Frequently Asked Questions

UPI LITE is an online wallet, which you can use to pay without a UPI PIN.
You can pay up to ₹1000 per transaction and carry out multiple transactions of up to a total of ₹10,000 per day.

Following are the benefits of UPI LITE:

1. Make payments without a UPI PIN

2. No additional KYC is required to set up a UPI LITE Account

3. You can use UPI LITE to make UPI payments any time. From ‘Scan to Pay’ to merchant to ‘Pay to Mobile Number’ to people, you can use UPI LITE to make seamless payments. Please note that you can’t use UPI LITE for a few payments like UPI International, Auto pay, Collect requests.

1. Go to UPI LITE under the ‘UPI Payments’ section on your iMobile app

2. Click on the ‘Get Started’ button

3. Choose the Bank Account that you want to link with UPI LITE and proceed

4. Enter the amount that you wish to add to your UPI LITE wallet and proceed by clicking on ‘Swipe to add money’

5. Enter your UPI PIN.

Given below are the transaction limits:

Per transaction limit: Up to ₹1000
Cumulative usage per day: ₹10,000
The maximum amount which can be added to the UPI LITE Account at any time: ₹5,000

1. Click on ‘UPI LITE Balance’ under the ‘UPI Payments’ section on your iMobile app

2. Enter the amount that you wish to add to your UPI LITE wallet and proceed by clicking on ‘Swipe to add money’
3. Enter your UPI PIN
Please note that your UPI LITE balance cannot be more than ₹5,000 at any given time.

You should first close the existing UPI LITE Account on your mobile device so that the UPI LITE balance is transferred to your Bank Account. You can then open a new UPI LITE Account on your new device.

1. Click on ‘UPI LITE’ under the ‘UPI Payments’ section on your iMobile app

2. Tap on the 3-dot menu
3. Tap on ‘Close UPI LITE’
4. Review the details and proceed with the closure by clicking on ‘Yes’.

No, Money cannot be added to your UPI LITE wallet using a debit or credit card. To load money to your UPI LITE wallet you must use the savings account linked with the iMobile app, and authenticate the transaction with your UPI PIN.

A unique UPI LITE Account can be created on a given app.
The same Bank Account can be used to create multiple UPI LITE Accounts on multiple apps
At any given point of time, only one UPI LITE Account (offered by one bank) can be enabled on a UPI app.

yes you can top up your UPI LITE wallet instantly using your linked savings account. Additionally, you have the option to enable the AUTO TOP UP feature in UPI LITE, which will automatically recharge your wallet when the balance drops below a specified amount.

In case any amount is deducted, it will be refunded to the Bank Account linked with UPI LITE within 5 days from the payment date. In case, the money is not refunded within 5 days, please contact ICICI Bank Customer Care on 1800 1080.

To approve a payment request, follow the steps below:

1. Login to the iMobile app, go to ‘UPI Payments’ and click on ‘Accept’ in the New Request drawer/click on the request card under the ‘Act on your pending requests’ section from the UPI Payments page/go to ‘Payment request’ and click ‘Accept’ on the request card you want to approve

2. Select the debit account and click on ‘Swipe to pay’

3. Enter the UPI PIN to authenticate and approve the payment.

If you do not approve the payment request, the transaction will not be completed and will expire automatically after some time.

No, you cannot modify a payment request once it is sent. You can only approve or reject it.

Yes, you can cancel a payment request. To cancel a payment request, follow the steps below:

1. Login to the iMobile app, go to ‘UPI Payments’ and click on ‘Reject’ in the New Request drawer/click on the request card under the ‘Act on your pending requests’ section from the UPI Payments page/go to ‘Payment request’ and click ‘Reject’ on the request card you want to cancel

2. Click on ‘Yes’ in the pre-confirmation drawer.

To check your active UPI mandates, follow the steps below:

1. Login to the iMobile app and go to ‘UPI Payments’

2. Click on ‘UPI Mandates’ to see your all active mandates.

Yes, you can revoke/cancel a mandate from the iMobile app. To revoke any mandate, follow the steps below:

1. Login to the iMobile app, go to ‘UPI Payments’ and click on ‘UPI Mandates’

2. Tap on the mandate you want to revoke and click on the ‘Revoke’ button

3. Click on ‘Revoke’ in the pre-confirmation drawer to complete the cancellation process.

<Note> You cannot modify the mandate from the iMobile app, however you can modify the mandate instructions through the app in which the mandate was created.

To remove/delete your UPI number, follow the steps below:

1. Login to the iMobile app and go to ‘UPI Payments’, then click ‘My UPI ID’

2. Click on the UPI number you want to remove/delete

3. Click on the ‘Remove’ button to remove your UPI number.

Note: You can reclaim the UPI number anytime within the next 6 months of removal.

You can find your UPI ID in the UPI dashboard of the iMobile app. To view your UPI ID, just click on ‘UPI Payments’ after successfully logging in to the app.

To create a UPI number, follow the steps below:

1. Login to the iMobile app and go to ‘UPI Payments’, then click ‘My UPI ID’

2. Click on ‘Create new’ and choose either ‘Use your mobile number’ or ‘create a new UPI number’

3. Enter your 8 to 9-digit UPI number and click on ‘Confirm’.

To set your mobile number as your UPI number, follow the steps below:

1. Login to the iMobile app and go to ‘UPI Payments’, then click ‘My UPI ID’

2. Click on ‘Link your mobile number’

3. Click on ‘Continue’ to set your mobile number as the UPI number on the iMobile app.

To reset/change your UPI PIN, follow the steps below:

1. Login to the iMobile app and go to ‘UPI Payments’, then click ‘My UPI ID’

2. Click on the bank account for which you want to change the UPI PIN

3. Click on ‘Reset PIN’ in the ‘Account details’ page

4. Enter your old UPI PIN and set a new UPI PIN.

To delink your bank account, follow the steps below:

1. Login to the iMobile app and go to ‘UPI Payments’, then click ‘My UPI ID’

2. Click on the bank account you want to delink

3. Click on ‘Delink’ in the ‘Account details’ page.

Yes, you can link multiple bank accounts through the iMobile app. You can link multiple bank accounts to your UPI ID as well.

To switch your default UPI bank account, follow the steps below:

1. Login to the iMobile app and go to ‘UPI Payments’, then click ‘My UPI ID’

2. Click on the bank account which you want to set as ‘Default send/receive’

3. Click the tick box to enable the ‘Default send/receive’ option.

To add favorites in the iMobile app, follow the steps below:

1. Login to the iMobile app, go to ‘UPI Payments’ and click on ‘Add your favourites here’

2. Select the contact/s you want to add as your favourite/s.

Yes, you can remove a contact from your favourites. To do so, follow the steps below:

1. Login to the iMobile app, then go to ‘UPI Payments’ and click on ‘Manage’

2. Click on the 3-dot icon beside the name you want to remove

Select ‘Remove favourite’ to remove the contact from your favourites list.

To link your bank account to the app, follow the steps below:

1. Login to the iMobile app, go to ‘UPI Payments’ and click on ‘My UPI ID’

2. Click on the bank account logo at the bottom of the screen

3. Select the Bank name and the account you want to link to the app

4. Finally, enter your Debit Card/Aadhaar Card details to verify.

NRI customers having NRO Accounts can use UPI after successful mobile verification on iMobile. Customers having registered mobile numbers in the following countries can access UPI: 

- India 
- Singapore 
- Australia 
- Canada 
- Hong Kong 
- Qatar 
- Oman 
- USA 
- Saudi Arabia 
- UAE 
- UK

For more NRI –related FAQs, please visit - UPI for NRIs: Secure UPI Payment App for NRIs - iMobile

First, check the status of the transaction in UPI history. If it is a

• Failed Transaction: Refund will be credited within 2–3 days. If not, call customer care: 1800 1080.
• Pending Transaction: Amount will be credited in 2–3 days. Contact support at 1800 1080 if not received.
• Successful Transaction (as confirmed by receiver's bank): If money went to the wrong account, request refund from the receiver. Verify the status on UPI/iMobile app.
• Double Payment/Payment from Alternate Method: Contact the merchant for disputes. Call 1800 1080 if needed.
• Fraudulent Transaction: Call 1800 1080 immediately.

Info to Keep Ready When Contacting Support: UPI Transaction ID, Transaction Status, Date & Time, Amount & Receiver Details & Screenshots (if available)

Resolution Time: 3–7 days (may take up to 30 days in some cases)

There are four stages of dispute resolution:

• Chargeback
• Pre-Arbitration
• Arbitration/NRP(NPCI Review Panel)
• PRD (Panel for Dispute Resolution)

• If a UPI transaction issue remains unresolved, the customer can request their bank to raise a chargeback within 40 days from the date of transaction.
• The bank will raise the chargeback based on the customer’s complaint.
• The beneficiary bank has a TAT of 15 days to respond to the chargeback.
• The beneficiary bank can either accept or reject the chargeback based on the final transaction status.
• Once the chargeback TAT is completed, the bank will inform the customer of the outcome.
• If accepted, the dispute is resolved. If rejected, the customer may escalate to the next stage — Pre-Arbitration.

• If the chargeback is rejected, the customer can request Pre-Arbitration within 08 days of the chargeback rejection.
• The bank will validate the dispute and raise a Pre-Arbitration request on the NPCI portal.
• The beneficiary bank will review and respond to the Pre-Arbitration request.
• The customer will be informed of the status based on the beneficiary bank’s response.
• If accepted, the dispute is resolved. If rejected, the customer may escalate to the third stage-Arbitration/NRP.

• NRP is the third level of dispute resolution where NPCI independently reviews all submitted documents.
• NPCI charges a fee of ₹500 + GST for this service, to be borne by the customer.
• The bank can raise an NRP case within 12 days of the Pre-Arbitration rejection.
• NPCI has a TAT of 30 days to investigate and provide a final verdict.
• If the verdict is in the customer’s favor, the dispute is resolved. If not, the customer may proceed to the final stage-PRD.

Important Note:

If the customer chooses to escalate the dispute to NRP or PRD, they must ensure sufficient balance in their account to cover the applicable fees:

• NRP Fee: ₹500 + GST
• PRD Fee: ₹3,000 + GST

PRD is the final level of dispute resolution where both parties (customer and merchant) can present their case.

• NPCI will review the documents submitted by both sides and make a final decision.
• The fee for PRD is ₹3,000 + GST, payable by the customer if they choose to opt for it.
• PRD must be raised within 12 days of the NRP verdict.
• NPCI takes up to 30 days to provide a verdict.
• The bank will update the customer based on NPCI’s decision.

Important Note:

If the customer chooses to escalate the dispute to NRP or PRD, they must ensure sufficient balance in their account to cover the applicable fees:

• NRP Fee: ₹500 + GST
• PRD Fee: ₹3,000 + GST

How many chargeback requests can I raise?

• A customer can raise 10 chargeback requests in 30 days rolling span against the originating UPI ID.
• 5 chargeback requests in 30 days rolling span can be raised on Payer & payee’s UPI ID combination.

A UPI transaction dispute arises when a customer reports an issue related to a UPI transaction. Common reasons include:

• Goods or services not provided by the merchant
• Refund not received
• Duplicate payment initiated by the customer
• Failed transaction & Pending status of UPI transaction

Any payment made through UPI is instant and cannot be cancelled or reversed once you have entered your UPI PIN.
Note: If you have sent money to a wrong contact or Bank Account, you can either call Customer Care for assistance or contact the person you sent the money to and request him/ her to send the amount back to you.

If someone uses your mobile number or UPI ID/ UPI number to send you money, the amount will be sent to the Bank Account linked with that UPI ID or UPI number.

If your UPI payment is pending, you will need to wait for 48 hours for your bank to update the final status of the payment.
After 48 hours, the bank will update the status of your pending payment as either successful or failed. If your payment is marked successful, the payment amount will be deposited into the receiver's account. If your payment is marked as failed, the payment amount will be refunded to your account within 3 to 5 days from the payment date.
We will notify you about the status of your pending payment as soon as the bank updates it. Alternatively, you can check the status under the ‘History’ section of your iMobile app.
Important: Your money is safe with the Bank and will be deposited into the receiver's account or your account based on the final payment status.

Your UPI payment on iMobile may have failed due to any one of the reasons given below:

• UPI network issue 
• Technical issues with your Bank or the beneficiary’s bank 
• Wrong UPI PIN 
• Insufficient balance in your Bank Account 
• Bank’s limit or UPI transaction limit per day reached 
• Security reasons 
• Other Bank Account related issues.
Important: You can try making the payment again after checking the reason for failure under the ‘History’ section of your iMobile app.

Unified Payments Interface (UPI) is an instant real-time payment system developed by NPCI (National Payments Corporation of India) that allows users to link multiple bank accounts in a single mobile application. It enables seamless transactions using a UPI ID, mobile number, QR Code or account details.

UPI transactions are processed instantly. In most cases, the money is credited to the Beneficiary’s account within seconds. However, in rare cases, due to technical issues, it may take up to 24 hours.

Follow the steps below to use the ‘Scan to Pay’ feature:

1. Open the iMobile app and scan the QR from the non-logged in screen OR

2. Login and go to ‘UPI Payments’

3. Click on ‘Scan QR Code’

4. Enter the amount and UPI PIN to authenticate your transaction.

If your QR Code is not getting scanned, try the following steps:

• Ensure the QR Code is clear and well-lit

• Check whether your phone camera is functioning properly

• Ensure the QR Code is UPI-enabled

• Restart the app and try again.

To use the ‘Pay to contact/mobile number’ feature, follow the steps below:

1. Open the iMobile app and click on ‘Pay to mobile number’ from the non-logged in screen OR

2. Login to the app and go to ‘UPI Payments’

3. Click on either ‘Search your contacts’ or ‘Any mobile number’

4. Select the contact you want to pay to and enter the amount

5. Enter the UPI PIN to authenticate your transaction.

No, you only need the recipient’s registered mobile number (which should be linked to the UPI ID). The app will automatically fetch the UPI details.

A UPI ID (Virtual Payment Address or VPA) is a unique identifier linked to your bank account, used for sending and receiving money.

For ICICI Bank, account limits will be decided as per the Bank’s policy. The Bank may change the transaction limits for UPI under NPCI’s upper limits, as per the Bank’s policy. The upper limit mandated by NPCI is ₹ 1 lakh per transaction and ₹ 1 lakh cumulative transaction value. A maximum of 10 transactions can be initiated in 24 hours from the first transaction.

If a contact’s UPI ID is not displayed, they may not have a UPI-enabled account. You can request them to share their UPI ID or use another payment method.

Every customer gets 3 attempts to input the correct UPI PIN. If you enter the wrong UPI PIN three consecutive times, your account will get blocked for the next 24 hours for any debit UPI transactions. However, credit transactions can still happen. You can reset your UPI PIN immediately to continue carrying out debit UPI transactions.

A UPI ID, when entered by the customer on any app, gets verified and you get to see the customer’s name. With this, you can verify whether you are sending money to the correct person or not.

To transfer money to your own account, select the ‘Self-transfer’ option and follow the steps below:

1. Login to the iMobile app, go to ‘UPI Payments’ and select ‘Self- transfer’

2. Select the account in which you want to send money

3. Enter the amount and UPI PIN to authenticate the transaction.

<Note> In case you haven’t linked your other bank account, you can do so by clicking ‘Transfer to a new account’ or you can pay using the ‘Pay to Bank Account’ option.

Ensure your other bank account is linked to UPI on the iMobile app. If not, follow the steps below:

1. Login to the iMobile app, go to ‘UPI Payments’ and click on ‘Self –transfer’

2. Select ‘Transfer to a new account’

3. Select the Bank name and the account you want to link to the app

4. Finally, enter your Debit Card/Aadhaar Card details to verify.

You can view all transactions under the ‘UPI Transactions’ section on the iMobile app. To navigate to ‘See all transactions’, go to ‘UPI Payments’ and click on ‘See all transactions.’

To send money to a bank account, follow the steps below:

1. Login to the iMobile app, go to ‘UPI Payments’ and click on ‘Bank Account’

2. Click on either ‘Pay an existing Payee’ or ‘Pay a new Bank Account’

3. Enter the Payee’s Bank name and Payee details

4. Enter the amount and UPI PIN to authenticate the transaction.

You have the option to either call us or raise a complaint within the mobile application itself. To raise a dispute, follow the steps below:

1. Login to the iMobile app and go to ‘UPI Payments’

2. Click on the (?) icon and select ‘Support’

3. Click on ‘Raise a dispute’ and choose ‘Accounts and Credit Card’

4. Select the account from the drop-down menu and select the transaction you want to raise a dispute about.

A collect request is when a recipient (merchant/payer) requests money from a payer using UPI. The payer must approve the request for the transfer to happen.

To raise a collect request, follow the steps below:

1. Login to the iMobile app, go to ‘UPI Payments’ and click on ‘Collect money’

2. Go to ‘Send money’ and click on ‘New collection request’

3. Select either ‘Phone number’ or ‘UPI ID’

4. Select the contact number and enter the amount

5. Click on ‘Confirm’ to raise the collect request.

No, you cannot cancel the request once sent. You can ask the recipient to reject the request.

The validity of a collect request depends upon the type of request.

1. If you raise a ‘Collect now’ request, it will remain valid for <30> minutes

2. If you raise a ‘Collect Later’ request, it will remain valid until the scheduled date specified by you.

To send money to your friends and family through iMobile, you can:
1. Enter any mobile number or any UPI ID or UPI number under the ‘UPI Payments’ section on the app
2. Search or enter a contact name, UPI number or UPI ID
3. Enter the amount that you wish to send and ‘Confirm’. (The Bank Account from which you will be sending this money will be displayed next to the ‘From’ option. You can change the Bank Account by selecting another account from the dropdown) 
4. Enter your UPI PIN to complete the payment 
Important: When you send money to a UPI ID or UPI number, the amount will be credited to the Bank Account linked to the UPI ID or UPI number.