| 01. Definitions |
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| 1.01. | Mobile Wallet |
| - It's a virtual storage of money and can be accessed through mobile |
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| 1.02. | Wallet No |
| - Your mobile no is your wallet number |
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| 1.03. | Cash In |
| - Process of depositing bKash money into mobile wallet |
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| 1.04. | Send Money |
| - Transferring bKash money from one wallet to another wallet |
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| 1.05. | Token |
| - Creating a voucher number of a certain amount payable to a specific receiver |
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| 1.06. | Cash Out |
| - Process of withdrawing cash from wallet |
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| 1.07. | PIN |
| - Personal Identification Number, this is like a password to secure your wallet |
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| 1.08. | Secret Code |
| - It is a onetime security code used to authorize the Token during withdrawals |
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| 1.09. | Payment |
| - When you pay to a seller against product or service purchase |
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| 1.10. | Transaction ID |
| - A system generated unique reference number against each transaction that is preserved as identification. |
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| 02. Can I do transaction 24/7 using bKash? |
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| 03. Do I need to register to use bKash services? |
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| Yes, a one-time registration is required. |
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| 04. Who can register for bKash? |
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 | Bangladeshi National |
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| Age 18 or above |
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| Having valid Photo ID |
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| Currently Robi and Grameenphone subscribers (subscribers of other mobile operators will be able to register soon) |
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| 05. Is there any charge for registration? |
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| No, the registration is completely FREE |
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| 06. Where shall I go to register for bKash? |
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| To an authorized bKash agent |
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| 07. What is the difference between a registered customer and not-registered customer? |
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| Registered customers can avail all the services of bKash while non-registered customers can only avail a limited number of services |
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| 08. Can I transact through any bKash agent? |
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| Yes, you can do transactions at any bKash agent outlet all over Bangladesh |
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| 09. Do I need to have a mobile phone to avail this service? |
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| To register for bKash, you need a mobile phone but you can avail ‘bKash Token’ service without having any mobile phone |
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| 10. Do I need to buy a new SIM Card to register for bKash? |
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| No, you can use your existing Robi or Grameenphone SIM Card to register for bKash |
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| 11. Is it mandatory to have a bank account to use bKash? |
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| No, there is NO need to have a bank account. |
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| 12. Do I need to maintain a minimum balance in my bKash wallet? |
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| 13. Is there any minimum amount for each transaction? |
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| Tk. 100 is the minimum amount |
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| 14. Can I have multiple bKash wallets? |
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| Yes, you can have multiple Wallet against multiple mobile numbers |
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| 15. Are my bKash Wallet PIN and my SIM card PIN number same? |
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| No, both of these are completely different. |
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| 16. How shall I be notified after each transaction? |
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| You will get an instant flash notification and also a Confirmation SMS after each transaction |
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| 17. What shall I do if I forget my PIN? |
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| Call bKash Helpline 16247 |
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| 18. How long does it take to complete a transaction? |
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| Usually it takes less than a minute |
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| 19. What do I do in case I send money to a wrong number? |
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| Call bKash Helpline 16247 without delay. |
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| 20. What happens if I enter wrong PIN multiple times? |
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| If you enter wrong PIN for consecutive 3 times, your wallet will be temporarily blocked, you will have to contact bKash Helpline 16247 to prove your ownership and unblock the wallet |
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| 21. What will be the process if the transaction ID is required but confirmation SMS is unavailable? |
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| Call bKash Helpline 16247 |
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| 22. What shall I do if I do not get any Confirmation Notification after any transaction? |
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| To confirm the status of transaction, you can check your wallet balance or you can request for Statement using My Wallet menu, if you still want to claim, please call bKash helpline 16247 |
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| 23. What type of handset is required to use bKash? |
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| You can use bKash with any handset |
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| 24. What happens to my bKash wallet if I change my Mobile No? |
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| You can close your previous wallet and register a new one against new number |
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| 25. What happens when I lose my SIM Card or Mobile Phone? |
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| Block your connection by Informing your operator and then call bKash helpline for further action |
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| 26. How do I keep my Wallet secure? |
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| Do not share your PIN with anyone |
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| 27. Is there any charge for accessing bKash through USSD? |
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| 28. Is there any charge if I call bKash Helpline? |
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| Standard landline call charge will be applicable |
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| 29. How shall I pay the transaction charges? |
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| If you are a registered customer, service charges will be realized from your wallet balance. If you are not registered, you need to pay the charges in cash to the agent |
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| 30. Where can I make complaints? |
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| 31. What is the operating hour of Call Center? |
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