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FAQs

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FAQs
About Konnect

A. Konnect is a branchless banking solution that enables customers to fulfil their banking and payment needs in a convenient and secure way. Customers can avail Konnect services by visiting their nearest Konnect Shop or by using their Konnect Account through Konnect Mobile App or SMS.

A. Konnect Account is a branchless banking account that is linked with your mobile number and can be operated through your mobile phone.

A. Your mobile number is your Konnect Account number.

Eligibility

A. Any person holding a valid CNIC and a PTA registered mobile number in his/her name can be a Konnect Accountholder.

How to open/use Konnect account

A. Cash In is defined as depositing cash into your Konnect Account. You can visit any Konnect Shop to deposit cash into your Konnect Account.

A. Cash Out is defined as cash withdrawal from your Konnect Account. You can visit any Konnect Shop in order to withdraw cash from your Konnect Account.

A. All credit transactions conducted through the Konnect Account impact the Cash In limits of your Account. You can view the transaction limits through Konnect Mobile App or by calling Konnect CustomerCare at 111-425-111.

A. All debit transactions conducted through the Konnect Account impact the Cash Out limits of your Account. You can view the transaction limits through Konnect Mobile App or by calling Konnect CustomerCare at 111-425-111.

A. The difference between the two accounts is the KYC requirement check done at the time of account opening. The daily/monthly/annual transaction and account balance limits vary for these accounts.

A. Depending on the account type, the following transaction limits are available for Konnect Accountholders:

Limits Level 0 account (PKR) Level 1 account (PKR)
Daily transaction 25,000 50,000
Monthly transaction 50,000 200,000
Annual transaction 200,000 No yearly
Account balance 200,000

​No max balance


​These limits are set on the cumulative mobile account transactions (via any available channel).

A. Yes. If you have a Level 0 account you can enhance your transaction and balance limits by upgrading your account to Level 1. You simply need to visit your nearest Konnect Shop or nearest HBL Biometric ATM for account upgrade.

A. Currently you can only open one Konnect Account per CNIC.

A. No. You are not allowed to transfer ownership of your Konnect Account. If you are no longer using it, you need to request closure of your Konnect Account.

A. There is no annual fee or charge for opening a Konnect Account. However, please note that transactions using the Konnect Account are subject to transaction charges in accordance with HBL’s Schedule of Bank Charges, which can be viewed on the link here https://www.hbl.com/personal/konnect

A. You can avail Konnect services by:

  • Visiting your nearest Konnect Shop
  • Using Konnect Mobile App

A. No minimum initial deposit is required to open a Konnect Account.

A. You can create your MPIN through SMS by sending an SMS to 8425 in the following format: BBPIN <4-digit numeric PIN> Example: BBPIN 1234 1234

A. You need to reset your MPIN. To reset MPIN, you can send an SMS to 8425 with the following message: BBPIN<4-digit numeric PIN> Example: BBPIN 1234 1234

A. You can visit your nearest Konnect Shop to make a funds transfer transaction by providing biometric verification and other requested information to the Konnect Agent.

A. Yes. An SMS notification will be sent on your registered mobile number for every transaction from 8425.

A. Transaction ID (TID) is a unique identification reference for your all financial transactions. It will be sent to you via SMS on your Konnect registered mobile number

A. You should call Konnect CustomerCare at 111-425-111 and request for SMS or TID against the transaction you had carried out.

A. If a funds transfer transaction is made to a CNIC (and not an account) and has not been collected yet, you can request for blocking the transaction by calling Konnect CustomerCare at 111-425-111 from your registered mobile number. You may also request for revoke of the funds transfer transaction.

General

A. In case your mobile phone gets stolen, your Konnect Account will not be compromised as:

  • No information is stored in your mobile phone
  • All transactions are secure since no transaction is completed without entering your TPIN

However, you should call Konnect CustomerCare at 111-425-111 to temporarily block your account. You can unblock your Konnect Account later by calling Konnect CustomerCare at 111-425-111.

Do not share your account credentials with anyone.

A. ​To initiate address change request, you can call Konnect CustomerCare at 111-425-111.

A. No. You cannot change your mobile number for your Konnect Account.

A. You can close your Konnect Account by calling Konnect CustomerCare at 111-425-111. ​

A. You can locate your nearest Konnect Agent by:

A. Revoke refers to cancelling the domestic remittance transaction. A transaction can be revoked only if it has not been received by the beneficiary. In case of a revoke, a sender can collect the amount after providing a valid OTP. This OTP will be sent to the sender on his/her registered mobile number upon successful request generation of transaction revoke. SMS alerts for revoked transaction are generated for both sender and receiver. ​

A. In such a scenario, visit your nearest Konnect Shop for further assistance. The agent will be required to call on Konnect CustomerCare and revoke the transaction.

Linking bank account Utility Bills

A. Yes. You can pay utility bills through any Konnect Shop offering bill payment services. Simply visit your nearest Konnect Shop with the bill and amount to be paid and you will be able to pay bills instantly. For every bill payment made, you will receive an SMS notification as proof of payment.

A. Please call Konnect CustomerCare at 111-425-111 to confirm bill payment status. ​

Pre-Paid

A. ​You can edit the payment details before the transaction is submitted and TPIN is authenticated. The transaction will not be cancelled once it is completed. You are requested to re-check the transaction before the request is processed.

A. ​The transaction is processed instantly. You will receive top-up immediately and SMS notification will be sent on your registered mobile number.

A. To link your HBL Branch Banking Account to your Konnect Account, simply call Konnect CustomerCare at 111-425-111 and provide your branch banking account number. Your Konnect Account will be tagged with your HBL Branch Banking Account after due verification and you will receive a confirmation via SMS notification from 8425. ​

A. You need to first de-link your existing HBL Branch Banking Account and thereafter initiate a new request for linking your Konnect Account with your branch banking account. ​

Konnect Home Remittance Account

A. The Home Remittance Account is a bank account tagged with your mobile number and can be operated through your phone. It is a special account with features and limits to facilitate customers who receive international remittances. ​

A. Visit nearest HBL Konnect Shop along with original CNIC and other details (as requested by the Konnect Shop) to open HRA account. ​

A.

  • Daily cash withdrawal limit: PKR 50,000
  • Monthly cash withdrawal limit: PKR 500,000
  • Maximum HRA Balance: PKR 1500,000
  • Debit from HRA limit: PKR 100,000

A. You can receive foreign remittance on your mobile wallet and perform financial transactions through the Konnect Mobile App or various Konnect Shop locations. Furthermore, beneficiary of the international remittance will be rewarded with a mobile top-up of Rs.2 against each US Dollar received. ​

A.

A. Your HRA Account Number is your mobile number provided while registering your Konnect Home Remittance Account. ​

A. No minimum initial deposit required to open a Konnect Home Remittance Account. ​

A. No, you cannot change the mobile number registered with Konnect Home Remittance Account. ​

A. ​Provide your Registered Konnect Account number to your sender/mobile number to receive international remittance in HRA account.

A. The incentive of mobile airtime is Rs. 2 against each US Dollar received through Konnect Home Remittance Account. ​

A. Sender may be charged for transactions below USD $200 in value depending on the Banking Partners exchange rates. ​

A. ​No fee is applicable on receiving funds through Konnect Home Remittance Account. However, sender may be charged for transactions under USD $200 in value depending on the Banking Partners exchange rates.

A. The current process is the straight through process. ​

A. There is no restriction on receiving home remittance on a daily basis. However, you can keep a maximum balance of PKR 1,500,000/ in your Konnect Home Remittance Account.

A. Currently you can withdraw your foreign remittance payment through any HBL Konnect Shop via biometric verification and ATM. Withdrawal charges are applicable. .

A. ​You can withdraw cash up to PKR 50,000 per day and up to PKR 500,000 in a month. Please refer to Home Remittance Account Limits.

A. You will receive a confirmation SMS from HBL once you receive the funds. ​

Services

A.

  • Utility bill payments
  • Mobile bill payments
  • Mobile & Internet top-ups
  • Funds transfer to CNIC, any bank account or mobile account
  • Zakat Donation and payments
  • International home remittances
  • Institutional payments
Security

A. ​Please call Konnect CustomerCare 021-111-425-111

A. Yes, Konnect Customer App provides safe and secure way to bank

  • Username and Password are never exposed even if your mobile phone is stolen or lost
  • All transactions are secure since no transaction proceeds without your T-PIN (Transaction PIN)

A. All sensitive information exchanged through Konnect App is encrypted. Encryption makes sure your information remains private (such as your T-PIN or transaction you perform) ​

A. Refrain from sharing your Konnect App login credentials, T-Pin or OTP with any unauthorized entity

  • Keep your password a secret and change it regularly
  • Avoid using public WIFI to access your Konnect Account
  • Report any suspicious activity on your Konnect Account immediately to Konnect CustomerCare 021-111-425-111
Konnect Debit Card

A. You can initiate request for the Konnect Debit Card by visiting any of the Konnect agent locations. To locate the nearest agent , click here

A. There is no documentation required. All you need is an active Konnect account with a minimum account balance equivalent to the annual fee of the card variant requested. ​

A. To activate your Konnect Debit Card, please follow the steps mentioned below:

Step 1: Generate your 5-digit activation code by sending the following SMS to 4250 using your Konnect registered mobile number

DC(last 4 digits of your Konnect Debit Card)

Example: DC2205

Step 2: Once the activation code is received, visit any HBL ATM along with your Konnect Debit Card, activation code and CNIC number.

Note:

1. This code is valid for 3 days only

2. In case your activation code expires, please call Konnect CustomerCare at 111-425-111

Step 3: Insert your Konnect Debit Card into any HBL ATM

Step 4: Select your preferred language

Step 5: Enter your 5-digit Konnect Debit Card activation code

Step 6: Enter your date of birth (DDMMYY)

Step 7: Enter your 13-digit CNIC number

Step 8: Select your 4-digit PIN Code

Step 9: Re-enter your PIN code

Step 10: Check for successful card activation message and memorize your PIN Code

A. ​​​Debit Card PIN is a 4-digit code that can be used for carrying out transactions at any ATM. You will be required to set up your Konnect Debit Card PIN at the time of card activation.​​

A. ​To change your ATM PIN, visit any HBL ATM, enter your current PIN, select “More Options” and go to “Change PIN”.

A. Contact Konnect Customer Care at 111-425-111

A. You can contact us on Konnect CustomerCare at 111-425-111 for further assistance.

A. The Debit card limits will be same as that of your mobile account, depending on your account type (Level 0 /Level 1).

LIMITS LEVEL 0 ACCOUNT (PKR) LEVEL 1 ACCOUNT (PKR)
DAILY 25,000 50,000
MONTHLY 50,000 200,000
ACCOUNT BALANCE LIMIT 200,000 No max balance​​


A. Yes, if you have a Level 0 account you can enhance your transaction and balance limits by upgrading your account to Level 1 Account. You simply need to visit your nearest Konnect Agent or HBL Biometric ATM for account upgrade. ​

A. Please refer to the Schedule of Charges for updated information on applicable charges. ​

A. You can use the Konnect Debit Card at any 1-link or M-net enabled ATM in Pakistan having scheme acceptance logo that matches the scheme logo on your Konnect Debit Card.​​​​ ​

A. ​Please refer to the Schedule of Charges for updated information on applicable charges.

A. Please refer to the Schedule of Charges for updated information on applicable charges.

A. In case your Konnect Debit Card gets lost, immediately contact us on Konnect CustomerCare at 111-425-111 to get your card blocked and request for issuance of a replacement card. ​

A. No, Konnect Debit Card can only be used locally.​

A. ​Please call Konnect CustomerCare at 111-425-111 for further assistance.

QR Payments

A. Konnect QR Payment is a scan to pay payment solution powered by the VISA payment scheme. Customers simply scan the QR code at any Visa enabled Konnect shop or merchant to make an instant payment. ​

A. ​No separate registration needs to be done for QR transactions. You simply need to login to the Konnect App with your username and password.

A. QR code is a quick, easy and hassle free way of making payments directly from your smartphone. It is a user-initiated transaction; you do not have to share your credentials with the Merchant to make payment.

  • QR Payments are accepted at vast network of Visa enabled Konnect Shops and Konnect Merchants. To locate a shop near you, click here

A. In a POS transaction, debit or credit card is required whereas in a QR transaction, the customer simply scans the QR code at the Merchant by using the Konnect App from their smartphone. Funds are debited from customer account and confirmation SMS is sent to the merchant and customer. ​

A. ​You can use the Konnect QR code at any Visa enabled Konnect Shop or merchant. For the complete list of Konnect shops, click here

A.

Step 1 Log on to your Konnect App

Step 2: Go to ‘Scan to Pay’ option

Step 3: Scan the QR code displayed at the Konnect Shop/merchant

Step 4: Enter the payment amount and select the Pay option

Step 5: A digital receipt will appear on the screen and you will also receive a successful transaction alert from 8425

A. ​No, a QR payment can only be made using a smart phone.

A. Yes, your bank needs to have VISA payment solution to make QR payments. ​

A. ​Check your transaction history and provide the transaction details to the Merchant and register a complaint with Konnect CustomerCare (021-111-425-111)

A. Yes, you can make payments where QR code is accepted. For the complete list of Konnect shops, visit https://www.hblbb.com/agent-locator

A. For refunds within the same date, refunds can be made at any merchant. It is a merchant initiated transaction; the refunds can be made at the merchant’s end by providing the transaction details. ​

In case refund option is not available at merchant site, please contact Konnect CustomerCare 111-425-111 and lodge complaint for transaction. ​

A. Your daily account limits will be applicable.​

Account Daily Transaction Limit
Level 0 Rs. 25,000
Level 1 Rs. 50,000


A. Yes, you will receive a success SMS from 8425 once the transaction is complete.