promptpay

1. What is Krungsri PromptPay service?

Krungsri PromptPay is a new way to receive and transfer funds using the payee’s mobile phone number, Citizen ID number or Tax ID number that has been registered for PromptPay, which makes transferring and receiving funds more convenient and safe. Krungsri PromptPay service is a part of national e-Payment Plan that aims to increase the efficiency of Thailand’s payment infrastructure system.

2. Why do I need to register for Krungsri PromptPay? If I have not registered, can I still make any transactions?

If you do not want to miss any funds transfer from the government, for example personal income tax returns, you should register for Krungsri PromptPay.

For the public and farmers, PromptPay allows the government to transfer subsidies and welfare payments direct to their registered account, in the cases of disaster, low productivity, etc.

In the past, senior citizens need to through many processes to receive the senior allowance and have to send the copy of their bank account. But these complicated processes will be reduced through using Krungsri PromptPay; those who have previously registered for Krungsri PromptPay can instantly receive the allowance. This also includes the government welfare payments such as pension, military pension, and special pension, where the money will be transferred directly to the registered accounts via Krungsri PromptPay.

3. Will Krungsri PromptPay service replace every system that requires cash? If yes, when?

For now, Krungsri PromptPay service is used for receiving funds directly from the government such as welfare payments, senior allowance, subvention, and tax returns via the citizen ID number that is linked with the bank account.

Transferring-receiving funds from person to person: Funds from relatives, friends, and payments for goods or services will be quickly transferred and received via your bank account that has registered for Krungsri PromptPay using either your mobile number or citizen ID number that is linked to your registered account. Simply inform the payer of the number that is linked to the receiving account.

4. I have several accounts at different banks but only one mobile phone number, which account and which bank should I register for PromptPay?

You can choose to register your account to link with your citizen ID number or mobile phone number at your own convenience and preference. After registration, they can later cancel or change the account they link with.

5. How can customers de-register for Krungsri Promptpay?

Customers can de-register via any Krungsri branch.

1. How can I register to link the account with Krungsri PromptPay?

Individuals can register and link their savings or current account with mobile phone number or citizen ID number via the following channels: Krungsri ATM, Krungsri Online, krungsri app and Krungsri Biz Online, Krungsri branches. The bank may require different documents for different channels of registration as follows:

Krungsri ATM:
1. ATM card and the PIN number
2. Citizen ID number or Mobile phone number to link with the account

Krungsri Online / krungsri app / Krungsri Biz Online
1. Username and Password
2. Citizen ID number and/or Mobile phone number to link with the account

Krungsri Branches
1. Citizen ID card
2. Citizen ID number or Mobile phone number to link with the account

• In the case that you are not the owner of the mobile phone, please bring along monthly invoice that indicates the name of the registered owner of the mobile phone number, for which the Invoice needs to be of the latest month or at most 2 months in retrospect. The registered owner has to be related to you in one way or another, for example father, mother, spouse, or children. On top of that, the registered mobile number owner needs to present the citizen ID card at the branch in person along with documents that indicate the relationship with the account owner, i.e. marriage certificate, birth certificate, house registration certificate or certificate of name change, accordingly.

2. How can customers register for Krungsri PromptPay?

Customers can register via the following channels.

1. Krungsri ATM
2. Krungsri Online
3. krungsri app
4. Krungsri Biz Online
5. Any Krungsri branch

3. Do I need to register for Krungsri PromptPay soon? Is it possible not to register?

The decision is up to you and based on your need. However, as the government’s policy is to pay welfare payments and tax returns to individuals via PromptPay using their citizen ID numbers instead of their account numbers. Registering for PromptPay service will enable you to conveniently receive such funds.

4. Is there any fee for Krungsri PromptPay registration?

There is no fee for Krungsri PromptPay registration.

5. How many accounts can be linked to citizen ID number or mobile phone number?

• One citizen ID number can be linked with only one account.
• One mobile phone number can be linked with only one account.
• One bank deposit account can be linked with both citizen ID number and mobile phone number.
• One bank deposit account can be linked with as many as 3 mobile phone numbers.

6. Which type of account can register for Krungsri PromptPay service?

Savings account and current account of an individual who is of Thai nationality. Individuals who are sole accountholders who also open a bank account under the name of “……Shop/Store” or “…………….. Shop/Store by, as well individuals who are not of Thai nationality having Thai currency deposit account. Non-Thai individuals can only link their account with mobile phone number.

With the exception of the following:

1. Joint account (and/or)
2. “For / By” account. For example a minor’s account by the parents or parent’s account for the minor, or employer’s account for the employee or the employee’s account for the employer.

7. Can I change the information of my account number or mobile phone number after registration for Krungsri PromptPay? Will there be any fees incurred?

Yes. You can change or cancel the account or mobile phone number previously registered with Krungsri PromptPay at any Krungsri branches nationwide and is free of charge.

8. If my registered account for Krungsri PromptPay is closed or cancelled, what do I do?

If the account is closed or cancelled, this will lead to Krungsri PromptPay service being automatically cancelled. In order to use the service again, you need to re-apply for Krungsri PromptPay again.

9. If I have previously registered for PromptPay at other banks, what do I do in order to register for Krungsri PromptPay?

You need to contact the bank to cancel your current PromptPay account before registering for Krungsri PromptPay.

10. Is Krungsri PromptPay secure?

Krungsri PromptPay service is highly secure in accordance with international standards, and it is under close supervision of the Bank of Thailand, in the same manner as other existing fund transfer systems.

11. After I have registered for Krungsri PromptPay, if I change the mobile phone network provider while keeping the same phone number, what do I need to do? Or if I change my mobile phone, what do I need to do?

You do not need to take any extra process with Krungsri because it will not affect the registration of Krungsri PromptPay service or any funds transfer via Krungsri PromptPay.

12. If I stopped using /cancelled the mobile phone number that is registered and linked to an account already, or if I changed to a new mobile phone number, what do I need to do?

Please notify the Bank to cancel the link to the account within the system immediately while registering the new mobile phone number with your savings account again at the same time.

13. Can I use a mobile phone number with a prepaid plan?

Yes, you can register as long as the mobile phone number is registered under your name.

14. How do I know if my mobile phone number has been registered with my mobile phone network provider using my ID card number?

You can check on your own by pressing *179*13-digit ID card number# no space and dial. The system will answer if your mobile phone number has been registered using the citizen ID card number you have entered. If they do not match, you must change the registration details at a service center of your mobile phone network provider before registering for PromptPay.

15. Can an internationally-registered mobile phone number apply for the service?

No.

16. Can I use home phone number for registration?

No. Home phone number cannot be registered because the Bank is unable to validate the number by sending OTP (One Time Password) via SMS using a home phone.

17. Can the account without the debit/ATM card register for Krungsri PromptPay service?

Yes, the account without debit/ATM card can register for Krungsri PromptPay service.

18. If the user has not switched to debit/ATM card with chip card, can he/she apply for Krungsri PromptPay service?

Yes, the user can.

19. If I previously used my mobile phone number for use with krungsri app or any Mobile Banking services of any other banks, do I have to register for Krungsri PromptPay service as well?

Yes, you have to register for Krungsri PromptPay in order to use the service. This is because Mobile App and Mobile Banking service are not the same service as the registration service to link a mobile phone number within the PromptPay service.

20. Can I re-apply for Krungsri PromptPay after I cancelled it?

Yes, you can.

21. What should the elderly or those who do not have mobile phones do?

PromptPay service can be registered by linking the savings account with either a citizen ID number and/or mobile phone number. So in case that the users do not have a mobile phone number, they can link their savings account with citizen ID number only.

22. If I register for Krungsri PromptPay, will government agencies automatically deduct funds from my account?

No. PromptPay service is for receiving funds only. To withdraw funds, one must follow the regular funds withdrawal procedure.

23. To receive funds from government agencies, do I need to link PromptPay service to a government bank?

No, this is not necessary. Funds from the government sector can be transferred to a PromptPay account linked with the citizen ID number for any bank. Tax refund, social security funds, pensions, etc. will be transferred to a PromptPay account linked with the citizen ID number.

24. Can I assign other person or representative to apply for the service on my behalf?

No, you have to register for the service yourself.

25. Is there a minimum age limit for Krungsri PromptPay applicants?

There is no minimum age limit. Anyone with an account under his/her name who meets all the bank’s conditions can apply for Krungsri PromptPay.

26. With Krungsri PromptPay service up and running, can I still use traditional fund transfer services of the Bank?

Yes, you can.

27. If a customer cannot remember whether he/she has registered or not, what should the customer do?

The customer can check the registration status on his/her own via Krungsri ATM, Krungsri Online and krungsri app, or make an inquiry at Krungsri Call Center 1572

28. How can customers de-register for Krungsri Promptpay?

Customers can de-register via any Krungsri branch.

1. Must Krungsri PromptPay fund transfer users register for the service?

• The payer does not have to apply to register and link the account with PromptPay number, yet can transfer funds via four Krungsri PromptPay channels, namely Krungsri ATM, Krungsri Online, Krungsri Biz Mobile and krungsri app.
• The payee must register to link his/her account with mobile phone number, citizen ID number or Tax ID number.

2. Is it possible to transfer funds to overseas bank account or from overseas bank account to domestic bank accounts via Krungsri PromptPay?

No, because Krungsri PromptPay fund transfer service is applicable for domestic service only.

3. With Krungsri PromptPay fund transfer service up and running, can I still use traditional fund transfer services of the Bank?

Yes, you can make traditional transactions as usual.

4. What are the maximum transfer frequency and maximum transfer limits allowed by Krungsri PromptPay per transaction and per day?

There is no limit to the number of fund transfer transactions per day. The maximum limit and transfer amount per transaction and per day are in accordance with the Bank’s regulations.

The maximum limits of each channel
  * Senders can extend the limit up to THB 2,000,000 per day in krungsri app. Limit as mentioned is the total transfer amount via Krungsri Online and krungsri app.

5. What should I do if some errors occur during funds transfer via Krungsri PromptPay, for example the payer’s account balance is deducted but the payee does not receive the money or if transfer is made to the wrong account?

The customer should keep the details or proof of transfer and inform the Call Center 1572 or any branch of the Bank of Ayudhya for the verification. The Bank has come up with the process that deals with this issue, which is the same process that we have for the current funds transfer issue.

6. After the payer successfully transfers the funds, when will the payee receive it?

Immediately.

7. Can the payer use PromptPay service to transfer cash or cheque?

No. The payer needs to deposit cash or cheque in the account first. (In case of cheque, it needs to be cleared first.) Then, the payer can use PromptPay service as usual.

8. How can the payer check the payee’s name?

The system will notify the payer of the “payee’s account” so that he/she can verify it before making a transfer. Therefore, the payer must check the payee’s account and the transfer amount before confirming the transaction.

9. What should I do when making PromptPay transfer via ATM/RATM?

The ATM/debit cardholders will have to go to the ATM machine of each respective bank and select PromptPay transfer.

10. When ATM runs out of slip, why can I not transfer funds via ATM?

As a requirement for fund transfer, the ATM must have slips to provide customers as proof of payment.

11. What should I do if I want to make PromptPay transfer but know only the payee’s account number, instead of citizen identification number or mobile phone number?

You can make interbank transfer by using the Bank’s current On-line Retail Funds Transfer (ORFT) service. The fee is 25/35 baht per transaction (based on the fund transfer amount in each channel), which is different from PromptPay transfer.

12. After the funds have been successfully transferred, will there be any service to send SMS notification to the payer and the payee?

For customers who have transferred funds via Krungsri Online, krungsri app and Krungsri Biz Online, the Bank will send SMS notification to the payer and payee. The customer must click “yes” to send SMS notification to the payer and the payee.

13. Why do I receive two SMS notifications that money has been deposited into the accounts but upon checking the balance, there was only one deposit transaction?

If a customer applies for SMS Alert service, the system will send him/her a notification of a deposit transaction. In addition, if a payer requests that an SMS be sent to the customer, the system will send an SMS to the customer too. Therefore, it is possible for a customer to receive two SMSs for one transfer transaction.

14. If a payee’s mobile phone number registered with PromptPay has an issue pertaining to signal suspension or has been cancelled, can a payer transfer funds to the payee?

If the payee has not canceled the registration of a PromptPay number with this phone number, the payer can conduct PromptPay funds transfer as usual. However, the payer will need to verify the payee’s name before confirming any transaction involving fund transfer.

15. If a payee receives funds via PromptPay but does not know the payer, what should he/she do?

The payee should contact Krungsri Call Center 1572 or any Bank of Ayudhya branch to check. If he/she is contacted by the payer to transfer the funds back, he/she must not do so by himself/herself as this may be a scam.

16. Why do cards of some banks not allow PromptPay fund transfer?

Currently, some banks are not ready to serve as a payer but they can be a payee. Nonetheless, customers can contact the Call Center of each bank for more information The Bank of Ayudhya is ready to provide PromptPay funds transfer service both as a payer and a payee.

17.Why does PromptPay fund transfer to a citizen ID number /mobile phone number fail?

A citizen ID number/mobile phone number to which a customer wants to transfer funds must be registered for PromptPay first before it is entitled to receive funds transfer (in the case that the system works normally after verification).

18. Why some banks do not charge transaction fees for PromptPay fund transfer service?

Each bank has different policies on waiving PromptPay fund transfer fees for their customers. Customers can check the fee rates from banks’ announcements via their respective branches or websites. The Bank of Ayudhya offers a promotion for free funds transfer via PromptPay. For more details, please refer to the Krungsri Debit Jad Hai Savings Card section.

19. What should be done if a payer successfully completed a fund transfer transaction, and his/her funds have been deducted from his/her account, but the payee has not received the funds or has not received the funds in full?

The payer can contact Krungsri Call Center 1572 or a Krungsri branch. The Bank will check the transaction, inform the payer of the results, and update the transaction (if any) within the following periods:

• 3 business days for PromptPay service.
• 5 business days for non-PromptPay service.

20. If a payer transfers funds to a wrong PromptPay number, what should he/she do?

The payer should contact Krungsri Call Center 1572 or a branch of the Bank of Ayudhya to coordinate with the payee. The Bank will inform the payer of the results within the following periods:

• 15 business days for fund transfer within the same bank.
• 20 business days for interbank fund transfers.

Remarks: Items 19-20.

1. All banks apply the same service period, with reference to the Bank’s Notification at www.krungsri.com under the subject “Service Level Agreement (SLA) of the Bank for Retail Customers.”
2. This does not include suspected cases of fraud or embezzlement.
3. The service period starts on the following business day after which the bank is informed or receives a written notice or an application containing complete details and documents from the customer (as the case may be).

21. What are the details of the Krungsri PromptPay registration promotion with regards to free fund transfer service?

Customers who signed up for PromptPay service from date of launch of service until 31 December 2016 are eligible for free fund transfer via PromptPay from 27 January 2017 to 26 January 2018 (1-year free service).
 

1. The customer must register a ‘transfer account’ during the promotion period to receive the privileges.
2. In the case that the customer links more than one PromptPay number to one bank account during the promotion period:
   2.1 If he/she cancels linking one PromptPay number while keeping other PromptPay numbers:
   -> He/she will still be eligible for free fund transfer via PromptPay.
   2.2 If he/she cancels linking all PromptPay numbers:
   -> He/she will not be eligible for free fund transfer via PromptPay.
   2.3 If he/she cancels linking all PromptPay numbers and then applies to link another number or the same number in 2017:
   -> He/she will not be eligible for free funds transfer via PromptPay.

Recommendations on PromptPay funds transfer

• The payer should learn and study how to safely use the service such as checking the payee’s name and last name as well as transfer amount every time before confirming the transactions. Moreover, he/she needs to regularly check the balance or apply for account balance notification.
• The payer must safely keep the username/password of mobile banking and internet banking, including ATM card and PIN code, and must not disclose such information to anyone.
• Please be careful! If the system works slowly or sluggishly or there are some errors during the confirmation process, the user must check if the transaction that he/she just executed is completed and whether the payer’s account balance is deducted. Please avoid immediate resubmission of fund transfer without checking the transactions first.
• Please pay careful attention to the mobile devices that is/are linked to PromptPay transactions to prevent others from using them, in the same way as safekeeping your credit card or ATM card.
• Please be careful and keep the following confidential information:
  - Do not disclose the username / password, date of birth, citizen ID number, and account number to others or write them down explicitly.
  - Do not give personal documents such as a copy of citizen identification card to others.
  - If there is any anomaly with the signal of mobile phone that is used for receiving OTP or making financial transactions, for example you cannot make or receive any calls, please contact the service provider immediately.

1. What are the precautions about using Krungsri PromptPay?

Customers should check his/her payees’ first name and surname before confirming each fund transfer transaction.

2. Is Krungsri PromptPay secure?

Krungsri PromptPay service is highly secure in accordance with international standards, and it is under close supervision of the Bank of Thailand, in the same manner as other existing fund transfer systems.

3. Is the information on PromptPay registration, linking account to PromptPay number and so on stored in citizen ID cards or debit/ATM chip cards?

Information is not stored in citizen ID cards or debit/ATM chip cards but in a highly-secured central system, along with a robust backup system.

4. How secure is the fund transfer service via Krungsri PromptPay using a citizen ID number, in terms of service user’s information?

The security of fund transfer via Krungsri PromptPay is no different from other fund transfer methods. Please make sure that you give your citizen ID card number to someone that you trust. But if you wish to notify the PromptPay number, it is better to give your mobile phone number as a reference number.

5. Is my personal data/information secured?

Personal data/information of service users is highly secured. The Bank and the NITMX are not allowed to disclose or sell this personal data as this is controlled by the Financial Institutions Business Act and the Royal Decree on Regulating Electronic Payment Business, which the Bank and NITMX strictly comply with. In addition, this is under the BOT’s regular supervision.