Do’s and Don’ts

Do:
 Download the App on your own mobile handset
 Download and register the App on the mobile device having the mobile number as is
registered with HDFC Bank (for your credit cards and debit cards)
 Always logout of PayZapp once you have completed your transaction
 Call the PayZapp Helpline immediately if you lose your mobile handset and block your
PayZapp a/c. 24x7 Helpline no: 1-800-102-9426. You may call HDFC Bank PhoneBanking in
case you do not remember the PayZapp helpline number.
 Always set a screen-lock for your handset. This will give you additional security in case you
lose it
 Outgoing SMS will have to be configured from the SIM that you are registering with – this is
mandatory for successful device verification
Don’t:
 Download the app on a handset which is not yours
 Disclose your PayZapp Secure PIN to anyone
 Leave your mobile un-attended without logging out of PayZapp

FAQs
Relating to Security
Related to Registration
Related to Handset and SIM
Related to Adding & removing card
Related to Wallet – Add money / Send money / PayZapp Card
Related to Re-charge / Bill pay
Related to PayZapp Partner Club / other Merchants
Related to SmartBuy
Related to Virtual International card (NetSafe)
Related to mVisa QR code payments

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Relating to Security
1. How do I know PayZapp is safe?

PayZapp is secure because --

A) State-of-the-art encryption for in-built security

B) No data is stored on the phone – even if your phone lands in the wrong hands, no harm is
done

C) You only need to ensure that your Secure PIN is not shared with others

2. PayZapp does not ask me for VBV/ MSC password or OTP while linking cards. This seems very
risky, can anyone link my card to their respective PayZapp account and transact?
At the time of linking card, no card data is stored on the phone. At the time of making payment
for a transaction with your linked cards, the following checks are conducted -
a. User id which is recognized through device mapping with device specific cryptic signature
locked onto device by the application
b. Secure PIN entered by user mapped to user ID
c. Card number + mobile number combination as registered with bank

Hence if any user maps your card information to their PayZapp a/c, they will not be able to use
the same, as bank registered card number - mobile number combination check will fail.

Please do not initiate transactions you do not wish to complete, as you may not be able to
cancel out.

3. Are my card details stored on my mobile handset?

All data is securely stored with the bank and no card data is stored on the mobile handset.

4. What happens if my phone/SIM is lost?

It is recommended that you hotlist your PayZapp card by calling the PayZapp helpline number:
1-800-102-9426. It is also recommended that you block your mobile SIM by calling the
telephone service provider.

5. How do I reset my secure PIN?

Go to Home > Settings > Change secure PIN option. You will be asked for your old secure PIN
and new secure PIN and the PIN will be reset to new secure PIN.

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6. What do I do if I forget my secure PIN?

Go to Forgot PIN tab on your login page, you will be taken through multiple authentication
steps through which you can reset the secure PIN.

7. Is 2nd factor authentication applicable for PayZapp transactions?

Every payment transaction through PayZapp complies with the required RBI guideline on
second factor authentication.

Please do not initiate transactions you do not wish to complete, as you may not be able to
cancel out.

At the time of making payment for a transaction with your linked cards, the following checks
are conducted -

a. User id which is recognized through device mapping with device specific cryptic signature
locked onto device by the application
b. Secure PIN entered by user mapped to user ID
c. Card number + mobile number combination as registered with bank

8. Is PayZapp compliant to PCIDSS requirements?

Yes.

9. Will there be any impact on PayZapp if the PIN is changed for a card (debit/credit)?

No.

10. Does PayZapp account logout automatically?

Yes. As a security feature, the PayZapp account logs out automatically after 20 minutes from
the time of last activity on PayZapp.

11. How many times after entering the wrong password does the a/c get blocked?
If an incorrect PIN is entered 8 times continuously, on the 9th attempt the account is blocked.

12. What are the Steps for unblocking the a/c?

There are 2 ways to unblock an a/c –

1) In 24 hours the a/c automatically gets unblocked.
2) Call the customer service number & validate the below details to get the a/c unblocked –
 Name
 Registered Phone Number
 Registered Email Id (if any)
 Date of birth

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Related to Registration
1. What is the eligibility criterion for registering for PayZapp?

At present, PayZapp is available to all Bank cardholders and all Bank cards can be linked to
PayZapp. One click experience will only work on HDFC Bank cards and for this experience the
PayZapp registration should be done on the same device which has the mobile number as is
registered with HDFC bank for credit / debit cards

2. How do I generate my user Id and password?

a) The mobile number on which PayZapp is registered will be the default User ID. As part of the
registration process you will be made to set a 4-12 digit PayZapp Secure PIN.

Once registration process is completed, subsequent logins can be done using this User ID and
Secure PIN.

b) User Id and password can also be generated while doing a merchant purchase transaction on
the web, by selecting to register for PayZapp during the transaction. As a part of the
registration secure PIN will need to be set. The latest card used for that merchant purchase will
be linked to the PayZapp account thus created.

3. Will there be any charges on usage of PayZapp?

No charges will be levied on the customer by PayZapp. This does not apply to Merchant’s or
Service provider’s charges.

4. I want to give a feedback, how do I give it?

Call us at our customer care @ 1-800-102-9426 or send an email to support@payzapp.in. You
may also comment on Google Play Store or app store with your give feedback.
5. I have downloaded PayZapp but the app is not running on my phone. Why is this happening?

There could be multiple reasons for app not working ---

 No proper internet coverage. There are times when there is network fluctuation due to
which the app can run slow / crash.
 Older App version, current version will have to be downloaded from Play Store
 Entering wrong Login credentials.
 No sufficient RAM to run application.
 Multiple applications running in the background.

6. PayZapp is available in which countries for download?

PayZapp is available on Google Play Store for Android in India and the United States of America.
PayZapp is available on app store for iOS in India only.

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Related to Handset and SIM
1. On which devices does PayZapp work?
PayZapp currently works on mobile devices having Android Version 4.1 and above or iOS 8 and
above.

2. Do I need to have internet activated on my phone, even for using the app after downloading
it onto my phone?

Yes.

3. What happens when I transfer my SIM card from one mobile handset to other; will PayZapp
still work?
You will need to register the other mobile handset with the Device Verification Code during
login. Once registered, you can continue to use PayZapp with the other mobile handset and old
SIM card.

4. Does PayZapp support dual SIM functionality?

Yes. PayZapp supports dual SIM mobile phones with Android 5.1 and above. Outgoing SMS will
have to be registered from the SIM that you are registering with – this is a mandatory for
successful device verification.

5. How do I access PayZapp if I change my mobile number? Can I link my old and new PayZapp
accounts?

You will have to register for PayZapp on the new number. However you will not be able to
access your old PayZapp account through the new number. These will be independent PayZapp
accounts. You can add your old number as secondary number in PayZapp by following the steps
– Home > Settings > Manage Mobile > add your old number and verify.

6. How do I access PayZapp if I change my mobile handset?

You can install the current SIM in the new handset and when you install the app and login for
the first time in the new handset, you will be asked to authenticate by sending a DVC. You could
trust the new device with a DVC (device verification code) sent to the registered number.

7. I registered on PayZapp using a different handset but I am logging in from a different handset
now. Will I still be able to make single click transactions?

No. Your device Id was paired with your SIM (same as mobile number used for registration)
during registration to facilitate single click payment experience. Hence if you are logging in from

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a different device, single click transactions will not go through, you will be taken through
standard 3D secure/ OTP verification.

8. Can I use PayZapp without downloading the merchant app?

Yes. Currently over 15,000 merchants are signed for web acceptance. In these merchant
websites PayZapp appears as a payment option. We are in the process of integrating with more
merchant apps and websites and as and when the integration is completed, PayZapp as a
payment option will reflect with these merchants.

9. How is a PayZapp transaction completed for on a merchant website (not merchant app)?

If you are a registered user on PayZapp, a push notification will come to your verified device for
payment. You also get the option of continuing on web.

- If you continue on phone the transaction will need to be completed as per the current process
by entering PayZapp PIN (provided mobile device has the same mobile number as is registered
with HDFC Bank). For HDFC Bank Cards it will be a single click transaction whereas for other
bank cards the payment flow will be via 3DS / OTP.

- If you skip and continue on web, transaction will be a 3D secure transaction. The linked card
details will be shown and you will need to enter OTP or 3DS password.

- If you are not a registered user with PayZapp, you will be taken to guest checkout and post
completing the transaction you will be prompted for registration.

10. Which browsers are supported for PayZapp?

Web Browser Mobile Online

Google Chrome Version # 39 to 44 Version # 20 to 44

Safari Version # 5.1 and 6 Version # 4 to 5.1

Mozilla Version # 40 Version # 30 to 40

Opera Version # 30 Version # 20 to 30

11. I did not receive a push notification on my phone even though I have installed and
registered for PayZapp. What could be the reason?

The reason could be as below --

1. The device is NOT trusted

2. If the last logged in device is NOT trusted

3. If the trusted device is not the last logged in device

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 a) user has phone 1 & phone 2.

b) user logged in from phone 1 and trusted it.

c) user logs in from phone 2 but does not trust it.

d) push notification will go to Phone 1 & not to phone 2

4. Google push notification service is down

5. User has disabled push notification in phone settings

6. Internet connection is bad

Related to adding & removing card

1. How can I remove my linked card from PayZapp?

Go to Login - > Home – > Manage Cards –> click on trash box icon right side of card which you
want to remove.

2. How many cards can I link to PayZapp?

There is no limit on number of cards that can be linked in PayZapp.

3. Can I add RuPay, Diners Cards, American Express, other cards on PayZapp?

Presently, only Visa/ MasterCard cards can be used on PayZapp. Other card schemes will be
added in subsequent phases.

4. Can I link my HDFC Bank a/c to PayZapp?

This feature is currently not supported, but will be launched soon. However, you can link your
Debit Card to PayZapp.

5. Can we link other Bank Cards (debit /credit) and other Bank accounts?

Yes.

6. Can I link Pre-paid cards?

Yes. The card has to be powered by Visa/ MasterCard.

7. I am not able to scan my card for link card.

(a) The scan card feature works only with embossed cards. Non-embossed (flat surface) cards,
have to be manually entered.

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(b) While scanning, the scan box should be placed precisely along the inner edges of the card
being scanned.

Related to Add money / Send money /

PayZapp Card
1. Loading / sending money -
* This feature is governed by RBI Pre-paid card guidelines. Monthly transfer limit is Rs.
10,000/- for non-KYC customers and Rs. 50,000/- for KYC customers. One has to first "load
money" into a pre-paid instrument and only then can one "send money"
* Click on the stack of coins icon on top right of "Send money" page to load money
* Money loaded will appear in PayZapp as a Virtual Pre-paid card. Click on the Card icon on
top left of "Send money" page to view the card (it has full 16 digit no, expiry date, and CVV
on reverse)
* Money can be sent to anyone in your phone book or to any email id. Presently as PayZapp is
available only on Android phones version 4.1 and above and iPhone with version 8 and
above, do confirm first that the recipient has one
* Money sent inadvertently to a non-PayZapp user, will get credited back to the senders a/c
in 2 days provided the recipient has not claim it
* Money sent is transferred instantly if the recipient is already registered with PayZapp.

2. Money Received -
* Recipient needs to have an Android phone with version 4.1 and above or an iPhone with
version 8.0 and above.
* Recipient registered on PayZapp will get a PayZapp notification of money received and
amount can be viewed on PayZapp card
* Recipient not registered on PayZapp will get an SMS with a code. Recipient can then
download / register on PayZapp and claim funds with this code.
* Money received will appear in transaction summary and total balance can be viewed in
PayZapp virtual card
* Presently, money received cannot be withdrawn in cash or transferred to bank a/c. It can
be used through the Virtual card for one click payments on Partner E-Commerce merchants
/ Re-charge and for regular 3DS transactions on all E-commerce sites in India.

3. Money received on alternate handset -

If you have registered for PayZapp on one handset and you receive a PayZapp transfer on
another mobile, the same can be claimed as under -
* Click on drop down menu on home screen ==> click on settings ==> click on the mobile icon
below " - - - Manage - - -"
* "Manage Mobile" screen opens up. Click " + " button on top right ==> enter alternate
mobile number you want to add to PayZapp A/c ==> click "Ask MVC" ==> Mobile verification

8
 code will be sent to that mobile number ==> enter this code and click "Add & Verify" ==>
your alternate number is now registered on your PayZapp A/c !
* Logout of PayZapp and login again. Go to Settings in drop down menu ==> click "View
unclaimed funds" ==> enter claim code received through SMS ==> hit "Claim Fund" button.
You will now see the funds received in transaction summary
The same process can be followed to link additional email accounts.

4. Do I have to load PayZapp Card to pay a merchant?

You don’t have to load PayZapp card to pay merchants / bills. You can make payment directly
from linked card. However, if choose to do so, you may also make payments from loaded
PayZapp card.

For sending money, you have to load PayZapp Card first.

5. Can I send money to anyone with or without bank account or debit/ credit card, only using a
mobile number or email ID?
Yes. Funds can be sent to anyone with or without bank account or debit/credit card.

6. Can I transfer money from Debit Card to Credit Card and vice versa?
No.

7. How much time does it take for funds to get credited in beneficiary’s PayZapp account?

The funds transfer using PayZapp is instant.

8. What are the limits on transactions per day per card from PayZapp?

a) For payments / transactions done on merchant websites through linked credit / debit cards,
the available limit on credit card / balance available in your bank a/c will apply.

b) For other transactions limits are as follows –

KYC wallet non- KYC wallet
Type of
Limit Limit
transaction
Daily Daily Monthly Monthly Daily Daily Monthly Monthly
Count Amount Count Amount Count Amount Count Amount
Load Money 25 50,000 100 50,000 25 10,000 50 10,000

P2P-Send Money 25 20,000 100 50,000 25 10,000 50 10,000

P2P-Receive
25 50,000 100 50,000 25 10,000 50 10,000
Money

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9. Can I see all the transactions done through PayZapp wallet under the “Recent Transactions”?

Currently last 50 transactions done in the last 2 months can be viewed in this section. For
earlier transactions you will need to call or email the customer care.

10. Can I send money to a person abroad?

You can send money to person abroad, as long as they have a valid Indian
registered phone number to register and claim the funds.

11. Do I earn any interest on the balance accumulated in PayZapp Card?

No, there is no interest earned on the balance in your PayZapp Card.

Related to Re-charge / Bill pay

1. What are the limits set for recharge on mobile/ DTH/ Data Card using PayZapp?

Service Type Daily Daily Transaction Monthly Transaction Monthly Transaction

Transaction Amount count Amount
Count
Mobile Prepaid 15 10000.00 40 50,000.00
Recharge
Mobile postpaid 10 25,000.00 20 50,000.00
Bill Pay
Data Card Prepaid 10 25,000.00 20 50,000.00
Recharge
Data Card Postpaid 10 25,000.00 20 50,000.00
Bill Pay
DTH 10 25,000.00 20 50,000.00

2. How many recent transactions can I view in the recently used recharge/ bill pay tab?
On Mobile Recharge / Bill Pay section we can view last 6 successful transactions done.
(SmartBuy transactions are not included in this).

3. Why was the recharge amount I entered not accepted at PayZapp?

Operators decide the valid recharge denominations circle-wise and they keep changing it from
time to time. Talk time and special recharge value are dependent entirely on the operator. Do
not miss the drop-down menu “Click on “Browse plans” to view indicative plans”.

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4. I got zero talk time or less than expected talk time!
The talk time that you receive after doing a recharge on PayZapp is defined by the mobile
operator and we have no control over it. Different recharge values give different amounts of
talk time. Sometimes, the recharge value that you enter could be a special recharge that might
give you free SMS, free data usage or reduced call rate without giving you any talk time. It is
recommended that for all such cases, you check directly with your mobile operators.

Related to PayZapp Partner Club / other

Merchants
1. What is PayZapp Partner Club?

PayZapp Partner Club is an exclusive club of merchants who have integrated PayZapp as a
payment option on their Payment page, in order to offer the most convenient payment option
to their customers. Users will experience unique one click payment experience on their
payment page and also exclusive offers from time to time. You are redirected to the partner
merchant’s application/ website from inside PayZapp and ‘Pay using PayZapp’ option may be
selected on the merchant’s pay page.

2. What is the payment transaction flow for PayZapp?

Upon selecting ‘Pay using PayZapp’ option on a participating merchant’s pay page, you will be
prompted to enter the PayZapp Secure PIN. Your last used card will appear as the default card
for the transaction. However, there will be option to select any other card which you have
linked to PayZapp. On clicking approve, the transaction is complete in a single click if it matches
the defined authentication criterion, else you will need to enter OTP or VBV/ MSC password for
authentication.

3. Can I make payments to any ecommerce website using PayZapp?

Yes, you can make payments on any ecommerce site using the PayZapp wallet card. This will be
like the current standard ecommerce transaction, using card number, expiry date, CVV and
standard second factor authentication.

4. What happens when I cancel my purchase transaction? The refund gets posted to which
account?

For transactions done through linked cards, the refund happens to the source card (card which
was used for making the purchase transaction). For transactions done through PayZapp Card,
refund will happen on PayZapp Card. The turnaround time for refund depends on the
respective merchant.

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5. Will I get alerts when there is a transaction done through PayZapp?

If the transactions are done on the PayZapp wallet card, the same appears immediately in the
Recent Transactions tab. There are no separate alerts sent for the same.

For transactions done using the linked cards, the current credit/debit card transaction alert will
continue.

6. I was redirected to merchant’s mobile application from PayZapp Partner Club, but it did not
ask me for secure PIN while making payment using PayZapp?

This is because you are already logged into PayZapp using your secure PIN and you are
accessing PayZapp Partner Club from inside PayZapp.

7. What happens to my reward points on linked credit / debit card when I pay using PayZapp?

The reward points of respective credit / debit card continue to accumulate as per their current
proposition.

8. I see 'Pay using PayZapp' on a participating merchant, but I am not registered on PayZapp
neither do I have PayZapp installed on my phone. Can I transact using PayZapp?

Yes you can transact using PayZapp by entering your card details. However for the best
experience, please install the app from the Google Play Store, link your card and then you can
use PayZapp to complete the transaction.

Related to SmartBuy

1. What is SmartBuy?

SmartBuy is a HDFC Bank’s e-commerce initiative to create an exclusive portal that offers wide
range of digital and physical products from travel, entertainment, bill payments, electronics,
fashion, books and much more.

2. What is the customer care contact for queries and complaints related to SmartBuy?

1860 - 425 – 3322

(9 AM to 9 PM, Mon to Sat only )

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On Flight Ticketing Section

1. On which airlines can I book my tickets?

SmartBuy brings to customers, most, if not all, listings from all the airline carriers from across
the world. There are no restrictions, on bookings on any airlines available, as long as there is
availability of seats.

2. Are there blackout dates on airline travel bookings?

Customers can travel at any time of the year, as long as the availability of seats exists.

3. For bookings done through SmartBuy website is it necessary that the credit card holder
should be a part of traveling itinerary?
No, the card holder need not be part of the traveling itinerary. But, based on the airline’s
regulations the passenger may be asked to carry a photocopy of the HDFC Bank Credit Card
signed by the cardholder. Passengers are requested to please check with the airline.

4. How much baggage can I carry on the flight?

Baggage allowance on flights varies with the airline, sector/destination, and other factors.
Please check on the airlines website for more details the baggage details and its updates.

5. How do I check if my flight is on time or not?

Status for any flight departing within 24 hours, can be checked, by speaking to the flight
operators directly.

6. I am travelling with an infant. Is there anything special I need to know?

Babies between the ages of 0 to 2 years are considered to be an infant. Infants are not
allocated separate seats. For an infant ticket, it is mandatory to carry the birth certificate of the
infant along with the ticket.

7. Do I need to provide an identity proof while booking my ticket?

A valid ID proof is required to enter the airport. However, the need for the ID proof/ checks
done by the airline personnel varies between airlines and procedures followed there on by the
airlines.

8. Can I make a booking for and on behalf of someone else?

To effect a booking on behalf of a dependant, simply enter the travel details of the passengers
at the time of booking.

9. Can I make an online booking on the SmartBuy Portal for a child below 12 years of age
traveling alone?
Depending on the airlines chosen for the travel, bookings for child below 12 years, may be
allowed. Please check with the airline directly for assistance.

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10. Can I book tickets for infants on SmartBuy?
Yes, on SmartBuy portal, Customers are allowed to book one infant per adult. The infant's age
must be below 24 months on the date of travel. Please carry the birth certificate of the child at
the time of check-in. The infant will not be allotted a separate seat and will need to travel with
the accompanying adult.

11. What is the maximum number of seats I can book at one time on SmartBuy?
A maximum of 9 seats can be booked online at one time on SmartBuy Portal. In the case of a
group booking, with more than 9 passengers please call the customer support for assistance.

12. My flight charges have increased after providing the passenger details. Why did this
happen?
The airline fares fluctuate from time to time. There may be many reasons why this could
happen. Most common being, due to availability of the seats on that particular flight. In case of
Dis-satisfaction on the particular flight selection, please do search for an alternate flight.

13. I just booked my flight and my card is charged, but I have not received an email
confirmation on my booking. What do I do?
In some rare cases, negative or nil responses arise from the various flight partners on the
confirmation of ticket booking. In such cases, please call the Customer Support details of the
preferred partners for assistance before repeating the booking process again. If the ticket is not
booked/ confirmed, SmartBuy would automatically refund the amount charged to the HDFC
Bank Credit Card within 15 days.

14. How do I know my booking is confirmed?

An email confirmation on all bookings is sent informing customers of the booking details. If the
email is not received within 1 hour from the time of booking please call the preferred partner’s
customer care for assistance.

15. Do I need to confirm my flight reservation before I fly?

Customers are welcome to call the airlines for confirmation. However if there is a reschedule or
cancellation, the airlines will also try to get in touch with customers on the contact details
provided at the time of booking. Hence make sure only valid phone number/email id is
provided at the time of booking.

16. How do I get my e-ticket?

The e-ticket is sent to the email id once completion of the booking or by the call centre. If not
received it within 1 Hour of the booking, please contact the customer support for assistance.

17. How do I get a boarding pass for an e-ticket?

Web Check-in can be fulfilled by the following three ways:
-in facility, where customers can select specific seats and
print respective boarding pass online. On utilization of this facility, customers will have to
approach the check-in counter to drop their baggage.

14
 -in services are provided by some of the airlines. In such cases, customers will have
to present the ticket and ID proof at Airline check-in counter for issuance of boarding card and
for baggage drop.
-in physically at the airport counters of the airline by
presenting the ticket and ID proof.

18. Do I have to show my e–ticket confirmation email at the airline check–in counter?
Yes, it is strongly advisable to carry a printout of the e–ticket. In case of loss or unavailability of
the e–ticket copy, customers may contact the airline ticketing counters to issue you a duplicate
copy.

19. Can I get paper tickets?

SmartBuy does not issue paper tickets. Customers have to take a print out of the E-Ticket sent
to the registered Email ID.

20. Do I have to show ID proof at the time of check–in?

Yes. Please carry a government–issued photo–id proof whenever travelling.

21. How do I print my ticket?

In case of booked tickets, login to the SmartBuy portal and go to 'Manage Orders' section.
Customers have an option to print the e-ticket for each successful booking. A copy of the e-
ticket is sent to the registered email id.

22. How do I cancel a flight reservation?

Flight bookings can be cancelled by directly calling the airlines. In such cases customers will
need to call our customer care with all relevant details (such as endorsement copy/cancellation
id) to process the refund amount immediately. Customers will be notified by the airline partner
once the cancellation process is completed. Please note relevant airlines and airline partner
cancellation charges are applicable.

23. What are my cancellation charges?

The cancellation charges vary from airline to airline and the airline partner through whom the
ticket was booked.

24. If I need to cancel my flight, what’s the latest I can do this by?
Please submit the request with the partner at least 24 hours before the departure time.

25. How will I get my money back after a cancellation?

We will initiate for the refund amount as soon as the cancellation is completed. However please
allow up to 20 business days for the refund amount to be reflected in customers account.

26. How do I reschedule my flight booking?

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To reschedule (change the date and time) of the flight, Call the preferred partner’s at below
Support Number and email. Please note sector wise changes cannot be done. Airlines and our
partner’s rescheduling charges are applicable per passenger.

Partners Post booking/ transaction queries including modification & cancellations

Goibibo - smartbuy@goibibo.com, 0124-6159110
Cleartrip- agencysupport@cleartrip.com, +91 (0)22 40554954

27. How do I check if my flight is on time or not?

Please check with the airlines directly for timings.

28. Can I book a multi-city trip?

No currently, only a one way or a two way trip booking can be effected on the SmartBuy
Website.

29. How do I correct the wrong spelling in my name or have the prefix changed?
We suggest customers, to please call the airlines directly in such instances.

30. I have forgotten my booking ID / PNR. What do I do?

The PNR number is available in the email notification sent to customers.

31. The airlines cancelled my flight. How do I get my money back?

Please call our customer support immediately with the cancellation details to process the
refund. Please allow 20 working days for the refund to reflect back in the account.

32. How can I change the date and time of my flight booking?
For rescheduling flights please call the partner’s customer support at below helpline.

Partners Post booking / transaction queries including modification & cancellations

Post booking/ transaction queries including modification &

Partners cancellations

Goibibo - Flight smartbuy@goibibo.com , 0124-6159110

Cleartrip -
agencysupport@cleartrip.com, +91 (0)22 40554954
Flight

33. What documents do I need to carry to check-in for my flight? Do I have to carry the credit
card that was used for making the payment?

16
with the ticket.

time of the booking.

34. What travel documents am I required to carry while undertaking international travel? Any
other rules?

The following documents are required for international travel:

- Valid for at least 6 months from the travel date.
- Valid visa for the country being visited. Also required, a transit visa if customers are
transiting for more than 12 hours. Please check transit visa rules for the country of transit.
- It is advisable to carry valid medical & travel insurance when traveling
internationally.
- It is not allowed to carry more than US$ 10,000 as a cash or travellers
check.
- Confirmed return air ticket. A one-way air ticket will be accepted only for students
or working professionals (student visa or work visa holders), as well as dependents of the
working professionals.

35. How do I print my ticket at a later time after booking?

A printout can be taken from the email confirmation received or if the PNR number is known
please call our customer support for assistance.

36. How do I select my seats?

For pre-seating, please call the airlines or our flight partners directly. Please note there may be
additional charges on pre-seating.

37. What happens if I am not carrying a copy of my E-Ticket to the airport?

Failure to carry a printout of the E-Ticket, customers will need to go to the airline counter at the
airport and request for an E-Ticket copy by providing the PNR number of the reservation.

38. By when can I expect my refund against the cancellation of my booking?

The refund amount will be credited back into the account depending on the mode of
transaction. We will credit the money back as cash on to your HDFC card/ account depending
on the mode of transaction done. Please allow 15 working days for the refund to reflect in the
bank account.

39. Do I need to reconfirm my flight?

Customers can call the airlines for confirmation. However if there is a reschedule or
cancellation, the airlines will also try to get in touch with customers on the contact details
provided by at the time of booking. Hence make sure to provide a valid phone number/email id
at the time of booking.

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40. I will be coming from an international flight connecting to a domestic flight, am I allowed to
check my baggage all the way to my final destination?
Some airlines allow for checking the baggage all the way to the final destination. Please confirm
with the respective airlines.

41. When can I check-in online?

Web check-in is available 24 to 2 hours prior the scheduled departure time.

42. I did not receive an emailed booking confirmation, has my booking been confirmed?
If emailed confirmation is not received, please check the spam folder or junk mailbox.
Customers may also have added the email address incorrectly during the booking process
which has prevented the confirmation from being received. Please call the customer care
centre on the absence of a booking reference.

43. My international travel is starting from USA. How can I find out what meals are available on-
board?
Meals on-board can be known by speaking to the flight operators directly.

On Hotel Booking Section

1. What is the difference between a twin and double room?
A "Twin Room" will have 2 separate beds which can be shared by two guests. A "Double Room"
will have only one double (king size/ queen/ double) bed which can also be shared between 2
guests.

2. Can more than two adults stay in a single room?

Most hotels allow additional guests to stay in a single room for an extra charge. However they
might have restrictions on the maximum number of guests that are allowed per room. We
suggest, to call the hotel directly before booking.

3. Our children will be traveling with us – do they stay for free?

While effecting the booking, please select the number of children travelling. The charges vary
with the number of children and Adults for each hotel and also on the type of room selected
within the Hotel.

4. How do I know if my booking was successful?

On booking confirmation, customers will receive an email confirmation with all the relevant
details of the booking. In case of non-receipt of this notification within one hour of booking,
please call our customer support for assistance.

5. Do I need to confirm my booking with the hotel once I have completed the booking process?
Please note that it may take up to 12 hours for the booking to reflect in the Hotel records.

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6. I just completed the booking process and my account/card has been debited. I see a blank
screen instead of the order confirmation page. How do I know my booking is confirmed?
In case of account/ card being charged, but receipt of an email confirmation on the booking,
please call the customer support for assistance.

7. How long will it take for the hotel to get my booking information?
In most cases the hotel should receive the reservation information within 12 hours of the time
of booking (except for nights, weekends and other holidays when the hotel’s reservation
department is closed). Please note that this doesn’t apply to bookings made for the same day.
There are certain reservations that are booked out of an allotment. These rooms are
guaranteed and must be paid for during check out of the hotel. In some cases the hotel won’t
have the name on the reservation until approximately 24 hours before arrival.

8. Will the hotel hold my room if I’m arriving late?

Since the reservation is guaranteed with a credit card or voucher payment the hotel is obliged
to hold the room for the days booked for, with them.

9. What if I’m going to arrive early?

In case of early arrival early at the hotel, contact the Hotel directly. But it’s ultimately subject to
the terms and conditions and availability of rooms at the hotel to accommodate for arriving
early.

10. How do I cancel my hotel booking?

Cancel or modify hotel by contacting the partner customer support at below number.

Partners Post booking / transaction queries including modification & cancellations

Cleartrip - Hotel agencysupport@cleartrip.com, +91 124 4837444/ 445/448
Expedia - Hotel support@smartbuy.com, 1860 425 3322

11. What are the cancellation charges and by when do I need to cancel my hotel booking?
The hotel cancellation and cancellation charges can be dynamic to each hotel - the time of
cancellation and the time of the stay. Please note that while some hotels allow for free
cancellation, others are non-refundable or have a penalty charges on cancellation. Please make
sure terms and conditions are read, with respect the cancellation charges and cancellation
notification time at the time of booking. Also, call our partner customer support to assist with
the cancellation. SmartBuy website does not apply any cancellation charges to its customers.

Partners Post booking/ transaction queries including modification & cancellations

Cleartrip - Hotel agencysupport@cleartrip.com, +91 124 4837444/ 445/448
Expedia - Hotel support@smartbuy.com, 1860 425 3322

12. How will I get my money back after cancelling a hotel booking?

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If the hotel booked at, entertains cancellation, the refund amount will be credited back into the
account. We will credit the money back as to the HDFC card/ Account depending on the mode
of transaction done. Please allow 15 working days for the refund to reflect in the bank account.

13. How do I modify a hotel booking?

Modification (e.g.: change of date) to bookings will be treated as cancellation and new booking.
Customers will have to cancel the existing booking and make a new one.

14. What are the check in and check out timings?

The check in - check out timings are available for each hotel on the website. Every hotel has a
specific check-out time (typically between 11 am and 1 pm). Please check with the hotel
directly for the timings, before planning to come early or check out late.

15. What do I need to bring to the hotel to check in?

Please carry government issued ID proof for all the guests in the booking. If the card holder in
whose the name the booking was made is not part of the guest list please carry a signed
photocopy of the identity proof of the card holder. Please note some hotels may have age
restrictions.

16. Are there additional hotel taxes to pay?

The final booking price for the rooms mentioned on the portal are inclusive of all taxes.
However there may be additional charges in the final bill depending on any extra service that
may have been extended during the stay such as late check-out, extra guests and other
facilities.

17. Are there additional charges if I bring extra guests to the hotel at the last minute?
Yes there may be charged extra for guest/s as they are not part of the originally booking. Please
check with the Hotel for availability and charges.

18. Can I make special requests with my hotel room reservation?

Yes, special requests can be made. Please note there may be additional charges by the Hotel
depending on the type of request.

19. How do I find a hotel with particular amenities, such as a swimming pool, pet friendliness,
or Internet access?
Select the hotel of choice, simply click on the title of the hotel to know more about the
Amenities, Terms and conditions, Policy and Tariff etc. related to the hotel. Also call in to our
partner customer support for more details.

Partners Post booking/ transaction queries including modification & cancellations

Cleartrip - Hotel agencysupport@cleartrip.com, +91 124 4837444/ 445/448
Expedia - Hotel support@smartbuy.com, 1860 425 3322

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On Movie Ticket Section
1. How many tickets can I book in one transaction?
A maximum of 10 tickets per transaction can be booked in each seating category.

2. How do I know if my Movie booking is confirmed?

Once the booking is confirmed, you will receive an email confirmation to the registered email ID
with all the relevant details.

3. I just booked my ticket online. How will I get my tickets?

Once the booking is confirmed, you will receive an email confirmation to the registered email ID
with all the booking details. Please carry a print out of the notification and present it at the box
office of the cinema. The box office will verify and give you the tickets.

4. Can I choose my seats online while booking a movie ticket?

Yes. You have the option of selecting the seat of your choice while booking.

5. I accidentally booked my tickets for today instead of tomorrow, can you change the tickets or
seating?
No, it is not possible to change your dates or seating once your ticket is confirmed.
6. Can I cancel my movie tickets once booked?
No, as per government regulations, you cannot cancel a movie ticket.

On Music Section

1. I just purchased a song and downloaded it. Do I need to pay again for a re-download?
Absolutely not! Once you have purchased a song you can download it any number of times
without paying for it.
To download, click on the download button beside each track under 'My Redemption' --> 'My
Account tab' (OR) Navigate to 'Manage Orders' at top right corner of the Home screen and
enter the requested details and submit to download the song.

2. Can I transfer the downloaded music tracks from my PC to mobile and back?
Yes, you can transfer your purchased music track from one device to another as long as you are
the rightful owner of the devices. Please note it is against the law to share your downloaded
music with others.

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3. Are all Music tracks that I download 'Rights' protected?
Yes, all music tracks available for download on the SmartBuy website are DRM protected.

4. I just paid for a music track and I can't seem to download the song! What do I do?
There may be technical reason why you are unable to play/download a song you just
purchased. Please call our customer support to help you.

Related to Virtual International card

1. What is NetSafe (Virtual International Card)?

 NetSafe is a unique online secure payment solution from HDFC Bank, in the form of a
Virtual International Card.
 The NetSafe offering involves generation of a virtual card number that you set up using
your existing physical credit card or debit card.
 You can then use this virtual card number to shop online at any merchant website within
India or abroad.
 You need not expose your entire credit card limits or your card details online, simply create
another virtual card with smaller limit and short period validity.

2. What are the unique features of NetSafe Cards?

 The actual credit/debit card number is never used in the online transactions. Therefore,
there is no risk of the actual card number getting exposed during the online transaction or
on the merchant website.
 For debit cards* up to 5 virtual cards can be generated daily, on credit cards NetSafe card
can be created as per the below grid

No of NetSafe cards per Maximum limit per NetSafe

day card
Infinia & Regalia credit
5 Rs.150,000
card
Rest of the credit cards 3 Rs.75,000
 Infinia and Regalia credit cards issued prior to 25th Aug 2012 can create only 3 NetSafe card
per day with limit of Rs.75,000.00 for each card.
 The NetSafe Card will be valid for maximum 48 hours.
 The NetSafe Card can be used at any online merchant site that accepts MasterCard / Visa

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 Cards, thereby providing secure online payment.
 After the end of the validity period of the NetSafe Card, such unutilized amount will be
credited back to your Credit/Debit Card account.
* This is subject to the Point of Sale (POS) limit per day, provided there is available balance in
your savings/current account.

3. How safe is the HDFC Bank NetSafe Card?

 Your NetSafe Card is created online in real time for an amount decided by you and valid for
maximum 48 hrs.
 The NetSafe Card is an online, single transaction card. Therefore it cannot be used more
than once, nor can it be used on a swiping machine.
 On use of the Card the card expires, and can never be used again.
 You will be the first and the only person to use the card.
 As a matter of practice, you should create the card before the intended purchase, and use
immediately at your chosen merchant site. The plug-in that you can download from our
website facilitates such unique card creation for ongoing online shopping transactions.
4. Do I have to register for using NetSafe?
Yes. There is a simple process for registering for NetSafe. Log on to www.hdfcbank.com and
click on the register now option under NetSafe on the screen. Thereafter, follow the simple
registration steps.
5. Can I register more than one HDFC Bank MasterCard/Visa Card?
Yes, you can register all of your HDFC Bank MasterCard/ Visa Credit and Debit Cards.

6. How do I generate a NetSafe Card?

Go to Home > Slide the menu > Select NetSafe and log in using your NetSafe login ID and
NetSafe password. Now, choose the account (credit card or debit card) from which you have to
draw funds for creating the NetSafe Card. Click OK to generate the NetSafe Card.

7. Can I use the NetSafe Card at all websites?

You can use your NetSafe Card at all the websites, which accept Visa / MasterCard cards as
payment options.
Note:
Avoid using your NetSafe card when:
1. You will be required to present your actual plastic HDFC Bank Card to receive your purchase,
e.g. for purchase of some airline and movie tickets - check each merchant's policy carefully
before you purchase!
2. Card is to be used for recurring or installment payments

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8. When does the source account get debited - at the time of creation of NetSafe Card or at the
time of purchase payment?

The amount gets debited at the time of creation of the NetSafe Card.

9. What happens if I do not use the NetSafe Card at all or if I use only part of the NetSafe Card
amount?

For a completely unused NetSafe card created from your Credit Card, the amount is credited
back at end of validity period. For NetSafe cards created from your Debit Card, the amount will
be credited back in 3 working days to the source account.
In case the NetSafe Card was partially utilized, the balance amount gets credited to the source
account within 7 days (for NetSafe Card created from Credit card) or at the end of 35 days (for
NetSafe card created from Debit Card) from the date of transaction.

10. How do I cancel a NetSafe Card, after generating it?

Login to NetSafe and choose All accounts/services. In that, select Card List, which will list down
all the NetSafe Cards generated and live. Then choose the cards that need to be cancelled and
click on Cancel Card.

For NetSafe cards created from your Visa /MasterCard Debit Card, the amount will be credited
back in 3 working days to the source account. For NetSafe cards created from your Visa /
MasterCard Credit Card, the amount is credited back at end of validity period.

11. Several merchant sites ask for a 3 Digit Code to be entered in addition to the Card Number.
Does the NetSafe Card provide for such a number?

Yes, at the time of NetSafe Card creation, this 3 digit code (CVV2 / CVC2 Value) will be
generated and it should be used when prompted by a merchant site.

12. What if I forget my NetSafe password?

If you forget your password, go to the NetSafe portal on HDFC Bank’s website, you may reset
your password (create a new password) after entering your Credit/debit card number, ATM
PIN (or CVV2 and Date of birth for credit cards) and card expiry details.

13. If I suspect someone has stolen my password or used it to make fraudulent purchases, what
should I do?

Contact HDFC Bank immediately at your nearest customer call center (for Credit Cards) and
Phone Banking Centre (for Debit Cards) and report the same.

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14. What happens if I shop online without using the NetSafe Card?
You will be exposed to all the risks of online shopping, and your card could get misused.

15. Is there an annual fee for the HDFC Bank NetSafe Card?
No, this facility is currently being provided to you free of cost.

16. Can I withdraw cash using my NetSafe Card?

No, this card can be used only for making online payments at sites that accept the "VISA" or
"MasterCard" range of cards.

17. Can I use this card for mail order or telephone order purchases?
Yes, this card can be used for mail order or telephone order purchases (subject to the card
being used by the merchant at his end for completion of the transaction within the validity
period of the card i.e. within 24 hours from the time of NetSafe card creation).

Related to mVisa
1. What is mVisa?
mVisa is the new transformative way to pay with your smartphone. mVisa on PayZapp lets you
make payments by just buy scanning the merchant’s QR (Quick Response) code or by entering
the merchant’s mVisa ID.

2. What is mVisa QR code?

The mVisa QR code is a form of a bar code that has the merchant’s information required for
the payment.
3. What do I need to pay with mVisa?
You need a smartphone with a data connection and PayZapp application downloaded on your
phone. You also need a PayZapp card which is created by loading money on PayZapp for the
first time.
4. Which cards can I use to make mVisa payments?
You can use any of your linked debit/ credit cards or PayZapp card for making payments using
mVisa.
5. Where can I use mVisa to make payments?
Just look for the mVisa acceptance mark/ logo at a retail/ online store to pay using mVisa.

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6. How should I use mVisa through PayZapp?
To pay at a store -
 Look for the mVisa QR code at the billing counter.
 Scan the merchant’s QR code or type in mVisa merchant ID in PayZapp.
 Enter the exact amount you need to pay to the merchant.
 Select the linked card you want to use to pay.
 Complete the transaction and you will get the transaction confirmation.

To make bill payments -

 Spot the QR Code acceptance mark and QR code on your bill.
 Scan this QR code or type in numeric merchant ID.
 You will either need to enter the payable amount from the bill or scanning the QR code will
automatically display the payable amount.
 Select the linked card you want to use to pay.
 Complete the transaction and you will get the transaction confirmation.

7. What will happen to my funds if the transaction fails and the merchant does not receive a
confirmation for payment?

In case your transaction fails, the transaction amount will be credited back to your PayZapp
card.

8. What happens if a wrong transaction was made?

You can request the merchant directly for a refund or contact your bank just as you would for
any credit or debit card payment.
9. Is mVisa a secure mode of payments?
Yes. As every QR code based transaction needs a secure PIN validation from you, it prevents
other people using the account. Also no card details is stored in the mobile handset.
10. What are the charges for QR Code payments?
There are no charges levied by PayZapp for mVisa QR code payments.

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