Frequently Ask Questions (FAQ's)

General

I forgot my login password. How do I reset it?

You can reset your login password by clicking the Reset Password button on the Login page.

I forgot my transaction PIN. How do I reset it?

You can reset your transaction PIN by choosing the Reset Transaction PIN option in the Manage Account menu.

I did not receive the OTP for resetting my transaction PIN

The OTP is sent to both your registered mobile and email ID (if it is registered with us). It could be delayed in one of the mediums but is highly unlikely to happen for both. Please check if the mail is in your spam/junk mail folder.

I do not remember my login name

You can use either your mobile number or email ID as your login name. Please check your inbox for old messages from noreply@itzcash.com. If you cannot remember either, you can contact our customer care. We can try to find out your details provided that you have updated your profile details.

Profile

The details shown in my profile are not correct. How do I correct them?

Most of the details can be changed directly by you. This includes your mobile number, email ID, address and identity details. You can change them by choosing the appropriate option under the profile menu after you login.
In case some of your details were entered incorrectly and you want to correct your name, gender or date of birth, you need to send a request by choosing the "I want to correct my profile details" option in the Customer Feedback page. Please mention the details that you would like to correct.

I did not receive a verification code for my verifying my email address

If you have entered the correct email address at the time of registration, then check your junk or spam folder for the email containing the code. You can resend the email up to 3 times from the same page that asks you to enter the code. If you are still not receiving the mails, then please send your details via the Customer Feedback form.

Transactions

What is my account number? The Payment Gateway prompts for an account number and password.

You do not need an account number to do transactions. You need to select the EbixCash eWallet/PayOnWeb option on the EbixCash Payment Gateway and choose the type of account that you would like to use from the drop-down list. You need to authenticate using your registered email/mobile number and the selected instrument's transaction PIN.

What option should I select on the EbixCash Payment Gateway?

You should select the EbixCash eWallet/PayOnWeb option on the EbixCash Payment Gateway and choose the type of account that you would like to use from the drop-down list.

My transaction failed, but my account was debited. What do I do?

This could relate to one of the following scenarios:

1. Your EbixCash account was debited, but you got a failure message on the merchant's site.
   If the message on the merchant's site stated that the transaction has failed, you will most probably get a full refund. This can happen immediately or could take up to several working days depending on the merchant. You can contact the merchant to get an updated status.
2. Your EbixCash account was debited, but you did not get a message or got a message that did not clearly state whether the transaction was successful or not.
   In such a scenario, the status of your transaction depends on the merchant. The merchant can check the status of the transaction with our servers in real-time and can in most cases also reverse the transaction in real-time if it cannot be processed. Some merchants such as online shopping sites process orders in batches and hence it may take up to 48 hours for you to find out the status of the transaction. You can however contact the merchant before that to find out the status.

My bank account was debited, but my EbixCash account was not credited

• If you received a confirmation from your bank, but your account was not credited and you did not get any error message other than a session or timeout error, then you should receive funds into your account automatically within 90 minutes.
• In case you do not receive credit even after 90 minutes, then you can contact your bank and our customer care for confirmation of the transaction status.
• Certain credits may also be delayed if you have reloaded through the CC Avenue gateway and get flagged as suspicious. If you need a real-time credit, we recommend that you reload through IMPS
• Note that there is a possibility that your account may have not been credited in case the credit would cause the monthly limit of your account to get crossed. In such a case, please send a request through the Customer Feedback option under the Services menu. Please give all the details of your transaction and ask for a refund. The time taken for processing your refund would be depend on your bank.

I am unable to do a transaction on one of the merchant sites. It displays a message asking me to submit KYC documents

This could relate to one of the following scenarios:

1. The account that you are using cannot be used at that specific merchant. You may need to procure a specific type of card/account in case of certain merchants like Amway, Avon, Playwin, etc. You can get more details by contacting the respective merchant.
2. You selected a wrong account type from the list on the payment gateway
3. You identified yourself as a franchisee/agent instead of an end-user on the merchant site or vice versa

Linked Accounts

My account is not working or showing as blocked. It was working a few days ago

Your account may have been temporarily suspended in case the transactions done on it are flagged as suspicious or if we receive a complaint about one or more of your transactions. Your account may also be blocked if we detect that you have done multiple registrations. Please contact customer care if you are getting these type of messages for more information. In order to avoid such instances, you should provide accurate information at the time of registration.

What are the monthly limits of my account

Different types of accounts have different limits. You can upgrade your account to one of a higher limit by submitting your KYC documents to us.

Type	Maximum Balance (Rs.)	Monthly Reload Limit (Rs.)
All Services Card - Basic KYC	20000	20000
All Services Card - Full KYC	100000	600000
Power to Pay Tag	10000	10000

How can I reload my account?

You can reload any reloadable EbixCash account that has been linked to your login. The following options are available:

1. Reload through IMPS
2. Reload through Netbanking or Debit Card
3. Transfer from another EbixCash account

What are the charges for reloading my account?

• The updated charges for reloading through netbanking or debit card are mentioned on the reload page. These charges may change from time-to-time.
• Charges for reloading using IMPS vary from bank-to-bank. Please check with your bank.

I can only see the last 5 transactions. How do I view older transactions?

Click on My Transactions under the My Account menu. You can choose to view either today's, the last 30 days or all transactions.

How do I close my EbixCash semi-closed accounts?

• You can transfer the remaining funds out of your account to your bank account using IMPS.
• If you are a Power to Pay tag user, then you must surrender the physical tag to EbixCash to close your account.

How do I block my Power to Pay tag?

If you have misplaced your tag, then you can block it from the Block Tag option under the Manage Account menu. You can also block your tag via SMS by sending the message BLOCKTAG to 9223157575, 7200057575 or 57575 from your registered mobile. Note that blocking a tag will only prevent online transactions from taking place.

How do I unblock my Power to Pay tag

If you had previously blocked your tag, then you can unblock it from the Unblock Tag option under the Manage Account menu. The tag can be used for transactions immediately after it is unblocked.

How do I Hot List my Power to Pay tag

In case you have lost your Power to Pay tag, you can choose to permanently block it by hot listing your tag. You need to first block your tag and then hot list it from the Hot List Tag option under the Manage Account menu. Note that this cannot be reversed and you will need to be issued a new tag. Note that hot listing a tag will only prevent online transactions from taking place. Issuance of a new tag can be done only after 24 hours from the time the tag was hot listed.

Fund Transfer and IMPS

How do I reload my EbixCash account using IMPS?

You will need to log in to your internet banking site or mobile banking application and initiate a fund transfer using IMPS. You will have to specify your registered mobile number and the MMID corresponding to the EbixCash account that your want to credit. To know the MMID of your account, choose the View SMS Codes/MMIDs option under the Transfer menu

Can someone else reload my account using IMPS from their bank account?

Yes. You need to give them your registered mobile number and MMID corresponding to the EbixCash account that your want to credit.

I do not see a valid MMID next to my account. It shows as NA

Reload via IMPS is only for EbixCash reloadable semi-closed products. If you see NA next to your account then your account may be of a different type.

I do not see a valid MMID next to my account. It shows as Cancelled

You may have disabled the MMID against your account. To reenable your MMID, you need to send the following message to either 9223157575, 7200057575 or 57575 from your registered mobile:
MMID <SMS Code of your account>
To know the SMS code of your account, choose the View SMS Codes/MMIDs option under the Transfer menu

I do not see a valid MMID next to my account. It shows as Blocked

Please contact customer care.

How do I disable the MMID corresponding to my account

To disable your MMID, you need to send the following message to either 9223157575, 7200057575 or 57575 from your registered mobile:
MMIDCANCEL <SMS Code of your account>
To know the SMS code of your account, choose the View SMS Codes/MMIDs option under the Transfer menu

Are there any limits for transfers done to other users cards or to a bank account?

You can transfer up to Rs. 5000 per transaction and a maximum of Rs. 25000 per month.

What are the charges for transferring funds through IMPS?

The charges for fund transfer through IMPS are mentioned on the IMPS Fund Transfer page. These charges may change from time-to-time.

SMS Alerts and Transactions

I want to stop receiving SMS alerts for my transactions

The SMS alerts are sent so that you are aware of the transactions done on your accounts with us. EbixCash does not recommend that you disable these alerts. However, if you still wish to do so, you can disable them by unchecking the box in the Update Profile option under the Profile menu.

I chose not to receive transaction alerts when I signed up OR I disabled transaction alerts and I would like to enable them again

You can enable transaction alerts via SMS by checking the box in the Update Profile option under the Profile menu.

Is there a minimum transaction value for which SMS alerts will be sent?

Currently there is no minimum transaction value. Alerts are sent for all transactions. However, a minimum transaction value may be implemented in the near future.

I have SMS alerts enabled, but did not receive alerts for my transactions

• You may not receive alerts in case your phone in out of your operator's coverage area, your inbox is full or your phone is switched off. In rare cases, messages may not be delivered in case of technical problem either with our provider or yours.
• SMS messages cannot be sent to certain parts of India due to restrictions imposed by the authorities. If you are in one of these areas you will not receive SMS alerts.
• For Power to Pay tag users, please note that SMS alerts are sent only for online transactions.

I am not able to send SMS messages to 9223157575 or 7200057575

SMS services are restricted in certain parts of India. However, you should be able to send the messages to 57575

Report Problems

I have noticed a problem with your site. How do I report it?

If you find a feature that is either not working or giving unexpected results, you can report the problem to us either by choosing the "I want to report a problem with your site" option under Customer Feedback in the Services menu. Alternately, you can also send us an email on helpdesk@itzcash.com. Please include the following, if applicable:

1. Type of problem:
2. Complete URL shown in the address bar when the problem arose (if internet based):
3. Error message displayed (please input the exact message):
4. Your contact details (can be skipped if sent via Customer Feedback)
5. Date and Time of the problem
6. Can the issue be reproduced: Yes/No
   • If yes, then what are the steps to reproduce

Note that we may contact you in case we require additional information

I have noticed a possible security issue with your site. How do I report it?

If you find a problem with our site that you think could be a security issue, you can report the problem to us either by choosing the "I want to report a problem with your site" option under Customer Feedback in the Services menu. Alternately, you can also send us an email on security@itzcash.com. Please include the following, if applicable:

1. Type of problem:
2. Complete URL shown in the address bar when the problem arose (if internet based):
3. Message displayed (if any):
4. Your contact details (can be skipped if sent via Customer Feedback)
5. Date and Time of the problem
6. Can the issue be reproduced: Yes/No
   • If yes, then what are the steps to reproduce
7. Why do you feel that this is a security issue:
8. Your rating (High/Medium/Low) of the issue:

Note that we may contact you in case we require additional information