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The National Payments Corporation of India (NPCI) announced on Tuesday that they have set up a 24-hour hotline to help with digital payment products and services. The helpline is called DigiSaathi and will also provide all the information customers need regarding digital payment products and services via WhatsApp.
The DigiSaathi was launched on behalf of a consortium of payment system operators and participants that includes banks and non-bank financial institutions, NPCI said.
DigiSaathi was recently launched by Reserve Bank of India (RBI) Governor Shakktanta Das. It is an automated response system that assists customers in responding to their queries related to debit and credit cards, UPI, NEFT, RTGS, IMPS, PPI wallets, ATMs, and mobile and net banking.
“DigiSaathi is available to customers via the website and chatbot facility at www.digisaathi.info, via toll-free calls on 14431 and 1800 891 3333 and on WhatsApp by messaging on +91 892 891 3333. The service will soon be available on more social media channels to meet customer needs,” added the NPCI.
“DigiSaathi will assist users with all their digital payment queries via the chatbot feature on WhatsApp by simply sending a message to +91 892 891 3333. The feature will soon be available on other social media channels as well,” the NPCI said in a statement Tuesday.
The consortium of payment system operators and participants including ecosystem partners, banks, card networks, PPIs, Fintechs, Payments Council of India (PCI) and Indian Banks’ Association (IBA) came together to make this happen and empower people to adopt digital payments with even more conviction.
DigiSaathi, available in both English and Hindi, even guides them on how to avail or use specific products or services. DigiSaathi also helps customers with their transaction-related questions by providing guidance and contact details of affected banks/institutions.
“FAQs (Frequently Asked Questions) and automated replies listed on DigiSaathi are regularly reviewed to provide callers/users with more timely and accurate answers,” it said.
“DigiSaathi is available to customers via the website and chatbot facility at www.digisaathi.info, via toll-free calls on 14431 and 1800 891 3333 and on WhatsApp by messaging on +91 892 891 3333. The service will soon be available on more social media channels to meet customer needs,” added the NPCI.
Recently, several users on Twitter complained that they could not pay through UPI, which had been unavailable for more than an hour. They said they couldn’t transfer money through various apps like Google Pay and PhonePe. They were told that the payment failed after a long processing time.
However, the NPCI later said in a tweet: “UPI services are working as usual. Some users may experience problems using UPI for a short period of time, around 20:00 today. The current issue with some UPI ecosystem partners has been resolved.”
Unified Payments Interface (UPI) accounts for over 60 percent of retail transactions in India. Most of these transactions are of low value, with transaction volumes below that €100 makes up 75 percent of the total. UPI recorded transactions worth 540 crore €9.60 lakh crore in March.
