What is HP Pay?

HP Pay is mobile app that provides one stop payment solution for all your Fuel, LPG and Lubricant requirements of a customer along with exciting rewards in the form of Payback points. It is a powerful Loyalty and Payment program that provides complete fuel management solution to its owners and operators. HP Pay is closed loop program where Customers can buy fuels (Conventional Fuel, Diesel, Lubricants) at HPCL Fuel Stations, book and pay for HP LPG cylinders from nearby distributors through multiple payment options. HP Pay also facilitates UPI payment services to its Users, only on registration basis, to other merchants and businesses (also for goods or services not sold by HPCL merchants) by scanning a valid Bharat QR or by entering a valid merchant VPA information.

It is Easier, faster and provides total control of fuelling and LPG experience on a single touch with multiple earning and redemption opportunities

Other than payment offerings, HP Pay also offers other services such as: -

1. Locate nearby HPCL Fuel stations and LPG distributors along with fuel and LPG prices and facilities available at the fuel stations
2. Avail Suvidha services such as change of mobile number, portability request, request for Double Bottle connection, request for safe custody, request for surrender your connection, connect for any leakage complaints or for mechanic services etc.
3. Get HP Lube recommendations based your vehicle type. Customers, mechanic, and retailers can scan and earn cashback and loyalty points on lube purchases
4. Prebook slot for fuelling at selected fuel station using Instafuel services
5. Transfer and receive money to and from HP Pay users using HP Pay wallet amount through Pay Your Friend functionality
6. View your transaction statement along with LPG profile, subsidy details, booking history etc.
7. Shop online at Happy shop located at our fuel stations (petrol pumps) and get groceries and conveniences delivered at your doorstep
8. Customers can view the FASTag balance details of partner banks and make cashless and contactless payments on HP Pay using FASTag wallet balance
9. Plan Bike trips using Rev Your Soul functionality
10. Customers can reach out to us for any complaints and give their valuable feedback

How can I enrol/ register for HP Pay?

New customer can go to Google Play Store or App Store, type HP Pay and install the app on your mobile phone. Enter all the required information to Register for the Program. The Registration is Quick, Easy, and Convenient.

I am HP Refuel Customer, do I have to download the HP Pay App again?

If you are an existing HP Refuel customer and using the same mobile number, you don’t need to register again for HP Pay. Your HP Refuel Profile and balances will be transferred to HP Pay automatically. Download HP Pay application, login and start your journey.

Is HP Pay Available for all Mobile Handsets and Operating Systems?

HP Pay can be used on all handsets with iOS (version 9.0 & above) & Android OS (version 5.0 & above).

How can I add money to my HP Pay wallet?

You can add money to your HP Pay Wallet by selecting the ‘Add Money’ option on your home screen.

Following are the ways to Add Money to your wallet viz.

• Credit card
• Debit card
• Net Banking
• UPI
• Paytm Wallet
• Redemption of Loyalty points

Once you enter the money and check the Terms and Conditions, you can select any of the above payment methods to load your wallet.

• In case you wish to use a Credit or Debit card, you have an option to save the card details that are entered by you so that you don't need to enter card details again and again for all future transactions.
• In case of Net Banking, you can select the bank from which you wish to add money and complete the transaction on Payment Gateway page
• Once you complete the transaction using any of the above Mode of Payment, you will be redirected to HP Pay with money added to your HP Pay wallet

* Note:

1. HP Pay may charge users a wallet loading fee(s) based on the instrument of choice and the details of the charges shall be displayed to the users upfront while loading their HP Pay Wallet
2. HPCL or their service providers will not ask for your Card Details, OTP / PIN, or CVV. Kindly do not entertain any such calls. Do not share any of the details with anyone.

My money has been debited from my bank account/credit card/ Paytm Wallet but it is not reflecting in HP Pay wallet, why?

Amount deducted from your bank/credit card/ Paytm Wallet is generally added to your HP Pay wallet instantly. However the entire transaction is dependent on connectivity at multiple interfaces and hence at times, the money doesn’t get added due to disruption in connectivity. In such a rare scenario, if the amount gets deducted from your bank account/credit card/ Paytm Wallet, the amount will get reversed to your account as per the timelines followed by banks. Generally, it takes about 3 to 5 working days depending on the respective banks. We suggest you contact your bank’s customer care to know the time taken by their internal process.

Is my Wallet Secure?

HP Pay Wallet comes with the complete set of in-app security features such as MPIN, OTP and Biometric (Fingerprint, FaceID and Device Passcode) based login.

Where can I use my money loaded in HP Pay Wallet?

You can use the money available in your wallet for payment to HPCL merchants to purchase Fuel (Petrol/ Diesel/ CNG etc.) & HP Lubricants at our fuel stations (petrol pumps) and to purchase LPG cylinder (Domestic Consumption) from our distributors spread across the country.

What are the charges for loading my wallet?

Schedule of charges applicable is given below:

WEF 1st AUG, 2021

Is there any limit on the amount that I can add to my Wallet?

Yes, you can check your recharge, purchase and per transaction limits in the View Limits page under the Menu section at the top left corner of HP pay application. It depends upon whether you are a non-KYC customer or a KYC customer.

Do I need to Submit my KYC during enrolment of HP Pay?

KYC is not required during enrolment of HP Pay initially. However, if you wish to increase your transaction, purchase, and recharge limits, you may opt for KYC completion in the Menu section of HP Pay

Who is a non-KYC and a KYC customer?

Non-KYC Customer - You enjoy a daily purchase limit of INR 10000, monthly purchase limit of INR 15000 and per transaction limit of INR 7500 with successful HP Pay registration and login without sharing any documentation proof

KYC Customer: In case you need higher limits, you are required to complete KYC. You need to provide Proof of Identity (POI) and Proof of Address (POA) to complete the KYC by uploading the necessary documents. You can select the preferred document from the list of documents available and enter the document ID which is present on the uploaded document proof. You enjoy a daily purchase limit of INR 10000, monthly purchase limit of INR 30000 and per transaction limit of INR 7500 after your KYC is approved.

The document verification process takes about 7 working days, hence it is advisable to upload the documents well in advance.

What are the documents required for KYC and what are the benefits of completing KYC?

You need to upload your Proof of Identity (POI) and Proof of Address (POA) so that you can access full benefits of HP Pay wallet.

The list of documents for Proof of Identity are as follows:

• Driving License
• PAN Card
• Voter Identity Card
• Passport

The list of documents for Proof of Address are as follows:

• Water bill
• Passport
• Electricity bill
• Ration card
• Voter ID Card
• Land-line phone bill
• LIC insurance copy
• Property agreement copy
• Regd. property agreement
• Cooking gas connection receipt
• Bank account statement received by mail
• Bank Passbook with transactions not earlier than 2 months
• Letter from employer
• RC Copy of any vehicle under the ownership of Driver Customer

The benefits of completing KYC are

The monthly purchase limit will be increased to INR 30,000 from INR 15,000

Can I pay for fuel without loading my HP Pay Wallet?

Yes, you can also make payment directly at the time of fuelling instead of loading the wallet in advance. You can SCAN the QR code and make payment by using Payment Gateway (Credit/Debit card & Net banking) OR by using payment modes like UPI, ICICI and IDFC First FASTag and Paytm Wallet. However, the payment process is dependent on connectivity provided by your Telecom service provider at that location, hence we advise you to load wallet in advance so as to avoid any delay in the transaction at the time of fuelling.

How to locate nearby HPCL Fuel stations?

You will be able to view list of nearby HPCL fuel stations along with fuel prices and facilities (washrooms, water facility, CNG, EV charging, air pressure, convenience store, ATM etc.) available at each fuel station by Tapping ‘HP Near You’ functionality on home screen. For this, you need to ensure to allow Mobile GPS access to HP Pay ‘Always’ or ‘While using the App’. On tapping on any of the preferred outlet, you will be redirected to Google Maps for directions to reach the selected outlet.

You can also find HPCL fuel stations of a particular area by entering 6-digit Pin code at the top of the screen

Can I check the facilities available at HPCL fuel Stations?

Yes

What are the various methods for making payments at HPCL fuel stations?

HP Pay offers multiple payment methods for purchase fuel at HPCL fuel stations such as

• HP Pay wallet
• HP Pay UPI
• Credit card
• debit card
• Net banking
• ICICI FASTag wallet
• IDFC FASTAG wallet
• Paytm wallet
• Redemption of Payback points

Following are the ways to initiate the payment for HPCL merchants at fuel stations: -

Payment using Paycode: By selecting the ‘Pay by Paycode’ icon on your home screen, you can generate a 8-digit Paycode or a QR which has a validity of 30 minutes. Once you visit the HPCL fuel station, you can complete your fuelling by sharing the 8-digit Paycode or by showing QR with the pump attendant. After successful payment, you will receive a SMS and In-App notification confirming your transaction..

Payment using QR Code: By selecting the ‘Pay by QR Code ’ icon on your home screen, You can SCAN the QR code available with the pump attendant or QR displayed at column cladding and make payment by various payment methods as mentioned above. After successful payment, you will receive a SMS and In-App notification confirming your transaction.

Payment with Tone: By selecting the ‘Pay with Tone’ icon on your home screen, you can identify the merchant details by bringing the mobile phone near to the retail POD device available with the pump attendant and make payment by various payment methods as mentioned above. After successful payment, you will receive a SMS and In-App notification confirming your transaction.

How to locate Nearby HP Gas (LPG) Distributors?

You will be able to view list of nearby HPCL LPG distributors along with LPG rates of all sizes for each distributor by Tapping ‘HP Near You’ functionality on home screen followed by ‘LPG Distributor’ tab at the top of the screen. For this, you need to ensure to allow Mobile GPS access to HP Pay ‘Always’ or ‘While using the App’. On tapping on any of the preferred distributor, you will be redirected to Google Maps for directions to reach the selected distributor outlet.

You can also find HPCL distributors of a particular area by entering 6-digit Pin code at the top of the screen

Can I register for a new LPG cylinder connection with HP Pay?

Yes, you can register for a new HP Gas connection using HP Pay in ‘LPG’ tab of ‘My HP’. You can apply for a new connection even before registering for HP Pay. The process to apply is very simple and completely automated.

Can I book and pay for my LPG cylinder with HP Pay?

Yes, you can book your LPG cylinder and make payment for the refill using HP Pay in the LPG tab in ‘My HP’ section of home screen. You can also Only Book through HP Pay and pay directly to delivery boy at the time of delivery of LPG cylinder at your premises

Can I book and pay for others’ LPG cylinder with HP Pay?

Yes, you can book LPG cylinder for others and make payment for the refill using HP Pay in the LPG tab in ‘My HP’ section of home screen. You can also Only Book through HP Pay for others. You need to ensure that the person for whom you are booking the cylinder is a HP Gas customer and you would require details such as his/ her HP Gas registered mobile number or Consumer number or LPG ID to complete the booking

How do I make payment for LPG cylinder?

By selecting “LPG” icon present on home screen, tap on ‘Make Payment’. Your registered mobile number will be auto populated. You also have an option to proceed with Consumer Number or LPG ID. On clicking Proceed, Your consumer details like Full name, consumer Number, Agency name and address and the amount (cost of refill) will be displayed with ‘Make Payment’ tab.

On clicking “Make Payment” button, HP Pay offers multiple payment methods such as HP Pay wallet, Credit card, debit card, Net banking, UPI, FASTag wallet (ICICI or IDFC wallet), Paytm wallet and Redemption of Payback points to complete booking. A confirmation message will get displayed on the App page and SMS will be sent to your mobile number after the payment is successful.

On clicking “Book Only”, app will display booking confirmation and SMS will be sent to your mobile number with the delivery details and you shall need to pay for the cylinder at the time of delivery.

Various options for making payment at the time of delivery are listed below:

Payment using Paycode: By selecting the ‘Pay by Paycode’ icon on your home screen and then product type as “ Domestic LPG” , you can generate a 8-digit Paycode or a QR which has a validity of 30 minutes. You can share the 8-digit Paycode or a QR with the delivery boy to complete your payment . After successful payment, you will receive a SMS and In-App notification confirming your transaction

OR

Payment by OTP - Customer can mention the mobile number which will be entered by Delivery boy in the Vitaran application in the POS , upon which a OTP will get generated. This OTP will be entered in the Vitaran app for getting the payment processed. Please ensure sufficient money is loaded in the wallet.

Similarly, you can Book and Pay for other HP Gas customers using HP Pay following the similar steps mentioned above

What are LPG Suvidha features?

Suvidha: HP Pay provides list of LPG Suvidha features under the LPG tab. Through this section

• You can change the registered mobile number for your LPG connection
• You can cancel booking made for a LPG cylinder
• You can opt for Double Bottle Registration from Single Bottle
• Raise a request to surrender your connection
• Raise a request for Safe Custody
• Update Geo-coordinates of your location
• Raise Leakage complaints
• Request for a Mechanic Service

How can I check my LPG Booking History?

A customer can view past LPG booking history through HP Pay. After registration and logging on to HP Pay, customer can proceed to the LPG tab and look for “Refill Order History” option available there. This will fetch the order history for the customer showing transaction and LPG subsidy details.

What is LPG Portability Request?

By using LPG Portability request a customer can port the HP gas connection from one distributor to another distributor in case of change of address or due to service issues.

How to locate nearby fuel station that sell Lubes?

You will be able to view list of nearby fuel stations that sell Lubes by Tapping ‘HP Near You’ functionality on home screen followed by ‘Lubes’ tab at the top of the screen. For this, you need to ensure to allow Mobile GPS access to HP Pay ‘Always’ or ‘While using the App’. On tapping on any of the preferred distributor, you will be redirected to Google Maps for directions to reach the selected fuel station (petrol pump).

You can also locate fuel stations selling lubes of a particular area by entering 6-digit Pin code at the top of the screen

This functionality is also available in the Lubes icon of My HP on home screen of the application

How do I buy HP Lubricants?

Customers can select the Lube grade they wish to purchase from our fuel stations (Petrol pumps) from the ‘Lubes’ tab in ‘My HP’ section on home screen and select the QR code for making the payment.

Lube Recommendation using HP Pay?

HP Pay customers can get exclusive access to lube recommendations through HP Pay App from the ‘Lubes’ tab in ‘My HP’ section on home screen. Customer can enter their vehicle registration number and HP Pay will provide recommendations for lube depending on the make and specifications of the vehicle which are fetched automatically. HP Pay customers can also find recommendations for lubes by entering vehicle make and model.

What is a BHIM UPI?

BHIM UPI (Unified Payment Interface) is a mobile payment mode that enables you to create a UPI ID linked to a bank account and then send or receive money using it. Additionally, you can also make payments to online merchants and outlets who accept BHIM UPI as a payment mode for transactions.

What is HP Pay UPI?

Unified Payment Interface (UPI) is a payment system developed by National Payment Corporation of India (NPCI). It is a platform where customer can add multiple bank’s account linked with same mobile number under single application and perform transactions 24*7.

HP Pay provides its customers to make use of UPI features like any other UPI application. You can link your bank accounts to HP Pay using the UPI feature, the accounts will be auto fetched based on the mobile number linked to the bank. Customers can use HP Pay UPI and make UPI payments at HPCL or any other merchant outlets that accept UPI as a payment method.

Who can register for HP Pay UPI?

HP Pay has partnered with ICICI bank to provide UPI services on HP Pay application. Any bank customer including iMobile customers whose mobile number is registered with their accounts and has the following account types can: -

1. Individual Savings Account
2. Current Account with sole proprietorship
3. Individual Overdraft Account

Note: - Registered mobile number is one which is updated and linked with customer ID or bank account number of the customer

Whether registration for HP Pay UPI can be done in Dual SIM Mobile phones?

Yes. Application automatically detects dual SIM at the time of registration and requests you to choose the SIM registered with HP Pay to send the request and register for HP Pay UPI respectively.

You will not be allowed to proceed for UPI registration if your HP Pay registered mobile number is not linked with any bank account

What is UPI ID or VPA?

UPI ID (also called Virtual Payment Address or VPA) is a unique identifier you can create in order to make any purchase. Once a UPI ID is created and mapped against your bank account, you can simply pay to any external merchants along with internal HPCL merchants by scanning of UPI enabled QR or by entering the merchant’s UPI ID and the amount will be deducted directly from the linked bank account.

What is a UPI PIN?

UPI PIN is a 6-digit PIN that can be used for authenticating your UPI transactions. Your UPI PIN will be validated by the bank whose account you are using to pay with. The UPI PIN is different for different bank accounts.

How can I set/Reset the UPI PIN?

• Tap on ‘Make Payment’ under UPI at the top of home screen.
• Tap on ‘View my UPI ID’
• Tap on ‘Manage’ for the bank account
• Click on ‘Forget UPI PIN” option and reset your UPI PIN entering required details.

How to link a bank account to HP Pay UPI?

Before linking of bank accounts, you must send an SMS to your bank to verify your HP Pay number for security purpose. This number should be HP Pay registered mobile number and needs to match the one you registered with your bank. This process of verification is called ‘Device binding’. The process is completed with few simple steps and HP Pay guides you throughout the process. On completion of Device Binding, you will be able to view bank accounts linked with the registered mobile number.

The flow for linking bank accounts is different for iMobile and non-iMobile customers as explained below: -

Existing iMobile (ICICI Bank’s Mobile Application) customers - Existing ICICI VPA ID will be displayed for bank accounts linked with iMobile application. iMobile customers can proceed with the same linked iMobile bank account with existing ICICI VPA ID and they can start using HP Pay UPI option with the linked VPA ID.

Non iMobile (ICICI Bank’s Mobile Application) customers – Customers can proceed with any preferred bank account with new VPA ID created on HP Pay . Customers can then start using HP Pay UPI option with the linked VPA ID.

Similarly, you can add up to 3 bank accounts with HP Pay registered number as per the steps mentioned above

Read the link for UPI terms and conditions :

https://www.icicibank.com/terms-condition/unified-payment-interface-tnc

How to pay using HP Pay UPI?

After adding a bank account to HP Pay UPI, following are the ways to pay using HP Pay UPI: - Scan QR on home screen, enter purchase amount and make payment

OR

ap on ‘Scan and Pay’ in the UPI section of home screen. Subsequently enter purchase amount and make payment with correct UPI PIN

OR

Tap on ‘Pay to UPI ID’ in the UPI section of home screen. Subsequently enter the UPI ID, purchase amount, and make payment with correct UPI PIN

The amount will be transferred from your bank account to the merchant’s bank account

What to do when my UPI transaction fails and amount gets deducted from my bank account?

Please check your bank account statement to see whether the amount was credited back. In case the amount has not been credited, we recommend that you wait for 2 working days, within which the bank should credit the money back to your account. In case money has not been added within 2 working days, please reach out to your bank

My UPI transaction is successful, but amount was not received by HPCL Fuel Attendant, HPCL LPG delivery boy or at another Merchant outlet

We recommend you wait for 2 working days, within which the bank should credit the money to the beneficiary account or reverse the same to the sender’s account. In case money has not been added within 2 working days, please reach out to your bank.

How do I unlink bank account?

• Tap on ‘Make Payment’ under UPI at the top of home screen.
• Tap on ‘View my UPI ID’
• Tap on ‘Manage’ for the bank account you wish to unlink
• Click on ‘Unlink Bank Account’

How many Payback Points are offered by HPCL on the purchase of Fuel?

HPCL offers instant rewarding of 4 Payback Points for every Rs 100/- on the fuel transactions carried out at HPCL Fuel stations ( or petrol pumps) using HP Pay mobile application.

For Paycode or OTP based transactions carried out at POS machines at our Fuel stations( or petrol pumps) , Payback points will be credited within 3-5 days .

How much is 1 Payback Point?

1 Payback Point = 25 Paisa across Payback Partners / Brands.

Top Brands who offer Payback Points as Reward Points and Redeem?

• Top brands who offer Payback Points are HPCL, Bookmyshow, Mobikwik, Amazon, Flipkart, etc. on purchase of their products.
• Customers can redeem their accumulated points of all brands at any of the Payback brands. To view the complete list of partners, please log on to www.payback.in.

Whom Should I Contact for any resolution of Payback points issue?

Please contact Payback Call Center at 1860-258-5000 between 10 AM to 9 PM

What is Instafuel?

By selecting Instafuel option on Home Page, customers are give Preset Instructions at selected outlets listed under the option. Preset instructions will be automatically updated and fuelling can commence without any manual intervention by Fuel attendants. Customers can checkout faster completing the payments using HP Pay Paycode without need of any cash or card to process the transactions.

How to locate HPCL fuel stations with Instafuel?

You will be able to view list of HPCL fuel stations providing Instafuel service by tapping on Instafuel icon on home screen followed by Preset icon. On tapping on any of the preferred outlet, you will be redirected to Google Maps for directions to reach the selected outlet.

How to register for FASTag?

HP Pay customers can register for FASTag in partnership with ICICI Bank and IDFC First Bank. Customers can click on the FASTag option on the home screen, select the respective FASTag option, and map the FASTag and vehicle details to the HP Pay account through OTP based authentication. Customers can view the FASTag balance details and make cashless and contactless payments on HP Pay using FASTag wallet balance.

What is Happy Shop?

Customers can shop at our nearest fuel stations (petrol pumps) for groceries using Happy shop on HP Pay. Customer can click on Happy shop icon on home screen, then select closest store and proceed with shopping. Customers can add the needed groceries and proceed with checkout for delivery.

What is Rev Your Soul?

Rev Your Soul is a biker community application. On tapping ‘Road Trip’ in ‘My Vehicle’ section of home screen, you will be able to view Bike trip details offered by Rev Your Soul. To participate in the trip, you will be redirected to Rev Your Soul mobile application

How to view, download and share receipt of a particular transaction?

On tapping ‘Transactions’ tab at the bottom of the homescreen, you will be able to view a list of all type of transactions around purchases, recharges, refunds and reward redemptions. Filter option is available for refined search. On tapping any transaction, transaction receipt of that particular transaction will be displayed with a download and share icon at the top. You will be able to download the receipt and view the receipt in the File Manager of your mobile device and share will allow you to send PDF version of the receipt to anyone via WhatsApp, email, SMS etc.

How to reach out to us for any Feedback?

There are two ways to reach out to us for feedback: -

1. For transaction specific feedback, tap on ‘Transactions’ at the bottom of the home screen. Tap on a ‘Transaction’ for which you wish give feedback. You will find “Rate your transaction experience’ below the transaction receipt. Select your reason for the feedback and tap on submit.
2. For general feedback around HPCL products (Fuel, LPG, and Lubes), tap on ‘Contact Us” at the bottom of the Home screen. You will find a Feedback tab displayed on the top portion of the screen. Under this tab, on clicking on one of the 3 dropdown options (Fuel, LPG, and Lubes), you will be redirected to respective HPCL’s product feedback webpage.

How to raise a query or complaint to us?

Tap on ‘Contact Us” at the bottom of the home screen. Choose a service for which you would like to get your query resolved or raise a complaint. A page of FAQs and recent transactions of the selected service will be displayed.

1. FAQs will help you resolve your query related to the selected service.
3. Click on a transaction amongst the recent transactions of the selected service, in case you wish to raise a query or complaint for a specific transaction.

You can also reach out to us directly via toll free numbers, Chatbot service, email for a resolution for any HP Pay service related concerns. You can find the details of the same at the bottom the page irrespective of any service you choose

HP Pay also takes care of its Business customers. You can also reach out to us for any Business Enquiry related to fuel, LPG, lubes, aviation, DTPlus, industrial and consumer in the ‘Contact Us’ tab at the bottom of the home screen

What is Pay Your Friend?

You can send money from your HP Pay wallet to another HP Pay customer’s wallet. Just tap on the Menu bar, find ‘Pay Your Friend’, enter the mobile number or fetch the name from your contact list by syncing your Contacts to HP Pay, enter the amount you wish to transfer, and tap send.

Please note that although you are permitted to transfer money to other HP Pay wallet, the number of Pay Your Friend Transaction is restricted to 10 numbers in a day.

What is Family Association?

The benefits of HP Pay program can be extended to the family members also. The primary member can

1. Add a Family Member
2. Transfer money from his wallet to family member’s wallet
3. Check linking status
4. Retrieve Family Member’s transaction listing