Prepaid Cards FAQs
- What if I forget my Prepaid card pin?
You can call the Phone Banking number # 1800 103 1222 or approach nearest branch and request for a new PIN to be reissued to you. However, the new PIN will be delivered to your registered address. For retail customers, the new PIN will be delivered to your registered address.
- Whom should I contact if my card is lost or stolen?
In case your card is lost or stolen, immediately call the Phone Banking number (1800 103 1222), mentioned on the backside of your card, and report the loss of your card. This facility is available 24X7.
- Can the Prepaid card PIN be changed?
You can call the Phone Banking number # 1800 103 1222 or approach nearest branch for re-issuance of the PIN.
- Is there a load amount limit?
- Gift Card:- The maximum amount can be loaded in the Prepaid Gift Card is INR 10,000/-
- Reloadable Card:- Yes, Card balance cannot be more than INR 2,00,000 at any given point of time for full KYC customers.
- How can I load/reload funds in my card?
- Retail Customers
- Gift Card:- Retail Customer to visit the nearest available Equitas Bank Branch. However, Gift Card not reloadable in nature.
- Reloadable Card:- Retail Customer to visit the nearest available Equitas Bank Branch.
2. Corporate Customers
- Loading and reloading is as per the corporate instructions. It is not possible for cardholders to request a reload.
- Do I need to have an Equitas account to purchase prepaid card?
- Corporate customers to open a Current account with Equitas SFB. Corporate to which the customer is associated with, must have a current account with Equitas.
- Retail Customer are mandatorily required to open an account with the Bank.
- What is the validity period of my Card?
- GIFT Card:- 2 Years
Reloadable Card:- 3 Years (The same is available on the front view of your card.)
- Is the Card a debit card or a credit card?
The Card is a Prepaid payment instrument with an Indian Rupee value. The Card is not a credit, charge or a debit card. This Card should not be used for any unlawful purposes.
- What is the available balance on my Prepaid Card?
The unspent amount of the value loaded on your Prepaid Card is the "Available Balance".
- Can I withdraw cash from my Prepaid Card?
Gift Card - No
Reloadable Full KYC Card – Yes
- Can I Withdraw Cash from PoS device?
- Gift Card - No
- Reloadable Full KYC Card - Yes (Per transaction limit: Rs. 2000/- and Monthly limit: Rs.10,000/-) across all locations (Tier 1 to 6 centres)
- Can I use this my Prepaid card in foreign countries?
No, you can use prepaid card in India only.
- Where to i can share my feedback or complaints?
You may also register your feedback / complaints by calling us at our Toll Free Number 1800 103 1222 or write to us through the email address: email@example.com also please find link https://www.equitasbank.com/register-your-feedback.
- Who can issue and operate PPIs in India?
A company incorporated in India and registered under the Companies Act, 1956 / Companies Act, 2013 can issue and operate PPIs after receiving authorisation from RBI.
- How many PPI issuers have been approved by RBI? Where can I find the list of authorised bank and non-bank PPI issuers?
The list is available on the RBI website at the link https://www.rbi.org.in/Scripts/PublicationsView.aspx?id=12043 and https://www.rbi.org.in/Scripts/bs_viewcontent.aspx?Id=2491.
- What are PPIs?
- PPIs are instruments that facilitate purchase of goods and services, including financial services, remittance facilities, etc., against the value stored on such instruments. PPIs that can be issued in the country are classified under two types viz. (i) Small PPIs (or Minimum-detail PPIs), (ii) Full-KYC PPIs.
- Small PPIs (or Minimum-detail PPIs): These PPIs are issued by banks after obtaining minimum details of the PPI holder and it can be used for purchase of goods and services. Funds transfer or cash withdrawal from such PPIs is not permitted.
- Full-KYC PPIs: The PPIs are issued by banks after completing Know Your Customer (KYC) of PPI holder. These PPIs can be used for purchase of goods and services, funds transfer or cash withdrawal.
- Who is an issuer of PPI?
PPI issuer is an entity operating / participating in a payment system for issuing PPIs to individuals / organisations. The money so collected is used by the entity to make payment to the merchants who are part of the acceptance arrangement and for facilitating funds transfer / remittance services.
- Who is a holder of a PPI?
A holder is an individual / organisation who obtains / purchases PPI from the PPI issuer and uses the same for purchase of goods and services, including financial services, remittance facilities, etc. However, in case of a Gift PPI, the targeted beneficiary (though not being a purchaser) can also be a holder.
- Does a holder earn any interest on PPI balances?
No interest is payable on PPI balances.
- How can a PPI be loaded?
PPIs can be loaded / reloaded by debit to a bank account. The loading / reloading of PPIs shall be through payment instruments issued by entities regulated in India and shall be in Indian Rupees (INR) only.
- Is there any limit on loading of PPIs by cash or electronic means?
The limit on loading of PPIs via electronic / online is within overall limit of respective type of card.
- In what form can a PPI can be issued?
The PPIs may be issued as cards, wallets, and any such form / instrument which can be used to access the PPI and to use the amount therein. PPIs in the form of paper vouchers shall no longer be issued.
- In what form prepaid meal instruments can be issued? Are they allowed to be reloaded?
Like any PPI, prepaid meal instruments may be issued as cards, wallets, and in any such form or instrument (except in the form of paper vouchers) which can be used to access the PPI and to use the amount therein. Prepaid meal instruments can be issued as Full KYC PPIs without cash withdrawal and funds transfer facility.
- Can a remitter create new PPIs for each cash based remittance?
PPI issuers, including their agents, shall not create new PPIs each time, for facilitating cash-based remittances to other PPIs / bank accounts. PPIs created for previous remittance by the same person shall be used.
- Can co-branded PPIs be issued?
Yes. PPIs can be issued on solo basis by a PPI issuer or on co-branded basis with another entity.
- Who can be a co-branding partner of the PPI Issuer?
The co-branding partner shall be a company incorporated in India and registered under the Companies Act, 1956 / Companies Act, 2013. In case the co-branding partner is a bank, then the same shall be a bank licensed by RBI. In case of co-branding arrangement between a bank and a non-bank entity, the bank shall be the PPI Issuer.
- In case of a co-branded card, who will be responsible for addressing all customer service aspects?
Between the two partners, one will be designated as a PPI issuer who shall be responsible for addressing all customer service aspects relating to the co-branded PPI.
- What is meant by the word KYC mentioned in the PPI-Master Direction dated February 10, 2023 (PPI-MD)?
The meaning of KYC is as defined in paragraph 6 of the PPI-MD.
- What is included in minimum details to be obtained in a Small PPIs (Or Minimum detail PPIs)?
Minimum details shall necessarily include a mobile number verified with OTP and a self-declaration of name and unique identity / identification number of any ‘mandatory document’ or OVD or any such document with any name listed for this purpose in the Master Direction on KYC, as amended from time to time.
- What are salient features of Small PPI 'minimum detail PPI'?
The salient features of Small PPI( 'minimum detail PPI' )are as follows :
- These PPIs are reloadable in nature.
- The amount loaded during any month shall not exceed ₹ 10,000/- and the total amount loaded during the financial year shall not exceed ₹ 1,20,000/-.
- The amount outstanding at any point of time shall not exceed ₹ 10,000/-.
- The total amount debited during any given month shall not exceed ₹ 10,000/-.
- These PPIs shall be used only for purchase of goods and services. Funds transfer to bank accounts or PPIs of same / other issuers shall not be permitted.
- Can anyone do funds transfer from a Small PPIs 'minimum detail PPI'?
Funds transfer from a Small PPIs 'minimum detail PPI' to bank accounts or to PPIs of same / other issuers shall not be permitted.
- What happens to outstanding balance if the Small PPIs 'minimum detail PPIs' is not required anymore and has to be closed?
PPI holder has the option to close the PPI at any time and transfer the outstanding balance to his / her 'own bank account' after complying with KYC requirements. The account to which the closure proceeds are to be transferred has to be 'duly verified by the PPI Issuer' before allowing such transfer. PPI holder can also transfer the funds 'back to source' (source of payment from where the PPI was loaded) at the time of closure.
- What is meant by 'duly verified by the issuer'? How can the PPI issuer be sure that it is the 'own bank account of the PPI holder'?
PPI issuer is responsible for verifying that the bank account pertains to the PPI holder for which it may devise suitable methods of verification.
- Can a PPI holder close the 'KYC compliant PPI'? If yes, what will happen to the outstanding amount?
PPI issuers shall give an option to the KYC compliant PPI holders to close the PPI and transfer the balance to bank account as per the applicable limits of this type of PPI. For this purpose, customer to visit nearest Equitas Bank branch and provide request letter for credit of proceeds to customer’s bank account along with bank statement/cancelled leaf/ Passbook to evidence the bank details.
- What are the features of Full KYC PPIs?
The salient features of Full KYC PPIs are as follows :
- They are reloadable in nature.
- The amount outstanding in such a PPI shall not exceed ₹ 2,00,000/- at any point of time.
- They can be used for purchase of goods and services, funds transfer and cash withdrawal.
- Is there a requirement of explicit customer consent for each transaction using a PPI?
Every successive payment transaction using a PPI has to be authenticated by explicit customer consent. Similarly, the PPIs issued in the form of cards (physical or virtual) shall necessarily have an Additional Factor of Authentication (AFA) as required for debit cards, except in case of PPIs issued under PPI-MTS.
- What are salient features of a Gift Instrument?
The salient features of prepaid gift instruments are as follows :
- Maximum value of each such prepaid gift instrument shall not exceed ₹ 10,000/-.
- These instruments shall not be reloadable
- Cash-out or refund or funds transfer shall not be permitted for such instruments.
- The gift instruments may be revalidated (including through issuance of new instrument) as per the Board approved policy of the issuer.
- What are salient features of PPIs for Mass Transit Systems (PPI-MTS)?
The salient features of PPIs for Mass Transit Systems (PPI-MTS) are as follows :
- These are semi-closed PPIs issued by mass transit system operators.
- Apart from the mass transit system, such PPI-MTS can be used only at other merchants whose activities are allied / related to or are carried on within the premises of the transit system.
- They can be reloadable in nature.
- Maximum outstanding cannot exceed the limit of ₹ 3,000/- at any point of time.
- Cash-out or refund or funds transfer are not permitted.
- They can be revalidated (including through issuance of new instrument) as per the Board approved policy of the issuer.
- There is no need of AFA for transactions using such PPIs.
- I was given an option to convert my PPI into the new categories allowed in the PPI-MD, however, I have not exercised the option. What will happen to my PPI and balance thereof?
Where a PPI holder has not exercised the option of converting into any of the new categories, the PPIs issued to his / her shall mandatorily be converted into a minimum detail PPI with all the applicable features as on March 01, 2018. While the PPI holder shall be allowed to use the existing balance for purchase of goods and services, no further credit / loading shall be allowed till the minimum details are obtained.
- What is the minimum validity period of a PPI?
- GIFT Card:- 2 Years
- Reloadable Card:- 3 Years
- What will happen to a PPI that is not used for a certain period?
A PPI with no financial transaction for a consecutive period of one year shall be made / treated as inactive after sending a notice to the PPI holder. It can be reactivated only after validation and applicable due diligence.
- What will happen to the outstanding balance in such PPIs where the scheme is being wound-up or are directed by RBI to be discontinued?
The holders of such PPIs shall be permitted to redeem the outstanding balance in the PPI, if for any reason the scheme is being wound-up or is directed by RBI to be discontinued.
- How the refunds in case of failed / returned / rejected / cancelled transactions shall be dealt with?
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.
- Can refunds in case of failed / returned / rejected / cancelled transactions using any other payment instrument be credited to a 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.
- What are the disclosures to be made by the PPI issuer at the time of issuance?
PPI issuers shall disclose all important terms and conditions in clear and simple language to the holders while issuing the instruments. These disclosures shall include :
- All charges and fees associated with the use of the instrument.
- The expiry period and the terms and conditions pertaining to expiration of the instrument.
- What is the grievance redressal set-up prescribed for a PPI Issuer?
PPI issuers shall put in place a formal, publicly disclosed customer grievance redressal framework, including designating a nodal officer to handle the customer complaints / grievances, the escalation matrix and turn-around-time for complaint resolution. The framework shall include, at the minimum, the following :
- Dissemination of the information of customer protection and grievance redressal policy of the PPI issuer in simple language.
- Clear indication of the customer care contact details of the PPI issuer, including details of nodal official for grievance redressal on website, mobile apps, and cards.
- Display of proper signage by the agents of the PPI Issuer and the customer care contact details as at (b) above.
- Providing specific complaint numbers for the complaints lodged along with the facility to track the status of the complaint by the customer.
- Initiating action to resolve any customer complaint / grievance expeditiously, preferably within 48 hours and resolve the same not later than 30 days from the date of receipt of such complaint / grievance.
- Display the detailed list of the authorized / designated agents (name, agent ID, address, contact details, etc.) of the PPI issuer on the website / mobile app.
- Also provide answers to Frequently Asked Questions (FAQs) on the website / mobile app related to the PPIs.
- What is the protection available in case of unauthorized / fraudulent transactions involving PPIs?
Bank PPI issuers shall be guided by the Department of Banking Regulation, circular DBR.No. Leg.BC.78/09.07.005/2017-18 dated July 6, 2017 on Customer Protection - Limiting Liability of Customers in Unauthorised Electronic Banking Transactions.
- Is there any instruction on providing account statement or transaction history of PPI transactions?
PPI issuers shall provide an option for the PPI holders to generate / receive account statements for at least past 6 months. The account statement shall, at the minimum, provide details such as date of transaction, debit / credit amount, net balance and description of transaction. Additionally, the PPI issuers shall provide transaction history for at least 10 transactions.
- Is the Banking Ombudsman Scheme applicable for PPI transactions?
In case of PPIs issued by banks, customers have recourse to the Banking Ombudsman (BO) Scheme.
- Can a PPI issuer issue multiple PPIs to same customer?
A PPI issuer can issue any one of the following two types to a customer :
- Small PPIs (or Minimum-detail PPIs).
- Full-KYC PPIs