2.

1 Retail Digital Payment Apps

SBI has introduced several Retail Digital Payment Apps to enable SBI customers to
expeience digital transactions through mobile led technology. Retail Digital Payment apps are
categorised into two types based on the usage-

 A. Transaction Apps
 B. Non-Transaction/Enquiry/Service Apps.

Transaction Apps allow the customers to transfer funds, receive funds, bill payments,book
flight/train/bus tickets ,recharge mobile/dth/data etc.

Non Transaction Apps allow customers to view/enquire transactions ,generate OTP to

transfer payments, generate ticket numbers to do banking transactions, generate interest
certificates of Housing Loans and Education Loans and other value added services.

1.Transaction Apps

1. BHIM SBI Pay

2. YONO Lite
3. Google Pay

2.Non Transaction/Enquiry/Service Apps

1. SBI Quick
2. SBI Secure OTP
3. No Queue App

Now we shall understand the features of these Apps

Transaction Apps
1.BHIM SBI Pay

BHIM SBI Pay is the UPI based Application of SBI. It is a one-stop payment solution. It
allows customers of all Banks participating in UPI to send and receive money, do online bill
payments, online shopping etc. using their mobile phones.

1.1.Pre-Requisites

1. Mobile phone- Android 4.2 and above, or iOS phone. Internet connection required.
2. Mobile number present in the android handset should be registered in Bank Account.
3. Valid email address or Alternate Mobile No.
4. Details of debit card linked to the account required for UPI PIN set up
5. All customers having Savings or Current account with any bank can register.
6. The Mode of Operation in the linked account should be (a) Single (b) Either or Survivor or (c)
Anyone or Survivor

1.1.1.Registration Process
1.1.1.1 For Individual Customer (non Merchant)

1. Download the BHIM SBI Pay App from Google Play Store/IO App Store
2. Select the Language >> Select SIM >> Enter the Name
3. Select the Bank, choose the Bank Account
4. Create a Unique Virtual Payment Address (VPA)
5. Create 6-digit app Pin
6. Enter other details such as Email address or Alternate mobile number and Security
Question & Answer
7. Accept the Terms & Conditions

Registration Process with Screenshots

1.1.1.2 For Merchant

Login to the app, click on ‘I am a Merchant’ option, fill-up the business details. Now
merchant can collect payments from customers. He can toggle between Consumer and
Merchant modes as per need through Menu.

1.1.1.3 Creation of UPI PIN (UPIN)

Creating UPI PIN enables the user to transfer the fund.

  To create UPIN, user should enter the last 6 digits of Debit Card & expiry date
 In case of a Maestro card, no need to enter expiry date
 Enter the OTP for setting UPIN
 Once UPIN is set, user can start making payments
 Separate UPIN has to be set for each of the linked accounts

1.1.2 Transaction Limits On BHIM SBI Pay

 Max. limit per transaction: Rs.1,00,000/-

 Max. transaction limit per day is Rs.1,00,000/-
 Limit on first transaction is ₹ 5000/ with a cooling period of 24 hours.
 Limits on Collect Request is ₹ 5000/ per day (24-hour cycle) for new users and 5
collect initiation requests/day for all users.

1.1.2.1 Funds Transfer/Collection of BHIM SBI PAY

There are 4 Important features to transfer and receive funds.

Pay/Send money using

 VPA of the beneficiary

 Account Number + IFSC of the beneficiary
 Scanning QR Code of the beneficiary

Receive/Collect Money
• Through VPA or Scanning QR Code

1.1.2.2 Other Value added Features of BHIM SBI Pay

Transaction History - User can view Transaction History by clicking on History on the
Home page

Raise Disputes
2.YONO LITE SBI
YONO LITE SBI is State Bank’s mobile banking application for retail users. This
application contains majority of important functionalities and features that are provided on
INB platform. It is available in English and several Indian languages.

2.1.1 Registration process

Customer to download the Yono Lite App from Google Play Store/iOS App Store.

In case of existing INB users

Step 1: After opening the Yono Lite app., user will be asked to enter the INB Username and
Password.

Step 2: Then, terms and conditions page will be displayed. The user must accept after reading
it.

Step 4: An activation code will be sent to the user’s registered mobile number. The user must
enter this activation code in the next page and then click “submit” button.

Step 5: User will get a confirmation page with the message registration is successful. After
this, user can start using Yono Lite app.

New User (Not registered for INB)

Step 1: After opening the app, User to click on “Register “. Then select the option ‘New user’
from the list.

Step 2: User is directed to the new INB registration page of onlinesbi wherein he can
complete the self registration using Debit card details.

2.1.2 Features

The important offerings and features are as hereunder.

My Accounts e-Deposits
Detailed account information (Transaction / Deposit / Open Fixed/Recurring/Multi Option
Loan / PPF / SSA accounts) Deposit
Mini Statement (Last 10 transactions) Premature Closure
mPassbook (upto 150 transactions) e-Deposit enquiry
Change Maturity instruction

Fund Transfer Top-up and Recharge

Funds Transfer within Self Accounts Mobile Recharge
Third Party Transfer within SBI DTH Recharge
Inter-Bank Transfer (RTGS / NEFT /IMPS) Top-up of State Bank Prepaid Cards
Quick Transfer to Unregistered Beneficiaries using QR
NCMC Debit Plus Card
Code
IMPS Transfer (using IFSC & Account Number or
Mobile Number & MMID)
Transfer to mobile number or email id using mCash PPF Accounts
Schedule Transactions Apply for PPF Account
Add/Manage beneficiary Print PPF Online Application

Bill Payments Manage Cards

View and Pay Bills Debit Card Hotlisting
Postpaid Bill Payments Manage Debit Card
Credit Card (VISA) Transfer Manager NFC
SBI Life Premium Payment Debit Card issuance tracking
Add / Manage Billers with Auto Pay facility
Bill Payment History
Manage Scheduled Bill

Requests
IPO (Equity/Rights) Services
Get MMID Standing Instruction
Cancel MMID Online nomination
Cheque Book Request Transaction status enquiry
TDS Enquiry Transaction Limits & Charges
Submit 15G/15H
QR based cardless Cash Withdrawal through ATMs Transfer of Savings Account
Yono Cash Facility for card less cash withdrawal
Positive Pay System
through ATM
Quick Transfer & Donations

UPI Transfer Voice Assisted Transactions

Make Payment Balance Enquiry
UPI Payment History Mini Statement (Last 10 transactions)
Dispute Status Mobile Recharge
Set UPI Transaction Limit DTH Recharge
Enable / Disable UPI Quick Transfer
View and Pay Bills
Other Pre-login features Logout
Registration for New Users
 BharatQR Merchant Payments
State Bank Collect
Bharat Billpay (BBPS)
mPassbook facility (view passbook without internet
connectivity)
Debit Card Blocking
Claim mCash
Online Locker Enquiry
Contact Us
Other Pre-login features
• Registration for New Users
• BharatQR Merchant Payments
• State Bank Collect
• Bharat Billpay (BBPS)
Smart Watch Banking - Enquiry, Funds Transfer and Mobile • mPassbook facility (view passbook
Top-up
without internet connectivity)
• Debit Card Blocking
• Claim mCash
• Online Locker Enquiry
• Contact Us

2.1.4 TRANSACTION LIMITS & CHARGES:

Easy PIN
Easy PIN
Overall Limits
Per day Limit (in overall Charges
Transaction Daily Limit (Individual
Rs.) category (in Rs.)
(in Rs.) overall daily
limit
limits)
Transfer within Self
2,00,00,000 1,00,000 Nil
Accounts
2,00,00,000 1,00,000
Fixed / Recurring
99,99,999 1,00,000 Nil
Deposit
Third Party Transfer
10,00,000 1,00,000 Nil
within SBI
Interbank Transfer -
10,00,000 1,00,000 Nil
NEFT
Not
10,00,000 1,00,000 Applicable as
Interbank Transfer -
10,00,000 Minimum Nil
RTGS
amount is 2
lacs
Per Txn Overall
IMPS 1,00,000 Nil
Limit Daily
 2,00,000 Limit
Per Txn 2,00,000
Limit Per Txn
10,000 Limit 10,000
Quick Transfer Nil
Per Day Per Day
Limit Limit 25,000
25,000
Rs.15 Per
Credit Card
1,00,000 1,00,000 transaction
VISATransfer
+Tax
1,101 - Per
1,101 - Per Transaction
Transaction Rs. 2.50
2,202 - Per Per
mCash
2,202 - Per Day Day transaction
+Tax
5,101 - Per Month 5,101 - Per
Month
Daily
Daily transaction
transaction
UPI limit of Rs Nil
limit of Rs
1,00,000
1,00,000
Bill
5,00,000 1,00,000 Nil
Payments
Per Txn
Limit 10000
Per Txn
Mobile Overall - Overall
Limit Nil
Top Up
10,000 Daily
Limit daily limit
50,000 50000
Top up of Overall daily
Nil
Buddy limit 50000
Merchant SB
and Bill Prepaid 50,000 5,00,000 1,00,000 50,000 Nil
Payment Cards
DTH
50,000 50,000 Nil
Recharge
Postpaid
bill 50,000 50,000 Nil
payment
IMPS
Merchant
Payments Overall Daily
Nil Nil
Limit 1,00,000
Merchant
Payments
 SBI Life
50,000 50,000 Nil
Premium
Transaction Limit for
a newly added
1,00,000 1,00,000 1,00,000 1,00,000
Beneficiary (First 4
days)

2.1.5 Minor Account

Transaction Individual Txn Total Limit Easy PIN Limit Easy PIN limit
Limit overall limit Txn Limit
Top-up 2000 2000
Bill Payment
DD
e-RD, eTDR,
eSTDR
NEFT
IMPS - P2A/P2P 5000 5000
5000 5000
UPI

3.Google PAY APP

Google Pay App is a new digital payment solution by Google. It is a quick and easy way to
make payments. It allows users to make payment from all Indian banks that are enabled for
BHIM UPI.

Google integrated with State Bank of India for its mobile payments app G-Pay. The
integration will allow G-Pay users to now create an SBI UPI Id - @oksbi to carry out
transactions through the Google Pay app. The app requires Android version 5.0 & above.

3.1.1 Pre-requisites

A Google account,

An active Indian (+91) mobile phone number

An active bank account in any Bank in India

3.1.2 Steps for set up

 User to download G-Pay on phones running on Android 4.4 (Kitkat+) or higher for Android
Phone and iOS 10.0 or higher for iPhone & iPad
 Enter phone number.
  Sign in with Google account.
 Follow the instructions to secure the G-Pay app and add a bank account.

3.1.3 Add, change or remove a bank account

 In the top-left, tap on Bank account.

 Tap Add bank account.
 Choose the bank from the list.

User will be asked to enter UPI PIN. If user doesn’t remember the PIN, he/she can click
on Forgot PIN and follow the instructions. If user doesn't have a UPI PIN, he/she can
create PIN using the debit card information.

3.1.4 Remove a bank account

Open G-Pay>> Bank account.

Tap on the account to be deleted>>Tap More>>Remove account

3.2 Features:
 Send money  Get rewards
 Get or request money  Choose which offers to get
 Respond to a request for money  Pay bills using G-Pay
 View account balance  Accept payments for your business
 Limits on how much you can send  Recharge your prepaid mobile phone
 View transaction history

3.2.1 Pay Nearby Transaction

Transfer Money through Pay Nearby Mode: Quickly transfer money with nearby G-Pay
users using audio, no need to share your mobile number. Once chosen this mode of transfer,
it calibrates the device for cash mode

User can refer and earn reward for referring your friends.

User can scan the QR code for any payment at Merchant site.

User can see his/her QR code and share.

The user can also escalate the issues/give feedback with screen shots through this option.

You can see the setting option by clicking the top left side.
3.2.2 Secure your G-Pay account

Choose how to secure your account

Note: If Google PIN is active, you’ll need to be connected to the Internet to open the app.

 Open G-Pay.
 In the top-left, tap your photo > Security.
 Select Use screen lock to use your existing pattern, PIN or password that you use to
lock your phone
 Select Use Google PIN to use Google PIN
 You can block the user
 You can manage discoverability of you Mobile
 You can clear G-Pay profile on your device by closing account option

B.Non Transaction/Enquiry/Service Apps

1.SBI QUICK - MISSED CALL BANKING
It is a service, whereby, by giving a Missed Call or sending an SMS with pre-defined
keywords to pre-defined mobile numbers, customer can get some non transaction services.
This service can only be activated for the mobile number that is registered for a particular
account with the Bank. The app may be downloaded through Google Play Store.

1.1REGISTRATION PROCESS

Onetime registration required. SMS, 'REG<space>account number' to 09223488888

e.g. REG 12345678901. SMS is to be sent from the mobile number available in bank's
records for that particular account. Alternatively customer can register for SBI Quick, by
using the App itself.

1.2.FUNCTIONALITIES:

This feature enables to register for Missed Call Banking

 A SMS is triggered to 9223488888 for Registration.

 Note:
Registra
 1. If user has a dual SIM in the phone, by default the SMS should go through
tion
your Registered Mobile Number (RMN). This can be ensured by using the
“SIM card Management” menu available in Mobile Phone.
 2. Only one account can be linked at a time through SBI Quick.

Mini Statement can be obtained by clicking “Phone” icon or “Message” icon.

Mini
Stateme Message
nt
1. Clicking Message icon triggers an SMS request to 9223866666 for Mini
 Statement. Mini Statement with the last 5 transactions is received through
SMS to RMN.

Phone

 By clicking Phone icon, triggers a missed call to 9223866666, and after a

few seconds Mini Statement with the last 5 transactions is received through
SMS to RMN.

ATM
If a customer loses the ATM card, this is the fastest mode of blocking the card.
Card
Customer needs to enter only last 4 digit of their Debit Card, a message is triggered
Blockin
to 567676 to block the card.
g
Car To get detailed information on SBI Car Loan, this will be easiest way to know. This
Loan feature triggers a message to 9223588888. In response to this, customer will receive
Feature auto generated SMSs from bank featuring the Car Loan details and will also receive
s call from SBI Consultant who explains about the features available in Car Loan.
To get detailed information on SBI Home Loan, this again is the easiest way. This
Home
feature triggers a message to 9223588888 and in response to this, customer will
Loan
receive auto generated SMS from bank featuring Home Loan details and will also
Feature
receive call from SBI Consultant who explains about the features available in Home
s
Loan.
 This feature lets the user to select the facility of Pradhan Mantri Suraksha
Bima Yojana (PMSBY) or Pradhan Mantri Jeevan Jyoti Yojana (PMJJY)
and to enter mandatory details .After confirmation a message is triggered in
specified format to avail the facilities of feature selected.

 To Enroll Pradhan Mantri Jeevan Bima Yojana :

PM
Social
SMS to 09223588888 from registered mobile number as
Security
PMJJBY<space>A/CNO<space>NOMINEE_FNAME<space>NOMINEE_LNAM
Scheme
E<space>NOMINEE_RELATIONSHIP
s
 To Enroll Pradhan Mantri Suraksha Bima Yojana :

SMS to 09223588888 from registered mobile number as,

PMSBY<space>A/CNO<space>NOMINEE_FNAME<space>NOMINEE_LNAME
<space>NOMINEE_RELATIONSHIP
De This feature triggers a message to 9223488888. With this customer can deregister
Register the account from missed call banking services.
Full
List of SMS 'HELP' to 9223588888. This will provide list of all services available in
Service Missed Call Banking through message.
s
ATM Switching ON/OFF features of ATM, POS, e-commerce, International and
Card Domestic usage.
Control
  SMS to 09223588888 from registered mobile number
 Parameters: only one of the following <param>at a time.
 ATM – ATM transactions
 ECOM – e Commerce transactions
 POS - Merchant POS transactions
 INTL - International transactions
 DOM – Domestic transactions

Request following SMS message format to be used -

SWON <param> XXXX

SWOFF <param> XXXX

(XXXX) -last four digits of debit card number.

Accoun
Customers can get their account statement through email in pdf format by using this
t
feature. They simply need to send SMS to 09223588888 from registered mobile
Stateme
number as ESTMT<space><Account Number><space><Code>*
nt
*Code is a 4 digit number that will be used to open the password protected
through
attachment.
Email
Home
Loan Customer can get their Home Loan Interest certificate through email in pdf format
Interest by using this feature. They simply need to send SMS to 09223588888 from
Certific registered mobile number as HLI <space><Account Number><space><Code>
ate *Code is a 4 digit number that will be used to open the password protected
through attachment.
Email
Educati
on Loan Customer can get their Education Loan Interest Certificate through email in pdf
Interest format by using this feature. They simply need to send SMS to 09223588888 from
Certific registered mobile number as ELI<space><Account Number><space><Code>
ate *Code is a 4 digit number that will be used to open the password protected
through attachment.
Email

SBI QUICK (MISSED CALL BANKING) INTRODUCTION OF NEW FEATURE:

CHEQUE BOOK REQUEST

The procedure for requesting “CHEQUE BOOK” through SBI QUICK is as under:

1. Customer can send message “CHQREQ” to 09223588888 or click on ‘Message’ icon

against “Cheque Book Request” option by using SBI Quick App >> Account Services Tab.

2. Customer will receive the below message from 09223588888 for obtaining customers’
consent to avoid redundant requests;

“Your request successfully accepted and pending for processing. Reference No:

<six digit reference no.>. It will be delivered on your address registered with the
Bank. Kindly send the following SMS for confirmation: CHQACC Y <six digit

number generated by SBI Quick> to 09223588888”

3. Customer then has to forward the SMS in the specific

format (CHQACC<space>Y<space>6 digit No. received in earlier SMS) to 09223588888
from his/her registered mobile number for processing purpose. The validity period of the
consent submission will be 2 hours from the receipt of request at server.

Please note following:

 Only one request in the day will be accepted and processed.

 The facility will be available from 8 a.m. to 8 p.m. only. Appropriate message will be
sent to customers when CBS is in night mode.
 Number of cheque leaves available in requested cheque book will be 25.
 Cheque Book will be delivered to customer’s address registered with the Bank.

NRI SERVICES

LAUNCH OF “MISSED CALL BANKING” SERVICES FOR NRI CUSTOMERS

A Missed call / SMS, from the overseas mobile number of the customer registered in the
account with the Bank, is accepted as an authorized request to provide convenient, cost
effective and prompt basic banking services.

2. Following services have been made available to our NRI customers under ‘Missed Call &
SMS Banking’

 Balance Enquiry of the registered account

 Mini Statement (last 5 transactions) of the registered account
 ATM Card Control functions

This feature offers a very important and useful service to restrict or deactivate ATM cum
Debit Card’s use on various channels, viz. ATM Machine, PoS and e-commerce on domestic
and international front to safeguard against fraudulent attempts to defraud the customers. It is
virtually an on/off facility for ATM Card usage in the hands of the customers, which works
on real-time time basis. The Bank is taking every precaution to protect the ATM Network and
data but at times, ATM card and its data is compromised even by the customers
unknowingly. As such, customers may be encouraged to use these services to keep their
ATM Card deactivated for all channels all the time and activate the same when it is required
to be used.

3. As regard charges for availing the services, please note as under;

 The service is currently free of charge from the Bank. There are also no limitations to
the number of daily/monthly queries. This may be reviewed at a later stage depending
on the volume of queries received.
 A call for balance inquiry or mini statement will include 3-4 rings for 4 seconds
which will get automatically disconnected. Telecom Service Providers generally do
not charge for giving any missed call but there may be charges levied by some
 telecom companies in some countries, particularly dialing overseas number, which
customers can ascertain locally.
 Any SMS sent for availing the benefits of SMS Banking (as REG, DREG, HELP,
ATM Card control options), the customer will be charged for SMS by their service
provider as per their current mobile tariff plan.

PROCESS FLOW

The customer will require to do a one-time registration by sending an SMS from his/her
registered overseas mobile number recorded with the Bank for that particular account.

1. A customers can register for only one account at a time. For changing the
A/c number, customer will have to de-register from the first account and then register
for the second account.
2. Customer will get a confirmation message on his/her registered Mobile Number
for undertaken activity, be it successful or failed one.
3. Details of all the facilities can be received by sending an SMS ‘HELP’
to +918108511111

The procedure for using this facility is as under:

Registration:

1. Customer should register himself/herself (onetime) by sending an SMS from his/her

registered Mobile Number recorded with the Bank for that particular account. The SMS
format should be - REG<SPACE>Account Number to +918422833333 e.g., if a customer’s
A/c No. is 13234567890, REG 13234567890 to +918422833333

2. Customer will get a confirmation message for the above activity

 If successful, customer can start using the other features like Balance Enquiry and
Mini Statement
 If unsuccessful, re-check if the mobile number from which the request is sent. Is the
same one that is recorded for that account with the Bank in CBS. Also check the
format and destination mobile number and try again.

De-Registration:

 To De-register, the SMS format should be- DREG<SPACE>Account Number to

+918422833333, e.g., if a customer’s A/c No. is 13234567890 , DREG 13234567890
to +918422833333
 Customer will get a confirmation message for the above activity. Once a customer is
de-registered, he/she will not be able to use the services till he/she registers
again either for the same account or a different one.

Balance Enquiry:

 Once confirmation is received for registration, Customer can give a Missed call
to +919220055222 from the registered Mobile Number.
  Customer will then receive an SMS mentioning the balance for the registered account
number.

Mini Statement (last 5 transactions):

 Once confirmation is received for registration, Customer can give a Missed call to
+919220055333 from the registered Mobile Number.
 Customer will then receive an SMS mentioning the mini statement containing last 5
transactions

ATM Card Control:

Once confirmation is received for registration, Customer can SWITCH ON/OFF services for
ATM, POS, e-Commerce, International and Domestic usage. The format of SMS to be send
is as under:

For SWITCH ON (SWON) facility

‘SWON<space><param> XXXX’ to +918422933333

[XXXX - last four digits of debit card number]

For SWITCH OFF (SWOFF) facility

‘SWOFF<space><param> XXXX’ to +918422933333

[XXXX - last four digits of debit card number]

*Parameters: only one of the following <param> at a time.

PARAMETER(Param) Functionality

ATM: ATM transactions

ECOM: eCommerce transaction

POS: Merchant POS transaction

INTL: International transactions

DOM: Domestic transactions

For example: If a customer’s ATM last 4 digit is 7890 then

For SWITCH OFF ATM card:

SWOFF ATM 7890 to +918422933333

For SWITCH ON of ATM card:

SWON ATM 7890 to +918422933333

2.STATE BANK SECURE OTP
State Bank Secure OTP is an OTP generation App for verifying transactions done through
State Bank Internet Banking and YONO Lite App. It is a service provider independent, hassle
free OTP service which replaces the need for receiving the OTP for INB transactions via
SMS.

This app is available on various Platforms: Android, Blackberry, Windows and IOS.

1.1.3 FEATURES:
SBI users can generate OTP at the time of performing transaction in SBI Internet Banking /
YONO Lite Application as Online OTP in which Internet connection (via SIM or Wi-Fi) is
required for generating OTP.
Note: Offline OTP in which OTP is generated in the absence of Wi-Fi, Mobile network
or SIM card is discontinued.
Customer can revert to Normal OTP generation mode (through SMS) by navigating to Profile
>> High Security Options in INB

1.1.4 REGISTRATION PROCESS:

One time registration with INB credentials is required for using the App.

Registration process is as follows:

 Go to Google Play Store or IOS App store for installing the “State Bank Secure OTP”
app on your mobile device.
 Click on Install link.
 Accept the terms and conditions.
 After successful installation of the app, the icon SB Secure OTP will appear on your
mobile.
 Open the app by tapping on it and enter your INB username.
 Select SIM > One SMS will automatically trigger.
 Enter INB Password and Click Proceed.
 Accept the T&C.
 Tap “Send OTP” option to receive the One Time Password. (You will receive a SMS
‘One Time Password for State Bank Secure OTP for registration is xxxxxxxx.
Do not share it with anyone.’)
 Terms and conditions will appear. Go through the terms and conditions and click on ‘I
agree’, then on ‘Ok’ button.

Note(If the customer is not getting OTP):-

If you are unable to get OTP then login to your internet banking and go to Profile>>High
Security Options and ensure that the "Mode of Authentication through OTP" is selected as
"SMS".

 Enter OTP and click on ‘Confirm’ tab.

 After entering OTP it will ask to set mPIN no(4 Digit) for the app.
 Please set your mPIN by entering and re-entering the 4 digit mPIN.
  Tap on ‘Set PIN’ button.
 You will get the following message on your device

(Activate SBI Secure OTP Through INB with the Activation Code)

 Login to onlinesbi.com > Profile > Enter Profile Password > Select Activation Code
o Enter Profile Password > Enter Activation Code received through SMS.
o Registration Successful message will appear.

Once you have registered for State Bank Secure OTP app, you will not receive SMS OTP in
your registered mobile number any more for transactions done in OnlineSBI and State Bank
Anywhere. You have to generate OTP (Online) using this app for completing transactions.

Authenticating transactions in OnlineSBI or State Bank Anywhere with OTP :-

After registering for State Bank Secure OTP, you will have the option to authenticate the
internet banking transaction with Online OTP. You need to choose the option Online OTP,
login to the app with your mPIN and select Online OTP. An OTP will be generated and
displayed on the mobile. Input the OTP in OnlineSBI or State Bank Anywhere transaction
page for completing the transaction.

1.1.5 FUNCTIONALITIES

Online OTP

In INB screen user selects the option “Online OTP” and then selects the option “Get Online
OTP” in the Secure OTP App, INB sends the OTP to the application. This options mandates
that user has internet connectivity in mobile. This OTP is entered in INB screen and
transaction is authorized.

Settings: User can change mPIN and deregister State Bank Secure App from your mobile

Change mPIN: Using this option User can change their mPIN.

Deregister: User can click on the de-register option provided in the "Settings" menu within
the application. Then go to OnlineSBI "Profile>> High Security Option" and deregister the
State Bank Secure OTP App from there as well to complete the de-registration process. The
user has to login through Internet Banking and change the “Mode of Authentication through
OTP” from ‘State Bank Secure OTP’ to ‘SMS’. After de-registration users will start receiving
the OTP in their mobile number those have been registered with INB.

Menu to change the option is à My Accounts & Profile à Profile à High Security Options à
enter Profile Password à 4.Mode of Authentication through OTP.

Forgot mPIN: Forgot mPIN option will reset the app. User has to register again to State
Bank Secure OTP as mentioned above in the Registration process.
3. SBI NO QUEUE APP
STATE BANK NO Queue is a unique App to enable customers to book a Virtual Queue
Ticket (e-Token) for select services at select SBI branches. Customers can generate e-Token
before reaching the branch, thus avoiding waiting in the queue at the branch and saving
valuable time. The App also conveys the estimated waiting time, number of customers ahead
and a map showing the direction to reach the branch. Customers will be updated about their
position in the queue through instant alerts.

How to use STATE BANK NO Queue:

 Download the State Bank NO Queue App from Google Play Store
 One time Sign-Up with basic information viz. Name and Mobile Number.
 Choose from the list of select services that you wish to avail at SBI branches.
 Locate get the list of branches close to your current location with detailed information
about the expected waiting time and number of customers ahead of you.
 Book Your Virtual Queue Ticket. Conveniently join the queue even before you visit
the branch and save your valuable time

Important Note:

This service is available for all SBI and Non SBI Customers. Customers can book a virtual
ticket only during the branch business hours.

Make sure you have:

 A non-rooted Android Phone.

 Access to Internet data services either through wireless facility or 4G/3G/GPRS/Edge
 Location setting on your phone has to be “ON” in order to get the list of nearest
branches.
 Application functioning is subject to the reception quality of your data plan

2.2 Merchant Digital Payment Apps

The Government of India has been taking several measures to promote and encourage digital
payment in the country. As part of the ‘Digital India’ campaign, the government aims to
create a ‘digitally empowered’ economy that is ‘Faceless, Paperless, Cashless’. To promote
digital payments and in accordance with the government of India initiatives SBI introduced
following Merchant Digital Payment Apps.

1. BHARAT QR
2. BHIM AADHAR SBI
3. SBI FASTAG
BHARAT QR
1.1 BHARAT QR (CONSUMER)

Bharat QR is a QR (Quick Response) code-based solution wherein the customer makes

payment to merchant by scanning a static or dynamic QR code. It is interoperable (bank to
bank or card scheme to card scheme) among major Card schemes i.e. Visa, MasterCard and
RuPay. In this solution, instead of POS terminal, Bank provides Bharat QR Merchant App as
well as static QR code to the merchants for accepting payments from the customers of any
bank having Bharat QR customer App. As there is no physical POS terminal, it becomes the
nil CAPEX (Capital Expenditure) model. Further, operational costs associated with this
model are also low due to complete digitization of the acquiring process requiring no paper
roll supply, less field visits for repair, maintenance, etc. This solution is suitable for small and
medium merchants who own a smart phone and have manageable queue at their payment
counters e.g. Grocery shops, Readymade Garments stores, Restaurants, Medical shops etc.,
Taxi and Auto operators, fruit Vendors etc.

 The users, who want to make payment through this mode can access the same through our
Yono Lite app – Login Page. Two options for login available:

1. Internet Banking Users

2. Debit Card Users

 Scan & Pay: It enables the user to scan the QR code available with the merchants for making
payments.
 Mini Statement: Last 10 Transactions available.

Settings:

 De- Registration option from Bharat QR

 Modify: Option to change the Primary account

1.1.1 FEATURES

 Provide hassle-free and quick payment experience to customer.

 Receive payments by displaying static QR code or dynamic QR code
 Merchants need to login to the application with valid credentials (User ID and Password).
 Use ‘Generate Static or Dynamic QR Code’ option to generate QR code.
 This QR code is scanned by the customer in the Yono Lite Application and the payment is
processed.
 Merchant receives payment confirmation as notification in the Bharat QR Merchant App.

1.2. BHARAT QR-SBI MERCHANT

Bharat QR is a QR (Quick Response) code-based solution wherein the customer makes

payment to merchant by scanning a static or dynamic QR code. It is interoperable among
major Card schemes i.e. Visa, MasterCard and RuPay. Bharat QR merchant application is
downloaded from play store on merchant's Smart phone (presently Android phones) and
Bharat QR customer application is installed on customer's mobile phones.

1.2.1 FEATURES OF THE PRODUCT

 Merchants can accept payments directly to their accounts ‐ No need to spend time to
deposit cash into their account.
 Escape from hassles of receiving payments in cash ‐ No risk of forged notes
 Escape from the hassles of keeping the record of charge slips - Merchant gets the
notification in his Bharat QR App.
 Card-less transactions: Scan & Pay
 Less instances of charge backs. As the customer himself initiates the payment, the
occurrence of chargebacks is minimized.
 Safe and Secure

1.2.2 Requirements

The merchant needs to have the following to start using Bharat QR-SBI:

 A Smart mobile phone (Presently Android).

 A data connection (2G, 3G or 4G).
 Bharat QR Merchant application installed on Merchant mobile phone.
 Account with SBI

1.2.3 GETTING BHARAT QR-SBI

The process for on boarding a merchant for Bharat QR acceptance is same as is in case of the
other POS terminals. Merchant can contact nearest SBI branch for Bharat QR.

1.2.4 SERVICE FEE

 Monthly Service Fee/Rental - Nil

 Commitment Charges - Nil
 The MDR (Merchant Discount Rate) for Bharat QR Card Transactions, shall be as
under

Small Merchants (Annual Turnover up to Rs.20

Particulars Other Merchants (Annual Turnover
lakhs)
Debit Cards 0.30% (MDR cap of Rs. 200 per transaction) 0.80% (MDR cap of Rs. 1000 per tra
Credit Cards 1.90% 1.90%
For exceptional cases, as per the extant instruction, the discretionary powers for approval of
concessional MDR shall remain with DMD (DB&NB) (CS&NB/CS&NBMAB/21/2016-17
dated 27th December 2016). The Circles/CAG/MCG may recommend for concessions duly
examining the cost benefit analysis and value of relationship to MAB vertical at Corporate
Centre for approval.

Effective January 1, 2020, the government has waived the merchant discount rate (MDR) on
transactions made using RuPay cards and through BHIM-UPI apps. RuPay is a domestic card
payment scheme launched in March 2012, while BHIM is a mobile payment app launched in
December 2016, both by the National Payments Corporation of India (NPCI). The
government’s move to selectively do away with the MDR is an attempt to promote digital
transactions on the RuPay and BHIM networks by making them a cheaper option for
consumers

TYPICAL PROCESS FLOW FOR A BHARAT QR OFFUS TRANSACTION

1. In the merchant payment transaction as shown in figure above, an SMS OCT (0200) is
initiated to NPCINET.
2. NPCINET then routes the transactions first to issuing Banks switch for consumer account
authentication.
3. Upon receiving successful validation from the issuing Banks switch, NPCINET then routes the
message to the merchant acquirer. The acquirer processes the message, and if successful
provides a “Merchant Notification” to the merchant mobile device through either SMS or
through In-app notification.
4. The acquirer creates a record of merchant payment (and may provide immediate access to
funds by the merchant) and the acquirer reverts back with a response message to the
issuer over NPCINET.
5. The issuer processes the response message and triggers a notification to the consumer
mobile.
6. Both the consumer and merchant receive confirmation or denial notifications about the
transaction.

1.3 STANDARD OPERATING PROCEDURE (SOP): MERCHANT ON-BOARDING FOR

BHARAT QR CODE

1.3.1 SOP for Existing Merchants:

1. Branch/SBIPSPL field staff will contact the existing merchants for deployment of Bharat QR
and obtain application, as is being taken for installation of additional POS terminals.
2. Branch will exchange the duly signed arrangement letter with merchant.
3. After sanction by approving authority, it will be routed to TSPs (Technology Service
Providers) through MAB vertical in MAB (Merchant Acquiring Bank) Workflow software.
4. While entering in the MAB workflow software, terminal type has to be selected as “Bharat
QR” as additional terminal.
5. MID (Merchant Identification), TID (Terminal Identification) and QR (Quick Response) code
will be generated by the TSPs.
6. Printing of QR Code and procurement of Standees will be done.
7. ‘Welcome Kit’ containing a standee (tent card) of Bharat QR, 02 big decals & 01 small decal
of Bharat QR, FAQ, Arrangement Letter (2 copies) and User Manual will be sent to
merchant.
8. QR Codes along with standees/tent Card will be deployed at merchant locations and
necessary training will be given by the TSPs field engineers.

1.3.2 SOP for New Merchants:

1. All new POS terminal Merchants have to be given QR Code by default along-with the POS
Terminal.
 2. In case of small Merchants, efforts should be made to push QR Code only, as it involves no
CAPEX (Capital Expenditure) and less OPEX (Operating Expenses).
3. Merchant on-boarding process for Bharat QR Code will remain the same as POS terminal
(Refer - e-Circular No CS&NB-MAB / 32 /2016-17 dated 7th March 2017).
4. While entering in the MAB workflow software, terminal type has to be selected as “Bharat
QR”
5. After sanction by approving authority, it will be routed to TSPs through MAB vertical in MAB
Workflow software.
6. MID, TID and QR code will be generated by the TSPs.
7. Printing of QR Code and procurement of Standees will be done.
8. ‘Welcome Kit’ containing a standee (tent card) of Bharat QR, 02 big decals (decorative
stickers) & 01 small decal (decorative sticker) of Bharat QR, FAQ, and User Manual will be
sent to merchant.
9. QR Codes along with standees will be deployed at merchant locations and necessary training
will be given by the TSP’s field engineers.

BHIM-AADHAR SBI

BHIM-Aadhaar- SBI Merchant is a digital payment acceptance solution from State Bank
of India. It enables an SBI merchant to accept payments for goods/services using his Android
smartphone and fingerprint reader. Customers having Aadhaar seeded bank accounts, have to
authenticate the customer's biometrics for paying for goods & services. The transaction will
be interoperable (bank to bank) in nature allowing any other participating bank customer to
also transact on the application.

1.2 FEATURES OF THE PRODUCT

 Accept real time payments directly to your account - No need to spend time to deposit cash
into your account.
 Escape from hassles of receiving payments in cash - No risk of forged notes
 Get transaction reports and keep track of your business
 Card-less transactions: All that the consumer needs is his Aadhaar number.
 Safe and Secure

1.3 REQUIREMENTS

The merchant needs to have the following to start using BHIM-Aadhaar-SBI:

 Aadhaar seeded account with SBI

 Certified Biometric Reader with Micro USB / USB C-Type connector
 Android smartphone with internet connectivity and OTG support for connecting biometric
device
 Android version 4.2 or higher

Phone should be able to power the biometric reader; please check with supplier.

List of certified biometric readers is furnished below.

Manufacturer Device Model

MantraTec MFS100
Precision Biometric PB 510 / PB ABAS 400
Morpho MSO 1300 / MSO 1300 (E)

Please Note: All of the above devices may not be supported by all mobile phones.

1.4 GETTING BHIM-AADHAAR-SBI:

1.4.1 INDIVIDUALS (RETAIL MERCHANTS):

The registration process is fully automated and app based for individual merchants. The
merchant needs to download the application from the Google Play store and register himself
using his Aadhaar number and biometric credentials. During the registration process, the
merchant is asked to select his Bank account maintained with SBI where he wants the
payments to be credited. In addition, the merchant is also asked to agree to the terms and
conditions for using the app, which are displayed on the mobile itself.

1.4.1.1 Transaction Limits (for Individual Merchants)

The following transaction limits are applicable on BHIM-Aadhaar-SBI transactions:

Consumer Side (Payer/buyer)

Rs. 2,000/- per transaction
Rs. 5,000/- per day per Aadhaar number
Rs. 20,000/- per month per Aadhaar Number

Merchant Side (Seller)

Rs. 25,000/- per day per Aadhaar number
Rs. 1,00,000/- per month per Aadhaar number

Transaction process

1. Merchant uses his PIN to login to the merchant App on his Android smartphone.
2. The customer does not need anything except his Aadhaar number. For making payment,
customer selects bank from the drop down menu where customer is having his/her Aadhaar
seeded account, enters his Aadhaar Number, enters mobile number (optional) checks the
bill amount and provides his/her biometric credentials.
3. The payment data and biometrics are sent to the FI gateway /NPCI/UIDAI server for
authentication.
4. The debits/credits in the accounts of the customer and the merchant are put through in the
core banking system.
5. Both the merchant and customer get the transaction SMS (if mobile number available) after
successful transaction and the funds are received by the merchant real-time

1.5 PROCESS OF ON-BOARDING MERCHANT / ACTIVATION OF INDIVIDUAL MERCHANT:

1.5.1 Self On-boarding for Merchants with Aadhaar Seeded Accounts

 Merchant downloads and installs the application from Google Play Store.
 Merchant opens the application and selects the self-registration option and is asked to
provide his Aadhaar Number.
  Merchant is prompted to view and accept the terms and conditions of BHIM-Aadhaar-SBI
and thereafter provide his biometrics on the connected compatible Biometric reader.
 Upon Successful Authentication of the biometrics of the merchant, the merchant is
prompted to select the Aadhaar seeded Savings / Current account which the merchant
wishes to use for accepting payments.
 After linking of the Aadhaar seeded account, the merchant is asked to set a profile name and
a 4 digit MPIN which will be used for login into the app. Registration process is complete and
the merchant ID is generated. An email is sent to the merchant email ID welcoming the
merchant and also containing the copy of terms and conditions accepted by the merchant.
To set/reset the MPIN, the merchant needs to provide his biometric credentials again for
authentication.

1.6 PROCESS OF ON-BOARDING INDIVIDUAL MERCHANT THROUGH BRANCH / SUB-

MERCHANTS/ CREATION OF OPERATOR FOR TRANSACTIONS

1.6.1 Merchant Registration and On-boarding

Branch Module

1. First time Registration of the merchant at the Branch

Merchant Web has two main components namely Admin and Merchant modules. Admin
module is for Merchant creation and maintenance while Merchant module is meant for
Merchants for Sub- Merchant, Operator creation and user control.

Admin module can be accessed by CBS users through Single Sign on (SSO) while Merchant
module URL is:

https://kiosk.onlinesbi.com/admin/Admin.jsp

Following are major Admin functionalities that can be done from CBS SSO

 Merchant Registration
 Merchant Amendment / Deletion
 Sub Merchant Authorization

Merchant visits home branch. Branch officials access Kiosk application portal from CBS
Single Sign on. Users having minimum capability (pre-defined) will get the menu

SBI FASTAG

SBI has introduced SBI FASTag in its product portfolio to pioneer the transformation, aiming
for digitization of toll transactions at toll plazas as a part of National Electronic Toll
Collection (NETC) program. SBI FASTag is a RFID sticker/tag affixed on a vehicle’s
windshield for the purpose of Electronic Toll Collection. Currently, SBI FASTag can be used
at Electronic Toll Collection Lanes on all the National Highway Toll plazas and select State
Highway toll plazas.
1.7 TYPES OF SBI FASTAG

For the purpose of RFIDs, NHAI has divided all types of vehicles into seven categories. SBI
FASTag is available for all seven categories with different colour codes. Vehicle owner
should use appropriate SBI FASTag for his/her vehicle.

1.8 MARKETING AND ISSUANCE AGENCIES

The Bank has engaged three agencies namely AISECT (All India Society for Electronics and
Computer Technology), NICT (National Institute of Information and communications
Technology) and CSC (Common Services Centre) to market and sell SBI FASTag. These
agencies will be selling the SBI FASTag through their POS kiosks and will locate their Points
of Sale on all National Highways close to Toll Plazas. They will also take care of after sales
support in respect of the SBI FASTag issued by them. These Agencies have pan India
presence and are free to market/sell SBI FASTag with no geographical boundaries. The
details of the agencies are given in the e-Circular on SBI FASTag dated 30.01.18.

1.9 HOW TO GET SBI FASTAG

A customer can approach any of our SBI FASTag POS locations (Points of Sale) in the
country with valid KYC documents and vehicle RC copy along with the originals for
verifications purpose. The customer can open his/her SBI FASTag account in two categories:

1. Limited KYC holder’s account, at any given point of time, this type of SBI FASTag account
cannot have more than Rs. 10,000/- in their FASTag (Prepaid) account. The monthly reload
limit is also capped to Rs. 10,000/-.
2. Full KYC Holders account, at any given point of time, this type of SBI FASTag account cannot
have more than Rs. 1 Lakh in their FASTag (prepaid) account. There is no monthly reload cap
in this account. EKYC option is also available.

1.9.1 Documents needed for SBI FASTag?

Since the SBI FASTag is linked to an account, KYC documentation would be required as per
the KYC policy of the Bank. Apart from the KYC documentation, the applicant needs to
submit Registration Certificate (RC) of the vehicle along with the application for SBI
FASTag. If the SBI FASTag is linked to a prepaid account, then it can be issued as per below
defined limits.

Limited KYC FASTag Account Full KYC FASTag Account

This type of FASTag cannot have more than Rs. 10,000/- balance in their This type of FASTag account canno
FASTag (Prepaid) account. The monthly reload limit is also capped to Rs. (prepaid) account. There is no month
10,000/-
Requirements: Minimum KYC details (as per Bank prepaid card policy), Requirements: Full KYC details (as
vehicle RC Copy, Photo of the customer. of the customer.
1.10 CHARGES

Issuance fees of the Tag:- Rs. 100/- across all categories, including all applicable taxes
Other Charges

A minimum security amount depending on the vehicle category (refundable at the time of
cancellation of RFID Tag) and Minimum Balance would be charged to the customer as per
the Table given below.

Sr. Vehicle Class Security Minimum

Particulars
No. No. Amount Balance
Car / Jeep / Van/ Tata Ace and similar mini light
1 4 300 Nil
commercial vehicle
2 5 Light Commercial Vehicle 300 300
3 6 Three Axle Commercial Vehicles 400 300
4 7 Bus/Truck 400 300
5 12 4 to 6 axle 400 300
6 15 7 or More Axle 400 300
Heavy Construction Machinery (HCM)/Earth
7 16 400 300
Moving Equipment (EME)

1. *Applicable taxes will be levied on all type of top ups and transactions.
2. A minimum convenience fee will be levied for all kind of transactions.
3. Minimum Balance is the minimum recharge amount to be done at the time of RFID tag
activation.
4. Security amount would be applicable as per the vehicle class and will be refunded to the
customer at the time of closure of RFID Tag account.

Note: Toll charges deduction from the SBI FASTag account will be as per the respective toll
plazas.

1.11 TYPICAL TRANSACTION FLOW

1.12 CONTACT DETAILS

Users can call Contact Centre Toll Free Number: 1800-11-0018

They can also lodge FASTag related complaints to Email

[email protected] CC to : [email protected]

1.12.1 Helpline numbers:

MoRTH(Ministry of Road Transport and Highways/NHAI (National Highways Authority of

India /IHMCL(Indian Highways Management Company Ltd) have launched 1033 helpline
number for addressing FASTAG complaints at toll plaza level. Customer can simply dial
1033 from Mobile/Landline for the following issues:
  Stopped at the plaza for Tag blacklist reason even through Tag is not blacklisted.
 Plaza not accepting Fastag
 Plaza is not able to read the Tag
 Plaza is not supporting for monthly pass issuance

2.3 NPCI Delivery Platforms

The National Payments Corporation of India (NPCI) serves as an umbrella body for the
operation of retail payments and settlements in India. This organization was established by
the Reserve Bank of India along with the Indian Bank’s Association. NPCI was incorporated
in December 2008 and was centrally promoted by the Reserve Bank of India. The Certificate
of Commencement of Business was issued in April 2009.

The ten core promoter banks for NPCI are:

 State Bank of India

 Punjab National Bank
 Canara Bank
 Bank of Baroda
 Union Bank of India
 Bank of India
 ICICI Bank
 HDFC Bank
 Citibank
 HSBC

Delivery Platforms of NPCI

Some of the current delivery products that were launched by the National Payments
Corporation of India are discussed below:

Unified Payments Interface (UPI)

Unified Payments Interface (UPI) is a system that powers multiple bank accounts into a
single mobile application (of any participating bank), merging several banking features,
seamless fund routing & merchant payments into one hood. It also caters to the “Peer to
Peer” collect request which can be scheduled and paid as per requirement and convenience.

With the above context in mind, NPCI conducted a pilot launch with 21 member banks. The
pilot launch was on 11th April 2016 by Dr. Raghuram G Rajan, Governor, RBI at Mumbai.
Banks have started to upload their UPI enabled Apps on Google Play store from 25th August,
2016 onwards.
How is it unique?

 Immediate money transfer through mobile device round the clock 24*7 and 365 days.
 Single mobile application for accessing different bank accounts.
 Single Click 2 Factor Authentication – Aligned with the Regulatory guidelines, yet
provides for a very strong feature of seamless single click payment.
 Virtual address of the customer for Pull & Push provides for incremental security with
the customer not required to enter the details such as Card no, Account number; IFSC
etc.
 Bill Sharing with friends.
 Best answer to Cash on Delivery hassle, running to an ATM or rendering exact
amount.
 Merchant Payment with Single Application or In-App Payments.
 Utility Bill Payments, Over the Counter Payments, Barcode (Scan and Pay) based
payments.
 Donations, Collections, Disbursements Scalable.
 Raising Complaint from Mobile App directly.

Participants in UPI

 Payer PSP
 Payee PSP
 Remitter Bank
 Beneficiary Bank
 NPCI
 Bank Account holders
 Merchants

UPI - Benefits to the Ecosystem participants

Benefits for banks:

 Single click Two Factor authentication

 Universal Application for transaction
 Leveraging existing infrastructure
 Safer, Secured and Innovative
 Payment basis - Single/ Unique Identifier
 Enable seamless merchant transactions

Benefits for end Customers:

 Round the clock availability

 Single Application for accessing different bank accounts
 Use of Virtual ID is more secure, no credential sharing
 Single click authentication
 Raise Complaint from Mobile App directly

Benefits for Merchants:

 Seamless fund collection from customers - single identifiers

  No risk of storing customer’s virtual address like in Cards
 Tap customers not having credit/debit cards
 Suitable for e-Com & m-Com transaction
 Resolves the COD collection problem
 Single click 2FA facility to the customer - seamless Pull
 In-App Payments (IAP)

Registration in UPI enabled application

Steps for Registration:

 User downloads the UPI application from the App Store/Banks website
 User creates his/her profile by entering details like name, virtual id (payment address),
password etc.
 User goes to “Add/Link/Manage Bank Account” option and links the bank and
account number with the virtual id

Generating UPI – PIN:

 User selects the bank account from which he/she wants to initiate the transaction
 User clicks one of the option -

Change M-PIN

 User receives OTP from the Issuer bank on his/her registered mobile number
 User now enters last 6 digits of Debit card number and expiry date
 User enters OTP and enters his preferred numeric UPI PIN (UPI PIN that he would
like to set) and clicks on Submit
 After clicking submit, customer gets notification (successful or decline)

In the case user wants to change an existing PIN,

 User enters his old UPI PIN and preferred new UPI PIN (UPI PIN that he would like
to set) and clicks on Submit
 After clicking submit, customer gets notification (successful or failure)

Performing a UPI Transaction:

PUSH – sending money using virtual address

 User logs in to UPI application

 After successful login, user selects the option of Send Money/Payment
 User enters beneficiary’s/Payee virtual id, amount and selects account to be debited
 User gets confirmation screen to review the payment details and clicks on Confirm
 User now enters UPI PIN
 User gets successful or failure message

PULL – Requesting money:

 User logs in to his bank’s UPI application

  After successful login, user selects the option of collect money (request for payment)
 User enters remitters/payers virtual id, amount and account to be credited
 User gets confirmation screen to review the payment details and clicks on confirm
 The payer will get the notification on his mobile for request money
 Payer now clicks on the notification and opens his banks UPI app where he reviews
payment request
 Payer then decides to click on accept or decline
 In case of accept payment, payer will enter UPI PIN to authorize the transaction
 Transaction complete, payer gets successful or decline transaction notification
 Payee/requester gets notification and SMS from bank for credit of his bank account

Product

A. Financial Transactions: UPI supports the following financial transactions viz.

Pay Request: A Pay Request is a transaction where the initiating customer is pushing funds
to the intended beneficiary. Payment Addresses include Mobile Number & MMID, Account
Number & IFSC and Virtual ID

Collect Request: A Collect Request is a transaction where the customer is pulling funds from
the intended remitter by using Virtual ID.

B. Non-Financial Transactions: UPI will support following types of non-financial

transactions on any PSP App viz.

 Mobile Banking Registration*

 Generate One Time Password (OTP)
 Set/Change PIN
 Check Transaction Status
 Raise Dispute/Raise query

* Mobile Banking Registration is possible only if the mobile number (which is to be

registered) is registered with the Issuer Bank for SMS Alerts/mobile alerts.

UPI can be accessed on all platforms viz. Android / iOS – The Apps have been developed by
members on Android 4.2.2 and above/iOS 8.1 and above platforms.

BHIM UPI

BHIM UPI Brand Mark is used by the ecosystem involving NPCI, BHIM, Banks, Non-
Banking Partners, Merchants, Third Party Partners and PPI

Players for using UPI based money transfer services. The brand mark to be used as follows:

 BHIM logo to be used for promoting BHIM application only

  Powered by UPI unit to be used by the ecosystem for the page(s) or screen(s) whereby
the transaction is being processed using UPI platform

BHIM UPI Logo to be used by the ecosystem as an acceptance mark across all the online-
offline channel of communication and non-transactional page(s) or screen(s) like homepage,
send money, Scan & Page, request money, transaction history etc

Immediate Payment Service

National Payments Corporation of India (NPCI) offers banks and RBI approved non-banking
partners (PPIs), a payment service called “Immediate Payment Service (IMPS)”. IMPS
provides robust & real time fund transfer which offers an instant, 24X7, interbank electronic
fund transfer service that could be accessed on multiple channels like Mobile, Internet, ATM,
SMS, Branch and USSD(*99#). IMPS allows transferring of funds instantly within banks
across India. Such transfer is not only safe but also economical. Currently on IMPS, 243
members are live which includes banks & Prepaid Payments Instruments Issuers (PPI). The
IMPS-PG, 2017 is framed under the provisions of Payment and Settlement System Act 2007
and is binding on all members of IMPS.

For transferring funds real time and 24X7X365 interbank was a major challenge faced in
banking industry. Only NEFT & RTGS were available to user for fund transfer during
banking hours.

With the above context in mind, NPCI conducted a pilot study on the mobile payment system
with the banks like SBI, BOI, UBI and ICICI in August 2010. Also the banks like Yes bank,
Axis and HDFC bank joined this league in the month of September, October and November
2010 respectively. Immediate Payment Service (IMPS) public launch happened on 22nd
November 2010 by Smt. Shyamala Gopinath, DG RBI at Mumbai and this service is now
available to the Indian public.

IMPS provides robust & real time fund transfer which offers an instant, 24X7, interbank
electronic fund transfer service that could be accessed on multiple channels like Mobile,
Internet, ATM, SMS. IMPS is an emphatic service which allow transferring of funds instantly
within banks across India which is not only safe but also economical. Currently on IMPS,
590 members are live which includes banks & PPIs.

This facility is provided by NPCI through its existing NFS switch.

The eligible criteria for the Banks who can participate in IMPS is that the entity should have
valid banking or prepaid payment instrument license from Reserve Bank of India to
participate in IMPS.

Objectives of IMPS

 To enable bank customers to use mobile instruments as a channel for accessing their
banks accounts and remit funds
 Making payment simpler just with the mobile number of the beneficiary
  To sub-serve the goal of Reserve Bank of India (RBI) in electronification of retail
payments
 To facilitate mobile payment systems already introduced in India with the Reserve
Bank of India Mobile Payment Guidelines 2008 to be inter-operable across banks and
mobile operators in a safe and secured manner
 To build the foundation for a full range of mobile based Banking services.

The participants for IMPS will be as follows:

 Remitter (Sender)
 Beneficiary (Receiver)
 Banks
 National Financial Switch - NPCI

Pre-Requisites for Mobile Banking through IMPS

Registration for Remitter:

 Register yourself with the mobile banking service of the bank.

 Get Mobile Money Identifier (MMID) and MPIN from the bank
 Download Software (Application) for mobile banking (ensure the compatibility of
mobile with the application) or use the SMS facility in your mobile if your bank
provides IMPS on SMS

Registration for Beneficiary:

 Link your mobile number to the account in the respective bank.

 Get Mobile Money Identifier (MMID) from the bank

For Remitter (To send money):

 Login to the application and select the IMPS menu or use the SMS facility in your
mobile if your bank provides IMPS on SMS
 Get Beneficiary Mobile number and MMID
 Enter Beneficiary Mobile number, beneficiary MMID, Amount and your MPIN to
send
 Await confirmation SMS for the debit in your account and credit in beneficiary
account
 Note the transaction reference number for any future query
 Share your Mobile number and MMID with the remitter
 Ask the remitter to send money using your Mobile number and MMID
 Check the confirmation SMS for credit to your account from the remitter
 Note the transaction reference number for any future query

Fund transfer/Remittance

 Using Mobile number & MMID (P2P)

 Using Account number & IFS Code (P2A)

Using Mobile number & MMID (P2P)

IMPS offer an instant, 24*7 interbank electronic fund transfer service capable of processing
person to person, person to account and person to merchant remittances via mobile, internet
and ATMs. It is a multichannel and multidimensional platform that makes the payments
possible within fraction of seconds with all the standards and integrity maintained for security
required for even high worth transactions.

Sender & Receiver - Have to register for Mobile Banking & get a unique ID called "MMID"

 Generation of MMID is a One-time process

 Remitter (Sender) transfer funds to beneficiary (Receiver) using Mobile no. & 7digit
MMID of beneficiary.

Additional information's:

MMID - Mobile Money Identifier (7 digit code) Each MMID is linked to a unique Mobile
Number. Different MMIDs can be linked to same Mobile Number

Using Account number & IFS Code (P2A)

Presently, IMPS Person-to-Person (P2P) funds transfer requires the Remitter customer to
make funds transfer using Beneficiary Mobile Number and MMID. Both Remitter as well as
Beneficiary needs to register their mobile number with their respective bank account and get
MMID, in order to send or receive funds using IMPS.

There may be cases where Remitter is enabled on Mobile Banking, but Beneficiary mobile
number is not registered with any bank account. In such cases, Remitter shall not be able to
send money to the Beneficiary using Mobile Number & MMID.

Hence on the merit of the feedback received from the banking community as well as to cater
the above-mentioned need, the IMPS funds transfer has been made possible using
Beneficiary account number and IFS code as well, in addition to Beneficiary mobile number
and MMID.

Additional information's:

IFS Code - 11-digit alphanumeric number, available in the users’ Cheque book.

** KEY POINTS to Remember

For transactions initiated using Mobile, transactions will be authenticated using mobile
number & MPIN.

Mobile number + MPIN

IMPS transactions can also be initiated from ATMs and Internet banking channels.
Authentication will be done for remitting customers while using the ATM channel as follows:

Card + ATM PIN

Authentication will be done for remitting customers while using the Internet banking channel
as follows:

User ID + Internet Banking Password/Transaction Password

Appropriate existing two-factor authentication method would be used for all the channels.
The limit as prescribed by the bank for these channels would apply while transferring money
using either of these channels.

While initiating an IMPS, transaction using either ATM or Internet channel, mobile banking
registration for a remitting customer is not mandatory. Similarly, for customers receiving
money using account number/IFSC, or using AADHAAR number, mobile banking
registration is not mandatory.

IMPS - Consumer Awareness

 Do not share your debit card details (Card number, Expiry date & CVV number)
 Do not share any OTP that you receive
 Do not forward SMSes to unknown numbers
 Do not share your net/mobile banking login password

NATIONAL UNIFIED USSD PLATFORM (NUUP) –

*99# SERVICE

National Unified USSD platform (NUUP), the USSD service launched by NPCI. It has been
widely seen as an important catalyst for financial inclusion. NUUP is also known as *99#
service. *99# is a USSD (Unstructured Supplementary Service Data) based mobile banking
service from NPCI that brings together diverse ecosystem partners such as Banks & TSPs
(Telecom Service Providers). It was launched on 28th August 2014 as part of Pradhan Mantri
Jan Dhan Yojana (PMJDY). Using *99# service, a customer can access financial services by
dialing *99# from his/her mobile registered with the bank. The service works across all GSM
service providers and handsets. In order to access their respective bank menus, customers
have the option of either entering 3 digits bank short name or first 4 letters of Bank’s IFSC.

It can be accessed in 13 different languages including Hindi & English. *99# service is a
unique interoperable direct to consumer service that brings together the diverse ecosystem
partners such as Banks & TSPs (Telecom Service Providers).

It is a common technology platform developed by NPCI which allows the Banks and TSPs to
seamlessly integrate with each other to provide banking services to the customers at large
over the mobile phones (basic as well as smartphone).
USSD

Unstructured Supplementary Service Data (USSD) is a technology unique to GSM (Global

System for Mobile Communications) handsets. It has a capability built into the GSM standard
to support transmitting information over the signaling channels of the GSM network. USSD
provides session-based communication, enabling a variety of applications. USSD technology,
which was primarily used in the field of telecommunication, is going to make a significant
impact in the field of banking services.

*99# service can be used by the customers for the following purposes:

a) Financial

b) Non-Financial

c) Value Added Services (VAS) – This service is presently not available.

Currently, following Financial, Non-financial and Value-Added Services (VAS) are offered
through *99# service

FEATURES OF *99# SERVICE:

 Works without Internet – Uses voice connectivity

 Round the clock availability (works even on holidays)
 Accessible through a common code *99# across all TSPs
 Works across all GSM service providers and mobile handsets
 Additional channel for banking and key catalyst for financial inclusion
 Service also offered through BC Micro ATMs to serve the rural populace

Registration Process:

1. Dial *99# from registered mobile number.

2. Select the Language
3. Give first 3 letters of Bank name or first 4 letters of Bank IFSC code
4. Enter last 6 digits of Debit card and Expiry date
5. Set 6 digits of UPI PIN

Features:

1. Send Money
2. Request Money
3. Check Balance
4. My Profile
5. Pending Requests
6. Transactions
7. UPI PIN

'Send Money' through ‘Request Money' through

  Mobile number  Mobile number
 UPI ID  UPI ID
 Saved Beneficiary
 IFSC+Account no.

 Set/Forget/Change UPI PIN - User can change his/her UPI PIN. UPI PIN is like a
password and used for authenticating financial transactions.

AADHAR ENABLED PAYMENT SYSTEM (AEPS)

The Aadhaar Enabled Payment System (AEPS) is an interoperable payment platform offered
by NPCI to Banks which uses Aadhaar number and online biometric authentication from
UIDAI for conducting financial transactions at Kiosk. The AEPS functions through the
National Financial Switch of NPCI which is also used for routing Inter Bank ATM
transactions and Inter Bank Mobile Payment Services (IMPS). AEPS empowers the Bank
customer to use Aadhaar as identity to access his Aadhaar enabled Bank account.

AEPS enables to provide basic banking transactions (Cash deposit, Cash withdrawal,
Aadhaar to Aadhaar Funds Transfer, Balance enquiry) that are intra bank (On Us) or
interbank (Off Us) in nature, through our BC channel (at the Kiosks) thereby ensuring inter-
operability across banks in a safe and secured manner.

NPCI issues a unique six digit Issuer Identification Number (IIN) to each Bank and the IIN
number identifies the Bank to which the customer has mapped his/her Aadhaar number. The
customer service point will have the IIN number on the terminal shown by various Bank
logos/ Bank names. If the AEPS remittances are more, the Customer Service Provider may
display a chart with IIN of various Banks in the Kiosk. The customer need not necessarily
remember the IIN. However, the CSP should be aware of the importance of IIN number in
completing AEPS transactions successfully.

Process Flow of AEPS transactions

 The only inputs required for a customer to do a transaction under this scenario are:-
1. Bank Name
2. Aadhaar Number
3. Fingerprint captured during enrollment.

Objectives

 To empower a bank customer to use Aadhaar as his/her identity to access his/ her
respective Aadhaar enabled bank account and perform basic banking transactions like
cash deposit, cash withdrawal, Intrabank or interbank fund transfer, balance enquiry
and obtain a mini statement through a Business Correspondent
  To sub-serve the goal of Government of India (GoI) and Reserve Bank of India (RBI)
in furthering Financial Inclusion.
 To sub-serve the goal of RBI in electronification of retail payments.
 To enable banks to route the Aadhaar initiated interbank transactions through a central
switching and clearing agency.
 To facilitate disbursements of Government entitlements like NREGA, Social Security
pension, Handicapped / Old Age Pension etc. of any Central or State Government
bodies, using Aadhaar and authentication thereof as supported by UIDAI.
 To facilitate inter-operability across banks in a safe and secured manner.
 To build the foundation for a full range of Aadhaar enabled Banking services.

Banking Services Offered by AePS

 Cash Deposit
 Cash Withdrawal
 Balance Enquiry
 Mini Statement
 Aadhaar to Aadhaar Fund Transfer
 Authentication
 BHIM Aadhaar Pay

Other Services offered by AePS:

 eKYC
 Best Finger detection
 Demo Auth
 Tokenization
 Aadhaar Seeding Status

1. Role of NPCI as settlement agency NPCI would act as a clearing and settlement
agency for settlement of inter-bank transactions between the issuing and the
acquiring members participating in the AEPS network. RBI has accorded Type-D
membership of the RTGS System to NPCI, permitting NPCI to process settlement
instructions through NPCI’s RTGS gateway. NPCI as a clearing and settlement
agency for inter-bank transactions between issuing and acquiring member: · For the
required funds, NPCI will submit member-wise net settlement obligations through
RBIs settlement system to be applied in the settlement account or current account of
the members that are maintained with RBI. · NPCI will prepare the summary level
data of AEPS settlements daily before the start of business hours for clearing and
settlement. · Daily settlement instructions (cycle-wise) will be executed through the
NPCI RTGS system

What are the benefits of AePS?

Benefits of AePS are as under:

 Aadhaar enabled Payment System is easy to use, safe and secure payment platform to
avail benefits by using Aadhaar number & biometrics.
  Aadhaar enabled Payment System is based on the demographic and biometric/iris
information of an individual, it eliminates the threat of any fraud and non-genuine
activity.
 Aadhaar enabled Payment System facilitate disbursements of Government
entitlements like NREGA, Social Security pension, Handicapped Old Age Pension
etc. of any Central or State Government bodies using Aadhaar authentication.
 Aadhaar enabled Payment System facilitates inter-operability across banks in a safe
and secured manner
 Reaching the unreached - The model enable banks to extend financial services to the
unreached clients beyond their branch network as beneficiaries of the BCs are mostly
located at unbanked and underbanked area

2.4 Handling of Customer Complaints, Troubleshooting and Escalation Matrix

A. BHIM SBI Pay (UPI app)- Complaint Handling &

Troubleshooting tips
Frauds/Unauthorized Transactions

When an unauthorized transaction is reported by a customer, the UPI services on the

account/s can be blocked immediately though any of the available channels viz. Contact
Centre, Branch Interface, Customer Request Complaint Form (CRCF), INB, Yono Lite etc.
The navigations for these channels are:

1. Contact Centre: Customer to call on 1800112211/18004253800 Requests for Disabling UPI

services Customer Provides information sought for viz. registered Mobile no/Account No.
UPI services are disabled for the account/s
2. Branch Interface (Maker-Checker Concept): CBS App menu, UPI Disable/Re-enable UPI
3. CRCF (Customer Request Complaint Form): www.bank.sbi Complaints and Compliments
Customer Request and Complaint Form
4. INB: Internet Banking - My Account and Profile, Profile, Disable/Re-enable Account for UPI
5. Yonolite: Yono Lite Main Screen UPI Enable/Disable UPI

In case complaint is received at the Branch, following should be attached to the mail being
sent to support team:

 Complaint letter from the customer detailing about the incident including calls, if any,
received from the fraudster, the action taken by the customer etc.
 Account statement showing details of the transactions.
 Screen shots of the mobile messages, call, OTP receipts.
 Copy of Police FIR, if lodged. If not lodged, he should be advised to lodge a FIR & submit a
copy to the branch within 3 days (However, branches should not wait for FIR which can be
provided at a later stage when the charge back or claim is lodged on the other bank, but
within 3 days).

The handling and monitoring of frauds and unauthorized transactions are to be dealt with
strictly in accordance with the guidelines and instructions contained in the Master Circular on
 Handling and Monitoring of frauds. (R&DB/DB&NB/DP-UPI/31/2018 – 19/979 dated
17/10/2018)

Escalation Matrix: [email protected], [email protected]

 UPI Transactions Enquiry Link (Last 49 days transactions)

https://10.189.38.59/UPIAdminDashboard/getTransSearch (Customer Ref No is 12 digit

number from CBS narration)

B. Yono Lite – Trouble Shooting tips

I have a Dual SIM phone. Whenever I try to login to Yono Lite Personal, I 1. Kindly ensure you have working network connect
get an error "Unable to connect... Please check your device network 2. Ensure that your primary SIM (1st SIM) is enabled
connectivity..." it is not, kindly swap the SIMs and try logging into

While logging in, below message is displayed and ‘Existing Anywhere / For existing INB customers using Yono Lite Person
INB User’ screen is shown. Why? menu is mandatory to make use of SB Anywhere Pers
This device needs to be authenticated to perform secure transactions over Activation code to complete the above registration p
internet. registered with Bank.
After three invalid login attempts, “Application has been reset” error is For security reasons, application data is cleared on
shown Please complete the registration process from the Reg

Support & Escalation Matrix for Yono Lite

Email: [email protected]

[email protected]

[email protected]

[email protected]

C. SBI Quick – Troubleshooting

 Kindly Go to Settings on your phone >> Accoun
 Delete the Google Account
 Restart your device
Application Unable to download. Error – 491
 Add the Google Account back

After successful completion of the above, launch th

If you have dual SIM handset, then please chec
My mobile number is registered then also I am not getting SMS response.
should be kept in SIM slot 1.