Faq

Services
1)
What is PinPay?
PinPay is an innovative new service on your mobile phone provided by our partner banks. With PinPay you have the perfect answer to all your mobile payments needs. PinPay lets you:

  • Send and receive money quickly and safely
  • Recharge your (or someone else’s) prepaid mobile
  • Pay your (or someone else's) postpaid mobile bill
  • Pay your (or someone else's) Park Meter Fines (Beirut, Zahle, Saida, Tripoli, Nabatieh)
  • Buy vouchers or recharge your internet account
  • Renew your Cablevision Subscription
  • Recharge your forex trading accounts such as AFC and CFI
  • Fund your prepaid online payments cards
  • Recharge / top- up international pre- paid mobile numbers
  • Make donations to well-known NGOs
  • Subscribe to or Renew Beirut Circle Privilege Card
  • Buy vouchers for media, gaming and entertainment like Apple's iTunes, Google Play, FB vouchers and much more
  • Buy gaming vouchers including Sony, Xbox and PSN
  • Buy tickets to kids theme parks using your mobile
  • Pay university and school tuition fees
  • Buy MMORPG Time cards
  • Subscribe to Business Directories and Virtual Office Services
  • Pay your OGERO ADSL and Landline Bill
  • Pay & Register for your training courses
  • Subscribe to your favorite gyms
  • Buy Gift cards to Spas and Salons
  • Pay for your shipping orders
  • Purchase Carfax reports
  • Pay for your online coupon orders
  • Pay for your insurance bill
  • Buy Gift cards
  • Subscribe to Magazines & Newspapers
  • Pay for your installments
  • Manage your PinPay account conveniently
  • Pay for your food delivery through our OTP section
  • Pay for your online purchases through our OTP section
2)
What are the main benefits of the PinPay services?
  • Utmost Convenience: You can use the services anytime, anywhere. No more endless waiting in queues and no more wasting time, energy and effort in making payments.
  • Absolute Reliability: Instant payments every time with confirmation to help your verify
  • Maximum Ease: Highly user-friendly system comes with step-by-step directions on what to do and how to do it.
3)
Which Banks currently offer PinPay’s services?
Bank Audi and BankMed currently offer the PinPay service. We are in talks with many other banks who may join our list of partners soon.
4)
What are the services you enjoy when you subscribe to PinPay?
At PinPay, the list of mobile payment services we offer is continuously growing. Currently you can benefit from the following services, but please check back soon for more:

  • Send Money
    PinPay lets you send money instantly from your Bank account to another registered user's account. As soon as the money is transferred, a transaction confirmation message is sent to both the sender and receiver from PinPay. You can also receive money just as easily from any registered PinPay user.
  • Pay Mobile Bills
    You can easily Inquire and/ or Pay your or anyone else’s postpaid mobile bill by entering the mobile phone number required in the field.
  • Pay Park Meter Fines
    Use PinPay to inquire about parking meter fines and pay it instantly using just your mobile phone. You can also pay someone else’s park meter fine; just input the vehicle’s License Plate Number or the 11-digit Parking Surcharge Reference Number printed on the top right of the parking fine.
  • Recharge Local and International Mobile Phones
    Recharge your prepaid mobile line or anyone else’s line by selecting the desired amount from your PinPay menu. You can recharge your Local and/or International numbers through the Telecom Section.
  • Entertainment at your Fingertips
    With PinPay, you have access to entertainment in many different ways. You can buy tickets to kids’ theme parks and buy vouchers for media, gaming and entertainment like Apple's iTunes, Google Play, FB vouchers, Sony, Xbox, PSN and much more. Go to the Gaming or Media & Entertainment section to see all your options!
  • Pay your University & School Tuition Fees
    Pay your University and/or School tuition fees on time, easily, instantly- no more standing in queues, no more carrying cash around for payment. Now, with our versatile PinPay app, paying your tuition fees is a task that you can complete in seconds no matter where you are or how busy you are.
  • Buy MMORPG time cards
    Shopping for MMORPG time cards to take your gaming experience to the next level? Want to gift your buddy one of these cards? Now, it is all easy because you can purchase these popular game time cards using your PinPay app! Go to the Gaming section to make your purchase.
  • Subscribe to Miscellaneous services
    Purchase subscriptions to various services like Magazine and Newspaper subscriptions, Virtual Office Services, Gym Subscriptions, Business Directories and much more.
  • Buy Privilege Cards
    Buy different privilege cards to experience and enjoy Lebanon in a more affordable way without burning a hole in your pocket. Buy or Renew your Beirut Circle Privilege Card, you can also purchase different Discount Lebanon Cards to enjoy many reductions on various services and products.
  • Recharge Internet
    Buy vouchers or recharge your Internet Account directly from your mobile phone. Make sure that you are always ready to surf the net! Go to the Internet section to see all the different brands that we carry.
  • Recharge Cablevision
    Recharge your Cablevision subscription in the most convenient way with PinPay. Simply select the product you want to purchase, insert your 11 digit smart card code, and your recharge is done.
  • Recharge your Trading accounts
    Fund your trading accounts using PinPay to be able to perform different financial services and trading activities. If you have an Arab Finance Corporation (AFC) or a Credit Financier Invest (CFI) account, you can now add funds to it using PinPay.
  • Purchase Gift Cards
    As a PinPay user you are able to purchase various gift cards for healthcare and wellness resorts in addition to retail shops; the gift cards can be sent to friends and family through the share button!
  • Purchase tickets & Vouchers
    One of the benefits that PinPay provides is your ability to purchase various types of vouchers and tickets. Buy Facebook, iTunes and Google Play vouchers, Internet account refills, MMORPG time cards, Kidz Mondo theme park entry tickets and much more with a click of a button.
  • Pay your Insurance BillNow you can pay your insurance bill through PinPay, just go to the insurance section, insert your Policy number to complete your payment.
  • Pay your Landline & ADSL Bill
    Go to the Telecom section to pay your OGERO Landline & ADSL Bill. Avoid long lines, traffic and all the other inconveniences and just pay your monthly landline phone bill through your phone.
  • Pay for your Shipping Order
    Go to the Transportation section to Fill and Pay for your shipping order. Now you can ship your orders from the convenience of your mobile phone.
  • Purchase Carfax Reports
    Are you planning to buy a Used/Second hand car? You don’t have to worry about the condition of the car anymore! Just BUY the CARFAX report through PinPay to get the most comprehensive car history information and to make a safer and easier car purchase!
  • Settings
    Manage your account from the convenience of your mobile. You can change your M-PIN or un-register your mobile device at any time.
  • Payment History
    A detailed statement of all the PinPay transactions that you have conducted until date for both Pending Payments and Completed Payments; If you want to know the details of a transaction, just click on the entry and a new screen will appear showing all the relevant information.
  • Quickpay
    Save the services that you use frequently to have quick access to them at all times!
  • Payment Methods
    Access the payment methods through the navigation menu. Here you will be able to choose your payment method, see how many PinPoints you have, and how much credits you have.
  • OTP (One Time Password)
    Go to OTP to pay for your food deliveries and for your purchases online. All you have to do is order from your favorite restaurant and/or buy online, then enter the amount you need to pay and your M-PIN to complete the transaction.
Pricing
1)
What is the cost of using PinPay
For Bank Audi Clients: FREE TRIAL of the app for up to 3 months. After this period a nominal charge of $2 per month applies. This charge is auto-deducted from your bank account.
For BankMed Clients and Credit Card Users: Absolutely FREE service. No monthly fees apply.
2)
What is the currency of the transactions processed through PinPay?
Transactions are carried out both in LBP and USD depending on the type of bill or service you are paying for.
3)
Are the charges debited from my bank account or my phone bill?
When charged, fees are debited directly from your bank account or your credit/debit card depending on the funding source selected.
4)
Can my accounts be in LBP and USD?
Yes. Your account can be in any currency but your transactions will be converted to USD or LBP depending on the payment type.
Security
1)
How secure is PinPay?
Security is our prime concern and PinPay is a highly secure service that meets banking standards through a multi-layered security architecture. We offer a higher security level than many payment cards. Take a look at some of the security features we deploy:
  • A code (M-PIN) that is only known to you is required for every transaction.
  • If your M-PIN is entered incorrectly three consecutive times, your account will be deactivated.
Registration
1)
How can I sign up for these services?
Registering for PinPay is a very simple process. You can register at any branch of our partner banks’. Once registered at the bank, you will receive a welcome SMS. Just visit a Bank Audi or BankMed branch or phone their Call Center to sign their e-banking agreement and follow these steps:
  • Click on “Register to PinPay”
  • Insert your mobile number into the specified field and request a “Verification Code.” Your code will be sent by SMS,
  • Once you have received your “Verification Code,” enter it in the specified field.
  • Choose a 4 digit “M-PIN,” which should be memorized and known only to you.
  • Re-enter your “M-PIN” to confirm it.
  • To login to the app, click on the “Lock” on the top right side of the screen.
  • Click on “Select Method”
  • To select your “Payment Method,” click on the “+” on the top right side of the screen.
  • Select “Bank” as your payment method and enter your “CIF ID” in the specified field.
  • To successfully add “Bank” as your payment method, click on “ADD BANK PAYMENT METHOD.”
2)
How long does it take for the registration process to be completed?
Bank Registration: Registration at the branch should take about 10-15 minutes.
Credit/Debit Card Registration: Adding your credit/debit card within the app should take up to 5 minutes.
3)
Do I have to be a Bank Audi or a BankMed customer to be able to use PinPay's services?
If you want to link your Bank Account to PinPay, then Yes you have to be a Bank Audi or BankMed client to be able to use the app.
If you wish to link your Credit or Debit Card to the app, then No you don’t need to be a client of these banks, you can have any type of domestic banks’ Credit or Debit Card, as long as the card has online payment capability.
Compatible Mobile Phones and Operators
1)
Can I use PinPay on my Blackberry, iPhone, Android, Windows Mobile, Nokia and other phones?
Yes, the PinPay App is available for iPhone, Android devices.
If your device can run PinPay, please contact our hotline on 01-631 222.
2)
Can I recharge credits on my mobile if I have no units left?
If you have Internet connectivity on your mobile phone, then it is possible to recharge credits on your mobile phone even if you are out of units.
3)
Which mobile operators in Lebanon can I use PinPay with?
PinPay can be used with both Touch and Alfa mobile operators.
4)
Does PinPay work on an international number?
PinPay works with the following mobile numbers:
  • Lebanon
  • United Arab Emirates
5)
Can I have more than one mobile number linked to the same PinPay service?
Users can only have one mobile number linked to every PinPay subscription. You have to request a new subscription for every additional number you want to add.
6)
Can I have more than one device linked to the same account?
Yes, you can link more than one device to the same account. You can link your ipad, tablet to your PinPay account.
Transcation Time and Limits
1)
When do I receive the money transferred to my account?
The money is instantly credited to your account and available on the same-day value date. You will receive a confirmation SMS after each transaction.
2)
I accidentally transferred to a friend more money than I wanted to. What can I do?
If the recipient has accepted the money transfer, ask them to transfer the difference back to you. If the transaction is still not accepted, you can cancel it from within the outgoing money section in your payment history.
3)
Is there any limit on the number of transactions allowed?
NO, you can perform an unlimited number of transactions.
4)
Are there any limits on the amount of the transaction?
PinPay users can transfer money, recharge and pay bills subject to the following monthly limits:
  • A 5000 USD monthly limit applies on money transfers between PinPay users.
  • To recharge using your PinPay account, you have a limit of $1000 per month.
  • You can pay bills amounting to a maximum of $1000 per month through PinPay.
Losing Mobile Phone/SIM
1)
What happens if I lose my phone/SIM card?
Without your M-PIN, no one else can access your account and perform any transaction even if they have your phone/SIM. Your personal M-PIN is required for each PinPay transaction.

If your phone/SIM is lost or stolen, you can call your mobile operator to deactivate the SIM or ask PinPay Support to temporarily deactivate your PinPay account. Once you recover your Phone/SIM or get a new one, call us again to reactivate your account.
Activation
1)
What happens if the customer changes their mobile device?
If the customer changes his/her mobile phone, they would be required to download the PinPay application on the new device.
After downloading and installing the app, the user should request a new Verification Code in order to activate the PinPay services.
2)
Does the Verification Code Expire?
After receiving the Verification Code, users have 10 minutes to use it before it expires.
Once the Verification Code expires, users have to request a new one by restarting the verification process.
3)
What happens when a customer has entered an Incorrect Verification Code?
If the customer has entered an incorrect verification code, they will have 2 more attempts. After 2 attempts they are blocked from requesting a new verification code. Once blocked, they have to wait 30 minutes before requesting a new verification code.
Update
1)
How can I update the application when a new one is available?
iPhone and Android users get a notification whenever an update is available.
You can also go to your respective App Store and check for updates.
To install the update, tap the PinPay app or the update/install button, depending on your App Store, and the device will update automatically.
Re-install
1)
What should I do to use the PinPay application after I change my phone?
In order to use the App on a different phone, you must first go to Settings on your PinPay Application and select the "Unregister Device" option. This will unregister your PinPay Account on your current phone in order to register it in your new one. This feature is set in place for security purposes. You then need to download the application on your new device from your phone's respective App Store.
M-Pin
1)
I don't remember my M-PIN anymore. Can you send it to me or reset it?
PinPay does not store your M-PIN to ensure that you have the maximum privacy and security. If you have forgotten your M-PIN, you can drop in at your nearest bank branch to reset your M-PIN. This cannot be done over the phone for security reasons.

For Credit/Debit Card Users: Please contact our hotline for more information.
2)
I entered my M-PIN incorrectly and now my account doesn’t work anymore. What can I do?
If you enter a wrong M-PIN for 3 consecutive attempts, you will receive a message informing you that your PinPay service has been blocked. Please visit your bank branch to reactivate your account or contact our hotline for more information.
3)
I want to change my M-PIN. How can I do that?
On your PinPay App:
  • go to Settings Change M-PIN
  • Enter your old 4-digit M-PIN. Enter and confirm your new M-PIN, then click Next
  • Click YES to confirm that you want to change your M-PIN
Cancellation Policy
1)
I would like to cancel the PinPay service. How can I do that?
If you are a bank, client pass by your bank branch or call them in order to cancel the service.
If you are a Credit Card user and you want to cancel the service, just delete your funding source and unregister the device in the settings, then delete the app from your phone.

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