FAQ

I. About the mPay service
1. What is mPay?
2. How does mPay work?
3. What does the mPay service enable you to do?
4. Can the mPay service be used by users of other phone operators?
5. Is it possible to use the mPay service to pay my monthly T-Mobile bill?
6. What is the cost of using the mPay service?
 
II. Activation of the mPay service
7. Is it necessary to register to use the mPay service?
8. How and where can I register for the mPay service?
9. What are the conditions I need to fulfill to use the mPay service?
10. What do I need to register for the mPay service?
11. How many bank accounts/credit cards may I register on one MSISDN?
12. Which bank accounts and credit cards may I register for the mPay service?
13. Why do I need to give my personal registration number in the Application for the mPay service?
14. How is the mPay service activated?
15. What if I do not have an account open with PBZ nor own a credit card with PBZ Card or I do not have a T-Mobile subscribed/Simpa user number?
16. Does the T-Mobile subscribed/Simpa user number registered have to be in the same name as the applicant for the mPay service?
17. Can legal entities use the mPay service?
18. How can I register bills from utility companies that I would like to pay for by the mPay service?
19. What are the contact numbers of the PBZ Call Centre and the T-Mobile user services?
20. How long do I have to wait from the day I hand in my Application for the mPay service until it is activated?
 
III. Using the mPay service
21. How can I pay telephone and utility bills by mPay?
22. How can I pay in a store using mPay?
23. How can I shop on the Internet using mPay?
24. How is payment confirmed by the mPIN?
25. How much time do I have to enter my mPIN for the transaction to be successful?
26. What is an mPay trial transaction?
27. Who can use the mPay trial transaction?
28. How can I use the mPay trial transaction?
29. What should I do to prepare to pay by mPay in a store?
30. What if I delete the message with the notice about the bill I need to pay?
31. How can I access the mPay (USSD) menu?
32. What options are offered on the mPay (USSD) menu?
33. How do I select each option on the mPay (USSD) menu?
34. How can I return to the previous menu or to the main mPay (USSD) menu?
35. How can I find out the balance on my account or spending on my credit cards?
36. How can keep track of my payments?
37. Will I receive confirmation of every transaction?
38. Is there a limit to payment using the mPay service?
39. Is it possible to cancel transactions after I have entered my mPIN number?
40. What if I have a complaint about the quality of the goods I have paid for by the mPay service?
41. What if I have a complaint about the amount of the bill from a utility company for use of their services?
42. Can I use the mPay service abroad?
43. What are the costs of using the mPay service abroad and how much are they?
44. Which cell phones can I use for the mPay service?
45. When will I not be able to make payments using the mPay service?
46. How do I select which bank account/credit card to use when making payments (if I have registered more than one bank account or credit card)?
 
IV. Security
47. How secure is the mPay service?
48. Is the bank account or credit card safe from misuse?
49. I have had my credit card stolen. Do I have to re-register for the mPay service?
50. I have had my cell phone stolen with the T-Mobile subscribed/Simpa SIM card; do I need to re-register for the mPay service?
 
V. Administration and changes
51. What is an mPIN?
52. What is the mPay user number?
53. What is the mPay user card for?
54. What if I forget my mPIN number?
55. Can I change the information I gave in the Application for use of the mPay service?
56. How can I cancel the mPay service?

I. About the mPay service
1. What is mPay?
mPay is a service which makes it possible to pay utility bills and bills issued by other companies and purchase products and services using a cell phone, where payment is made from the user's bank account or by credit card.

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2. How does mPay work?
T-Mobile subscribers or Simpa users are able to make a variety of payments using their cell phones, using quick USSD messages. Using the service is simple and secure. The payment does not go on the user's T-Mobile subscribed or Simpa bill, but is debited from a designated bank account or credit card.

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3. What does the mPay service enable you to do?
The mPay services enables you to:
• Pay utility bills by SMS to companies who have signed a contract with PBZ
• Pay telephone bills by SMS– T-Mobile (T-Mobile bills) and T-Com (Halo, ISDN, Internet)
• See your bank statements, spending on your credit cards, and the remaining amount on your mPay daily allowance
• Make payments at a wide range of points of sale (e.g. supermarkets, food, clothes and shoe stores, stores with technical goods, household goods etc.), which display the mPay sign, when you purchase goods and services.
• Shop on the Internet – in all Internet stores displaying the mPay service sign
• buying simpa vouchers..

In its second phase the mPay service will make it possible to use other banking services over your mobile phone and T-Mobile services.

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4. Can the mPay service be used by users of other phone operators?
The mPay service can only be used by users of the T-Mobile HR network (T-Mobile and Simpa users).

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5. Is it possible to use the mPay service to pay my monthly T-Mobile bill?
Yes, all T-Mobile users are automatically given the option of paying in this way, as soon as they activate the mPay service. The due date for the bill is also the 20th of the month, but bills paid through the mPay service can only be paid by the 5th of the following month.

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6. What is the cost of using the mPay service?
• Activating the service: no charge.
• Annual fee for using the mPay service: 75 kunas (in the promotion period up to 31 March 2006 users do not have to pay the fee for using the mPay service for the first year of usage). After this period the annual fee will be paid from the designated account for payment of mPay services.
• Usage of the mPay service to pay for goods purchased at a point of sale: apart from the price of the goods purchased, there is no additional charge.
• Usage of the mPay service to pay utility bills: the SMS message sent by the user and the SMS message sent to the user to confirm the mPIN are charged according to the current price of SMS messages in accordance with the user’s T-Mobile tariff model. Apart from these SMS messages there are no other costs for the user.
• An enquiry about the balance on a bank account using the USSD menu: no charge
• A change in the user’s data from the application and the addition or cancellation of companies issuing utility bills: no charge
• Re-issue of an mPIN/mPay user number: charged according to the current PBZ tariff.

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II. Activation of the mPay service
7. Is it necessary to register to use the mPay service?
Yes, in order to use the mPay service, you need to register by filling in an Application for use of the mPay service.

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8. How and where can I register for the mPay service?
You may register for the mPay service by means of an Application for use of the mPay service which you may request and fill in at branches of PBZ, T-Mobile stores and T-Centres.

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9. What are the conditions I need to fulfill to use the mPay service?
You need:
• To have at least one account open with Privredna banka Zagreb or own an PBZ Card credit card.
• To have an active T-Mobile subscribed or Simpa user number
• (if you are a Simpa user but not registered as, you can register through the Application for use of the mPay service)
• Apart from these basic conditions, additional criteria will be considered in the assessment of your application, such as the regularity of your business with the Bank and T-Mobile Hrvatska d.o.o.

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10. What do I need to register for the mPay service?
You need the following:
• an identification document (personal identity card or passport)
• a correctly completed Application for use of the mPay service
• the numbers of the bank accounts/credit cards you wish to use to make payments through the mPay service.
• an active T-Mobile subscribed or Simpa user number
• The last paying in slip for utility bills you wish to pay by the mPay service. You may register any account from the list of utility companies with which PBZ has signed an agreement (the list is displayed in all branches of PBZ, T-Mobile stores and T-Centres and on the mPay service web site)

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11. How many bank accounts/credit cards may I register on one MSISDN?
You may register up to 4 bank accounts or credit cards for the mPay service, in that the account registered in first place is considered to be the basic account for the mPay service.

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12. Which bank accounts and credit cards may I register for the mPay service?
You may register the following PBZ accounts and credit cards:
• current accounts
• gyro accounts
• foreign currency accounts
• MasterCard cards
• VISA cards
• American Express cards (AMEX).

You may only register bank accounts and credit cards in the name of a physical person for use with the mPay service.

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13. Why do I need to give my personal registration number in the Application for the mPay service?
The personal registration number (JMBG) is necessary due to the nature of the mPay service, since it deals with financial transactions. By signing the Application for use of the mPay service, you accept the conditions of use given on the back of the Application form.

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14. How is the mPay service activated?
You give in the Application for the mPay service at T-Mobile stores, T-Centres or PBZ branches. After a week you will be informed by SMS message as to whether your application has been accepted. If it is accepted, you need to go to the branch of PBZ you gave on your Application for use of the mPay service and:
• sign a Contract
• take your mPIN
• take your card with your mPay user number.

The service will be activated by the end of the working day on which you signed the Contract.

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15. What if I do not have an account open with PBZ nor own a credit card with PBZ or I do not have a T-Mobile subscribed/Simpa user number?
If you do not have an account open with PBZ nor own a PBZ Card credit card, you should go in person to the nearest PBZ branch. As soon as you have opened a bank account or been given a credit card, you may fill in the Application to use the mPay service.
If however you do not have a T-Mobile subscribed/Simpa user number in the T-Mobile network, you need to go to the nearest T-Mobile store or T-Centre. As soon as you receive your Simpa user number or when you open a subscription account, you can fill in an Application for use of the mPay service.

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16. Does the T-Mobile subscribed/Simpa user number registered have to be in the same name as the applicant for the mPay service?
The T-Mobile subscribed/Simpa user number does not need to be in the same name as the applicant for use of the mPay service; it may be for example in the name of a member of your family. Naturally the actual user of the T-Mobile subscribed/Simpa user number registered has the right to veto the use of the service using his/her number.

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17. Can legal entities use the mPay service?
So far the mPay is intended exclusively for physical persons, that is those who have at least one account open with Privredna banka Zagreb or own a credit card with PBZ Card credit card with their own name and surname and personal registration number.
The T-Mobile/Simpa user number you register to use these services may be in the name of a legal entity, which you need to mention in the Application for use of the mPay service.

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18. How can I register bills from utility companies that I would like to pay for by the mPay service?
You can register the bills of utility companies in your Application form for use of the mPay service by enclosing a copy of a bill you would like to pay by means of the mPay service. If you do not have a bill from a utility company with you, you can enclose a copy when you sign the Contract at your chosen PBZ branch and fill in a form adding these bills.
Should the subscriber wish to apply for any of the utility bill companies subsequently, he/she can do so in PBZ branch offices, T-Mobile shops or T-Centers, by submitting sample utility bill deposit slips which he/she wishes to apply for mPay.
After the service has been activated you can register bills from utility companies by calling the PBZ Call Centre and confirming your registration with your PIN number.

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19. What are the contact numbers of the PBZ Call Centre and the T-Mobile user services?
The PBZ Call Centre: 01/4891 311
T-Mobile User Services:
Service for Simpa users: 098 1520
Service for T-Mobile users: 098 1550

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20. How long do I have to wait from the day I hand in my Application for the mPay service until it is activated?
If your Application for use of the mPay service is approved, you will be informed within one week by SMS message that you may sign a Contract for use of the mPay service at your chosen PBZ branch (the selected branch you gave in your Application for use of the mPay service). After signing this Contract, your mPay service will be activated by the end of the same working day.

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III. Using the mPay service
21. How can I pay telephone and utility bills by mPay?
• You receive an SMS message to notify you of a new bill.
• If you want to pay, you reply to “YES” (or “yes”) to the message
• You receive an USSD message on your cell phone containing: the name of the utility company issuing the bill, the amount you need to pay and a request for you to enter your mPIN number.
• By entering your mPIN you confirm the transaction.
• You receive notice by SMS message of the successful transaction.

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22. How can I pay in a store using mPay?
• You decide to pay by mPay and you give the salesperson your T-Mobile subscribed/Simpa user number or mPay user number.
• The salesperson initiates the transaction through the EFT POS terminal.
• You receive an USSD message on your cell phone containing: the name of the store, the amount you need to pay and a request for you to enter your mPIN number
• By entering your mPIN you confirm the transaction
• The salesperson receives confirmation on the EFT POS terminal of the successful transaction.
• He/she gives you a printout of the same confirmation.

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23. How can I shop on the Internet using mPay?
• You decide to shop using mPay on the Internet in one of the Internet stores.
• You write in your T-Mobile subscribed/Simpa user number or your mPay user number in the appropriate place
• You receive an USSD message on your cell phone containing: the name of the Internet trader, the amount you need to pay and a request for you to enter your mPIN number.
• By entering your mPIN you confirm the transaction.
• You receive notice by SMS message of the successful transaction.

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24. How is payment confirmed by the mPIN?
When you receive a request to enter your mPIN you have to do as follows:
• At the bottom of the display on the cell phone it will say "Reply" or "Answer" depending on the type of cell phone. You need to select this option. (On some Siemens phones this option is not offered, but you need to press the # button or choose the option "View").
• Enter your mPIN.
• Press the call button or select "Reply" or "Answer" depending on the type of cell phone.

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25. How much time do I have to enter my mPIN for the transaction to be successful?
For the transaction to be successful you need to enter your mPIN within 80 seconds of receiving the USSD message. If you do not enter your mPIN within that time, the transaction will not be completed and you will receive a message on the EFT POS terminal or by SMS message confirming that the transaction was not successful.
If you still want to carry out the transaction, the salesperson can initiate it again using the EFT POS terminal. You will then receive another request to enter your mPIN, which you must do within 80 seconds.

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26. What is an mPay trial transaction?
A trial transaction is one which the user can start by entering the code *102# when his/her mPay service becomes active. It serves as a way of practicing making payments using the mPay service.

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27. Who can use the mPay trial transaction?
All active mPay users.

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28. How can I use the mPay trial transaction?
• You enter the code *102# and press the call button
• You will then receive the following message: Payment by mPay TEST. Amount: 0.00 kn.
• To confirm enter your mPIN and press the call button.
• You then select answer/reply (depending on the type of phone) and enter any 4-figure number as your mPIN and press OK.
• When you have successfully entered your number you should received confirmation: Test transaction completed successfully.
• Otherwise (if the message did not get through) the trial transaction was not successful. You will not receive any message if the time for replying has expired or you did not enter your mPIN, and in that case you should try again.

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29. What should I do to prepare to pay by mPay in a store?
In order for the payment process to be as quick as possible, you should prepare your cell phone and your cell phone number or mPay user number in advance and activate the keypad on your cell phone.

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30. What if I delete the message with the notice about the bill I need to pay?
You can always access paid and unpaid bills by choosing m-bills on the USSD menu*. In case a user deletes a message informing him/her on monthy T-Mobile bill maturity, the user may pay the bill, as usual by using the USSD menu, or by sending an SMS containing «DA» to 71001.

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31. How can I access the mPay (USSD) menu?
You can access the USSD menu by entering the code *101# and pressing the call button.

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32. What options are offered on the mPay (USSD) menu?
After you have accessed the USSD menu you are offered the following options:
1. m-bills – overview of paid and unpaid bills
2. m-banking – banking services, overview of balance on accounts and credit cards.
99. help – information with the numbers of the users’ services of PBZ and T-Mobile

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33. How do I select each option on the mPay (USSD) menu?
• At the bottom of the display on your cell phone the option “Reply" or "Answer" will be offered depending on the type of phone. You should select that option.
• (On some Siemens phones this option is not offered, but you need to press the # button or choose the option “View”).
• You then enter the number of the option you want to call (for example, if you want to call m-banking you need to enter no. 2)
• At the end you need to press the call button or select "Send" or "ok" depending on the type of cell phone.
• The sub-menu is then opened with new options, and you navigate as described above.

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34. How can I return to the previous menu or to the main mPay (USSD) menu?
If you want to return to the previous menu, you have to:
• select the option "Reply"/"Answer"
• enter: *
• press the call button.

If you want to return to the main menu, you must:
• select the option "Reply"/"Answer "
• enter: **
• press the call button.

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35. How can I find out the balance on my account or spending on my credit cards?
At any time you can check on the balance on your account or spending on your credit cards through the m-banking option on the USSD menu.

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36. How can keep track of my payments?
You can see a record of all payments you have made on your bank statement or your credit card bill.

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37. Will I receive confirmation of every transaction?
You will receive confirmation of each transaction made using the mPay service as follows:
• by the confirmation from the POS terminal – for purchases in physical points of sale.
• by SMS – for all other transactions.

In addition, on the monthly statement sent by the Bank you will receive additional confirmation in the form of a print out of turnover on the bank account or credit card from which payment was made.

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38. Is there a limit to payment using the mPay service?
The daily limit for payment by the mPay is 2500 kunas per account. If you need to increase this limit temporarily, you can apply to the PBZ Call Centre

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39. Is it possible to cancel transactions after I have entered my mPIN number?
If you are shopping at a physical point of sale, it is possible to cancel the transaction immediately after you have entered your mPIN, but for other forms of payment within the mPay service, it is no longer possible to cancel payment after you have confirmed it with your mPIN number.

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40. What if I have a complaint about the quality of the goods I have paid for by the mPay service?
You should go to the trader where you made the purchase.

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41. What if I have a complaint about the amount of the bill from a utility company for use of their services?
You should call the number of the utility company who issued the bill.

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42. Can I use the mPay service abroad?
Yes, you can use the mPay service abroad, using GSM networks which support USSD phase 2.

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43. What are the costs of using the mPay service abroad and how much are they?
Use of the mPay service is paid for according to the current tariff for the service. The cost of SMS messages are charged according to the current tariff in each country.

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44. Which cell phones can I use for the mPay service?
It is possible to use the service with any phones which support USSD phase 2. This means most phones on the Croatian market.

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45. When will I not be able to make payments using the mPay service?
In order to carry out payment transactions you must have sufficient funds in your selected bank account or unused limit on your credit card and settled accounts with T-Mobile subscribed (you must have paid your T-Mobile bill or have money available in your Simpa account).

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46. How do I select which bank account/credit card to use when making payments (if I have registered more than one bank account or credit card)?
You select the bank account or credit card by entering the mPIN number:
• mPIN is used for the basic (main, first registered) bank account or credit card
• mPIN2 is used for the second registered bank account or credit card
• (e.g. if your mPIN is 1234, to pay with the second registered card you have to enter 12342 or 1234#2)
• mPIN3 is used for the third registered bank account/credit card
• mPIN4 is used for the fourth registered bank account or credit card

So, you have an mPIN to which you add the number 2, 3 or 4 depending on the number of the bank account or card you wish to use for payment.

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IV. Security
47. How secure is the mPay service?
The mPay service uses very high security standards. The service is offered by means of advanced security technology with the use of special processes and procedures aimed at maintaining a high level of security and reliability in all phases of use of the service. Moreover, use of the USSD message means that the mPIN does not need to be stored in the system nor in the cell phone, which protects the user even if the phone is stolen or misused.

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48. Is the bank account or credit card safe from misuse?
Yes, bank account/credit card numbers are exceptionally safe within the mPay service. This is due to the fact that these numbers are not entered or sent either by SMS message or in any other form whilst the service is being used, and they remain safe in the Bank at all times. Even shopping on the Internet is completely secure: when you make a purchase on the Internet you do not have to enter the number of your bank account or credit card on the web site.

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49. I have had my credit card stolen. Do I have to re-register for the mPay service?
You need in any case to report the theft as soon as possible and follow the instructions given by the employee at the T-Mobile user services. You do not need to register for the service again, but only register another credit card or bank account which you would like to use instead of the old card or account.

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50. I have had my cell phone stolen with the T-Mobile/Simpa SIM card; do I need to re-register for the mPay service?
You need to report the theft as soon as possible and follow the instructions of the employee at the T-Mobile User Services. If you are a T-Mobile subscriber, you do not need to re-register for the service, you can continue to use it once you have changed your SIM card, but if you are a Simpa user, since you cannot change your Simpa card, you have to change your Simpa user number by filling in the appropriate application form at the T-Mobile store, the T-Center or the PBZ branch. After this you will receive a new mPIN and you can start using the mPay service immediately.

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V. Administration and changes
51. What is an mPIN?
An mPIN is a secret identification number, which you use to confirm payment by means of your cell phone. You enter your mPIN in response to the USSD message. Without the mPIN it is impossible to carry out the transaction.

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52. What is the mPay user number?
You can use your mPay user number when paying for goods and services if you do not wish to give your actual cell phone number. Your mPay user number is on the card you receive when you sign the contract at the PBZ branch.

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53. What is the mPay user card for?
The mPay user card serves as a reminder since your mPay user number is written on it. You can, if you wish, show it to the salesperson at the cash desk, so the salesperson can read the mPay user number from it. If you do not want to show your mPay user card or you do not have it with you, you can tell the salesperson your mPay user number or the number of the cell phone you use for the mPay service. Payment may be made in both these ways, it is your choice.

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54. What if I forget my mPIN number?
You can ask for a new mPIN number by filing in an Application for use of the mPay service at T-Mobile stores, T-Centers or PBZ branches. After a new mPIN has been issued you can pick it up at the PBZ branch you choose in your application.

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55. Can I change the information I gave in the Application for use of the mPay service?
Yes you can. You can make the following changes:
• changes to personal data
• adding, changing or removing bank accounts or credit cards
• changing the basic (main) card/bank account for payments
• changing the mPay user number
• changes to, registration or removal of utility companies which issue bills
• changes to the T-Mobile subscribed/Simpa user number (only by filling out an Application; in this case you will be given a new mPIN).

You can carry out most of these changes by calling the PBZ Call Centre or by filling in an Application in person at a PBZ branch, a T-Mobile shop or at a T-Centre. If you wish to add utility bills by filling in an Application at a point of sale, you need to enclose a copy of the bill you wish to register. Exceptionally, it is only possible to change the T-Mobile subscribed/Simpa user number used for payment by the mPay service by filling in an Application at a PBZ branch, a T-Mobile shop or a T-Centre.

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56. How can I cancel the mPay service?
You can cancel your registration for the mPay service exclusively at a branch of PBZ by means of an Application form for use of the mPay service by stating on it: "Cancellation of mPay service registration".

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*NOTE:
The mPay services will be continuously developed and you will soon have available the possibility of transferring money from one bank account to another etc.!