Frequently Asked Questions

Frequently Asked Questions

ABOUT EWIRE

What is Ewire?

Ewire Softtech Private Limited, is an ISO 9001:2015 & CRISIL certified leading Fintech in India. We have a service-oriented cloud agnostic NextGen digital banking and payment platform and our solutions are focused in the areas of Credit, Debit, ATM and Commercial cards, including transaction processing and customer service delivery channels. Apart from digital payment solutions, we also have developed our own standalone versatile QR Code platform, which can be deployed for both commercial and government requirements in every sector, vertical and in every segment for multiple uses. Also, we are present with a portfolio of products & services in Payment Gateway & Transaction settlement solution, Core banking solution, IOT and Block-chain oriented solutions.

Where can I use Ewire App?

All the digital payments like

  • ○ Send & collect money.
  • ○ Utility Bill payments.
  • ○ Online purchases.
  • ○ Donation & Contribution collections.
  • ○ Booking tickets or Mobile recharging.
  • ○ Scan a QR to make quick payments.
In how many languages is Ewire Available?

At present Ewire is available only in ENGLISH (UK).

What are the benifits of Ewire Wallet?

Ewire Wallet is a smart new way to pay:

  • Safety:- Your Ewire Wallet is secure with a secret password and MPIN. Your MPIN will work as a security password just like an ATM pin, when you want to open Ewire app you will have to provide your MPIN for authorization to open the app.
  • Flexible:- We do not require you to maintain a minimum balance in your Ewire Wallet. Load money as you want, use money as you want. We just help you to manage it better and pay quicker & a little smarter.
  • Instant:- Ewire Wallet Money transfer is instant. Its available 24X7 to you at your convenience. Using Ewire Wallet various payments can be made from anywhere, at anytime to anyone in less than 5 seconds.
  • Smart:- Ewire Wallet money gives you exclusive value on Ewire Wallet payments. There are a lot of other offers with our merchant partners.
How safe and secure is Ewire wallet?

Ewire Wallet is secured using highest level of encryption. There are multiple layers of security implemented to protect the Ewire Wallet from any unauthorized access. There is no possibility that a Wallet may be hacked. Whenever you try to open Ewire app, you need to put a Personal Identification Number (MPIN) in your Ewire mobile application for authorization as an extra level of security.

How do I sign up for an Ewire wallet?

Signing up for an Ewire Wallet is free and extremely easy. You can opt to sign up in any of the following methods: Go to Google Play Store or App store to Download.Free Ewire Wallet mobile app for android sign up by filling the registration form.

If my transaction done through Ewire Wallet is not successful, is my money refunded?

Yes, your money will be refunded when your transaction fails while paying through Ewire Wallet. The money automatically gets refunded to your Ewire Wallet within a week. For full details on refunds, please refer to the Refund section in FAQ

How can I contact Ewire Wallet?

For any query, suggestion or help do reach out to us or contact us on Support at Ewire Wallet website or call at our Customer Care number by taping on the call tap mentioned in mobile app.

Why should I open a Wallet when I can use my debit card or credit card?

Ewire Wallet is safe and lets you do faster check out. Every time you transact through Ewire Wallet you need not furnish sensitive details of your credit and debit card. All you need to do is save your bank details on your My Profile page, load your Wallet through your preferred mode and make easy payments as you recharge, pay bills, transfer money or shop online.

Can I transfer funds to a phone number outside the country?

No, you can transfer funds only to phone numbers registered within India.

How do I load my wallet?

On registering with Ewire Wallet you can load your Wallet in any of the following ways: UPI, Credit card, Debit card and Internet Banking.

I forgot my Ewire Wallet password. Now what?

You do not need to worry if you forgot your password. You need to follow the steps mentioned below: Reset your password through mobile app itself Click on forgot password tab You will receive a verification code on your registered mobile number By entering the verification code, you can reset the password If you want to change the password again Go to setting at profile page choose option change password Choose a new password.

I forgot my Ewire Wallet MPIN. What should I do?

Do not need to worry if you forgot your MPIN. You need do following: Reset your MPIN through mobile app itself Click on forget MPIN Enter the current Password and Your DOB click on reset Generate new MPIN

How do I redeem my reward points?

Once you do the any transaction through Ewire wallet by using Ewire balance. You will earn 1(One) reward point on each transaction of Rs.100. It will be shown in you profile page. In order to redeem those points, please contact us on Support at Ewire Wallet App or call at our Customer Care number by taping on the call tap mentioned in mobile app.

Not able to Login. It shows "Operation Failed Please Contact Customer Care"

Possible reasons for such an error could be Operator’s server was temporarily unavailable or network issue. You can contact to customer support team by mail or call by taping the number or mail id given on the application or visit us on www.ewiresofttech.com

Not able to load money it shows “Please Try Again Later”.

If the problem persists, please contact us on Support at Ewire Wallet App or call at our Customer Care number by taping on the call tap mentioned in mobile app. We will be happy to help.

How can I change my Password?

If you want to change the password then kindly go to SETTINGS at profile page choose option CHANGE PASSWORD and choose a new password.

What to do if I forgot my password?

Reset your password through mobile app itself click on FORGOT PASSWORD tab you will receive a verification code on your registered mobile number by entering the verification code, you can reset the password.

How can I contact the customer support?

Feel free to write us at service@liveewire.com or you can call us on 7356112121.

Sign Up

How do I Sign up for the Ewire Wallet?

Signing up for an Ewire Wallet is free and extremely easy. Go to Google Play Store to download free Ewire RUPAY Wallet mobile app for android. Sign up by filling the registration form.

What information do I require to sign up?

We need some very basic information from you like your name, phone number, e-mail id for opening a Ewire Wallet.

Where is my mobile verification code?

Your mobile verification code will be sent to your mobile phone number that you have provided to us during sign up.

Can I get a new mobile verification code?

If you do not receive your verification code within 1 minute, click on the resend verification tab on the sign up page or call Ewire Wallet customer service by clicking on call tap in order to get your new mobile verification code

Do I need to sign up to download the Ewire Wallet Android Application?

No, you do not need to sign up to download the Ewire Wallet Android application. You can directly download the Ewire Wallet app by visiting Google Play store and then use it to sign up for an Ewire Wallet.

KYC

Types of KYC and its Transactions Limits

At present we have 3 types of KYC.

  1. Minimum KYC
  2. Semi KYC
  3. Full KYC

○ Minimum KYC PPI Limit – Monthly Limit INR 10,000 & Annual-INR 1,00,000

○ Semi closed & Open Loop PPI limit – INR 1,00,000 at any given point of time and Annual INR 5,00,000 (with Aadhaar OTP based KYC)

○ Full closed & Open Loop PPI limit will be INR 5,00,000 at any given point of time & Annual INR 15,00,000 (with Aadhar Biometric based KYC).

How can I upgrade my KYC status from Non KYC to full KYC ?

Non KYC customers are having the option to upgrade their status to full KYC customer by clicking on UPGRADE KYC option from our Ewire Rupay application.

How to upgrade KYC as a group/corporate?

If a group or association who are having more members, Ewire with the help of a white labelled Aadhar biometric device approved by our supporting/partner bank will collect their aadhar details and upload directly through backend and those group/association members can just download and login the application by using their registered mobile number. No need to do the registration from customer side.

How to upgrade my KYC?

Go to the Ewire Rupay application and click on the “Upgrade KYC” option.

PHYSICAL CARD

Can I use the Physical Card in ATM’s?

Yes. You can use EWIRE physical card in ATM’s.

How can I Generate the Physical Card?

A customer who is not a mini KYC Customer with a required balance in Ewire wallet can generate the physical card. Go to the Ewire RUPAY application. Click on the option “Generate Physical Card”. Charges may apply.

What is the re-issue charge if the Physical Card is lost? How can one lodge complain regarding the loss of the Card?

Customer can raise the compliant in the app and send the mail to customer care. The following charges may apply

  1. Applying for physical card - 499 + GST
  2. Reissue of physical card - 300 + GST
  3. Applying supplementary card - 299 + GST
  4. Reactivation of card - 200 + GST
  5. Renewal of card after validity - 499 + GST

You can also shoot your query at service@liveewire.com. Our customer support team is always happy to assist you.

How many days will it take for sending Physical Card to my home address?

It usually takes around 10-15 days for delivering the physical card to your home address.

How to change the physical card pin?

Once you forgot your PIN, you can go to your Ewire Rupay application, Click the option ‘CARDS’ and select ‘PIN CHANGE’ so that you can easily generate your new PIN number.

My Account

How do I view my previous Wallet statements?

In order to view your Wallet statement you will have to first log in to your Ewire Wallet. Under Home page, Click on Transaction Details. You can see last 10 transactions there which you have done through Ewire wallet.

Does Ewire Wallet have an expiration date?

Any wallet not transacting for 6 months or more may be treated as expired and the value may be forfeited. Such wallet user will be intimated through SMS information to this effect in accordance with regulatory frame work prevailing and amended from time to time.

Why is it a good idea to keep my money in my Ewire Wallet?

It's not a good but a great idea to keep money in your Ewire Wallet. If you're looking to send money to your friend, recharge your phone or pay your electricity bill you will not have to enter any card or bank account details to complete the transaction. In fact, there are many who are even uncomfortable doing so. Besides, with Ewire Wallet, you can make your transactions anytime, anywhere 24x7 using your mobile application

Loading, Sending and Withdrawing Money

How do I load money to my Ewire Wallet?

Log in to your Ewire Wallet and then click on Load money under Profile. You can load money to your Ewire Wallet through any of the following methods:

You can load money through;

  • ○ Debit/credit card
  • ○ Internet Banking
  • ○ UPI or NEFT
How do I send money?

Log in to your Ewire Wallet and then click on Fund Transfer. You can send money to any phone number in India regardless the beneficiary is registered to Ewire Wallet or not. Beneficiary will receive the instruction message and have to register with Ewire Wallet first to access the funds.

How do I withdraw money?

Log in to your Ewire Wallet and then click on Fund Transfer, select Bank Transfer. You can withdraw money from your Ewire Wallet by transferring the money to your bank account also using your Ewire physical card you can withdraw money through any ATM/Pos.

Can I cancel send money transaction incase beneficiary is not registered with Ewire Wallet?

Ewire Wallet allows you to review every send money transaction before you confirm payment. Unfortunately, you cannot cancel a send money transaction once you have confirmed it after review. However, when you are sending money to a phone number & email Id, if your beneficiary does not open a Wallet within 15 to 20 days of your sending the money, the same is credited back into your Ewire Wallet.

Can I send money to a person who is not an Ewire Wallet holder?

Yes you can send money to a person who is not an Ewire Wallet holder. The person you choose to send money to will receive an SMS to sign up for an Ewire Wallet in order to accept the amount you are sending. In case the person doesn't sign up with Ewire Wallet within the stipulated time of 15 to 20 days your Wallet will be credited back with that amount.

How do I know when money has been received by the beneficiary?

We will send you SMS & email notification (if email is registered with us) stating that the beneficiary has received the amount & your Ewire Wallet has been debited.

What methods are available on Ewire for sending money?

At present we have two options to send money:

  1. P2P Transfer (For INTERNAL TRANSFER of money i.e. If the both the sender & the receiver is a EWIRE wallet holder)
  2. IMPS or NEFT transfer (For EXTERNAL TRANSFER i.e. If the receiver is not a EWIRE wallet holder)
Is there a limit to the amount of money that can be sent using Ewire?

The daily limit of amount that a customer can be sent through EWIRE wallet depends upon his/her KYC STATUS.

TRANSACTION RELATED QUERY

Money sent but not credited to the receiver. What should I do?

If your EWIRE App states that your transaction is a Success, but your beneficiary hasn’t received the money, Kindly check to ensure that you’ve entered the correct beneficiary details (UPI ID or A/c IFSC).

  1. In case your transaction is in Pending status kindly check the status of the transaction after T+7 working days. If the issue still persists, kindly reach us out our customer care.
  2. In case your transaction has failed, but the amount was debited then the same will be reversed to you in T+7 working days.
  3. If you still face the issue, you can reach out to us or raise a complaint on your EWIRE App.
Money sent to the wrong receiver. Can I reverse the transaction?

If the operator has already processed the recharge or bill payment, the transaction will be considered as successful for the number you entered. We regret to inform that there isn't a way to get your money back.

Why is my transaction getting declined?

The issue you are facing presently is due to some technical/network errors. It will be resolved soon. If not kindly write us at service@liveewire.com.

MY BENEFICIARIES

What are my Beneficiaries?

My Beneficiaries is a feature which helps users to add their payee contacts. It contains the list of payers to whom a transaction was initiated.

How can I manage a Beneficiary?

When performing a transaction, click the button “MANAGE BENEFICIARY” to SAVE, EDIT or DELETE a particular beneficiary.

How can I add a beneficiary?

There are two ways in which you can add a beneficiary. Go to “MANAGE BENEFICIARY” option, click on “OWN BANK” or “OTHER BANK” option and enter the details of the beneficiary.

Recharge & Pay Bills

Can I recharge any mobile, DTH etc?

At Ewire Wallet, we support all operators' recharges across all circles in India so that we are available for everyone.

Can I pay any postpaid mobile bills through Ewire Wallet?

Absolutely! Ewire Wallet users can make their postpaid bill payments. All this convenience comes to you for a minimal convenience charge.

How do I know what I will get by paying a particular recharge amount?

We only display indicative brows plans for recharges. This keeps changing frequently; therefore any updated information on recharge plans will be available only with your operator.

How will I get to know whether my recharge or bill payment transaction has been successful?

Once you complete your two-steps process of recharging on Ewire mobile app; you will receive the following from us: Immediate Success/Failure response on your screen Receipt in an email SMS on your mobile SMS from your operator However in case of Post Paid Bill Payment there maybe some delay in few cases due to connectivity issues

My recharge was successful, but I have not yet received my recharge.

At Ewire Wallet, all transaction requests are processed immediately. If you do not receive any confirmation SMS from your mobile operator, then kindly contact us on ‘Customer Support’ at Ewire Wallet App or call at our Customer Care number at 7356112121

When I was doing the recharge on mobile app, I got a response that my recharge was unsuccessful. What does this mean?

Possible reasons for such an error could be. Operator’s server was temporarily unavailable. Entered amount was not accepted by your mobile operator as a valid recharge value. Sometimes it so happens that we are unable to connect to the mobile operator/server due to a temporary network problem. We request you to try again after a while. If the problem persists, please contact us on Support at Ewire Wallet App or call at our Customer Care number by taping on the call tap mentioned in mobile app. we will be happy to help.

I have switched my operator through MNP. How can I now get a recharge done?

You can recharge your mobile with your new operator by following these simple steps on Ewire Mobile App.

Step 1: Enter the mobile number.

Step 2: Select your current operator (if it's showing your previous operator).

Step 3: Select your state

Step 4: Enter recharge value.

Step 5: Select your payment method (Ewire Wallet, credit card, debit card).

Payment

I do not have a credit card. How can I make a payment on Ewire Wallet?

You can choose any of the following options to make a payment on Ewire Wallet: Ewire Wallet Balance ( if your Wallet has been loaded with money) NEFT Debit cards (MasterCard/ Visa cards) Internet banking. We recommend you to load money into your Ewire Wallet for a simpler, safer and faster transaction on Ewire Wallet

How do I pay for my recharge on Ewire Wallet?

We have many payment options like: Ewire Wallet Balance (in case your Wallet is loaded with money) NEFT Debit cards (MasterCard/Visa cards) Credit cards (MasterCard/Visa cards) Internet Banking

What is an MPIN (Mobile Personal Identification Number)?

You need to go to profile page and need to set 4 numerical digits MPIN for e.g. 8574 which is difficult to guess for others but easy for you to remember. Your MPIN will work as a security password just like an ATM pin, when you want to open Ewire app you will have to provide your MPIN to open the app.

What is an OTP (One Time Password)?

One Time Password (OTP) has been introduced as an additional security feature and has been made mandatory by the Reserve Bank of India (RBI). OTP is intended to reduce the possibility of fraudulent money transfer transactions and to safeguard the customer.

Refund

How can I Raise my Refund Issue?

You can contact to customer support team by mailing at service@liveewire.com or call at 7356112121.Contact details are also published on our website www.ewiresofttech.com.

How long does it take to get a refund?

We initiate your request as soon as you inform us with the order number. In case of transactions through Ewire Wallet refund happens instantaneously. Otherwise refunds can take up to 3-6 working days from the date of your transaction as entities like banks, credit card companies have varied periods of time in which they process the refund. However, if you still have some queries feel free to write to us on Support at Ewire Wallet website or call at our Customer Care number by taping on the call tap mentioned in mobile app.

I entered a wrong number. How can I get my money back?

If the operator has already processed the recharge or bill payment, the transaction will be considered as successful for the number you entered. We regret to inform that there isn't a way to get your money back.

Security

Is Ewire Wallet safe and secure?

There are multiple layers of security implemented to protect your Ewire Wallet from any unauthorized access. Whenever you want to open Ewire app, you need to put a Personal Identification Number (MPIN) in your Ewire mobile application for authorization as an extra level of security. You are sent alerts on SMS and/or Email so that you are up to date on all activities occurring through your Ewire Wallet.

Will I be informed when my Ewire Wallet gets credited or debited?

Yes. A confirmation SMS and/or an email notification (if email is registered with us) will be sent whenever a transaction is processed from your Wallet.

What if I lose my mobile phone?

Even if you lose your mobile phone, no one will be able to access your Ewire Wallet without knowing your personal Ewire Wallet password. Since the password is not stored on the phone, your money is safe. However do keep us informed by calling our Customer care executive, so that we can block your Wallet as further safeguard.

What if my registered email ID is hacked?

Your E-mail ID is just used as a reference for sending receipts / Ewire Wallet transaction summary. So in case your E-mail ID is hacked, there is little or no chance of your Ewire Wallet being misused.

Who is liable for any misuse of my Ewire Wallet if I lose my Password?

It is always advised to keep your password confidential and in case your account is accessed by any unauthorized person due to loss of password, Ewire team will not be liable for any misuse for your Ewire Wallet. For more details, please refer to our T&C page.

COMMON QUERIES FROM YES BANK SIDE

Is Bank transfer Free?

No. The bank transfer is not free of cost. It is chargeable.

Can we add Money to PAYTM?

At present we don’t have an option to load money via UPI.But in near future it will be implemented and will update you.

Registered successfully with aadhar KYC But Virtual Card is Not Showing.

Our virtual card process is in progress and customer will get enjoy the benefit of the virtual card by 30th March 2021.

May I know what the ATM withdrawal Charge is?

The ATM withdrawal charge will be Rs.23/- per transaction and the withdrawal amount limit may vary depending on the concerned bank's ATM.

Can I Block the CARD myself?

The customer doesn't have an option to unblock the card instead he/she could send a mail regarding the card block status along with his registered mobile number/mail id to service@liveewire.com.

QUERIES REGARDING KERALA BLASTERS CARD

What is the charge for the CARD

Card amount is 499+GST for 5 years.

How can I subscribe for the card?

Please download the EwireRupay application from the play store and do the registration as a Semi KYC (Aadhar).

How long will it take for the card to get Delivered?

It will take 7 to 10 working days for the card to get delivered.

What are the offers I can Available through the CARD?

Card Holder will get all the loyalties offered by Rupay (Link for loyalty offers)

Can I use a card even after the ISL Season?

Yes. Customers can use the cards even after the ISL season and the card is valid for 5 years.

Can I use the card at the ATM?

Yes. Customers can use the card in all the ATMs, PoS, and e-commerce as a normal debit card.

How can I apply for the CARD?

To apply for the cards, please download the EwireRupay application from the play store and do the registration as a Semi KYC (Aadhar). Balance of INR 499+GST should be there in the wallet while applying for the Kerala Blasters Card.

HELP & SUPPORT

I have sent money but the transaction failed and my account is debited. What should I do?

The transaction has failed due to a system error. The money is in the pool account of the remitting bank (your bank). Your transaction ID is your reference ID, which you can take up with your bank. To report a failed transaction, click on report issue in the transaction page against the failed transaction and mention the details. The amount should be reversed to you in T+7 days. In case that does not happen, you can reach out to us here (service@liveewire.com).

I performed a transaction but it is showing “PENDING”. What Should I do?

To report a pending transaction, click on report issue in the transaction page against the failed transaction and mention the details. The amount should be reversed to you in T+7 days. In case that does not happen, you can reach out to us here (service@liveewire.com).

Money sent to the wrong receiver. Can I reverse the transaction?

As it is an instant transfer, hence we request you to check beneficiary details before transacting. A successful transaction cannot be reversed, unless the beneficiary refunds at his own end. You can try and raise a collect request (for VPA based transactions) and hope that the user will return the same. There is no guarantee that your amount will be reversed.

How can I register a complaint in the Ewire App?

For any query, suggestion or help do reach out to us or contact us on Support at Ewire Wallet website or call at our Customer Care number 18001035485 by taping on the call tap mentioned in the mobile app.