More Info: hydepay@sarvatra.in | Support: hydepay-support@sarvatra.in

FAQs

1. How is HydePay different from other payment apps

With HydePay, you don’t have to enter sensitive Card data on the Merchant website or app.

Instead of Card data, you only have to enter HydePIN, an alpha-numeric code, e.g. A1PK, that you generate on your HydePay app when you choose to “Pay by HydePay” on the Merchant checkout page.

This makes HydePay smooth and secure way of making ID-less payments using debit, credit, prepaid cards.

2. Where to use HydePay for payment

You can use HydePay to make payments to any Merchant whose website or app is integrated with HydePay.

You will know if a Merchant is HydePay-enabled if you see HydePay as a payment option in the Merchant’s checkout page.

3. How to use HydePay on Merchant website or app

On Merchant Check-out page you need to select HydePay as payment option. Then Log-in to your HydePay App ® Select the card to make the payment ® Generate HydePIN. The HydePIN displayed needs to be entered into the merchant website in the space provided. HydePay will automatically process the transaction without asking your Card details. You will receive an OTP from the issuer to complete the transaction.

4. Unable to Login

These can be the reasons you are unable to login to HydePay app:

Wrong PIN entered

  • If you have forgotten your Login PIN, click on “Forgot Login PIN” button on HydePay login page to create new Login PIN, and then login using the new Login PIN.
  • If the login fails even after entering correct PIN, check your Network and update the App Version.
  • If problem continues, please try again after some time.

No Network

  • Check your Network connection.
  • If problem continues, please try again after some time.

Outdated App Version

  • Update HydePay App on Google Play or App Store.
  • If problem continues, please try again after some time.

5. How to add new Merchant

  1. Log-in to your HydePay App
  2. Go to “My Merchants” via Menu
  3. Click “New +” in top bar
  4. Select the icon of new Merchant from among the merchant icons available
  5. Activate Card or UPI protection for new Merchant by entering Card or UPI details
  6. Success Screen

You can see icons of all Merchants you have added in “My Merchants” via HydePay Menu. Clicking on a Merchant icon will take you to Merchant screen where you can view the Card or UPI ID protected for that Merchant.

Note: As per current government guidelines, you need to add a Card or UPI for each Merchant separately. However, you can add as many Merchants as you want (provided they are enabled for HydePay) and protect multiple Cards and UPI IDs for each added Merchant.

6. Unable to add Merchant

  • Unable to see my Merchant: You can see and add only HydePay-enabled Merchants from the list of Merchants seen on the app. Please check if the website or app of the Merchant you want to add is integrated with HydePay. You will know if a Merchant is HydePay-enabled if you see HydePay as a payment option in the Merchant’s checkout page.
  • Selected the Merchant but failed to add: Please check if the Card you activated for the Merchant is enabled for online transactions. A Merchant needs to have at least one Card activated for you to be able to add it.

7. How to add Card for Merchant

For Added Merchant:

  • Log-in to your HydePay App
  • Go to “My Merchants” via Menu
  • Click on Merchant icon, which will take you to Merchant screen
  • Click “New Card +” icon on top bar
  • Activate new Card or UPI protection for that Merchant by entering new Card or UPI details
  • Success Screen

For New Merchant:

  • Log-in to your HydePay App
  • Go to “My Merchants” via Menu º
  • Click “New Å” in top bar
  • Select the icon of new Merchant from among the merchant icons available
  • Activate Card or UPI protection for new Merchant by entering Card or UPI details
  • Success Screen

Note: As per current government guidelines, you need to add a Card or UPI for each Merchant separately. However, you can add as many Merchants as you want (provided they are enabled for HydePay) and protect multiple Cards and UPI IDs for each added Merchant.

8. Unable to add Card for Merchant

These can be the reasons you are unable to add Card for a Merchant:

Your Card is not enabled for e-commerce transactions

  • Enable online payments for your Card on your Bank app or contact your Issuer Bank.
  • If problem continues, please try again after some time.

Your Bank is not certified for card tokenization

  • Please check if your Issuer Bank is certified for card tokenization.
  • If your Issuer Bank is certified but problem continues, please try again after some time.

9. Unable to view added Card

You can view the card(s) you added in My Cards section or in Merchant screen. In case you still can’t see the cards, try these actions:

  • Check your Network connection.
  • Logout and Re-Login into the HydePay app.

Note: Cards added by you can get deleted automatically upon their expiry date. Please confirm if the Cards you are unable to view have not expired.

10. How to generate HydePIN

  1. Log-in to your HydePay App
  2. Go to “My Merchants” via Menu
  3. Click on the Merchant, which will take you to Merchant screen
  4. Select the Card pre-enabled for that Merchant to make the payment
  5. Generate HydePIN
  6. View / copy HydePIN

Note: You need to add a Card for a Merchant in HydePay app in advance to be able to generate HydePIN for that Card for paying that Merchant (see Help topic “How to Add a Card or UPI for a Merchant in HydePay).

11. Unable to generate HydePIN

We are sorry you had this experience.

Please try these actions:

  • Check your Network connection.
  • Logout and Re-Login into the HydePay app.
  • Update HydePay App on Google Play or App Store.
  • If problem continues, please try again after some time.

12. Can HydePIN be shared with someone else

It is not recommended to share the HydePIN with anybody.

13. Transaction not going through after putting correct HydePIN

If you entered the correct HydePIN within time, the most probable reason for the transaction not going through is that your Issuer Bank declined or rejected the transaction. Please check with your Issuer Bank.

If the HydePIN you generated got expired before you could enter it on the Merchant website/app checkout page, please generate a new HydePIN and enter it within the time frame.

14. Transaction failed, but amount got debited from my card

Generally the amount is automatically reversed. In case you do not receive the money back in your source account, please contact your Issuer Bank.

15. Transaction completed, but amount not credited to Merchant

All successful transactions are listed by date in “My Transactions” section of HydePay app. Please check the transaction status with your Issuer Bank before retrying payment to the Merchant, to avoid multiple billing.

Amount deducted for any failed transaction will be automatically reversed into your source account. If the same is not reversed within 7 to 8 working days, please contact your Issuer Bank.

16. Transaction completed, but not updated in transactions history

All successful transactions are listed by date in “My Transactions” section of HydePay app. Please wait for some time in case the transaction status is pending, before trying these actions:

  • Check your Network connection.
  • Logout and Re-Login into the HydePay app.

If the transaction still does not appear in your My Transactions, please contact your Issuer Bank to verify the transaction status.

17. How to raise a dispute regarding a transaction

Please contact your Issuer Bank regarding any disputed transaction.

Note: HydePay protects you from sharing personal data with the Merchant, but the transaction takes place between your Issuer Bank and the Merchant’s bank.

18. How to report fraud

Please contact your Issuer Bank to report any instances of fraud you may have encountered while using HydePay app.

19. How to get help for issue not listed here

Please click on “Report Issue” link in the top bar of Help section of HydePay app. There you can write in detail about any issue that you may be facing while using HydePay app and we will try our best to help you resolve that issue at an earliest.