Frequently Asked Questions

Why did my recharge not happen?



Sometimes, we face delay from the telecom networks and they do not respond within a few seconds. Paytm instantly begins trying to recharge your number. In such a scenario we keep trying for 2 hours repeatedly. In this time, if we get connectivity, your recharge is delivered. But if after trying for upto 2 hours, the recharge does not happen, we automatically refund your money. The only reason why at times your recharge does not happen is because the telecom networks do not always enjoy a very reliable connectivity.

How do I get the refund of the money I paid to recharge?



If after our retrying to process your order for upto 2 hours, you do not get your recharge in 2 hours, we will automatically refund your money into your Paytm Cash account for your later use. Please be assured that your money is kept safe by Paytm only to recharge. In a rare scenario if your money still does not appear in your Paytm account after 2 hours, please immediately write an email to care@paytm.comwith your order number. However, this is a very rare situation and your money will get refunded in your Paytm cash after 2 hours, should the recharge fail.

How does refund work on Paytm?



Your money gets refunded as Paytm Cash. This is your money available in your account for your next order. When your recharge order is not successful and we have tried repeatedly for upto 2 hours, we refund your money in Paytm cash. We thought of this because every other method of refunding your money, whether to your bank account or credit card account takes time. As soon as we refund your money into Paytm Cash, it is available for your use to recharge on Paytm the next time. Paytm cash is a simple and secure way to store your money at Paytm. However if you are still keen to transfer this refund to your bank or credit card account, all you need to do is go to your account and click on transfer to bank.

How do I use Paytm Cash to pay for my next Order?



If you have Paytm cash balance, we automatically use it to pay for your next order. It is this simple! You don’t have to do anything. If you have Paytm cash, on getting your next order on Paytm, we will automatically use this money. In such a case you will see a pre-checked check box on the payment mode screen saying “Use my Paytm cash”. This is just like any other mode you could have chosen – bank account, credit card, and so on. But if you have Paytm cash, we use it for you. It’s this simple! If the value of your order is greater than your Paytm cash balance, we will ask for the remainder amount to be paid from your bank.

How do I transfer Paytm cash to my Bank Account?



First of all we suggest you use your Paytm cash for your next order at Paytm.com. However, if you still would like us to transfer this money back to your bank or credit card account, please go to your order status in My account. In Your Paytm Cash statement you will see an icon that allows you to initiate transfer to bank. Please click on it to transfer the money to the bank for that particular order. Please remember that if you have multiple failed orders, you will have to request for every order separately, as there is no single button to transfer for all failed orders together.

How many days does it take for my bank to show Paytm cash transfer
into my bank or credit card account?



We instantly initiate the request to your bank to transfer your refund as soon as you initiate transfer. The bank gives us a reference code that we share with you through email. You could quote this reference code to check the status of this request with your bank. So Paytm sends your funds immediately to the bank upon your request. Now how long would the bank take to show this in your account differs from bank to bank. Some banks take a few weeks and some, even up to a month. Once the transfer is initiated, Paytm has no control over how many days it takes for the money to show up in your bank or credit card account. If you have lost the reference code needed to track your transaction with your bank, we can send it to you again on request. It is to avoid all this delay and inconvenience that we advise you to retain your unused funds in Paytm Cash and do any time transaction on Paytm.com.

Does Paytm cash expires?



Never! There is no expiry or validity on Paytm cash. If your Paytm cash has balance, it is kept only for you to shop on Paytm.com. You could either order a recharge using it or ask for it to be transferred to your bank account. Paytm cash does not cost you, neither does it go anywhere without your knowledge.

It’s been many days, and I have not got refund in my bank. What do I do?



Remember we had initiated your request instantly as soon as you asked for a transfer? We had also shared a reference code given by the bank with you? This meant that we had immediately moved your funds to the bank. So we suggest, you contact your bank quoting your reference code and ask them the reason for this delay. We have no control once the transfer is initiated, and only your bank can tell you what’s happening. We have seen banks taking from a few weeks to even a month to show these funds in your account. This is why we suggest that you keep your unused funds in Paytm cash. However, if you have initiated transfer and lost the reference code, we can immediately share it with you if you let us know. Please email us at care@paytm.com


Why is it a good idea to keep my money in Paytm cash?



Simply because this way you don’t have to go through the hassle of online transaction and process delays, and your money is available for your use on Paytm.com any time you need to recharge using Paytm from your smartphone or on the net. Paytm cash is a simple and secure way to store your money for later use on Paytm.com

How do I add money to my Paytm Cash?



You can add money to your Paytm Cash account through multiple online payment options like Net Banking, ATM Card, Debit Card and Credit Card. To add money to your Paytm Cash account, go to "My Account" and click on Paytm Cash. On this page, select the option "I want to add money to my Paytm Cash". On selecting this option, you will be asked to enter the amount that you want to add to Paytm Cash. Next, you need to select the payment option through which you would like to add money to Paytm Cash. Once your payment is successful, the amount will get instantly added to your Paytm Cash balance.
Paytm @ your service
Write to us at care@paytm.com for any customer support.
1. Why Paytm?
Because there is need of a very simple destination to buy recharge for mobile, DTH or Data cards. We thought someone need to offer a recharge service with tender love and care, thats why Paytm.
2. Do I have to pay extra charges for using Paytm?
All services except post-paid bill payments are free on Paytm. Post-paid bill payments are charged a convenience fee of Rs. 10 per transaction.
3. How can I recharge my mobile?
Step 1: Enter the mobile number, operator and recharge value

Step 2: Enter your Paytm password (or create a password if visiting for the first time)

Step 3: Select your payment method (Credit Card, Debit Card, Internet Banking, ATM Card)
4. I have Paytm PIN and your website is asking for Password. What to do?
You can use same Paytm PIN as Password. Now you can change your PIN to any alphanumeric password with any character length.
5. Can I use Paytm.com to recharge my friends' or relatives' prepaid mobile phones?
You can recharge any prepaid mobile number of all your friends and family using your Paytm username and password.
6. How long does it take for the mobile to get recharged through Paytm.com?
We provide instant mobile recharge on Paytm. In case your recharge fails because of a technical error at operator end, we try recharging your mobile for the next 2 hours. If even after 2 hours the error persists then we immediately initiate a refund for your transaction.
7. How will I get to know whether my recharge transaction was successful?
Moment you complete 3-steps for your mobile recharge on Paytm.com, you will get following information from our side:
  • Immediate response on your screen
  • Receipt on email from Paytm
  • SMS on your mobile from Paytm
  • SMS from your operator with recharge details
8. What if I do not receive any recharge from the mobile operator for my successful transaction on Paytm.com?
Usually you should get recharge details SMS from your operator within 30 seconds after completing recharge transaction. In case it takes more than 4 hours, please mail us at care@paytm.com.
9. I don’t remember my password. How do I proceed?
Don’t worry. Click on the link "Need help Signing in" to retrieve your forgotten password. You just need to enter your registered mobile number and we’ll send a secure link to your registered email address. Once you have clicked on the link, you will be able to create your new password.
10. Can I change my password later?
Yes, you can change your password by visiting the “Preferences” link from the myPaytm menu options.
11. How can I change my registered mobile number on Paytm?
You can change your registered mobile number by first signing in to your account by clicking on the My Account link on the top of the page. Once you have signed in, you need to click on "Profile" icon. On the "Profile" page, you will find a link to "change" your registered mobile number. Click on the link and enter your new mobile number. Once you have submitted your new number, you will receive a 6-digit numeric verification code on your new mobile number via sms. You just need to enter the verification code on the page and your registered mobile number will get automatically updated.
12. Why am I required to sign up on Paytm?
Signing up on paytm.com has many benefits:
  • You can view your transaction history anytime
  • You can download electronic receipts of all your transactions
  • You can avail great discounts & cashback offers from Paytm
13. I have registered multiple mobile numbers on Paytm. How do I merge them?
If you have registered more than one mobile numbers on Paytm then you can easily merge them into a single account. Let's assume that you have registered 2 mobile numbers on Paytm - X, Y and you want to merge X into Y. You need to first sign in to your X account by clicking on the My Account link on top of the page. Once you have signed in, you need to click on "Profile" icon. On the "Profile" page, you will find a link to "change" your registered mobile number. Click on the link and enter mobile number Y. Once you have submitted Y, you will receive a 6-digit numeric verification code on Y via sms. You just need to enter the verification code on the page and your account X will get merged into Y.
14. Whose mobile number should I enter while signing up on Paytm?
You should enter your own mobile number while signing in. If you are recharging for somebody else, then also you should enter your own mobile number. For security measures, we may send a security code as SMS to your registered mobile number which you need to enter on paytm.com to complete your transaction. It is therefore important that you enter your own mobile number.
15. Can I choose any password?
Yes, there are no restrictions on the choice of password. You can use numbers, alphabets and special characters. It is recommended that you choose a password which is atleast 3 characters long.
16. How do I delete my account on Paytm?
To delete your account on Paytm, you need to first sign in to your account by clicking on the My Account link on the top of the page. Once you have signed in, you need to click on "Profile" icon. On the "Profile" page, you will find a link to "delete" your registered mobile number. Click on the link and confirm to delete your account.
17. What is Paytm Cash?
Paytm Cash is your money stored securely in a wallet for your exclusive use on Paytm.com. Making a payment using Paytm Cash is extremely easy and doesn’t require you to enter any credit card details or net banking login/password. It is faster and more reliable than other payment options.
18. How can I get Paytm Cash?
You can get Paytm Cash in multiple ways:
  • Paytm launches certain promotions and offers from time to time which gives a user additional mone in his/her Paytm Cash balance.
  • Whenever you win any contest conducted by Paytm, your prize money will get added to your Paytm Cash balance.
  • If at anytime your recharge transaction on paytm.com fails, your money will automatically get added to your Paytm Cash balance for re-use.
19. How can I check my Paytm Cash balance?
You can check your Paytm Cash balance on visiting the myPaytm Transactions History page .
20. How do I add money to my Paytm Cash?
You can add money to your Paytm Cash account through multiple online payment options like Net Banking, ATM Card, Debit Card and Credit Card. To add money to your Paytm Cash account, go to "My Account" and click on Paytm Cash. On this page, select the option "I want to add money to my Paytm Cash". On selecting this option, you will be asked to enter the amount that you want to add to Paytm Cash. Next, you need to select the payment option through which you would like to add money to Paytm Cash. Once your payment is successful, the amount will get instantly added to your Paytm Cash balance.
21. Where can I use Paytm Cash?
You can use your Paytm Cash to buy recharge, coupons and all other products available on Paytm.com. You are completely free to decide how you wish to use your Paytm Cash – after all it is your money.
22. My recharge was successful, but I haven't yet received my recharge!
At Paytm, all recharge requests are processed immediately. If you do not receive any confirmation SMS from your mobile operator within 4 hours then please send a mail to care@paytm.com mentioning your order number. We’ll be happy to help you!
23. What if I do not have enough Paytm Cash balance to pay for my recharge?
Don’t worry, you can still use your Paytm Cash and pay the additional amount through credit/debit card or net banking. E.g. if you have a Paytm Cash balance of Rs.20 and wish to buy a recharge of Rs.100 then you can pay Rs.20 through Paytm Cash and the remaining Rs.80 through other payment options like credit/debit card and net banking.
24. Money got deducted but i have not received my recharge!
This could happen due to any of the following reasons:
  • Sometimes due to technical reasons, we might not receive a response from the bank for your payment request. As a result, we do not get to know the status of your payment transaction and hence assume it to be a failed payment. For such cases the recharge is not processed by us.
  • Sometimes the banks give us a response that your payment transaction has failed, even if the payment transaction was actually successful. For such cases the recharge is not processed by us as we assume it to be a failed payment.
  • Sometimes when we send a recharge request to the mobile operator, we receive a confirmation from the mobile operator that your recharge has been successfully processed, even though the recharge transaction had actually failed.
    • Whenever you face this issue that your money got deducted but you didn’t receive the recharge, just send your bank account's transaction confirmation snapshot (screen capture) to care@paytm.com with order number. We’ll either immediately process your recharge or initiate an instant refund for your transaction as per your preference.
25. Why did my recharge not happen?
Sometimes, we face delay from the telecom networks and they do not respond within a few seconds. Paytm instantly begins trying to recharge your number. In such a scenario we keep trying for 2 hours repeatedly. In this time, if we get connectivity, your recharge is delivered. But if after trying for upto 2 hours, the recharge does not happen, we automatically refund your money. The only reason why at times your recharge does not happen is because the telecom networks do not always enjoy a very reliable connectivity.
26. How can I get my previous Payment receipts on Paytm.com?
You can view & download payment receipts by clicking on My Account on Paytm.com.
27. Earlier my friend recharged my mobile number using Paytm. Now I want to recharge myself. What should I do?
You just need to register with Paytm and start recharging yours or your family & friend’s mobile number in 3 easy steps.
28. When I was doing the recharge on Paytm.com I got a response that my Recharge was unsuccessful. What does this mean?
Possible reasons for such an error could be:
  • Mobile operator's server was temporarily unavailable
  • Entered amount was not accepted by your mobile operator as a valid recharge value
  • We were unable to connect to the mobile operator's server due to a temporary network problem
In such cases please email us at care@paytm.com with your order no., you can find this order no. sent to you by email.
29. Why the recharge amount I entered is not accepted at Paytm.com?
Operator decides the valid recharge denomination circle wise and they keep changing it time to time. Talktime and special recharge value you get, depend entirely upon your operator.
30. How can I get to know the valid recharge denominations for my mobile operator?
While we make our best efforts to share with you valid Recharge Denominations for your operator/circle, if you are trying any particular recharge denomination for the first time then we recommend that you re-check the recharge denomination from your mobile operator's website or call centre.
31. By mistake I entered a wrong mobile number while recharging. How can I get my money back?
Oh no! But nothing can be done now as your operator has processed your recharge request successfully.
32. I do not have a Credit Card. How can I make a payment on Paytm.com?
No problem, you can choose from the following payment options:
  • Debit Cards (MasterCard/VISA cards)
  • ATM-cum-Debit Cards (Maestro cards)
  • Internet Banking
  • Done Card
  • American Express Card
33. Is my Credit/Debit card information safe on your website?
Paytm is PCI DSS 1.2 certified and uses Verisign certified 128-bit encryption technology. Millions of users transact on Paytm's secure payment platform every month. You can therefore be assured that making online transactions with us is completely safe.
34. What is PCI DSS and Verisign certificate?
PCI DSS 1.2 security norms have been laid down by payment card industry leaders like MasterCard, VISA, Discover and Amex and Verisign certified 128-bit encryption technology ensures that any information you enter when transacting on Paytm.com is sent in a Secure Socket Layer (SSL) session and is encrypted to protect you against unintentional disclosure to third parties.
35. When I was doing the recharge on Paytm.com I got a response that my Payment failed. What does this mean?
This means that the payment request was declined by the Bank. Possible reasons for Credit/Debit card payment failure could be:
  • You entered an incorrect Credit/Debit card number
  • You entered an incorrect Expirty date
  • You entered an incorrect CVV number
  • You entered an incorrect 3D Secure password
  • You have exceeded the credit limit of your card
  • You card has been blocked by the bank
  • We were unable to connect to the Bank's server due to network issues
For Internet Banking/Net Banking possible reasons could be:
  • You entered incorrect internet banking login/password
  • Your bank account does not have sufficient balance
  • You accidentally cancelled the internet banking transaction
Whatever be the reason for the error, one thing you can be assured of is that no money will be charged to your Credit/Debit card or Bank account.
36. What is "Verified by Visa" or VBV?
It is an additional protection offered by Visa in conjunction with your credit card issuing bank. VBV protects your Visa card with a VBV password (also referred to as the 3Dsecure password) that's been created by you and provides the added assurance that only you can use your Visa card online.

Simply register your Card and choose a 3D Secure PIN. This 3D Secure PIN will be required whenever you use your Card to make Internet purchases. It prevents unauthorized usage of your Card on the Internet, giving you more confidence about making secure purchases online.
37. What is "MasterCard SecureCode"?
MasterCard Secure Code is a service offered by Banks in partnership with MasterCard. This service provides a way to PIN-protect your card usage on the Internet.

Simply register your card and choose a 3D Secure PIN. This 3D Secure PIN will be required whenever you use your card to make Internet purchases. The requirement of your 3D Secure PIN prevents unauthorized usage of your card on the Internet, giving you more confidence about making secure purchases online.
38. What are the Internet Banking options on Paytm.com?
We offer following 25 Net banking options on Paytm.com:
ICICI Bank, HDFC Bank, State Bank of India, Axis Bank, Citibank, State Bank of Hyderabad, IDBI Bank, Bank of India, Union Bank, Bank of Baroda, Federal Bank, Corporation Bank, Oriental Bank of Commerce, Karnataka Bank, Bank of Rajasthan, Allahabad Bank, Deutsche Bank, Dhanalaxmi Bank, Indian Overseas Bank, Kotak Mahindra Bank, South Indian Bank, Standard Chartered Bank, Vijaya Bank, Yes Bank and J&K Bank.
And more to add very soon.
39. How to use Net Banking/Internet Banking?
  • Select your bank and you’ll be redirected to your bank’ secure internet banking website.
  • Enter your banking username and password.
  • Confirm payment and you will be redirected back to paytm.com
40. Why do I see the name "TIMES OF MONEY" or "Tech Process" or "Bill Junction" or “CCAvenue” in my bank account statement when I pay by Internet Banking on Paytm.com?
Don't worry -that's us. All these are vendors which provide online payment services to ecommerce portals. We have partnered with them to offer you the Internet Banking payment option on Paytm.com. They debit your account on our behalf when you make a payment at Paytm.com.
41. I have switched my operator through MNP. How can I now get a recharge done?
Step 1: Enter the mobile number,
Step 2: Select your current operator (if it’s showing your previous operator)
Step 3: Enter recharge value
Step 4: Enter your Paytm password (or create a password if visiting for the first time)
Step 5: Select your payment method (Credit Card, Debit Card, Internet Banking)
42. My bank is not in your Net Banking list. How do I pay for my recharge?
We have other options on Paytm to make payments other than Net Banking like:
  • Credit Cards (MasterCard/VISA cards)
  • Debit Cards (MasterCard/VISA cards)
  • ATM-cum-Debit Cards (Maestro cards)
  • Done Card
  • American Express Card
We are in the process of adding new banks to our Net Banking list and will keep you informed of every new addition.
43. Do you offer free coupons?
Of course! Paytm constantly offers exciting coupons that give you great discounts on a wide range of sites and products. For every successful recharge on paytm.com we deliver these coupons by email on your registered email id on paytm.com. click Here to check latest offers on paytm.com.
44. Why there is no net banking option in WAP site?
Currently, banks do not support net banking through WAP gateway.
45. Can I pay my post paid bill through Paytm?
Currently you can’t but we will soon launch this service on Paytm.com!
46. What is OTP (One Time Password)?
One Time Password (OTP) has been introduced as an additional security feature & it is made mandatory by the Reserve Bank of India (RBI). OTP is intended to reduce the possibility of fraudulent transactions and would safeguard the customer. OTP is a six digit numeric code sent to the mobile number / e-mail ID registered with your Bank and you need to create OTP every time for any debit card/ credit card transaction that you do on IVR, WAP or mobile application.
47.How to get OTP?
Below are the ways to get OTP bank wise:

HDFC Bank Send an SMS 'PWD <last 4-digits of HDFC Card Number>' to 9717465555 from your registered mobile. Or Contact your customer care/visit website www.hdfcbank.com
ICICI Bank Send an SMS 'IOTP <last 4-digits of ICICI Card Number>' to 5676766 from your registered mobile. Or Contact your customer care/visit website www.icicibank.com
SBI Bank Send an SMS 'OTP <last 4-digits of SBI Card Number>' to 5676791 from your registered mobile. Or Contact your customer care/visit website www.sbicard.com
CITI Bank Send an SMS 'OTP <last 4-digits of Citibank Card Number>' to 9880752484 from your registered mobile. Or Contact your customer care/visit website www.citibank.co.in
HSBC Bank
  • Log on to www.hsbc.co.in and click on the Secure Pay link on the left.
  • On this page, click 'Register this card' under IVR service channel.
  • Enter a 6 digit IVR transaction password of your choice and Confirm.
Andhra Bank To generate OTP send an SMS 'ANDB <last 4-digits of Andhra Bank Card Number >' to  09212738927 or 5676798 from your registered mobile
Bank of Baroda To generate OTP send an SMS 'BOBC <last 4-digits of Bank of Baroda Card Number >' to  09212738927 or 5676798 from your registered mobile
Axis Bank To generate your Pre-OTP, SMS AXIS <Last 4 digits of card number > to 5676798 or +919212738927.
Deutsche Bank To generate OTP  send OTPC <last 4 digits of your credit card number > <your Date of Birth in DDMMYY format (without any spaces) > to 561615 as follows.
Standard Charted Bank To generate OTP visit www.standardchartered.co.in and Click on ‘OTP Generation for IVR transactions’ link under Credit Cards menu.
Other Banks Please contact your customer care or visit your bank’s website to know how to generate OTP for your card
48. I've a question that isn't answered on this page. What do I do now?
Please email us your query at care@paytm.com. We will revert to your email as soon as we can.
49. What is Promo Code? How can I get one?
Promo code is a kind of Paytm coupon that entitles you for additional value / discounts / cash backs. Customers, who have a promocode, can get discounts by entering promocode on the payment mode screen. From time to time we run campaigns / contest for our loyal customers to get these promo codes. You can follow us on Twitter and Facebook to get updates about latest campaigns/contests.
Tip : like our facebook page or follow us on twitter to get a promo code.
50. I got zero talktime or less than expected talktime!
The talktime that you receive after doing a recharge on paytm.com is defined by the mobile operator and we have no control over it. Different recharge values give different amounts of talktime. Sometimes, the recharge value the recharge value that you enter could be a special recharge that might give you free sms, free data usage or reduced call rate without giving you any talktime. It is recommended that for all such cases, you may check directly with your mobile operator’s customer care.
51. Who can recharge on SMS?
Any user who:
  • is registered on Paytm.com
  • has Paytm Cash balance
  • has enabled SMS recharge facility for his/her Paytm account (registered mobile number)
52. I am not registered on Paytm.com. What do I do?
It’s never too late.Click here to register on Paytm.com. It’s fast and easy.
53. I do not have any Paytm Cash balance. What do I do?
No worries, you can add money to your Paytm Cash by making an online payment using your credit card, debit card or net banking account. You will see the option of "Add money to Paytm Cash" once you login to "My Account".
54. How do I enable SMS recharge facility for my Paytm account?
It’s easy, you can enable this facility for your mobile by visiting the "Profile" page in "My Account". Click here to enable SMS recharge facility.
55. Can I recharge any mobile number on SMS?
As of now, you can recharge only your registered mobile number through SMS. If you want to recharge any other mobile number then you need to separately register that mobile number on Paytm. After you have registered the mobile, you will need to add money to your Paytm Cash and also enable the SMS recharge facility for your account. Refer above on how to add money to Paytm Cash and how to enable recharge on SMS for your Paytm account.
56. Can I recharge with any amount on SMS?
You can recharge with any amount less than Rs.2001. For Airtel, you can recharge with only Rs.50, 100, 200, 300, 333, 444, 500 and 1000.