Bill Pay (General):
Please ask the customer to follow the proper steps to perform bill payment and try again. This
type of issue appears while there is some sort of network or system interruption occurs on
biller’s end. Please suggest the customer accordingly. If the customer still faces the same issue,
Please ask the customer to communicate with the respective biller.
If cannot find the biller/billing option:
Please ask the customer to follow these steps:
1. Dial *167#
2. Press 5
3. Press 12
4. Press 1
5. Input Biller A/C Number
6. Input other necessary information
7. After inputting necessary info, give the PIN no. & complete bill payment
If Customer/Uddokta can pay bill after the reported date:
Please ask the customer to check and try again.
If Customer/Uddokat has not been able to pay bill since the reported date:
Check through our portals/team members and give the appropriate verdict.
APP Error:
If MNO Name and Number don’t match:
Android:
Please ask customer to update his operator by dialing *167# then > 7 (My Nagad) then > 3 (Update
Operator).
iOS:
Please ask customer to update his operator by dialing *167# then 7. My Nagad then >> 3 Allow New
Device >>1 iPhone >>Enter PIN>>Get Token. Afterwards, input the token manually to get OTP and log in
to the app.
Additional Instructions If Issue still exists:
This is mandatory that NO VPN should be connected through Phone. Then please, ask the customer to
clear data for NAGAD app and uninstall the existing app from phone. Then suggest him/her to go to
Playstore/AppStore to download the updated NAGAD APP. After that, please kindly guide customer to
enable all the necessary permission for android app from (Settings- App settings/Manager- Nagad- All
permission- Enable/Yes, ensure these permissions from app settings (contacts, camera, Location, Files,
Storage - all permissions in list) need to be provided for Nagad app; also customer needs to check his
internet connectivity during app login. This will solve user SIM-slot issue, SMS/OTP auto-read Issue along
with app login Issue. Thanks.
Blocked/Suspended Profile:
#Please check and lift the suspension from the Customer profile.
#Please check and remove the Block from the Customer.
If OTP is not read/Device Issue:
Please request the user to restart the device and try again. Please confirm if the permissions are allowed
for the Nagad app from the device. If the issue still persists, then ask the user to try logging into Nagad
app using a different handset as this issue is related to specific handset.
If MNO Name and Number match & No Suspension issue:
Other MNO:
Please guide user to follow these instructions, if problem still exists.
• Use the latest version of the app available in play store or, app store
• Clear App data from App settings (uninstall and install again doesn’t always clear cache data)
• Provide necessary permissions from app settings.
• Check internet connections
• Keep Nagad account SIM in slot 1
• If user trying to set PIN with the app but auto-read doesn’t work, set PIN via USSD first and then log in
to the app with ensuring previous instructions. Thanks.
GP DND:
For GP DND:
According to our investigation the MSISDN is in DND mode currently.
Please ask the customer to communicate with GP customer care and ask them to remove DND mode for
corporate SMS/CMP.
For GP Non DND:
Please guide user to follow these instructions, if problem still exists. • Use the latest version of the app
available in play store or, app store • Clear App data from App settings (uninstall and install again
doesn’t always clear cache data) • Provide necessary permissions from app settings. • Check internet
connections • Keep Nagad account SIM in slot 1 • If user is trying to set PIN with the app but auto-read
doesn’t work, set PIN via USSD first and then log in to the app with ensuring previous instructions.
Thanks.
# For Chinese ROM • If the device ROM of is Chinese then, Ask the customer to use global ROM rather
than Chinese ROM. (In case all troubleshooting process failed)
#If the issue still persists, then ask the user to try logging into Nagad app using a different handset as
this issue is related to specific handset.
Global DND Removal for GP Users:
Directions for Global DND removal for Grameenphone
1. Call Grameenphone contact center by dialing 121 & than press '9' for customer support.
2. When respective agent receives the call, tell him/her about wanting to talk to Specialized Customer
Support Team directly. Then Proceed to talk to the Specialized team.
3. Again another respective agent from specialized team should receive call.
Tell him/her that I'm not getting any OTP/SMS from Nagad & want to deactivate Global DND mode for
my desired Number. After he/she verifies the mobile number by cross-checking., he/she should
deactivate the Global DND mode from that number and confirm to us.
Note: We should contact Grameenphone with the number which is not getting Nagad OTP/SMS.
otp
OTP Not getting auto read:
Please guide user to follow these instructions, if problem still exists.
• Use the latest version of the app available in play store or, app store
• Clear App data from App settings (uninstall and install again doesn’t always clear cache data)
• Provide necessary permissions from app settings.
• Check internet connections
• Keep Nagad account SIM in slot 1
• If user is trying to set PIN with the app but auto-read doesn’t work, set PIN via USSD first and then log
in to the app with ensuring previous instructions.
# For GP:
If the issue still persists after following the above steps then,
Please request the user to reach the GP customer care agent (through 121/ GP website chat/other
Digital platforms) and ask to remove his Number from DND list for external/3rd Party Corporate SMS
# For Chinese ROM
• If the device ROM of is Chinese then, Ask the customer to use global ROM rather Chinese ROM. (In
case all troubleshooting process failed)
Not getting SMS:
Please guide user to follow these instructions, if problem still exists.
• Use the latest version of the app available in play store or, app store
• Clear App data from App settings (uninstall and install again doesn’t always clear cache data)
• Provide necessary permissions from app settings.
• Check internet connections
• Keep Nagad account SIM in slot 1
• If user trying to set PIN with the app but auto-read doesn’t work, set PIN via USSD first and then log in
to the app with ensuring previous instructions.
# For GP:
If the issue still persists after following the above steps, then,
Please request the user to reach the GP customer care agent (through 121/ GP website chat/other
Digital platforms) and ask to remove his Number from DND list for external/3rd Party Corporate SMS
# For Chinese ROM
In case all troubleshooting process failed,
• If the device ROM of is Chinese then, Ask the customer to use global ROM rather Chinese ROM.
*** Please ask the customer to delete some previous SMS from inbox to clear SMS memory and try
again.
Please guide user to follow these instructions,
• Remove and clean the SIM/SIM slot and keep it in slot 1
• Ask the customer to delete some previous SMS from inbox to clear SMS memory and try again.
• Use the latest version of the app available in play store or, app store
• Clear App data from App settings (uninstall and install again doesn’t always clear cache data)
• Provide necessary permissions from app settings.
• Check internet connections
If the issue still persists after following the above steps, then,
• Request the user to reach the respective MNO.
In case all troubleshooting process failed,
• If the device ROM of is Chinese then, Ask the customer to use global ROM rather Chinese ROM.
• Use the latest version of the app available in play store or, app store
• Please ask the customer to delete some previous SMS from inbox to clear SMS memory and try
again.
• Clear App data from App settings (uninstall and install again doesn’t always clear cache
data)
• Provide necessary permissions from app settings.
• Check internet connections
• Keep Nagad account SIM in slot 1
• If user trying to set PIN with the app but auto-read doesn’t work, set PIN via USSD first
and then log in to the app with ensuring previous instructions.
Thanks.
iPhone Log in/OTP generation:
iPhone activation steps
Please ask the customer to follow below steps,
• Open iPhone app then Tap Log in/Registration button
• Enter Mobile number then Tap
• Dial *167#
• Go to 7 (My Nagad), then select Allow New Device
• Select iPhone from Allow New Device option
• Enter Pin and confirm
• Go to Mobile app and Enter the received Token number
• Enter Pin and OTP
N.B: Please finish the process within 02 minutes.
No KYC Issue
As per checking, this customer has NO KYC. For such kind of issue, our concern vendor is still working
and it will be resolved soon. We will update here when it will be resolved.
SMTAP Issue:
If Account is not activated and amount is not withdrawn:
SMTAP will be reversed soon. Thank you.
If Account is activated and amount is withdrawn:
Customer has already opened account and performed successful transaction. So SMTAP did not take
place. Thank you.
Account Profile Update:
Profile will be updated at the end of the day.
Add Money Complain:
If everything is OK (Profile, MNO, Limit, Card Limit, OTP Generation):
Customer is in Full Profile status, please instruct the customer to perform Add MONEY by maintaining
proper steps again. If problem still exists, customer can verify permission related issue for that specific
card with respective bank. Thanks.
OTP Issue while MNO Mismatch or profile restriction:
Please ask the customer to update his operator by dialing *167#>> 7>>My Nagad >> 3 Update operator.
When/if customer is in Full Profile status, please instruct customer to perform Add MONEY by
maintaining proper steps again. If problem still exists, customer can verify permission related issue for
that specific card; with respective bank. Thanks.
Mobile Recharge:
First ask confirmation from DB if trx actually failed/reversed by asking for ias.ias_dfs_transaction and
extch.air_recharge_log for the transaction IDs (to clarify which specific trx was unsuccessful).
STATUS CODE [air recharge]:
00 - SUCCESS
10 - FAILURE
50 - FAILURE
If data confirmed by DB shows that Trx had error (status code 50/10) and confirmed from CC portal that
the Trx was reversed: [air recharge]
The mentioned transaction has been reversed successfully.
If data confirmed by DB shows that Trx had error (status code 50/10) and confirmed from CC portal that
the Trx was Approved:
Ask Mahfuz bhai/Ops team to get it reversed then reply with:
The mentioned transaction has been reversed successfully.
If data confirmed by DB shows that Trx was successful (status code 00) and confirmed from CC portal
that the Trx was Approved:
The mentioned transaction was successful from our end. Please communicate with the concerned MNO.
Unable to process/Nagad portal doesn't fetch wallet number:
First collect the Transaction Date and Time & Bank Approval Code from the given list by SSL and take
them in an excel sheet. Then ask for Wallet Numbers against those info from DB team.
After getting the Wallet numbers, mail them back to asker(usually SSL ).
iOS -16 Add money issue:
Please guide user to follow these instructions, if problem still exists.
• Use the latest version of the app available in app store
• Clear App data from App settings (uninstall and install again doesn’t always clear cache data)
• Provide necessary permissions from app settings.
• Check internet connections
• Keep Nagad account SIM in slot 1
Transaction Related Problems
No Transaction Matched
No transaction matched for the mentioned date, time & amount. Please suggest the customer
to verify the provided information and try again.
Attempting Transaction Over Allowed Limit
Customer is attempting to Cash Out an amount which is already over his
daily/monthly allowed limit. He can perform this transaction tomorrow/from
next month. Thanks.
Robi Easyload Problems
Ask for ias.ias.dfs.txn_log data for the trx ID: xxxxxxx and check the “Reversal Status” from there, if 01
then Reversal done.
PIN Related Problems
update map.wallet_user t
set t.USER_FLAGS = '0',
t.login_fail_count = '0',
t.ACCESS_CHANNELS = '001',
t.updated = sysdate
where t.ID = ('25339');
For ussd: 001
For App: 101
Basic/Islamic Code
Map.wallet_user data:
SEGMENT: 01 – Basic
03 - Islamic
e-SIM issue : "Nagad AC Number: 017XXXXXXXX Handset Model: Pixel 4 Excel Problem Deails: Customer
is using E SIM but when he is doing any kind of transaction its shows to put SIM in Phone.
Solution:
Please ask customer to remove Physical SIM( if there any). Then restart phone and reconfigure e-SIM
again(if Nagad account is in e-SIM). After that reinstall Nagad app and login again.
