| Non Transaction SOP and Macros - Other Scenarios |
| Scenarios | Macro Name | Macro Description | L1 | L2 | L3 |
| UPI:How to Delete bank account in Paytm BHIM UPI | Digital:UPI:How to Delete bank account in Paytm BHIM UPI | Hi {Customer Name}, Hope you’re doing fine! We understand that you want to delete your Paytm BHIM UPI bank account. To do so, you can follow these simple steps on your Paytm app: 1. Open your Paytm app and tap on three lines on top-left corner of the screen 2. Now click on "UPI & Payment Settings". 3. Now scroll down to view the list of Bank accounts linked to your UPI address 4. Select the bank name and click on Remove Bank . Visit the link http://www.paytmbank.com/faqs.html for more info on Paytm BHIM UPI | I am unable to add my bank account | I am unable to add my bank account | Customer wants to delete primary bank account |
| How to Change default bank in Paytm BHIM UPI | Digital:UPI:How to Change default bank in Paytm BHIM UPI | Hi {Customer Name}, Hope you’re doing fine! For deleting your Paytm BHIM UPI bank account, please follow these simple steps:1. Open your Paytm app and tap on three lines on top-left corner of the screen 2. Now click on "UPI & Payment Settings". 3. For default bank account, choose/tap the account from the list and a flash message will appear on screen stating that the xxx account has been made Primary/Default bank. Visit the link http://www.paytmbank.com/faqs.html for more info on Paytm BHIM UPI | I am unable to add my bank account | I am unable to add my bank account | Customer wants to delete primary bank account |
| Technical Error - UPI | Digital:UPI:Technical Error - UPI | Hi {First Name}, You are facing transaction issue due to some technical reasons. Kindly re-initiate the transaction in sometime for a successful attempt. You can even try for relogin option before initiating a fresh transaction | Issue with my UPI Transaction | My transactions are getting failed repeatedly | User is experiencing a technical error |
| Money Transfer Failed - PPB insufficient account balance | Digital:UPI:Money Transfer Failed - PPB insufficient account balance | Hi {First Name}, Your money transfer transaction failed due to insufficient balance in your account. Kindly re-initiate the UPI transaction after adding sufficient balance/amount to your Paytm Payments Bank savings account through IMPS from the desired bank account | Issue with my UPI Transaction | My transactions are getting failed repeatedly | User is experiencing a technical error |
| Invalid Debit card details | Digital:UPI:Debit card not recognized | Hi {First Name}, Your Debit card seems unrecognized due to incorrect card details entered. Kindly re-check and enter your appropriate card details. In case the issue still persists, please try again after sometime | I am unable to add my bank account | I am unable to add my bank account | Customer is using an invalid card to link Bank Account |
| What is VPA & UPI Address | Digital:UPI: General Queries | Hi {First Name}, For more information on Paytm BHIM UPI, follow http://www.paytmbank.com/faqs.html and click on the 'Paytm BHIM UPI' tab | I am unable to create UPI address | I am a first time user and I am unable to create my UPI address | User is unaware on how to create a UPI address |
| Digital:UPI: How to check banks list | Digital:UPI: How to check banks list | Hi {Customer Name}, To check availability of your bank in our bank list, please follow these simple steps:1. Open your Paytm app and tap on three lines on top-left corner of the screen 2. Now click on "UPI & Payment Settings".3. To discover the list of banks that are available on UPI platform, tap on ‘Add Bank Account’4. Next, tap on your bank name and we will fetch your registered bank account details along with your mobile number and will add the same to your UPI address | I am unable to add my bank account | I am unable to add my bank account | User is unaware on how to add his/her bank account |
How to use BHIM UPI | Digital:UPI: General Queries | Hi <First Name>, For more information on Paytm BHIM UPI, follow http://www.paytmbank.com/faqs.html and click on the 'Paytm BHIM UPI' tab | I am unable to create UPI address | I am a first time user and I am unable to create my UPI address | User is unaware on how to create a UPI address |
| card details as mentioned by the customer are incorrect | Digital:UPI: Error message - No card record found | Hi <First Name>, You might be facing this issue due to incorrect card details entered. Kindly re-check and enter your appropriate card details before initiating a fresh transaction | I am unable to add my bank account | I am unable to add my bank account | Customer is using an invalid card to link Bank Account |
| Account Balance not visible/Incorrect Account Balance- For wrong credit of failed Txn | Macro 38: Digital: UPI: Add money _lein against failed credit | Hi <First Name>, Your transaction amount of Rs <amount> was erroneously credited to your account against a failed transaction for the UPI reference ID <RRN number> on <dd-mmm-yyyy> As per clause no. 30(b) of the general terms and conditions governing accounts, allows us marking of lien on the customer account, hence we have marked a lien on your account for recovery of the erroneous credit w.e.f________________. We request you to transfer the amount of Rs. <required amount> to your account so that the same can be recovered by us at the earliest and the existing lien on your account may be removed thereof | Issue with my UPI Transaction | Amount deducted from my bank for a failed transaction | Account is marked Lien |
| issue being faced of registration for JIO users customers | Payments Bank: UPI - Issue with Jio users | Hello <First Name>, This is with reference to your query regarding Paytm BHIM UPI registration. We understand that you are not able to receive the SMS while registering for Paytm BHIM UPI. This is found to be an issue at your mobile operator's end where SMS from certain numbers are not getting delivered. We suggest you to get in touch with your network service provider to get this issue resolved. Once the operator's issue gets resolved, you will be able to create UPI profile using this phone number If you are still having trouble, please reach out to us. Regards, Paytm Care Disclaimer - Please do not share confidential information such as the Screenshot of your card, Card Number, PIN, CVV or OTP with anyone. | I am unable to verify mobile number | I am unable to verify mobile number | Customer facing mobile network issues |
| Trigger not received for a number | Digital:UPI:Technical Error (Registration) | Hi <First Name>, You are unable to complete your registration process due to some technical reasons. Kindly re-initiate the registration process in sometime for a successful attempt | I am unable to verify mobile number | I am unable to verify mobile number | Customer facing mobile network issues |
| Device Binding not done | Digital:UPI:Technical Error (Linking Bank Account) | Hi <First Name>, You are unable to link your bank account with the UPI Address due to some technical reasons . Kindly re-initiate the process in sometime for a successful attempt | I am unable to verify mobile number | I am unable to verify mobile number | Customer facing mobile network issues |
| Account already linked with a different Mobile Number | Digital:UPI: De-register previous Number | Hi <First Name>,The bank account you are trying to link is already registered with the some other Mobile number . You are requested to de-register the account from the previously linked mobile number and try again or, you can use the previous mobile number to login on Paytm App and then re-try again | I am unable to verify mobile number | I am unable to verify mobile number | Different number registered with Paytm |
| Account linked with multiple names | Digital:UPI: Adding Indivisual Account | Hi <Customer Name>, The bank account you are trying to add is a shared/joint account with multiple account-holders. We request you to add an account which is linked with a single name to complete the linking process for Paytm BHIM UPI | I am unable to add my bank account | I am unable to add my bank account | Customer have joint account |
| Multiple Bank accounts Linked | Digital:UPI: Specify Account Number | Hi <First Name>,you are requested to please specify the Bank account name and account number you are trying to link, as we can see multple accounts already linked with your UPI address | I am unable to add my bank account | I am unable to add my bank account | Customer have multiple accounts in the same bank |
| Account not getting linked due to some issue at customer's bank | Digital:UPI: Contact Customer's Bank | Hi <First Name>,Your bank account is not getting linked because we have not received any response from your bank. We request you to kindly get in touch with your bank and resolve the same | I am unable to add my bank account | I am unable to add my bank account | Customer is unable to link bank account |
| Customer is using an Expired card to link Bank Account | Digital:UPI:Card Expired | Hi <First Name>,You are unable to complete the registration as your request has been declined by your bank because your card for this account has expired. We request you to use an active card and then register for Paytm BHIM UPI | I am unable to add my bank account | I am unable to add my bank account | Customer is using an invalid card to link Bank Account |
| How to create Secondary VPA | UPI:: Payments Bank: UPI – Not supporting creation of more than one VPA | Hi <First Name>, Hope you’re doing fine! We understand that you have a concern regarding creation of Secondary VPA. We regret to inform you that a user can only create one VPA as currently we are not supporting creation of more than one VPA. If you need any further assistance, please contact us through the ‘24 x 7’ help section and we will be glad to assist you. Thank you for choosing us! | I am unable to create UPI address | I am already using Paytm UPI, but I want to create a new UPI address | Customer wants to cerate secondary VPA |
Deleting Beneficiary details | Payments Bank: UPI - Deleting Beneficiary details | Hi <First Name>, You can delete saved details of any receiver by following these simple steps: Hope you’re doing fine! 1.Open your Paytm app and tap on the three lines on the top left of your screen 2. Scroll down to the ‘Payment settings’ section and tap on 'Manage Beneficiaries' option 3. You will be able to view a list of all the saved receiver details. Click on the three dots, appearing next to the receiver details you wish to delete 4.Tap on 'i' present at the corner of your Beneficiary on Delete and you will get a confirmation to proceed5.Tap on 'Yes, Delete Beneficiary' to confirm the action and the desired receiver details will be erased from your beneficiary list | I am unable to create UPI address | I am a first time user and I am unable to create my UPI address | Customer wants to delete benificiary details |
| OR | |||||
| I am already using Paytm UPI, but I want to create a new UPI address | |||||
| Customer is unable to add Bank account | Digital:UPI: Ask_Customer_Bank_Details | Hi <First Name>, We understand that you are not able to link your bank account with Paytm UPI.You are requested to share your bank account number with us. Our team will look into the matter and get back to you at the earliest | I am unable to add my bank account | I am unable to add my bank account | Customer is unable to link bank account |
| My Bank is not listed here | Hi <First Name>, Hope you're doing fine! Let us have a closer look at your issue. We understand that you're unable to find your Bank in the list of banks shown to you while adding your bank accounts. Please note that this list includes all such banks which are UPI live members as per NPCI. We suggest you confirm with your bank whether it supports UPI services or not. In case your bank supports UPI service, and it is not available in the list shown to you, please get back to us with the IFSC of your bank. If you need any further assistance, please contact us through the ‘24 x 7’ help section and we will be glad to assist you. Thank you for choosing us! | I am unable to add my bank account | I am unable to add my bank account | Customer bank is not listed in our App | |
| PI:: Error Screenshot | Hi <First Name>, Hope you're doing fine! We request you to kindly share the screenshot of the error message displayed on your screen with us. We will look into the matter and will surely get back to you with a required solution within the next 2 working days | L1 & L2 Should be As per customer Issue | L1 & L2 Should be As per customer Issue | Insufficient details | |
| I am unable to register for Paytm BHIM UPI(User is not aware of UPI registration flow) | UPI:: Payments Bank UPI - How to register | Hi <First Name>, Hope you are doing fine! For your smooth and hassle-free UPI registration, please ensure that the sim card on your device is that of your Paytm registered mobile number and also the same number should be there in your bank account which you are trying to link Launch your Paytm app and Tap on the 'UPI' icon on home-screen. Select the name of the bank whose account you want to link. Paytm will verify your mobile number by sending an SMS from your mobile device (please ensure you have sufficient balance in your phone and also have given Paytm the permission to send SMS). In case, you fail to receive the SMS, then we would request you to have patience as there might be a delay at Telecom Operator's end. After mobile number verification, your account details will be fetched from your bank and your bank account will be linked to your Paytm UPI account Once the account is linked, you would be prompted to set your UPI PIN, tap on Set UPI Pin. The default VPA set post linking your bank account is your 10 digit number followed by @paytm, so if your paytm registered mobile number is 1234567890 then your default VPA will be 1234567890@paytm Going forward you can give this UPI VPA to your friends/colleagues and they can transfer money to your linked bank account without knowing the actual account details . For more information on Paytm BHIM UPI, follow http://www.paytmbank.com/faqs.html | I am unable to create UPI address | I am a first time user and I am unable to create my UPI address | User is unaware on how to create a UPI address |
| I am unable to register for Paytm BHIM UPI(Different number used / Different device used) | UPI:: Payments Bank UPI - Different number used / Different device used | Hi <First Name>, Hope you’re doing fine! Based on the details you have shared with us, it looks like the number you are using to register on Paytm BHIM UPI is different from your registered mobile number. Please ensure that the SIM on your phone is the same as your Paytm registered mobile number. Please feel free to share the error screenshot with us, if the issue still persists | I am unable to verify mobile number | I am unable to verify mobile number | Different number registered with Paytm |
| I am unable to register for Paytm BHIM UPI(SMS Issue) | UPI:: Payments Bank UPI - SMS Issue | Hi <First Name>, Hope you’re doing fine! In case you fail to receive the UPI registration SMS, please ensure that you have sufficient balance in your mobile number and you have provided access to Paytm for sending SMS from your device. Please feel free to share the error screenshot with us, if the issue still persists | I am unable to verify mobile number | I am unable to verify mobile number | Doesn't have enough balance to send SMS |
| I am unable to register for Paytm BHIM UPI(Unable to link account) | UPI:: Payments Bank UPI - Unable to link account | Hi <First Name>, Hope you’re doing fine! In case you are unable to link your Bank account to Paytm BHIM UPI, please ensure that you have registered your Paytm registered mobile number with your Bank for Mobile Banking. In case, you are still facing issues, then kindly call us on 0120-4456456. We will try to resolve the error at the earliest | I am unable to add my bank account | I am unable to add my bank account | Customer is unable to link bank account |
| How to change UPI ID | UPI:: Digital How to change UPI ID | Hi <first name>, Hope you’re doing fine! For updating your UPI ID, open your Paytm App and go to ‘UPI Money Transfer’. Tap on ‘More’ and click on the three lines on the top left corner of your screen. Select the ‘Edit UPI ID’ option, create a UPI ID of choice and 'Save' it. Please be informed that our system only allows you to change your UPI ID twice, to avoid any kind of frauds. In case you are unable to find the option to edit the UPI ID, please update/re-install your Paytm app and try again. | I am unable to create UPI address | I am already using Paytm UPI, but I want to create a new UPI address | Customer wants to cerate secondary VPA |
| SMS Verification failed | - | ANDROID Users -
Hi <First Name>,
We understand that you’re unable to verify your mobile number. We can help you with that, please follow the below-mentioned steps:
iPhone Users –
Hi <First Name>,
We understand that you’re unable to verify your mobile number. We can help you with that, please follow the below-mentioned steps:
| UPI - Issue with payment settings | I am unable to verify mobile number | Agent will select 'L3' as per scenario - 1. Doesn't have enough balance to send SMS 2. Customer facing mobile network issues 3. Paytm App is not updated 4. Changes screen during the varification process 5. User is unaware on how to verify mobile number 6. Information shared |
| Unable to make payments - redirecting to same page once clicked on "PAY" option | - | Hi <Customer name>, We understand that you are facing issues while making a payment. We can help you with that, we suggest you make amendments in "Phone settings" as follows - 1. Go to Phone Settings 4. Make sure this is in the 'OFF' state | UPI - Issue with payment settings | Unable to make payment | Information shared |
| Device Passcode Issue | Macro name - UPI:: Device Passcode issue | Hi <Customer name>, Thank you for contacting us. For security purposes, it is now mandatory to set a passcode on your iPhone in order to use Paytm for making payments. This helps to ensure that only you can make transactions through the app and protects your personal and financial information. Please let us know if you have any further questions or concerns. | UPI - Issue with payment settings | Unable to make payment | Device Passcode issue |