FAQ's

Chargeback: Key Points to Know
Common Reasons for Raising a Chargeback:
Fraudulent activity, where the customer did not authorize the transaction verification by
issuing bank.
The product or service was not received.
The item received was faulty or not as described.
Charges made multiple times or for an incorrect amount.
Issues like unprocessed refunds, incorrect billing, or failure to cancel subscriptions.
Process to Raise a Chargeback:
Customer Dispute Submission:
Contact our call center or email us at care@nsdlbank.co.in.
Alternatively, go to the app menu (3 lines) → Raise a Dispute → Issue with the transaction →
Select Chargeback → Enter details.
Verification by Issuing Bank:
The bank reviews the dispute and may request supporting documents from the customer (e.g., receipts, emails ,FIR against fraudulent transaction).
Forwarding to Acquiring Bank:
If valid, the issuer forwards the chargeback request to the merchant's acquiring bank. Merchant Response:
The merchant can either accept or contest the chargeback by providing proof (e.g., delivery
confirmation).
Final Decision:
The issuing bank reviews all evidence and makes a final decision. If the chargeback is approved, funds are refunded to the customer.
For dispute TAT details, refer to the links below:
UPI-https://www.npci.org.in/PDF/npci/upi/circular/2024/UPI-OC-No-198-FY-24-25%E2%80%93Revision-ofDisputes-TAT.pdf
IMPS-https://www.npci.org.in/PDF/npci/imps/circular/2023/IMPS-I-OC-115-I-FY-23-24-I-Revision-of-DisputeTAT-for-IMPS.pdf
AEPS-https://www.npci.org.in/PDF/AePS/circular/2023-24/Circular-78-Revision-of-TAT-for-Chargeback-andFraud-Chargeback.pdf
ATM-https://www.npci.org.in/PDF/nfs/circular/2019-20/NFS%20OC%20No.349_Harmonisation%20of%20TAT%20and%20Customer%20compensation.pdf

User will select the Transaction- to raise the dispute

You can’t cancel a bill payment once you have made the payment successfully. If your bill payment fails for any reason, we will refund the amount to you.

To pay a postpaid mobile bill, follow the steps below
1. Tap on the Payments tab followed by Recharge and Bill Pay
2. Select Postpaid Mobile under Recharge and Bill Pay
3. Choose your operator from the list of options available
4. Enter the mobile. You can also search and select a contact from your contact list
5. Enter the bill amount
6. Click NEXT, Tap on CONFIRM & enter MPIN to make the payment
Once your payment has been made successfully, you will receive a confirmation from the service provider.

For electricity, gas, and other utilities (postpaid, broadband. Landline, water, insurance, school fees and loan repayments), the biller typically takes 3 to 4 working days to update your payment on their portal. However, your bill payment date will always be considered as the date you make the payment on Jiffy.
You will not be charged a late payment fee as long as you make your payment anytime on or before the bill due date. However, we recommend that you make bill payments 3 to 4 days before the due date to avoid any last-minute issues.

You can’t cancel a bill payment once you have made the payment successfully. If you have paid a bill incorrectly, we request you to contact the biller for assistance.

• Postpaid Mobile Bill
• Landline Bill
• Broadband bill
• Electricity bill
• Piped gas bill
• Water bill
• Insurance premium
• Loan repayment

If your bill is generated but you can’t fetch it on Jiffy, it means that your biller is yet to upload the bill online. We request you to wait for a few days & try again. Meanwhile, you can also reach out to your biller for any assistance.

Bank typically takes 2 working days, from the date you made the bill payment on Jiffy, to update your credit card payment in their records. Note that the date on which banks update their records is considered as your credit card payment date. You will not be charged a late fee if banks update this settlement before the due date.
Therefore , we recommend that you make your credit card bill payments at least 2 working days before the due date to avoid being charged a late payment fee.
Note: If you’ve made your credit card bill payment in less than 2 working days from the due date, NSLD Payments Bank will not be able to help you with any late payment fees that you have been charged.

Yes, the Bank levies monthly service fees of ₹ 5 + applicable GST on its Savings Account holders to provide seamless and secure banking services.

The Bank debits the monthly service fees from the customer’s savings account. In case of insufficient funds, the bank will put a lien on the account until the entire fee is paid. Once you pay the full amount, the bank will remove the lien from the account.

Yes, the bank charges an Account Closure Fee of ₹ 500 + applicable GST for saving account & ₹ 750 + applicable GST for Current account.

There are no account opening charges on opening Saving Account on NSDL Jiffy app.

First five transactions per month (Financial + Non-Financial) are free
Beyond Free limit, You will be charged Rs.21+GST on Financial Transaction & Rs.8+GST on Non-Financial Transaction.
For more details and updated Terms and Conditions, please refer Bank"s website www.nsdlbank.com

NSDL Payments Bank provides its customers with RuPay Platinum and Visa Classic debit cards. A virtual debit card is free of cost, but a physical debit card comes with a joining & annual fee of Rs 300 + GST. i.e. Rs. 354.  
Note: Annual fee will be charged on the Physical Debit Card Anniversary. If you have applied for a physical card on 10th July 2020 then the annual fee will be levied in July Month.

There are no charges on PoS & E-com transactions. However, the ATM withdrawal is chargeable after a certain free limit. Please visit our website www.nsdlbank.com for detailed charge structure.

Currently International Transactions are not allowed on any of the card provided by NSDL Payments Bank.

You can block your card debit card through the mobile app: Go to Card Section – Manage your card – Temporary Block. You can also block your card by calling our customer care number 022-42022100

If you have blocked your card temporarily, you can unblock by visiting Card Section | Manage your card | Unblock. However, if you have blocked your card permanently you cannot unblock that card. In this case, you have to apply for a new debit card by visiting the card section.

Set PIN option is available only for Physical Debit Card holders. You can set your PIN by visiting Card Section | Manage your Card | Set PIN

NSDL Payments Bank provides its customers with RuPay Platinum and Visa Classic debit cards. A virtual debit card is free of cost, but a physical debit card comes with an annual fee of Rs 300 + GST. i.e. Rs. 354.

You can use your virtual debit card for all the E-com transactions. If you want to use it for ATM cash withdrawals & PoS transactions, you can apply for a Physical Debit Card by visiting the Debit Card Section in your app

Activate Your NSDL Jiffy RuPay Debit Card :
Log in to the Jiffy App after opening your account.
Tap on the Debit Card tab
Select Manage Card and turn on E-Com Usage to activate your card.
Need your card details? Just click View Card Details and enter your 6-digit MPIN to see your Debit Card number and CVV
Set Your UPI PIN:
Open the UPI tab in the app.
Enter the last 4 digits of your Debit Card and its expiry date.
Create a 4-digit UPI PIN of your choice.
That’s it! Your debit card is ready, and you can now make UPI payments
with ease.

Generate Your Debit Card PIN
Simplify your banking with NSDL Payments Bank
Option 1: Via Jiffy App
Download and Login: Open the Jiffy app and log in with your credentials.
Access Card Settings:v Enter the last 4 digits of your Debit Card.
Click the Menu (3 lines in the top-left corner).
Navigate to Cards > Manage Card > Set Card Pin.
Verify the last 4 digits of your card (non-editable field).
Create PIN for Physical Debit Card :
Enter a 4-digit PIN of your choice (cannot be consecutive numbers like 1234 or repetitive like 0000).
Confirm the PIN.
Option 2: Via Customer Care
Call Us: Dial 022-69160500.
Language Selection: Press 1 for Hindi or 2 for English.
Generate PIN: Press 1 to proceed with ATM PIN generation.
Follow Prompts:
Enter the last 4 digits of your Debit Card.
Provide OTP (received via SMS).
Enter card expiry (MMYY format) and CVV.
Set and confirm your desired 4-digit PIN.
Your PIN will be successfully generated upon confirmation.

A transaction once submitted cannot be cancelled by the customer.

You can transfer funds using NEFT/IMPS/UPI from the account held with any other bank using the Bank Account & IFSC code of your Jiffy Savings Account.

You can follow the simple steps mentioned below to transfer money outside NSDL:
1. Login into the app. Go to “Payments” | ‘Transfers’ | ‘Transfer Money’
2. Click on ‘Add beneficiary’ and select ‘Other Bank’
3. Enter the beneficiary details (Name, A/c Number, IFSC Code) and submit
4. Choose IMPS/NEFT or UPI as a mode of transaction and enter the amount
5. Enter the OTP received on your registered mobile number
6. Confirm details
7. Enter MPIN to complete the fund transfer

In case an amount is debited from your account but failed to reach the beneficiary account, the funds of the failed transaction will be credited back to your account in 3 working days. We also recommend you report the issue to the bank via email or call, with the date & time of the transaction.

Your IFSC Code is mentioned under the Account Details tab.
IFSC code of NSDL Payments Bank is NSPB0000002

Yes, There is a debit transaction limit set by the bank.
Full KYC Account: Rs 200,000 per month
For more details or Terms and Conditions always refer Bank's website www.nsdlbank.com

To recharge a prepaid mobile, follow the steps below:
1. Tap Payments & then Recharge and Bill Pay
2. Select Prepaid Mobile under Recharge and Bill Pay
3. Enter the mobile number you want to recharge. You can also search and select a contact from your contact list
4. Verify the operator Name & Circle and modify them if needed
5. Enter the amount you want to recharge. To see available plans, tap View Plans and select a plan.
6. Click NEXT & then Tap on CONFIRM to make the payment
After successful payment on the app, an SMS confirmation will be sent out by the service provider to the number that was recharged. In case you have not received your recharge, reach out to the operator with the reference id that you see on the confirmation screen.

If you selected an incorrect plan/amount while recharging a number or recharged an incorrect number, the recharge cannot be cancelled by the operator. We request you to check the details of your recharge before trying again.
In case the plan received by you is different from the plan you recharged for, we request you to contact the operator.

If your recharge is failing repeatedly, check if you have selected a valid recharge amount for your operator. Make sure to also check the circle and operator before you proceed to recharge.
Sometimes, recharge fails due to technical issues at the operator’s end. If your recharge fails even if your amount and other details are correct, we suggest that you try again in some time.
Note: If your money is deducted for a failed recharge, you will receive a refund for the entire amount in 3 working days.

If you have opened your account under OTP based KYC, You have to upgrade to full KYC within a year. The option for upgrade to Full KYC is available for Min-KYC holders. To upgrade to Full KYC follow the steps below:
1. Tap on the Hamburger menu (three line menu icon)
2. Click on Upgrade to Full KYC
3. Accept the Terms & Conditions
4. Download & Upload Your Aadhaar XML file
5. Proceed for Esign
6. Option will be given for Sweep Account (You can choose to opt-in for Sweep Account)
7. Once you click on Next- Your upgrade to the Full KYC process is complete. It will take us 7 working days to convert your account after your submission.

It is a digitally signed document containing Aadhaar related details which can be generated by the Aadhaar cardholders by putting in their Aadhar numbers. A user can use this XML file for Aadhaar verification purposes without the need to mention their Aadhaar number.

Full KYC- An account opened with PAN detail & AADHAAR XML file is treated as Full-KYC.

KYC- Know Your Customer, refers to the norms, rules, and laws issued by RBI under which the Bank is required to verify your identification details before opening an account KYC documents are required for opening your account.

Min-KYC: An account opened with just Pan Card details & Aadhaar Card number followed by an OTP is treated as a Min-KYC account. Min-KYC accounts are valid for one year from the date of account opening.

As per RBI guidelines on KYC norms, Banks need to periodically update customer identification documents in the records of their account holders. In addition to the KYC carried out at the time of account opening, the account holders may be required to undergo re-KYC and submit the requisite documents. Why do you need to do Re-KYC
It is important to submit Re-KYC documents at periodic intervals, to avoid any restriction being placed in the account, as per RBI guidelines.
Channels for Re-KYC updation Mobile banking-
Login
Click on service request
Click KYC under type of issue and click ReKYC under issue category.
Provide confirmation that there is ""NO CHANGE"" under ""write here"".
Submit the request.
In case of change in Address then mention your convenient date & time under Write Here then submit the request.Our customer service executive will contact you to complete Re-KYC.
Note:- Please get the address changed in Aadhaar and then place a request for Re-KYC as Address can be updated in Bank records only if address is changed in Aadhaar.

Your address in your account is updated as per your aadhaar card details. Once your address is changed in Aadhaar, you can raise a Service Request in NSDL Jiffy Mobile App for change of address in your Bank account. Please write to us at care@nsdlbank.co.in for change of Address.

An email address is used for sending the offers and Bank related communications. It is also used for sending your monthly statement. you can raise a Service Request in NSDL Jiffy Mobile App for change of Email address in your Bank account. Please write to us at care@nsdlbank.co.in for change of Email Address

You can change your MPIN from the app login screen by following the steps below: Tap Forgot MPIN
Enter 6Digit OTP sent on your registered Mobile
Enter PAN & Date of Birth
Set your new 6-digit MPIN

A nomination is a must when it comes to all forms of bank accounts and even fixed deposits. If there is a nomination, the bank would simply pay-off the amount in the balance of the deceased's Nominee. Please write to us at care@nsdlbank.co.in for Nominee updation.

Once your Phone Number is changed in Aadhaar, you can raise a Service Request in NSDL Jiffy Mobile App for change of Mobile Number in your Bank account. Please write to us at care@nsdlbank.co.in for change of Mobile Number.

Yes, one can use more than one UPI application on the same mobile and link both same as well as different accounts

No, customer cannot link a wallet to UPI, only bank accounts can be linked.

This is a feature of the UPI payment platform (built by NPCI - an RBI regulated entity). The UPI platform retrieves the accounts details linked with your mobile number in a masked manner i.e. UPI App can't see all the details. This exchange is done over secure banking networks and we don't store or ever use it.

Go to Home Screen / UPI Tab --> Transaction History, to view all your past and pending transactions.

This happens in the following scenarios:
1. The verification SMS has not been sent from the device, or there's a network error
2. The device does not have a SIM.
3. Please ensure that your phone has data connectivity. If the problem persists, please delete the application, download and try again.

In such a case, please ensure that the mobile number linked to your bank account is same as the one verified in UPI services. If it is not the same, your bank accounts will not be fetched by the UPI platform

In case of change in UPI App, a person needs to re-register and it needs to create a new VPA with the handle of the new UPI App.

In any transaction, the UPI pin would be required which needs to be fed through the mobile at the time of any transaction making it safe and secured.

In case of mobile loss, one needs to simply block his mobile number thus no transaction can be initiated from the same mobile number which is a part of device tracking and at the same time UPI pin would be required for any transaction which is not to be shared with anyone.

If you change your handset, you will need to:
1.Download the UPI App again
2.Register through mobile verification
3.Your UPI Id will be auto saved

No problem at all. You can continue using UPI services as usual.

UPI services under Jiffy is available on Android platform.

In case of change in sim/mobile/application of the PSP, customer would require to re-register themselves for UPI.

Yes, several bank accounts can be linked to the same virtual address depending on the functionalities being made available by the respective PSPs. For NSDL Jiffy App user can link one Bank Account against one VPA.

UPI is providing additional benefits to IMPS in the following ways:
1.Provides for a P2P Collect Money functionality
2.Simplifies Merchant Payments
3.Single APP for money transfer
4.Single click two factor authentication

A UPI ID can be alphabetical, numeric or alphanumeric. It should be between 3-35 characters. It cannot contain any special characters (*,#,@ etc.) except dot(.) and hyphen(-) which are permissible. Your ID should be easy to remember such as yourname@nsdl or mobilenumber@nsdl.

The ID is unique to an individual. If the ID preferred by you has already been taken by someone else, you will have to create an alternate unique ID, which is easy to remember.

A UPI ID is an identifier which you create and link any of your bank accounts to make secure payments. The UPI ID can be yourname@nsdl or mobilenumber@nsdl etc which is easy to remember.

No, once the payment is initiated, it cannot be stopped.

All payments are instant and 24/7, regardless of your bank's working hours

Yes, a customer needs to register with his/her UPI PSP App before remitting funds using UPI and link his accounts.

In case of Virtual ID transaction, the beneficiary needs to have a Virtual ID and in turn be registered with UPI but in case of Account + IFSC, the beneficiary need not be registered for UPI. (Please check with your PSP and Issuing bank with regard to the services enabled on the App).

When you shop-online, you can pay through UPI when you see UPI as a payment option. On clicking that, you will need to enter your UPI Id (e.g., ABC@nsdl). Once entered, you will receive a collect request on your NSDL Jiffy App. Enter your UPI-PIN here and your payment will be complete.

You can scan any UPI QR codes using "Scan & Pay" option available on the UPI tab.

As soon as your merchant has processed the refund from its end, it should be instantly available in your default bank account.

You have the option to either call us or raise a complaint within the mobile application itself. You can navigate to "UPI Transaction History" in the "UPI" section and raise a query for that transaction.

Your transaction is successful, but due to some issue at the beneficiary bank end, there is a delay. The amount will reach him/her in 48 hours, once the bank is done with its daily settlements.

In case of failures money will be refunded back to your account. Sometimes this takes longer than intended. If you do not receive the refund within 1 hour, please contact customer support at your bank.

The different channels for transferring funds using UPI are:
a. Send/Collect through Virtual ID
b. Send using Beneficiary Account Number + IFSC

UPI provides for real time reversals for declines and amount would be transferred back to the payer account immediately. In case if it does not reverse the amount immediately, you can contact your bank for the same.

At present, the upper limit per UPI transaction is Rs.1 Lakh.

The timeline to approve a collect request needs to be defined by the requester. Default timeline set by NPCI is 30 minutes. Minimum timeline is 1 minute and Maximum timeline requestor can set is 90 days.

You can raise your complaint on support number shared on App or check status of UPI transaction under Transaction history Page and also raise a complaint from their itself.

We will not auto deduct payments from your account

You can set your UPI pin on any PSP app using your debit card details.

The transaction will fail if you enter the wrong UPI PIN.

In case someone forgets the UPI pin, user needs to re-generate a new UPI pin using his debit card details (the last six digits of their debit card & expiry date) using UPI App under section Forgot UPI Pin.

UPI-PIN (UPI Personal Identification Number) is a 4-6 digit pass code you create/set during first time registration with this App. You have to enter this UPI-PIN to authorize all bank transactions. If you have already set up an UPI-PIN with other UPI Apps you can use the same.
Note: The MPIN issued by Banks is different from the UPI-PIN, please generate a new UPI-PIN within the App.
Please do not share your UPI-PIN with anyone. This App does not store or read your UPI-PIN details and your bank's customer support will never ask for it.

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