What is U-Wallet?

Welcome to the world of easy and convenient way of digital payments. U-Wallet offers you a unique way of making payments in the online as well as offline world using the U-Wallet Mobile App and Udio Platinum Card. The U- Wallet App not only helps you to pay/get payments from various sources easily, it also helps you to get a Udio RBL Bank Card that will let you shop across over 2 million merchants, makes your checkout at partner merchants fuss free by letting you save your cards securely, and also lets you transfer your wallet balance to a bank account. U- Wallet is your one stop shop for mobile recharges, DTH top-ups, landline, electricity and gas bill payments. You can also purchase gift vouchers of leading brands for your friends, family members and also yourself. You earn instant loyalty points – Udio Treats, across a range of spending options and such Treats can be used for making purchases.

Why should I use U-Wallet?

U-Wallet offers you a unique combination of a Mobile Wallet and a Rupay Platinum Card that enables you the freedom of making payments at the widest range of merchants.

Udio also brings you instant and extremely affordable loans through MakeMyWish program. You can now pay for your shopping, travel or any other spends in easy EMIs.

You earn cash through our loyalty program – Udio Treats – uniquely designed to give you instant credits which you can encash on an immediate basis. Save more cash by availing interesting offers and discounts as you shop cash free.

Make gifting fun by sending Branded e-gift vouchers and 2G/3G data directly from your phone. Split movie, dinner or even rent bills instantly using Udio's Split Bills and remind friends to payback.

Where can I spend the money available in my wallet?

• With a digital Udio RBL Bank Card- you can pay/shop at any online store of your choice.
• With a plastic Udio RBL Bank Card you can swipe at any retail outlet, restaurant, petrol pump etc. where Rupay cards are accepted.
• Purchase e-Gift cards from popular brands such as Amazon, Flipkart, BigBazaar, BookmyShow and others.
• Send money to friends and family and make them happy
• Mobile Recharges, DTH, Electricity, Gas or Broadband bill payments on select operators.
• Send a surprise gift in the form of e-vouchers or even data to family & friends.
• Pay for purchases made at Udio partner merchants with ease.
• Scan & Pay for purchases using BharatQR at select merchants

Can I withdraw money from ATM using Udio RBL Bank Card?

You cannot withdraw money from ATMs using your Udio RBL Bank Card.

Who is the issuer of U-Wallet App, Wallet & Card?

U-Wallet and Card is a semi-closed loop prepaid payment instrument issued by RBL Bank. It is operated as per the prevailing RBI guidelines applicable for Prepaid Payment Instruments. Both wallet and card are co-branded with Udio.

What is the relation between TranServ, Udio and RBL Bank?

Udio is a brand name under which TranServ offers its products.

TranServ has partnered with RBL Bank to act as an Issuing entity for offering Co-branded Wallet (U-Wallet) and Card (Udio RBL Bank Card) products in India.

KYC Category

There are four categories of U-Wallet:

Pending KYC	PPI holders who have not provided details of an Officially Valid Document (OVD), such as Aadhaar Number, are classified as “Pending KYC”. Customer’s with status “Pending KYC” cannot add any funds into U-Wallet. Such customers can use the available U-Wallet balance for purchase of any products and services. Use of such balances to transfer to a bank account or to any other PPI holder is not permitted.
Minimum KYC	PPI holders who have provided details of an Officially Valid Document (OVD), such as Aadhaar Number, are classified as “Minimum KYC”. “Minimum KYC” Customers can: Maintain upto ₹10,000 balance in the Wallet Load funds upto ₹10,000 in a month Spend upto ₹10,000 in a month Can utilize the funds for purchase of goods and services.
e-KYC	PPI holders who provide their Aadhaar Number and complete the OTP based eKYC procedure i.e. verifying their Aadhaar number by completing OTP process shall be classified as “e-KYC”. Such Customers shall agree to the eKYC terms and conditions given below in this document. e-KYC Customers can Maintain upto ₹1,00,000 balance at any point in time Transact for upto ₹2,00,000 in next 12 months Utilize the funds for purchase of goods and services Transfer funds to any bank account Transfer funds to any other U-Wallet
Full KYC	PPI holders completing the full KYC process i.e. submission of Application Form, Photograph, KYC documents or Bio-metric based Aadhaar authentication, shall be classified under this category. Such Customers can: Maintain upto ₹1,00,000 balance at any point in time Increased yearly spending limits Utilize funds for purchase of goods and services Transfer funds to any bank account Transfer funds to any bank account Transfer funds to any other U-Wallet

Where can see my KYC category?

Please visit the ‘Me’ section icon at the bottom right corner of your U-Wallet Mobile App. You will see your KYC category mentioned.

How can I become a Full KYC customer?

You can drop us email at kycsupport@udio.in to understand the benefits of upgrading to Full KYC category and enroll for the same.

What are the benefits of becoming a Full KYC customer?

There are host of benefits once you become a Full KYC customer.

• You can increase your wallet balance by 10 times.
• Add more funds at one to go
• Can transfer funds to other bank account and to other wallet holders account
• Daily transactions limit increases which helps to pay all your monthly bills with ease.

What documents are required for me to become a Full KYC customer?

You need to submit following documents to our authorized representative:

1. Completed Application form with passport photograph attached and signature across the photograph.
2. Proof of Address - Copy of Aadhaar Card/Passport/Driver’s License/Voter’s ID/NREGA Card
3. Copy of PAN Card
4. In Case the address on Aadhaar Card/Passport/Driver’s License/Voter’s ID/NREGA Card is not the current address, another Address proof (Utility bill etc.)

How will I come to know once my wallet is upgraded?

Once the wallet is upgraded, you will receive a notification will be sent via Email and SMS u informing you of the same.

Loading Funds

How do I load/get money in my U-Wallet?

There are many ways you can load/get money in your wallet

• "Add Money" button lets you load your U-Wallet from your debit/credit card, or net banking.
• "Request Money/Ask a friend" button lets you request money from your friends/family on U-Wallet.
• “Deposit cash at Udio Cashpoint” – Locate the closest Udio cash point and deposit cash into your wallet. We have geotagged the Udio Cashpoints and you can access it through your U-Wallet Mobile App.
• “Udio business partner may choose to load money into your U-Wallet. Please contact your employer for the same.

How much money can be loaded into the U-Wallet?

The monthly load into your U-Wallet shall vary based on the category of your U-Wallet. U-Wallets are classified based on the level of KYC documentation provided by you. Please see the table below.

	Balance Limit	Loading limit per month	Spending limit per month	Spending limit per year
Pending KYC	Rs. 10,000	NIL	Rs. 10,000 (can only spend current balances)	Rs.10,000 (can only spend current balances)
Min KYC	Rs. 10,000	Rs. 10,000	Rs. 10,000	Rs. 1,00,000
eKYC*	Rs. 1,00,000	Rs. 1,00,000	Rs. 1,00,000	Rs. 2,00,000
Full KYC	Rs. 1,00,000	Rs. 1,00,000	Rs. 1,00,000	Rs. 6,00,000

*As per the prevailing guidelines

Is there a limit to the number of times I can load my wallet?

You can make up to 4 successful transactions per day (20 if you are Full KYC customer) and 12 transactions per week (100 if you are Full KYC customer). However, if you are loading money through credit/debit cards you can only make up to 2 successful transactions per card. After 3 consecutive failed transactions there is cooling period of 2 hours, try loading your wallet only after the cooling period. Please note that such cooling period is subject to change from time to time and without giving any prior notice.

How many banks are available for loading money on U-Wallet through Net Banking?

You can load money into your U-Wallet through Net Banking from more than 40 leading commercial banks in India. Please check Add money section on your U-Wallet Mobile app

Can I use any Credit Card/ Debit Card to load my Wallet?

We currently support loading funding using credit card, debit cards and Net banking. You will not be allowed to use the same credit/debit card to load money for more than two times in the same day.

What is Convenience fee?

Convenience Fee will be levied for facilitating online loading of funds in your U-Wallet. The fee amount will be as per the prevailing fee structure and will be displayed before you confirm loading of funds.

How much convenience fee will be levied?

Convenience fee of 1% of loading amount (subject to a minimum of Rs. 10/- and maximum of Rs.99/- per loading transaction) is levied on use of Credit Cards. For example: if you wish to add Rs. 2,000 into your U-Wallet using the credit card, a fee of Rs. 20 (1% of Rs.2,000) is added to arrive at the final amount to be charged to your credit card account. In this example, Rs. 2,020 will be charged.

Please note that Convenience fee is currently not applicable for loading funds using debit cards and netbanking.

I am unable to top up my U-Wallet. Why?

We regret the inconvenience being cause to you. There could be a few reasons for not allowing fresh funds to be loaded in your wallet.

1. Please check the status of your account. If it states “Pending KYC” - As per the revised guidelines, Customers who have not provided their Aadhaar or other KYC details, are not allowed to load funds in their wallet. Kindly login to your U-Wallet Mobile App and visit the ‘Me’ section. You will see your current KYC category mentioned and you can click on the same to update your KYC.
2. You may also face this issue if the fund loading limits for your specific KYC category are being exhausted. Please wait till 1 st of the next calendar month to load funds.
3. Verify the card or bank details for authorising the funds.

In case the problem still persists then call customer care 022-6773 7800 or write to support@dhani.com

What happens when while loading funds in U-Wallet, money is debited from my other bank card / account but is not reflecting in my U-Wallet?

We understand your concern and would like to assure you that your money is safe. If the transaction fails and amount is deducted from your other bank card or bank account but not appearing in your U-Wallet – it means that the transaction has failed while being transmitted between your bank system and Udio system. In such a case, please wait for 3-5 working days to let the money get credited in your card / bank account. You are also advised to contact your bank for expediting the process.

In case your bank confirms that the funds have been successfully transferred (settled) to Udio, please obtain the transaction reference number and provide to us so that we can trace your funds.

This process may take a couple of days but would like to assure you that we will work towards ensuring that your funds remain safe.

What is a Udio Cashpoint ?

Udio cashpoint are authorized stores that will accept cash from you and load your U-Wallet. There are over 50000+ Udio cashpoints across India.

Is there any restriction for Cash loads?

You cannot load more than INR 50,000 in a month.

Also, if you load more than INR 50,000 in a financial year, you have to submit your PAN to continue using your U- Wallet. For any more details write to support@dhani.com

How can I load money into my U-Wallet from a Udio cashpoint ?

• Select Add money from the U-Wallet app and click on Locate Cashpoint. The map will display the closest cashpoints along with their address, contact information and location details if available in your location.
• Visit any Udio cashpoint and handover the money to be loaded quoting your mobile number and wallet load.
• Once the cashpoint agent confirms, your U-Wallet will be loaded with the respective amount.

What is "Stored Cards"?

You can save debit/ credit card details of any other bank - 16-digit card number and expiry date - in a secure manner within your U-Wallet app. Once saved, you can use it to load your U-Wallet in a convenient manner at any point. You have to just enter the CVV and any additional password/OTP as required by the Bank who has issued that card. You no longer need to remember the card number and expiry date when you use the card to load your U-Wallet.

How many no. of cards we can store in U-Wallet?

You can store upto 5 cards in your U-Wallet.

Udio RBL Bank Card

What is Udio RBL Bank Card or Udio Platinum Card?

Udio RBL Bank Card refers to Udio RBL Bank RuPay Platinum Prepaid Card. It is a co-branded card issued by RBL Bank with Udio as the marketing partner. Udio RBL Bank Card is available in both Digital and Physical plastic form.

What are the Benefits of the Udio RBL Bank Card?

The Udio RBL Bank Card issued can be used at over 2 million the offline and online merchants accepting Rupay cards.

With the Udio RBL Bank Card, you do not need to carry any other forms of cash/cards in your wallet. The money on your card is only equivalent to the balance in your U-Wallet & is also reduced to that extent.

We have unique security features to protect your money. You can switch the Card ‘ON’ or ‘OFF’ from the U-Wallet Mobile App. Also in case of losing/misplacing the card, you can quickly & easily block the card on your U-Wallet Mobile App itself.

We usually run deals & offers on the Udio RBL Bank Card, and we urge our users to make best of them, you can learn more about the offers from the Udio Blog page. Please note there is no facility for cash withdrawal from ATM.

What is the Udio Digital Card?

Udio Digital card is a virtual card that is linked to your U-Wallet.

It provides you a 16 digit Card number, 4 digit expiry date and 3 digit CVV code and these details can be readily accessed from your U-Wallet Mobile App in the ‘My Udio RBL Bank Card’ section.

You can use these details, like any other credit / debit card, and use it to make payments at over 1 million online merchants accepting RuPay cards.

This Card is secured with PCI-DSS technology and provides highest level of safety for making payments.

How do I get my Udio Digital Card?

• Login to your U-Wallet Mobile App and visit ‘My Udio RBL Bank Card’ section. You will prompted to set-up your own Digital Card.
• You need to set a PIN or use your Udio password to activate your digital card. Remember your PIN or Udio password as this will be needed later to view your card details.
• Your Udio Digital Card will be generated with a 16-digit card number, expiry date and CVV once you set the PIN/Udio password to secure your card.
• To view your card details anytime, you need to enter the same PIN or your Udio password set during activation of your digital card.
• If you also have a Udio plastic card active, your plastic card and digital card details will be same. You can view your card details on the U-Wallet Mobile App as well or on the plastic card. .

How do I use my Udio Digital Card for online transactions?

Just follow these simple steps:

1. When making an online transaction, you need to select the Credit Card option.
2. On your U-Wallet app, enter your Udio password to view your Udio digital card details.
3. Enter the 16-digit card number, expiry date and CVV.
4. Some online sites may ask you the ‘Name on the card’ for which your name can be entered.
5. An OTP is generated on the app screen that you need to enter while making the online payment. You can also generate OTP by clicking on the ‘Generate OTP’ option displayed below the card image.

If your transaction goes through, your U-Wallet balance will be debited and the same will be also visible in ‘My Transactions’ section.

What is order Udio RBL Bank Card?

This unique feature offers you a Physical Card with which you can use to shop at over 2 million offline stores across India accepting Rupay cards. All you have to do is fill in a few basic details, including your address so that we can deliver the Card to you. You may need to make a payment of a nominal amount of Rs.99 from your U-Wallet to place an order for the Udio RBL Bank Card. Once you receive your card, you need to activate it from your U-Wallet app before you can start using it.

How do I Activate Physical Card?

Physical Cards are delivered to you in ‘inactive’ status in order to protect your funds. Once you receive the Physical Card, you will need to follow the simple steps to activate the card.

1. Visit "My Udio RBL Bank Card" section
2. Click on the ‘I already have a Plastic Card’ option
3. Enter the Udio RBL Bank Card number and follow instructions to set-up PIN and you are ready to use the card.

How do I use the Physical Card?

Present your Udio RBL Bank Card to the offline merchant at the time of payment. Merchant’s representative will swipe the Udio RBL Bank Card in the POS terminal available and the terminal will prompt for entering the 4 digit PIN. Please enter your PIN that you have set-up while activating the Card. The card details will be transmitted to the Udio system from the POS terminal and the authorization result will be transmitted back to the POS terminal. Upon successful authorization, the POS terminal will print the charge slip and you are advised to obtain your copy for future records.

You will also receive a confirmation message on your registered mobile number by SMS and the transaction will be reflected in the statement on your mobile app screens as well.

Note:Your Card should be in “Card On” state to conduct transactions using card.

How do I load the Udio RBL Bank Card?

The Udio RBL Bank Card is linked to your U-Wallet balance. It is just an additional tool available for you to use your balances. Anytime you think the funds are running low, you can always add money to the U-Wallet & it will be available for use with your Udio RBL Bank Card.

Where will the transactions from my card appear?

It will appear in your transaction summary. You can also download monthly transaction statement from your U- Wallet App.

Are there any limits to the transactions on the card?

You can use the card to the extent of the balance in the wallet and applicable limits for usage.

Are there any charges for Udio RBL Bank Card?

Udio Digital Card comes for free of cost. You may order a physical Udio RBL Bank Card by just paying a nominal fee of INR.99 or as communicated at the time of ordering. Please note card holders would be charged a nominal Annual Fee of Rs. 50 per annum. This Annual Fee is applicable from 2 nd year onwards.

For example: If you activate your Udio RBL Bank Card on 1 st March, the annual fee shall be levied on 1 st March of next year.

If I lose or misplace my Plastic card, how to I block it?

You are advised to block it instantly by any of the following methods:

1. Visit the ‘My Udio RBL Bank Card’ section within the U-Wallet Mobile App and block the card by clicking the icon on right hand top corner
2. Visit www.udio.in and login using your mobile number and password and block the card by choosing the appropriate option

How to block my Card if I lose my mobile Phone?

Visit www.udio.in and login using your mobile number and password and block the card by choosing the appropriate option

Please note that your card is protected by the 4-digit PIN and cannot be used in absence of it. However, you are advised to block the card. Download U-Wallet Mobile App on your new handset and you can login using your mobile number and password block the Card and then order a new Card.

What if I mistakenly block the Udio RBL Bank Card, can it be unblocked?

As per the set parameter, once the Udio RBL Bank Card is blocked, it cannot be unblocked. You have to place request for the new Udio RBL Bank Card and we will deliver it to your specified address.

 

Please note that you can create a new Digital card instantly by following simple steps in the ‘My Udio RBL Bank Card’ section. This card can be used at all online merchants accepting RuPay cards.

What if I forget my Digital / Physical Card Pin?

You can set-up a new PIN instantly through your U-Wallet Mobile App.

Visit ‘My Udio RBL Bank Card’ section, click on the icon on right hand side top corner and your will be prompted to ‘Regenerate PIN’.

A verification code will be sent your registered mobile number via SMS,. You need to enter the OTP - after which you can set-up your new PIN.

Are there any surcharges for the Fuel payments or any other merchant payments made by Udio RBL Bank Card?

There is no additional surcharge for using your Udio RBL Bank Card for payments.

As per the prevailing industry guidelines, acquiring banks levy a surcharge at merchants offering certain products / services such as fuel stations, government services, utility billers etc. This surcharge varies from 1.18% (subject to minimum Rs. 10) at fuel stations to 1.8% at utility billers or any such amount specified at the time of making the payment.

Vouchers

What are Vouchers?

Vouchers are special purpose balances credited to your U-Wallet by Udio Partners such as Merchants, corporates, your employer or Udio itself. Such vouchers can be used for your purchases at the respective Merchant outlets or at respective category of merchants using the U-Wallet App/Udio RBL Bank Card. These vouchers carry validity and has to be utilized within the validity period. There are different types of vouchers are as mentioned below and this list is subject to change and updation from time to time

Recharge Vouchers: The vouchers typically issued through Recharge Partners can be used for your pre-paid mobile phone/DTH or Broadband recharges through U-Wallet App.

Gift Vouchers: These vouchers are issued by popular brands such as Amazon, Flipkart, Big Bazaar and which you can instantly purchase from your U-Wallet Mobile App. You can discover awesome offers and get great discounts with your U-Wallet for your favourite hangouts and explore new offers.

Meal Vouchers: These vouchers can be utilised at any of the Hotels & Restaurants/Eating places or at Supermarkets by swiping your Udio RBL Bank Card when you make a purchase. Please note that such funds are not permitted to purchase products apart from food or groceries. Restaurants classified under Bars & Drinking places are excluded.

Fuel voucher: These vouchers can be utilised at any of the merchants identified as Fuel Service stations by swiping your Udio RBL Bank Card when you make a fuel payment. Any additional surcharge and service tax, if applicable, will be deducted from your wallet balances.

Udio Treats: Udio treats is a special voucher issued by Udio Business partners or Udio that can be used anywhere across the Udio environment for accessing the Udio services including card transactions, recharges/bill payments, gifting or payment to merchants or any additional feature made available from time to time. They are treated similar to your Wallet cash balance but cannot be transferred to other wallets/bank account or sent to other mobile numbers as part of send/request money feature and split bills.

You Total U-Wallet balance is a sum of Cash Wallet and Voucher balances. For eg. If you have ₹.100 in your U- Wallet and ₹,50 Meal voucher and ₹.100 Medical voucher, your Wallet Cash will be ₹.250. You can transfer your Cash Wallet Balance to your bank account. But Voucher Balances cannot be transferred. They can only be deducted from your Voucher Balance when you pay at the respective merchant outlets.

What happens when a voucher expires?

When a voucher expires, you will no longer be able to use the voucher amount at the supporting merchant outlets. The amount in the voucher will be removed from your Voucher Balance and the voucher can no longer be used.

How can I use vouchers?

In case of branded Gift Vouchers (e.g. Amazon), voucher codes will be sent to you on your mobile phone by SMS and the same can be used at the time of purchasing goods / services from the respective merchant. Select "vouchers" at the time of making the payment.

How can I use Meal, Fuel Vouchers or Udio Treats?

You can use the balances either by using your Udio RBL Bank Card or by using the ‘Scan & Pay’ facility in your U-Wallet Mobile App

Can I transfer wallet balance to voucher balance and vice versa?

No. Voucher balances cannot be transferred to Cash Balances. However, you can use Cash balances to purchase branded Gift Vouchers.

Voucher Balance can neither be transferred to Cash Balance nor to any your bank a/c's. Cash Balance can be transferred to a bank a/c.

How much cash balance can a wallet hold at a time?

The balance a wallet can hold depends upon the KYC category of the customer. Please check your mobile app or contact our customer service. If you wish to increase the wallet balance limit, then for more details please write to kycsupport@udio.in.

How can I send a gift though U-Wallet App?

• Login to your U-Wallet Mobile App
• Visit the ‘Send a Gift’ section and you can select from a range of branded Gift Vouchers or select ‘Mobile Data’ to gift a talktime.
• To send an e-gift voucher, select your choice of voucher and send it to your contact.

What is an e-Gift Voucher?

An e-Gift voucher allows you to send e-gift vouchers of popular brands to your friends or family members or even to yourself. Select a voucher type and then choose the voucher amount and quantity. Specify a contact number to send and select ‘Gift Now’. Your e-gift voucher will be sent to your selected contact via SMS and the equivalent amount will be debited from your U-Wallet balance.

How can a receiver redeem an e-gift voucher?

Typically, the receiver would have a voucher code by SMS which can be used at the time of online purchase to get a benefit equivalent to the gift amount. Please check the specific information regarding How & Where to use, Description and Terms & Conditions sections of the specific e-gift voucher for more details redeeming an e-gift voucher.

What happens if the e-gift voucher is not redeemed?

The e-gift voucher receiver can redeem your gift any time before the voucher expiry date. If he/she does not redeem your gift online before the voucher expiry date, the voucher will expire and cannot be used any further.

Will I get a refund for an unused e-gift voucher?

You will not be able to get a refund or cashback into your U-Wallet for a voucher. Please check the terms and conditions and how to use section for each voucher regarding usage instructions.

What is Data Gifting?

You can gift any of the available pre-paid mobile data plans to your friends. The amount equivalent to the cost of the selected data plan will be deducted from your wallet balance. Your contact will get a data recharge for the specified amount/data when you send a successful data gift.

What are Udio Treats?

Udio treats is a special voucher issued by partner merchants/corporates or Udio that can be used anywhere across the Udio environment for accessing the Udio services including card transactions, recharges/bill payments, gifting or payment to merchants or any additional feature made available from time to time. They are treated similar to your wallet cash balance but cannot be transferred to other wallets/bank account or sent to other mobile numbers as part of send/request money feature and split bills

Fund Transfer to Bank account

How can I transfer money from my U-Wallet to my bank a/c?

This facility is available for e-KYC and Full KYC customers only. U-Wallet allows you the flexibility to transfer money from your U-Wallet to a bank account of your choice. You can transfer money from your U-Wallet to your bank account by adding your bank account details to within the U-Wallet and giving an instruction to transfer money from the slide menu on the app. Please ensure that the money can be transferred to your bank a/c as per NEFT timelines. Any transaction done after NEFT cut-off time (5pm on working days), will be processed only on the next working day.

How much money can I transfer to bank at a time?

You can transfer a maximum of Rs 25,000 per day and Rs. 50,000 per beneficiary per month. This is applicable for both eKYC and Full KYC customers.

Are there any charges for sending money to the bank?

Yes, we levy a nominal fee for this facility. U-Wallet users on availing this facility will be charged a per transaction fee of 2.75% of the total amount or Rs.10, whichever is higher. This fee is subject to change and you are requested to check the prevailing charges as displayed on the U-Wallet Mobile App at the time of authorizing the transfer.

What happens if there is an error in the bank account number?

In case you have entered an invalid bank account number, the transfer will fail and the amount shall be refunded to your U-Wallet within 2-3 working days.

However, in case you typed in an account number that is valid, but belongs to an unknown person's bank account, the funds will be credited to that account. Then we would not be able to request for getting it refunded. Hence, it is recommended to always verify the account details before transferring the money via U-Wallet.

Recharge and Bill Payments

How do I do a Prepaid mobile recharge/Postpaid bill payment?

Login to your U-Wallet Mobile AppVisit the ‘Recharge and Bill Payments’ section. 1. For Prepaid recharge, simply enter your prepaid mobile number, select the operator and select the recharge plan and authorize the payment.

2. For Postpaid bill payment, simply enter your postpaid mobile number, select the operator, enter the amount and authorize the payment.

How will I get to know whether my recharge transaction has been successful?

Once your mobile recharge transaction is processed successfully, the message will appear on your U-Wallet Mobile App screen. You will also receive a confirmation by way of an SMS and Email. This will be followed by an SMS from your mobile network operator, which might take a few minutes.

My recharge or bill payment appears “In Process/Queued/Pending”. What does this mean?

This means your payment for recharge or bill payment was successfully submitted by Udio. However, your mobile network operator is yet to confirm successful processing of this payment. Once we receive updates for order status we shall also send you final status via email and SMS.

How can I confirm if the bill paid has been successfully credited to my Postpaid account?

Generally, it takes up to 24 business hours for receiving a postpaid bill confirmation. In case, you do not get confirmation in 24 hours, please contact the operator or you can write to us at support@dhani.com with details.

What if my Prepaid mobile recharge/Postpaid bill payment fails? How do I receive such refunds? What are the possible reasons for failure?

We understand your concern and would like to assure you that your money is safe.

Your recharge could fail due to multiple reasons:

• There was a delay in responding from the mobile network operator's end
• The prepaid recharge plan selected by you is currently not available
• There might be a connectivity issue due to which the recharge transaction processing could not get completed.
• In case of a failure, Funds will be credited back to the source account – either U-Wallet Account or your other bank card / account

Is there any minimum amount and maximum for doing a prepaid recharge/postpaid bill payment?

Yes. There is a minimum amount of Rs 10 while the maximum amount is Rs. 10,000.

What if the recharge process takes too long to process the request?

It is possible to face such an issue in case of network connectivity issues. Please wait until the transaction is completed. Do not quit or leave the screen or do not go back to the screen.

Can I use the web login to perform prepaid recharge and postpaid bill payment?

No. Currently, this feature is only available on our app.

I have changed my mobile operator, but retained by mobile number. Will my operator id be auto-populated?

There is a possibility that information regarding your changed operator has not been updated. In such cases, please select the correct operator and proceed.

Can I use my wallet and any of my cards or netbanking to make payment?

In case your wallet does not have sufficient funds to make payment, you will have to load your wallet with adequate balance before you can make the payment.

Is there any restriction on the number of transactions?

As of now, a maximum of 5 successful transactions are allowed per day. This is inclusive of DTH, Datacard recharges, Electricity, Gas, Landline &Broadband bill payments. These limits are subject to change from time to time.

Can I recharge/pay mobile bill multiple times for the same mobile number?

Yes. You can do multiple recharges/bill payments for the same mobile number via U-Wallet app. However, please wait for a minimum of 20 minutes before you repeat a recharge/bill payment for the same number.

What if my bill payment fails? What are the possible reasons for failure? How do I receive such refunds?

Your bill payment could fail due to multiple reasons

• There was a delay from the service provider’s end
• The customer account number or user ID entered is invalid.
• There might be a connectivity issue due to which the payment did not go through.
• In case of failures, do not worry. The money will be credited back to source.
• In case of refunds to wallets, refund will be available within 24-48 hrs in your U-Wallet account.

Is there any minimum and maximum amount limit for doing a bill payment?

Yes. There is a minimum amount of Rs 10 while the maximum amount is Rs. 10,000 for making bill payments via U- Wallet app.

Is there any restriction on the number of transactions?

As of now, a maximum of 5 successful transactions are allowed per day. This is inclusive of all recharges, Gas, Electricity, Landline & Broadband bill payments.

What if the bill payment process takes too long to process the request?

It is possible to face such an issue in case of network connectivity issues. Please wait until the transaction is completed. Do not quit or leave the screen until the transaction goes through.

Can I use the web login to perform a bill payment?

No. Currently, this feature is only available on our app.

Which landline bills can I pay through U-Wallet?

You can pay Airtel Landline and MTNL Delhi bills on U-Wallet app. Please visit the ‘Recharge and Bill Payments’ section on our U-Wallet Mobile App for updated list of billers.

What are the Gas bills that I can pay through U-Wallet?

You can pay your Indrapratha Gas limited and Mahanagar Gas limited bills on U-Wallet app. Please visit the ‘Recharge and Bill Payments’ section on our U-Wallet Mobile App for updated list of billers.

How do I do a DTH recharge or a Datacard recharge?

• Click on your U-Wallet App
• Select the Recharge and Pay Bill Payment  option
• For DTH recharge, select the DTH option, select the DTH operator, enter your consumer id of the operator selected, select the recharge plan and make payment. For Datacard recharges, enter the Data Card Number, select operator, select the recharge plan and make payment.

What are the prepaid and postpaid Data card bills that I can pay through Udio?

Using U-Wallet app you can pay Data card bills for prepaid and postpaid for the following operators: MTS Blaze, MTS MBrowse, Reliance Netconnect+, Tata Indicom, Tata Photon Plus, Tata Photon Whiz. Please visit the ‘Recharge and Bill Payments’ section on our U-Wallet Mobile App for updated list of billers.

What if my DTH or DataCard recharge fails? What are the possible reasons for failure? How do I receive such refunds?

Your recharge could fail due to multiple reasons

• There was a delay from the operator's end
• The plan selected is currently not available
• There might be a connectivity issue due to which the recharge did not go through
• In case of failures, do not worry. The money will be credited back to source.
• In case of refunds to wallets, refund will be available immediately.

Is there any minimum amount and maximum for doing a DTH recharge?

Yes. There is a minimum amount of Rs 10 while the maximum amount is Rs. 10,000 for all category of customers.

What if the recharge process takes too long to process the request?

It is possible to face such an issue in case of network connectivity issues. Please wait until the transaction is completed. Do not quit or leave the screen or do not go back to the screen.

Can I use the web login to perform DTH or Datacard recharge?

No. Currently, this feature is only available on our app.

Is there any restriction on the number of transactions?

As of now, a maximum of 5 successful transactions are allowed per day. This is inclusive of Prepaid/Post recharges and DTH& Datacard recharges, Gas, Electricity, Landline & Broadband bill payments.

Can I recharge for the same consumer number?

Yes. You can do multiple recharges for the same consumer id/number via U-Wallet. However, please wait for a minimum of 20 minutes before you repeat a recharge for the same id/number.

How do I make a bill payment for Electricity, Gas, Landline or Broadband bills?

You can use your U-Wallet to pay for Electricity, Gas, Landline or Broadband bills of specific providers.

• Select on your U-Wallet App.
• Click the Recharge and Pay Bill Payment
• For Electricity bill, select the service provider if available, enter your customer account number and bill amount and make payment
• For Gas bill, select the service provider and customer account number and bill amount and make the payment
• For Landline bill, select the service provider, enter your telephone number and bill amount and make payment
• For Broadband bill, select the service provider, enter your User ID, bill amount and make payment.

What if the Recharge transaction is not successful and the money is debited from the account?

In case of failures, please do not worry. The refund is usually processed within 24 to 48 working hrs back to your U-Wallet

Send and Request Money

What is "Send Money"?

You can use this facility to send money to your friends & family. Doesn't matter whether the person has a U-Wallet or not. If the person you have sent money to is a U-Wallet user then the money will be credited to his/her U- Wallet. Else, he/she will get an SMS to download the U-Wallet App and once he downloads and completes registration for U-Wallet, the money will get credited to his/her U-Wallet. This facility is currently available only for e-KYC and Full KYC Customers.

How do I send money?

• Login to your U-Wallet App
• Click on Collect & Send Money  option from the list
• Select your contact, enter the amount. Put in a text message describing the payment
• Now, click on ‘Send Money’and you are off to make somebody's day!
• The recipient will receive an SMS intimation that you have sent him/her money.

What if the person I am sending money to doesn't have a U-Wallet?

If he/she is not a U-Wallet user, he/she will need to download the app and then register to claim funds. The funds will held for a period of 3 days and in case the other person does not complete registration within this specified perios, the funds will be credited back to your U-Wallet.

When will the person get the money?

Money will get credited almost instantly to the recipient’s U-Wallet. The recipient will receive a SMS/email about the money sent immediately once you hit the "Send Money" button.

What is the limit to the transactions that I can do?

You can send a maximum of Rs. 5000 per transaction upto Rs. 10,000 in a month. This is applicable for both eKYC and full KYC category customers.

What if I sent money to the wrong person?

Once the money is sent to the wrong number, there is no way to get the money back unless you help obtain the specific consent from that person to return money to you. Hence it is recommended to always verify the mobile number before sending the money.

What if the money sent has not reached its desired destination?

In this case please check the details you have entered are correct or not. Also check with the recipient if he/she has completed the process of registering for U-Wallet. If the details are correct and the recipient is a U-Wallet customer, please write to support@dhani.com and we will do investigate the matter. Please be assured that your funds are in safe hands.

Can I send money to any international number?

U-Wallet service is currently available only to Indian residents holding an Indian mobile number.

What if the person I send money to doesn't claim the money?

This happens either if the person does not have a valid U-Wallet or if the recipient has exhausted their balance / loading limits. If the recipient does not claim money sent within 3 days, the money will be returned to the sender's U-Wallet Balance at the end of the 3 days.

Will I be charged to send money to another U-Wallet customer?

No, it's absolutely free.

Can I send money using credit card?

No, one can't use credit card to send money directly. However, the card can be used to load the wallet and the wallet balance can be used to send money.

What is "Request Money"?

You can use Request money’ feature on your U-Wallet to request for cash from your friends or family members or any individual. If the person you have requested money from is a U-Wallet user and has updated to eKYC or full-KYC category, then he/she just needs to login to the U-Wallet and give an instruction to send money to you. If the receiver is not a U-Wallet user, then that person needs to download & register with U-Wallet app before sending you money via U-Wallet.

How do I Request Money?

• Click on your U-Wallet App
• Select Collect & Send Money  option from the list
• Select the person from your contacts list or manually type a mobile number of the person you wish to request money from. Enter the amount. Put in a text message (optional)
• Now, click on “Collect Money” button and send a Cash request to your friend/family

What if the person I am requesting from doesn't have a U-Wallet?

If he/she is not a U-Wallet user, he/she will need to download the app post receiving a SMS/ Email about your request. He /She will need to register, complete KYC updation to either eKYC or full-KYC category, load money into his wallet using Credit/Debit cards or Netbanking and then send money to you. Funds sent will be instantly credited to your U-Wallet.

How much money can you request at a time?

You can request max 5000 at a time and maximum Rs. 10,000 in a month. These limits are applicable for all types of KYC category.

Will I be charged for requesting money or at the time the sent money gets credited to my wallet?

No, it is absolutely free as of now to request money via U-Wallet.

What is Split Bills?

Split bills allows you to share any restaurant, coffee or rent bills with your friends and contacts. Your contacts will get a pay request from you and will be able to pay you back using U-Wallet App. If they do not have the U-Wallet App, they will get an SMS to ‘download the app. Once they download the app and register, they will be able to pay you back.

Customer Service

I have lost my mobile and want to block my account. How do I do that?

We understand your concern and your account is safe. Please call us at 022-6773 7800 or write to us at support@dhani.com to request for blocking the account. Do not share your Mobile number and login password with anyone.

What should I do in case I have come across unauthorised use of U-Wallet Account or Udio RBL Bank Card? ?

Please call us at 022-6773 7800 or write to us at support@dhani.com and provide all the details. We understand your concern and will make all the possible efforts to avoid any financial loss to you.

Can I use a combination of my wallet balance and any of my other bank cards/net banking to make a single payment to a merchant?

No. In case your wallet does not have sufficient funds in your U-Wallet to make a payment, you will have to first load your wallet with adequate funds using other bank cards/net banking before you can make that payment via your U-Wallet.

What does PCI-DSS compliant mean?

Udio Offers a highest level of security for your money and payment transactions.

Your Card holder information is protected when it is stored and actual details are stored in an encrypted format using PCI DSS standards – which is an industry wide standard for risk management Any transaction involving your card is carried out across a secure network with proper validation only after OTP verification & secondary level authentication by Rupay PaySecure. All your card information is stored on secure servers protected by firewalls which are regularly monitored.

What does “RuPay PaySecure” mean?

“Rupay PaySecure” is an additional layer of security provided by Rupay to secure all online transactions.  You need to use an OTP to authenticate a transaction in addition to the card number & CVV combination when carrying out any card based transaction at an online merchant. This OTP can be generated through the U-Wallet Mobile App instantly.

How safe is it to store one's card details?

Udio offers you 100% secure and bank certified payment service. Your card details are stored using a technology called tokenization where the details are stored in the form of tokens in our PCI-DSS Level 1 compliant payment vault.

What does Source Account mean?

Source account is the original account from where the money was loaded into your U-Wallet. In case of any load failures, your money will be credited back to the same account (source) from where it was loaded.

What is My Balance?

My Balance displays the total money available in your U-Wallet which you can use to make payments. Your U- Wallet balance in the sum of your Cash Balance and Voucher Balance. Please note: vouchers are specific purpose balances credited by merchants or your employers or Udio Business Partners or by Udio itself which you can redeem while making a payment at that particular merchant or specific category of merchants My Balance is the cumulative of cash plus vouchers balance of your U-Wallet.

How do I change/load my Profile picture?

Go to your "User Profile" and click on the profile picture. Take a picture with your camera or choose from your gallery & upload it.

How much does it cost to use U-Wallet services?

You would be charged nominal fee of Rs. 796 p.a. and levied on quarterly basis for Account Management. This fees shall be charged if you do not transact using the U-Wallet for an amount of Rs. 199 or more in the quarter. This fee shall be applicable from 2nd quarter onwards.

For example: if you register for U-Wallet on 1st March, you would not be charged any fee till 31st May. Rs. 199 shall get levied quarterly from 1st June.

What will happen if I have less balance in my wallet for levying fees

If your wallet doesn’t have funds equivalent to the fee payable by you, any amount available in shall be deducted for fees, the remaining fee shall be deducted from any subsequent loads or credits into your wallet.

In what countries U-Wallet App is available?

Currently the U-Wallet is only available in India for Indian citizens

I forgot my U-Wallet App password, how do I change it?

To change your password, you need to go to the Sign in page on the app and enter your registered mobile number/email address. Once done, you’ll see a Forgot Password link. Just click on it and we’ll send you the password reset details on your registered email address. The app keeps you signed in for a period of 30 days and will get logged out in case you do not login during such a period.

What do I do in case I want to close my wallet?

Though we would want you to continue using the wallet, please write to us at support@dhani.com to close the account.

What happens to the balance in my wallet when I choose to close my wallet?

You may choose to spend the balance and then inform us to close the wallet. Else, be rest assured, your available balance shall be transferred to your bank account after completing the KYC requirements. Please write to us at support@dhani.com with your details.

Can I re-register for U-Wallet after closing the wallet?

No. We don’t allow registration from the same mobile number after closing the U-Wallet.

What is the dispute handling policy?

Please refer to U-Wallet Terms and Conditions

What is a chargeback?

If you use your Udio RBL Bank Card for payment to an online or offline merchant, and in case you would like to dispute the transaction due to non-receipt of products / services as per promise OR merchant declining transaction processing – you can submit the dispute to Support team and we will assist you in getting a refund. Chargebacks can be raised for up to 90 days from the date of transaction.

How is chargeback different from a refund?

Refunds are initiated by the merchants in cases where they are unable to deliver the product or service. If in case you are not able to deliver the product/service to your customer, you may write to support@dhani.com with the transaction reference number and the Support Team will get in touch with you.

What is "Transaction Summary"?

"Transaction Summary" gives you a summary of all the past transactions for your U-Wallet.

In case I want to see only "Send Money" based transactions that were done over a period of say 2 months from my U-Wallet, how can I get the records?

You can go to "Transaction Summary", and extract past transaction details for the required period by selecting the start and end dates and selecting View Report

Can I get a statement?

You can filter for a particular date range and type of transaction to view a report of all your transactions. This report can be sent to registered E-mail ID as well.

On what phones U-Wallet App is available?

Currently, U-Wallet App is available in Android supported phones with Android 4.0 (Ice cream Sandwich) and above and on iPhones on versions with iOS 8.0 and above. This is subject to change from time to time.

Is there a way to get in touch with U-Wallet customer care?

You can write to us at support@dhani.com OR call at 022-6773 7800

What if I am unable to connect to the customer care no.?

Please ensure that you are calling from your registered mobile number. If still you are unable to connect, then please send your queries to support@dhani.com or you can even reach us on Facebook, Twitter. Your queries are important for us and we will aim to revert to you as soon as we can.

I have a couple of feedback for U-Wallet. Who and How do I need to convey them to?

We love to hear from you so do not hesitate to write to us at support@dhani.com. Your feedback and ideas help us grow and gives a chance to offer you more.

Makemywish Loans

How should I avail a loan?

Availing a loan via U-Wallet is extremely easy.

1. Just Login to your U-Wallet Mobile App and complete the application process including KYC updation and consent for conducting a credit assessment.
2. You will get an instant sanction, subject to credit assessment, for an amount up to Rs. 1,00,000
3. Choose your loan preference and submit your application through the U-Wallet App along with a scanned copy of your documents and photograph

Within 24 hours, you will receive the final approval and the loan amount will be credited directly to your U-Wallet.

However, this facility is currently not available.

Who is providing the loan for me?

The personal loan is provided by our lending partner VISU LEASING AND FINANCE PRIVATE LIMITED (operating under the brand InCred™) which is a leading Non-Banking Financial Company. Udio is the marketing partner and is facilitating the transaction between U-Wallet customer and the lending partner.

How long does it take to approve the loan?

The loan sanction is provided instantly. Once you have uploaded your documents, the final approval and disbursement takes around 24-72 hour. But once you have an approval in place, you can draw down any amount up to the sanction amount on an instant basis.

Where can I use the loan amount?

The loan amount is credited to your U-Wallet balances. You can use your balances via the Udio RBL Bank Card to spend at over 2 million merchants accepting a RuPay cards online and/or offline. You can also use the amount in your U-Wallet to, recharge/pay bills, scan & pay via BharatQR or purchase gift vouchers of popular brands such as Amazon, Flipkart, Bigbazaar etc. There is also a facility to transfer the loan amount into your bank account (Rs. 50,000 monthly limit and Rs. 25,000 daily limit).

I don’t have a Udio RBL Bank Card, what do I do to get one?

At Udio, we take pride in being a customer first and friendly organization.

You can generate a Udio Digital Card instantly on your U-Wallet Mobile App and its absolutely free!

You can also order for a physical Udio RBL Bank Card and, we will arrange to send it to the address mentioned by you while applying for loan. You will be charged a nominal fee of Rs. 99/- for the Udio physical Card.

Who is eligible for a personal loan?

Any person between 21 and 60 years of age will be eligible for a loan. We are currently offering loans to residents of Delhi NCR, Bangalore, Mumbai MMR, Pune, Chennai Surat, Baroda, Ahmedabad and will expand to other cities soon.

How much money am I eligible for?

The loan amount eligibility would be dependent on your credit score. Any person would be eligible for a maximum loan of upto Rs.1 lakh.

What happens once I submit my application on U-Wallet?

After the application is submitted, the lending partner conducts a review and once successful, the loan amount is credited to your U-Wallet. In the unfortunate case of any mismatch in data, our representative might get in touch with you. In some remote cases, loans are also declined for multiple security reasons. However, you are welcome to retry for a loan after 60 days from your application date.

Why am I asked for my Aadhaar number?

The Aadhaar number is needed to fetch your CIBIL score. CIBIL score is a measure of your credit score basis which your loan eligibility is calculated. 1 secret tip to increase your credit score is to avail the loan and pay the dues on or before time

What are the fees and charges payable for the loan availed?

Interest rates and other charges on loans are displayed at the time of you applying for the loan.

You may also be charged Broken Period Interest for shall be applied for the period between the date of disbursal and the EMI start date. There is a flat Rs. 750/- charge for cancelling/foreclosing a draw down amount.

Both the above-mentioned charges are deducted from the loan amount while disbursement of the loan. Fees once paid cannot be reversed. However, keep an eye out for other interesting offers through you could save money when you use your Udio RBL Bank Card and app.

How do I repay my loan?

You choose the tenure for repayment of your loan while applying for the loan. Your loan amount along with the interest payable is divided into equated monthly instalments (EMI). We will be sending you SMS with a payment link before the due date to pay your EMI. You can make the payment using your debit card, net banking or U- Wallet balances. We will remind you about the pending payment to ensure you pay on time

What if I don’t make the EMI payment on time?

Please note that it is necessary for you to make EMI payments in timely basis. In case of any default in making the EMI payment, representatives from the lending partner may contact you and your other references. Any such default is also reported to the Credit Bureau and we urge you to avoid any such defaults.

Is there any penalty for late payment?

Delayed Interest charge of 3% per month of the EMI overdue amount will be levied for number of days EMI payment is delayed.