Truecaller Payments Support

Please read Frequently Asked Questions below, or email your question with details of your transaction to truecaller.payments@icicibank.com

What is Truecaller Payments?
Truecaller Pay let's users create their unique Virtual Payment Address (VPA) in the Truecaller app, and can instantly send or receive money using any Unified Payments Interface (UPI) supported bank. In addition, users can also do prepaid and postpaid recharges.

What payment options are available on Truecaller?
You can make payments from your linked bank accounts over UPI

Is Truecaller also now a wallet? Why should I use it?
With Truecaller Pay you can instantly send or receive money from any UPI-enabled bank A/c.

How fast is a transaction over Truecaller?
As fast as it can get! All payments over Truecaller complete within seconds as it is powered by UPI

What types of transactions can I do using Truecaller?
Truecaller currently allows UPI ID creation, person to person (P2P) payments via UPI, prepaid mobile recharge and postpaid mobile bill payments. Customers can also access their transaction history and see their bank account's balance via secured bank networks

What are the transaction limits in Truecaller?
The limits for Person-to-Person (P2P) Transfer is Rs. 1 lakh per transaction. Also, you cannot transfer more than a cumulative sum of Rs 1 lakh within any 24 hours. Similarly, you cannot do more than 20 fund-transfers within any 24 hours. For Mobile recharge, the limit is Rs 1500 per transaction and also, cumulative limit is Rs 1500 within any 24 hours

Do money transfer happen on Truecaller only during banking hours?
No. All payments are instant and 24/7, regardless of your bank's working hours!

What do I need to start using Truecaller Payments?
To access Truecaller Payments, you need a smartphone with internet access and an Indian mobile number. Apart from that, to enable your bank account over UPI (Unified Payments Interface), you also need an Indian Bank A/c which is active on UPI and registered against the same mobile number that you used to register on Truecaller Payments

Why does my mobile number with Truecaller Payments and the one registered with my bank account have to be the same?
This is a banking network (UPI) requirement. The mobile number which is used to register with Truecaller is used to match the bank accounts linked against it

Can I send money to anyone using Truecaller?
Through your UPI linked Bank A/c, you can send money to anyone who has linked his/her bank account to any UPI-enabled app (including Truecaller) by using their UPI ID

Do I need to be a customer of a particular bank (or ICICI) to use Truecaller Payments?
All the banks, which are currently live on UPI, have been listed on Truecaller Payments. If you hold an account in any one of these banks, you can sign up for Truecaller Payments via UPI

How do I access a record of all my historical transactions?
You can access your transaction history by navigating into Drawer > Payments> Transaction History

Is it secure using Truecaller for Payments?
Truecaller is very safe for payments. Every transaction requires you to enter your UPI PIN (or iMobile/Pockets PIN in case of ICICI account holders) . You should not share this PIN with anyone. In addition, Truecaller has a passcode for payments which deters unauthorized access

Can anyone see what payments I am making on Truecaller?
Only the Payment System Player (PSP), your own bank and the beneficiary's bank have access to the details of a particular transaction as governed by the UPI architecture. Since ICICI Bank is the PSP for Truecaller Payments, your transaction history, as a whole is safe within ICICI Bank's servers and is not shared with Truecaller or anyone else

About UPI

What is UPI?
"Unified Payment Interface" (UPI) enables all bank account holders(of banks participating in UPI) to send and receive money from their smartphones with a single identifier (the virtual payments address)– without entering any additional bank account information.UPI can also be used to pay merchants who accept UPI as a payment mode.

What is the advantage of UPI payments over wallets?
Numerous! The main advantage is that you don't have to block your money by loading it onto a wallet (except for wallet apps like Pockets which allow UPI fund transfers from bank account to bank account directly). Simply link your bank account and then you can make seamless payments without having to worry about topping up a wallet, wallet spend limits or not earning interest on your money.

Can I link multiple bank accounts with Truecaller?
Yes, you can add multiple bank accounts to the same UPI ID by navigating to the "Bank account" screen in the Payments Section

What is a UPI ID/ VPA?
"Virtual Payment Address" or UPI ID is an identifier (that takes a form of abc@ICICI wherein "abc" is a unique name that you can choose for yourself) that can be uniquely mapped to an individual account using a translation service.

How do I create a UPI ID?
You can create a UPI ID and link a bank account to it by navigating to "Create/Manage UPI ID" in the Payments Section. You will be asked to do a one-time SMS verification from the mobile number registered with your bank account.

How do I set a UPI ID as a default?
For an existing UPI ID, You can set your UPI ID as a default for all payments on Truecaller by navigating to "Create/Manage UPI ID" in Payments, choose an existing UPI ID and marking the default UPI ID consent checkbox. If you are creating a new UPI ID, you will be given an option to set it as default

I do not have a UPI UPI ID. How do I do a transaction on Truecaller?
You can create a new UPI ID by accessing the Create/Manage

Can I use my existing UPI IDs to do transactions on Truecaller?
You can use existing @icici UPI IDs to do transactions on Truecaller. If you don't have @icici UPI IDs, you can always choose to create one for your bank's account by accessing "Create UPI ID" in the Payments section.

Do I need to enable mobile banking on my bank account to use TC payments?
You need your mobile number registered with your bank and should be able to receive SMSs from your bank on this number, but your account need not be enabled for mobile banking to use Truecaller

Do I have to give Truecaller my bank account details?
No. As long as you use a mobile number which is registered to your bank account, Truecaller will pre-fetch the details from your bank. All this information exchange happens over secure banking networks and Truecaller doesn't store it. We will only store your UPI ID in your profile, with your prior consent during UPI ID set-up.

But how are you getting all my bank account information?
Do not panic. This is a feature of the UPI Payment platform (built by NPCI-an RBI regulated entity). The UPI Platform retrieves the account details linked with your mobile number in a masked manner-i.e. Truecaller can't see all the details. This exchange is done over secure banking networks and we don't store or ever use it.

Create UPI ID and activation

Why I am not able to create a UPI ID?
Please ensure that you are using the mobile number registered with your bank account for the purpose of SMS verification. If you are still facing the issue or your bank is not listed for UPI ID creation, please E-Mail us your Bank name, mobile number with issue description ( or share screenshot) to truecaller.payments@icicibank.com

I have a UPI ID created with my bank but I am not able to use.
Please use the same mobile number for SMS verification which you have used to create your UPI IDs. If you are still facing the issue, please E-Mail us your Bank name, mobile number with issue description ( or share screenshot) to truecaller.payments@icicibank.com

Customer can create maximum of 5 UPI ID.
There is no restriction for UPI ID creation

I have created and deleted a UPI ID but not able to create new with same address.
If you have deleted a UPI ID, you will be unable to use the same address for the next 2 years for new ID creation

How can I generate UPI ID?
Please navigate to Payments> Create UPI ID to generate a new UPI ID.

My mobile number is correctly updated in the account, but it is showing as no records fetched.
Please ensure that you use the same mobile number which is registered with your bank account for SMS verification. If still you are facing an issue, please E-Mail us with screenshot with your device and OS details to truecaller.payments@icicibank.com

While creating the UPI ID it shows an error as UPI ID not available
You will get this message when UPI ID you are trying to create is already created by someone else, in this case you need to choose a different UPI ID

While creating UPI ID what is the minimum and maximum characters has to be used.
You can create a UPI ID with the prefix having minimum 1 character and maximum 255 characters. You can only use alphanumeric characters and "." & "-" as special characters for the prefix.

Can I use special character in creating a UPI ID
You can use "." and "-" special characters only for your UPI ID

I am not able to activate after receiving SMS
Please ensure that your mobile data connection is ON and working perfectly during UPI ID creation flow.

I have not received the SMS to activate
Please retry SMS verification by going to Payments> Create UPI ID. If still facing issue, please send a screenshot to truecaller.payments@icicibank.com with your mobile number, handset and service provider details

Will I be charged for the SMS
SMS is chargeable and it depends upon your SMS plan

Can I activate through WIFI
Yes, you can activate through WIFI without using mobile data. However, you will still need the cellular network to be active for the purpose of sending SMS for activation

Can this service be used in all the platforms
Currently its available only for Android platform.

Sending Money

How can I send money to someone using UPI/ Truecaller payments?
Simply go to the Truecaller app and go to the Payment tab.

Are there any charges to send money through Truecaller payments?
No

Are there any limitations to send money through Truecaller?
The limits for Person-to-Person (P2P) Transfer is Rs. 1 lakh per transaction. Also, you cannot transfer more than a cumulative sum of Rs 1 lakh within any 24 hours. Similarly, you cannot do more than 20 fund-transfers within any 24 hours.

I have sent money to a friend who does not have Truecaller app, will she receive the money?
You can send money to any beneficiary provided he/she is registered with UPI and has a valid UPI ID linked to his/her bank account. The beneficiary need not have Truecaller app for receiving payments as the amount is directly credited to his/her bank account through her UPI ID

I did a transaction. My account was debited but the beneficiary's amount was not credited. What do I do?
Please raise a query through the "Report Issue" option in that partiuclar transaction's summary page.

I enetered wrong PIN while doing the transaction and it failed
Don't worry. Your money won't be debited if you enter the wrong PIN during a transaction. If you are using UPI PIN to do the transaction, please re-initiate the transaction and use the correct PIN. If you have forgotten your PIN, please use the "Reset PIN" option for the particular bank account by navigating to Payments> Bank Accounts. If you are an ICICI Customer and have forgotten your iMobile/Pockets PIN for using in Truecaller Payments, please use the "Reset Login PIN" option in the respective app

My transaction failed due to a technical reason (Response code ###)
If your money has been debited, please raise a query through the "Report Issue" option in that particular transaction's summary page. If your transaction has failed and no money has been debited from your account,please send us the description of your issue, response code, and screenshot of the error (if available) at truecaller.payments@icicibank.com

While doing transfer gets an error as UPI ID not available

Bene name is not reflecting correctly
Please ensure that you are entering the correct destination UPI ID for your beneficiary and we recommend you to verify it once through beneficiary

Getting an error as Limit exceeded, but no transfer done
"Please ensure the mobile number/UPI ID of the beneficiary is entered correctly and we recommend you to verify it once through beneficiary. Please do not proceed if Beneficiary Name is incorrect.

Can I transfer in decimals
Yes, you can transfer funds in decimal

Will I be charged for this service
No

Money got debited but the bene not received
Please raise a query by using the "Report Issue" option after navigating to the particular transaction's summary using History section

It is success while doing the transaction but credited back to the account
Please raise a query by using the "Report Issue" option after navigating to the particular transaction's summary using History section

Can I request for money to other UPI ID using this application ?
In the current version, we are supporting only send money flow.

Mobile recharge

Whats is the minimum and maximum amount which I can recharge
For Mobile recharge, the limit is Rs 1500 per transaction and also, cumulative limit is Rs 1500 per day

I am not able to see the service provider name for my state
If your telecom operator's name is not listed in the list shown for mobile recharge, please send us your mobile number, operator name to truecaller.payments@icicibank.com

I have recharged for 100 special topup but it got recharged with normal pack
Kindly confirm the benefit by referring to recharge plan for respective operator and circle. In case of incorrect benefit(s), please get in touch with the operator

What is the TAT for recharge
You will get a confirmation message from your operator after successful recharge. In case any failure, the amount will be credited back within 7 working days.

I have selected a wrong operator name and it is successful
Kindly confirm the benefit by referring to recharge plan for your operator and circle. In case of incorrect benefit(s) received, please get in touch with your operator

Can I know the recharge options for my service provider
Yes,use the "PLAN" option to see the prepaid recharge plans for your operator

Recharge Failed/Pending/ Processing

Unable to recharge/failing repeatedly
Please check that you are selecting the appropriate valid amount for the respecive operator. If number is ported, make sure that you select circle/operator manually

Amount deducted but recharge failed
If your recharge has failed and money has been debited, the amount will be credited back withing 7 working days

Status shows Pending/Processing but I want to cancel the recharge
You will get a confirmation message from your operator after successful recharge. In case any failure, the amount will be credited back within 7 working days. Currently, you cannot cancel the recharge once it has been initiated

Status shows Pending: When will I get the recharge?
You will get a confirmation message from your operator after successful recharge. In case any failure, the amount will be credited back within 7 working days

Recharge successful but service not received

Status shows success but still payment/recharge not received
In case of postpaid bill payment, it takes 3 days to be updated at the operator's end. In case of recharge, please verify the plan whether you have received a special recharge benefit or not. If not, then please write to us at truecaller.payments@icicibank.com

Wrong benefit received
Kindly confirm the benefit by referring to recharge plan for respective operator and circle. In case of incorrect benefit(s), please get in touch with the operator

Refund /Payment issue

Amount deducted but recharge failed
If your recharge has failed and money has been debited, the amount will be credited back withing 7 working days

Refund not received
If the payment is not reversed within 7 working days, we request you to send us a confirmation mail to truecaller.payments@icicibank.com with the following details- transaction amount, transaction date, transaction reference

Other issues

Recharged wrong number by mistake
Please contact your operator for further help

Transaction summary and history

Transaction completed successfully but not showing in my history
Please E-mail us a screenshot of your issue to truecaller.payments@icicibank.com

Amount debited from my bank account but not received any confirmation message
Please raise a query by using the "Report Issue" option in the transaction summary for the particular transaction

Recently completed transactions not reflecting in my history
Please E-mail us a screenshot of your issue to truecaller.payments@icicibank.com with the following details: mobile number, UPI ID, Bank name, Date of transaction

I am not able to view the transaction which I have done yesterday
Please E-mail us a screenshot of your issue to truecaller.payments@icicibank.com with the following details: mobile number, UPI ID, Bank name, Date of transaction

Will it show UPI ID address and transaction amount in History ?
Yes, you can view the beneficiary UPI ID, the transaction amount as well as status by navigating to Payments> Transaction history

Can I get the complete transactions which I have done to UPI ID accounts
In Truecaller, you can only access the transactions done via Truecaller Payments

Can I get a statement of funds transfer to a particular UPI ID
You can access your transaction history

Do I have any option to email or attach or share the receipt of completed transaction
For customer support in case of failures and queries, an "Email Support" option is provided at each transaction's summary page

PIN Related FAQs

What is a UPI PIN?
"UPI PIN (Unified Payment Interface) is a 4-6 digit secret code issued by your bank when you sign up for mobile banking. This UPI PIN is used to authenticate all fund transfers made via mobile banking over the IMPS or UPI platform. In the Truecaller app, you have to enter this UPI PIN to authorize all bank transactions provided you are not an ICICI Bank Customer. ICICI customers have the facility to use the same PIN for Truecaller transactions which they use for Logging into iMobile application of Pockets Wallet
If you have already set up an UPI PIN to enable mobile banking with your bank, you can use the same on Truecaller. (Note: ICICI Bank issued MPIN is different from the UPI PIN; ICICI a/c holders, please use your iMobile or Pockets PIN only as asked at the time of transactions on Truecaller)
Note: Please keep this UPI PIN a secret and do not share it with anyone. Truecaller does not store or read your UPI PIN details and customer support will never ask for it.

What is iMobile/ Pockets MPIN?
ICICI Mobile Banking (iMobile) and Pockets wallet users have the convenience to remember only one PIN for UPI transactions as well as for accessing iMobile/Pockets respectively. Pockets PIN is the 4-digit PIN which you use to Login into Pockets Wallet application. For ICICI account holders, iMobile PIN is the 4-digit PIN which you use to Login into iMobile app. Customers will be asked iMobile PIN to authenticate the transaction done via Truecaller if iMobile is activated on the customer's device. Similarly, customer having Pockets only activated on their device will be asked to authenticate the transactions on Truecaller using his/her Pockets PIN.

Is the UPI PIN/iMobile MPIN/Pockets MPIN different from Truecaler's passcode?
Yes, Truecaller Passcode is an added security factor in the payments section of Truecaller for deterring unauthorized access

I am an ICICI Customer but I have not installed iMobile or Pockets in my device. Do I need to set a UPI PIN for my account?
No. After verifying your identity through ICICI Debit Card Grid Card values challenge, you will be asked to set the iMobile PIN. You will be asked that iMobile PIN every time you do a transaction on Truecaller through that ICICI Bank account

How do I change my UPI PIN?
You can change the UPI PIN for a bank account linked to a UPI ID by navigating to the bank account

What happens if I change my iMobile/Pockets PIN?
If you are an ICICI Customer and change your iMobile/Pockets PIN, you will have to use the changed PIN for transactions on Truecaller

I have forgotten my UPI PIN/iMobile PIN/ Pockets PIN. Please help!
To reset your UPI PIN for a bank account, use the "Reset PIN" option by navigating to Payments>Bank Accounts>"Reset UPI PIN" for the particular bank account. If you are an ICICI Customer and have forgotten your iMobile/Pockets PIN for using in Truecaller Payments, please use the "Reset Login PIN" option in the respective app

My UPI PIN which was set through my bank earlier is not working on Truecaller.

What happens if I enter a wrong PIN during a transaction?
Your money won't be debited if you enter the wrong PIN during a transaction. If you are using UPI PIN to do the transaction, please re-initiate the transaction and use the correct PIN. If you have forgotten your PIN, please use the "Reset PIN" option for the particular bank account by navigating to Payments> Bank Accounts. If you are an ICICI Customer and have forgotten your iMobile/Pockets PIN for using in Truecaller Payments, please use the "Reset Login PIN" option in the respective app

Security

How safe is Truecaller Payments?
Truecaller is very safe for payments. Every transaction requires you to enter your UPI PIN (or iMobile/Pockets PIN in case of ICICI account holders) . You should not share this PIN with anyone. In addition, Truecaller has a passcode for payments which deters unauthorized access. Truecaller will not park any money or handle sensitive data such as account details, credit/debit card information of its users.

You don’t seem to require my internet banking password/OTPs etc. How do you assure me that Truecaller is secure for payments?
Truecaller uses your mobile number and your secret UPI PIN (or iMobile/Pockets PIN in case of ICICI account holders) to uniquely identify and authorize each of your transactions. This makes our system absolutely robust and secure.