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RuPay FAQs

RuPay Debit and Credit Card Program
How to take care of your RuPay Debit/ Credit Card?
  • Please keep your card in a secure place such that you will immediately know if it is missing
  • Please handle your card carefully to avoid any physical damage to magnetic stripe and EMV Chip
  • Never keep your card unattended e.g. at work
  • Please approach your bank branch in case of any change in the mobile number, change in address to ensure you are updated at all times
  • Never keep your card and PIN together
  • Please keep the Pin secret and do not disclose the PIN to anybody
  • Please memorize the PIN and do not write your PIN on the card or any other document
  • Never share your card number, Personal Identification Number (PIN), Card Verification Value (CVV), One Time Password (OTP) and Expiry Date with anyone
Who is an Issuer Bank?

The Issuer Bank is a bank in which the cardholder has his/her account and holds RuPay Card issued by the Bank.

Who is an Acquirer Bank?

The Bank which has Acquired the transaction or the Bank whose Point of Sale (PoS) terminal has been used is the Acquirer Bank.

What is RuPay Debit Card and how does it work?

A RuPay Debit Card is a plastic card that can be used as a method of payment which is issued by your bank where you have an account. A debit card is linked to a bank account and can be used to:

  • withdraw funds from an ATM
  • shopping at PoS
  • online purchas
What is RuPay Credit Card and how does it work?

A RuPay Credit Card is a payment card issued to customers to enable the cardholder to pay a merchant for goods and services based on the cardholder's promise to the card issuer to pay them for the amounts plus the other agreed charges. Credit cards offer an interest-free loan if the monthly credit card bill is paid on time. A credit card can be used to:

  • withdraw funds from an ATM
  • shopping at PoS
  • online purchas
  • use for purchases on EMI
What is a RuPay Debit/ Credit Chip Card?

RuPay Debit/ Credit Chip Card come with an embedded microchip that provides additional security against counterfeiting/duplication of the card. It also provides an extra layer of security in the form of a Personal Identification Number (PIN). You will be required to enter your PIN on the terminal for transactions at merchant outlets.

What is a Personal Identification Number (PIN)?

Personal Identification Number (PIN) is a 4 / 6-digit number combination known only to the cardholder and it is used for transacting using a RuPay Card.

The PIN is required for using the card:

  • Cash Withdrawal at ATM
  • Purchase transactions at POS termin
What is an OTP (One Time Password)?

OTP is the 6 digit numeric personal identification number created by the Card-member in relation to the Credit/Debit Card and approved by Issuing Bank from time to time for the purpose of authenticating the Card-member while making online payment using the Credit/Debit Card.

What is CVD (Card Validation Data)?

It's a three-digit number printed on the back of the card the same as CVV as referred to by other international schemes.

What is an ATM?

An automated teller machine (ATM) is an electronic telecommunications device that enables customers of financial institutions to perform financial transactions, such as cash withdrawals, deposits, transfer funds, or obtaining account information, at any time and without the need for direct interaction with bank staff.

What is a POS?

POS stands for point of sale. A point-of-sale (POS) transaction is what takes place between a merchant and a customer when a product or service is purchased, commonly using a point of sale system to complete the transaction.

What are the services/facilities available at ATMs?
  • ATMs were originally developed as cash dispensers, balance inquiry, and have evolved to provide many other bank-related functions such as Deposit currency recognition, acceptance, recycling, etc.
How is the Debit Card different from Credit Card & Prepaid Card?

Cards can be classified based on their issuance, usage, and payment by the cardholder. There are three types of cards (a) debit cards (b) credit cards and (c) prepaid cards.

  • Prepaid Cards: Pay Now, Use Later: Prepaid card is a Payment Card that is preloaded with money by you or someone else. Prepaid Cards are issued by a Bank or a non-Bank institution and you can buy things with the funds available in your Prepaid card.
  • Debit Cards: Use Now, Pay Now: Debit cards are linked to your Bank account, and money is debited from your Bank account as soon as the transaction is occurred using your Debit Card. You can only spend the money available in your Bank account.
  • Credit Cards: Use Now, Pay Later: A credit card is a payment card issued to users to enable the cardholder to pay a merchant for goods and services based on the cardholder's promise to the card issuer to pay them for the amounts plus the other agreed charges. Credit cards offer an interest-free loan if the monthly credit card bill is paid on time.
Which variants are available on RuPay Debit Cards?

RuPay Debit cards are available in the following variants:

  • Government Schemes
  • Classic
  • Platinum
  • Select
Which variants are available on RuPay Credit Cards?

RuPay Credit cards are available in the following variants:

  • Classic
  • Platinum
  • Select
What is the eligibility of availing RuPay Debit Card?

In order to avail any of the RuPay Debit cards, the applicant must have a bank account. A bank account can be opened post fulfilling the Know Your Customer (KYC) as mentioned below:

Primary Documents required for applying for RuPay Debit cards – depends on bank to bank based on KYC Guidelines

Identity Proof*
  1. Passport
  2. Aadhaar Card
  3. PAN card
  4. Voter’s Identity Card
  5. Driving License
  6. Identity card (subject to the bank’s satisfaction)
  7. Letter from a recognized public authority or public servant verifying the identity and residence of the customer to the satisfaction of bank
  8. Any other document as prescribed by the Bank / regulation
Address Proof*
  1. Aadhaar Card
  2. Passport
  3. Driving License
  4. Voters ID
  5. Telephone bill
  6. Bank account statement
  7. Letter from any recognized public authority
  8. Electricity bill
  9. Ration card
  10. Letter from employer (subject to satisfaction of the bank)
  11. Any other document as prescribed by the Bank / regulation

*(Any 1 document which provides customer information to the satisfaction of the bank will suffice)

What are the documents required for processing a credit card application and how do I submit the same?

The following are the documents required for processing a credit card application

  • One color photograph (passport size).
  • Address proof (click here to know the list of valid address proof documents).
  • Photo ID proof (click here to know the list of valid Photo ID proof documents).
  • Sign on a consent for

Once the application is lodged, an executive representing Bank will contact you in 2-3 working days, to collect the required documents. The duly filled application processing will take 7 working days. On approval, the credit card along with the welcome kit will be dispatched to your mailing address.

How do I apply for a RuPay Debit Card?

To apply for RuPay Debit card, customer can visit any of the nearest RuPay Issuing bank branch.

How do I apply for a RuPay Credit Card?

To apply for RuPay credit card, please contact one of our certified bank partners through their any of their customer service channel – branch, customer care portal or Bank’s credit card sourcing partner.

Which bank offers RuPay Credit cards?

The following banks are in the process of issuing RuPay Credit cards

  • Bank Of India
  • HDFC Bank
  • IDBI Bank
  • Saraswat Co-operative Bank
  • SBI Card
  • Union Bank Of India
  • Canara Bank
  • Punjab National Ba
I have applied for a RuPay Debit Card, how can I check the status of my RuPay Debit card application?

In order to check the status of your RuPay Debit card Application you may contact your Bank in which you have applied for a RuPay Debit card.

How do I check the status of my RuPay credit card application?

We realize you are keen to know the status of your card application. All you need is your application reference number and mobile number to check it. The application reference number would have been sent as a text message (SMS) to the mobile number mentioned in the application form by Bank who’s RuPay Credit Card is been applied. Kindly mention the same application reference number and mobile number to check the status of the application with the Bank.

When will I receive my RuPay Card?

Generally, a RuPay card is delivered within 7 Working Days of applying (submitting the application). In case if the same is not delivered within 7 working days you may get in touch with the Bank service channels – branch, customer care, etc. in which you have applied for a RuPay card.

How do a get a notification about my RuPay Card?

In order to receive timely notifications, you should have your mobile number updated at all times.

For Example, bank send notification on your registered mobile number during the following stages.

  • Approval of application and dispatch of RuPay card and PIN.
  • For every transaction
    • ATM - Cash Withdrawal
    • POS shopping – For Example Grocery ,Fuel station,etc
    • E Com transaction – Prepaid Recharge ,Railway booking (IRCTC),etc
I have a RuPay Card but I don’t have the PIN? I have not received my PIN with the Welcome Kit; how can I generate the Pin for my Debit Card?

The PIN is generally delivered at the registered address captured in the application form.

In case, the PIN has not been received or you have forgotten the PIN – you may contact your bank for a new PIN.

In order to regenerate your RuPay Card PIN – you may also visit the Bank ATM

The Pin can also be generated through Net Banking / Mobile Banking / IVR

How can I register my mobile number in my Bank Account?

The customer can register his mobile number in his Bank account in the following ways:

  • Visiting your nearest bank branch & filling the application form.
  • Through Internet & Mobile Banking Channel

Please approach your bank branch in case of any change in the mobile number, change in address to ensure you are updated at all times

When will my Debit Card become active?

All the Debit cards are delivered to the customer in an activated state. The first time the card should be used (PIN change or PIN-based transaction) at your bank's ATM where you have opened the account (For example if you have opened an account in SBI your RuPay SBI debit card should be used at SBI ATM).

When will my Credit Card become active?

Generally, Credit Cards are delivered to the customer in an activated state. However, please follow guidelines shared by your credit card issuer to activate your credit card for usage.

Where can I start using my RuPay Card?

RuPay card can be used at any of the following channels:

ATM – To withdraw funds

  • Insert / Dip your RuPay Card in the slot provided for the ATM machine.
  • Select language (if language option is available)
  • Please enter your PIN (Please note that if you enter the wrong Pin thrice, your card will be blocked for rest of the day)
  • Select the transaction that needs to be performed (cash withdrawal, PIN change/ Balance inquiry, etc.)
  • Insert the amount for cash withdrawal if you wish to withdraw cash
  • Collect cash dispensed, Receipt, and Car

POS - Grocery ,Fuel station,etc

  • Present your card to the merchant once you have selected goods for purchase.
  • The merchant will insert the card into the POS Terminal.
  • The terminal will prompt you to enter the PIN.
  • Please enter your PIN after checking the amount of the transaction on the POS Terminal
  • The transaction is now complete – collect a copy of the charge slip and your card from the merchant.

E-commerce - Prepaid Recharge , Railway booking (IRCTC), etc

  • Go to your preferred website
  • Please select goods or services and or prepaid recharge and go to the payment page
  • Enter the 16-digit Card Number number and the card's expiry date that are both mentioned on your card.
  • You also need to enter your CVV number mentioned at the back of the card
  • Enter the OTP (One Time Password) received by you on your registered mobile number
  • You receive a message for successful transaction mentioning the transaction amount
What should be done in the case during the cash withdrawal process, cash is not dispensed but the account gets debited for the account?

If in case the cash is not dispensed and the account is debited, the bank generally auto credits the account within 24 hours. In case if the amount is not credited, kindly contact your nearest card issuing bank branch.

I did 3 unsuccessful PIN attempts at the POS terminal and the transaction was declined. I remember my PIN now; can I try using the RuPay card at the POS or an ATM?

RuPay Card is blocked by the bank for security reasons due to 3 unsuccessful PIN attempts. RuPay cardholder will have to wait till the next day for the card to be auto-unblocked. In case the card is not auto un-blocked, kindly contact your card issuing bank .

Can I use my RuPay Debit card to make international payments?

All RuPay Global cards can be used for the International transaction. Kindly refer to your card for further details.

You can use your RuPay Global card wherever you see these logos:

JCB Logo
How can I know if the transaction through my RuPay Card is successful?

Yes, Cardholder will receive a notification from the bank via SMS or E-Mail.

How is information on my RuPay Card protected?
  • EMV Chip Card
  • OTP Protection for online transaction
  • ATM PIN protection for POS Transaction
  • RuPay Hologram for card authenticity.
  • FRM protection by NPCI.
Is there any way a customer can come to know quickly whether a fraudulent transaction has taken place using his / her card?

For all RuPay Card transactions an alert is sent by your Bank on your registered mobile number. In case if you have not performed a transaction and still received an SMS you may immediately get in touch with your Bank and inform about the same.

How are the transactions carried out through cards protected against fraudulent usage?

Transaction carried out through card can be protected against fraudulent usage by taking the below mention precautions:

  • Always keep your mobile number updated in order to receive alerts
  • Never share your RuPay Card and PIN with anybody
  • Always, Keep your RuPay Card and PIN separate
  • Never disclose your PIN to anyone
  • Change your RuPay Card PIN periodically
  • Never share your OTP with anyo
What should I do if my RuPay Card is lost or stolen?

In the event that you lose your RuPay Card, please report the loss to your respective Issuing Bank for blocking the Card

  • By calling the Customer Service
  • Visiting the nearest branch
  • Log on to your Net Banking
  • Banks Mobile Banking Application
What should I do in case if I have not received my OTP?

Request you to wait as the delivery of OTP depends on the signal strength of your telecom carrier in your current location. Alternatively, if you still do not receive OTP after a considerable amount of time, please click on the “Resend OTP” button. If you continue to face problems with the receipt of OTP (delayed/ non-receipt) please report the same to your bank immediately.

Will this OTP be valid while re-trying the transaction?

The validity of the OTP is decided by the card-issuing bank and varies for different banks.

How long is the OTP valid?

The validity of the OTP is decided by the card-issuing bank and varies for different banks.

Is RuPay Card accepted online?

RuPay Card is accepted at online sites. Please see the link (https://www.npci.org.in/rupay-live-members) for Aggregators Live.

Do I have to separately register for RuPay E-commerce service?

No separate registration is required for RuPay e-commerce transactions, for all transactions the cardholder needs to enter card details and OTP (one-time-password).

Do I have to use my PIN for all RuPay Card transactions?

Yes, the PIN is required for all ATM and POS (Point of Sale) transactions.

All Ecommerce transactions will be supported by OTP (One-time Password) validation, which will be sent to your registered mobile number.

What are the limits for cash withdrawal and Purchase Transactions for my RuPay Card?

The RuPay card is defined by your Bank. The RuPay Cardholder can withdraw/purchase up to the balance/limit available on your RuPay Card. However, for security reasons Banks also define daily transaction limits for ATM and POS.

What are the benefits linked to my RuPay Debit Card?

RuPay offers various features on different variants of cards. You may visit the RuPay Website to know more details regarding the same.

How to claim the insurance (or) what is the procedure to claim the insurance?

For details and claim registration process, click the below mentioned link

For PMJDY Debit Card For Platinum & Select Debit or Credit Card
How can I keep the Insurance Cover active on my RuPay Debit Card? Who is/are eligible to claim the insurance?

For details, click the below mentioned link

For PMJDY Debit Card For Platinum & Select Debit or Credit Card
Where can I Download Claim Form?
How many lounge accesses we can get from RuPay Platinum and Select Debit card?

The RuPay Lounge Access Program is applicable for the RuPay Platinum and Select Debit Cardholder and you can use it to gain access: -

  1. Domestic – two complimentary visits per quarter at any of the participating lounges
  2. International - two visits per year on the participating loun
Can we have access to the airport lounge through the virtual RuPay card?

Currently the airport lounge access is provided to customers who have the physical card with them. The customer will need to have their RuPay Platinum or RuPay Select card.

Are there any charges to avail the RuPay Lounge access Program by RuPay Platinum and Select Debit Cardholders?

There is a charge of INR 2 for Airport Lounge access for authorization of the card.

What are the services included in the RuPay Airport Lounge Access?

The services included in our lounge access with RuPay cards are

  1. Food
  2. Non-alcoholic beverages
  3. Newspapers
  4. Magazine
Will I be charged extra if I use my RuPay Card for shopping?

There will be no extra charges for shopping using the RuPay Debit card.

What are annual subscription fees of RuPay card and for what period do annual subscription fees are charged?

Annual subscription fees for a RuPay card will depend on the Banks. Kindly check with your respective banks for further details.

What are the charges levied on my RuPay Card for transactions at ATM?

Generally, Fee & Charges are mentioned in the Welcome Kit delivered to the customer. Customers can also visit the Bank Branch for knowing the Fee & Charges for the RuPay Card.

What will happen to Card on Expiry? Will I get a new Renewal Card?

Your card will be active till the last day of the month of expiry. For more details, please contact your Issuing Bank.

How do I apply for a Replacement Card? What do I do if I have lost my RuPay Card?

Please contact your bank Customer Service for a Replacement RuPay Card. Alternatively, you may also visit your Issuing Bank branch for the issuance of Replacement Card.

In the event that you lose your RuPay card, please report the loss to your Issuing bank to block the card either by calling phone banking service or visiting the nearest bank branch.

Contactless
What is RuPay Contactless card?

RuPay Contactless is a card which allows you to make payments in fraction of seconds, just by tapping the card on the card reader (supporting contactless transactions). You don’t need to enter the PIN for completing contactless payments below INR 2000. Above INR 2000, you can still tap the card to make contactless payments, but PIN entry is mandatory.

How does contactless technology functions?

Contactless card is a chip card with an inbuilt radio frequency antenna. This antenna uses Near Field Communication (NFC) technology to establish a secure connection with contactless reader to transmit payment related data. Hence, contactless card need not to be in contact with the reader, a simple tap on the reader will initiate a transaction.

Why should I use RuPay Contactless card?
  • It provides you a single payment platform for making payments across end to end everyday needs.
  • You need not have to worry about carrying cash for small value payments. Additionally, you are free from fear of getting fake notes and lost or theft of cash.
  • You can keep a digital trail of your purchases.
  • You don’t need to wait in long queues because contactless transactions are super quick and can be completed in less than a second.
What is the difference between a regular Rupay Card and a RuPay Contactless card?

RuPay Contactless is a Dual Interface card which supports both contact and contactless transactions, whereas a regular RuPay (EMV/Chip card) can only support Contact transactions.

How do I know if my RuPay Card is a contactless card?

To know if the card is RuPay contactless, you need to check for the contactless indicator, published on its front.

Will all Point of Sale terminal accept my RuPay Contactless card?

NPCI requires all contactless/dual interface RuPay payment devices to carry RuPay Contactless Indicator for supporting contactless payments. If the indicator is present, you can make “Contactless” payments, whereas if the indicator is absent, you have to swipe/ dip the card and enter 4 digits PIN to make payment.

How do I get RuPay Contactless card?

Please click on the link below for the list of Banks issuing RuPay Contactless card: https://www.npci.org.in/live-members-2

What are the key features of RuPay Contactless?

Key Functions

Dual Interface

Card Balance

Pass writing

RuPay Contactless Proposition

Supports both offline(Contactless) & online(Contact & Contactless) transactions

There is a provision of storing money on the card which can be used to initiate contactless payments (offline payments) across various use cases like toll transit, parking etc. which is also referred as Card Balance or Offline Wallet.

It is a unique feature that enables customers to use the card for merchant/operator specific application e.g. travel passes, season tickets, etc.


What are offline contactless payments?

The key feature of Contactless Card is offline payments which reduces the dependency on network connectivity. Offline payments do not require an online connectivity with the card issuing bank, hence you don’t need to enter 4 digit pin. Card balance is used to make such payments.

Can I reload the card balance?

Yes, you can top up/ reload the card balance before it exhausts, so as to make seamless contactless payments.

How do I reload card balance?

Card balance can be topped up via “Money Add” channels, which can be done in following ways:

Money Add Cash- You may approach a merchant or kiosk authorized to top up the card balance (money load transaction). You have to pay the amount to be topped-up in cash to the merchant/operator and the operator will perform a money add transaction from POS device to top-up the card balance.

Money Add Account- You may approach merchant/operator or kiosk to top up the card using savings account. The operator will initiate this money add from POS device to top-up the card balance. The top-up amount will be deducted from CASA and get added to the card balance.

Money Add via online channels- You have to initiate a fund transfer from your primary account balance to the card balance using the internet banking facility. Post successful fund transfer, you have to go to a particular touch point and tap your card against an online card reader. A balance update transaction will have to be done to realize this top-up amount in card balance.

What is the maximum top up limit of card balance?

You are allowed to top up the card wallet to a maximum value as decided & communicated by issuer bank from time to time. These limits may change with prior notice from bank.

How can I create a Pass?

You have to reach out to respective merchant/operator for creating a pass like transit passes/ seasonal tickets on your card. The Pass writing has to be done by the respective merchant/operator.

How many maximum Passes can be associated with my RuPay Contactless cards?

Maximum of 20 passes including seasonal tickets can be written on the card.

Where can I use my RuPay Contactless cards?
  • Transit fare payment system including metros, buses etc.
  • Toll payments
  • Parking area payments
  • Restaurants and other retail outlets
When I dip/swipe my RuPay Contactless card for payment, will it reduce my card balance?

When you dip/swipe your card, it will use your primary account balance; not your card balance. Card balance is used for offline payments only. Primary account balance (i.e. current/ saving account) is debited for all online transactions e.g. Retail, ATM, e-commerce etc.

The offline wallet balance is debited for all offline contactless transactions of low value payments e.g. metro, bus, toll, parking etc.

Can RuPay Contactless Cards be issued in Debit/Credit/Prepaid variants?

Yes, RuPay contactless card is available on all the three variants Debit, Prepaid and Credit cards.

What are the channels across which RuPay Contactless card can be used?

RuPay Contactless cards can be used across ATM, POS and Ecommerce websites to make payments.

Can all Banks issue Rupay Contactless cards?

Banks which are certified by NPCI can issue RuPay Contactless cards. To know about the certifications involved, interested banks can connect to NPCI team or write to rupay@npci.org.in.

Can I use my RuPay Contactless card to make a purchase of more than INR 2000/-?

Yes, you can use your RuPay Contactless card irrespective of the value of transaction.

Do I need to enter the PIN while using RuPay Contactless Card?

For all offline contactless transactions up to INR 2000 PIN is not required.

For all the transactions above INR 2000, you may choose to dip/swipe/tap the card followed by mandatory PIN entry.

Can I use my RuPay Contactless card outside India?

Yes, this card can be used outside India. The processing is as per regular transaction i.e. by dipping/swiping and entering the PIN.

Could I unknowingly make a purchase if I come across the contactless card reader?

No, the operator must enter the payment amount for initiating the transaction. Also, the card or device has to be held within 4 inches of the card reader to make any payment.

Will I be charged additionally for making contactless payments?

No. There are no additional charges levied to make a contactless payment.

Is my Rupay Contactless card protected from the threat of frauds?

Yes, your RuPay contactless card is as secure as any other RuPay card. It contains a highly secure EMV chip, hence it cannot be cloned easily. Also, you need not have to handover the card to anybody, just have to tap the card for completing the transaction.

How will I know if the transaction is successful?

If the transaction is successful, terminal/ device will display the message. Also, you may receive charge slip after doing the transaction.

What if I wave the card more than twice at the terminal? Will I be charged repeatedly?

No. Once a payment is successful (one tap or two tap, depending upon transactions), a new payment transaction has to be initiated from the reader by entering the amount. Multiple taps will not result in deducting the amount more than once.

What is the validity period of my card?

The Card is valid up to expiry date as mentioned on the card.

What should I do if my card is lost?

As a cardholder, you are responsible for the security of the card. If the card is lost or stolen, you should report the loss/ theft to issuer’s customer care centre. Card Issuer bank, upon adequate verification shall hotlist the card and terminate all online facilities on the card. Balance in the wallet of the card shall not be refunded back.

What should I do if my card is damaged or I want to replace my card?

Please visit your nearest Bank branch and surrender your card. If the card balance enquiry is possible at the Bank branch level, you will instantly get the refund. If balance inquiry is not possible, card balance amount may be refunded based on latest balance available in your card balance as per issuer bank’s records (virtual account) after 4 days.

How can I close my card?

Please visit the nearest Bank branch and surrender your card. If the card balance enquiry is possible, you will instantly get the refund. In case if the balance enquiry is not feasible, card balance amount may be refunded to your primary account after a cooling period of upto 4 days.

What should I do if Pass writing fails and I have paid using cash?

In case the Pass writing (monthly passes etc.) fails and you have paid via cash then you have to present the slip, given at the time of Pass writing to merchant/operator. Merchant will validate the existing Pass on the card. Basis this, he may decide to re-write the pass on the card.

Can I transfer funds from card Wallet to my primary account?

No, you will not be allowed to transfer back the fund from card wallet to the main account. This transfer can be done at the time of card closure only.

How to manage my card balance in case of joint account –

As the card balance is specific to the physical card, it will be managed separately for you and your joint account holder. You will not be able to use the card balance of the other joint account holder using your card.

Do I earn Interest on card balance?

You will not get any interest on the card balance as it is being treated as prepaid payment instrument.

If my PIN is blocked, can I use RuPay Contactless cards for contactless payments?

Yes, all the contactless payments can be done without entering the PIN.

Will I get account statement of all Contactless payments?

For statements, please get in touch with your issuing Bank.

RuPay Prepaid Card Program
Who is an Issuer Bank?

The Bank / Non-Bank Prepaid issuers issuing the RuPay Prepaid card is called as an Issuer Bank

Who is an Acquirer Bank?

The bank which has acquired the transaction or the bank whose Point of Sale (PoS) terminal has been used is the Acquirer Bank.

Who is RuPay Cardholder?

A holder of a RuPay prepaid card is an individual who obtains / purchases the card from the issuer. However, in case of a Gift card, any other intended / targeted beneficiary, though not the purchaser, can also be a holder

Who is a Merchant?

A merchant is a company or an individual who sells a service or goods. An e-commerce merchant is someone who sells exclusively over the Internet.

Who are the issuers of prepaid instruments?

Prepaid instruments issuers are companies incorporated in India and registered under the Companies Act, 1956 / Companies Act, 2013. They operate / participate in a payment system for issuing PPIs to individuals / organizations. A company can issue and operate PPIs after receiving authorization from RBI.

How can a prepaid issuer partner with RuPay for issuance of RuPay Prepaid Cards?

Prepaid Issuers (Bank & Non-Banks) willing to participate with RuPay for Issuance of RuPay Prepaid Cards should have a formal “Approval from RBI”. In addition to the approval, the below mentioned documentations & process should be completed:

  • Apply for an RuPay Prepaid IIN
  • Complete the Certification process
  • Submit the onboarding documents
Can a prepaid issuer who is not approved by RBI participate with RuPay for issuance of RuPay Prepaid Cards?

Prepaid issuers approved by RBI can directly participate / collaborate with RuPay for prepaid issuance. Non-approved entities can still participate in prepaid business by collaborating with approved prepaid issuers.

Is it mandatory for RuPay prepaid issuers to have a direct connectivity with NPCI switch?

No, it is not mandatory for RuPay prepaid issuers to have a direct connectivity with NPCI switch, the RuPay prepaid issuers can use their existing connectivity or they can connect through the technical service provider who should have a direct connectivity with NPCI.

What are the various types of prepaid instruments?

Reserve Bank of India has classified Prepaid Instruments under three types

  • Closed System PPIs: These are PPIs issued by an entity for facilitating the purchase of goods and services from that entity only. No cash withdrawals are permitted. These instruments cannot be used for payment or settlement for third party services. The issuance and operation of such instruments is not classified as a payment system and does not require approval / authorization from the RBI.
  • Semi-closed System PPIs: These are PPIs issued by banks (approved by RBI) and non-banks (authorized by RBI) for purchase of goods and services, including financial services, remittance facilities, etc., for use at a group of clearly identified merchant locations / establishments which have a specific contract with the issuer (or contract through a payment aggregator / payment gateway) to accept the PPIs as payment instruments. These instruments do not also permit cash withdrawal, irrespective of whether they are issued by banks or non-banks.
  • Open System PPIs: These are PPIs issued by banks only (approved by RBI) for use at any merchant for purchase of goods and services, including financial services, remittance facilities, etc. Cash withdrawal at ATMs / Points of Sale (PoS) terminals / Business Correspondents (BCs) is also allowed through these PPIs.
How can a prepaid instrument be loaded?

Prepaid Instruments can be loaded / reloaded by

  • cash (not permitted in instruments with loading only from bank account),
  • by debit to a bank account,
  • by a credit / debit card, or
  • from other prepaid instruments.

The loading / reloading of prepaid instrument shall be through payment instruments issued by entities regulated in India and shall be in Indian Rupees (INR) only.

Is there any limit on loading of prepaid instruments by cash or electronic means?

Yes, the cash loading is limited to ? 50,000/- per month subject to overall limit of the prepaid instrument (not permitted in PPIs with loading only from bank account). The limit on loading via electronic / online means is subject to the overall limit of the prepaid instrument.

What the types of Semi-closed prepaid instruments can be issued / launched for the customers?

RBI has allowed 3 types of Semi-closed prepaid instruments:

  • PPIs upto ? 10,000/- where minimum details of PPI holder are obtained (minimum-detail PPI)
  • PPIs upto ? 10,000/- with loading only from bank account
  • PPIs upto ? 1,00,000/- where KYC of PPI holder is completed (full-KYC PPI)
What are the salient features of a ‘minimum-detail’ and ‘with loading only from bank account’ prepaid instrument?

The prepaid instruments issued under this can be reloadable and shall be used only for purchase of goods and services. Their salient features are as follows:

Minimum-detail prepaid instrument:

  • The amount loaded during any month shall not exceed ? 10,000/-
  • The total amount loaded during the financial year shall not exceed ? 1,00,000/-.
  • The amount outstanding at any point of time shall not exceed ? 10,000/-.
  • The total amount debited during any given month shall not exceed ? 10,000/-.

Prepaid instrument with loading only from bank account:

  • The amount loaded during any month shall not exceed ? 10,000/-.
  • The total amount loaded during the financial year shall not exceed ? 1,20,000/-.
  • The amount outstanding at any point of time shall not exceed ? 10,000/-.
  • Loading / Reloading shall be from a bank account and / or credit card.
  • The minimum-detail prepaid instrument existing as on December 24, 2019 can be converted to this prepaid instrument, if desired by the card holder.
Is funds transfer permitted from a prepaid instrument issued under ‘minimum detail’ or ‘with loading only from bank account’?

Funds transfer from these two types of prepaid instrument is not permitted

In what form can a RuPay prepaid cards can be issued?

RuPay Prepaid cards can be issued in the form of Physical cards, Virtual Cards, wallets, and any such form / instrument which can be used to access the prepaid instruments and to use the amount therein.

Can Issuers issue co-branded RuPay prepaid cards?

Yes. RuPay Prepaid Cards can be issued individually by the issuers or under a co-brand program with another entity.

Can two RuPay prepaid issuers get into a co-brand arrangement?

Yes, two RuPay prepaid issuers can get into a co-brand arrangement and shall clearly indicate which partner shall be the prepaid issuer.

Who can be a co-branding partner of the RuPay Prepaid Issuer?

The co-branding partner shall be a

  • Company incorporated in India and registered under the Companies Act, 1956 / Companies Act, 2013.
  • In case the co-branding partner is a bank, then the same shall be a bank licensed by RBI.
  • In case of co-branding arrangement between a bank and a non-bank entity, the bank shall be the PPI Issuer.
  • In case both the entities are non-banks, one of them will be pre-assigned, in advance, the role of issuer among themselves.
In case of a co-branded card, who will be responsible for addressing all customer service aspects?

Between the two partners, one who is designated as a RuPay Prepaid issuer shall be responsible for addressing all the customer service aspects relating to the co-branded RuPay prepaid instruments.

What is the minimum validity period of a RuPay prepaid card?

All RuPay Prepaid cards shall have a minimum validity period of one year from the date of last loading / reloading in the PPI. PPI issuers are however, free to issue RuPay prepaid cards with a longer validity. Issuers shall clearly indicate the expiry period of the RuPay prepaid card to the customer at the time of issuance of PPIs.

Is it mandatory to issue EMV + Chip compliant RuPay Prepaid Cards?

Yes, it is mandatory to issue EMV + Chip compliant RuPay prepaid cards to the customers who have been issued with a Semi Closed or Open loop cards, only exception to this is for Gift Cards and MTS program which can with or without EMV chip and PIN enablement.

Is 2FA mandatory for RuPay prepaid cards?

Yes, RuPay prepaid cards issued in different form factors viz physical or virtual, shall necessarily have Additional Factor of Authentication (AFA) as required for debit cards, except in case of PPIs issued under PPI-MTS.

Does RuPay prepaid card support only OTP as the 2FA?

RuPay prepaid cards mandatory require 2FA, primarily RuPay supports OTP as the second factor authentication.

RuPay also supports static / dynamic PIN as a 2FA, this additional factor authentication is allowed only for Gift Cards.

Can RuPay Prepaid cards be contactless cards?

Yes, RuPay prepaid cards can be contactless cards. RuPay contactless cards come with an additional wallet which supports offline transaction.

Can RuPay prepaid card issuers create their own new use cases?

Yes, RuPay prepaid card issuers can create new and unique use cases, prepaid issuers should ensure they follow the Master Direction for Prepaid Cards issued by Reserve Bank of India

Can non-bank RuPay prepaid issuers participate in issuance of Open loop Cards?

No, Open System prepaid instruments can be issued only by banks, who are approved by RBI.

There is only one type of open system prepaid instruments i.e. prepaid instruments with balance up to ? 1,00,000/-, which can be issued after completing KYC of the PPI holder (full-KYC PPI). The cards can be used at ATM, POS and E-Com

What are the current use cases which RuPay supports on Prepaid Cards?

RuPay Prepaid card offers the unique proposition of One card for all payments, few business use cases are

  • Transit programs
  • Corporate Allowances
  • Salary disbursements
  • Instant loan disbursements
  • Student / University programs
  • Smart City programs
  • Toll & Parking
What is RuPay Prepaid Card and how does it work?

A RuPay Prepaid Card is a plastic card / virtual card that can be used as a method of payment. A prepaid card and can be used for:

  • withdrawing funds from an ATM
  • use the cards for shopping at your nearest merchant
  • use the card for online purchase like booking railway tickets, recharge or purchase goods from your favorite online merchant
What is a Chip Prepaid Card?

Chip Prepaid cards come with an embedded microchip that provides additional security against counterfeiting/duplication of the card. It also provides an extra layer of security in the form of a Personal Identification Number (PIN). You will be required to enter your 4-digit PIN on the terminal for transactions at merchant outlets.

What is a Personal Identification Number (PIN)?

Personal Identification Number (PIN) is a 4-digit number combination known only to the cardholder and it is used for transacting using a RuPay Card.

The PIN is required for using the card:

  • Cash Withdrawal at ATM
  • Purchase transactions at POS terminal
What is an OTP (One Time Password)?

OTP is the 6 digit numeric personal identification number generated by the bank / non-bank prepaid issuer for online transactions. The OTP is required for authenticating the transaction by the bank / non-bank prepaid issuers.

What is CVD (Card Validation Data)?

It's a three-digit number printed on the back of the card. The same is referred as CVV by other international schemes.

What is an ATM?

An automated teller machine (ATM) is an electronic telecommunications device that enables customers of financial institutions to perform financial transactions, such as cash withdrawals, deposits, transfer funds, pin change or obtaining account information such as mini statement and balance enquiry at any time and without the need for direct interaction with bank staff.

What is a POS?

POS stands for point of sale. A point-of-sale (POS) transaction is what takes place between a merchant and a customer when a product or service is purchased at any store

How is RuPay Prepaid Card different from Credit Card & Debit Card?

Cards can be classified based on their issuance, usage, and payment by the cardholder. There are three types of cards (a) debit cards (b) credit cards and (c) prepaid cards.

  • Prepaid Cards: Pay Now, Use Later: Prepaid card is a Payment Card that is preloaded with money by you or someone else. Prepaid Cards are issued by a Bank or a non-Bank prepaid issuer and you can purchase goods and services from the funds available in your prepaid card.
  • Debit Cards: Use Now, Pay Now: Debit cards are linked to your Bank account, and money is debited from your Bank account as soon as the transaction is occurred using your Debit Card. You can only spend the money available in your Bank account.
  • Credit Cards: Use Now, Pay Later: A credit card is a payment card issued to users to enable the cardholder to pay a merchant for goods and services based on the cardholder's promise to the card issuer to pay them for the amounts plus the other agreed charges. Credit cards offer an interest-free loan if the monthly credit card bill is paid on time.
How can a customer / corporate apply for a RuPay Prepaid Card?

To apply for RuPay Prepaid card the customer / corporate can contact their bank or they can connect to any of the RuPay prepaid issuers. The issuance of RuPay prepaid card is solely at the issuer’s discretion

Can RuPay prepaid cards be personalized with customers name?

Prepaid cards are basically instant cards wherein the cards are issued to the customers over the counter and hence the customer’s details are not personalized on the cards, but yes RuPay prepaid cards can be personalized with the customer’s name.

Where can I use my RuPay Prepaid Card?

RuPay Prepaid card can be used at any of the following channels:

ATM* – To withdraw funds

  • Insert your RuPay Prepaid Card in the slot provided for the ATM machine.
  • Select language (if language option is available)
  • Please enter your PIN (Please note that if you enter the wrong Pin thrice, your card will be blocked for rest of the day)
  • Select the transaction that needs to be performed (cash withdrawal, PIN change/ Balance inquiry, etc.)
  • Insert the amount for cash withdrawal if you wish to withdraw cash
  • Collect cash dispensed, Receipt, and Card.

POS - Grocery and Fuel station

  • Present your card to the merchant once you have selected goods for purchase.
  • The merchant will insert the card into the POS Terminal.
  • The terminal will prompt you to enter the PIN.
  • Please enter your PIN after checking the amount of the transaction on the POS Terminal
  • The transaction is now complete – collect a copy of the charge slip and your card from the merchant.

E-commerce - Prepaid Recharge or Railway booking (IRCTC)

  • Go to your preferred website (IRCTC/Prepaid Recharge)
  • Please select goods or services and or prepaid recharge and go to the payment page
  • Enter the 16-digit Card Number number and the card's expiry date that are both shown on your card.
  • You also need to enter your CVV number mentioned at the back of the card
  • Enter the OTP (One Time Password) received by you on your registered mobile number
  • You receive a message for successful transaction mentioning the transaction amount

*Only if the RuPay prepaid is allowed for transaction at ATM

Is 2FA mandatory for transaction done by the customers Rupay Prepaid Cards at any POS and ECOM websites?

Yes, RuPay prepaid cards issued in different form factors viz physical or virtual, shall necessarily have Additional Factor of Authentication (AFA) as required for debit cards except in case of prepaid cards issued under PPI-MTS program.

Is RuPay Prepaid Cards accepted online?

RuPay Prepaid Card is accepted at all online sites. Please see the link ( https://www.npci.org.in/rupay-live-members ) for all aggregators live

Do I have to use my PIN for all RuPay Prepaid Card transactions?

Yes, the PIN is required for all ATM and POS (Point of Sale) transactions.

All Ecommerce transactions will be supported by OTP (One time Password) validation, which will be sent to your registered mobile number.

What should I do in case if I have not received my OTP?

Request you to wait as the delivery of OTP depends on the signal strength of your telecom carrier in your current location. Alternatively, if you still do not receive OTP after a considerable amount of time, please click on the “Resend OTP” button. If you continue to face problems with the receipt of OTP (delayed/ non-receipt) please report the same to your bank immediately.

Will this OTP be valid while re-trying the transaction?

The validity of the OTP is decided by the card-issuing bank and varies for different banks.

How long is the OTP valid?

The validity of the OTP is decided by the card-issuing bank and varies for different banks.

What should be done in the case during the cash withdrawal process, cash is not dispensed but the account gets debited for the account?

If in case the cash is not dispensed and the account is debited, the bank generally auto credits the account within 24 hours. In case if the amount is not credited, kindly contact your RuPay prepaid card issuing bank / non-bank issuer.

I did 3 unsuccessful PIN attempts at the POS terminal and the transaction was declined. I remember my PIN now, can I try using the RuPay Prepaid card at the POS or an ATM?

RuPay Prepaid Card is blocked by the issuer for security reasons due to 3 unsuccessful PIN attempts. RuPay cardholder will have to wait till the next day for the card to be auto-unblocked. In case the card is not auto un-blocked, kindly contact your issuer.

How can I know if the transaction through my RuPay Prepaid Card is successful?

Issuers intimate Rupay prepaid cardholders for all successful transaction by sending a SMS notification

How is the information on my RuPay Prepaid Card protected?
  • EMV Chip Card
  • OTP Protection for online transaction
  • ATM PIN protection for POS Transaction
  • RuPay Hologram for card authenticity.
  • FRM protection by NPCI.
Is there any way a customer can come to know quickly whether a fraudulent transaction has taken place using his / her card?

For all RuPay Prepaid Card transactions an alert is sent by your Bank on your registered mobile number. In case if you have not performed a transaction and still received an SMS you may immediately get in touch with your Bank and inform about the same.

How can I handle a fraudulent transaction on my RuPay Prepaid Card?

In the case of fraudulent transactions, the cardholder should inform and raise a dispute with its issuing bank immediately.

What should I do if my RuPay Prepaid Card is lost or stolen?

In the event that you lose your RuPay Prepaid Card, please report the loss to your respective Issuing Bank for blocking the Card

  • By calling the Customer Service
  • Visiting the nearest branch
  • Log on to your Net Banking
What will happen to RuPay Prepaid Card on Expiry? Will I get a new Renewal Card?

Your card will be active till the last day of the month of expiry. For more details, please contact your Issuing Bank.

How do I apply for a Replacement Card? What do I do if I have lost my RuPay Prepaid Card?

Please contact your bank customer service for a replacement prepaid Card. Alternatively, you may also visit your Issuing Bank branch for the issuance of Replacement Card.

In the event you lose your RuPay prepaid card, please report the loss to your Issuing bank to block the card either by calling phone banking service or visiting the nearest bank branch.

What are additional benefits / features on RuPay prepaid cards

As an additional feature, RuPay has more than 1000+ specific programs across wide shopping, dining and other categories

RuPay offers lounge access to its customers, on prepaid cards this is available only if the prepaid issues requests. Lounge access is available basis terms and conditions.

What is the eligibility criterion to avail Personal Accident Insurance cover on my RuPay Card?

Benefits of Insurance will be available to the Cardholders who have performed minimum one successful transaction as under:

Minimum one successful RuPay Card induced financial transaction at any POS/e-com, both Intra and Inter-bank i.e. on-us or off us within 45 days prior to date of accident including accident date of RuPay Cardholder

Does the Personal Accident policy cover natural death, suicide or death due to some illness/disease/pregnancy?

No, Personal Accident policy covers death occurring only due to accidents or accidental injuries which are non- intentional or not self-inflicted

What is the available sum insured under the plan?

Sum insured is upto Rs 2 lakhs for RuPay Prepaid Platinum cardholders

Who can be the beneficiary?

The beneficiary could be nominee on the account of the cardholder or legal heir as per competent court order.

Who is the beneficiary in case there are multiple heirs / beneficiaries?

In case of multiple beneficiaries the claim is settled in the name of heir as per legal heir certificate submitted.

In case the legal heir absolutes his right of claim (i.e. legal heir doesn’t want to claim) we will need the NOC from him/her and the claim can be settled in the name of other beneficiary so nominated.

How do I make a claim?

Please fill the entire documents as per the checklist and submit the same to the Bank / Bank branch where RuPay cardholder has an account.

Whom should I contact in case of a claim?

Please contact RuPay cardholder Bank / Bank branch of which RuPay cardholder has a card for intimating claim.

What are the claim documents to be submitted in case of a claim, whether incident has happened in India or overseas?

For Accidental Death Claims:

  • Claim Form duly completed and signed.
  • Original or Certified copy of Death Certificate.
  • Original or Certified copy of FIR/ Police report giving description of the accident.
  • Original or certified copy of Post Mortem Report along with Chemical Analysis/FSL reports (wherever applicable).
  • Copy of all medical records, if hospitalised
  • Copy of Newspaper cutting, if any.
  • Original CKYC Form with KYC, NEFT documents of Nominee
  • Aadhar copies of Cardholder and Nominee.
  • Declaration from Card Issuing Banks duly signed by authorized signatory and bank stamp specifying that:
  1. Cardholder is holding a RuPay Prepaid card on RuPay issued IIN and mention the 16 digit card number
  2. Compliance of 45 days transaction criteria (to be supported with complete transaction log / account / Card statement of entire 45 days from the bank's system)
  3. Nominee details (including NEFT details) as per bank. Nominee form submitted at the time of account opening*
  4. Brief description of Accident as per FIR translated in English or Hindi.
  5. Bank official's Name and contact details with email ID.

*Additional documents may be requested by TATA AIG based on the case requirement such as Medical Reports, Identity documents, etc.

** If the original claim documents are submitted to any particular General Insurance co., copies of the same duly certified by Branch in-charge of RuPay card issuing bank can be submitted.

In how many days the claims will be settled?

The claims will be settled in ten (10) working days from the date of receiving the complete document set by TATA AIG General Insurance Co. Ltd

In how many days should I intimate about claim?

The intimation should be immediate to TATA AIG General Insurance Co. Ltd or Bank but not later than ninety (90) days of the date of accident. In case where the person is hospitalized (and under critical condition) and is unable to file claim within ninety (90) days of loss/incident such claim cases will be accepted by TATA AIG General Insurance Co. Ltd for investigation and honoured, if all terms under the policy are met as on date of accident.

In how many days should I submit the claim documents?

The claim documents must be submitted within sixty (60) days from the date of claim intimation

In case RuPay Prepaid Cardholder having a Personal Accident policy with another insurance Company, will this Insurance Policy will be an additional cover?

Yes, the policy is a benefit policy and hence it will be an additional cover over the other Personal Accident insurance policies being held by the cardholder.

What do you mean by exclusions?

Exclusions are situations or conditions wherein TATA AIG General Insurance Co. Ltd is not liable to pay the benefits to insured person in the event of accident.

Will I be charged extra if I use my RuPay Prepaid Card for shopping?

There will be no extra charges for shopping using your RuPay Prepaid card.

What are annual subscription fees of RuPay Prepaid card and for what period do annual subscription fees are charged?

Annual subscription fees for a RuPay Prepaid card will depend on the banks. Kindly contact your respective bank for any fees and charges.

What are the charges levied on my RuPay Prepaid Card for transactions at ATM?

Generally, Fee & Charges are mentioned in the Welcome Kit delivered to the customer. Customers can also visit the Bank Branch for knowing the Fee & Charges for the RuPay Prepaid Card.

Prepaid Issuers and Cardholders can visit RBI website for more FAQ’s or you can access the said link - https://m.rbi.org.in/scripts/FS_FAQs.aspx?Id=126&fn=9