FAQs

  • What is m-pesaTM?

    m-pesaTM is an innovative mobile money digital wallet, which gives you the "power of money" on your mobile phone. It transforms your existing mobile phone into a bank account and gives you the freedom to transact and stay in control 24x7. This service is brought to you by the world's largest telecom service provider, Vodafone jointly with ICICI Bank Ltd.

  • What can I do with m-pesaTM?

    Deposit money

    Send money to any mobile number

    Send money to any bank account

    Prepaid Recharge

    Postpaid bill payments

    DTH Recharge

    Utility Payments

    Merchant Payment

    Withdraw money

  • Steps to do different types of transactions on m-pesa
    Types of Transaction Using*400# By Mobile App By Web Portal (www.mpesa.in)
    Person to Person - Money Transfer 1. Dial *400#
    2. Choose Option 1 (Send Money)
    3. Choose Option 2 (Send money To Mobile)
    4. Enter Payee Mobile Number
    5. Enter Amount
    6. Enter Payee Nick Name
    7. Enter your PIN and confirm
    1. On Home Page, click on Transfer to Mobile
    2. Select Transfer to Mobile
    3. Enter Beneficiary Mobile number
    4. Enter Amount
    5. Enter Beneficiary Nick Name
    6. Enter PIN
    7. Click Transfer
    1. Log in to www.mpesa.in
    2. Under Services tab, select Send Money
    3. Select the Transaction Type - Send money to Mobile Number
    4. Select Beneficiary - For new beneficiary select To any other Beneficiary & for existing beneficiary select Send Money to existing Beneficiary
    5. For new beneficiary, Add Beneficiary Name, Mobile Number & Nick Name
    6. Enter Amount & click Submit
    Person to Bank - Money Transfer 1. Dial *400#
    2. Choose Option 1 (Send Money)
    3. Choose Option 1 (Send Money To Bank)
    4. Select Bank Name
    5. Enter Payee Name (as per bank records)
    6. Enter Payee Bank Account Number
    7. Enter Amount
    8. Enter Payee Nick Name
    9. Enter PIN and confirm
    1. On Home Page, click on Transfer to Bank
    2. Select Bank
    3. Enter Beneficiary Name and Mobile Number
    4. Enter the Bank Account Number
    5. Re-enter Bank Account Number to confirm
    6. Enter Amount
    7. Enter the Nick Name, followed by PIN
    8. Click Transfer
    1. Log in to www.mpesa.in
    2. Under Services tab, Choose Send Money
    3. Select the Transaction Type - Send money to Bank Account
    4. Enter Beneficiary Name & Mobile Number
    5. Select Bank and enter the IFSC code, Bank Account number
    6. Re-enter Bank Account Number to confirm, Enter Nick Name
    7. Enter Amount & click Submit
    8. Enter PIN & click Submit
    Prepaid Recharge - Self 1. Dial *400#
    2. Choose Option 2 (Mobile/Data/DTH Recharge)
    3. Choose Option 2 Prepaid Recharge - Others
    4. Choose Option 1 (for New number) or Other numbers for previously done recharges.
    5. Select Operator, (e.g. Vodafone)
    6. Enter Mobile Number
    7. Enter Amount
    8. Enter Nick Name
    9. Enter PIN and confirm
    1. On Home Page, click on Recharge
    2. Enter Mobile Number
    3. Enter Amount or you can Browse Recharge Packs
    4. Enter the Nick Name, followed by PIN
    5. Click Recharge
    1. Log in to www.mpesa.in
    2. Under Services tab, Choose Recharge > Pre-Paid Recharge
    3. Select Beneficiary - For new beneficiary select Recharge to any other Beneficiary & for existing beneficiary select Recharge to Existing Beneficiary
    4. Select an Operator - Vodafone
    5. Select Self
    6. Enter Nick Name
    7. Enter Amount & click Submit
    8. Enter PIN & click Submit
    Prepaid Recharge - Other 1. Dial *400#
    2. Choose Option 2 (Mobile/Data/DTH Recharge)
    3. Choose Option 2 Prepaid Recharge - Others
    4. Choose Option 1 (for New number) or Other numbers for previously done recharges.
    5. Select Operator, (e.g. Vodafone)
    6. Enter Mobile Number
    7. Enter Amount
    8. Enter Nick Name
    9. Enter PIN and confirm
    1. On Home Page, click on Recharge
    2. Enter Mobile Number
    3. Enter Amount or you can Browse Recharge Packs
    4. Enter the Nick Name, followed by PIN
    5. Click Recharge
    1. Log in to www.mpesa.in
    2. Under Services tab, Choose Recharge > Pre-Paid Recharge
    3. Select Beneficiary - For new beneficiary select Recharge to any other Beneficiary & for existing beneficiary select Recharge to Existing Beneficiary
    4. Operator - Vodafone or Other Telecom
    5. Select an Operator (e.g. Airtel, Idea)
    6. Enter Nick Name
    7. Enter Amount & click Submit
    8. Enter PIN & click Submit
    DTH Recharge 1. Dial *400#
    2. Choose Option 2 (Mobile/Data/DTH Recharge)
    3. Choose Option 3 (DTH)
    4. Choose Option 1 (for New subscriber ID) Or previously done recharges option.
    5. Select Operator (e.g. Airtel DTH)
    6. Enter subscriber ID
    7. Enter Amount
    8. Enter Nick Name
    9. Enter PIN and confirm
    1. On Home Page, click on Recharge
    2. Select DTH Recharge
    3. Enter Subscriber ID
    4. Select Operator (e.g. Airtel DTH)
    5. Enter Amount
    6. Enter the Nick Name, followed by PIN
    7. Click Recharge
    1. Log in to www.mpesa.in
    2. Under Services tab, Choose Recharge > DTH Recharge
    3. Select Beneficiary - For new beneficiary select Recharge to any other Beneficiary & for existing beneficiary select Recharge to Existing Beneficiary
    4. Select DTH Operator (e.g. Airtel DTH)
    5. Enter 10 digits Subscriber Number
    6. Enter Nick Name
    7. Enter Amount & click Submit
    8. Enter PIN & click Submit
    Vodafone Postpaid Bill payment (Only Self) 1. Dial *400#
    2. Choose Option 3 (Bill Payment)
    3. Choose Option 1 (Vodafone Postpaid (Self Mobile Number))
    4. Enter Amount
    5. Enter PIN and confirm
    1. On Home Page, click on Bill Payment
    2. In Postpaid Bill Tab - Enter Mobile Number
    3. Enter Amount
    4. Enter the Nick Name, followed by PIN
    5. Click Submit
    1. Log in to www.mpesa.in
    2. Under Services tab, Choose Bill Payment > Vodafone Postpaid
    3. Select Postpaid Bill Payment - For New Beneficiary or Existing Beneficiary
    4. Self\Other - Select Self
    5. Enter Nick Name
    6. Enter Amount & click Submit
    7. Enter PIN & click Submit
    Utility Bill Payment 1. Dial *400#
    2. Choose Option 3 (Bill Payment)
    3. Choose Option 3 (Electricity)
    4. Choose Option 1 (Search Biller and Pay)
    5. Enter State (any 3 character) e.g. Mum (for Mumbai)
    6. Choose Biller
    7. Enter Account ID
    8. Enter Biller Nick Name
    9. Enter PIN and confirm
    1. On Home Page, Click on Bill Payment
    2. In Utility Bills Tab - Select Biller Type - Electricity
    3. Select Biller - e.g. MSEDC Limited
    4. Enter Service Connection Number
    5. Enter Nick Name & click on Get Details
    6. Enter your PIN & Confirm & Pay
    1. Log in to www.mpesa.in
    2. Under Services tab, Choose Bill Payment > Tatkal Bill Payment
    3. Select Beneficiary - Existing Beneficiary or Any Other Beneficiary
    4. Select Region - e.g. Karnataka
    5. Select Category - Electricity
    6. Select Biller Name
    7. Enter Biller Nick Name
    8. Enter Account ID & click Next
    9. Enter PIN & click Insta Pay
    Withdraw (only for Full KYC Customers) 1. Dial *400#
    2. Choose Option 6 (Take Cash)
    3. Enter Agent Code
    4. Enter Amount
    5. Enter PIN and confirm
    1. On Home Page, click on Withdraw
    2. Enter Agent Number
    3. Enter Amount
    4. Enter PIN & click Pay
    5. Confirm
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  • Who is eligible to hold an m-pesaTM account?

    Any Prepaid or Postpaid mobile customer above the age of 18 years is eligible to hold an m-pesaTM account.

  • How do i get started with m-pesaTM?

    Step 1 - Register on m-pesa

    Step 2 - Deposit e-money into the m-pesa account

    Step 3 - Activate the m-pesa account with the Start Key

    Step 4 - Transact

  • What are the modes/channels to register on m-pesaTM?

    Vodafone Users

    m-pesaTM Mobile App

    www.mpesa.in

    USSD

    m-pesaTM Call Centre (55400)

    m-pesaTM Agent Outlet

    Non-Vodafone Users

    m-pesaTM Mobile App

    www.mpesa.in

    m-pesaTM Agent Outlet

  • Are there any charges for opening an account with m-pesaTM?

    An activation fee is deducted when you change your Start Key. It is waived-off for self-registered Customers. Customers registered via an m-pesaTM Agent would be charged as per the below table depending upon the IP Amount paid.

    Initial Deposit Activation Fee
    0 – 298 Rs.75
    299 – 999 Rs.25
    >= 1000 Rs.0
  • What is a Start Key?

    The Start Key is a 4 digit numeric, onetime PIN issued when your m-pesaTM account is registered so that you can activate your account to transact.

  • Am I required to maintain a minimum balance for my m-pesaTM account?

    No, you do not have to maintain any minimum balance for your m-pesaTM account.

  • What documents are required for account opening?

    Documents are not required to open a Min KYC m-pesa account. However, for a m-pesa account with enhanced limits, you will have to submit your POI / POA along with the Account Opening Form at your nearest m-pesa Agent.

    List of accepted KYC documents for Customer Individual:

    Sr.No. Document Accepted as
    1 Passport POI & POA
    2 Driving license * POI & POA
    3 Permanent Account Number (PAN) Card POI only
    4 Voter’s Identity Card issued by Election Commission of India POI & POA
    5 Job card issued by NREGA POI & POA
    6 Aadhaar letter - Unique Identification Authority of India containing details of name, address and Aadhaar number POI & POA
    7 Identity Cards with applicants photograph issued by Central/State Government Departments, Statutory/Regulatory authorities, Public Sector Undertakings, Scheduled Commercial Banks and Public Financial Institutions Wherever identity and address both are available then the same can be treated as POI as well as POA. In case the document only provides information on identity of individual then the same will be considered as ‘POI’ only.
    8 Letter issued by a gazetted officer with a duly attested photograph of the person Wherever identity and address both are available then the same can be treated as POI as well as POA. In case the document only provides information on identity of individual then the same will be considered as ‘POI’ only.

    *Driving Licence issued by Maharashtra Regional Transport Office or any Driving License bearing exclusive disclaimer for not using the Driver’s License as residence proof, in such cases Driving License will not be considered as POA.

    Note: POI – Proof of Identity / POA – Proof of Address

    You can also instantly enhance your account limits by linking your Aadhaar number (EKYC) with your m-pesa account. For more details, contact any Vodafone Store or our Customer Care at 55400 from your Vodafone mobile number (Toll Free) or dial 1800 123 55400 from other operators (Toll Free).

  • Can I have more than one m-pesaTM account?

    No, you can have only one m-pesaTM account.

  • Who is an m-pesaTM agent and what does he do?

    An m-pesaTM agent is an authorized person who can provide information on m-pesa and help with the following activities:

    Open an m-pesaTM account

    Deposit/withdraw cash from your m-pesaTM account

  • How will I know authenticity of the m-pesaTM agent?

    The m-pesaTM agent will have a 10 digit agency code which will be displayed at the outlet. Only if this code is valid will you be able to transact at the agent location. Also any exchange of physical cash for m-pesaTM should be done after receiving the confirmation SMS.

  • How can I find an m-pesaTM agent?

    To find your nearest m-pesaTM agent, you can follow the process given below:

    1. Visit the Locator tab given on the bottom of the Home Page of the App

    2. USSD:

    Dial *400# from your mobile phone, Select option 5 - My account, Select option 7, Enter a 6 digit postal pin code

    3. Locate Agent option on www.mpesa.in

    4. IVR:

    Dial 55400 from your Vodafone mobile number (Toll Free). Dial 1800 123 55400 from other operators (Toll Free).

  • Will I be able to use my m-pesaTM account on roaming?
    Access Channel National Roaming International Roaming
    USSD (*400#) (For Vodafone mobile users only) √ - only on Vodafone Network X
    www.mpesa.in
    Mobile App

    Note: Mobile App will work on International Roaming if the data connection is changed to roaming on the same number on which the m-pesaTM account is registered

  • Can I use m-pesaTM if my mobile number is suspended or expired or ported out?

    No, you will not be able to use m-pesaTM account if your mobile number is suspended or expired. However, the account balance will be given to you in the form of airtime or settled against your Postpaid bill, as the case may be.

  • Can I send money to a number not registered on m-pesa?

    To send money to any number not registered on m-pesa, your documents have to be verified and approved by ICICI Bank. For this, you will have to submit the acceptable documents for POI and POA to the nearest VF Store or m-pesa Agent. It takes 10 days from the date of document submission.

  • How safe is my money?

    The money stored in your m-pesaTM account is secured by a 4 digit m-pin which should be known only to you. Do not share your PIN with anyone. m-pesa will never ask for your PIN.

  • What happens, in case my Debit Card / Credit Card or Bank Account is debited and corresponding amount is not credited to my m-pesa Account, after doing Load Money?

    If the amount has been debited from your Debit Card / Credit Card or Bank Account and the corresponding amount is not credited to your m-pesa account, refunds are credited back to the respective Debit Card / Credit Card / Bank account within 5 working days.
    If the amount is not credited in your Debit Card / Credit Card / Bank account within this time frame, then we request you to check with your Bank.
    If bank is unable to share your refund status then please contact us at customercare.vmpl@vodafone.com along with your latest bank statement from the date of transaction.

  • Can someone withdraw on my behalf?

    No, the money cannot be withdrawn on your behalf as the withdrawal process is initiated by you on your handset.

  • Is there a time limit for the unregistered customer to withdraw the funds sent to him via m-pesaTM?

    Yes, the unregistered customer will have to withdraw money within 15 days from the date of transfer. In case the money is not withdrawn it will be credited back to the sender's account after deduction of applicable charges.

  • Do I need to have GPRS facility to use m-pesaTM?

    No, you do not need GPRS enabled phone to use m-pesaTM services via USSD.

  • What happens if an unregistered customer becomes registered post receiving a money voucher but before encashing it?

    The customer will be able to withdraw that money but with a charge.

  • Is there a simple way to access different services on *400# m-pesa menu?

    Yes, we do have short codes to access our popular services on *400# m-pesa menu. Please dial the short codes mentioned against the services, as below.

    Service Short Codes
    Send money to Bank *400*111#
    Send money to Mobile *400*222#
    Vodafone Postpaid *400*333#
    DTH Recharge *400*444#
    Adhoc Payment *400*555#
    Take Cash *400*666#
    VF Recharge (Self) *400*777#
    Bill Payment *400*888#
    Prepaid Recharge *400*999#
  • Definition of a Registered customer

    A registered m-pesaTM customer is one whose m-pesaTM account has been opened. An individual can open an m-pesa wallet by giving certain minimum details like name, mobile number, Date of birth, Mother's maiden name / email ID etc instantaneously and avail of a limit of Rs 10,000 per month for making payments/money transfers.
    A minimum KYC registered customer can Deposit cash, pay recharges, utility bill payment, etc, however, they cannot do any withdrawals or send money to an unregistered customer.
    A registered customer, whose application has been approved by Bank, can deposit, withdraw & transfer money using her/his m-pesaTM account to any mobile number in India.