FAQs – Simply Pay UPI 2.0

Unified Payments Interface (UPI) is an instant payment system developed by the National Payments Corporation of India (NPCI), a Reserve Bank of India (RBI) regulated entity. UPI is built over the Immediate Payment Service (IMPS) infrastructure and allows you to instantly transfer money between any two bank accounts. UPI facilitates online instant payments in a simple and convenient way.

UPI, as of now, is available for Android and IOS smart phone users and the HSBC SimplyPay App can be downloaded through Google play store and App store respectively.

The following process needs to be followed in case of change in your mobile device or the mobile number or SIM serial number

• Change in mobile number with no change in mobile device– HSBC SimplyPay App will prompt you for mobile number update. You are required to re-authenticate your existing registration by providing the old mobile number and the security answer. Since a new mobile number for the existing registration is detected, you are required to register all your existing accounts once again.
• Change in mobile device with no change in mobile number and the SIM serial number - HSBC SimplyPay App will prompt you for a device update. You are required to re-authenticate your existing registration by providing your already registered mobile number and the security answer. The existing accounts mapped to the HSBC SimplyPay App are not affected due to the device update.
• Change in the SIM serial number - with no change in mobile device and mobile number – HSBC SimplyPay App will prompt you for a mobile number update. You are required to re-authenticate your existing registration by providing your already registered mobile number and the security answer. The existing accounts mapped to the HSBC SimplyPay App are not affected due to the device update.
• Change in mobile device and the SIM serial number with no change in mobile number – Since there is a change in the device and the SIM serial number, you are required to register afresh on HSBC SimplyPay App. 

For all the above scenarios an encrypted SMS will be sent to the Payment Service Provider (PSP) Interface.

• Active Resident Bank account.
  
• Android Smart Phone with an android version 4.2 and above.
  
• Internet connection (WiFi or mobile data). Device binding and registration will not be permitted on Wi-Fi connection.
  
• Valid Debit card with an expiry date mentioned therein.
  
• Valid India Mobile number updated on the bank account to be linked.
  

Yes, you can link upto 5 accounts per bank to one Virtual Payment Address (VPA) on the HSBC SimplyPay App.

Only the banks who are certified and enrolled for UPI with NPCI will feature in the dropdown. In case you do not find the bank in the list, this indicates that the respective bank has not enrolled for the UPI service.

No, only active resident accounts having local India mobile numbers can be linked for UPI.

You will have to check with your bank if the mobile number is correctly updated and if there are any restrictions on accessing the account. E.g. inactive, non-resident etc.

UPI fetches the account details basis the mobile number updated on the bank accounts. If your mobile number is updated on your wife/mothers etc. account, HSBC SimplyPay App will display and allow you to link all such accounts. You will be able to transact through these accounts only if you have the Debit card and its expiry date for that Card to set the UPI PIN.

• Go to 'Manage UPI PIN' tab on the UPI App
  
• Click on 'Set UPI PIN' option and select the account which you wish to set the UPI PIN
  
• Enter the last 6 digits of the Debit card number and the card expiry date and click on Submit
  
• You will receive a SMS OTP from your issuing bank which you will need to enter on the next page and set your UPI PIN
  

1. Person to Person (P2P) = these include collect and pay request between two individuals.
   
2. Person to Merchant (P2M) = these include collect and pay request between an individual and a Merchant.
   

Currently there are no charges for using the HSBC SimplyPay App. However, the bank may decide to charge the customers in future by giving a suitable notice.

You can link your Resident India accounts with a valid India Mobile Number on the mobile App. The account needs to be active.

You will be able to link the below types of accounts

• Resident India Demand Deposit account
  
• Smart Home loan account
  

You will NOT be able to link the below types of accounts

• Non Resident Rupee (NRE) Account
  
• Non Resident Ordinary Rupee (NRO) Account
  
• Inactive Account
  

UPI service is currently available only for Resident accounts.

This might be a network service provider issue. Do ensure you are in a good network zone to be in receipt of the SMS OTP.

As long as your mobile number is updated on the account and the signing instruction is either or survivor, you will be able to link your joint account to the UPI App. You will require a valid Debit card number and its expiry date to link the account. However, you can update only one mobile number against the account held with HSBC, hence you will be able to link the account only on the mobile number which is updated on our records in respect of account maintained with HSBC.

HSBC SimplyPay App password has to be a 6 digits numeric password.

UPI PIN is the PIN you will create one time for all your accounts on the UPI App. You need to use this 6 digit PIN to authenticate transactions on the App. UPI PIN has to be a 6 digit numeric PIN. You will need to generate a UPI PIN for every account linked on the UPI App. You may choose to have a different or same UPI PIN for every account linked.

VPA is the Virtual Payment Address that you create on the UPI App. "Virtual Payment Address" is an identifier (that takes a form of abc@hsbc wherein "abc" is a unique name that you can choose for yourself) that can be uniquely mapped to an individual account and is an identifier used to pay and collect payments on the UPI App.

 The VPA needs to be minimum 3 and maximum 30 alphanumeric characters. Special characters (underscore (_) and period (.) are permitted.

You will be able to identify the account number from the visible last 6 digits of the account number.

If you are a HSBC customer and fear that your VPA has been compromised, you can block the VPA by contacting HSBC Phonebanking numbers : Premier - 1800 266 3456 & 1800 120 4722, Advance & Personal Banking - 1800 267 3456 & 1800 121 2208. You also have a choice to de-register your VPA from HSBC SimplyPay by navigating to 'Deregister' tab under 'Manage Account' on the UPI App. However once you de-register your VPA, the said VPA will not be available for a period of 2 years from the date of de-registration.

If you are a Non-HSBC customer and fear that your VPA has been compromised, you may de-register your VPA from HSBC SimplyPay by navigating to 'Deregister' tab under 'Manage Account' on the UPI App . However once you de-register your VPA, the said VPA will not be available for a period of 2 years from the date of de-registration.

De-registering the VPA means deleting the entire VPA and Mobile number record from the HSBC SimplyPay App. However by blocking the VPA, you remain a valid user of HSBC SimplyPay, but your transactions – pay, collect or balance enquiry would be blocked. By de-registering the VPA, the said VPA will not be available for a period of 2 years from the date of de-registration.

After having de-registered with the earlier profile, you can re-register again. However the earlier VPA will not be available for use.

VPA is a unique for each bank PSP App. If the VPA already exist, your request for creation of the same VPA will be rejected.

You can change the UPI PIN by navigating to the 'change UPI PIN' tab on the HSBC SimplyPay App.

You will need to check the status of the transaction on the UPI App. If you have not received the payment, your friend whose account has been debited should raise a dispute from his/her UPI App.

You will be able to check the status of the transaction on the UPI App. If your friend has not received the funds, request you to raise a dispute for that transaction through the UPI App using the option 'raise a dispute'.

You can identify a UPI transaction in your account from the 12 digit numeric Customer Reference number having format 'YDDDHHSSSSSS' wherein Y-Year, DDD-Julian Date, HH-Hour and SSSSSS-Trace Number.

Currently you will be able to view last 20 transactions done on the HSBC SimplyPay App.

Initiator (Payee) of the collect pay request may choose a validity of minimum 1 minute and maximum 45 days.

1. Not more than 10 transactions per bank account in a day.
2. Not more than ₹1 lac per bank account per day.
   

Yes, you can send money to the beneficiary using his account number and Indian Financial System Code (IFSC) code as long as the beneficiary bank is live on UPI and/or IMPS. 

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 and/or the login PIN of HSBC Simplypay App to transact on your accounts through the HSBC Simplypay App.

Yes. In case, your account is debited and beneficiary account is not credited, the reversal should happen within 3 working days. If this reversal has not happened, then please call our Phonebanking numbers and give the details of the transaction listed below. Alternatively, in the HSBC SimplyPay App, you can navigate to the "Transaction History" tab and click on "Raise dispute" option and raise a query. Please give us the following details to enable us to assist you faster:

• Date and Time of transaction
  
• Transaction ID
  
• Your virtual payment address (VPA)
  
• Beneficiary VPA (in case of pay) or remitter VPA (in case of collect)Account and IFSC
  

In the HSBC SimplyPay App, you can navigate to "Transaction History" section to check the transaction status.

Your list of transactions that are pending authorization will be available in the HSBC SimplyPay App inbox.

There are many inbuilt and other security features on the HSBC SimplyPay App which are given by NPCI.

1. Mobile device binding on the UPI App
2. Mobile number should be registered on your bank account
3. Debit card and expiry date validation for UPI PIN setup.
4. UPI PIN to be used for authorization for all transaction on the HSBC SimplyPay App
5. SMS and App notifications for activities and transactions on the HSBC SimplyPay App
   

Apart from the above, customers should ensure that they do not disclose/share the UPI App password, One Time Passwords (OTP), debit card details and/or their UPI PIN with anyone.

Customers should download the HSBC SimplyPay App from certified Apple App store and Google play store. 

Please call our Phone Banking numbers : Premier - 1800 266 3456 & 1800 120 4722 (from overseas +91-40-61268001 & +91-80-71898001); Advance & Personal Banking - 1800 267 3456 & 1800 121 2208 (from overseas +91-40-61268002 & +91-80-71898002).

All account holders

The email address 'info@hsbc.co.in' is no longer in use. If you are looking for information about our products or services or have other queries, please refer to our comprehensive FAQs. In case you're still unable to find the answer to your question, you can talk to a representative by selecting the Live Chat tab on this page. Live Chat can provide general information on the products and services, but for information related to your accounts, please call HSBC Phone Banking.

There are three easy ways to raise a service request with us:

1. Log on to Personal Internet Banking and send us a secured email. Click here if you have already registered for internet Banking. If you wish to register, please click here. 
2. Call HSBC Phone Banking : Our Phone Banking executives can process the following requests only when you verify your Phone Banking Pin (subject to certain conditions). 
   1. Change in select demographic details such as mobile number, e-mail, mailing address.
   2. Request for select deliverables such as debit card, debit card Pin, credit card & credit card Pin.
   3. Maintenance requests such as placement of fixed deposit, change of maturity instructions, premature withdrawal of singly held deposits.
3. Visit your nearest HSBC India branch.
   

If you wish to register a complaint, please complete an online form. 

If your card has been lost or stolen or you suspect any fraudulent account activity or for any urgent matter, please contact HSBC Phone Banking.

'Invoice in the inbox' is a feature that allows you to view and verify invoice details such as the merchant name, date and amount to be paid, before proceeding with the payment using your HSBC UPI ID.

Yes you may download the invoice, but this download feature is specific to Payment Service Provider (PSP or UPI app). Please check the availability of this function on the UPI app that you're using.

Browsing the URL page is safe as it's provided only once the payment request has been triggered and the invoice option is provided only to verified merchants. No other merchant/entity/person will be able to send you a payment invoice. However, it's important to check the invoice carefully before proceeding with your payment as the responsibility of providing a genuine invoice lies solely with the merchant providing you the invoice.

You have to check the invoice carefully before making any payment, and in the event of an incorrect invoice, you'll have the option to reject the payment request. You can also reinitiate the transaction with the merchant.

There is no specific time period for you to check the invoice. However, to ensure a smooth user experience, we'd recommend you check the invoice quickly, and if the details are correct, then you can proceed with your payment. Also, post-payment, the UPI app will have the invoice available in your transaction summary screen for your future reference.

No, after checking the invoice, you can go directly back to the application and continue with the authorisation of your transaction.

The invoice page will be re-directed from the UPI app. However, the invoice is hosted externally and with the respective merchant you transacted with.

No, they won't. This function is only available for merchant transactions and for verified merchants only.

If you don't want to see the invoice, you can skip the invoice review stage and proceed straight with your payment. But we recommend you to check your invoices carefully for discrepancies or errors before making any payment.

If the invoice has been provided through a 'collect' request, you may choose to pay later, provided the 'collect' request does not expire. If the invoice is provided through a QR/intent, you can opt to drop the transaction after viewing the invoice and can re-scan/reinitiate later to process your payment.

You can connect with the merchant directly if you spot any discrepancy in the invoice.

With the introduction of a signed intent/signed QR, the existing QR/intent will become more secure.

An intent is an Android OS level feature that allows one app to give control to another.

If the QR/intent is not signed, the application will give a 'warning message' to the customer, but you can still proceed with the transaction based on how much you trust the merchant or whether there has been a successful service delivery from the merchant (more like a secured/unsecured webpage). The decision lies with you.

For normal Person to Person ( P2P) transactions, a signed QR can be generated from the UPI app.

No, the bank will not notify you about the signing of the QR/intent. A warning message will be provided by the UPI application, and you can choose whether or not to proceed with the QR before making the transaction.

You may decide to not proceed with the payment, or you could choose to continue with the transaction if the merchant is verified or the service has already been provided. If the merchant has not been verified by you, you're advised to pay only at your own discretion.

No, your HSBC SimplyPay UPI app will not be affected.

All the UPI merchants will gradually start using signed QRs only, but this migration may take some time. As a customer, you should always ask the merchant for a signed QR.

A UPI mandate is a function that lets you authorise a payment for future debit. You will have to authorise payments using your UPI PIN and the amount will be blocked in your account.

Presently, UPI mandate only supports one-time payments.

Yes, they are different and the UPI mandate works only in the UPI ecosystem. The UPI mandate creation process is done online, and customers can authorise the immediate creation of a UPI mandate using their UPI PINs.

If your bank is live with the mandate function, it will be available with your UPI app. For more details, you can visit your bank's website or go to www.npci.org.in for the list of participating banks.

No, you should use a UPI app to create a UPI mandate. The same app should be used to modify/cancel/revoke the mandate created.

Yes, a UPI mandate can be created & processed instantly.

Yes, the UPI mandate can be created for both merchants and other individuals.

Yes, a merchant can also create a mandate after it has been given authorisation by a customer using their UPI PIN.

In case the mandate request is not approved/authorised, it will expire and the mandate will not be created.

On the HSBC SimplyPay UPI app, this period runs for up to 90 days. You won't be able to create a mandate for a period beyond 90 days.

The 'share to payee' option is available for payers who don't wish to inform the payee (recipient) immediately and only want to inform them later. This option can be used for the purposes of a surprise or gift by the payer.

Currently the maximum limit for UPI mandates is INR1 lakh. This limit may vary for different purposes. For IPO subscriptions, the limit is INR5 lakh.

Effective 15 January 2022, the limit for IPO application has been increased to INR5 lakh per transaction on UPI (earlier the limit was INR2 lakh). The funds will be blocked in your bank account until allotment. On allotment of shares, the required money will be debited from the amount blocked for IPO application. In case shares are not allotted to you, the blocked funds will be released on the completion of IPO application process or expiry date of the mandate.

Yes, once you approve the request, the amount will get blocked from your account and you'll receive a SMS notification. 

No, a mandate can only be created against a UPI Virtual Payment Address (VPA) ID.

This is unlikely to occur, but on the rare occasion it does, you may reach out to your issuing bank with the mandate Unique Mandate Number (UMN) (available in the mandate section).

A mandate can be executed through a QR code where the QR will be providing the data required for the mandate. Customers can verify and enter their UPI PINs to authorise the mandate. Merchants will immediately be informed about the mandate created by their customer.

The current status of UPI mandates can be viewed in the 'My Mandate' section of the UPI app.

No, The UPI mandate can only be created from a mobile device using UPI apps.

No, registering on the UPI app is mandatory for the creation of a UPI Mandate.

No, you can only create a mandate if your issuing bank has the UPI mandate function. If the UPI PSP app supports mandate creation but your issuer bank has not gone live with the function, you cannot create a mandate.

Even if you change the account for which the mandate was created, there will be no impact and the mandate will be executed. But the relevant amount will still be debited from the original account.

If you change the UPI ID after creating the UPI mandate, the mandate will still be executed against the old UPI ID that was created at the time you created the mandate.

You will not be able to deregister from the app if there are any active mandates. Deregistering will only be allowed once all linked mandates are executed or revoked, and when there is no pending mandate linked to the UPI ID.

If you don't have enough funds from which the mandate amount can be blocked, the transaction will be declined by the issuing bank and no mandate will be created.

Yes, both mandate creation and execution can happen on any day, including holidays.

You'll need to enter the UPI PIN only once at the time you create the mandate. No UPI PIN is required for mandate execution.

If the UPI mandate is expired, the amount blocked by your bank at the time of creation will be unblocked with immediate effect.

If that happens, you can submit a complaint with the issuing bank against the specific Unique Mandate Number (UMN) provided at the time you created the mandate.

If you come across any issues specific to mandate creation, you may first reach out to the PSP provider, followed by the issuing bank, for assistance.

You can modify a UPI mandate by clicking the 'modify' option under the active mandate details.

Only the payer who created the UPI mandate can modify it.

You'll receive a confirmation from the app after the success of the modification of a UPI mandate. Modified details will also be available in the mandate section of the mobile app.

Mandate execution is separate from the default account and will be executed with details provided at the time the mandate is created.

Mandate execution is separate from the UPI ID, and execution will still take place with the details provided at the time the mandate is created. However, the customer app should resolve the address for the UPI ID, and the ID should not be deleted.

Revoking a mandate is the process of cancelling the mandate given to a specific person/merchant. If a mandate is revoked, then the blocked amount in your account will be unblocked. You can revoke the UPI mandate whenever you decide to cancel the mandate given to a specific person/merchant (in the event the service is not going to be delivered). Mandates can also be revoked or cancelled by the payee.

Yes, merchants can revoke a mandate and the amount will be unblocked by your issuing bank.

If the revoking of a UPI mandate fails, the request can be reinitiated. But even if the revoking process fails, the mandate will not be executed. You'll receive a confirmation on the app and you can also check for more details there.

Yes, you need to enter the UPI PIN if the revoke request has been initiated from the merchant.

The funds will be unblocked if the mandate is revoked or if the mandate is executed for an amount less than the stipulated mandate amount. In the latter case, the residual amount will be unblocked.

After revoking the UPI mandate, the mandate will no longer be executed, so any change of account or UPI ID will not have any impact.

The execution of a mandate is the process of finally debiting your account and crediting the beneficiary's account on the date stipulated by the rules specified at the time the mandate is created. The payee needs to click on 'my mandates' and click on the 'execute anytime' option during the mandate period to trigger the execution.

Mandates can be executed within the period specified during the process of the mandate creation. Execution depends on the payee. Customers can choose a particular date or duration period for the execution to take place.

You can raise a dispute in the app if the goods/services have not been received against a mandate execution.

After the mandate creation, the execution date can only be changed based on a modification request.

If you try to close the account before the execution of the mandate, you'll need to revoke the active mandates as the amounts required for the execution will already be blocked by the issuing bank.

Yes, even if you delete the UPI app, the mandate will be executed on the scheduled date.