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NCHL- connectIPS FAQs
1. 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 and Smart Choice Technology Ltd.

2. 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 the sender and receiver. The system is available 24x7 through alternate channels of the web (www.connectips.com), mobile App and payment process/ gateway. This can also be accessed from the mobile/internet banking of major banks & financial institutions and App/Web of various mobile wallets.

3. Is connectIPS another mobile wallet?
Ans :

connectIPS is only a platform to link multiple bank accounts and to process payment transactions through one of the linked bank accounts, unlike the requirement of load/unload of the fund in mobile wallets. Multiple mobile wallets are associated with connectIPS to help them load/unload funds in their wallets.

4. What are the services available?
Ans :

connectIPS is a single payments platform that allows you to link one or multiple bank accounts and then use one of such bank accounts for payments. It can be used as a 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, other 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, stockbrokers, insurance premium, and many more. 
5. 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 a mobile app. It is also the daily transaction limit per each bank. The current monthly transaction limit is 50,00,000 and 10,00,000 for web and mobile channels respectively. However, your bank may set their own limit for their customers depending on their internal policy.

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

Most of the biller payments (service payments) are free for the customers. The transaction fee is Rs. 2 to 15 based on the transaction amount slab. However, you may refer here for transaction slab details.

7. 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.

8. 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.
9. 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. 

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

You need to set up a complex password with the following combination

  • 8 characters in length
  • At least 1 upper case alphabet (A, B, C, D,...)
  • At least 1 number (1,2,3,4,...)
  • At least 1 special character (!, @, #,_,-only). 
11. 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 Question and Answer at the time of Registration and the same questions will be asked to re-verify you to allow the login password reset.

12. 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.

13. 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.

<Refer here for connectIPS live member Banks>

14. Can I link multiple bank account?
Ans :

Yes, you can link multiple bank accounts in connectIPS.

 
15. 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.

16. 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.

17. 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’

18. 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.
19. 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.
20. 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.

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

On the main login page, click on Forgot Password

  1. Enter the username and answer the security questions (that were set up while creating your connectIPS user.
  2. Select the options of Email or Mobile, where you want the new password to be received, where you will receive the new password if all the entered information is valid. 
  3. If you have forgotten answers to the security questions also then try resetting the password without security questions, which is available just below the security questions. If you reset without security question, then all your verified linked bank accounts will be ‘SUSPENDED’. You will have to download the verify link account forms again and visit your bank for re-verification.
22. What if I have forgot answers to the Security Questions?
Ans :

Click on Forgot password. Enter username and click on forgot security answers below security question. If you reset without security question, then all your verified linked bank accounts will be ‘SUSPENDED’. You will have to download the verify link account forms again and visit your bank for re-verification.

 
23. 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 Edit Profile.

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

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

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

Mobile number can be reset/changed from Edit Profile >> Change Mobile Number >> Save.
Email can be reset/changed from Edit Profile >> Change Email >> Save.

26. 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.

27. 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.

 
28. 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.

29. 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.

 
30. 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.

 

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

Go to Bank Account >> Account Info >> choose the option

 
32. 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.
33. 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.

 
34. 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.

35. 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.

36. 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.

37. 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.

38. 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.

39. What is a Transaction password?
Ans :

Transaction password is a 6-digit pin that is used to complete your transaction in connectIPS, and is used in combination with the OTP based on the transaction limit.

 
40. 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.

 
41. 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. It is also the daily transaction limit per each bank. The current monthly transaction limit is 10,00,000 per bank for mobile apps. However, your bank may set its own limit for their customers depending on their internal policy.

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

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

 
43. 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.

 

44. 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.

45. 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)