FAQs


  • What is CellPay?

    CellPay is a Nepal Rastra Bank licensed Payment Service Provider providing both bank link and wallet facility from the same app. CellPay is a mobile application which has been uniquely placed with a dual feature of digital wallet and bank link facility easing customer needs. 

    CellPay uses PCI/DSS level security to ensure you are protected at all times.


  • What can I do with a CellPay account ?

    You can make all types of payments available at CellPay platform. Some of the services available are:


    1. Real-time Fund Transfer facility in banks
    2. Mobile recharge
    3. Electricity Bill payment
    4. Khanepani (water) bill payment
    5. TV/DTH payment
    6. Internet/ISP bill payment
    7. Insurance premium payments
    8. Flight ticketing
    9. Payment at online shopping/e-commerce sites
    10. Demat/Meroshare renewal fee payment
    11. Credit card Payment
    12. EMI payment
    13. Purchase things via Cellpay Kart section


  • How to link your bank account in CellPay?

    Bank link service is a premium facility for CellPay customers who can make payments directly via bank account for which a customer has to verify his/her KYC.

    To link your bank account, all you have to do is:

    Step 1: Open your App and go to MANAGE ACCOUNTS

    Step 2: Click the + icon and select your preferred bank and then fill your account number, check the term and condition box and click on ADD ACCOUNT

    YOU WILL GET AN OTP IN YOUR MOBILE NUMBER

    Step 3: FILL your OTP Number and then your PIN and click on CONFIRM

    A MESSAGE WILL POP-UP ACCOUNT ADDED SUCCESSFULLY

    Your account has been linked;

    To add more banks, please follow the above steps.

    Please note: You need to have subscribed to mobile banking and your name, mobile number and account number must be matched with bank records to link the bank account.


  • How can I get my CellPay Account ?

    To get your CellPay account all you need to do is download the CellPay app on your smartphone, or visit the CellPay website. Once you have registered yourself on CellPay and completed your KYC, you can add your bank accounts and start making and receiving the payments.


  • What are my transaction limits ?

    The transaction limits are based on the type of transactions given below

    1. The daily transaction limit from the Mobile app is Rs.2,00,000
    2. The per transaction limit from the Mobile app is Rs.1,00,000
    3. The daily transaction limit from Web app is Rs.20,00,000
    4. The per transaction limit from the Web app is Rs.10,00,000
    5. Payment for services or products to the online merchant: No Limit
    6. Payment for services or products at retail merchant: No Limit


  • What are the charges and transaction limit via bank link facility?

    The transaction fees for various type of transactions are

    1. Payment to the merchant: Nil


    2. Fund transfer to other CellPay Customer: 


    Transfer value upto Rs.5000 - Fees charged is Rs.5 

    Transfer value of Rs.5001- Rs.10000 - Fees charged is Rs.10 

    Transfer value of Rs.10001- Rs.25000 - Fees charged is Rs.15

    Transfer value of Rs.25001- Rs.50000 - Fees charged is Rs.20

    Transfer value of Rs.50001- Rs.100000 - Fees charged is Rs.25

    Transfer value of Rs.100001- Rs.200000 - Fees charged is Rs.30

    Transfer value of Rs.200001- Rs.2000000 - Fees charged is Rs.50

    *Note

    Daily transaction limit from the Mobile app is Rs.2,00,000

    The per transaction limit from the Mobile app is Rs.1,00,000 

    The daily transaction limit from Web app is Rs.20,00,000 

    The per transaction limit from Web app is Rs.10,00,000 


    (Updated on 1st Baishakh 2078) 


  • How do I make fund transfer using CellPay services.

    CellPay makes it very simple to do a bank-to-bank fund transfer.


    Step 1: Select the fund transfer service in the mobile/web app.

    Step 2: Provide the mobile number of the recipient.

    Step 3: Provide the amount of transaction

    Step 4: Provide your PIN to authorize the transaction.


  • How long does it take for a fund transfer on CellPay ?

    CellPay processes all transactions in real-time. You should receive a transaction status notification within a few seconds of completing a transaction. If it takes longer than 5 minutes you should report the same to CellPay Customer Support.


  • How many bank accounts can I link with my CellPay service ?

    You can link as many accounts as you want with your CellPay profile. The only restriction is that the linked accounts should be in CellPay's partner banks.


  • Do I need to be connected with Internet to be able to use CellPay ?

    Yes, you need an active internet connection to be able to use CellPay. CellPay uses a lot of high-end encryption technology to provide you ultimate security, these services are not possible on SMS or USSD based channels.


  • How can I change my PIN ?

    To ensure you have full control over your security, you can change your PIN from the CellPay App. In the profile management section select the Change PIN option. You will be required to enter your OLD PIN, and then asked to select a new security PIN.


  • What should I do if my transaction fails ?

    In cases where your transaction is either failing, or you do not receive any status notification, please contact CellPay Customer Support.


  • What happens if I forget my PIN ?

    If you forget your PIN you can get a new PIN very easily. Please follow the instruction below

    1. Open CellPay app
    2. On the login page, you’ll have an option Forgot PIN
    3. Click on Forgot PIN section
    4. Enter the mobile number and click on submit
    5. An OTP will be received and after verification of it you can enter the new PIN and change


    Your CellPay PIN will be successfully changed.


  • What happens if I lose my phone ?

    The CellPay App does not store any information on your mobile phone, therefore if your phone is lost or stolen, you do not have to worry. All your information is safe in the CellPay Servers. Additionally, you can inform CellPay Support to block your account.


  • What happens if I change my handset ?

    The CellPay app is bound to only one handset at a time. If you change your handset, simply log in using your mobile number and PIN, you will be sent an OTP to verify the request. Once you provide the correct OTP, you will be able to resume services.


  • Is my information secure with CellPay ?

    CellPay is built on the sole objective of security and reliability. To ensure the best digital security is available to our clients we follow multiple global standards like PCI/DSS to deliver services to you.


  • Can I use both Bank link facility and wallet?

    Yes, you can use both the services as per your preferences.

  • I am not able to link my bank account.

    Is your mobile number the same in CellPay and the bank you are trying to link? Your name, mobile number, and account number in CellPay must match with that in the bank. Also, you need to have mobile banking activated.


  • How long will it take to transfer funds from one bank to another bank via Bank link facility?

    The funds will be transferred in real time i.e maximum of 6 seconds.


  • What will happen if my transaction fails?

    CellPay has a unique feature for its customer in order to minimize failures. Auto reversal facility is there for all the users who will reverse the transaction which fails or tend to fail which ensures the safety of the funds.

  • What is the number of merchants where we can make payment via CellPay?

    CellPay has a merchant network of more than 200,000 as of now. CellPay customers can simply scan the QR available within Fonepay and CellPay network and make payments via their bank account or their wallet balance.

  • How to make merchant Payments?

    Making merchant payments via CellPay is simply easy. Firstly, you need to identify the QR available with the Fonepay logo or CellPay logo. You can simply log in CellPay app visit the QR section in the CellPay app scan the QR or enter the mobile number of the merchant. After that, you can simply enter the amount to be paid with the invoice number select the payment medium bank or wallet, and submit. Your merchant payment would be successful.

  • Can people living outside Nepal use CellPay?

    No, people residing outside Nepal cannot sign up to CellPay as they will need to sign up using a cell phone number registered in Nepal.

  • How does fund transfer work for Bank Linked and Wallet?

    The sender will have two options while sending funds i.e wallet transfer and fund transfer. therefore, the fund will be received in the wallet if the sender selects wallet transfer and default linked account if the sender selects fund transfer.

  • What documents do I need to upload as my KYC?

    Soft copy of your recent PP size photo and either of the following documents (both front and backside)  

    • Citizenship Certificate 
    • Driving License 
    • Passport.

  • How long does it take for my KYC to get verified?

    Getting your KYC verified can take up to 2hours up to 48 hours. But if the documents and information are correct the verification is much faster.

  • What are my transaction limits for CellPay wallet?

    As per Nepal Rastra Bank’s directive issued on Poush 17 2076, The transaction limits for different wallet services are given below:


    1) Load Wallet

    i) Maximum amount per transaction - Rs. 25,000

    ii) Maximum amount per day - Rs. 1,00,000

    iii) Maximum amount per month - Rs. 5,00,000


    2) Wallet to Wallet transaction

    i) Maximum amount per transaction - Rs. 25,000

    ii) Maximum amount per day - Rs. 1,00,000

    iii) Maximum amount per month - Rs. 5,00,000


    3) Wallet to Bank Transfer (Withdrawal)

    i) Maximum amount per day - Rs. 1,00,000

    ii) Maximum amount per month - Rs. 5,00,000


  • How do I check my Wallet Balance?

    After logging in to your CellPay profile you can see your wallet balance at the top left corner of the screen.

  • I lost my phone. How do I block my account?

    Feel free to email us at support@cellcom.net.np with your ID document and we will verify your details and after the verification, we will block your account immediately. In order to unblock the account, write to us again and we will unblock it.


  • Is there any registration fee for subscribing CellPay?

    No, there is no fee for registering or using CellPay.


  • How to load fund in CellPay account?

    After you create CellPay profile you can load funds easily and instantly. You can load money using these methods: - Linked Account - Mobile Banking - Connect IPS


  • How do I load money to CellPay through mobile banking?

    To load money go to Load Fund option in the app or website

    Select the Mobile Banking option, select the bank, enter the amount to be loaded, after selecting the bank you’ll be redirected to a bank’s portal, then you’ll have to login with your m-banking credentials and submit. Within few seconds your bank account will be debited and your wallet shall be credited.

    Meanwhile, you’ll be again redirected to CellPay’s app


  • Does the money get loaded immediately to wallet?

    The amount gets loaded immediately. However, in some cases, it might get delayed due to internet connectivity, due to the bank’s network. Do not panic. Your money will be safe and will be loaded into your wallet within an hour. If your wallet balance is not updated after 30 minutes do contact us at support@cellcom.net.np or call at 01-5908241 (Hunting line).


  • What are the reasons for failure in Wallet Load?

    The possible reasons for this should be :

    • Your bank account did not have an adequate balance. 
    • Your internet connectivity was interrupted. 
    • The issuer bank’s network was down. 
    • Your monthly loading limit was breached. 
    • Mobile Banking not activated.


  • Money deducted from bank account but did not reflect in CellPay.

    In such cases please do not panic. Please check your internet connectivity and refresh your balance. If it does not show then this might be because of the network problem while transaction or maybe because of the delay from the bank's server. In such cases, please wait for 30 minutes. If your wallet balance is not updated after 30 minutes do contact us at support@cellcom.net.np or call at 01-5908241 (Hunting line).


  • What is OTP?

    OTP (One Time Password) is a security code to ensure that there are no fraudulent transactions.

  • Will I be charged for loading funds in CellPay wallet?

    No, there is no charge while loading funds via e-banking and m-banking but normal charges will be applicable while loading funds from cards (visa).


  • How can I transfer funds from Wallet to Bank Account?

    You can transfer funds from your CellPay wallet to your bank account in these few simple steps: 

    • Login to your CellPay using the mobile app or web app 
    • Tap on transfer Choose your bank, 
    • Enter account holder name, account number,
    • The amount to transfer into a bank account, 
    • The purpose of transfer and
    • Tap on the ‘Withdraw’ button 
    • and select wallet as an option to debit. 

    Now, the money from your CellPay wallet will be transferred to the bank account in no time.


  • What will happen if my wallet balance is debited and bank account is not credited?

    The amount will eventually be transferred safely. Just wait for some time. If there is no change, mail us with your transaction details at support@cellcom.net.np or call at 01-5908241 (Hunting line).

  • How can I know if my transaction is complete or not?

    After you make the payment, you will get a push notification. Else you can navigate to transaction history and download the receipt.


  • How can I be notified about my transactions and refunds?

    You will be notified through the push notifications on our website and mobile application. We also send notification via email or SMS alert for each transaction refunds to be registered email or mobile number. You can also check it in the transaction history.