Frequently Asked Questions

When a collect request is received by you, 

a.  You will receive an SMS with a link and a notification stating that you have a collect pay request. You can click on the notification or the SMS link to open the Airtel Thanks application and land on the Pending transactions screen. 

b. Alternately, login to Airtel Thanks app and navigate to the BHIM UPI section. 

c. On the UPI home screen you will see Pending UPI transactions. On clicking this, you will land on the Pending transactions screen. 

d. Please review the next screen carefully to ensure you recognise the person or merchant who has initiated the collect request on you. 

e.  Upon reviewing, you have following options: Approve, Decline, Mark user as Spam, Mark user as Spam and Block user 

f.  If you Approve, then you will be asked to enter the UPI pin to pay the user. 

g. If you click on any other option, the transaction will decline and no money will be deducted from your account. 

In case of failed transactions, the money (if debited) will be credited to your account instantly. In case of timed out transactions, amount will be settled to the beneficiary account or debit account within 5 working days. 

Zero charges for UPI transactions done via Airtel Payments Bank Savings account or Airtel Payments Bank UPI Id. 

There are various reasons for a UPI transaction failure: 

1.     The system would be down 

2.     Wrong UPI PIN 

3.     Incorrect beneficiary UPI ID 

4.     If the receiver is not on Bharat Interface for Money 

5.     Insufficient balance in your account. 

6.     You didn’t respond to the safe pay alert or rejected it. 

7.     You have reached the maximum transaction limit. 

You have the option to either call us or raise a complaint within the mobile application itself. In Airtel Thanks app, you can navigate to "More" and click on "Help and Support". Please give us the following details to enable us to assist you faster: Transaction ID Your virtual payment address Beneficiary virtual payment address (in case of pay) or remitter virtual payment address (in case of collect) Date and Time of transaction 

To avoid transaction failures - 

1.     Ensure that the UPI PIN is entered correctly 

2.     If the receiver is not on UPI, choose to pay via IFSC instead of mobile number 

You will be able to set your UPI PIN through any other UPI enable Bank app. 

UPI PIN (UPI Personal Identification Number) is a 4-6 digit secret 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 a UPI PIN with other UPI apps, you can use the same on Airtel UPI. 

Note - Banks issued MPIN is different from the UPI PIN. Please generate a new UPI-PIN in the Airtel Thanks app. 

Important - Please do not share your UPI PIN with anyone. Airtel Thanks app does not store or read your UPI PIN details, and your bank's customer support will never ask for it. 

For successful UPI transactions, funds get credited into the beneficiary's account instantaneously. 

You can download the Airtel Thanks app. Go to the BHIM UPI section in the Airtel Thanks app and start the UPI registration process. After successful completion of UPI registration and linking of the bank account, you will be redirected to the BHIM UPI home screen, where you can see your UPI Id. You can create more VPAs by clicking on the "Create New UPI Id" section as well. 

You cannot transfer money abroad using UPI. 

For any transaction, you will see a status instantly on your screen. If for some reason the transaction is delayed or pending, the result will be posted on your Transaction History page along with a UTR# or bank reference number. In addition, you will receive an SMS from your bank. 

Unified Payment Interface (UPI) enables all bank account holders (of banks participating in UPI) to send and receive money from their smartphones with a single identifier (the virtual payment address) without entering any additional bank account information. UPI can also be used to pay merchants who accept UPI as a payment mode. 

If you lose your phone, the UPI PIN required to authorize all transactions will not be known to a third person and hence they will not be able to use the Airtel Thanks app BHIM UPI Section. In addition, please contact our customer support at your bank. 

If the transaction is failed/void/timed out/declined, please check after transaction +5 working days. The amount will either be credited to the beneficiary account or refunded to your account. 

In case the amount does not get credited to the beneficiary account within transaction +5 working days or there is no refund in your account, call our Customer Care number 400. 

Or write to us at wecare@airtelbank.com with your savings account number, date of transaction, amount of transaction, and any other details regarding the transaction from your registered email ID for further assistance. 

1. Log in to the Airtel Thanks app. 
2. Go to the BHIM UPI Section and register for UPI. 
3. If you are an Airtel Payments Bank account holder, your account will be automatically linked. 
4. Post successful linking, you will land on the home screen of Airtel UPI. 
5. Tap on the UPI Id where you will get an option to add more accounts. 
6. On clicking this option, you will see a list of banks to select from. 
7. Upon tapping any of the banks, your bank account in that bank will be automatically linked to your UPI Id. 

A "UPI Id" is an identifier (that takes a form like abc@airtel, where "abc" is a unique name that you can choose for yourself) that can be uniquely mapped to an individual account using a translation service. UPI services of Airtel Payments Bank offer customers the option to create three UPI Ids so that they can use them for making and receiving payments. 

UPI services are available 24 hours a day, all days of the week, throughout the year. There are no holiday restrictions on UPI transactions. 

You can set your UPI PIN by going to the BHIM UPI section > clicking on UPI Id. You will see all your linked bank accounts or you can add them there itself. Next, you will see three dots against each bank account. By clicking on those, you will get an option to set UPI Pin. By clicking that, you will be prompted to enter the last six digits of your Debit/ATM card along with the expiry date. You will then receive an OTP which you will enter and set your UPI PIN. 

Note - UPI PIN is not the same as MPIN provided by your bank for mobile banking. 

You will get an SMS on your registered mobile number on successful completion of the UPI transaction. 

The service is instant and available 24X7, even on public/bank holidays. Customers can transfer funds in simple steps by providing the virtual payment address of the beneficiary. Also, there is no pre - registration required for the beneficiary. 

If you change your handset, you will need to: 

1. Download the Airtel Thanks app again. 
2. Log in with your mobile number and OTP. 
3. Go to the BHIM UPI section. 
4. Allow the app to verify you for security. After verification, your account will be restored. 

Yes, the beneficiary needs to download a UPI app and register for a UPI Id. They need to communicate this UPI Id to you to initiate a transaction. The beneficiary may also choose not to register for UPI and can just share their account number and IFSC details to receive the money via UPI. 

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

On entering the wrong UPI PIN, the transaction will fail and show an error 'Wrong / Incorrect UPI PIN entered.

You can check your transaction status using "UPI Transaction history" inside "BHIM UPI Section" on the app

The refund happens within 5 working days. 

You have the choice of either linking all accounts to a single UPI Id. In this scenario, please ensure you appropriately tag which account you would like to use as the default account to debit and which account you would like to use as the default account to credit. Alternatively, you can assign a separate UPI Id for each account. 

In Airtel Thanks app: 

1. Login to Airtel Thanks app and click on BHIM UPI. 
2. Click on Pay and choose Pay to UPI Id. 
3. Enter the details of the beneficiary UPI Id, amount, and remarks. If you have multiple accounts, you can choose the bank account you would like to debit. Click on Proceed. 
4. Please review the next screen carefully to ensure you have filled in all details correctly. 
5. Next, enter the UPI pin to complete the transaction.

Yes. Payment can be made via IFSC/ Account number, if the person is not registered on UPI. 

At the time of UPI registration, if you have an Airtel Payments Bank account, it will automatically be linked, and you can start transacting. If you don’t have an Airtel Payments Bank account, then you will be asked to link a bank account from a list of banks. You can link multiple accounts by going to the BHIM UPI section and clicking on the visible UPI Id. Over there, you will see linked bank accounts and an option to add more bank accounts. 

You can either set a bank account as a primary to make and receive payments from it all the time. Also, at the time of the transaction, there is an option to select the bank from which the transaction is desired to be made. 

Through Airtel UPI you can make the following type of transactions: 

1. Request or Send Money via UPI Id 
2. Request or Send Money to Contacts 
3. Send Money through IFSC code, Account No. 
4. Check balance 
5. Scan and Pay

When a collect request is received by you: 

a. You will receive an SMS with a link and a notification stating that you have a collect pay request. You can click on the notification or the SMS link to open the Airtel Thanks application and land on the Pending transactions screen.

b. Alternately, log in to the Airtel Thanks app and navigate to the BHIM UPI section.

c. On the UPI home screen, you will see Pending UPI transactions. On clicking this, you will land on the Pending transactions screen.

d. Please review the next screen carefully to ensure you recognize the person or merchant who has initiated the collect request on you.

e. Upon reviewing, you have the following options: Approve, Decline, Mark user as Spam, Mark user as Spam and Block user.

f. If you Approve, then you will be asked to enter the UPI pin to pay the user.

g. If you click on any other option, the transaction will decline, and no money will be deducted from your account.

You need the UPI Id of the beneficiary or the remitter. You don’t need any other details to initiate a transaction. 

No problem at all. You can continue using Airtel UPI for Money as usual. You will just need to re-register on the new device using the same mobile number and SIM. 

To enable transfers directly using your bank account, your bank needs to be live on the Unified Payment Interface (UPI) platform. All the banks, which are currently live on UPI, have been listed in the Airtel Thanks app BHIM UPI section. 

UPI is designed to adhere to the two-factor guidelines of RBI. If you lose your SIM card/mobile, the other person would still need to know your UPI PIN to transact on your accounts.

All payments are instant and 24X7 regardless of your bank's working hours! 

You can change your default account by logging into the Airtel Thanks app and navigating to the BHIM UPI section. Next, click on the Airtel UPI Id visible on the UPI home screen. You will land on a screen consisting of all your linked accounts. Next to every account, there are three dots. Click on these dots of your desired bank account, where you will see an option as “Make Primary.” Clicking this option will make your desired account the primary/default account for your UPI transactions. 

Please ensure that the mobile number linked to your bank account is same as the one verified in Airtel Thanks app. If it is not the same, your bank accounts will not be fetched by the UPI platform. Also, only Savings and Current bank accounts are supported by UPI platform. 

a.     Login to Airtel thanks app and click on BHIM UPI. 

b.     On the UPI home screen, choose Request Money. 

c.     Enter the details of the transaction such as the UPI Id of the person you would like to collect from, amount and remarks. If you have multiple accounts/virtual payment addresses, you can choose the bank account you would like to credit.  

d.     Click on Proceed. 

Alternatively, you can also show your UPI QR code to the person to receive money. The sender needs to scan the QR code from any UPI app and can start sending money to you. 

In Airtel thanks app, you can navigate to BHIM section and on the home screen you will have an option as "Pending transactions". Here, you will find the list of transactions that are pending with you. Choose a transaction that you would like to authorise and press the approve button to authorise it. 

Yes, you can send money using the Airtel thanks app from your UPI enabled bank account. You will need to register and set a UPI PIN using the debit card details linked to the bank account. If your beneficiary’s bank account is also linked to UPI, you can simply use their UPI Id. If not, you can use IFSC code, Bank account or MMID, Mobile number to send money. 

This is a banking network (UPI) requirement. The mobile number which is used to register with Airtel thanks app is used to match the bank accounts linked against it. 

You just need a mobile number, SIM and a bank account of the bank which is certified to provide UPI Id. 

The transaction is instant. You can send and receive money instantly. 

You will receive an SMS from the bank that the money is credited into your account. 

At the time of linking of bank account, you just need to choose your bank from the list provided to you. On the basis of your mobile number, the bank account details will be automatically fetched.   

Customers need to send “Disable” to 9205832352 from their registered mobile number to disable UPI services on Airtel Payments Bank account.

The beneficiary can use the funds instantly.

Yes, you can send an SMS "Disable UPI" to 50400 to disable UPI services on your Airtel Payments Bank Savings Account. 

You can send an SMS "Enable UPI" to 50400 to re-enable UPI services on your Airtel Payments Bank Savings Account.