Frequently Asked Questions

What is NETinfoPAY?

NETinfoPAY is an app that allows you to send and receive money or make payments using your phone to online and physical stores without the need for a card, cheque or cash.

Where can I pay with my NETinfoPAY app?

You can find a full list of our Merchants by logging-in to your NETinfoPAY app and navigating to the Locator tab. Alternatively you can look for the NETinfoPAY sticker at the merchant store.

How do I pay using my NETinfoPAY app?

For in store payments:
Tap the PAY button in the NETinfoPAY app and hold your phone near the NETinfoPAY Terminal when prompt by the cashier. The PAY button can be found in the Login screen as well as on the app’s navigation bar.

For E-commerce payments:
Select the NETinfoPAY app method when checking out.
Enter your phone number and PIN.
You will receive a push notification with a transaction request. Enter your PIN to approve or reject the transaction.

How do I register?

Download the NETinfoPAY app from the App Store or Google Play Store and fill in the required information.

How do I add money to my e-account?

You can connect your Bank account and/or Cards and use them to top up your account.

What countries are supported?

NETinfoPAY is currently only available in Cyprus.

Are there any transaction limits?

Depending on your Identity Verification Level there are limits applied to your Account. Find out more about your account limits by going to the More tab in your NETinfoPAY app and selecting Verification & Limits.

Why has my top up failed?

If your Top Up has failed, it could be because:

Your internet connection has failed.
You don’t have sufficient funds in the Bank account or Card you are using to Top Up with.
You have exceeded your NETinfoPAY Top Up limit

If none of the above explains your problem, please contact us here.

Why hasn’t the beneficiary received my transfer?

Make sure you have filled in the beneficiary’s phone number correctly.
Make sure the beneficiary’s phone number is in one of the supported countries (Currently supports +357 Cyprus only)
If the beneficiary does not have a NETinfoPAY account, we will notify them for you, and they can receive their money. If they don’t, we will send the full amount back to you!

Why do I need to verify my Identity?

Verifying your identity is part of our ‘Know Your Customer’ (KYC) policy. It is one of several measures that we take, to protect your identity and funds against fraud and/or other illicit activity.

Identity Verification also helps you increase the limits of your account for Payments, Transfers, Top Ups and withdrawals and it also helps us support you better if your phone is lost or stolen, or if you forget your password or PIN.

My phone has been lost or stolen

In case your phone is lost or stolen, you can deactivate your account via the NETinfoPAY Portal.

Alternatively, if you are a verified user, you can call Customer Support at 22203805 in order to deactivate your account.

Don’t worry! Your cards or bank accounts will not be affected and can still be used.

I want to terminate my NETinfoPAY App account.

Please contact customer support following here in order to submit a request for termination of your account.

I need to edit my personal details.

Visit the Settings tab in the NETinfoPAY app to edit your personal details. Alternatively, you can log in to the NETinfoPAY Portal. You can change your Password, PIN, Mobile Number, email, or Manage your Device.

Forgot password

Navigate to the section called “Forgot password” on the NETinfoPAY online portal, enter your mobile phone number and answer your security questions. Then press ‘send me an OTP’ and enter the One-Time-Passcode to reset your password.

If you the user doesn’t succeed in resetting their password, please redirect him to NETinfoPAY customer support.

How do I Change my Password? (in the app)

Step 1: Login to your NETinfoPAY app.

Step 2: Navigate to the “Settings” tab

Step 3: Tap on the “Change Password” button

Step 4: Enter your current Password

Step 5: Enter your New Password

Step 6: Confirm your New Password

How do I change my password? (online portal)

You can visit the NETinfoPAY portal to change your password. You will need to log in to the portal, go to Personal tab and select Change Password. You will need to provide your previous Password to define a new one.

How do I Reset my PIN?

PIN Reset Steps:

Step 1: Tap on the “Login” button in your NETinfoPAY app

Step 2: Tap on “Reset PIN”.

Step 3: Enter your phone number

Step 4: Enter your Password

Step 5: Enter your New PIN

Step 6: Confirm your New PIN

Step 7: A One-Time-Password (OTP) will be sent to your mobile number to verify your identity.

How do I Change my PIN? (in the APP)

Step 1: Log-In to your NETinfoPAY app.

Step 2: Navigate to the “Settings” tab

Step 3: Tap on the “Change PIN” button

Step 4: Enter your Current PIN

Step 5: Enter your New PIN

Step 6: Confirm your New PIN

How do I Change my PIN? (on the online Portal)

Step 1: Log-In to your NETinfoPAY online portal account.

Step 2: Navigate to the “Personal” section

Step 3: Click on “Change PIN”

Step 4: Enter your Current PIN

Step 5: Enter your New PIN

Step 6: Confirm your New PIN

How do I connect my Bank account?

In the NETinfoPAY app home tab, swipe left on the screen and tap on “Add a Bank Account”. You can also find this button in the Account list-view.

How do I withdraw money?

You can withdraw your money as cash, or directly to your Connected Bank Account. Select the Actions tab within the NETinfoPAY app, select the account you would like to withdraw money to and follow the on-screen instructions.

Is there an age limit?

You must be 18+ to use NETinfoPAY

Where can I see my transaction statement?

You can view all your account transactions in the NETinfoPAY app. You will also receive receipts about all completed transactions to your Email.

What is a pending transaction?

A pending transaction is a transaction that has not yet been completed.

For example, if you send money to a person who does not have the NETinfoPAY app, the transaction will be pending until the person downloads the NETinfoPAY app to receive the money. If the intended recipient does not claim the funds, the transaction will be cancelled, and the money will be returned to your account.

Are you licensed?

NETinfoPAY is licensed Electronic Money Institution under the supervision of the Central Bank of Cyprus.

App doesn’t work / Can’t pay

The application may not work for the following reasons:

Device or operating system may not be supported
The app works only on one specific device that has been activated. If the User has installed the app on a secondary device, the app will only work on the most recent device.
Bluetooth is not enabled.
Location permission is not enabled.
The app may not be updated

If the problem persists redirect the customer to the NETinfoPAY support here.

Does NETinfoPAY work on all Smartphones?

NETinfo PAY app can be used:

On Android and iOS mobile phones
The online Portal can be accessed by all internet browsers.

P2P wrong transfer

NETinfoPAY is not responsible and cannot proceed to any corrective action in case the user by mistake sends money to the wrong person.

If this does happen, if the user can provide the:

Transaction Number
Amount
Date/time
Beneficiary phone number

Provide NETinfoPAY customer support with ALL the above and we will do our best to help rectify the mistake.

How can I see my balance and transactions?

You can check the balance of your e-money account as well as the balance of all your connected accounts in the app Home tab. (You can swipe across your accounts or view them in list view)

Detailed information of your transactions including times, dates and status can be viewed under each Account.

Will I be charged for adding funds to my NETinfoPAY account?

BANK TOP UP

NETinfoPAY does not charge a fee when you Top Up your account.

Please note that NETinfoPAY has no control over any fees your Bank may charge you.

If you add funds from an account held in any of the following Banks, your Top-Up will be Free:

Bank of Cyprus
Hellenic Bank
Alpha Bank Cyprus

If you add funds from any other bank domiciled in the Single Euro Payments Area (SEPA) using your EUR local details, the expected cost is your bank’s rate for SEPA Credit Transfers.

CARD TOP UP – Card Top Ups are FREE

My app logged off on its own. Is that normal? / what happened?

The app has a timer and it automatically logs-off if you are not using it for a certain amount of time. This cannot be changed and is used for your security and protection. If your app is about to log-out, it will display a message allowing you to extend the session time.

How many transactions can I see on my phone at a time?

You can view transactions of up to a year.

Is the Mobile App secure?

Yes. NETinfoPAY uses state-of-the-art security practises as applied in the Banking sector. We encrypt all sensitive information and we do not share any of your information with third parties. You can on how we process your personal information by reading our Privacy Policy Agreement. However, mobile devices do offer you the ability to store your login information for apps installed on the device. If you choose to store your login information, we cannot guarantee your safety.

Can I view multiple accounts on the NETinfoPAY app?

Yes, connect your accounts with any of the available banks and view your account balance and transaction history in NETinfoPAY.

How current is the account information I see in the Mobile App?

All the information you view in the NETinfoPAY App is always up to date, as your accounts history is updated in real-time. If you cannot view a transaction, please refresh your transaction history.

My Face ID, fingerprint suddenly does not work.

Please un-install and re-install the application and try again.