Frequently Ask Questions

Who can use UBL Digital App?

All existing UBL customers with a savings or current account can avail the UBL Digital App provided they have an existing registered Netbanking account or they have an ATM/Debit Card along with a registered mobile number.

Customers who do not have bank accounts with UBL can use the UBL Digital App to apply for a UBL bank account.

How can I register for UBL Digital App?

Sign-up using account details:

• Download the App from Google Play Store or Apple App Store.
• To register for the app for the very first time, you will be asked for
  • Your CNIC number
  • Your ATM card number
  • Your ATM PIN
• If you have an existing Netbanking profile, you can opt for sign-up via your Netbanking credentials

Sign-up using a secure code:

• Download the UBL Digital App from Google Play Store or Apple App Store and call our Customer Care at (021)-111-825-888
• After our representative has verified you through the call, you'll be sent a unique, computer-generated sign-up code on your registered mobile number
• You can then enter the sign-up code and your CNIC number to complete registration.

Sign-up using QR:

• Download the App from Google Play Store/ Apple App Store.
• Selects "Sign-up for Mobile Banking"
• Sign-up screen will appear with an additional option "Scan QR Code to Sign-up"
• Select this option.
• The screen will open the camera in order for you to scan the QR code (displayed on your friend Digital App/Mobile)
• Once the QR Code is scanned, the App will navigate to another screen asking below mentioned detail:

  • CNIC Number
  • Mobile Number
• Mention the required detail & press 'Next' button.

  • In case the provided Mobile Number doesn't match in the data base, you will be given another chance to enter the information.
• Otherwise, a Sign-up code will be instantly sent via SMS in to your registered mobile number and the system will navigate you to the next screen.
• The next screen will contain a Blank Alphanumeric field to mention the Instant Sign-up Code
• Enter the Sign-up Code in the respective field and press 'Next' button.
• Once Sign-up Code is verified, system will allow you to create the User ID and password.

Can I use Touch ID or Face ID to login to the app?

Yes, if your phone is biometric-enabled (including Face ID), once you've registered, you may choose to enable Touch ID or Face ID to login to the UBL Digital App. You always have the option to switch back to logging in via your password.

How can I reset or recover my password?

• The login screen of the UBL Digital App includes a 'Forgot Password' button that you can opt for in case you've forgotten your password
• From there, you'll be asked to provide us with
  • your CNIC number
  • Debit/ATM card number
  • ATM pin
  • Date of birth or registered email
  • Registered mobile number
  • Last 4 digits of your account number
• Agree to Terms and Conditions
• Enter the 6-digit OTP (One Time Password)
• Reset your password

How can I recover my user ID?

Your user ID can be recovered by following the re-signup process.

To re-signup, follow the steps below:

• Login to https://www.ubldigital.com/UBLDigital/UBLNetbanking
• Click on the 'Sign Up' link

Customers with Debit Card will be asked to provide the following details:

• UBL Debit Card number
• Email Address
• UBL Debit Card PIN
• Verification code

Customers without Debit Card will be asked to provide the following details:

• Registered Email Address
• Mothers Middle Name / Keyword
• Branch Name
• Account Number
• Verification code

Upon providing the above information, an activation link will be sent on customer's registered email address. Upon clicking on the activation link received via email, the customer will be directed to a page where they can view their existing user ID

How can I block and unblock my digital banking account?

You can call contact Customer Care at (021)-111-825-888 and request to block/unblock your account. The request will be processed after due verification.

Where can I see the app's terms and conditions of the App?

UBL Digital App's Terms and Conditions can be viewed through the sidebar menu which is available after the customer has login.

Can I update my contact information via the app (i.e. phone number, address, email address)?

Currently this service is not available via the app however, you can call our 24/7 Customer Care at (021)-111-825-888 to update your information or you can also visit any UBL branch.

I have enrolled in UBL Netbanking and I have downloaded the app on my device. Do I have to register my phone or do anything else before I can log in?

If you have already enrolled on UBL Netbanking you can login to Digital App via the same login credentials.

What Operating Systems does the UBL Digital App work on?

We provide support for both Android and IOS devices.

Does the UBL Digital App work on Windows® OS?

No, the UBL Digital app does not currently support mobile phones that run on Windows® OS.

If I open an additional account after I have downloaded the digital app, will it be automatically added/ linked to the app?

If you open an additional UBL account, you will have to call UBL Customer Care at (021)-111-825-888 and request them to link that account with the existing account.

Can I make funds transfers within and outside UBL using the digital app?

Yes, transferring funds, within and outside UBL, can be done through the UBL Digital App.

Can I set up recurring transfers in the mobile app?

Currently, this functionality is not available in the UBL Digital App. However, to set up recurring bill payments and transfers, you can login to your Netbanking profile.

Can I request ATM/Debit Card through the App?

Yes, you can request a new Primary or Secondary ATM Card through the Card Management section by following the below mentioned steps:

• Click on 'Request New Card'
• Select card type (Primary/Supplementary) from the provided list
• Fill all required information as per the card type you picked
• Once you submit, your request for a new card will be generated at our end

What payments can be made through Digital app?

The following options are currently available through the UBL Digital App -

• Pay to anyone – this option will allow you to pay by adding beneficiaries that either have accounts in UBL or any of our listed banks.
• Transfer within my accounts – you can move money between your UBL accounts
• Transfer funds to CNIC – you can send money to any person with a valid CNIC number
• Bill Management – you can pay your due utility bills to all of our listed billing companies.
• Prepaid Services – you can buy prepaid vouchers and request for top-up from all listed telecommunication companies.
• Online Shopping – you can shop online from our listed merchants.
• Donation and Zakat – you can donate or send zakat to our listed welfare organizations.
• Franchise Payments – this option is visible to franchisees only.
• School Fee – you can pay your child's school fees to all our listed schools
• Business payment – you can make business payments to
  • FBR
  • PRA (Punjab Revenue Authority)

What options are available through 'Pay to Anyone'

You can pay or transfer funds to any one through the following options in the app -

• Add Through IBAN
• Add UBL Branch Account
• Add UBL Omni Account
• Add Other Bank Account (1-Link member bank)
• Transfer Funds to CNIC

How can I add an IBAN in my payee list to transfer funds?

• Login in the App
• Select menu
• Select Payee Management
• Select New Payee
• Enter 24 digit IBAN number
• Click Next
• After inputting the IBAN, you will be navigated on confirmation page where system will display account information and display Bank name, account title, account Nick.
• You will be asked to validate
• Enter payee email address (Optional)
• Generate One Time Password (OTP)
• Enter 6-digit numeric code in OTP field and press confirm
• That account will be added in your payee list to process funds transfer

How can I add any UBL account in my payee list to transfer funds?

Follow these steps to add a UBL account holder as a payee –

• Login in to the UBL Digital App
• Select the sidebar menu
• Select 'Payee Management'
• Select 'New Payee'
• Select 'UBL Branch Account'
• Select branch name from provided list
• Enter 8 to 12-digit account number and tap on 'Next'
• From there, our systems will automatically fetch the payee's account information and display
  • Bank Name
  • Account Title
  • Account Nick
• You can also add the payee's email address, though that is optional.
• Next, you'll be asked to enter a 6-digit OTP (One Time Password) sent to your registered mobile number
• After this, your new payee has been added successfully and will appear in your Payee List

How can I add any UBL Omni Account in my payee list to transfer funds?

• Login in to the UBL Digital App
• Select the sidebar menu
• Select 'Payee Management'
• Select 'New Payee'
• Select 'UBL Omni Account'
• Enter the 11-digit Omni Account Number (customer's cell number is their account number) and tap on 'Next'
• From there, our systems will automatically fetch the payee's account information and display
  • Bank Name
  • Account Title
  • Account Nick
• You can also add the payee's email address, though that is optional.
• Next, you'll be asked to enter a 6-digit OTP (One Time Password) sent to your registered mobile number
• After this, your new payee has been added successfully and will appear in your Payee List

How can I add any Other Bank Account (IBFT) in my payee list to transfer funds?

• Login in to the UBL Digital App
• Select the sidebar menu
• Select 'Payee Management'
• Select 'New Payee'
• Select 'Other Bank Account (IBFT)'
• Select Bank from the provided list
• Enter Account Number in the required format and tap on 'Next'
• From there, our systems will automatically fetch the payee's account information and display
  • Bank Name
  • Account Title
  • Account Nick
• You can also add the payee's email address, though that is optional.
• Next, you'll be asked to enter a 6-digit OTP (One Time Password) sent to your registered mobile number
• After this, your new payee has been added successfully and will appear in your Payee List

How can I transfer funds on CNIC?

You can make your payment to a CNIC number by entering the following details of the beneficiary. By doing so, beneficiary will automatically be added to your Payee list for future transfers.

• Beneficiary's name
• 13 digit CNIC number of the
• Re-enter 13 digit CNIC number to confirm
• Input receiver's eleven-digit mobile number
• Input receiver's email address (optional)

How can I transfer funds to anyone from my payee list?

• Tap on 'Pay to Anyone' from Pay menu
• Select the payee from the payee list
• Select the account you want to pay from (if you only have one account, it will be auto-selected)
• If your payee has an account is a bank that is not UBL, select purpose of transaction from the provided options
• Enter Amount
• Enter Description (optional)
• Click on Pay button
• Receive confirmation of transaction

How can I transfer funds within my own account?

This option is only available for customers with multiple accounts.

• Tap on 'Transfer within my Accounts' from the Pay menu
• Select the account you want to pay from (if you only have one account, it will be auto-selected)
• Select Pay to Account from the provided list
• Enter Amount
• Enter Description (optional)
• Click on Pay
• Receive confirmation of transaction

Can I pay fee of any school through School Fee payment option?

Currently you can pay school fees of Beacon House and City School (nationwide).

How can I pay fee to the listed schools through Fee Payment option?

• Tap on 'Fee Payment' option from the Pay menu
• Choose school from listed options
• Enter the region code and the student ID
• From there, our systems will automatically fetch the student's name.
• A 6-digit OTP will be sent to your registered mobile number and as soon as you enter it, the student ID will be added successfully.
• Once added, Student ID will reflect on the fee payment screen along with Pay option.
• All added Student IDs will be listed on the Fee Payment screen. You can choose the current fee you want to pay by selecting 'Pay'
• Select the account you want to pay from (if you only have one account, it will be auto-selected)
• In case of multiple challans, select the relevant fee challan number
• Enter Comments (optional)
• Click on Pay
• Receive confirmation of transaction

What payment can be made through the Business Payment option?

Through this option, you can pay due tax to Federal Board of Revenue or other listed government payments by following these steps -

• Select the account you want to pay from (if you only have one account, it will be auto-selected)
• Enter the 6-20 Digits numeric PSID # in the given field.
• Your details (Name, Due Date & Amount*) will be automatically populated for validation
• Click on Pay
• Enter 6-digit numeric code in OTP field and press confirm
• Receive confirmation of transaction

Can I set up recurring bill payments in the mobile app?

Currently, this functionality is not yet available in the UBL Digital App. However, to set up recurring bill payments and transfers, you can login to your Netbanking profile.

What type of bills can be paid through Digital App?

You can pay the following bills through the UBL Digital App –

• Utility Bills
• UBL Bills
• Mobile Bills/Top-up
• Internet Service Provider (ISP) Bill

Do I have to add bills to process payment?

Yes, by following the below mentioned steps:

• Click on 'Add Bill'
• Select company from the provided list
• Enter Account ID/Consumer number
• Give an alias/nick to the bill
• Click on add button
• Next, you'll be asked to enter a 6-digit OTP (One Time Password) sent to your registered mobile number
• After this, your new bill has been added successfully and will appear in your Bills List

How can I send and receive money via QR?

Send Money

• Tap on 'QR Code' from the Pay menu
• If you select Send Money, you will be able to scan the required QR code through your phone's camera
• Once scanned, our systems will automatically fetch the Payees's account title.
• Select the account you want to pay from (if you only have one account, it will be auto-selected)
• Enter the amount
• Enter your 6-digit QR PIN
• Enter a description if you wish (this is optional)
• Receive confirmation of transaction

Receive Money

• Select "Receive Money" option
• Select the account you want to receive money in (if you only have one account, it will be auto-selected)
• A QR Code will be generated which can then be sent to the sender to scan and send money

How can I upload balance on UBL WIZ through Digital App?

To upload balance on UBL WIZ, you have to first add the card as per the process below:

• Tap on 'Prepaid Services' from the Pay menu
• Select 'Add Wiz Top'
• Enter the 16-digit card number and a nickname for the card
• Click on Add button
• Wiz Top-up added successfully

• Click on Pay button present in front of the added Wiz Top-up
• Select the account you want to pay from (if you only have one account, it will be auto-selected)
• Enter Amount
• Enter Comments
• Click Pay
• Receive confirmation of transaction

Where can I find detail of my transactions, I have processed through digital banking?

Processed transactions can be found by selecting 'eTransaction History' through the sidebar menu. Here you can see the status of your transactions (whether completed or rejected). Every transaction has a unique Transaction ID and by clicking on it, you can view the transaction receipt with complete transaction details.

• You can choose transactions within whatever time period you want by using our date filters
• You can view transaction details by tapping on any transaction.
• You can screenshot any transaction's e-receipt.

What options are available in the Setting menu and how that works?

The 'Settings' menu can be accessed from the sidebar menu and has the following submenus -

• Change Daily Transaction Limit
• Change Daily QR Limit
• Change QR PIN
• Set Instant QR
• Set default QR Account
• Touch ID

• Enter daily amount limit
• Enter a valid UBL ATM card number
• Enter ATM PIN
• Click 'Submit'
• Limit changed successfully

• Enter a valid UBL ATM card number
• Enter ATM PIN
• Reset Limit
• Click 'Submit'
• Limit changed successfully

• Enter 6 Digit PIN
• Re-enter 6 Digit PIN
• Enter OTP sent to your registered mobile number
• New QR PIN Created successfully

How can I submit my Feedback if I wish to?

You can visit our 'Feedback' section available through the sidebar menu

From there you can -

• Type your feedback in the message field
• Click on submit button
• This Feedback message will be sent to customer.services@ubl.com.pk

Where can I find details of UBL discounts and offers?

You can access all our deals and discounts through the "Aas Pass" option on our app footer. This section provides a list of discounts and deals offered on UBL cards, you can view them in the following manners -

Max Discount

Nearby Places

Aas Paas

New Offers

What is my Transactional limit and how can I change it?

Transactional limit refers to the total amount that you may transact for any combination of services performed via Digital Banking (Digital App/Netbanking) in a day, excluding transfer of funds to your own UBL accounts. The default daily transaction limit provided to UBL Digital App customers is PKR 1,000,000 (maximum) and customers can change their daily transactional limit within the maximum amount.

What transactions are subject to the Daily Transaction Limit? What is the maximum limit I can apply for each type of transaction?

Below is the list of transactions and the respective maximum Daily Transaction Limits which you can apply for.

Will I be charged any fee for using UBL Digital?

The download and use of the UBL Digital App is free from any subscription fees, you can download and log in to the app as many times as you wish without any cost.

How and where will I contact to log complaint, in case of any issue pertaining to the functionality or the features of the App?

To log any complaint, you can contact our Customer Care through any of the following channels.

• Inbound calls - (021)-111-825-888
• Email - customer.services@ubl.com.pk
• Website
• Social Media (Facebook, Twitter, & LinkedIn)
• Through Courier/Fax
• Walk-in
• Letter via courier

Who can apply for WIZ Virtual Card?

UBL WIZ Virtual Prepaid Card can be issued to existing UBL Customers holding individual and active CASA (current/savings) accounts.

I am a joint account holder can I order a WIZ Virtual Card?

WIZ virtual card can be issued against joint account only, if the operating instruction is 'Either or Survivor' only.

I don't have an email address registered in my account, can I order a WIZ Virtual through Digital App?

No. However, you can call UBL Customer Care on (021)-111-825-888 (from your UBL registered number) to update your email address or visit your parent branch.

Where can I use my WIZ Virtual Card?

WIZ virtual Card can be used for transactions at any online merchant (purchases on the Internet) accepting Master Cards.

How will I receive Card Expiry Date and CVV code?

CVV & Expiry date is communicated via a combination of Email & SMS respectively.

Will I be charged a fee for ordering a card?

Card issuance fee is PKR 300+FED.

What should I do if my WIZ virtual Card details being compromised/Lost?

In the event of card details are compromised or lost, please report it immediately to UBL Customer Care on (021)-111-825-888. After you have informed us, you will instantly be secured against any unauthorized transactions.

What are my card limits?

I am an UBL Digital App customer; how can I generate QR to refer UBL Digital to my friends?

• To refer a friend, click on "QR Sign up" option provided on the log in screen of the app.
• You can also sign in and from the sidebar menu, select the option of "Invite Friend / Family via QR".
• A screen with personalized QR code will appear.
• Ask your friend to scan the QR to sign-up

Can I save and use the same QR to refer other friends?

Yes, this QR can be saved and multiple times.

How can I sign-up for UBL Digital App, using QR?

• Download the App from Google Play Store/ Apple App Store.
• Selects "Sign-up for Mobile Banking"
• Sign-up screen will appear with an additional option "Scan QR Code to Sign-up"
• Select this option.
• The screen will open the camera in order for you to scan the QR code (displayed on your friend's Digital App or Mobile)
• Once the QR Code is scanned, you'll be navigated to another screen asking for the following details -
  • CNIC Number
  • Mobile Number
• Enter the required fields & press 'Next' button.
  • In case the provided Mobile Number doesn't match in the data base, you will be given another chance to enter the information
• Otherwise, a Sign-up code will be instantly sent via SMS in to your registered mobile number and the system will navigate you to the next screen.
• The next screen will contain a blank alphanumeric field to mention the Instant Sign-up Code
• Enter the Sign-up Code in the respective field and press 'Next' button
• Once Sign-up Code is verified, you can create the User ID and password

Will I be able to make all the transactions through digital app, after creating login ID and Password?

Yes, after creation of Login ID you will be able to login to the App and will be granted a default transaction limit of PKR 1000,000 which can be used to perform all kinds of transactions.
However, if your signup date is after 27th November 2018 and you have not provided Digital Channels Consent (DCC) verification you will not be able to perform IBFT and Mobile Top-up Transactions.

What is Digital Channels Consent (DCC) and how can I provide?

In line with State Bank of Pakistan's regulation all customers who sign up for digital channels after 27th November 2018 are required to provide Digital Channels Consent (DCC) by Bio-metric verification any UBL branch.

I have an Omni account at UBL can I sign-up for digital app using QR?

Yes, this Sign-up procedure is valid for all Deposit Accounts, Omni Accounts, & Credit Cards