FAQ

1. Services

1. What is PinPay?

 

PinPay is a new service on your mobile phone provided by our partner banks allowing you to:

 
· Send and receive money
· Request a PinPay mini-statement
· Recharge your prepaid mobile line or someone else's line
· Pay your postpaid mobile bill or someone else's bill
· Pay your Park Meter Fines or someone else's fine
· Manage your PinPay account conveniently
· Buy vouchers or recharge your internet account
· Renew your Cablevision Subscription
· Subscribe or Renew Beirut Circle Privilege Card
· Buy vouchers for Apple's iTunes

2. What are the services offered when subscribed to PinPay?

 

PinPay offers a continuously growing set of Mobile Payment services. Currently you can avail the following services, but please check back soon for more:

 

Send Money
Transfer and pay money instantly from your Bank account to another registered user's account. As soon as the money is transferred, the sender and receiver will get a transaction confirmation message from Pin-Pay. You can also receive money transfers from any registered Pin-Pay user.

 

Pay Mobile Bills

Request to receive information and pay instantly your postpaid mobile bill, or someone else's bill, just by entering the mobile phone number in the required fields. The sender and receiver will get a transaction confirmation message from PinPay.

 

Pay Park Meter Fines

Request to Inquire and Pay yours or anyone else’s Park Meter Fine by inputting either the vehicle’s License Plate Number or the 11-digit Parking Surcharge Reference Number found on the top right of your Parking Fine. Sender will get a transaction confirmation message from PinPay. 
 

Recharge Mobile Phones

Recharge your prepaid mobile line or another person's line by selecting the desired amount from your PinPay menu. The phone will be recharged instantly and you will receive a transaction confirmation message immediately.

Beirut Circle Privilege Card
Buy or Renew your Beirut Circle Privilege Card and start enjoying Lebanon and its venues more affordably.

 

Recharge  Internet

Buy vouchers or recharge your Internet Account directly from your mobile phone.

Recharge Cablevision
Conveniently recharge your Cablevision subscription. Select Recharge By mobile service, then choose Recharge Cablevision, select which plan you would like to recharge and insert your 11 digit smart card code, and your subscription will immediately recharge.

Settings

Manage your account from the convenience of your mobile. You can at anytime change your M-PIN or un-register your mobile device.

Mini Statement
A detailed statement of all your PinPay transactions that you have conducted. If the customer wishes to find details about any transaction that he has conducted before, he is able to do so by clicking on that specific transaction, and a new screen will appear showing all the information about that transaction.

 3. What are the main benefits of the PinPay services?

·        Convenience: You can use the services anytime, anywhere (avoid long-waiting periods and traffic jams)

·         Reliability: Quick and on-time payments

·         Ease: User-friendly, step-by-step menu

 

 4. Which Banks currently offer PinPay’s services?

Bank Audi and BankMed offer the PinPay service.

 

2. Pricing
 

5. What is the cost of using PinPay?

Bank Audi Clients
Up to 3 months free trial of the application. Afterwards $2 are charged monthly , which will be deducted from your Bank Account.

BankMed Clients
No monthly fees.

Transaction fees:

Fees

Price per Transaction

One-time Activation Fee

$0

Yearly Maintenance Fee

$0

Monthly Fee

$2

Pay A Person

$0

Pay Mobile Bills

$2

Pay Park Meter Fines

$2

Recharge Mobile Phones

$0.5

Recharge IDM Internet

$0

Recharge Lynx Internet

$0

Recharge Sodetel Internet

$0

Recharge Cablevision

$0

*SMS and Mobile Data charges apply as per your Mobile plan.
 

6. Are the charges debited from my bank account or my phone bill?

 

Fees: When charged, fees are debited directly from your bank account.

  

Internet Mode: PinPay does not levy any charges. However, when conducting transactions via the Internet mode, your Mobile Data Plan charges with Touch and Alfa apply and are deducted from your units or phone bill, if applicable.

 

If your phone is using Wifi, then there will be no charges.

 

7. What is the currency of the transactions processed through PinPay?


For the time being, transactions are performed in USD only.

 

8. Can my accounts be in LBP and USD?


Yes. Your account can be in any currency but your transactions will be converted to USD.

3. Security

9. How secure is PinPay?

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 :
 

·         A code (M-PIN) only known to you is requested for every transaction

·         If your M-PIN is entered incorrectly three consecutive times, your account will be deactivated

 

4. Registration

10. How can I sign up for these services?


Registering for PinPay is a very simple process. You can register at your convenience at any of our partner banks' branchs, or Online here.

Bank Registration: Registering for PinPay is a very simple process. You can go to any Bank Audi or BankMed branch:

·         Open an Account (If you don't have an account already)

·         Fill and sign the registration form

·         Choose a primary account, an optional secondary account and an optional credit card account that you wish to link to PinPay

·         Link your phone number (Prepaid or Postpaid)

 

You will receive a welcome SMS. For additional details about registering at a Bank, you may click here.

 

Online Registration: Alternatively, you may register online at your comfort by clicking here and filling the required form. Once registered, you will receive an email confirmation followed by a welcome SMS.

 

11. How long does it take for the registration process to be completed?

 

Bank Registration: Registration at the branch should take about 10-15 minutes.


Online Registration:
After submitting the online registration form, please allow approximately 5-7 working days before LibanPost delivers the contracts for you to sign.

 

12. Do I have to be a Bank Audi or a BankMed customer to be able to use PinPay’s services?

Yes, for the time being, but we are adding more partner banks soon.  

If you are a Bank Audi customer, please pass by any Bank Audi branch during opening hours to learn more about our services and the simple process of registering, or visit their website for more information:

www.banqueaudi.com
If you are a BankMed customer, please pass by any BankMed branch during opening hours to learn more about our services and the simple process of registering, or visit their website for more information:
www.bankmed.com.lb

5. Compatible Mobile Phones and Operators

13. Which mobile operators in Lebanon can I use PinPay with?


PinPay can be used with both Touch and Alfa mobile operators.

 

14. Does PinPay work on an international number?


PinPay does not work with an International Number; it has to be a local mobile number. However, if the local phone number has SMS roaming or Internet connectivity, the services could work outside Lebanon on a roaming local mobile number.

 

15. Can I use PinPay on my Blackberry, iPhone, Android, Windows Mobile, Nokia and other phones?


Yes, the PinPay App is available for iPhone, Android, Windows, BlackBerry and Nokia phones. We are also available for other phones that support J2ME Applications.
We cover most of the phones currently available in the market but if you are not sure if your phone can run PinPay, please contact our hotline on 01-631 222.

 

16. Can I use PinPay services on a mobile phone of any brand or model?


All mobile phones that were released recently or in the last five years are compatible to use the PinPay service.

 

17. Can I have more than one mobile number linked to the same Pin-Pay service?


 

Users can only have one mobile number linked to every PinPay subscription. Users would have to request a new subscription for every additional number

 

18. Can I have more than one mobile linked to the same account?


For Individual Accounts, you can only have one mobile number linked to the same account.

For Joint Accounts (and/or), you can have more than one mobile number linked to the same account.

 

19. 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.

 

6. Transaction Time and Limits

20.When do I receive the money transferred to my account?

The money is instantaneously credited to your account and available on the same-day value date. You will receive a confirmation SMS after each transaction.

 

21. What is the daily limit on the amount of the transaction?

·         For Pay a Person, Recharge by Mobile, Pay Mobile Bills and Pay Park Meter Fines, the per transaction limits is US $ 250.00

·         For Pay a Person, Recharge by Mobile, Pay Mobile Bills and Pay Park Meter Fines the total cumulative transaction limit is US$500 per day

·         Internal Transfer (same currency) has no per transaction or per day limit

·         Internal Transfer (different currency) has a per transaction and per day limit of US$2,000

 

22. Is there any limit on the number of transactions allowed?


No, you have an unlimited number of transactions.

 

  

23.If money was transferred to the wrong number, what can be done?

 

If the recipient is not a PinPay subscriber, the money will not be transferred and you will receive an SMS informing you that the transaction could not be processed.

 

If the recipient is a PinPay customer, you may contact your Branch and submit a claim. Please note that a reversal may not always be possible.

 

You may also contact the recipient and kindly ask him/her to reimburse your funds back.

 

24.I transferred money to the wrong number. What happens to my money?

 

If the number you entered is not registered with PinPay, the money will be automatically transferred back to you.

 

25.I accidently transferred to a friend more money than I wanted to. What can I do?


Ask the recipient to transfer the difference back to you. If this is not possible, please contact your branch to reverse the transaction and transfer the money again. Please note that a reversal may not always be possible.

 

7. Losing Mobile Phone/SIM

26. What happens if I lose my phone/SIM card?

As long as they do not have 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 your 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.

8. Activation

 

27. What happens if the customer changes his/her phone?

• If the customer changes his/her mobile phone, they would be required to download the PinPay application on his new device.

• After downloading and installing the app, the user should once again request a new Verification Code in order to activate his PinPay services.

28. Does the Verification Code Expire?

• After receiving the Verification Code, users have 30 minutes to enter it before it expires.

• Once the Verification Code expires, users would have to request a new one.

29. What happens when a customer has entered an Incorrect Verification Code?

• If the customer has entered an incorrect verification code, he would have 2 more attempts before being blocked from requesting a new verification code.

• Once blocked, the user would have to wait 30 minutes before being able to request a new verification code.

9. Update

30. How can I update the application when a new one is available?

 

iPhone, Windows, Android and BlackBerry AppWorld users get a notification whenever an update is available. You can also go to your respective Application Stores and check the Updates or My Apps section to see if an update is available.

To install the update, tap the PinPay app or the update or install button, depending on your Application Store, and the update will install automatically.

 

10. Re-install

31. What happens if the customer changes his/her phone?
• If the customer changes his/her mobile phone, they would be required to download the PinPay application on his new device.

• After downloading and installing the app, the user should once again request a new Verification Code in order to activate his PinPay services.

32. Can I still use the PinPay application if I changed 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 would then be required to download the application on your new device from your phone’s respective Application Store.

11. M-PIN

33. I don’t remember my M-PIN anymore. Can you send it to me or reset it?

No one at PinPay knows your M-PIN. For security reasons.If the customer has forgotten his/her M-PIN, the customer would have to pass by his bank branch to reset his/her M-PIN. This cannot be done over the phone.

 

34. 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 three consecutive times, you will receive an SMS informing you that your PinPay service has been blocked. Please visit your bank branch to reactivate your account.

 

35. I want to change my M-PIN. How can I do that?

·         On your Pin-Pay 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

 

12. Cancellation Policy

36. I would like to cancel the PinPay service. How can I do that?

If you wish to cancel your service,you may contact your Bank by calling or visiting any branch and requesting a cancellation of the PinPay service.