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NCHL- FAQs
1. Who regulates NCHL-ECC?
Ans :

NCHL is regulated by Nepal Rastra Bank.

2. What is cheque truncation system in the context of electronic cheque clearing?
Ans :

In a cheque truncation system, physical movement of a cheque is truncated or stopped at some point in the clearing cycle, either at the level of the presenting bank or at the clearing house or at the paying bank.

 

In the context of NCHL-ECC System implemented in Nepal, cheque is truncated at the level of the presenting bank. In order words, the cheque does not physically travel to the clearing house or to the paying branch as it used to do in manual clearing process.

3. How does clearing take place and the cheques passed on?
Ans :

The presenting bank sends an electronic image of the cheque along with the relevant information like the MICR code line data, date of presentation, presenting bank, etc., to the clearing house. The clearing house forwards the images along with data files to the drawee/ paying bank. The paying bank branch takes the ‘Pay’ or ‘No-Pay’ decision based on the image of the cheque.

 

Physical cheques are truncated at the presenting bank (Bank of First Deposit) and so there is no need to move the instruments physically across branches.

4. How are the images captured?
Ans :

The electronic images and MICR data of cheques are captured using cheque scanners by the presenting bank. Prior to scanning by the presenting bank, all cheques are required to be stamped at the back (right hand side) of the cheque with the details of Presenting Bank Name, Branch Name and Date of Presentment. Each cheque is allowed to be presented twice in case of rejection in the first presentment.

5. How does the system ensure that cheque images are transferred securely between the banks and NCHL?
Ans :

Cheque images are transferred securely between the banks and NCHL through highly secured and state-of-the-art technology infrastructure which ensures authentication and security of the images being transferred. Audit logs at all levels are maintained for future references.

6. What care and precautions are to be taken by banks and their customers to ensure quality images and to avoid frauds?
Ans :

All cheques need to be image friendly. The customers should preferably use dark colored ink while drawing the instruments. Care should be exercised in the use of rubber stamps, so that it would not interfere with the material portions of the cheque. The date of the cheque, payee’s name, amount, signature and MICR line data are the basic features which are essential in a cheque. The use of rubber stamps, etc., should not overshadow the clear appearance of these basic features in the image. In order to ensure that all essential elements of a cheque are captured in the image during the scanning process, bank customers also need to exercise appropriate care in this regard.

7. How long does it take for a cheque to clear through NCHL-ECC System?
Ans :

All cheques are be cleared and settled on the same day (T+0) provided they are presented before the cut off time. Cheque presented after the cut off time are cleared and settled the following day (T+1).

8. What are the benefits of NCHL-ECC System to the customers of the banks/ FIs?
Ans :

a.    Faster clearing cycle.

b.    Beneficiary’s account gets credited the same day on which the paying account gets debited.

c.    Better customer service – Elongated customer window.

d.   Elimination of float available to cheque issuing bank customers, as they would tend to lose the advantage of utilizing the funds in their account even after issue of cheque till it reaches the counters of the paying bank branch.

e.     Clearing service by NCHL can be extended to the entire country with no geographical dependency.

9. Are there any changes in the process of cheque clearing for the customers?
Ans :

No, there is no change for the customers in the way they deposit the cheques and it is processed. But customers need to be aware of the new changes in the cheque standards & its security features, deposit & settlement times and charges that may be applicable.

 

10. Does the customer need to change the way I complete a cheque?
Ans :

There are no material changes as such but customers need to be aware regarding use of new design cheque:

i.      Make sure that you write the name of the payee and amount in words, clearly and correctly. Always fill out your new cheques using an ink pen or a ballpoint pen with black or dark blue permanent ink. Do not use a pencil, light coloured or fluorescent or non permanent ink to complete the cheque;

ii.     Write the date inside the “Date” box clearly in dark permanent ink.

iii.    Write or enter the amount inside the “Amount in Figures” box. Write the amount in figures as close to the left side of the box as possible to avoid any fraudulent alteration of the amount in figures;

iv.    If you print the amount in figures using a typewriter or a computer, print the currency symbol together with the amount in figures by the same device. If you use a computer to enter information on the cheque, please use a well maintained printer with permanent dark ink (black or dark blue) ribbons. If you use an ink jet printer or a laser printer, do not let the ink to penetrate the cheque paper and the printer, as it can adversely affect the security features;

v.     Do not write or sign on the space allocated for the MICR code line to ensure accurate reading of MICR printing. There should be no stamping (including company rubber stamp), perforations, stapling or any other intrusion in this area. Do not let your signature overlap the MICR Code line or the “Amount in Figures” box;

vi.    If you use a typewriter to write your instructions on the cheque, use ribbons of dark colours (black or dark blue). Do not use total transfer (correctable) ribbons.

vii.   Do not circle or underline any information on the cheque;

viii.  Do not use carbon or carbon-back ink for transfer to the second copy of the cheque.

ix.    Do not use facsimile signature, as it has a potential to disappear in the image of the cheque.

x.     Do not fold or mutilate the cheque as it can damage the data on the MICR line. Envelopes used for mailing cheques should be sufficiently large to enclose the cheque without folding.

11. What is the difference between Regular Session and Express Session?
Ans :

Express Sessions are special sessions of short duration for presentment, response from paying bank and NRB settlement. Express session has 1 hour of window for the cheque presentment and settlement happens within next 1 hour. There are currently 3 express clearing sessions on each working day except Friday where there is two express clearing session.

 

Regular Session is a one full day clearing cycle where cheques presented till 2:00 PM are settled on the same day at 3:30 PM. Cheques presented after 2:00 PM are settled on the next working day (Except Friday*) at 3:30 PM.

 

*Cheque presented after 2:00 PM on Thursday will be settled on the first working day of the following week at 3:30 PM.

12. What are the clearing session timings?
Ans :

A:
Presentment for regular session (clearing of MICR encoded standard cheques) starts from 14:00 (T-1) and ends at 14:00 (T+0); Respond by paying bank ends at 15:00 (T+0); and settlement at NRB ends at 15:30 (T+0). Presentment for Express Session as given below:

1st Express Session: Presentment starts from 10:00 (T+0) and ends at 11:00(T+0); Respond by paying bank ends at 11:30 (T+0); and settlement at NRB ends at 12:00 (T+0).

2nd Express Session: Presentment starts from 11:00 (T+0) and ends at 12:00(T+0); Respond by paying bank ends at 12:30 (T+0); and settlement at NRB ends at 13:00 (T+0).

3rd Express Session: Presentment starts from 12:00 (T+0) and ends at 13:00(T+0); Respond by paying bank ends at 13:30 (T+0); and settlement at NRB ends at 14:00 (T+0).

Customers are required to consult their bank as they may set their own cut-off times for their operational arrangements.
 

13. Are the current cheques already issued by the Banks/FIs to the customers are supported by NCHL-ECC System?
Ans :

A:
Only the MICR encoded cheques issued by the Banks/FIs will be supported by NCHL-ECC system. Old cheques (without MICR encoding) will not be supported by NCHL-ECC system. Request your bank for issuing MICR cheque in case you are still in possession of old non-MICR encoded cheques.
 

14. What is High Value Clearing Session?
Ans :

High value electronic cheque clearing is a special clearing session for presentment of high value cheques of above 200 Million to 300 Million in case of NPR cheques and above 2 Million to 3 Million in case of USD, GBP and EUR cheques. It is available from Sunday to Friday.

15. Whom should I contact for further information?
Ans :

Contact your bank for further information or visit our website www.nchl.com.np

16. What is an Interbank Payment System (NCHL-IPS)?
Ans :

NCHL-IPS is a system to safely and efficiently tranfer funds from one account to any other account held at any of the participating member banks & financial institutions (BFIs). It supports account to account payments (Direct Credit) and collection (Direct Debit) related transactions. The underlying transaction products (purpose) of such payments or collections could be customer transfer, fees, insurance premium, loan installment, treasury, salary, pension, social security, dividend, IPO refunds, government payments, etc. 

17. Who regulates NCHL-IPS System?
Ans :

NCHL-IPS System is approved and regulated by Nepal Rastra Bank.

18. How does the NCHL-IPS system works?
Ans :

Customer requests or authorizes its bank (called as originating bank) to issue a credit instruction for payment to account(s) held at one or more of the member banks. The originating bank then initiates a direct credit transaction in the NCHL-IPS system and sends to the beneficiary bank (called as receiving bank). The receiving bank acknowledges the transaction and credits the beneficiary account after the settlement confirmation is received from the central bank. The final settlement takes place based on net position of the member banks at the settlement bank.

 

Similarly, customer request of debit instruction for collection from account(s) held at one or more of the member banks, the originating bank generates a debit instruction based on the mandate (consent between creditor and debtor). The receiving bank acknowledges the transaction and debits its customer account. The originating bank’s customer account will be credited after the settlement confirmation is received from the central bank.

19. What are the various products (purposes) supported by NCHL-IPS?
Ans :

The system supports over 160+ products (purposes). However, the relevant purposes of direct credit and direct debit will be available. Some of the purposes that will be initially introduced are Customer Transfer, Fees, Loan Installments, Interest, Insurance Premium, Remittance, Treasury, Government payments, Salary, Pension, Social Security, Dividend, IPO Refund, etc.

 

The transactions could be one-to-one or bulk transactions. It even supports standing order based payments (direct credit) and mandate based collections (direct debit). Supported currencies are NPR, USD, EUR and GBP, however foreign currency transaction may not be relevant for some of the purposes.

 

20. What are the benefits of using NCHL-IPS System?
Ans :
  • Alternative payment options other than cash and cheque.
  • Ease of payment and collection directly to/ from any bank account to any other bank account.
  • Supports standing instruction based payments and mandate based collection on pre-scheduled dates resulting into faster access to fund and improved cash flow.
  • Ease of account operation as single account can support multiple purposes from multiple BFIs.
21. What are Direct Credit and Direct Debit transactions?
Ans :

A transaction initiated by Debtor (payer) through its bank is a direct credit transaction. Creditor will be the receiver of such transaction. Customer has to instruct its bank for such direct credit transaction from its branch or through alternate channel. Examples of direct credit transactions are customer transfer, premium payment, bill/ fees payment, salary/ pension/ social security payments, etc.

 

A transaction initiated by Creditor (payee) through its bank is a direct debit transaction. Debtor will be the receiver of such transaction. An authorization, called as Mandate, has to be in place for initiating a direct debit transaction. Examples of direct debit transactions are premium collection, bill/ fees collection, installment collection, etc.

 

In both Direct Credit and Direct Debit, customers account will not be debited unless you have provided such instruction/ authorization to your bank. 

22. Can I give standing instruction to automatically initiate payment/collection related transactions directly from my bank account?
Ans :

Yes, Mandate can be setup for automatically initiating direct debit transactions. This will allow the beneficiary through its bank to collect agreed amount directly from your bank account on the specified date/ frequency as agreed between you and the beneficiary.

And Standing Orders can be setup for automatically initiating direct credit transactions. This will allow you through your bank to transfer fund directly to the beneficiary’s account on the specified date/ frequency.

23. From where can I avail the service of NCHL-IPS?
Ans :

The service is available through any of the banks and financial institutions who are enrolled within the NCHL-IPS system. So, you can avail the service from your bank or financial institution where your account is maintained. Refer to ‘NCHL-IPS Members’ section in our website to ensure that your bank is a member in the NCHL-IPS system.

 

And some of the banks may have integrated their core banking system with NCHL-IPS to provide alternate channels to their customers for initiating transactions.

24. How long does it take for clearing a transaction through NCHL-IPS system?
Ans :

All transactions received before 1:00 PM are cleared by the system on the same day (T+0). The transactions presented after the cut-off time are cleared and settlement the following day (T+1). Based on the purpose, the transactions could be cleared and settled intermittently. Refer to the NCHL-IPS Session Timings section for details.

 

Customers are required to consult their bank as they may set their own cut-off times for their operational arrangements.

25. What is the information that I need to provide to my bank for initiating a transaction?
Ans :

Basic information that will be required for initiating a transaction includes your bank account and the receiving party’s bank account details. The purpose of the transaction will also be required. However, your bank may request for additional information like some mandatory reference numbers and others that may be needed for completing the transaction.

 

Customers are required to consult their bank to know about such additional information required.

26. What is a Creditor Listing? Is there easier way of remembering the receiver bank account details?
Ans :

Bank account details of the beneficiary can be listed in the NCHL-IPS system as creditor listing corresponding to which a creditor code (short alpha numeric code) is assigned that can be used by the initiator of the transaction. The bank will not require to manually input the detail information about the beneficiary if the customer provides the creditor code. It will also be easier for the customer by just providing the creditor code rather than to remember the entire bank account details. Small corporates, schools/ colleges, cable operators, ISPs, etc. can enroll their bank account details and their clients can use for service payments from any of the member banks.

 

Service providers can consult their bank to avail creditor listing facility in NCHL-IPS system. Customers can ask their service provider if they have a creditor code for receiving payments through NCHL-IPS.

27. Are there any fees or charges for availing NCHL-IPS related services?
Ans :

There will be nominal transactional fee for availing this service levied either to the originator or the receiver of the transaction based on the purpose.

 

Customers can contact their bank for fees and charges related details. 

28. Who should be contacted for further information?
Ans :

Contact you bank for further information or visit our website www.nchl.com.np.

29. Who operates connectIPS e-Payment System?
Ans :

connectIPS e-Payment System is developed and operated by Nepal Clearing House Limited (NCHL), which is licensed & regulated by Nepal Rastra Bank (NRB) as a payment system operator (PSO). NCHL is promoted by Nepal Rastra Bank, majority of the banks & financial institutions.

30. What is a connectIPS?
Ans :

connectIPS is an e-payment system established as a single payments platform to allow the bank customers for fund transfer and service payments from various channels. The payment transactions are processed directly from/to the bank accounts and the transactions are normally immediate at sender and receiver. The system is available 24x7 through alternate channels of web (www.connectips.com), mobile App and payment process/ gateway. This can also be access from the mobile/internet banking of major banks & financial institutions and App/Web of various mobile wallets.

31. Is connectIPS another mobile wallet?
Ans :

connectIPS is an instant or faster payment system with additional channels (web, mobile, gateway) as platforms to link multiple bank accounts and to process payment transactions through one of the linked bank accounts, unlike the requirement of load/unload of fund in mobile wallets. Multiple mobile wallets are also associated with connectIPS to help them load/unload fund in their wallets.

32. What are the services available?
Ans :

connectIPS is a single payments platform that allows to link one or multiple bank accounts and then use one of such bank accounts for payments. It can be used as payment processor (gateway), for fund transfer and biller/service payments.

  • The payment processor is an online payment gateway available at web portal checkouts of various service providers (merchants/ creditors), such as government portals (FCGO, Tax, Loksewa, Passport, CRO), TMS of Nepse, e-commerce websites, travel & tour, airlines, insurance websites, etc. 
  • Fund transfer allows to transfer funds between own accounts, others bank accounts, connectIPS users (based on mobile number) or to listed favorite account.
  • Biller payments are the third party payments to the service providers (creditor/merchant) initiated from the connectIPS channels (web or mobile app) itself. Some of the available services are Government payments (Tax, Loksewa, Passport, Company Registrar), travel & tour, school/college fee, stock brokers, insurance premium, and many more. Such services are enrolled by the member BFIs.
33. What is the transaction limit?
Ans :

It is possible to send an individual payment of up to NRs 10,00,000 through web channel and NRs 100,000 through mobile app. However, daily transaction limit per each bank is NRs 20,00,000 through web channel and NRs 200,000 through mobile app. Your bank may set their own limit for their customers depending on their internal policy and it may change as per NRB’s regulation.

34. What is user level High Value limit and How do I set high value limit in web portal?
Ans :

High value limit is a limit to be set by the user itself, to define combination of security credentials to be used for completing a payment (as transaction authorization). Transaction below such limit will require transaction password or biometric to complete a transaction, whereas it will require combination of transaction password or biometric and OTP for transaction higher than the set limit.

  1. For existing users, once it logs into the webportal, it will be asked to set the high value limit. User have to setup high value limit and enter a verification OTP sent to the registered Mobile and Email of the user. Once the OTP and transaction password are submitted the ‘High Value Limit’ will be set for the user.
  2. For new users, the transaction password and high value limit can be set during the enrollment process.

 

A minimum default high value limit should be NRs 5,000 and should not exceed NRs 100,000.

35. What are the fees & charges for processing payments through connectIPS?
Ans :

Most of the biller payments (service payments) are free for the customers. However, the transaction fee for fund transfer and some of the biller payment is Rs. 2 to 15 applicable for the payer, which is based on transaction amount slab. However, you may refer here for transaction slab details.

36. How is the system secured for processing transactions?
Ans :

The system has been built by NCHL team with necessary security features in line with the international standards for such e-payment systems. The payment data are captured, processed and transmitted in a highly secured environment with end-to-end encryption. And no customer data are shared with the merchant, except the status of the payment. The authorization request is verified based on the credentials of your connectIPS username and other verification credentials. However, the users are advised to secure their login credentials and should not share the same in any case.

37. What are the other security features available in the system?
Ans :
  1. Complex Password
  2. Captcha: User has to enter captcha to control automated tools in every login through web portal.
  3. Control against phishing: User has to ensure that an image and a phrase as set by him/her at the time of user creation is displayed every time on the login page.
  4. Dual Authentication: System uses a combination of username/ password, transaction password and transaction OTP for each of the transactions.
38. How do I create a new user in connectIPS?
Ans :

You can create a new user from here Or alternatively through Mobile App (https://goo.gl/hCvs3j for Android and https://itunes.apple.com/us/app/connectips/id1449940087?ls=1&mt=8 for IOS). You will create your user with username and password with a few additional information information. 

39. Why am I having an issue with setting the Password?
Ans :

You need to setup a complex password with following combination

  • 8 characters in length
  • At least 1 upper case alphabet (A, B,C,D, …..)
  • At least 1 lower case alphabet (a, b, c, d……)
  • At least 1 number (1,2,3,4,….)
  • At least 1 special character (!, @, #, _, - only).
40. What are Security Questions and why is it required?
Ans :

Security question is a security feature used to confirm your identity when you may have to reset your password in case you forgot your login password. You should select at least 3 Security Questions and Answers at the time of enrollment and the same questions will be asked to re-verify you to allow the login password reset.

41. connectIPS user Activation?
Ans :

This process ensures that you have entered the correct mobile number and email Id. Your mobile number and email id need to be verified as a part of the username activation process. On the first login, you will be notified at the dashboard as Verification Pending!! with a link for verification.

  1. Click on “Get Code for Mobile”. Enter the OTP code received in your mobile for verification
  2. Click on “Get Code for Email”. Enter the OTP code received in your email for verification.

Once the user activation is successful, you are ready to link your bank account.

42. How do I link my bank account?
Ans :
  1. You need to login to connectIPS with your username and password
  2. Select ‘Bank Account’ from Dashboard
  3. Select ‘Link Account’
  4. Fill your bank account details (ensure that the account no. and name matches with the one provided by your bank)
  5. Select ‘Send for Approval’
  6. Download the linked bank account form
  7. You can link your multiple bank account(s) of any of the member banks & financial institutions

 

You then need to carry the downloaded and duly signed linked bank account form to your bank for one-time verification and activation of the linked bank account. Currently you will have to visit the nearest branch of your bank for the verification and bank account activation process using download form option.

Alternatively, you can select ‘self-verify account’ option to self-verify the linked account such that you will not have to visit bank, provide your bank has activated such feature.

43. What is self- account verification?
Ans :

Customers of BFIs who have enabled self-verification feature can self-verify and activate the linked bank account in connectIPS, such that user will not require to go to the bank/branch counter for account verification and activation process.

The per transaction limits for the self-verified account is maximum of Rs. 1 lakhs and may vary as per bank’s policy. If your bank is enabled for this feature the option of ‘self-verify account’ option will be available in your pending bank account list.

44. How do I self-verify my account?
Ans :

To self verify bank account, you will have to login through web portal of connectIPS (www.connectips.com) and follow the mentioned procedure:

1) Go to link bank account under Bank Account > manage Account to link your account.
2) In pending bank accounts list, click on the pending bank account and go option of self-verify account.
3) Based on the input information and automated process for self-verification, an OTP will be sent to the verified mobile number and email address that is registered at the bank.
4) After the successful verification of OTP, the status of the linked account will change as ‘AUTOACCEPTAPPROVAL’.
5) The system will then generate two micro-deposit amounts that will be credited on the customer’s linked bank account.
6) The user will now have to check the statement of bank account and input the two micro-deposit amounts. Once both micro-deposit amounts are verified, the linked account will be verified automatically and the status of the account will change as ‘ACCEPTED.’
7) Now the linked bank account can be used for normal transaction up to the specified transaction limit.
 
Please go through the link for tutorial video https://www.youtube.com/watch?v=TU_iQ6fu0rw&feature=youtu.be
45. I want to use full transaction limit in my self-verified account, what shall I do to get the full limit?
Ans :
To increase the transaction limit for a self-verified linked bank account, the user will have to go to update limit option available inside manage account and visit bank along with downloaded form.
46. Can I link multiple bank account?
Ans :

Yes, you can link multiple bank accounts in connectIPS.

 
47. What is Primary Account and how do I set a Primary bank account?
Ans :

If multiple bank accounts are linked in connectIPS, one of the bank accounts needs to be set as Primary Account. You will receive the fund in this primary account if fund transfer is based on your mobile number (fund transfer to connectIPS user). The first account linked and activated is defaulted as a Primary account.

To change your Primary Account. Login and Click on Bank Account >> Set as Primary >> Select the Designated Bank >> Set as Primary.

48. Can I link corporate bank accounts or accounts having multiple signatories in the connectIPS?
Ans :

connectIPS is typically low to mid-value transactions for retail customers of the banks and has credentials for single-user access. So, it is recommended that bank accounts that are handled by a single signatory is linked. However, banks may allow linking dual/ multiple signatory account(s) as an operating mandate, corresponding to which additional documentation may be required as per the bank’s policy.

49. Can I disable my linked bank account(s)?
Ans :

Yes, you can disable your already linked account, if you think you are not going to use it anymore and for a longer time. You can enable it again by yourself. Steps to disable a linked bank account is as follows:

  1. Login to your account and select ‘Bank Account’ from Dashboard
  2. Select ‘Manage Account’ to list the linked bank accounts as ‘Account List’
  3. Click on the ‘Disable’ option under Action for the bank account that you want to disable, corresponding to which a confirmation message ‘Are you sure you want to enable/disable this account?’ will be shown, in which you can select ’Submit’ to confirm.

Once submitted, the ‘ACCEPTED’ Status of the bank account will change to ‘INACTIVE’

50. Can I enable my disabled linked account(s)?
Ans :
Yes, disabled linked bank account can be enabled. Steps to enable a linked bank account is as follows:
1. Login to your account and select ‘Bank Account’ from Dashboard
2. Select ‘Manage Account’ to list the linked bank accounts as ‘Account List’
3. Click ‘Enable’ option under Action for the bank you want to enable.  You will now get a message ‘Are you sure you want to enable/disable this account?’ Select ’Submit’
 
Once submitted, the ‘INACTIVE’ Status will change to ‘ACCEPTED’
 
51. Can I delete my connectIPS account(s) or linked account?
Ans :

You can disable the linked account but cannot delete the connectIPS linked bank account.

52. How do I download the form in order to submit to my bank?
Ans :

Once a bank account is linked, then it needs to be verified by the respective bank to activate, corresponding to which a link account form needs to be submitted to your bank. Steps to download such form as follows:

  1. Select ‘Bank account’ from the Dashboard and go to ‘Manage Account’ to list linked bank accounts under ‘Account List’.
  2. Click on the bank account that you want to download the form for and then select on the Download option at the top right side to down the form.
  3. Download and then print the form, which needs to be signed for submitting the nearest bank branch.
  4. Bank representative may request you for a photo-bearing Id to ensure the account holders identify.
53. Why is my bank account showing different Status?
Ans :
  • 'PENDING': Your linked account is yet to be verified by the bank for which you have to submit the duly signed form by downloading from connectIPS portal.
  • ‘ACCEPT APPROVAL’: You have submitted the form and is partially verified by the concerned bank and is pending for final approval.
  • ‘ACCEPTED’: Your linked account has been finally verified by the concerned bank and you can use the account for transactions.
  • ‘REJECTED’: Your request for link account verification has been rejected by the bank. You will have to contact your bank to know the exact reason.
  • ‘SUSPENDED’: It refers that all the linked bank accounts (of all banks) are suspended and can not be used. ‘ACCEPTED’ bank account gets suspended if you reset your password without answering the security questions. You will now have to downloads the forms again and visit your bank requesting for re-verifying the linked bank accounts (at each of the banks).
  • ‘BLOCKED’: It refers that your linked bank account has been blocked by your bank due to various reasons. You will have to contact your bank to know the exact reason.
54. What if I have forgotten my Username?
Ans :

On the main login page, click on Forgot Username, which will allow you to enter your registered mobile number. You will receive a username in your registered mobile number.

 
55. What if I have forgotten my Password?
Ans :

On the main login page, click on Forgot Password

  1. Enter username and mobile number and then answer the security questions (that were setup while creating your connectIPS user).
  2. Select the options Reset with security question and then select Email or Mobile, where you want the new password to be received, if all the entered information are valid.
  3. If you have forgotten answers to the security questions also then try resetting password without security question by clicking on Reset without security questions, which is available next to Reset with security question option. You will have to confirm that ‘I have forgotten security answers’ and ‘I agree for link account suspension’. Agreeing to it will suspend all your verified linked bank accounts as a security measure and the status of the accounts will be in ‘SUSPENDED’. You will have to download the verify link account Form again and visit your bank for re-verification that is available under manage account.
56. What if I have forgot answers to the Security Questions?
Ans :
If you have forgotten answers to the security questions also then try resetting password without security question by clicking on Reset without security questions, which is available next to Reset with security question option. You will then see 2 option I have forgotten security answers and I agree for link account suspension. 
 
Agreeing to it will suspend all your verified linked bank accounts as a security measure and the status of the accounts will be ‘SUSPENDED’. You will have to download the verify link account forms again and visit your bank for re-verification which is available in manage account option.
 
57. Why is my bank account ‘SUSPENDED’?
Ans :

Linked bank account gets SUSPENDED if you have reset your login password without security question. Now you will have to download the link bank account forms again and visit your bank for re-verification.

You can reset your security question from Profile.

58. How do I reset/change my Security Questions?
Ans :

Security questions can be reset/changed from Edit Profile >> Change Security Parameters >> Save.

 
59. How do I reset/change my Mobile Number/Email ID?
Ans :

Mobile number can be reset/changed from Edit Profile >> Change mobile number >> Enter new number>>OTP will received over email and mobile number. By entering the OTP, mobile number is changed.

Email can be reset/changed from My Profile >> Change option is seen beside Email >> change>>OTP will received over mobile number. By entering the OTP, Email id is changed.

60. What is the next step to be taken once the login username is locked?
Ans :

Login Username is locked with 5 wrong attempts of password and will be automatically unlocked after 10 minutes, after which you can try again.

61. Can I use two connectIPS users with the same mobile number and email ID?
Ans :

No, a mobile number once used cannot be used again in another connectIPS user. However same email id can be used in two connectIPS users.

 
62. What is favorite Listing? How does it work?
Ans :

Favorite listing is a process that allows users to add or save the recipient details (beneficiary bank account or beneficiary connectIPS user) which enable quick access for doing transactions.
To create Favorite List, click on Favorite Listing >> Add favorite >> Fill in details >> Save
Now the user can transfer funds based on the favorite name.

63. How long does it take for a fund transfer?
Ans :

The service is available 24x7. The fund transfer is processed with few steps by the sender, whose account is debited on a real-time basis, whereas, the beneficiary typically receives the funds almost immediately.

 
64. Can the transferred amount be reversed?
Ans :

The payments made through connectIPS cannot be stopped or reversed through the system. For this reason, it is important to make it certain that you are sending the right payment amount and to the right beneficiary. Before you make a payment to someone for the first time, double-check with them that you have the correct bank name, branch name, and account number. Confirm the receiver’s name, if the payment is being made to the biller or by using a mobile number of the connectIPS user.

 

65. How do I check the balance and mini statement of my linked bank account(s)?
Ans :

Please go to My Account list in the right side of home page where user has to hover in list of bank and the option to check balance is seen. Please click on it and you will have to enter the transaction password to check the balance.

 
66. My account is debited but the beneficiary has not received the fund transferred. What should I do?
Ans :
  1. Check the transaction detail in connectIPS from the list transaction option. 
  2. If the status of the transaction is Debit Success and Credit Failed then the deducted amount will be refunded back to your account by your bank after the necessary reconciliation at their end (normally within the next working day).
  3. If the status of the transaction is Debit Success and Credit Timeout, then the amount will be manually credited to the beneficiary bank account by the creditor/beneficiary bank after necessary reconciliation at their end (normally within the next working day).
  4. If you do not receive the refund/credit within the next two working days, please contact your bank.
67. Can I view my transaction history? How?
Ans :

Go to the Transaction List option to view your past transactions. You may use various search criteria.

 
68. What is debit success and credit failed in my transaction?
Ans :

If the status of the transaction is Debit Success and Credit Failed then the deducted amount will be refunded back to your account by your bank after the necessary reconciliation at their end (normally within the next working day).

If you do not receive the refund/credit within the next two working days, please contact your bank.

69. What is Time Out in my transaction?
Ans :

If the status of the transaction is Debit Success and Credit Timeout, then the amount will be manually credited to the beneficiary bank account by the creditor/beneficiary bank after necessary reconciliation at their end (normally within the next working day).

If you do not receive the refund/credit within the next two working days, please contact your bank.

70. My transaction is showing Credit ‘Pending’. The amount has already been debited and not credited. Is there a problem?
Ans :

Your transaction is successful, but due to some issues at the beneficiary bank end, there is a delay. The amount will reach the intended beneficiary after the necessary reconciliation at their end (normally within the next working day).

If you do not receive the refund/credit within the next two working days, please contact your bank.

71. Does the beneficiary also require to be a registered user of connectIPS to receive fund?
Ans :

No, the receiver does not require connectIPS user id to receive the fund, user can send to any member bank account by selecting Transfer To >> Bank Account >> Enter the correct bank account details of the receiver.

However, if the receiver/beneficiary is already a connectIPS user then the sender can use the receiver's mobile number for fund transfer, which will be sent to the receiver’s primary bank account.

72. My transaction is successful but I did not receive the service from the merchant/ creditor (service provider). What do I do?
Ans :

In such a case, you will have to contact the respective service provider. Alternatively, you may contact our Helpdesk Support (support@nchl.com.np), who will help you to coordinate with the respective service providers.

73. How do I set login with fingerprint in Mobile App?
Ans :

The mobile device should have fingerprint feature, as a pre-requisite, and the fingerprint already available in the Mobile device of the user will be used for login authentication and transaction authorization.

  1. For setup of fingerprint, log-in with the username and password as per the existing process.
  2. Enable the option of ‘Login Fingerprint’ available in the main menu of the App.
  3. Once login fingerprint is enabled, the user will be asked to confirm its login password as ‘Confirm Password’. After the verification, the user will now be able to use the fingerprint.

However, Fingerprint (Biometric) enabled login will not be allowed to perform any security or profile related changes, for which the user will have to login with normal login password.

74. What is a Transaction password?
Ans :

Transaction password is a 6-digit password that is used to complete your transaction and can be used in combination with the OTP based on the transaction limit. Transaction password will be used to process a transaction up to user define high value limit without OTP. And above the high value limit, the transaction password and OTP will be required for transaction authorization.

 

Alternatively, user can set transaction fingerprint as an alternate to the transaction password during the transaction authorization.

 
75. What is transaction fingerprint and how does it work?
Ans :

This is a feature where the fingerprint of the user will be used to compete a transaction as authorization.

  1. User can enable the option of ‘Transaction Fingerprint’ available in the main menu of the App.
  2. The user will be asked to confirm the transaction password as ‘Confirm Transaction Password’. After the verification, the user will now be able to use fingerprint or transaction password for transaction authorization.
76. What if I forgot my Transaction PIN?
Ans :

In case you have forgotten transaction pin, Go to the menu bar at the top left corner and then click Transaction Password option. Then you can set your new transaction password, which will require verification of OTP in your registered mobile and email. Please enter the OTP to complete the transaction password re-set.

 
77. Why do I have to enter OTP every time I login to mobile App?
Ans :

OTP is asked every time while login into mobile app, when the device you are using is not set as primary. Please click on Menu at top right corner of the App, where there is option of “Set as primary device”. System recognizes your primary device and will not ask OTP from next time.

78. How do I set high value limit mobile app?
Ans :
  1. For existing users, login into mobile app, the user will be asked to set the high value limit.
  2. User have to setup high value limit and enter a verification OTP sent to the registered Mobile and Email of the user. Once the OTP and transaction password is submitted the ‘High Value Limit’ will be set.

 

Transaction password will be used to process a payment up to the defined high value limit. And above the high value limit, the transaction password and OTP will be required to complete a transaction A minimum high value limit in the system to be set by user should be between NRs 5,000 and NRs 100,000 (or as per the NRB regulation for mobile banking).

79. What is the Transaction Limit in Mobile App?
Ans :

It is possible to send an individual payment of up to NRs 100,000 through a mobile app. However, daily transaction limit per each bank is NRs 200,000 through a mobile app. Your bank may set its own limit for their customers depending on their internal policy.

 
80. Are all services available in Mobile App?
Ans :

Normally all the services in connectIPS web are available in connectIPS mobile app.

 
81. How do I make payment using QR Pay?
Ans :
  1. Select QR option available at bottom of the Dashboard of the App. Once the ‘QR Pay’ opens, place the camera over the presented QR so that it remains within the frame.
  2. Once QR code is scanned, user will now be prompted to select his/her linked bank account to pay from to the beneficiary (whose QR have been scanned).
  3. After choosing the debiting account, both sender and beneficiary details will be available in the screen and based on the transaction authorization, the transaction will be completed.

 

Alternatively, beneficiary connectIPS user can also share its QR code to the payer by selecting ‘My QR’ on bottom of the ‘QR Pay’ page to receive payment.

82. Security Tips
Ans :
  1. Do not share your login credentials including username, passwords, security questions with anyone. Your bank and connectIPS team will never ask for the user credentials.
  2. Keep changing all your password more frequently.
  3. Logout from connectIPS mobile app and web application after you have completed the transaction.
  4. In case you have lost your mobile, immediately block the mobile number unless you setup a new SIM in your new mobile.

 

83. Where do I contact for more information?
Ans :

For transaction-specific query/issue, you may contact your bank customer service, who will help with the needed information or the bank may contact NCHL as may be required. For more information, you may contact NCHL at support@nchl.com.np or visit www.nchl.com.np and www.connectips.com.

84. What is a Creditor Listing in connectIPS?
Ans :

Bank account details of the beneficiary can be listed in the connectIPS system as creditor corresponding to which they will be listed in the connectIPS web portal and Mobile App for collection of payments directly into their designated bank account. Service Providers/Merchant can also integrate their web portal with the payment processor (gateway) of the connectIPS, corresponding to which NCHL will provide the necessary APIs of the payment processor such that the payment collection can be initiated from the web portal itself against the service rendered. Service providers/Merchants/Creditors can consult their bank for creditor listing in connectIPS system. For further information about this you can also write to us at businesssupport@nchl.com.np

 Besides commercial creditors/merchants, merchant banks, Insurance companies, credit card bill payments, e-commerce portals, schools/colleges, utility etc. the system is currently being used for revenue collection for various Government offices including Financial Controller General Office (www.rajaswo.fcgo.gov.npwww.revenue.fcgo.gov.np), Inland Revenue Departments (www.ird.gov.np), Public Service Commission (www.onlinepsc.psc.gov.np), Office of Company Registrar (http://www.ocr.gov.np/), Nepal Stock Exchange Ltd. (www.nepalstock.com), Social Security Fund (SSF) and Citizen Investment Trust (CIT)