Account related query (FAQ)

I. Pre-Paid Instruments – Customer Education

1. What are Pre-Paid Instruments (PPI’s)?

PPI’s are a method of payment (instrument) that facilitate (a) purchase of goods and services, including financial services, (b) remittances, (c) funds transfers, etc., against the value stored in / on such instruments.
  • ‘minimum-KYC’ PPI can be held for a maximum period of 24 months only. The 24 months shall be counted from the day of opening such a PPI.
  • Within this period of 24 months, it must be converted into a full-KYC PPI, failing which no further credit in such PPI shall be allowed.
  • However, the PPI holder shall be allowed to use the available balance.
  • Example: All such PPI’s existing as on February 28th 2018, shall have to be converted into full-KYC PPI by February 29th 2020.
Reissue of such PPIs using the same mobile number and same minimum details is not allowed.

II. airpay Pre-Paid Cards – Usage, Security, and Limits

  • The airpay Pre-Paid Card is a Rupee denominated Pre-Paid card which offers an easy, convenient & secured mode of payment.
  • This card is issued in association with Transcorp and is powered by RuPay.
  • No need to open a Bank account.
  • Easy loading of funds up to INR 1,00,000 (Full KYC cards only) and up to INR 10,000 (Minimum KYC) in a month.
  • Easy tracking of spends using airpay’s dedicated web portal and app.
  • It can be used at Shopping Outlets and Online Portals.
  • Wide accessibility at around 3 million Merchant locations and over 10,000 online websites.
  • First, you need to visit our web portal/app and complete your registration process
  • A virtual card (digitial payments only) will be activated for you on registration. A physical card can be ordered through our portals or through our 'airpay vyapaar' enabled agents.
  • The Reloadable Pre-Paid card comes with a validity of 5 years.
  • You can start using your virtual card as soon as you complete your registration. For physical cards, you will have to activate your card by using the ‘Add Card’ option in our portal.
  • In either case, you will need to add balance/value to your card through a top-up to start using the card.
  • Your Pre-Paid Card comes with PIN and CVV based authentication for all Merchant based transactions and is powered by RuPay Pay Secure for all your online purchases.
  • A digital transaction will only be completed after completing the 2-Factor-Authentication (CVV + OTP combination) Hence, the card cannot not be misused by anyone else even if it is lost.
  • Airpay and its partners will never ask you for your PIN, CVV, or OTP. Please do not disclose this information to anyone.
  • There is no minimum amount (it cannot be less than Re. 1), however, the maximum amount that can be loaded is INR 1,00,000 for a Full KYC Customer and INR 10,0000 for a Minimum KYC customer in each month.
  • There is no restriction on the number of re-loadings on a card. However, the balance on the card cannot exceed INR 1,00,000 for a Full KYC Customer and INR 10,0000 for Minimum KYC customer, at any given point of time.
  • airpay Pre-Paid Card can be used at all merchant locations accepting RuPay interchange for online transactions.
  • For corporate clients, this can also be customized as per your requirement.
  • No, there is no limitation on the number of times the Card can be used.
  • Since the Card is a semi closed loop card hence you cannot withdraw cash from the card.
  • Yes, you can use airpay Pre-Paid Card at Shopping Outlets and for making online payments.
  • You cannot withdraw cash from the card.
  • For purchase transactions, the limit is INR 1,00,000 for a Full KYC Customer and INR 10,0000 for Minimum KYC customer, subject to available balance on the card and regulations by RBI.
  • The airpay Pre-Paid Reloadable Card is in INR currency and is meant to be used only in India.
  • There are several reasons for this possibility:
    1. Your card has not been activated.
    2. The amount of the purchase exceeds the available balance
    3. You have entered your PIN/CVV/OTP incorrectly
    4. Your card has expired
    5. Your card has been reported lost or stolen
    6. Any other technical issues
  • You can check the ‘Statement/Transaction History’ section of our portal to view the reason for failure.
In such a situation, the transaction will be declined. We suggest you check with the Merchant for partial payment through the airpay Pre-Paid Card and pay the balance through some another mode of payment.
No, there is no requirement to maintain a minimum balance on the Card. The entire balance on the Card can be used.

III. airpay Pre-Paid Cards – Account Management

  • You can login and manage your account through our web portal (https://cards.airpay.co.in/) or through our mobile app
  • You can add balance to your card, view card details, lock/unlock/block your card, change your profile and KYC details, define transaction modes and transaction limits.
  • You can load value to your card by logging into the airpay Cards app/web portal and selecting the ‘Add Balance’ option.
  • You can select a pre-defined amount or enter a custom amount.
  • You will then be redirected to the payment page where you can select the payment instrument through which you want to add balance to the wallet (UPI, NetBanking, Debit and Credit Cards).
  • You can check you balance by logging into the airpay Cards app/web portal. The balance, in INR, will displayed under ‘Wallet Balance’ on the top of the screen.
  • You can click on the refresh icon to get your fetch the latest wallet balance
  • You can check the details and status of all your transactions, debits and credits, from the ‘Statement/Transaction History’ section of our portals (web/app).
  • Yes, you will receive an SMS on your registered mobile number for all the transactions made. Make sure to update your contact details to avail this facility.
  • In case if the card is lost or stolen, we request you to immediately block your card from our portals (web/app).
  • Once you have blocked your existing card, you can place the request for a replacement card from the same menu.
  • Alternatively, you can contact our customer service (022-688-70500 & cards@airpay.co.in) and place the block and replacement request with our agent.
  • Post the request placement, it will take 5-7 working days for the card to be delivered at your communication address.
  • APIN (ATM Personal Identification Number) is a 4-digit unique password required to authenticate POS transactions from your card. Never share this with anyone.
  • A PIN will be automatically generated when you card is activated (Virtual and Physical cards)
  • You can change your PIN at any time from our portals (web/app) from the ‘Manage Card’ section

IV. Refund and Cancellations

  • Refunds in case of failed / returned / rejected / cancelled transactions shall be applied to the respective PPI immediately, to the extent that payment was made initially by debit to the PPI, even if such application of funds results in exceeding the limits prescribed for that type / category of PPI.
  • Refunds in case of failed / returned / rejected / cancelled transactions using any other payment instrument should not be credited to a PPI and should be credited back to the same payment instrument.

V. Non-usage, Card Expiry, and Account Closure

  • You will be charged an inactive fee if there are no transactions done through your card for consecutive 60 days.
  • If there is insufficient balance in the PPI, the holder will be liable to pay the pending amount when they load the card again or at the time of closure.
  • You will be required to order a new card through our portal
  • You can do so through the ‘Manage Card’ menu
  • You balance will be maintained against the registered mobile number and KYC details.
  • You may place a request for a replacement card, and we will automatically transfer the balance to the new card.
  • Please contact our customer service (022-688-70500 & cards@airpay.co.in) to close your account.

VI. airpay Pre-Paid Cards – Corporate Expense Management

  • Yes, Corporate can check the same from the dedicated Corporate Portal that is made available to every corporate.
  • You balance will be maintained against the registered mobile number and KYC details of the employee
  • You may place a request for a replacement card and we will automatically transfer the balance to the new card.
  • In case no resolution to your complaint is provided within 30 days or if the resolution is unsatisfactory, you may escalate your concern on the RBI CMS portal: https://cms.rbi.org.in/