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Q: What is NBP Mobile Banking Application?
A: NBP introduces yet another set of services to bring convenience for its customers. Using NBP Mobile Banking Application our customers may utilize following services anywhere any time on real time basis:

  • Make payment of Utility Bills
  • Get Mobile/Air time top ups
  • Perform IBT
  • Perform IBFT
  • Make A/C inquiries
  • Get A/C Statement (30/60/90 days)
  • Government Payment
  • UPI Virtual Card Issuance
  • QR Payments through UPI Virtual Card
  • NFC Payments through UPI Virtual Card (*Only for Android Users)
  • Pay to CNIC transfers
  • Biometric Touch ID

Q: Who can use NBP Mobile Banking Application?
A: Any NBP Conventional Account holder having an active NBP EMV Debit Card/ ATM Card can register for this service. If you do not have an active NBP EMV Debit Card/ ATM Card, please contact your relevant Branch.

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

  • Android Phones – Android Version Gingerbread (2.3-2.7) and above
  • IPhone – iOS version 7.1.2 and above

Q: How can customer get/download NBP Mobile Banking Application?
A: NBP Mobile Banking Application will be downloadable from:

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

Q: How much would it cost customer to download NBP Mobile Banking Application?
A: NBP Mobile Banking Application can be downloaded & installed for FREE. However the mobile service provider may charge you for mobile data/internet connection.

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

Q: How can I get myself registered for NBP Mobile Banking Application?
A: Customer will download app from App Store or Play Store, install the same and get himself / herself registered through providing following credentials NBP EMV Debit Card#/ATM Card#, Debit Card/ATM Card PIN, Registered Mobile Number, Email Address, Account# and CNIC#.

Q: What is OTP?
A: OTP (One Time Password) which is sent on the registered email id and mobile number of the A/C holder for validation of the customer during registration process. OTP is an additional security measure put in place to protect customer’s A/Cs. OTP is confidential and should not be shared with anyone even with NBP Branch/Call Center staff.

Q: How many types of OTP?
A: There are Three (03) types of OTPs;

  • One is used for non-financial transactions i.e. Registration, Forgot Password and Beneficiary Management which is in two parts; First part is received on registered email and Second part is received on registered mobile number. Length of OTP is 5 digits each for Registration and forgot password and 3 digits each for Beneficiary Management.
  • Other one is used for financial transactions (IBT, IBFT, Bill Payment & Pay to CNIC). It comprises of 6-digit numbers sent on registered email address.
  • Another 6-digit non-financial OTP used to add a virtual card in a mobile device.

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

Q: What are the charges if I make any transaction using NBP Mobile Banking Application?
A: Service Charges of Rs. 50/- (exclusive of Sales Tax / FED) will be charged for Inter Bank Funds Transfer (IBFT) only in this phase. In addition to IBFT, there are charges on Pay2CNIC Transfer slab wise as per below table:

Slab Start

Slab End

Service Tariff

1

1,000

44.00

1,001

2,500

88.00

2,501

4,000

132.00

4,001

6,000

176.00

6,001

8,000

220.00

8,001

10,000

264.00

10,001

13,000

308.00

13,001

16,000

352.00

16,001

20,000

418.00

20,001

25,000

484.00

25,001

30,000

552.00

30,001

40,000

618.00

40,001

50,000

684.00

 

 

 

 

 

 

 

 

Moreover, for further details, please refer to Bank’s Schedule of Charges.

Q: How can I get my email address or mobile number registered 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. Alternatively, if email address is not registered or empty in NBP records then customer can register his/her email address through mobile app registration process.


Q: How can I get my email address and mobile number updated after mobile app registration in the Bank’s record?
A: Customer will have to visit the concerned branch, fill form and get his details updated for change of registered email address or mobile number. After update at branch end, customer will have to contact call center to update the same for mobile app.

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

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

Q: Are the transactions made using NBP Mobile Banking Application safe and secure?
A: To secure your accounts and transactions while using NBP Mobile Application, 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 OTP, which will only be accessed from registered email address.

Q: What are the timings during which I can use this service?
A: You can use this service any time you want. This service is available 24*7.

Q: How can I get my Mobile Banking Application Blocked?
A: You can call NBP Help Line: +92-111-627-627 and get the Mobile Banking Application blocked on immediate basis.

Q: Where I will contact to raise any complaint related to transactions?
A: You can call NBP Help Line: +92-021-111-627-627 and get your complaint registered for resolution.
Q: From where can I get information about NBP Mobile Application?
A: From NBP Website, NBP Call Center/Help Line: +92-021-111-627-627, and from FAQs by downloading Mobile App (NBP Digital) from Play/App Store.

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 by providing required information and will authenticate the addition through OTP. Customer can add / delete beneficiary depending on his / her requirement.

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

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

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: 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 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: Who can avail virtual card service?
A:  All customers using NBP Digital 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 T&Cs 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 T&Cs 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 can I use my virtual card for QRC Payment?
A:         

  • 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: 

  • 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: 

  • 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: 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 Pak rupee.

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

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

Q: What is Pay to CNIC transfers?
A: Pay to CNIC” transfers will allow NBP account holders to send funds through NBP Digital on any individual’s valid CNIC instantly and beneficiary will receive the funds from authorized branchless banking agents nationwide by just verifying “TID” & CNIC sent through SMS by performing Biometric Nadra verification at the agent shop.

Q: Does a customer need to register to avail Pay to CNIC service?
A: No, Customer should have registered himself on Mobile Banking Application I.e. NBP Digital and have valid/active USER ID.

Q: Who can transfer funds via Pay to CNIC?
A: Any person can transfer funds having active account maintained at NBP and have valid/active User ID of NBP Digital.

Q: On which Channel customer can transfer money for pay to CNIC?
A: NBP Digital customer can transfer money through “JAZZCASH”.

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) which will be used for receiving the funds from “JAZZCASH”

Q: Will the customer get any notification after the transaction of Pay to CNIC?
A: SMS notifications will be sent to the sender when the fund transfer request is made.

Q: Is there any limit on number of transactions through pay to CNIC for customers?
A: There is no limit on the number of transactions per month.

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

Q: Will the Beneficiary get any notification of 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. The JazzCash retailers will provide a stamped, signed transaction receipt to receiver with the sender and receiver’s CNICs and transaction details. The customers must not leave the JazzCash retailer’s premises without collecting the receipt.

Q: Is there any limit on amount that Beneficiary can receive?
A: Beneficiary can receive Rs. 50,000/- per month from single channel.

Q: Is there a time limit for a customer to receive a money transfer transaction?
A: The receiving customer must collect the transaction within 180 days. As per regulations, all transaction uncollected for longer than 180 days will be blocked.

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

Q: What if Customer transferred money on wrong beneficiary CNIC?
A: Customer will have to call NBP call center to correct the beneficiary CNIC at Jazzcash end or reverse the transaction.

Q: What if Customer transferred money on wrong beneficiary mobile number?
A: Customer will have to call NBP call center to update the correct beneficiary mobile number at Jazzcash or reverse the transaction.

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 is biometric/Touch ID login?
A: It’s a fingerprint feature available in NBP Digital; customer can use it as an alternative of User ID & password to login to NBP Digital.
 
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 Digital.

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 Digital, any fingerprint recognition stored on this device can be used to access NBP Digital. 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 Digital.

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 Digital.

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 don’t 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 Digital app?
A: No, NBP Digital only access fingerprints from the device & does not store your fingerprints or in the app or server.

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 deactivated/Blocked. 
You can get your User ID Blocked/Deactivated either temporarily or permanently.

Q: Will I be able to use NBP Mobile App again after Deactivation/Blocking of ID?
A:  Yes, you can use NBP Digital after deactivation/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 Digital.


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