter security answer when I click on “Forgot PIN”?


This is as per the security policy to reset your PIN in case you have forgotten it.




How many times can I enter incorrect PIN?


Application provides you 5 attempts to enter incorrect PIN, on the 5th try of entering incorrect PIN your account automatically gets blocked for security reason. Please contact customer support for unlocking your account.




What if I forget my PIN as well as the security question answer?


Please contact customer support to reset your account.





Registration

Does it charge me any amount to register to the application?


Application is free, and there are no registration fees.




Can I edit the security questions?


Yes, you can edit the security question and set your own questions.




Can I enter my Identity details later after registering?


Yes, you can add your identity details after registering by going to ‘My Identity’ section in the application.





Requests

What will happen to the transaction when the internet connection turned off or is disconnected while performing any transaction?


Your action won’t be committed and you will be able to see the transaction in your ‘Transactions’ section of the application. If any action is already committed, then you will be able to see the transaction status in the “History” section of the application.




What will happen if I enter incorrect PIN for more than 5 times for approving / rejecting a transaction request?


There is no impact on approving or rejecting a request




Why is the application asking me PIN after every 15 minutes?


This is as per the security policy set by the administrator.




What will happen to the transaction if I don’t do any action?


The transaction will expired after the expiration time set by the administrator. Please contact customer support for more details.




What will happen if I have not set fingerprint on my device?


You won’t be able to approve or reject any transaction using your fingerprint, you will have to approve or reject the transaction by manually entering your PIN.




What will happen if I minimise the application and come back after sometime?


The application will go in a pause mode and when you resume, it will ask you for the PIN or your fingerprint to continue.




Why I am not getting any transaction request on my device?


Please contact customer support.





Transaction

How will I be able to see a specific status transaction for a selected date?


To check specific status transaction for a selected date range you will have to perform the following steps:

1. Click on the status filter and choose the status

2. Click on the date icon to choose the date range

3. Click on Search button

You will be able to see the transactions for the specific date range for a specific status.





My identity

Why I am not able to set a New PIN via ‘Change PIN’?


Make check your internet connection. After entering an existing PIN, make sure that the PIN is set as per the PIN policy. To see the PIN policy, click on the “i” icon next to “Set PIN > Enter PIN”.