Frequently Asked Questions


Spice Pay is a UPI app and Prepaid card built on digital wallet rail to make secure payments.

You may use Spice Pay app for all core products enabled on UPI and Prepaid card linked with digital wallet.

You can download SpicePay from the Playstore. To get onboard on the SpicePay app visit nearest Spice Money Adhikari (Authorized Agent).

SpicePay accounts are available for individuals aged 18 and above. Join now to experience secure and convenient transactions!"

Aadhaar Number is mandatory and PAN number is required if income is more Rs.2.5 lakh per annum.

Experience seamless financial convenience with our all-in-one app! QR scans, UPI payments, cash additions, money transfers, and the option for virtual or physical cards – we've got it all covered for you.


Spice Pay wallet account are Full KYC PPIs with following salient fetaures:

  • i. Reloadable in nature
  • ii. The amount outstanding shall not exceed ₹2,00,000/- at any point of time
  • iii. Wallet can be used for purchase of goods and services, cash withdrawal and funds transfer
  • iv. Interoperability shall be enabled by allowing such PPIs to be linked with ‘UPI’ and ‘Card network’

You can top-up (load/re-laod) your wallet account using any of the following options:

  • i. Load wallet using electronic means namely, i) Debit card, ii) Credit Card (a CCF will be applicable), iii) Net Banking, and iv) UPI
  • ii. Transferring funds from your Internet Banking/ UPI app to an allotted Bank account number & IFSC
  • iii. By paying cash to Spice Money Adhikari

A Wallet account with no financial transaction for a consecutive period of one year shall be made / treated “Inactive” after sending a notice on SMS alert to you (PPI holder). Your wallet account will be reactivated only after validation and applicable due diligence.

Your wallet account statement with details like date of transaction, debit / credit amount, net balance and description of transaction shall be available in the Passbook section. You (PPI holder) will also get an to generate / receive account statements for at least past 6 months.

Full KYC PPI cash loading of PPIs is limited to ₹ 50,000/- per month subject to overall limit of the PPI.

No, you don’t require a Bank account to open a Spice Pay wallet account.

Unauthorized charges: If there are ever unauthorized Spice Pay charges in your wallet account, you can dispute the charge with us. You must notify us as quickly as possible and no later than 7 days after the date of the transaction. Unless you've acted fraudulently or with negligence, you may not be held responsible for the charge. You are covered under RBI Customer Protection – Limiting Liability of Customers in Unauthorized Electronic Banking Transactions.

Transaction disputes: If you submit payment for a product or service and you don't receive the item or if it is materially different than advertised by the merchant, you can dispute the transaction and request reimbursement. You can raise a dispute in “Dispute” section via the ‘Passbook> Receipt> Need Help > Dispute ’ section. Additionally, you may write to with your concern.

All wallet account transactions involving debit to the wallet, including cash withdrawal transactions, are permitted only by validation through a 2FA. The 2FA for Recharge & Bill Pay using wallet account are i) Device + Sim auth, and ii) “m-PIN or “Android PIN/pattern/biometric/FaceID”

You will get SMS alert or any payment transaction in your wallet account.The transaction alert contains the contact number on which you can report the unauthorized transaction.

For closing your SpicePay account you needs to follow below steps:

  • 1- In the profile section User selects Close wallet option
  • 2- User selects reason for Wallet closure
  • 3- Is the wallet balance “nil”
    1. I. AFA confirmation for closing wallet
      II. Close PPI & deactivate wallet
  • 4- Is the wallet balance >= Rs 1.
    1. I- Prompt User to consume balance for Billpay/recharge and make the balance “nil”
      II- Else, direct User to complete KYC (eKYC) at Adhikari
      III- User to use Send Money / add beneficiary option and transfer available wallet balance
      IV- AFA confirmation for closing wallet
      V- Close PPI & deactivate wallet

TAT for wallet closure is 7 days after submission of request by customer

TAT for wallet closure is 7 days after submission of request by customer.

Once a PPI closure request is accepted, you will not be allowed to log-in to app again.

Once the wallet is closed from the system, you will get the SMS notification for wallet closure.

Yes, you can “lock” and “unlock” debit to your wallet account. You can do so either based on your i) preferred timing or ii) lock it until the next “unlock”.

You can “lock” your account by selecting the Lock Account option from the Home dashboard.

You can reset your MPIN from the Profile section under setting option> Click on Forget PIN.


Unified Payments Interface (UPI) is an instant payment system developed by NPCI, an RBI regulated entity which allows you to instantly transfer money between any two parties bank accounts.

You can send money while using below there options:

  • 1- Wallet to wallet (P2P): on Mobile Number
  • 2- Wallet to Bank account (W2A):
    1. i- On UPI ID
      ii- By adding Beneficiary

You can use Scan & Pay to transact with different merchants who accept UPI payment. Just scan the QR of the merchant to pay.

You can generate your UPI ID by clicking on “Activate UPI ID”.

Do UPI Payments take place during banking hours only?

A UPI collect request is when someone sends you a request to receive a payment. Once the request is accepted, the payment will be completed. Make sure to review information about the requestor before making the payment.

If you're looking for your QR code.

Go to the Profile menu > Tap on "QR code." This should direct you to your QR code.

Absolutely! To receive money, share your UPI ID with trusted contacts.

You can block unknown/ unwanted money requests by simply clicking on the “Block” option When you receive an UPI collect request.

Yes! To disable your UPI Account:

  • 1. Go to the Profile Menu
  • 2. Navigate to settings
  • 3. Select “Disable UPI Account”

UPI AutoPay is a feature that allows users to create, modify, approve, revoke or pause the auto-debit mandate. The users can set automatic monthly payments for recurring use cases including bill payments, utility recharge, loan repayment, mutual fund investments, content subscription, grocery purchases, housing society payments and membership fees.

Grievance Redressal

Refunds in case of failed / returned / rejected / cancelled transactions shall be applied to the respective PPI immediately, to the extent that payment was made initially by debit to the PPI, even if such application of funds results in exceeding the limits prescribed for that type / category of PPI.

The greivenace redressal of Spice Pay is available on the website with link
To Register a complaint:

  • 1. Transactions effecting debit/credit to PPI balance: Click on “Having Issues”/ “Dispute” section in Spice Pay app
  • 2. Customer can also email their queries, suggestions, feedback or complaints: Mail us on
Each customer will be allotted a Unique Ticket Number (UTN) which will be used to identify the customer, retrieve all history pertaining to the complaint, and help in faster resolution of the grievance.

The TAT to resolve any customer complaint / grievance expeditiously, preferably within 48 hours and endeavour to resolve the same not later than 30 days from the date of receipt of such complaint / grievance.

Unauthorised/fraudulent transaction and compensation

Customer can report any unauthorized activity/transaction by blocking your PPI account by Mail us on
Raise ticket on this URL : (link is also available on website/app)

On reporting of an unauthorised payment transaction Spice Money shall take immediate action to freeze any subsequent debit to customer PPI to prevent further unauthorised payment transactions in the PPI account of the customer.

The liability of a customer in cases of contributory fraud / negligence / deficiency on the part of the non-bank PPI issuer is zero.

The ‘per transaction customer liability’ in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from Spice Pay and the reporting of unauthorised transaction by the customer to Spice Pay. If the issue is reported within three days’ of receiving of communication, the customer liability will be zero. Similarly, for any such transaction reported between four and seven days of receiving of communication, the customer liability will be limited to actual transaction value or ₹ 10,000 per transaction, whichever is lower. Reporting beyond seven days’ time will be limited to actual transaction value.

The number of days mentioned above shall be counted after excluding the date of receiving the communication from Spice Pay.

In cases where the loss is due to negligence by the customer, such as where he / she has shared the payment credentials, the customer will bear the entire loss until he / she reports the unauthorised transaction to Spice Pay.

Any loss occurring after reporting of the unauthorised transaction shall be borne by Spice Pay.

Spice Pay shall credit (notional reversal / shadow reversal) the amount involved in the unauthorised electronic payment transaction to the customer’s PPI within 10 days from the date of such notification by the customer. Such reversal has to be effected even if it breaches the maximum permissible limit applicable to that type / category of PPI. The credit shall be value-dated to be as of the date of the unauthorised transaction.

The notional credit so received can be used on resolution of complaint and establishing the liability of the customer by the non-bank PPI issuer. However, in any circumstances, this period cannot exceed 90 days from the date of receipt of the complaint.

We are here to help

(For money transfer using PPI – Queries & complaint)