FAQs

I'M A MERCHANT

SMART DEVICES

​1. How can a staff log in to the Smart POS using his/her account?
After being added as a staff account, the staff should sign up to the merchant portal and set a password, and then he/she can log in to the Smart POS using his/her account and password.​

2. Who can apply for Smart Devices?

‍All the merchants with a physical location can apply for Smart Devices.​

3. How do I apply for Smart Devices?
Sign in to merchant portal and apply for Smart Devices by providing your store name, store location, store entrance photo, and cashier desk photo, as well as the requested device type and quantity.

4. How long does it take to receive Smart Devices? How to track application progress?
It takes 1-3 business days for the merchants to receive Smart Devices upon application approval. Sign in to PayBy Merchant Portal on your computer, and check the application status by clicking [Products] - [Device] [Application Result]; or sign in via mobile phone, and tap [Device] [Apply for Device] [Application Results].

5. How can I return Smart Devices?
Sign in to PayBy Merchant Portal and click [Products] - [Device], select the device you dont use and click [Return Device].

6. Will I be charged for Smart Devices?
(Last updated on 11 Aug. 2022) Each application for Smart Devices will be evaluated. Please contact bd@payby.com for more details.


REGISTRATION​

1. Which countries/regions are supported by PayBy?
For now, we only support businesses in UAE.

2. What if the country/region where I'm located is not supported?
Please send your request to merchant@payby.com, and we will get in touch with you.

​3. Where can I register as a merchant of PayBy?
Go to b.payby.com, sign up with your mobile number and application.

​4. Whats PayBy commercial model?
We sign an agreement directly with merchants. The fund settlement is between PayBy and merchants.

5. What are the qualification requirements for PayBy merchants?
The qualification requirements for merchants are business name, commercial activities, Commercial License, the owners ID card/passport, contact name, contact mobile number and contact e-mail.

​6. How can I modify the contact information?
Please send your merchant ID, the original contact information (email, mobile phone, etc.), and new contact to merchant@payby.com to modify the information.

7. How long is the approval process, and where can I track the status?
We will review and approve your application within 1-3 business days after submission. We will notify you via SMS. You can also track the application progress on merchant portal. Use the mobile number upon registration.

​8. How does a merchant add channel partners?
PayBy does not support adding channel partners for now. The function is coming soon.​

9. How can I modify merchant information?
PayBy does not support modifying the merchant name. If you want to register as a different merchant, please apply for a new merchant ID.

10. Where can I see my agreement with PayBy?
Before applying for a PayBy merchant accountBefore applying, you can find the agreement on the merchant application page, click [PayBy Merchant Agreement] to read and download the agreement.After being approved as a PayBy merchantAfter being approved, sign in to PayBy Merchant Portal, go to [Settings] - [Agreements] and you can view and download the agreements. For each product applied, you will have an separate agreement.

​11. How does a merchant activate PayBy service for sub-merchants?
If you want to activate sub-merchants, please contact merchant@payby.com for help.

​12. Sign up
How to sign up as a PayBy merchant?1. Go to b.payby.com, enter your mobile number, click [SEND] to send a 6-digit OTP to the mobile number. Enter the OTP and click [SIGN IN / SIGN UP]. If it's your first time signing in, you will have to set a payment password. (The password is used to sign in, refund, etc.)2. Fill in the merchant information, upload the documents and click [CREATE].3. After submitting, it will take PayBy 1-3 working days to review the application. Then you will receive an SMS of the review result. Meanwhile, our BD team will contact you about your requirement for the products and discuss the MDR.​


SETTLEMENT

1. Can I settle the funds into a non-UAE bank account?
For AED settlement, you can only settle funds into a UAE bank account for now. The IBAN of your added bank account should start with the country code "AE".For USD settlement, you can settle to a USD bank account of a non-UAE bank.

2. How can I track the statement and history?
Sign in to PayBy Merchant Portal to check the settlement data, settlement amount and the actual amount you have received.​

3. When will the daily automatic settlement be submitted?
It will be submitted to the system every day within 1 hour after the cut-off time, which you can set in [Accounts][Settlement].

​4. Can I modify the settlement cycle?
The settlement cycle is T+2. Contact our team at merchant@payby.com for other requirements.

5. Can I modify the information on the tax invoice?
You can edit the address (e.g. add P.O. Box No.) and TRN:Edit address from [Management] - [Merchant Management] - [EDIT]. Edit TRN from [Management] - [Merchant Management] - [Edit TRN] and it will be reviewed by PayBy team within 1-3 working days.After that, go to [Management] - [Tax Invoice], click the pen icon to confirm the information, and the tax invoice will be updated.If you have question with the amount, please contact merchant@payby.com.​

6. Settlement fee
(Last updated on 18 Sep. 2021)Is there a fee to settle funds to my bank account?If you settle/withdraw to your UAE bank account, no fees will be charged.But if you settle/withdraw to your USD bank account, there is a fee of AED 150 + VAT per time.

7. Automatic settlement
(Last updated on 4 Nov. 2021)How to set automatic settlement? Sign in to PayBy Merchant Portal and set up the automatic settlement in [Settings] - [Settlement]. As a result, the transactions of the previous day will be settled to your added bank account automatically.Go to [Home] - [SETTLEMENT]Click to turn on Automatic Settle:If you haven't added a bank account, add a bank account first.
- Auto-Settlement Currency: Select the settlement currency. If you select AED, the funds will be settled to your added AED bank account. If you select USD, the funds will be settled to your added USD bank account.
- Cut-off time: The daily statement starts at the cut-off time. Changing it will affect the automatic settlement time and daily statement period. Usually the automatic settlement will be submitted shortly after the cut-off time.E.g. If you set it at 23:00, the reconciliation period is from 23:00 to 22:59:59 from the next day, and the settlement amount will be transferred to the bank account shortly after 23:00.
- Daily Reserve Amount: After a settlement, all the balance in your account will be transferred to the bank account.If you want to keep some balance for refunds or other purposes, you can set daily reserve amount.Enter the password and click [SUBMIT].
When will the daily automatic settlement be submitted?It will be submitted to the system every day shortly after the cut-off time (normally within 1 hour), which you can set according to the above process.​


8. Minimum settlement amount

(Last updated on 12 Jan. 2022)There is a slight difference between the minimum settlement amount of manual withdrawal and automatic settlement.AED Settlement1. Manual withdrawal: AED 100 to AED bank account2. Automatic settlement: AED 0 to AED bank accountUSD SettlementFor USD settlement, please contact bd@merchant to negotiate the minimum settlement amount.​

9. Settlement currency
(Last updated on 12 Jan. 2022)Which settlement currencies does PayBy support? We support AED and USD for now. More currencies will be supported soon. How to settle in USD?Please contact bd@payby.com to apply for USD settlement.

​10. Settlement cycle
(Last updated on 16 Jun. 2022)What is the settlement cycle?Settlement to PayBy accountBy default, transactions are funded by PayBy to your Merchant Account's balance in real-time.Settlement to a bank accountEvery day PayBy will settle the funds to your bank account after the cut-off time (00:00 by default) automatically. Besides, you can also manually withdraw funds on PayBy Merchant Portal. Either way, the settlement cycle is T+0.Bank working hoursMon. Sat. 8:30-17:00For automatic settlement, from Sunday to Friday, you will receive the funds of the day in your bank account on the following day. The payment you collect on Saturday will be settled to your bank account on the following Monday.For manual withdrawal, every day from Mon. to Sat., if the withdrawal request is submitted during or before the working hours, it will be settled to the bank account on the same day. After the working hour, it will be settled to the bank account on the following day. If the request is submitted on Sunday, then it will be settled to the bank account on Monday.e.g.If a merchant collects a payment on Friday, the payment will be settled to the PayBy merchant account in real-time, on Saturday morning, the settlement request will be submitted to the bank and the merchant will receive the funds in the bank account on Saturday.If a merchant collects a payment on Saturday, the payment will be settled to the PayBy merchant account in real-time, on Sunday morning, the settlement request will be submitted to the bank, but Sunday is not the working day, the bank will process it on the following Monday and the merchant will receive the funds in the bank account on the following Monday.

11. Tax invoice
(Last updated on 18 Sep. 2021)What is PayBy tax invoice?PayBy tax invoice is a tax certificate of the service fee you have paid to PayBy, it's automatically generated on monthly basis. If the service fee amount of the month is 0, the tax invoice will not be generated.Please note that you don't need to pay the tax invoice.How can I download my tax invoice?Go to [Settings] - [Tax Invoices]Click the "download icon"Click [Confirm] to view and download the tax invoice.Click "here" to modify the TRN if needed.A tax invoice example is showed as below:Can I modify the information on the tax invoice?You can modify the TRN and Business Address if needed.If you have questions about the amount, please contact merchant@payby.com.How to modify the TRN?Go to [Settings] - [Basic Information]Click Edit TRNClick the upload icon to upload your Tax Registration Certificate which shows your TRN.Enter your TRN and then click [Submit].It will be reviewed by the PayBy team within 1-3 business days.After your application is approved, go to the Tax Invoice page, click the pen icon to confirm the information, and the tax invoice will be updated.How to modify the business address?Go to [Settings] - [Basic Information]Click [EDIT]Select and fill in the correct address, click [SUBMIT], the address information will be modifiedGo to the Tax Invoice page, click the pen icon to confirm the information, and the tax invoice will be updated.​


REFUND

​1. Where can merchants initiate refund requests?
The merchants can initiate refund requests and check the real-time status through API or by logging in to merchant portal. Please note if you want to refund for the order created on Smart POS, you can also find refund function and initiate request on Smart POS.​

2. How to authorize a refund?
After a refund is initiated, it needs to be authorized by the admin or financial account.A financial account cannot authorize a refund initiated by himself/herself, it needs to be authorized by the admin or another financial account.Go to [Management] - [Authorization] - [My Authorization] to authorize a refund.

3. Whats response after a refund request is initiated?
Please refer to the API Documentation on merchant portal.

​4. What are the common reasons for a failed refund?
Merchant account has insufficient balance. Initiate the refund request again after the account balance is greater than or equal to the refund amount on the same day. The refund amount requested is greater than the refundable amount of the order. In this case, please check the refund amount and try again.

5. What should I do if I fail to receive a refund result after performing a refund operation?
First of all, before you get the result of refund successful, do not refund the money to the user in cash or by other means, because PayBy may have accepted your request. Secondly, it is recommended that the cashier checks the status of the refund request based on the order No.​


6. How to view refund history?

(Last updated on 10 Sep. 2021)1. View from the original orderGo to [Transaction] - [Fiat], find the original order, click [View]Click [Refund History]2. View from RefundsGo to [Transaction] - [Fiat] - [Refunds], find the refund order, click on the eye icon.

7. How to refund?
(Last updated on 10 Sep. 2021)1. Refund processThe following chart shows the refund process.(Please note that:a refund request submitted by a financial account should be authorized by another financial account or the admin account.)2. How to submit a refund request?1. Go to [Transaction] - [Fiat], find the order to refund, then click [Refund]2. Enter the amount to refund, click [NEXT]3. Enter the password, click [NEXT]The refund request is submitted.3. How to authorize a refund request?1. Go to [Settings] - [Authorizations]2. Click [My Authorization], find the refund request, click [Detail] to view the refund detail, click [Authorize] to authorize3. Select Authorize, enter the reason, and click [SUBMIT]The refund request is authorized.

8. Will I be charged for refund?
(Last updated on 10 Sep. 2021)No.After the money is refunded to the user successfully, the service fee you've paid for the particular transaction will be refunded to you.�Refund service fee = Actual refund amount * service fee rate.​

9. Is an order from one year ago refundable?
(Last updated on 10 Sep. 2021)No.Please note that PayBy only allows merchants to request refunds for orders that have been successfully paid within 100 days.​

10. Can an order be partially refunded?
(Last updated on 10 Sep. 2021)Yes, an order can be partially refunded. There is no limit to the number of times an order can be refunded.

11. How long does it take to receive the refund?
(Last updated on 16 Sep. 2021)If the user pays via PayBy account balance, you can expect an instant refund.�Refund for those pay by bank cards will differ from bank to bank, normally within 7 business days.​


PAYMENT SOLUTIONS

​1.  Where can I view the developer documentation?
Go to https://developers.payby.com/pay and you can view all the developer documentations.​

2.  How long does the integration process take?
It differs from merchant to merchant. If you have your own IT engineers, it could be within one day.

3. Smart code
How can I get the payment notification?The admin and staff account of merchant can get payment notifications after they follow the Smart code.There are 2 ways to follow a Smart Code.1. Admin adds followers1. Go to [Products]  [Smart Code], find the Smart Code and click [Manage].2. Click [ADD FOLLOWER].3. Select the staff to add, click [ENTER], then the staff is added as the Smart Code follower successfully.4. In [Products]  [Smart Code]  [Manage], admin can manage the followers: turn on/off the notification, make the staff [Unfollow] the Smart Code.2. Admin/staff follows Smart Code1. Open PayBy app or PayBy feature in ToTok/BOTIM app. Tap [Scan] to scan the Smart Code.����2. Tap [Code Management], and [FOLLOW], then follow the code successfully.​

4. How can I apply for PayBy payment products?

1. Go to [Products] - [Product Application] - [VIEW ALL PRODUCTS]2. Click into the product you want to apply3. Fill in the required information and apply.�Your application will be reviewed by PayBy team within 1-3 working days and you'll receive the review result by SMS.

5. How long does it take to get the product application result? How can I know?
PayBy will review all the product applications within 1-3 business days. After being approved / rejected, you will receive a short message of the review result. You can also see the application result on PayBy Merchant Portal.

6. How can I receive Smart Code payment notifications?
Only the admin and staff account of the merchant have access to receive the Smart Code payment notifications. Open PayBy app or PayBy feature in ToTok / BOTIM app, tap [scan] to scan the Smart Code, and then tap [Code Management] - [FOLLOW] so that you can receive payment notifications in your PayBy / ToTok / BOTIM app for the Smart Code payments. Tap [Manage Following list] and turn off the notification if you don't want to be notified.

7. Apply for Payment Products
Where to see all PayBy's payment products?Go to [Products] - [Product List], you can see all the payment products. Click [Learn more] of a product to see the details.How to apply for PayBy payment products?Refer to the previous question, after clicking [Learn more], click [APPLY NOW] to fill in the required information and apply.When can I get the application result?Normally, PayBy team will review the product applications within 1-2 working days, and send a short message of the review result to the mobile number you registered with PayBy Merchant.Or you can sign in to PayBy Merchant Portal to check out the review result.

8. Virtual Bank Account
(Last updated on 11 Nov. 2021)What is Virtual Bank Account?Virtual Bank Account is an account product, provided by PayBy and First Abu Dhabi Bank (FAB).Funds deposited to the bank account will be automatically transferred into your PayBy Merchant account.After deposit, the funds will be credited to your PayBy Merchant account on T+1 day and you will receive a message notification of deposit successful.How to apply for Virtual Bank Account?Go to [Products] - [Virtual Bank Account], fill in the information and click [Submit].It will take 1 working day to process the account activation.After that, you will see your Virtual Bank Account details.�How to use Virtual Bank Account?If you want to deposit money to your PayBy merchant account, transfer money from your bank account to the Virtual Bank Account, you will receive the funds in your PayBy merchant account in 1-2 working days.Where can I view the deposit history?Click Deposit Records to view the deposit history

9. Can I enable Payment button/link on my social media sites?
Yes. You can use the Paylink product. See Paylink.

10. Transfer to Bank
(Last updated on 9 March 2022)What banks do we support?The supported local banks are as below:ABN AMRO BANK, N.V.
ADVANCE BANK AG
AMSOUTH BANK
ARAB FINANCIAL SERVICES COMPANY B.S.C. (C)
ASEEL FINANCE JSC
Abu Dhabi Commercial Bank
Abu Dhabi Islamic Bank
Ajman Bank
Al Ahalia Money Exchange Bureau
Al Ahli Bank Of Kuwait K.S.C.
Al Ansari Exchange
Al Bader Exchange
Al Falah Exchange Co
Al Fardan Exchange
Al Fuad Exchange
Al Gergawi Exchange LLC
Al Ghurair Exchange
Al Ghurair International Exchange
Al Hilal Bank
Al Jaber Exchange
Al Khaliji France S.A.
Al Maryah Community Bank
Al Masraf
Al Nebal International Exchange
Al Razouki International Exchange Co. LLC
Al Rostamani International Exchange
Al Zari & Al Fardan Exchange LLC
Al Zarooni Exchange
Alneel Exchange
Alukkas Exchange
Arab African International Bank
Arab Bank
Arabian Exchange Co.
Asia Exchange Centre
BANCO DE LIMA SUDAMERIS
BANCO NACIONAL DE CREDITO
BANCO PROMOTOR DEL NORTE
BANCO SANTANDER PUERTO RICO
BANCORPSOUTH BANK
BANQUE MISR
BANQUE MISR
BNP Paribas
Bank of Baroda
Bank of Sharjah
Barclays Bank
Belhasa Global Exchange
Blom Bank France
CAISSE NATIONALE DE CREDIT AGRICOLE
CENTURY NATIONAL BANK
COMMERCIAL BANK OF DUBAI
Citibank NA
City Exchange - LLC
Commercial Bank International PSC
Commercial Bank of Dubai
Credit Agricole Corporate and Investment Bank
DEBIT ISIS
DEEM FINANCE L.L.C.
DUNIA FINANCE
Delma Exchange
Deniba International Exchange
Deutsche Bank
Doha Bank
Dubai Bank
Dubai Exchange Centre - LLC
Dubai First
Dubai Islamic Bank
ETIHAD AIRWAYS (EY)
Emirates Development Bank
Emirates India International Exchange
Emirates Islamic Bank PJSC
Emirates NBD Bank PJSC
FIFTH THIRD BANK THE
FIRST TENNESSEE BANK N.A.
FIRST USA BANK
FLEET BANK (DELAWARE) NA
Federal Exchange
Finance House
First Abu Dhabi Bank PJSC
First Gulf Bank
First Gulf Exchange Centre
GCC Exchange
GLOBAL BANK OF COMMERCE LIMITE
GPSSA  Pension Contributions and Disbursements
GROUPEMENT CARTE BLEUE
Gulf Express Exchange
HSBC Bank Middle East
Habib Bank AG Zurich
Habib Bank Limited
Habib Exchange Co. LLC
Hadi Express Exchange
Investbank PSC
Islamic Finance Company
Janata Bank
KYODO CREDIT SERVICE CO.
LLOYDS BANK PLC
Lari Exchange
Leela Megh Exchange LLC
Lulu Exchange
MAESTRO INTERNATIONAL
MAJID AL FUTTAIM FINANCE
MASTERCARD - PROCESSING MEA
MAWARID FINANCE PJSC
MBNA AMERICA BANK
MERRIMACK VALLEY FEDERAL CREDIT UNION
Malik Exchange
Mashreqbank
Multinet Trust Exchange - LLC
NAJM BANK
NATIONAL BANK OF EGYPT
NATIONAL CITY BANK
NATIONAL COMMERCIAL BANK JAMAICA LIMITED
NETWORK INTERNATIONAL LLC
NOOR BANK PJSC
National Bank Of Bahrain
National Bank Of Fujairah
National Bank Of Kuwait
National Bank Of Umm Al Qaiwain
National Bank of Oman
National Bank of Ras Al-Khaimah
National Exchange Co.
Network International LLC
Noor Islamic Bank
Orient Exchange Co.- LLC
PEOPLES SAVINGS BANK OF TROY
PINNACLE FEDERAL CREDIT UNION
PLACER SIERRA BANK
PLANTERSFIRST
Rafidain Bank
Redha Al Ansari Exchange Est.
SAMBA Financial Group
SECURITY FIRST NETWORK BANK
Saad Exchange
Sajwani Exchange
Shaheen Money Exchange LLC
Sharaf Exchange LLC
Sharjah International Exchange
Sharjah Islamic Bank
Societe Generale
Standard Chartered Bank
THE BANK OF BERMUDA LIMITED
THE BANK OF NOVA SCOTIA
THE PARK NATIONAL BANK
THE TORONTO-DOMINION BANK
The Royal Bank Of Scotland N.V.
UAE Exchange Center LLC
UNITED BANK, LTD.
Union National Bank
United Arab Bank
United Bank Ltd.
Universal Exchange Centre
WEX BANK
WIRECARD BANK AG
WIRECARD CARD SOLUTIONS LIMITED
Wall Street Exchange Centre LLC

11. Transfer
 (Last updated on 10 Mar. 2022)Transfer Process1. Go to [Products] - [Transfer] - [Create New Batch].2. Click example file to download the transfer template.3. Fill in the csv. file according to the template, and save it.4. Fill in the Batch Subject and click Choose File to upload the file, then click [CONFIRM].The status is ANALYZING.5. After a while, reload the page and the status will change.����5.1 If the status becomes READY, click Submit.����After submitting, the status will become IN_REVIEW. Then ask the merchant admin to log in and authorize it. (Click to view How to authorize)����After the admin's authorization, the status becomes FINISH, it means the beneficiaries have received the payments in their PayBy balance successfully.����5.2 If the status becomes FAILURE, you can click Detail - Invalid rows reason to view the failure reason.Filling In InstructionsImportant Notice1. Do not change the file format, only .csv is supported.2. Do not delete or add columns.3. Do not modify the file header (the first row).Filling In Description:Field NameRequired/OptionalField descriptionBeneficiary MobileRequiredBegins with "+", area code and number seperate with "-". Example: +971-555555555Payment AmountRequiredFill in at most two decimal places.The maximum amount is 10,000.00 AED/transaction.Beneficiary Full NameOptional1. The receiver must have registered PayBy and passed KYC.
2. If this field value is empty, the full name wont be verified.
3. If the full name is filled in, it must match the receiver's name.Payment CurrencyRequiredFill in "AED".SubjectOptionalMax length is 200. Comma (",") is not allowed.Examples of filling in:Beneficiary MobilePayment AmountBeneficiary Full NamePayment CurrencySubject+971-5555555550.01James BondAEDAward+971-555555556100AEDAward

12. Invoice
(Last updated on 23 March 2022)1. How to create an invoice?1. Go to [Products] - [Invoice]  [CREATE INVOICE]2. Fill in the invoice information and send the invoice
Merchant Name: it is the registered merchant name and it will be filled in automatically TRN: it is the Tax Registration No. Merchant can upload it in [Management]  [Merchant Management], PayBy team will review it in 1-2 working days Customer Name: the customers name Select Due Date (note that if the invoice is not paid by the due date, the invoice status will not be changed and the invoice can still be paid) Add customers e-mail address and mobile number (up to 20) Add item information (note: if you want to select the 5% VAT, you should upload the VRN in [Management] - [Merchant Management] first, PayBy team will review in 1-2 working days) Discount: fill in discount percentage or amount (leave it blank if there is no discount) Add other information such as Note to recipient and Terms and conditions3. There are 4 kinds of operations merchant can do after filling in all the information:1)��� Click [PREVIEW] to preview the invoice.2)��� Click [SEND] to save the invoice and send it to the customer.3)��� Click [SAVE AS INVOICE] to save it as a finalized invoice, and merchant cannot edit it anymore.4)��� Click [SAVE AS DRAFT] to save it as a draft so that merchant can still edit it later.2. Invoice statusThere are 7 invoice statuses:
Draft: A draft can only be saved after all the invoice information is filled in and an Invoice No. will be generated after a draft is saved. Merchant can edit or delete a draft. Unpaid: It is a finalized invoice which cannot be edited. Unpaid (Send): It is a finalized invoice which has been sent to the customer but has not been viewed by the customer yet. Unpaid (Viewed): It is an invoice which has been sent to the customer and the invoice URL has been opened. Paid: It is an invoice which has been paid by customer through PayBy or marked as paid by the merchant manually. Cancelled: It is an invoice which is cancelled by merchant and cannot be paid anymore. Merchant can cancel an invoice at any time, and the action cannot be reversed. If it is already paid by customer through PayBy, merchant can select whether to refund through PayBy when cancelling, but by this means the refund may not be successful due to reasons such as insufficient balance, merchant can also refund manually in [Transaction]. Uncollectible: Merchant can mark an invoice as uncollectible manually and treat it as bad debt if merchant thinks the invoice is unlikely to be paid. But after being marked uncollectible, an invoice can still be paid.3. How can I send an invoice again?1.����� In the invoice list, search and select the invoice merchant wants to send and click the "paper plane" icon �(before that merchant can click the "eye" icon to view the invoice details).�2.���� Preview the E-mail and SMS message, and click [SEND].����3.���� Invoice sent successfully.�4. How can customers pay via email?1.����� Customer opens the invoice e-mail and clicks [PAY INVOICE].��2.���� Customer will be redirected to the invoice desktop page. Click [PAY AED XXX] on the upper left corner.��3.���� It will open PayBy paypage. Customer can choose to pay by PayBy/BOTIM app or card.1)���� Pay by PayBy/BOTIM app:By default, customer can pay by PayBy/BOTIM app. Follow the tips on the right side and pay the invoice.2)��� Pay by card:Customer can also select [Card] to pay by card. Fill in the debit/credit card information and click [PAY] to pay the invoice.�After payment successful, both merchant and customer will receive an e-mail notification5. How can customers pay via SMS?1.����� Customer receives the invoice message and taps [Invoice URL].�2.���� The invoice mobile page will be opened. Click [PAY AED XXX] at the bottom.��3.���� It will open a PayBy paypage. Customer can choose to pay by card or PayBy/BOTIM app and click [PAY].1)���� Pay by card:Fill in the debit/credit card information and tap [CONSENT AGREEMENT AND PAY] to pay the invoice.�2)��� Pay by PayBy/BOTIM app:If customer chooses to pay by PayBy/BOTIM app and he/she has the app in his/her phone, it will open the app automatically. Select the payment method and tap [CONFIRM] to pay the invoice.�If customer does not have the app in his/her phone, he/she should download the app first and then open the invoice URL in the message and pay the invoice.�After payment successful, both merchant and customer will receive an e-mail notification.​

13. Paylink
 (Last updated on 23 March 2022)1. How to create a Paylink?1.Go to [Products]  [Paylink] - [ADD NEW]2. Set the PaylinkFor the amount:customer enter means every time a customer pays, he/she needs to enter an amount first.�Fixed amount means merchant sets the same amount for every customer.Click [Button] to edit the button style3. Get the Paylink code/link[Products] - [Paylink] - [Detail].Copy the code/link, paste to your web/social media.2. What does a PayBy Paylink look like?When a customer opens a PayBy Paylink, he/she can see it like below.The customer can enter the amount and add remarks, then finish the payment.3. How can customers pay the Paylink?Customers can pay by PayBy app, the PayBy feature on BOTIM app, or pay by card.

14. API Integration
(Last updated on 10 Jun. 2022)Where can I view the developer documentation?Open�https://developers.payby.com/pay and select the product type.What kind of SDK is ready to use right now?PayBy supports JAVA and PHP for now. In the future, we will support more kinds of SDK.How long does the integration process take?It differs from merchant to merchant. If you have your own IT engineers, it could be within one day.Where can I generate my private key and download PayBy public key?1. Go to [Settings] - [API Management].2. Click [Key Generation Tool], then [Generate Private Key], next click [  ] to download the private key.3. Click [Show Public Key], then click [ ] to download the public key.4. Click the pen icon to bind IP address. Fill in * if you want to allow any IP address.How to test the key pair?You can use this URL to test your keys: https://uat-developers.test2pay.com/demo/sgs/sign.​

15. Smart Code
(Last updated on 3 Jun. 2022)What is Smart Code?Smart Code allows merchants to collect payments without using hardware devices or developing systems. By printing and placing Smart Code in the store, merchants can easily receive payments. Customers can use PayBy/BOTIM app to scan the Smart Code and pay, meanwhile merchants will receive payment notifications.Merchant JourneyThe following flow chart shows the merchant journey of PayBy Smart Code payment.�Merchant places PayBy Smart Code in a prominent positionThe PayBy Smart Code should be placed in a prominent position in the store such as the checkout counter to inform the customers PayBy payment is accepted.��Customer scans PayBy Smart Code and pays1.�Customer opens PayBy app or PayBy feature in BOTIM app, taps [Scan] to scan the Smart Code. Then customer enters the amount to pay and taps [CONFIRM].�2.���� Customer enters the payment password, selects the payment method (optional) and taps [CONFIRM].��3.���� Customer will receive the payment result and finish the payment.�Merchant receives payment notificationIf customer pays successfully, all the staff who have followed the Smart Code will receive SMS, as well as a PayBy message in PayBy/BOTIM app, indicating payment successful. If payment failed, no notifications will be sent.���How to add a new Smart Code?1. After your Smart Code product application is approved, you will receive a short message, and you can add new Smart Codes for your stores. Go to [Products]  [Smart Code]  [Add New Code].2. Fill in the Smart Code information and click [SAVE].- Choose Store:Select an existed store or add a new store.- QR Code Name:Enter the QR Code name. It will be shown on the table stand.- Amount to receive:��Customer Enter means every time a customer scans the QR code, he/she should enter the amount to pay by himself/herself.
�Fixed Amount means when you set a fixed amount, every time a customer scans the QR code, he/she will pay the same fixed amount you set.- Upload logo:Click to upload your logo, so that it will be shown in the middle of your Smart Code.- Preview QR Code:On the right side of the page, you can preview your Smart Code.�3.�View your Smart Code and Print.Click [Detail] and you will see your Smart Code.Click [Download to Print].Click the download icon or print icon so that you can download and print your Smart Code and place it at the cashier desk in your store.How to follow a Smart Code (to receive payment notifications)?Only the admin and staff account of the merchant can follow the Smart Code payment notifications. See Staff Management to add staff account for the merchant. There are two ways of following Smart Code: admin adds followers, and admin/staff follows the Smart Code.Admin adds followers1.�Admin logs in to PayBy Merchant Portal, goes to [Products] [Smart Code], finds the Smart Code he/she wants to manage and clicks [Manage].2. Click [ADD FOLLOWER].3.���� Select the staff to add, click [ENTER], then the staff is added as the Smart Code follower successfully.4.��� In [Products]  [Smart Code]  [Manage], the admin can manage the followers: turn on/off the notification, make the staff [Unfollow] the Smart Code.Admin/staff follows Smart Code1. Open PayBy app or PayBy feature in BOTIM app. Tap [Scan] to scan the Smart Code.�2.���� Tap [Code Management], and [FOLLOW], then follow the code successfully.How to receive and manage payment notifications?When there is a new payment, the admin/staff who follows the Smart Code will receive SMS, as well as a PayBy notification in PayBy/BOTIM app.1. In PayBy app/feature, tap [Manage] to manage the Smart Code service.2. Tap [Manage Following list] to manage the notifications. The admin/staff can turn on/off the notification of each Smart Code he/she has followed.

16. International Card Payment
(Last updated on 28 Dec. 2022)How to enable International card payment?For a risk control reason, International card payment is only supported for very limited merchants. Please contact bd@payby.com to consult it.International card payment limitFor Basic Payment Gateway, the payment limit is:KYC:4000/daily/mid successful and failed3000/daily/mid successfulNo-KYC:2000/daily/mid successful and failed1500/daily/mid successfulFor all the anonymous payment using International bank card, the payment limit is 80% of the local card payment of the merchant. Please contact merchant@payby.com for the detailed payment limit.International card payment country limitSupported card countries: Global countries except for RU, UA, IR, SY, KP, SSD, IRQ, MM.


BASIC

1. Can I receive the daily statements by E-mail?
No, but you can receive daily statement summary by E-mail. Sign in to PayBy Merchant Portal on the computer, go to [Statements], click [Subscribe] and fill in your E-mail address for the subscription. Up to 5 E-mail addresses can be added.

​2. How can I view the daily statement?
Sign in to PayBy Merchant Portal on the computer, go to [Statements] to view and download the transaction statements, settlement statements, balance statements by date.

​3.  Can I modify my bank account information?
Modifying bank account information is not supported. But you can remove your current bank account and add a new one.

​4.  Can I settle to a non-UAE bank account?Yes, you can settle to a USD bank account besides a UAE bank account for now.​

5.  How do I get cashback rewards?
When you use Smart POS and provide cash-in or cash-out service. You will get cashback upon user cash-in and cash-out transactions.

​6. What is cash-in / cash-out service, and how can I provide it?
Apply for a Smart POS for cash-in and cash-out service, and get your cashback. With cash-in, help the customers top-up their personal accounts by taking the cash and transferring your merchant account balance to the customers PayBy account. With cash-out, help the customers withdraw cash from their personal accounts by taking PayBy payments and handing over cash to the customer. Provide the service by simply switching it on from merchant portal  [Products]  [E-ATM] on the computer, or switching it on via your Smart POS  [Settings]  [Function Switch].

​7.  Order Inquiry
(Last updated on 10 Jan. 2022)What is the bank account?The bank account is used for settlement. PayBy supports AED or USD settlement for now. For each settlement currency, a merchant can only add one bank account.
How to add a bank account?
1. Go to [Settings] - [Bank Accounts].
2. Click [Add a bank account]�
3. Select the Bank Location and Account Currency, then click Select
4. Fill in the bank account information.
For an AED bank account:Fill in the IBAN and the Beneficiary Address, the Bank Name will be generated automatically. Click [SEND] to send a 6-digit SMS code to your mobile phone, fill in the code and click [SAVE].
5. Click [View autorizations >] to authorize the add bank request.Click [Detail] to review the bank account details, click [Authorize] to authorize. Select Authorize if the bank account information is correct, add remarks and click [SUBMIT].Otherwise select Reject.�The bank account is added successfully.
Can I change the added bank information?
No, but you can remove the added bank account and add a new bank account.
How to remove a bank account?
Go to [Settings] - [Bank Accounts], click the dustbin icon.Click [SEND] to send a 6-digit code to your mobile number, fill in the code and click [CONFIRM], and the bank account is removed.

​8. Cut-off Time 
(Last updated on 5 Jan. 2022)What is cut-off time?Cut-off time is when the daily transaction & settlement statement starts. Transactions after cut-off will be counted in the next reconciliation period.Changing it will affect the automatic settlement time and daily statement period. Usually the automatic settlement will be submitted shortly after the cut-off time.E.g. If you set it at 23:00, then the reconciliation period is from 23:00 to 22:59:59 from the next day. And the settlement amount will transfer to bank account shortly after 23:00.How to set the cut-off time?1.�Go to [Settings] [Settlement].�2.���� Set the cut-off time, enter password and click [SUBMIT]. The updated cut-off time will take effect from the next day.�​

9. Deposit(Last updated on 18 Sep. 2021)
Can I deposit to my PayBy merchant account?Yes, please refer to Virtual Bank Account.

​10. Statement 
(Last updated on 10 Jan. 2022)How can I view the daily/monthly statement?Go to [Statements], select the statement type and date range, click [] to download the statements.Can I receive the daily statements by E-mail?Yes, you can receive daily statement summary by E-mail.�Go to [Statements], click [Subscribe]Fill in your E-mail address for the subscription. Up to 5 E-mail addresses can be added.A statement summary example is as below. You can download the statement details from the attachment.​

11. Reset Password 
(Last updated on 11 Jan. 2022)Sign in to PayBy Merchant Portal using the OTP code if you forget your password.Then reset your password by clicking [Settings] [Change Password].
title: Transfer to PayBy Personal Account content: (Last updated on 11 Jan. 2022)Can I transfer funds to a PayBy Personal Account?Yes, you can apply for the "Transfer" product: https://b.payby.com/products/introduction/main/transferAfter being approved, please refer to Transfer.​

12. Authorization
(Last updated on 11 Jan. 2022)What is authorization?On PayBy Merchant Portal, some request operations (such as add bank account, withdraw, refund, add staff, etc.) need to be reviewed and authorized by the merchant itself before being submitted to PayBy to prevent mis-operation.Who can authorize a request?Only the admin/financial accounts can authorize the requests.�Please note that if a request is submitted by a financial account, it needs to be authorized by the admin or another financial account.Where can I authorize a request?1. Go to [Settings] - [Authorizations]2. Click [My Authorization], find the request and click [Detail] to view the request detail, click [Authorize] to authorize or reject the request.​

13. Staff Management
(Last updated on 11 Aug. 2022)What is a staff account?The admin account can add staff accounts. Different staff roles have different permissions.Account permissionsAll the operations (e.g. request a refund, add/remove bank account, request a withdrawal, etc. ) on PayBy merchant portal needs to be authorized by the admin or financial account. But an operation submitted by a financial account needs to be authorized by another financial account or the admin account.�
Admin:�A PayBy merchant account can only have one admin account. The Admin account has all the permissions to an account including view all the pages, operate and authorize all the operations.�
Financial:�A financial account has the permission to view most of the pages (including view and download the statements), operate/authorize a refund, add/remove bank account, request/authorize a withdrawal, etc.�
IT:�An IT account has the permission to apply for payment products, manage devices and API settings.�
Customer service:�A customer service account has only limited permissions such as view the transactions and submit a refund request.How to add a staff account?1. Go to [Settings] - [Staff Management]2. Click [+ ADD STAFF]3. Enter the staff's Name, Mobile and select the staff's role, click [SAVE]4. Go to [Settings] - [Authorizations]5. Click [My Authorization] - [Authorize] to authorize the add staff operation����Tick Authorize and add Remark, then click [SUBMIT], the staff account is added successfullyHow to inactive/edit/delete staff account?1. Go to [Settings] - [Staff Management]2. Click different icons to do different operations: active/inactive, edit name/mobile/role, delete staff (please inactive the staff before deleting it)3. After the operation, go to [My Authorization] - [Authorize] to authorize the operation����Tick Authorize and add Remark, then click [SUBMIT], the operation is done successfullyHow to export the staff list?1. Go to [Settings] - [Staff Management]2. Click [Export] to download the .csv file3. Open the file to view the staff list​

14. Switch Merchant Accounts
How to switch merchant accounts without signing off?
(Last updated on 11 Aug. 2022)On the computer, click the avator icon on the top right corner and then [Switch Merchant]; On the phone, you can go to [Settings] - [Switch Merchant] to switch merchant accounts.​

15. Amount On Hold 
(Last updated on 11 Jan. 2022)What is amount on hold?Amount on hold is the pending transactions which will be funded to the PayBy Merchant Account.Where can I see the amount on hold?Go to �[Accounts] - [Fiat] - [Amount On Hold], you can see all the pending transactions of the last 7 days which will be funded to the PayBy Merchant Account.

​16. Change Basic Information
(Last updated on 11 Aug. 2022)Can I change basic information?Yes. The admin can change the merchant account's basic information such as business address, website and logo. For other information, please contact merchant@payby.com.How to change the basic information?1. Go to [Settings]  [Basic Information].2. Click [EDIT].3. Fill in the information you want to change, upload the logo, then click [SUBMIT]. The basic information will be changed directly.�

I'M A CUSTOMER


VERIFICATION


1. What is KYC?
Know Your Customer (KYC) is the process of verifying the identity of PayBy users according to the UAE central bank regulations.KYC process includes ID upload and biometric verification.​

2. What is ID Verification?
To protect the security of the account, ID Verification is to verify the identity of PayBy users following the regulations of UAE Central Bank, which includes uploading Emirates ID and biometric verification.​

3. What documents are required to complete ID verification?
You just need to upload your valid Emirates ID copy, front and back.

4. If my ID verification fail, what should I do?
If you fail to complete ID verification, try again or submit all documents to our representatives via PayBy app upon the latest version. Or, you can also send your Emirates ID copy to help@payby.com.​

5. What is the benefit of being a verified user?
A verified user has access to all PayBy services, and enjoy a holding limit of AED 20,000, a transaction limit of AED 10,000, and a daily spending limit of AED 10,000.The unverified user will not be able to use PayBy services.


UNION PAY VIRTUAL CARD

​1.  UnionPay Virtual Card Services
We may offer you the ability to apply for a UPI Virtual Card via the activate UPI Card section of the PayBy App. The UPI Virtual Card will allow you to make payments for goods and services at merchants which accept UnionPay International cards as a payment method (UPI Merchants). When you use your UPI Virtual Card, funds will be debited from your stored value balance held on your PayBy Wallet. You may make payments in-store by presenting your UPI Virtual Card at a contactless terminal, scanning the UPI Merchants QR Code or presenting your UPI QR Code for scanning by the UPI Merchant. You can also make payments online by entering the UPI Virtual Card details at checkout. You can change your UPI Virtual Card settings in the PayBy App.

​2. How can I cancel my virtual card?
If you cancel your UPI Virtual Card, this will permanently terminate the service. Once the cancellation takes effect, you will not be able to reactivate your virtual card, but will have to follow the process of applying for new one. In this case, PayBy may need additional information from you to verify your identity.To cancel your virtual card, please kindly close your PayBy account first, our Risk team will review your request and notify you via email or sms.

3. Is there any service fee?
No. There are no additional fees for using the UPI Virtual Card.


INTERNATIONAL REMITTANCE​

1.  How does the PayBy transfer process work?
Youll be asked to supply details of beneficiary account before sending your funsd to your client account. After the funds have cleared, your foreign currency is immediately sent to your beneficiary account - its as easy as that!

​2. What security measures do you have in place?
Ensuring the safety of our clients funds is hugely important to us. We operate separate client accounts and adopt strict compliance procedures and risk control systems.

3. How can I pick the best time to trade currency?
The daily currency updates provided by PayBy will keep you informed of the lasted developments. While its impossible to predict exactly how a currency will perform in the future, with PayBy on your side you have a much better chance of getting the most for your money.​

4. Is transferring funds easier than using a bank?
While using your bank for foreign currency transfer might seem like the simplest option, using a specialist broker like PayBy can make the process more streamlined and considerably more cost-effective.


CATEGORY - I'M A CUSTOMER
CATEGORY - PAYMENT 


​1. How can I add money to my wallet?

 You can top up PayBy wallet via debit card and uPay Kiosks, receive money from your contacts or cash in at one of our selected merchants.

2. How do I complete a payment?
 
In a shop:
You have two ways to pay ��the merchant:1. Scan merchant QR code: ��You can scan the QR code displayed by the merchant. Click the Scan button.2. Show your QR code: ��Merchant can scan your QR code with their Smart POS or Smart Box. Click Pay ��button and show QR code to the merchant.In an online store:You can link your PayBy account as a payment method when you pay for the items you've purchased online. This will enable a direct payment from your PayBy account to our merchant partner website.

3. Can I top up my mobile number on PayBy
 
Yes, you can top up either your or other UAE mobile ��numbers easily.Enter Mobile Top-up, copy your mobile number or type ��a different one, confirm the amount or data combo, and check your balance,
title: What to do if I fail to top up my mobile number?
content: Currently, we only support du and Etisalat prepaid SIMs. Please check your payment status.If your payment is completed, you will receive refund in PayBy wallet or your bank account. If you dont receive refund in a while, please kindly contact our customer service (help@payby.com ) or your bank.


4. Should I recharge PayBy balance or add a bank card on PayBy ?

To ensure that you can pay successfully, you need to recharge your PayBy account in advance or add a bank card on PayBy.-������� Recharge: support online debit card recharge, or offline cash recharge via uPay Kiosks.-������� Add bank card: Click Card on PayBy and add your bank card, VISA and Mastercard are accepted.The PayBy wallet balance and the bank cards are encrypted and stored safely. Please keep your payment password confidential and dont disclose it to others.

5.How to withdraw PayBy balance to my bank account?
 
Enter PayBy -> Click Withdraw -> Enter your account information and IBAN. Withdrawal will generally arrive in about 2 working days, and it will be a bit delay during holidays.

6.  How to fix the issues about recharge or withdrawal?
-������� If you encounter transaction amount limit issues in the process of recharge or withdrawal, you should verify your account with your EID to increase your limit: Enter PayBy - > Click "Your Profile on the homepage.-������� If you encounter security issues, please take a screenshot of the error information first, and then submit the question and upload screenshot on app: Me -> Report an Issue.-������� For other circumstances, such as your balance doesnt increase after recharge, or the bank card doesnt receive funds after withdrawal, please send the registered mobile phone number and the screenshot of the transfer record to the customer service at: help@payby.com.

7. Where can I pay with PayBy?
Offline:-������� In-stores: You can use PayBy in offline stores: Click the link to find the stores which can accept PayBy https://m.payby.com/merchant-location/list ; you can also visit it on PayBy homepage.-������� You can pay Abu Dhabi Taxi: Ask driver to display the QR code on the screen and scan it with PayBy. Currently, 5 (out of 7 ) taxi companies accept Payby, they are: Arabia Taxi, Cars Taxi, Emirates Taxi, National Taxi and Tawasul TaxiOnline:-������� You can recharge your and your friends mobile phone: Click Top-up Mobile on PayBy homepage-������� You can recharge utilities (supporting AADC, ADDC, FEWA) and MAWAQIF parking and fine fee: Click  Utility on PayBy homepage

8.  How can I withdraw cash from my PayBy account using bank transfer?
Simply enter the IBAN number of your own account and fill the required information on the app. It might take up to 2 working days for your bank to complete the transaction.

9.  How to pay with PayBy online and offline?
PayBy supports in store payment and online payment.1. Offline payment: please click PAY on PayBy or BOTIM app and display your payment QR code to cashier. The cashier will scan your payment QR code to settle the payment.�*For the account security, please dont take screenshots for the payment QR code, your screenshot will not be valid for the payment.�2. Online payment:���- E-commerce website: please select PayBy as payment method and enter your PayBy payment password.���- In PayBy app: select the services on PayBy and enter your payment password to confirm the payment.


ACCOUNT​

1. Do I need a password?
For your account security, six-digit password is required whenever you use PayBy to make a transaction. You will be guided to create a password during the setup.

2. During registration, I'm not receiving the OTP code. What should I do?
In case you are not receiving the OTP, please kindly check with your mobile network provider. Or you can drop us a line at customer service (help@payby.com) mentioning your mobile number.

3. How can I cancel my PayBy account?
 
You can contact our customer care (help@payby.com) from Sunday to Thursday, 9 AM until 6 PM.

​4. Is there any service fee?
It is 100% free for PayBy users to transfer to contacts, give cash gift, top up wallet and conduct online and in-store payments.​

5. Do I need a bank account to use PayBy? 
Without a bank account, you are able to enjoy PayBy services. You can top-up your PayBy account on uPay KiosksWith a bank account, you can easily top up PayBy wallet via debit card and withdraw the balance to a bank account.

6. How to check your IBAN?
You can check it on your bank APP /website or contact your bank for help

​7. Can I withdraw to others bank account?
To ensure your account and fund are safe, you can only use your own bank account to withdraw your PayBy balance.In other words, the bank account name should be the same as whats on your EID.If you dont have a bank account, you can withdraw cash or transfer money to a friend who has a bank account and let him withdraw for you.

8. How to change my registered mobile number?
You can download the latest version of PayByClick Me > �Account > �Phone Number to change your registered mobile number.Need to verify your password and the OTP of the old phone number and then enter your new phone number and OTP.​

9.  I cant receive SMS verification code in the registration process. What should I do?
Please check whether your mobile phone is in arrears and whether it can receive other SMS, try again after the issue has been fixed.If no issue, but still cant receive PayBy message, please try later or contact customer service for assistance at help@payby.com​

10. How to change my registered mobile number?
 
First, please check whether your old phone number can receive SMS verification code.- If your old number can receive SMS1. Update your PayBy app into the latest version2. Login with your old phone number and click Me-> Account-> Phone Number to change.�- If your old number cant receive SMS1. Please send an email with the subject "change phone number" to <help@payby.com> for manual review2. In the email text, please include your old and new phone numbers, EID double-sided photos and your proofs of possession of these two numbers.​

11. Money Withdrawal
If you'd like to withdraw balance from your PayBy account to your UAE bank accounts, please click "withdraw" on PayBy app and enter your IBAN number and related information.Please note that starting from 28th February, you will be charged AED 2.00 per transaction when you withdraw funds to your bank account.

12. Virtual Bank Services/Costs
Please note, after deleting your account, you will no longer enjoy the benefits of PayBy. Please confirm the following items first:1. The account balance is 0, please clear your account balance2. There are no ongoing bills, all bills have been settledMake sure that the above content has been completed, you can click on the avatar in the upper right corner of the PayBy homepage, enter "Account", click "Delete Account" below, and submit for deletionPlease note that it takes about 15 working days to delete the account..

13. How to delete PayBy account?
Please note, after deleting your account, you will no longer enjoy the benefits of PayBy. Please confirm the following items first:1. The account balance is 0, please clear your account balance2. There are no ongoing bills, all bills have been settledMake sure that the above content has been completed, you can click on the avatar in the upper right corner of the PayBy homepage, enter "Account", click "Delete Account" below, and submit for deletionPlease note that it takes about 15 working days to delete the account.


SECURITY AND FRAUD

1. What If I lose my phone?
Contact our customer service (help@payby.com) to freeze your account. Once you receive the new SIM card, you can log in with the same number.

2.  What if I forget my password?
Click on your profile photo in PayBy, and enter payment security.Choose forgot payment password, enter verification code upon request, fill in your name and Emirates ID information and reset your new password.

3. Is it safe about the bank card bound to PayBy?
PayBy has a powerful information security system, which can carry out 24-hour risk monitoring and processing. The fast payment with bank card is also monitored by PayBy security system with full risk verification and monitoring, which can keep your account and funds safe anytime and anywhere. You could use it safely.

4.  What do I do when I see an unauthorized transaction on my account?
It is important to act quickly to protect yourself and to stop any further unauthorized charges. Please immediately contact us (help@payby.com) and report an unauthorized charge. Customers who meet the Eligibility Criteria below can apply for the chargeback.+ Fraudulent transactions made on your PayBy account (Balance or Bank Card).+ Fraudulent transactions made on your bank card used by another PayBy account.If the PayBy account holder has any false, illegal, fraudulent, abnormal, or the PayBy account holder has any behavior that violates the provisions of the "PayBy User Agreement", etc. due to the failure to carry out real-name authentication, or the PayBy account holder is suspected of abnormal transactions but refuses to cooperate when PayBy conducts an investigation, and PayBy reserves the right to refuse such PayBy account holders from applying the chargeback and to close PayBy account.

5.  Bind bank card to PayBy, what are the benefits?
After binding your bank card, you only need to select your bank card and enter the payment password to complete the payment. There is no need to enter the bank card number and other information every time, which is convenient for online payment and convenient for your life without leaving your home.

6.  How to do if the bank card binding failed?
The reasons for the failure may be as follows: incorrect card number input, OTP verification fails, OTP verification fails too many times, the bank card expires etc.�Please ensure that the card number information you input is valid, you can contact PayBy customer service to help you deal with it.

7. How many PayBy accounts can a bank card bind to?
One bank card can successfully bind on 6 actual PayBy accounts. In order to avoid exceeding the limit of subsequent signing prompts, if you have multiple PayBy accounts, you can cancel the binding in different�accounts.

8. How to delete the bound bank card?
You can directly select any bank card in "Card Management" and click "Unbind".

9. How to modify the bound bank card?
If you need to change your bank card, you can first unbind the bank card that you don't need and then re-bind a new one.

10. What happens if your PayBy account is took over? How long will the process be completed after the report of takeover submitted?
1 - Please change your login/payment password immediately, to avoid further risks.2 - If some transaction of your account was unauthorized made, please contact PayBy customer service immediately. We will conduct a comprehensive and detailed reviewed to investigate your unauthorized problem. �The results will be sent back via SMS, phone, or email message within 72 hours. During this period, just wait patiently.

11. How to cancel the complaint of fraud report?
If the problem of fraud is still under reviewed and you find that the transaction you reported before is not unauthorized, you can choose to continue to wait for the verification result. Without canceling the fraud report, PayBy will objectively verify the situation within 72 hours.

12. What is PayBy's compensation policy?
Fund loss caused by takeover of PayBy account, including direct loss caused by others' expenditure without your authorization, such as account balance, bank account funds bound with quick payment, transfer within the validity period and red envelope, etc., after verification, the claim will be 100% settled. If the user scans the suspicious QR code, virus or Trojan, resulting in the fraud of account funds, the merchant's receipt RQ code is maliciously replaced or transferred, and the loss of funds can also be claimed. Through PayBy's reasonable judgment, it can be proved that PayBy account holder gets the direct or indirect benefits brought by the transaction or information, or the information provided by the user is insufficient to prove that the authorized operation is an unauthorized operation, and the user shall bear the fund loss, including but not limited to the following situations:
An authorized operation initiated by the user's spouse, relative, friend or employee, agent, etc. For example, the operation behavior of capital expenditure occurs in the trusted network environment (such as common equipment, IP, verification through SMS, etc.), or there are suspicious circumstances such as the inconsistency between the user's statement and the facts investigated by PayBy. Loss of personal certificates and communication tools due to personal reasons, failure to report the loss of personal information in time, resulting in the leakage of the bank card or failure to timely modify the account password. User clicks an illegal link, the phishing website, and discloses the bank card or account information and so on the fund loss caused by other third parties. Fund loss caused by fraud, coercion, or other acts of others. The user lends out an account or card, authorizes another person to perform an operation, etc.

13.  How to do if lose bank card?
Please call your issuer bank to report the loss of your bank card in time to avoid further loss of funds. Confirm whether the money of the bank card has been stolen and which platform has been used on, and contact relevant platforms to reverse the money.

14.  How to deal with stolen card brush?
If your bank card is charged through an unknown account on the PayBy platform, please contact PayBy customer service as soon as possible. We will investigate, verify and feedback the results to you within 72 hours. If your bank card is charged through your own PayBy account, we suspect that your PayBy account has been took over. Please immediately change the login/payment password and contact PayBy customer service. We will investigate, verify and feedback the results to you within 72 hours.

15.  Can the bank card continue to be used in PayBy after the user initiates the chargeback transaction?
If you initiated the chargeback of unauthorized transactions, we suggest that you change other bank card for subsequent transactions, because once the chargeback of payment occurs, your card information has been disclosed. It is suggested that you replace the new card and destroy the old card. If you initiate a chargeback related to a service or product that you have authorized, you may continue to use your original bank card for subsequent transactions.

16.  How many PayBy accounts can you use one bank card?
One bank card can be added to three verified PayBy accounts. To avoid the subsequent binding prompts exceeding the limit, if you have multiple PayBy accounts, you can cancel the binding in different accounts.

17. How to withdraw fraud report?
If you have verified your transactions, you dont have to withdraw fraud report. PayBy will investigate the situation within 72 hours regardless.

18. What is PayBy's refund policy?
1) You will be 100% refunded upon investigation if fund loss is due to PayBy account being hacked. It includes direct loss caused by others' expenditure without your authorization, such as account balance, bank account funds bound with quick payment, transfer within the validity period and Cash Gift, etc..2) You will be refunded, if you - as a user - encounter QR code fraud or virus, or if you - as a merchant  encounter maliciously replaced or changed payment QR code, as a result, suffer from fund loss.3) User should bear the fund loss, if - based on PayBy investigation - PayBy account holder gets the direct or indirect benefits from transactions or information, or the information provided by the user is insufficient to prove the unauthorized action. It includes but not limited to the following situations:
An authorized action initiated by the user's spouse, relatives, friends, employees, agent and so on. For example, if the action of transaction takes place in the trusted network environment (such as frequently used equipment, IP, SMS verification, etc.); Inconsistency between user's statement and the facts investigated by PayBy; User loses personal ID and communication tools, but failed to report the issue in time, which results in the bank card leakage or failure to timely modify the account password; If user clicks illegal links and phishing websites and discloses bank card or account information and others, or if the fund loss is caused by other third parties; Fund loss caused by fraud, coercion or other acts of others; User gives away his account or card, authorizes another person to perform on his behave, and so on.

19. If the bank declined the card transaction, can I still use this card in PayBy?
If you dont initiate the unauthorized transaction and report it as fraud to bank, we suggest you use another card for the subsequent transactions. If the bank declines your card transaction, not due to fraud, you may continue using the same card for subsequent transactions.

20.  What are the benefits of adding a bank card?
 Once you add a bank card, you only need to select the card and enter PayBy payment password to complete the transaction. It saves you efforts from entering card details for each transaction.

21. What happens if your PayBy account is fraudulently used?
1) Please change your login/payment password immediately.2) If you encounter any unauthorized transactions, please contact PayBy customer service immediately (help@payby.com / WhatsApp:+971585076088). We will conduct a comprehensive investigation within 72 hours, and come back to you via SMS, phone or email. Appreciate your patience.

22.  What if I lost my saved bank cards?
Confirm whether the funds in that card has been fraudulently used, if so, on which platform it has been used, and contact these platforms for refund.

23. How to delete the existing bank card?
You can select the desired card in "Card Management" and click "Unbind".

24. Is it safe to add bank cards to PayBy?
PayBy safeguards your accounts and authorized bank cards with high level security and has 24/7 risk management mechanism, so that you can use it anytime anywhere.

25.  How to change the existing bank card?
If you need to change the bank card, you can unbind the unwanted one and then add the new one.

26. What if I failed to add the bank card?
 What if I failed to add the bank card?The failure may be due to the incorrect card number, the failed OTP verification, too many failed OTP attempts, expiration of bank card and so on. Please ensure that the card information you entered is valid. You can contact PayBy customer service (help@payby.com) for help.

27. What if my cards are fraudulently used?
If your bank card is used by an unknown PayBy account, please contact PayBy customer service as quickly as possible (help@payby.com / WhatsApp + 971585076088). We will conduct a comprehensive investigation and come back to you within 72 hours. If your bank card is used by your PayBy account, we suspect that your PayBy account has been hacked. Please immediately change the login/payment password and contact PayBy customer service. We will conduct a comprehensive investigation and come back to you within 72 hours.

28.  Security
 PayBy Security Strengths
Password encryption - PayBy adopts security password control and face/ fingerprint verification solutions of CFCA (China Financial Certification Authority), which is an official certification body and also providing security solutions for banks. The security password control makes the passwords irreversibly encrypted and nobody can access to the plaintexts. Communication encryption- all communications between client side and server side are protected with HTTPS protocol. On this basis, sensitive information is extra encrypted, such as mobile number, ID number, bank card number, etc.. In addition, PayBy is compliant with PCI-DSS (Payment Card Industry Data Security Standard) that ensures the security of data. AML and anti-fraud and cyberthreat- cooperated with prominent providers in risk management area, including LexisNexis, ThreadMatrix and AliCloud. Amount and Counts Limitation- PayBy has been compliant with CBUAE on the specific transaction and funding limits of fund-in and fund-out scenarios, which help guard against financial risks and protect account safety and local compliance requirement.�PayBy Comprehensive Security Standards and Local Compliance
Controls and units of service: �PayBy is using the password encryption secure product which passed the CFCA - financial authentication centre (* to ensure your password submission is been encrypted and inconvertible). Payment service: PayBy is a PCI-DSS payment compliance institute, which is compliance and standardized �to global industry requirement.� Localized: PayBy has passed the UAE-IA standard NESA cybersecurity annual Audit and been compliant to UAE local.� Account Security: PayBy is co-working with selected professional vendors in order to provide great security experience to our customers, concluding LexisNexisThreadmatrix, Aliyun. With strong multiple risk recognitions, PayBy is keeping using Innovative and securer authentication method to authenticate each customers, e.g. 2FA, dynamic code and 3D.

29. How long does it take to receive the refund?
It depends on your payment method. You will receive refund instantly if you pay via balance. If you pay by card, it takes 3-7 days for the bank to refund to your payment card. You can check the status in your transaction history.


ACCOUNT SECURITY 

1. What if I forget my password?
 PayBy will verify your payment password when you login or pay. If you forget, please click Forgot Password to reset your payment password.Password is important for your account security, please dont disclose it to others.

2. What If I lost my phone?
As your payment password will be verified when login the account and settle the payment, so please dont worry about the account security if you lost your phone. For safety, please login your PayBy account on another phone and change the payment password in the first time.

3. Product Offer - What do we offer? 
(Last updated on 2 March 2022)What is CashNow?CashNow is an instant personal loan platform for foreign nationals in UAE. You can apply for a Short-Term Personal Loan up to AED 10,000 for up to 6 months. The application process is completely online, and once approval, the cash is immediately transferred to your bank account.How much is the loan amount?Loan amount is ranged from AED 300 to AED 10,000 depending on your credit history, repayment capacity, and your specific need.How long is the loan term?Loan term is ranged from 14 days to 6 months depending on your need and your credit history.How much is the charge?The charge is as low as 3.33% per month and might differ depeding on loan amount and tenure selected as well as your credit history. If you don't make payment on time, additional penalty charge might apply.�Why can't I choose longer term?Our loan terms are based on your credit record. Keeping a good borrowing & repayment record will enable you have more term options.How to access CashNow?You can download CashNow APP with the links below:
Google Play Store: https://play.google.com/store/apps/details?id=com.payby.android.cashnow Apple Store: https://apps.apple.com/us/app/cashnow-safe-loan-app/id1584115206 Huawei Store: https://appgallery.huawei.com/#/app/C103812169If you are already CashNow user, you can also find CashNow Icon on PayBy APP home page.

4. Loan Application - How to apply?
(Last updated on 2 March 2022)What are the requirements to get a loan?You must have valid Emirates ID and UAE bank card to receive your loan.�How soon will my application be approved?In normal situation, your application should be approved within 3 minutes.Do I need to pay any fee before I get a loan?No. You DON'T need to pay any charge before receiving your loan.Is there any promotion I can enjoy?Yes. We frequently have promotion or discount coupons offered to our customers. You may check your SMS inbox from us. Those coupons will be applied to your application whenever applicable.How do I see the details of my approved loan?The details of your loan will be disclosed to you before your confirmation on the application. Plus, you will also be able to view the details once the loan is approved.Why was my application rejected ?We take many factors into consideration when granting a loan. It's important to maintain your good credit history and ensure the information you provided is authentic and accurate. If you got a rejection, you're welcome to re-apply by updating your information properly.How can I increase my credit limit?Repayment as per agreement will be the most important factor to help increase your credit limit.What if my Emirates ID is expired?If your Emirates ID is or about to expire, your loan application won't be approved. Please upload your newest Emirates ID in PayBy wallet and re-apply.

5.  Loan Disbursement - How to receive money?
(Last updated on 2 March 2022)How can I receive money?Currently, we only disburse the loan to your UAE bank account. During application, your will be required to provide IBAN of your bank account so that your application can be complete.
If you have difficulty to find the IBAN of your bank account, you might check the bank account opening letter, bank statement, online banking or mobile banking application, or consult with your bank directly. You might also refer to the following link for the sample instruction: https://www.cashnow.ai/iban.htmlWhat is IBAN and where to find my IBAN?IBAN is the 23-digit bank account number which is used for bank transfers.
If you have difficulty to find the IBAN of your bank account, you might check the bank account opening letter, bank statement, online banking or mobile banking application, or consult with your bank directly. You might also refer to ths following link for the sample instruction: https://www.cashnow.ai/iban.htmlHow soon can I receive money?Normally, the amount will be transferred to your bank account in 24 hours. During weekend and official holidays, the transfer might be delayed due to non operation from banks. If you have any concern on loan delivery, please contact our customer service: help@cashnow.aiHow much will I receive?We emphasize the transparency of the transaction. Right before you confirm the loan application, you will be able to see how much amount you can receive once it is approved. Please be noted that the amount disbursed to you might be lower than original loan amount as a service charge will be deducted.IBAN has been used?An IBAN (bank account) cannot be used for disbursement if it is linked to another CashNow user. If you want to use this IBAN, it has to be removed from the current user.If you don't know why your IBAN was used by another person or cannot contact the person who used it, please prepare your Emirates ID, your bank statement showing your name and IBAN number, and send to our customer email address: help@cashnow.ai. We will contact you to help.How to remove IBAN?Click on Setting (top-right corner of CashNow homepage screen) and choose "My bank card" to manage the list of bank card.NOTICE: An IBAN cannot be removed if any outstanding loan is not yet settled.�

6. Repayment - How to repay my loan?
(Last updated on 2 March 2022)How to repay my loan?You have 3 options to make your repayment:
1. Online payment thru your bank card - please turn on CashNow application and proceed payment following the instruction directly (please be noted that a bank card number beginning with 533191 can't be used for repayment)
2. Cash repayment - please find NTPAY Kiosk (LINK TO PUT HERE) and recahrge your PayBy wallet, then make the payment thru PayBy.
3. Offline payment-we have official bank account for receiving money ,you can deposit money on ATM or transfer money to our account by mobile&online bank.here is our official bank account info:
Company42PAY LTDBANKAbu Dhabi Islamic Bank
CurrencyAED
Account number:18947939
IBAN NOAE17 0500 0000 0001 8947 939Can I make partial payment only?Yes. However, we strongly suggest you to make full payment to avoid any penalty and maintain your good credit record.NOTICE: Partial payment won't refrain you from any late charge and penalty.What will happen if I make a late payment?You will be charged late fee and/or penalty when you make a late payment. Serious late payment will impact your credit record adversely. If you really encounter challenge on your payment, please discuss with our collection advistor to arrange payment properly.�You can also contact us at 0509783342 to discuss your unsettled loan.What to do if I have financial difficulty to make a payment?First of all, keep in mind that the consequence you will face if you don't repay the loan, including but not limited to extra late fee and penalty charge, negative impact to your credit record, and more collection effort against you.
If you really don't have any solution to your debt, please contact us at 0509783342 to discuss your unsettled loan.

7. Account Info - How do I maintain my account?
 (Last updated on 2 March 2022)How to change my registered phone number?Changing of Mobile number can be completed through the PayBy app.What should I do if I lost my phone?We suggest that you go to carrier and get a replacement card with the same number and log in to CashNow with the same phone number.Can I use same number for CashNow and PayBy?Yes, you can use the same numbers.How do you protect my privacy data and information provided?All user data is managed in a database that is protected by industry-standard security techniques. Access to personally identifiable information is limited to only team members who need it for work. Data is fully encrypted during transit.
Please check our data privacy policy: https://api.payby.com/creditforvip/#/agreementPolicy

8. Contact US
(Last updated on 2 March 2022)How to contact us?For different purpose, please send email to following email address:
1. General inquiry (Customer Service) - help@cashnow.ai
2. Late repayment and financial difficulties (Collection) - collect@cashnow.ai