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

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

3. What's PayBy's commercial model?
Please contact sales for a discussion.
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4. What are the qualification requirements for PayBy merchants?
‍The qualification requirements for merchants are business name, commercial activities, Commercial License, the owner's ID card/passport, contact name, contact mobile number and contact email, MOA and merchant agreement.
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5. 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.support@payby.com on a company letterhead officially stamped.

​6. How long is the approval process, and where can I track the status?
We will review and approve your application within 1-2 business days for ECOM users and 1 extra day for POS Users for deployment. We will notify you via SMS. You can also track the application progress on the merchant portal. Use the mobile number upon registration.

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

8. 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.​

‍9. Where can I see my agreement with PayBy?
Before applying for a PayBy merchant account, you can find the agreement on the merchant application page, click [PayBy Merchant Agreement] to read and download the agreement. After 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 a separate agreement.
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‍10. How does a merchant activate PayBy service for sub-merchants?
If you want to activate sub-merchants, please contact merchant.support@payby.com for help.

11. How do I sign up as a PayBy merchant?
- 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.)
- Fill in the merchant information, upload the documents and click [CREATE].
- 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.

12. What documents and information are required during the registration process?
New registration process will only require the following:
1. Trade Licence
2. Emirates ID of Owner and Authorized Signatory
3. MOA/AOA (Exempted for freelancers and other identified categories)
4. Merchant Onboarding Form duly executed by identified Owner/Authorized Signatory, clearly indicating Name, Email and Mobile number of Authorized Signatory.

Per Compliance, if the signatory insists on a third party (not mentioned in the trade license, MoA, or other documentation) signing the account opening form, then we require a PoA or authorization letter for that document to have legal standing.

With the above, and subject to simplified due diligence (under CBUAE’s beneficial ownership rules), the MID is created and the wallet is activated with a daily limit of AED 6,000.

If the customer is asking for a higher limit, then we monitor the transaction of the merchant for 1-2 months and give him a limit of AED 10,000. This entails the submission of additional documents.
1. Company Trade License (For re-verification)
2. Emirates ID copies of partners and managers (For re-verification)
3. Memorandum of Association (For re-verification)
4. 3 - Month company bank statements.
5. On boarding Form (For re-verification)

If the merchant is ready to provide all the above-mentioned documents at the start of onboarding: (Enhanced Due Diligence) we can onboard them with a limit of AED 10,000 per transaction / AED 20,000 per card / AED 10,0000 per card/Monthly.
1. Trade Licence
2. Emirates ID of Owner and Authorized Signatory
3. MOA/AOA (Exempted for freelancers and other identified categories)
4. Merchant Onboarding Form duly executed by identified Owner/Authorized Signatory, clearly indicating Name, Email and Mobile number of Authorized Signatory.
5. 3 - Month company bank statements
6. Proof of address
a. Bank statement
b. Tenancy contract (Ejari)
c. Dewa / Utility
7. VAT Certificate (If Available)

PRODUCTS

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]. Or contact merchant.support@payby.com

6. Will I be charged for Smart Devices?
(Each application for Smart Devices will be evaluated. Please contact bd@payby.com for more details. You will be charged AED800 per POS.  We also charge a commission of 2.5% + AED1 (domestic) and 2.8% +AED1 (international). Email merchant.support@payby.com to negotiate rates based on merchant business volume.

PAYMENT GATEWAY / SMART CODE / PAYLINK / INVOICE PAY

1. Who can apply?
Any merchants that have a website with a checkout page can apply for a payment gateway.

‍​2. How do I apply?
‍Sign in to the merchant portal and apply for basic Payment Gateway. Or contact merchant.support@payby.com.

‍​3. Will I be charged?
No, there are no fees associated with the use of the payment gateway other than the MDR. (Refer to question number # 3 in the onboarding section of the FAQs to know the MDR specifics)

​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 transaction (TRN) from Management → Merchant Management → Edit TRN and it will be reviewed by the 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 a question with the amount, please contact merchant.support@payby.com.​

6. Is there a fee to settle funds in 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. 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 a daily reserve amount. Enter the password and click [SUBMIT].

8. 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.

9. Which settlement currencies does PayBy support?
We support AED and USD for now. More currencies will be supported soon.

10. How can we settle in USD?
Please contact bd@payby.com to apply for USD settlement.​

11. What is the Settlement cycle?
By default, transactions are funded by PayBy to your Merchant Account's balance in real-time. Settlement to a bank account Every 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 hours Mon. Sat. 8:30-17:00 For 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. 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.

TAX INV​OICE
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1. What is a PayBy tax invoice?
PayBy tax invoice is a tax certificate of the service fee you have paid to PayBy, it's automatically generated monthly. 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.​

2. 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.

‍​3. 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.

‍​4. How to modify the TRN?
Go to [Settings] - [Basic Information] Click Edit TRN Click 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.

​5. 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 modified Go to the Tax Invoice page, click the pen icon to confirm the information, and the tax invoice will be updated.
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REFUNDS
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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 the merchant portal. Please note if you want to refund for the order created on Smart POS, you can also find the refund function and initiate a 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. What's the response after a refund request is initiated?
Please refer to the API Documentation on the 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, before you get the result of a successful refund, 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?
There are two ways to view your refund history:
a. View from the original order:
Go to [Transaction] - [Fiat], find the original order, click [View]Click [Refund History]

b. View from Refunds:
Go to [Transaction] - [Fiat] - [Refunds], find the refund order, click on the eye icon..

​7. How to get a refund?
Refund process:
Please note that a refund request submitted by a financial account should be authorized by another financial account or the admin account.
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8. How to submit a refund request?
a. Login into PayBy portal
b. Go to Transaction → Fiat, find the order to refund, then click Refund
c. Enter the amount to refund, click NEXT
d. Enter the password, click NEXT The refund request is submitted.

9. How to authorize a refund request?
a. Go to Settings → Authorizations
b. Click My Authorization, find the refund request, click Detail to view the refund detail, click Authorize to authorize
c. Select Authorize, enter the reason, and click SUBMIT The refund request is authorized.

‍​10. Will I be charged for a refund?
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.

‍​11. Is an order from one year ago refundable?
No. Please note that PayBy only allows merchants to request refunds for orders that have been successfully paid within 100 days.

​12. Can an order be partially refunded?
Yes, an order can be partially refunded. There is no limit to the number of times an order can be refunded.

‍​13. How long does it take to receive the refund?
‍If the user pays via PayBy account balance, you can expect an instant refund. Refunds for those who pay via bank cards will differ from bank to bank, normally within 7 business days.

ACCOUNT RELATED
‍
1. How to change my registered phone number?
Email merchant.support@payby.com with your current phone number and the number you want to update to.

2. What should I do if I lose my phone?
As your payment password will be verified when login the account and settle the payment, please don't 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 for the first time.

‍​3. What happens if my KYC documents expire?
We stop providing our services until we receive the updated KYC documents.

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.
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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.

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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.
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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.
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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.

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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.

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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.
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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.
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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.​
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‍
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. 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

4. 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@payby.com
2. Late repayment and financial difficulties (Collection) - help@payby.com