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FAQ – General

FAQ
General

What is a Pay10 digital wallet? What can I do on the pay10 app? What is the pay10 app used for?
  • We appreciate your curiosity, The Pay10 app is a versatile digital wallet that simplifies your financial transactions. With it, you can:
    1. Benefit Top-Up: Easily add funds to your wallet from your bank account to help manage your spending.
    2. Send Money: Quickly and securely transfer funds to family and friends both locally and internationally. (Stay tuned for international remittance service)
    3. Shop and Pay Bills: Make purchases by scanning QR codes and pay your bills directly through the app.
  • Pay10 wallet is compatible with most smartphones running on Android and iOS. For detailed system requirements you may refer to the app store listings.

Certainly! Pay10 uses bank-grade security, end-to-end encryption, and biometric authentication to keep your information safe. All financial transactions and data are encrypted, with two-factor authentication (2FA) and biometric options for added protection.

For your safety, please never share your PIN or OTP with anyone, even if they claim to be from Pay10.

Thank you for choosing Pay10! We’re thrilled you’re here and ready to experience simple, secure, and smart digital payments.

To begin using the Pay10 app, just follow these quick steps:

  1. Download the Pay10 App from the App Store or Google Play Store.
  2. Register using your mobile number and email address. (verify with OTP)
  3. Complete your KYC by accepting consent and clicking on “Sign-up with e-Key 2.0” Button. (Please note that you must have eKey 2.0 Mobile App installed on your phone to verify and complete onboarding.
  4. Click on “continue with eKey 2.0, & click on Approve.

    Provide any additional requirements in line with applicable regulations.

    That’s it! You’ll be ready to explore all the features Pay10 has to offer!

Yes, you can receive settlements in a digital bank account in BHD, provided that the account is registered under the same business name as shown on your trade license.

Most accounts are verified automatically within minutes. However, manual reviews may take up to 30 minutes, depending on the volume of requests. We appreciate your patience during this time. You’ll receive an update via email as soon as your account is verified.

  • Use your registered credentials (Phone Number) and the set password or PIN.

To log in, use the PIN you set during registration, or if you enable it, use fingerprint authentication (Android) or face recognition (iOS).

I’d be happy to assist you with that! To update your profile information, just follow these steps:

  1. Open the app and go to the “Profile” section.
  2. Update your details, such as your phone number OR Email ID.
  3. Verify any changes with the OTP sent to your registered contact.

(Note: OTP for mobile number change will be sent on the new mobile number)

Sure, let me guide you through the process:

  • Click on “Forgot Password” on the login screen.
  • Verify your identity via OTP via the registered mobile number.
  • Reset a new password.

I’d be happy to assist you!

  • Please check your spam or junk folder in case the email was filtered there.
  • Could you kindly confirm if your email address was entered correctly?
  • If you still have not received it, there may be a technical issue.

I’ll escalate this to our IT team and ensure we reset your login credentials as soon as possible.

If you’ve forgotten your PIN, please follow these steps:

  • Click on “Forgot PIN” on the login screen.
  • Verify your identity by entering the OTP sent to your registered email address / phone.
  • Set a new PIN.

If you encounter any issues during the process, feel free to let me know!

Unfortunately, you can’t use the wallet on multiple devices. However, you can use the wallet on another device, you’ll need to log in and authenticate the new device via OTP on SMS for security purposes, especially in case your old device is lost.

Please note that it will log you out from the previous device. If you have any further questions about this, feel free to ask!

While we hope this never happens, if you do lose your phone, here’s how to secure your e-Wallet:

  • Contact Us Immediately: Call us on our toll-free number and request to temporarily block your account.
  • Account Blocking: Once you reach out, we will proceed to block your account to prevent any unauthorized transactions.

If you have any further questions or need assistance, please don’t hesitate to contact us.

I’m glad you’re thinking about securing your wallet! Here are some steps you can take to enhance your security:

  • Use strong PINs and passwords that are difficult to guess.
  • Enable biometric authentication for an added layer of protection.
  • Never share your OTPs or any sensitive information with anyone, as this could compromise your account.
  • Your device needs to have an online connection to access your wallet.
  • Unfortunately, adding cards to the wallet is not available. We understand this may be inconvenient, but please be rest assured that this feature is being considered for a future update.

  • If you have any concerns or would like to discuss your options further, we’re here to help! Your feedback is important to us, and we want to ensure you have the best experience possible.

    To delete your wallet account, you can follow these steps:

    • Open the app settings. merchant hypermarket
    • Navigate to the Security
    • Look for the “Delete Account” option.
    • Follow the prompts to confirm your decision.

    Before you proceed, please keep in mind that this action may delete your transaction history and any linked data. Pay10 needs to ensure that your data is retained as per mandatory regulatory requirements.

  • At Pay10, we take data privacy and security seriously. We fully comply with the Bahrain Personal Data Protection Law (PDPL) Law No. (30) of 2018 to ensure that your personal information is processed lawfully, fairly, and transparently. We collect only the necessary data required to provide our services and improve your experience. Your information is never shared with unauthorized third parties, and we implement strong security measures to protect your data. You have full control over your personal data, including the right to access, rectify, or request deletion at any time

  • If you’re having trouble logging in, here are a few steps you can take:

    • Check your internet connection to ensure you have a stable connection.
    • Make sure the app is up to date by checking for any available updates in your app store.
    • Verify your credentials to ensure you’re entering the correct username and password. If necessary, consider resetting your PIN.

    If you’ve tried these steps and are still unable to log in, please let me know, and we’ll be happy to assist you further!

  • This might happen for several reasons, such as suspicious activity, exceeding transaction limits, or multiple incorrect PIN attempts.

Here’s what you can do if your wallet balance seems to be incorrect:

  • Refresh your Pay10 app to see if that updates the balance.
  • Double-check your transaction history to ensure all transactions are accurately recorded.
  • If the issue persists, please contact customer support for further assistance. We’re here to help you resolve this!

Here are a few steps you can take to troubleshoot the issue:

  • Check if your app is up to date to ensure you have the latest features and fixes.
  • Make sure you have a stable internet connection for smooth operation.
  • Restart your device to refresh the system.

If the problem persists after trying these steps, please do let me know. I am here to help you get back on track!

If you are unable to receive OTPs, you may try the following troubleshooting steps:

  • Click on “Resend the OTP” to try receiving it again. Check your email if it came or check the junk folder.
  • If it still hasn’t come or you haven’t received it, please do let us know by reaching out to us on any of our customer support channels.

Here’s what you can do:

  • Check your payment history to confirm if the amount was indeed charged twice.
  • If you find a duplicate payment, please contact customer support to request a refund for the extra charge.
  • Our system is designed to automatically flag and reverse duplicate payments, so rest assured we’re working to resolve this.

If you have any questions about this, feel free to let me know!

Here are a couple of steps you can try:

  • Check your internet or Wi-Fi connectivity and try scanning the QR code again.
  • If the issue persists, please do let me know I’m here to help you resolve this as quickly as possible!
  • Currently, you can only use your Pay10 Wallet in Kingdom of Bahrain.

Payments & Transactions

How do I top up my PAY10 wallet? How do I transfer funds? I need to send money. I cannot send money from my wallet.

You can add money to your Pay10 wallet using Benefit.

Steps to top up your wallet:

  • Log in to the Pay10 app
  • Select Add Money
  • Choose Top up with Benefit
  • Enter the amount and confirm
  • You will be redirected to the Benefit page
  • Enter your PIN and confirm
  • The amount will be credited to your Pay10 wallet

Currently, wallet top-ups are only supported through Benefit.
For help with bank transfers, please contact the Pay10 Support Team

  • You can only use the wallet for domestic payments for the time being.
  • Updates to this feature will be communicated regarding cross-border transfer.
  • There are 2 ways to make a payment:
  1. Scan and Pay: Simply scan the QR code at your favorite stores and make payments directly from your wallet.
  2. Mobile Number: Easily send money to friends and family using their Pay10 linked mobile number.
  1. Check if there are any temporary restrictions on your account.
  2. Ensure your internet connection is stable during the transaction.
  3. Confirm that your account has sufficient balance for the transaction.
  4. Double-check the recipient’s details to ensure accuracy.
  5. If the amount has been debited from your account, we recommend waiting 24-48 hours for the transaction to be reconciled.

Should the issue persist, please contact our customer support team with the transaction ID, and we will investigate and resolve the matter ASAP.

We appreciate your patience and understanding, and we are here to assist you with every step of the way.

In case you have made an incorrect payment, you can do the following:

  1. If the payment is still pending, you may attempt to cancel the transaction immediately
  2. Try to contact the recipient and request a refund back to your wallet immediately.
  3. Contact the merchant directly to explain the situation and request an adjustment or correction to the payment amount.
  4. If the payment has already been processed incorrectly, kindly reach out to the merchant to request a refund for the overpaid amount.

Should you require further assistance or encounter any difficulties during this process, please do not hesitate to contact our customer support team. We are here to help ensure the matter is resolved promptly and to your satisfaction. Thank you for your understanding.

  1. Refunds are generally processed back to your wallet balance or the original payment method used for the transaction. The processing time typically happens on the spot (Immediate) till maximum 24 hours. though this may vary depending on the merchant’s policies.

    Please feel free to reach out to our customer support team for further assistance. We appreciate your patience and understanding.

While most refunds are processed quickly, there are a few reasons why you may experience a delay:

  • The Bank may be undergoing scheduled maintenance or processing delays, especially during holidays.
  • There could be a temporary technical issue with the payment system or wallet provider affecting the transaction update.
  • In some cases, banks may take additional time to process the refund before it is reflected in your wallet.

Rest assured, if the refund does not appear within the expected timeframe, I’m here to assist you.

Transactions are typically processed instantly and once confirmed, cannot be canceled.

However, if you believe the transaction was unauthorized or incorrect, please contact our customer support team immediately. We will investigate the matter and assist you in resolving the issue promptly. Your satisfaction and security are our top priorities.

Yes, you can transfer money from your Pay10 Wallet to a bank account.

Fees:

  • Fawri+ Less than 100 BHD: Free & Instant
  • Fawri+ 100BHD to 3,000 BHD: 110 Fils per transaction & Instant.
  • Fawri transaction of more than 3,000 BHD, 110 Fils & 1 business day.

To transfer:

  • Select the Transfer option.
  • Enter the beneficiary’s bank details.
  • Confirm the transfer.

Processing times may vary depending on the type of transaction and bank. Fawri+ and less than 3,000 BHD – Immediate. Fawri transactions of more than 3,000 BHD – within 1 business day.

For further assistance, contact our customer support team.

Thank you for choosing Pay10!

  • Wallet-to-Wallet Transactions: Free of charge
  • Wallet Top-up: 110 Fils
  • Domestic Bank Transfers (Wallet to Bank Account):
    • Amounts BHD 100 & above → 100 Fils + 10% VAT
    • Amounts below BHD 100 → No fee
  • International Remittance (Cross Border): Fee depends on the beneficiary/receiving country (Coming Soon)
  • For a detailed fee structure, please refer to the Pay10 app

For any further questions or clarification, our customer support team is here to assist you. Thank you for using Pay10!

The maximum wallet balance for merchant is BHD 10,000 (loading and transaction size) at any given time (until further notice).

  • Immediately block your Pay10 wallet temporarily to prevent further transactions. This can be done via the app or by contacting customer support.
  • File a fraud report with all relevant transaction details.
  • Monitor your account for any further unusual activity.
  • Contact PAY10 customer support for a full investigation and resolution of the issue.
  • Check your transaction history to confirm the details of the failed transaction.
  • Wait for 24 hours, as some payments may be processed or refunded automatically during this time.
  • If the issue remains unresolved, contact customer PAY10 support with your transaction ID and a screenshot of the payment deduction for further investigation.

Our team is here to assist you and ensure the matter is resolved promptly. Thank you for your patience and understanding.

Customer Support FAQs

What are Pay10’s customer support working hours?

Pay10 customer support operates 24 hours a day, 7 days a week. 

Our dedicated team is always available to assist you with any questions or concerns.

Response times for customer support depend on the nature of the issue. 

Service level:

 typically, immediate or within a few hours.

  For more complex issues, resolution may take 24-48 hours.

Our team is working diligently to address your concerns as quickly as possible. Thank you for your patience and understanding.

PAY10 Merchant Support FAQs:

What is the Pay10 Biz app for? Why would I use it? What Can I do on the app?

The Pay10 Biz app is designed to empower merchants by providing a comprehensive suite of tools to manage and grow their businesses efficiently. Here’s what you can do on the app:

  1. Accept Payment Method:

Offer customers access to digital wallets, ensuring seamless and convenient transactions.

  1. Reduce Transaction Costs:

Enjoy reduced transaction costs, saving up to 2.5% compared to other payment gateways, making Pay10 one of the most cost-effective solutions in the market.

  1. Utilize Instant Payments

Generate and share a dynamic QR code directly with customers enabling quick and flexible payments.

 

  1. Access Real-Time Analytics: Monitor transactions and settlements through a user-friendly dashboard, gaining valuable insights to make informed business decisions.

By leveraging these features, merchants can: 

Enhance operational efficiency.

Delivering superior customer experience

Expand their market reach.

How to sign up as a merchant?

Register on the Digital Pay10 Biz application:

Mandatory Documents

Provide essential business information, such as your business name, tax ID, and payment preferences.

Complete Identity Verification and Compliance Checks:

Undergo KYC (Know Your Customer) and AML (Anti-Money Laundering) verification processes to ensure compliance.

Finalize Onboarding:

Once registration and verification are complete, you can start accepting payments directly via the wallet.

The onboarding process typically takes 30 minutes while verification and performing transactions may take up to 2 days after the merchant agreement is signed.

For assistance during the sign-up process, our support team is available to guide you every step of the way. Thank you for choosing Pay10!

The maximum wallet balance for merchant is BHD 10,000 (loading and transaction size) at any given time (until further notice).

Yes, the same Bahraini CPR/ID can be used for multiple merchant onboardings. The ID is primarily used for screening and identifying the Ultimate Beneficial Owner (UBO) during the onboarding process. If the individual is associated with multiple merchants, the same ID can be reused for each relevant onboarding. However, he will have to use separate Mobile Numbers to register for new outlet/ branches.

Yes, absolutely! A person can use both the Merchant and Customer apps. You can enroll as a customer even if you’re already registered as a merchant using the same CPR. Just make sure to use a different mobile number when signing up for the Customer app. We’re here to support both sides of your journey!

Great question! For large group merchants like hypermarkets, we’re implementing a hierarchy-based onboarding process. First, the main or parental merchant will be onboarded and assigned a primary Merchant ID (MID). After that, they’ll have the option to add their associated branches or sister concerns under a Unit ID (UID). This setup helps streamline operations while keeping everything well-organized under one parent structure. We’re here to make the process as smooth as possible!

When a merchant completes self-onboarding, (Coming Soon) the Merchant ID (MID) will be generated as part of the journey once the agreement is submitted. For manual onboarding, either the sales representative or account manager will collect the signed agreement along with the necessary documents and information to initiate the process from our backend team.

Yes, there are separate agreements. Merchants and resellers have different roles and responsibilities, so they each require tailored agreements to reflect their specific onboarding and operational needs.

A merchant refers to an individual or business entity that directly sells goods or services like a retail shop or restaurant. A reseller, on the other hand, is typically an enterprise or agent that manages and brings in multiple merchants under their portfolio. They act as intermediaries between the platform and the merchants.

Let us know if you’d like help identifying which category is right for your business, we’re happy to guide you!

  • No, we cannot onboard a shell company due to regulatory and compliance requirement
  • Our platform requires businesses to be fully operational, and we require proof of active business operations, which shell companies typically cannot provide.

For legal and security reasons, we are unable to onboard shell companies currently

  • We appreciate your interest in onboarding a charity or non-profit organization. Unfortunately, we are unable to onboard charity and non-profit organizations currently. This decision is based on specific compliance requirements and operational considerations that must be met to maintain the integrity of our business model.
  • After careful consideration, we have decided that we are not currently able to onboard non-profits or charity organizations.

 

  • To ensure compliance with international laws and safeguard the integrity of our business, it is essential that you avoid engaging in trade or partnerships with entities located in these countries and regions. (below are the sanction countries)
  • Engaging in business dealings with these areas could result in legal and financial complications, including the termination of our contracts (below are the sanction countries)
    IRAN / MYANMAR / SYRIA / NORTH KOREA / CUBA / CRIMEA REGION OF UKRAINE / DONETSK PEOPLE REPUBLIC (DNR) / LUHANSK PEOPLE REPUBLIC (LNR) NON-GOV-CONTROLLED AREAS OF ZAPORIZHZHIA AND KHERSON REGION OF UKRAINE.

Merchants can process payments through the Pay 10 digital wallet using the following methods:

  1. Dynamic QR Code:
    • A unique QR codegenerated based on the bill amount.
    • Merchants can generate dynamic QR code on their mobile device for customers to scan and pay.
  1. Merchant ID (Upcoming Feature):
    • The counter staff shares theMerchant ID with the customer.
    • Customers log in to their wallet, enter the Merchant ID, and complete the payment.

These methods provide flexible and secure payment options for both merchants and customers. For further assistance, feel free to contact our support team.

Thank you for using Pay10!

For assistance during the sign-up process, our support team is available to guide you every step of the way. Thank you for choosing Pay10!

  • Payments made by customers via the mobile wallettypically reflect immediately or within a minute if the payment is processed successfully.
  • Merchants are advised tomonitor their transaction history within the wallet to confirm receipt of the payment.

For any discrepancies or delays, please contact our customer support team for assistance. Thank you for choosing Pay10!

Yes, merchants can issue refunds through the digital wallet by:

  • Initiating a refunddirectly within merchant app by going into History- Transaction Details & selecting the date range and initiating a refund of the particular transaction.
  • Refunds typicallyappear immediately or within 24 hours in the customer’s wallet OR bank account.

For assistance with refunds or any related queries, please contact our customer support team. We are here to help!

Access the Merchant Portal:

  • Merchants can track sales and transaction history by logging into the merchant portalprovided by Pay10.

View Detailed Transaction Logs:

  • The portal provides detailed logs, including payment amounts, customer information, transaction status, and timestamps.

Download Transaction Reports:

  • Merchants can download transaction reports by selecting a specific date rangefor reconciliation purposes from the merchant Bizz app
  • pay10.bh
  1. Go to wallet Reports – Customer Txn Reports, Enter Sender Mobile Number & Customer Phone Number, Select Date Range kindly note that you can download 3 & 6 months apart from these if you wish to download more than 6 months kindly email to merchantsupport@pay10.bh
  2. Export Excel – Download – Customer Txn Report

Real-Time Reporting and Monitoring:

  • The merchant portal also offers real-time dashboardsto help merchants monitor sales and financial performance effectively.

For further assistance or clarification, please contact our customer support team. Thank you for using Pay10!

 

  1. Promotions are configured by Pay10. Define the type (e.g., percentage off, fixed amount off, or cashback).
  2. Set conditionslike applicable products, minimum purchase amounts, or expiration dates.

 

For assistance, Pay10 Contact support team. We are here to help!

The percentage and the fee structure for that must be discussed with sales team.

For further details, feel free to contact our support team. Thank you!

Currently, our wallets support only Bahraini Dinars (BHD).

Support for multiple currencies may be added in a future update.

For further updates or inquiries, please contact our support team. Thank you!

To make any updates to your account details, such as bank information or business credentials, just drop us an email at merchantsupport@pay10.bh. Our team will be happy to assist you promptly!