Frequently Ask Questions (FAQs)

Registration

Q:   Who can use NBP Mobile Banking / Internet Banking?
A:    Any Active NBP account holder (Conventional or Islamic) having an active NBP ATM / Debit Card and registered Mobile Number can register for Mobile Banking / Internet Banking. If you do not have an active NBP ATM / Debit Card or mobile number registered, please contact your relevant Branch.

Note:

• Any NBP Mobile Banking User can avail Internet Banking service just by using the Mobile App Login Credentials & MPIN
• Any NBP Internet Banking User can avail NBP Mobile Banking service just by using the Internet Banking Login Credentials & MPIN.

Q:   How can I use Mobile Banking / Internet Banking of NBP?
A:    Customer will have to register himself / herself for NBP Mobile Banking / Internet Banking. In case of existing Mobile Banking User, he / she has to login with Mobile App / Internet Banking Valid Credentials.

Q:   How can I get myself registered for NBP Mobile Banking / Internet Banking?           
A:    Customer get himself / herself registered on NBP Mobile Banking / Internet Banking through providing following credentials NBP Debit Card# / ATM Card#, Debit Card / ATM Card PIN, Registered Mobile Number, Email Address, Account# and CNIC#.

Customer can access Internet Banking from NBP Website https://ibanking.nbp.com.pk/login
However, NBP Mobile Banking Application can be downloadable from:

• Android Applications from Google Play Store ®
• Apple Applications from App Store®

Q:   What if my email address is not registered with the bank? Can I still register for NBP Mobile Banking / Internet Banking?
A:    Yes, you can register for NBP Mobile Banking / Internet Banking and you can also register your email address at the time of Mobile Banking / Internet Banking registration, you just need to enter the required details on registration screen of Mobile Banking / Internet Banking along with email address and it will get registered in Bank’s record. However, for updating the registered email address and any other account credentials, user will have to visit respective branch.

Q:   How can I get my email address or mobile number registered /updated in the Bank’s record?
A:    Customer will have to visit the concerned branch, fill form and get his CIF updated for registered email address or mobile number. After update at branch end, customer will have to contact call center through registered / updated mobile number to update the same for Mobile Banking and Internet Banking.

Alternatively, if email address is not registered or empty in NBP records then customer can register his / her email address through Mobile Banking / Internet Banking registration process or he / she can call NBP Call Center +92-21-111-627-627 from registered Mobile Number to get his / her email address registered.

Q:   Do I need to register again on Internet Banking if using Mobile Banking of NBP?
A:    If you are already using NBP Mobile Banking, you don’t need to register again for NBP Internet Banking. You can use same login details which are being used for Mobile Banking to login Internet Banking and vice versa.

Q:   What are NBP Internet Banking requirements for browsers?
A:    NBP Internet Banking has been designed to operate with standard browsers available from time to time. Following are browser requirement for smooth functioning of Internet Banking.

• For Windows Operating System {(Chrome: 67.0.96+), (Firefox: 59.0.2+) Edge: Windows 10 (default)}

• For Mac Operating System (Safari: 11.1.2+)

Q:   On which Mobile Phones operating system, NBP Mobile Banking Application can be used?
A:    NBP Mobile Banking Application will be a native Mobile Application on following platforms:

• Android Phones – Android Version Kit-Kat (4.4) and above
• iPhone – iOS version 9.0. and above

Q:   Can I use NBP Mobile Banking / Internet Banking from outside Pakistan?
A:    You may use NBP Mobile Banking / Internet Banking from anywhere across the globe. All you need is a stable Internet connection.

Q:   Will my Password be shared / stored on System at time of Registration?
A:    No, your password will not be shared/ stored at time of registration. Your password is encrypted with codes for security purpose.

Q:   Are there any charges for using NBP Mobile Banking / Internet Banking?
A:    No, NBP Mobile Banking / Internet Banking is absolutely free. There are no monthly or annual charges.

General

Q:   What is NBP Mobile Banking / Internet Banking?
A:    NBP Mobile Banking / Internet Banking means the online banking services provided through Mobile Application and Web, customers can perform financial & non-financial transactions from their accounts and avail the banking services 24/7 anywhere any time on real time basis.

Q:   Which transactions can be performed through NBP Mobile Banking / Internet Banking?
A:    Following transactions can be performed through NBP Mobile Banking / Internet Banking:

• Check Account Balance
• Get Account Statement (10/30/60/90 days)
• Utility Bills Payments
• Internet Bills Payments
• Education Fee Payments
• Government Payments
• Get Mobile/Air time top ups
• Pay to CNIC transfers (transfer funds to any valid CNIC)
• 1Bill Payments (including credit card)
• Perform IBT (NBP to NBP Fund Transfer)
• Perform IBFT (NBP to Other Bank Fund Transfer)
• Beneficiary Management
• Multiple Account Addition
• UPI Virtual Card Issuance (Available on NBP Mobile App Only)
• QR Payments through UPI Virtual Card (Available on NBP Mobile App Only)
• NFC Payments through UPI Virtual Card (for NBP Mobile App - Android Users Only)
• Biometric Touch/Face ID Login (Available on NBP Mobile App Only)
• Consumer Presented QR (Available on NBP Mobile App Only)

Q:   If I make payment of Utility Bill, CNIC Transfer or perform IBT / IBFT using NBP Mobile Banking / Internet Banking, when will my account get debited and when will payment to the beneficiary be made?
A:    Unless any error message is notified while making any transaction, your account will instantly get debited and beneficiary’s account will be credited in real time (at the same time).

Q:   How will I get transaction confirmation?
A:    Successful transaction message will be generated at User’s Screen. Besides this, confirmation notification will be sent to your registered mobile and email address. Also you can check e-Transaction Receipt for status of transaction.

Q:   Are the transactions made using NBP Mobile Banking / Internet Banking safe and secure?
A:    To secure your accounts and transactions while using NBP Mobile Banking / Internet Banking, NBP has ensured high level protection in terms of hardware, software, SSL certificate, Firewalls and other Security software and no financial transaction can be executed without MPIN, which will be created by customer himself.

Q:   What are the timings during which I can use NBP Mobile Banking / Internet Banking service?
A:    You can use NBP Mobile Banking / Internet Banking any time you want. This service is available 24/7.

Q:   Where will I contact to raise any complaint related to transactions?
A:    You can call NBP Help Line: +92-21-111-627-627 and get your complaint registered for resolution.

Q:   From where can I get information about NBP Mobile Banking / Internet Banking?
A:    For any further query please call NBP Help Line: +92-21-111-627-627 or visit NBP Website.

Q:   What should I do, if my Mobile Phone is lost / snatched?
A:    Call NBP Help Line: +92-021-111-627-627 to get your Mobile Banking User ID blocked /de-activated. You can get your User ID blocked /de-activated either temporarily or permanently.

Q:   How can I take Screenshot of Mobile App transaction details?
A:    Simply go to Hamburger option and tap on E-Transaction Receipts. Select required transaction details and tap on Take Screenshot option to save screenshot of the transaction in your mobile.

One Time Password (OTP)

Q:   What is OTP?
A:    OTP (One Time Password) is a system generated alphanumeric code which is sent on the registered email address and mobile number of the account holder for validation of the customer. OTP is an additional security measure put in place to protect customer’s accounts. OTP is confidential and should not be shared with anyone even with NBP Branch / Call Center staff.

Q:   What is the validity of each OTP?
A:    OTP will be valid for 5 minutes from the time of generation.

Q:   What are the charges of OTP SMS?
A:    The Bank does not charge customers for receiving OTPs. This service is absolutely free.

Q:   Can one OTP be used multiple times?
A:    No. OTP is system generated one-time password and can only be used once to ensure security of customers.

Forgot Password

Q:   What should I do if I forgot my password?
A:    Customer may reset his / her password by using the “Forgot Password” option available on NBP Mobile Banking Application / Internet Banking. System generated One Time password will be send on the registered email (1st Part) and registered mobile number (2nd Part) of the customer, which will enable customer to re-set his / her password. Customer must enter both (1st Part & 2nd Part) combined to login and then to set new password accordingly.

Q:   How can I unlock my User ID in case of multiple wrong attempts?
A:    You can unlock User ID by using “forgot Password” option on screen.

Transaction Limits & Charges

Q:   Are the limits for NBP Mobile Banking / Internet Banking separate?
A:    No, limit is not separate. In case limit is expired in any one of the channel, user cannot exceed limit from any other channel except ATM and Branches.

Q:   What are the payment limits on NBP Mobile Banking / Internet Banking?
A:    Daily transaction limits are provided in below table

Q:   What are the charges if I make any transaction using NBP Mobile Banking / Internet Banking?
A:    Transactions are free of service charges except Inter Bank Fund Transfer (fund transfer to other banks) & Pay to CNIC Transfers.
Service Charges of Rs. 50/- (exclusive of Sales Tax / FED) will be charged for Inter Bank Funds Transfer (IBFT). However, charges on Pay to CNIC Transfer slab wise as per below table:

Moreover, for further details, please refer to NBP Schedule of Charges.

Beneficiary Management

Q:   What is the purpose of Beneficiary Addition and how can we use it?
A:    For financial transactions like Bill Payment, Air Time Top Up, Funds Transfer and IBFT, it is an additional feature for customer to add beneficiary and authenticate the addition through MPIN. By adding beneficiary, customer will not have to provide all the credentials of beneficiary again while making transaction to the same beneficiary in future. Customer can add & delete beneficiary depending on his / her requirement.

Q.   How to add Beneficiary on NBP Mobile Banking / Internet Banking?
A:    After Login, user will go to Beneficiary Management option, and selects transaction type & enters required details of Beneficiary then press submit button, user will then enter MPIN for successful addition of beneficiary.

Q:   Is there any limit on number of beneficiaries for Beneficiary Addition?
A:    No, there is no limit on number of beneficiaries.

Q.   What is the difference between Beneficiary and Non-Beneficiary transactions?
A:    For added beneficiaries, user does not need to enter beneficiary details & MPIN again and can proceed for transactions by just selecting the beneficiary. Whereas, for non-beneficiary transactions, user need to enter all details of beneficiary and MPIN to make a transaction.

Q.   Is there any transaction for which Beneficiary Management is not applicable?
A:    Yes, Beneficiary can be defined against all transactions except CNIC Transfers.

Blocking & Unblocking of Mobile Banking Application / Internet Banking ID

Q:   What should I do if someone gets to know my login details?
A:    You should call NBP Help Line: +92-21-111-627-627 and get the NBP Mobile Banking & Internet Banking blocked on immediate basis. Please note that your NBP Mobile Banking & Internet Banking will also be blocked for security reasons and vice versa.

Q:   How can I get my NBP Mobile Banking / Internet Banking Blocked?
A:    You can call NBP Help Line: +92-21-111-627-627 and get the get the NBP Mobile Banking / Internet Banking blocked on immediate basis. Please note that your NBP Mobile Banking & Internet Banking will also be blocked for security reasons and vice versa.

Q:   Will I be able to use NBP Mobile Banking / Internet Banking again after Deactivation/Blocking of Internet Banking ID?
A:    Yes, you can use NBP Mobile Banking / Internet Banking after de-activation / blocking of ID. In case you have temporarily blocked your ID, call NBP Helpline to activate your ID. And if the ID was permanently blocked, you need to register again for NBP Mobile Banking & Internet Banking

Please note that on receiving of re-activation request of Mobile Banking Application, Internet Banking channel will be reactivated too and vice versa

Pay to CNIC Transfers

Q:   What is Pay to CNIC transfers?
A: “Pay to CNIC” transfer enables NBP account holders (Conventional or Islamic) to send funds through NBP Mobile Banking / Internet Banking on any individual’s valid CNIC instantly, and beneficiary will receive the funds from authorized NBP branchless banking agents-JazzCash nationwide by just verifying Transaction ID (TID) & CNIC sent through SMS & performing Biometric NADRA verification at the agent shop.

Q:   Who can transfer funds via Pay to CNIC?
A:    Any NBP Mobile Banking / Internet Banking User can send funds through Pay to CNIC.

Q:   On which Channel customer can transfer money through Pay to CNIC?
A:    Customer can transfer money through “JAZZCASH”-NBP Benchless Banking agent for Pay to CNIC transactions.

Q:   Does a customer need to have beneficiary mobile phone and CNIC to transfer funds through Pay to CNIC?
A:    Yes, customer should provide Beneficiary’s valid NADRA CNIC number & active mobile number to transfer funds through Pay to CNIC; Beneficiary will receive SMS notification which will contain the transaction ID (TID) that will be used for receiving the funds from “JAZZCASH”.

Q:   Will the Beneficiary get any notification for Pay to CNIC transaction?
A:    SMS notification will be sent to the Beneficiary at the time of fund transfer request is made by the sender.

Q:   How can Beneficiary receive funds transferred through pay to CNIC?
A:    Beneficiary can receive funds from any JAZZCASH Biometric enabled retailer by performing Biometric verification.

Q:   How long does money transfer transaction take? How long the receiver does have to wait after the sender sends the money?
A:    Funds are transferred instantly.

Q:   Is there any limit on number of transactions for Pay to CNIC?
A:    There is no limit on the number of transactions.

Q:   Is there any limit on amount that customer can transfer through Pay to CNIC?
A:    Customer can transfer Rs. 50,000/- per day.

Q:   Is there any limit on amount that Beneficiary can receive?
A:    Beneficiary can receive Rs. 50,000/- per month from single channel (at the moment this service only available on JazzCash)

Q:   What if a beneficiary has an expired CNIC?
A:    Beneficiary cannot withdraw money if CNIC is expired.

Q:   What if Beneficiary does not receive SMS of pay to CNIC transfers?
A:    Customer will have to call NBP call center to get the transaction ID.

Q:   What if Customer transferred money on wrong beneficiary CNIC?
A:    Customer will have to lodge a complaint at NBP helpline for the reversal. NBP will only reverse amount if it is uncollected by beneficiary otherwise NBP does not bear any responsibility of loss.

Q:   What if Customer enters wrong beneficiary mobile number?
A:    Customer will have to call NBP call center to get the transaction ID and will have to provide same to beneficiary. Alternatively, customer will have to lodge a complaint at NBP helpline for the reversal. NBP will only reverse amount if it is uncollected by beneficiary otherwise NBP does not bear any responsibility of loss.

Q:   Is there any time limit for beneficiary to receive funds sent through Pay to CNIC?
A:    Beneficiary must collect the funds within 180 days. As per regulations, all transaction uncollected for longer than 180 days will be blocked.

Q:   How can customer claim funds which are uncollected for any reason?
A:    Customer will lodge a complaint at NBP Helpline on 021-111-627-627 for reversal of funds.

1 Bill Payment (Credit Card Payments)

Q:   Can I pay my Credit Card bill through NBP Mobile Banking / Internet Banking?
A:    Yes, you can pay credit card bills through NBP Mobile Banking / Internet Banking from 1Bill Credit Card Bills-Payments section.

Q:   How can I pay my Credit Card bill through NBP Mobile Banking / Internet Banking?
A:

• Customer will log on to NBP Mobile Banking / Internet Banking, go to payments section > tap 1Bill Credit Card Bills
• Select account (Payment From) from which a user wants to pay bill
• Provide consumer number (Payment To)
• Input Transaction Amount> tap on submit
• Enter MPIN on App screen and press submit
• Successful transaction message will appear on screen

Q:   Which information is required to pay Credit Card bill?
A:    You just need to have credit card number to pay credit card bill.

Q:   Can I make partial payments for credit card bill?
A:    Yes, you can make partial payment, full payment or above the bill payment amount as per your choice.

Q:   Which banks are enabled for Credit Card Payments through NBP Mobile Banking / Internet Banking? 
A:    User can pay credit card bill payment for the following Banks:

• Faysal Bank Limited
• Bank Alfalah Limited
• United Bank Limited
• Silk Bank
• JS Bank
• Habib Bank Limited
• Askari Commercial Bank Limited
• Allied Bank Limited
• Muslim commercial Bank.
• Standard Chartered Bank (SCB)

MPIN Management

Q:   What is MPIN?
A:    MPIN is the Mobile Banking Personal Identification Number which is Customer generated four (04) digits code used for making financial and non-financial transactions.

Q:   What is the use of MPIN?
A:    MPIN is used to validate the financial transactions and non-financial transactions such as Beneficiary Addition and fund transfers transactions.

Q:   How can customer generate MPIN?
A:    NBP Mobile Banking / Internet Banking will ask Customer to generate MPIN when customer login first time after the registration.
Q:   How can I recover MPIN if I forgot my MPIN?
A:    User can access MPIN Management section from hamburger menu of NBP Mobile Banking / Internet Banking and select Forgot MPIN to reset the new MPIN.
Q:   Can I change my MPIN?
A:    Yes, you can change your MPIN whenever you want. Access MPIN Management section from hamburger menu of NBP Mobile Banking / Internet Banking and select change MPIN to reset the new MPIN.

Q:   Do I need to create MPIN for Internet Banking if I am an existing NBP Digital Mobile App User?
A:    No, Like User credentials, MPIN for NBP Internet Banking is same as being created for NBP Mobile Banking Application and vice versa.

Multiple Account Addition

Q:   What is ‘Multiple Account’ addition?
A:    Multiple Account addition is the feature to enable NBP Mobile Banking / Internet Banking users to link/add their multiple/other accounts with NBP Mobile Banking / Internet Banking. Users will be able to perform all the transactions which are available on NBP Mobile Banking / Internet Banking Channel through added multiple accounts.

Q:   How to add multiple accounts?
A:    User can access My Accounts Section from NBP Mobile Banking / Internet Banking home screen and select Add Multiple Account option to add the accounts by providing required account details.

Q:   Can customer add Islamic account and/or conventional account in multiple account addition option?
A:    Yes, customer can add both Islamic and conventional account at the same time and can access both accounts respectively.

Q:   What is ‘Default Account’?
A:    Default Account means the account which will be automatically selected for making transactions instead of asking customer every time before proceeding for transaction in case customer is using multiple accounts on NBP Mobile Banking / Internet Banking.

Q:   Can customer set any account as a default account for making transactions?
A:    Yes, customer can select any account as a default account for making transactions.
               
Q:   How to set account as a default account?
A:    User can access My Accounts Section from NBP Mobile Banking / Internet Banking home screen and select Default Account option to set the account as default account.

Q:   What own Account Types I can add to NBP Digital Mobile Banking Application / NBP Internet Banking?
A:    Customer can add only his individual or Joint Account (Either or Survivor) only.

Fund Transfers (IBT/IBFT)

Q:   What is IBT?
A:    IBT is Inter / intra branch transfer, it means to transfer funds from your NBP account to beneficiary’s NBP account. For making IBT transactions you and your beneficiary both should have NBP Account regardless of branch.

Q:   Can I transfer funds from my conventional account to Islamic account & vice versa through NBP Mobile Banking / Internet Banking?
A:    Yes, you can make conventional account to Islamic account fund transfer & vice versa through NBP Mobile Banking / Internet Banking.

Q:   What information do I need to have to make fund transfer transaction over IBT on NBP Mobile Banking / Internet Banking?
A:    You will be required to provide following information for IBT:

• Beneficiary’s Bank Account Number (14 Digits)
• Purpose of Payment
• Amount to be transferred

Q:   What is IBFT?
A:    IBFT is ‘Inter Bank Fund Transfer’, it means to transfer funds from your NBP account to any other bank account of beneficiary.

Q:   What information do I need to have to make fund transfer transaction over IBFT on NBP Mobile Banking / Internet Banking?
A:    You will be required to provide following information for IBFT:

• Beneficiary’s Bank Name
• Beneficiary’s Bank Account Number
• Purpose of Payment
• Amount to be transferred

Q:   Is there any specific format of Account Number for Online Fund Transfers and from where can I confirm correct format of account number?
A:    Yes, it’s a combination of branch and account number. You can easily find it on NBP Mobile Banking / Internet Banking fund transfer screen with information circle provided on input of account number field.

Bill Payments

Q:   Which categories of Bills I can pay using NBP Mobile Banking / Internet Banking?
A:    Bills of following can be paid using NBP Mobile Banking / Internet Banking:

• Utility Bills
• Mobile/Air time top ups
• Credit Card Bill Payments
• Internet Bills
• Education Fee
• Government Payments
• Insurance Payments

And others added by Bank time to time.

Q:   What is Consumer Number?
A:  It’s an individual number allotted by the Bill Payment Company to their customers for making bill payments.

Q:   Where can I find my Consumer Number?
A:    You can check your consumer number on the bill/voucher provided by Bill Payment Company.

Q:   How to make Bill Payments?
A:    You can access Payments section from home screen of NBP Mobile Banking / Internet Banking then select your company & provide consumer number to make payment.

Q:   How long will it take for the payment to be received by the bill payment company?
A:    Payment will be made instantly.

Device Verification / Binding

Q:   What is device verification in Internet & Mobile Banking?
A:    Every time a user login to NBP Mobile Banking / Internet Banking, system will send one-time password (OTP) to user’s registered mobile number & email address & will ask customer to enter the OTP on NBP Mobile Banking / Internet Banking device verification screen to validate the user, it adds an extra layer of security for users.

However, for Mobile Banking Application customer can bind trusted device by verifying it and can skip the process of verifying device every time a user login for Mobile Banking Application.

Q:  What if I want to change my trusted / registered device?
A:    Option of “Remove this Device” is available in hamburger menu, customer may remove the already bind device from the option.

Q:  How many devices I can bind with my user ID?
A.    User can only bind one device at a time. In case if user select another device as trusted device, previous bind device will automatically be removed.

Biometric / Touch ID Login-Mobile Banking Application

Q:   What is Biometric / Touch ID login?
A:    It’s a fingerprint feature available in NBP Mobile Banking Application; customer can use it as an alternative of User ID & password to login to NBP Mobile Banking Application.

Q:   Do I need to register for Biometric / Touch ID login?
A:    Yes, customer must get himself registered / configure Biometric /Touch ID login through NBP Mobile Banking Application.

Q:   How to register for Biometric / Touch ID login?
A:   

Step 1: Tap on “Configure” icon available on the mobile app screen
Step 2: Select “Enable” touch ID
Step 3: Insert user name & password
Step 4: Accept T&Cs
Step 5: Press “Login”
Step 6: Place a finger on scanner.

Q:   Is Biometric / Touch ID login a safer option to use?
A:    Yes, it is safer and convenient option to use as fingerprints recognition are not possible to replicate, once fingerprint recognition authentication is enabled to login NBP Mobile Banking, any fingerprint recognition stored on this device can be used to access NBP Mobile Banking. NBP don’t recommend using fingerprint authentication if you share your device with any person or other persons have their fingerprints recognition stored on your device.

Q:   What are the charges of using Biometric /Touch ID login?
A:    Biometric / Touch ID login feature is free for NBP customers.

Q:   Can I disable Biometric / Touch ID login service?
A:    Yes, you can disable the service through NBP Mobile Banking.

Q: How to disable Biometric / Touch ID login service?
A:    Step 1: Tap on “Configure” icon available on the mobile app main screen
Step 2: Select “Disable” touch ID

Once fingerprint recognition authentication is disabled, you will require your username and password to login to NBP Mobile Banking.

Q:   Is there any specific device required to use Biometric / Touch ID login?
A:    Android & iOS users can use Biometric / Touch ID login option on fingerprint Recognition supported device.

Q:   What if I have someone else fingerprints registered on my device?
A:    NBP do not recommend using fingerprint authentication if you share your device with any person or other persons have their fingerprints stored on your device.

Q:   What if I do not have Biometric / Touch ID supported device?
A:    In such case, you can still download the application, but Touch ID Login service will not be available, and you can login by entering User ID & password

Q:   How many devices I can register for the Touch ID Login service?
A:    You can register devices as many as you wish to.

Q:   Can I use my login credentials Biometric / Touch ID login at the same time?
A:    To login only one testimonial is required either User Name & Password or fingerprint recognition however both can be used as per customer convenience.
Q:   Are my fingerprints Recognition stored in NBP Mobile Banking Application?
A:    No, NBP Mobile Banking Application only access fingerprints from the device and does not store your fingerprints or in the app or server.

Virtual Card Issuance & QR / NFC Payments-Mobile Banking Application

Q:   What is Virtual Card?
A:    Virtual card which is also known as Digital Card created for e-commerce& POS transactions. It provides an easy & secure way of transacting without providing the primary card to the merchant. Using NBP virtual card service through mobile app (NBP Digital) our customers can make payments to merchants for their online & physical purchases through QRC payments anywhere any time on real time basis. This virtual card is powered by UPI (Union Pay International) and work on UPI accepted merchants.

Q:   Who can avail virtual card service?
A:    All customers using NBP Mobile Banking Application can avail the service of virtual card.

Q:   How can I activate / issue / provision virtual card?
A:    Following are the ways:

• Once the customer install / update app successfully, he will be asked if he wants to add virtual card, if customer selects option “Yes” he will be asked to agree on Terms & conditions and if customer agree then it will send 6 digit OTP to customer registered Mobile number, after which customer has to enter OTP and set Virtual card PIN to make QR or e-commerce transactions. If customer disagree the Terms & Conditions, then it will re-direct customer to home screen.

• Alternate option to add virtual card is available in Hamburger Menu and Card Management tab.

Q:   How does virtual card work?
A:    A virtual card is similar to a normal physical debit card except it doesn't exist physically.
Both cards have their different card numbers and act as authenticating tools while making transactions.

Q:   Is my virtual card an international card?
A:    Yes, you can use it locally and internationally.

Q:   Can I use my virtual card for payment in a currency other than Pakistani rupees?
A:    Yes, but it will reflect in account after conversion in Pakistani rupees.

Q:   Can I use same virtual card on other device?
A:    Yes, you have to add a virtual card for every other device with different PIN.

Q:   What are the benefits of using Virtual Card?
A:    It is Safer, Easier & Convenient to use. You don’t need to carry physical card if you are using a virtual card.

Q:   Are the transactions made using virtual card safe and secure?
A:    To secure your accounts and transactions while using NBP Mobile Banking, NBP has ensured high level protection in terms of hardware, software, SSL certificate, Firewalls and other Security software and no financial transaction can be executed without Card PIN (which is created at the time of generating / adding a card).

Q:   Can I change my Virtual Card PIN?
A:    Yes, you can easily change your Virtual card PIN through Mobile App.

Q:   What should I do if I forget my Card PIN?
A:    You can easily set your new PIN through App.
Go to hamburger menu > Virtual Card > Card Operations > View Card > Forgot PIN.

Q:   What is QRC?
A:    A QR code (quick response code) is a type of 2D bar code that is used to provide easy access to information through a smartphone. You just need to scan the code and information of merchant appears on your app screen.

Q:   How many types of QR Code are there?
A:    There are two types of QR Code

• Dynamic QR Code (All details of merchant are fetched including amount of transaction)
• Static QR Code (All details of merchant are fetched excluding amount of transaction and customer have to put amount manually while making payment)

Q:   What is NFC Payment?
A:    Near Field Communication (NFC) Payment, a mode which will enable NBP Customers to pay by tapping mobile against NFC Enabled POS. It is mandatory for customer to have NFC enabled Mobile Phones.

Q:   How can I use my virtual card for QRC Payment?
A:    Following are the steps for QRC payment     

• Customer will login app, go to payments menu > tap merchant payments> Pay
• Select card from which to pay
• Select option of QR payment
• Customer Scans QR Code
• Transaction details will be displayed; customer have to enter PIN (generated/set at time of adding a card)
• Press “submit” button
• Successful transaction message appears on screen

Q:   How can I use my virtual card for NFC Payment (Without login in Mobile App)?
A:    Following are the steps for NFC Payment without login in Mobile App

• Customer tap the mobile on NFC POS
• Enter PIN (generated at time of adding card)
• Customer again tap the mobile on NFC POS
• Successful transaction message appears on screen

Q:   How can I use my virtual card for NFC Payment (With login Mobile App)?
A:    Following are the steps for NFC Payment with login Mobile App

• Customer will login app, go to app menu >tap merchant payments> Pay
• Select card from which to pay
• Select option of NFC payment i.e. “Tap& Pay”
• Enter PIN (generated at time of adding card)
• Customer tap the mobile on NFC POS
• Successful transaction message appears on screen

Q:   Are there any service charges for using NFC & QR payment?
A:    For International POS Transactions, NBP will charge 3% of transaction amount as service charges. In local POS transaction, there are no service charges. Tax will be applicable as per the tax rule.

Q:   If I make payment (QR or NFC), when will my account get debited and when will payment to the beneficiary be made?
A:    Unless any error message is notified while making any transaction, your account will instantly get debited and beneficiary’s account will be credited in real time (at the same time).

Q:   How can I temporary block / de-activate the virtual card on a single device or multiple devices if I don’t want to use it?
A:    For Single Mobile Device below steps to be followed

• Customer will login app, go to app hamburger menu > Virtual card
• Select view card option then select the required card
• Customer click on Pointer/Button
• Mobile app screen will display Card from Active to Deactivate Status

From Multiple Mobile Devices, you can contact call center and get your virtual card deactivated from all devices.

Q:   How can I delete virtual card from a single device or multiple devices, if I don’t want to use it?
A:    For Single Mobile Device below steps to be followed

• Customer will login app, go to app hamburger menu > Virtual card > card operations >
• Select view card option then select the required card
• Select “Delete Card” option to delete card from device.

From Multiple Mobile Devices, you can contact call center and get your virtual card deleted from all devices.

Q:   Is there any limit for payment through Virtual Card?
A:    Daily transaction limit for virtual card is PKR 100,000/day and per transaction limit is PKR 25,000/ regardless of local or international transaction.

Q:   Can I do multiple purchases with my virtual card?
A:    Yes, you can do multiple purchases within the specified amount limit.

Q:  How can I view the POS transactions done on the card?
A:  You can view the details of transaction through Account statement/E-Receipt option available in App.

Q:   What if I want to add more than one virtual card from other added account?
A.    User can only add / issue one virtual card against account number which was input at the time of registration, user cannot add more than one virtual card or virtual card from another tagged / added account.

Huawei Pay-Virtual Card Linking

Q:   Will I be able to add my Virtual Card in another App for payments?
A:    Yes, you can add or link your virtual card in Huawei Pay Wallet App in Huawei & Honor Phones. NBP Virtual Card Holders can bind their NBP UPI Virtual Card with Huawei Pay Wallet Application. Users will have an additional channel to use its already issued UPI Virtual Card on Huawei Pay Wallet Application to make transactions.  

Q:   What is Huawei Wallet Pay?
A:    Huawei Wallet Pay is a mobile payment service launched by Huawei in 2016. Through this wallet application, after adding a bank card, users can make payments by tapping their NFC-capable phones against a contactless payment terminal or card reader. Huawei Pay makes payments secure and convenient. It uses a device-specific number known as a token instead of bank card number to handle transactions. Bank card number is not stored on mobile device or on Huawei Pay servers, and is not shared with merchants.

Q:   From where I can download Huawei Pay Wallet App?
A:    You can download Huawei Wallet App from Huawei App Gallery from your Huawei or Honor mobile phones.

Q:   Are there any addition charges on Huawei Pay?
A:    No additional charges on transactions performed through Huawei Pay Wallet Application. Whereas charges for international QR and NFC / Tap & Pay will remain same as mentioned above.

Q:   Where I can use Huawei Pay?
A:    You can use Huawei Pay in Pakistan and outside Pakistan as well.

Q:   On which Handsets Huawei Pay Wallet App will work?
A:    Huawei Pay Wallet App and its QR Payments will work on all Huawei and Honor Phones in Pakistan, but for NFC / Tap & Pay transactions, it will only work on mobile phones which have NFC feature available in a device.

Q:   How can I add my Virtual Card in Huawei Pay Wallet App?
A:    Following are the steps to add Virtual card in Huawei Pay:

• Download Huawei Wallet app from Huawei App Gallery or Play Store from Huawei Phone
• Login on Huawei Pay Wallet App with valid credentials.
• User select add a bank card option and enters his/her “NBP UPI Virtual Card number” in Huawei Pay Wallet App
• User tap on “Agree” button for Terms & Conditions
• User enters registered Mobile Number.
• User extracts OTP from SMS received from NBP and enters the same on Huawei Pay to link a card.

Q:   What financial transactions I can perform through Huawei Pay?
A:    User can perform following financial transactions:

• Merchant presented QR payment (Local & International)
• Consumer presented QR payment (Local & International)
• Tap to Pay / NFC Payments (Local & International)

Q:   What Non-financial transactions I can perform through Huawei Pay?
A:    User can perform following Non-financial transactions:

• Addition of NBP UPI Virtual Card in Huawei Pay Wallet App
• Create Payment PIN
• Change Payment PIN
• Forgot Payment PIN
• Remove NBP UPI Virtual Card from Huawei Wallet

Shariah Restrictions

Q:   What are the Shariah related restrictions on NBP Mobile Banking / Internet Banking Transaction?
A:    NBP Mobile Banking Application / Internet Banking shall not be used as payment for Shariah prohibited product(s). In this regard, Bank has right to block the NBP Mobile Banking Application / Internet Banking immediately if transaction is executed for Shariah prohibited product(s). Further,

• No overdraft facility is allowed.
• Only takaful products should be processed for payments.
• Only Shariah Compliant Investment Products should be processed for payments.
• School/Education payments should not be processed with late fee charges.

Q:   What are the prohibited merchants/products?
A:    NBP Mobile Banking Application / Internet Banking shall not be used as payment for following Shariah prohibited merchant(s)/product(s). However, list of prohibited merchant(s)/product(s) will be updated on bank’s website from time to time.