Frequently Asked Questions
- Getting Started
- Loading Money
- Auto Load
- Send/Request Money
- Transaction History
- Customer Service
- General Questions
1. Getting Started :
What is Citrus Wallet?
Citrus Wallet is your money manager. It allows you to tackle your money transferring and requesting needs with a single tap!! You can split bills with friends when you’re eating out and even gift money to dear ones who are far from home!Then there is the request feature, which everybody loves!Not only can you as friends for money, you can alsoremind friends that they owe you money.Without those supremely awkward conversations of course!
It also powers zero click checkouts at select merchants such as Meru. Power packed with features that boost your checkouts and make your online payment experience seamless; Citrus Wallet is your pass to hassle free online payments. By virtue of being an RBI approved prepaid instrument Citrus Wallet is as safe as a diamond vault.
Where do I spend the money on my Citrus Wallet account?
You can spend the money loaded onto your Citrus Wallet account for a variety of things. You can send money to or request money from friends and family. You can split bills with your friends when you dine out, collect money for movie tickets from your friends, remind friends that they owe you money and more! You can of course also use it to pay with select merchants online.
How do I put money in my account?
There are three ways of putting money into your account :
- Request your friends to send you money on Citrus Wallet!
- Get gift cash from Citrus for being a loyal customer.
- Load money yourself because no one else will.
- Setup Auto load using a credit card
How much money can I keep in my Citrus Wallet account?
The total amount loaded on to your Citrus Wallet Account cannot exceed Rs.20,000 in a month. Similarly your total Citrus Wallet Account balance cannot exceed Rs. 20,000 at any given point. This is a safety measure to safeguard your money since we follow all RBI guidelines.
How much money can I spend from my account, is there a limit to it?
Actually yes! Citrus Cash lets you send up to Rs.5000 per transaction but, there is no limit to the number of transactions you can do other than your monthly total.This is governed by RBI rules. There is no transaction amount limit when you spend on merchant partners.
What are my monthly limits?
You have a monthly incoming limit of Rs.20, 000. Your balance limit is also Rs. 20,000.
2. Loading Money :
How do I load money onto my Citrus Wallet account?
Simply tap the drawer on the top right corner of your screen. You will see the ‘Load Money’ option, select it. You will be prompted to enter the amount youwant to load. The amount should not be more than Rs.5,000. You can also load by logging into your account here
You can then select one of the following payment modes: NetBanking, Credit Card or Debit Card.For your convenience, we save your payment mode for easy loading in the future- making your payments effortless.
Is there a limit to the number of timesI can load money onto my Citrus Wallet account?
There is absolutely no limit on the number of times you load money onto your Citrus Wallet Account as long as you don’t cross the stated limits.
How many banks are available for loading money on Citrus Wallet?
We’re proud partners with all of India’s most established banks!! However, if your bank is missing (boo, them!)do get in touch with our Customer Care Team.
What payment modes can I use to load money?
At present the Citrus Wallet Account supports three payment modes :
- Net Banking
- Credit Cards
- Debit cards
*We support all VISA, MasterCard, Rupay and AMEX cards.
What happens if the transaction stalls and money gets deducted from my account while loading money?
This is an unlikely situation but, there is no need to worry. If the payment is complete we will attempt to load the money to your wallet again. In case a transaction fails in the middle of a load due to technical issues or your monthly limit gets exceeded, we send the amount back to the source account within 7 to 10 working days.
Excluding public and government holidays.
What is the maximum amount of money I can have in my Citrus Wallet account at any time?
Your account balance cannot exceed Rs. 20,000 at any time.
If you’ve loaded Rs. 20,000 in a month you will not be allowed to load any more money to your Citrus Wallet account in the same month. This is because we stringently follow all RBI regulations.
3. Citrus Wallet - Auto Load :
- Auto Load (Facility) through Standing Instructions for Credit Card Account(“Card”) is offered as an alternate means for loading your Citrus Account.
- Under this Facility, the debit to your Card will be for the full amount as confirmed by you, the Citrus Account Holder, at the time of activating this service. Minimum load amount is Rs 500.
- Citrus Pay is only a facilitator for the service and is not responsible or liable for any omissions or commissions with regard to the acceptance of the Facility.
- Checking the Auto Load Facility TnC box by the Citrus Account Holder will be sufficient proof to establish the authenticity of the Citrus Account Holder’s instruction to debit his/her Card with amount as confirmed at the time of activating the Facility.
- All such charges to the Card are subject to authorization by Card Issuing Bank and Citrus Pay.
- Issuing Bank and / or Citrus Pay reserve the right to revoke/stop the facility if the credit behaviour on the Card or Citrus Wallet Account is unsatisfactory or if it believes that continued use of this facility is not in the interest of the Bank / Citrus Pay.
- It would be the responsibility of the Citrus Wallet Account Holder to change or withdraw the Facility thus availed. Failure of the Citrus Wallet Account Holder to do the same and subsequent debits, if any, towards the load of Citrus Wallet Account will constitute valid transactions.
- Citrus Account Holder is required to reactivate Auto Load Facility on its Account case of any change in Card number due to replacement upgrade or downgrade, as the case maybe.
- Citrus Pay is neither responsible nor guarantees the quality of services and nor is it liable for any defect or deficiency in the said services so obtained/availed and shall also not be liable for any loss/damage/claim that may arise out of the use or non use of any such services availed by the Citrus Account Holder.
- Citrus Pay reserves the right to change/alter/modify/withdraw the offer, or the Terms and Conditions of this programme, at any time, without prior notice.
- Nothing expressed or implied in the offer shall any way waive or amend any of the Terms and Conditions of the existing Citrus Wallet TnC.
- All disputes arising out of this programme shall be subject to the exclusive jurisdiction of competent courts in Mumbai.
4. Withdrawals :
How do I withdraw money to a bank account?
This is a very simple process. Just tap the app drawer on the top right corner of your app screen and select the ‘Withdraw Money’ option. Now, enter the amount you wish to transfer to the account and hit send and it’s on the way to your bank account.
Are there any charges involved for withdrawal transactions?
There are absolutely no charges for withdrawal transactions on Citrus Wallet.
What is the maximum amount of money I can withdraw from my Citrus Wallet account at any time?
You can withdraw up to a maximum of Rs. 3,000 to your bank account per month.
If you withdraw more than Rs. 3,000 per month, the amount will not be sent to your bank account and will instead be re-routed to the source account for safety reasons.
*-You can withdraw up to a maximum of Rs 25,000 per month if you have received an instant refund into your account from any merchant partner of Citrus. Currently the following merchants have been enabled for instant refunds – Zoomcar. If you are doing a withdrawal after receiving money from these merchants – your withdrawal will be processed to your bank account.
What is a source account?
The source account is where you loaded the money from in the first place. It could be your debit card/credit card or your Net-Banking Account. Money is sent to you source account for safety reasons, to protect you from fraud.
Will my withdrawal to bank account be reversed if I enter the wrong account details?
If the account number or IFSC are found to be incorrect by the bank, we will reverse the amount into your Citrus Wallet Account. The bank rejects transactions only on the next day so this will take 2 business days from when you raised the original withdrawal request.
How long will it take to process a withdrawal?
The withdrawal to your bank account should happen within 2 business / working days.
The withdrawal to your source account will take between 7 to 10 working days to process.
Can my withdraw account be used by some other Citrus user as well for withdrawal purpose?
To prevent any misuse, we restrict each withdrawal account to be mapped to only 2 users. Your safety is our priority.
5. Send/Request money :
Who can I send money to?
Citrus Wallet helps you send money to anybody with a valid mobile number. You can also select a mobile number from your smartphone’s contact list. In simpler words: You can send money to anyone with a mobile number, i.e. almost anyone in today’s world.
How do I send money via Citrus Wallet?
It’s a simple two-step process :
Step 1:Simple tap on the ‘Send Money’ option displayed on the default screen of the app.
Step 2: Now select/enter the mobile number of the person you want to send the money to and then hit ‘Send’. Voila! You’re done!
*The receiver will be notified that he or she has received money via SMS. If the receiver is already using Citrus Wallet, then he/she will also get a notification on mobile.
What are the charges involved in sending?
Here’s the best part. Sending money via Citrus Wallet is absolutely free!We do not charge you anything at all.It might sound too good to be true but there truly is no catch here! Send money any time, any place, as many times as you want to without paying us a single paisa. Just do us all a favor and please ensure that you have sufficient balance when you’re sending money!
Is there a limit on the amount I can send?
As per RBI guidelines you cannot send more that Rs.5,000 in one transaction, however there is no limit to the number of transactions you can do.
What if the beneficiary has not registered with Citrus Wallet?
If the beneficiary hasn’t registered with Citrus Wallet, we will send them an SMS, notifying them that you have sent them money via Citrus Wallet. The alert will also include links for downloading the app, so the beneficiary can access the app easily if they aren’t already using Citrus Wallet.
What happens if I send the money to the wrong mobile number?
If you accidentally send money to an incorrect mobile number, then please contact our customer care team & the money will be sent back to your account. However if you send money to a correct but unknown person’s number, not much can be done about it.
How do I request for money?
Just tap the the ‘Request Money’ option on your home screen. Then simply go to your contact and select the contact of the person you want to request money from.
How many people can I request at a time?
There is no limit on requesting money. You can send a request for cash to unlimited people.
Is there any limit on the amount I can request?
You can request upto Rs. 5000 per request, though there is no limit on the number of requests you send.
6. Payments :
Your Citrus Wallet Account is soon going to be linked to several awesome apps! Like the Meru Cab App for example which means that, you can use the money on your Citrus Wallet account to pay for cab rides as well!
How Do I make payments?
Lookout for the Citrus Wallet sign which you will come across while browsing several merchant sites. Keep your account loaded to enjoy a seamless and pleasurable payment experience.
7. Transaction History :
Where can I see my transaction history?
You can view all your transaction history at any time by accessing the ‘Notifications’ option in the app header. We remember every transaction for your- so you don’t need to keep a track!
How many transactions can I view at a time? Does this include transactions made via the website as well?
All of them! You can view all transactions via the app. Since the app and the website serve the same purpose, all transactions made over the last six months can be viewed at any time. Awesome right?!
8. Security :
Is my credit/debit card, net banking information secure on Citrus Wallet?
Citrus Wallet uses Verisign certified 128-bit encryption technology and is PCI-DSS (Payment Card Industry Data Security Standard) certified to ensure the security of your credit/debit card, net banking information at all times. No matter what the transaction, no one can access the information but you. So… yes your information is probably more secure on Citrus Wallet than it is anywhere else!
What does PCI-DSS certified mean?
It means your information is safe with us. The Payment Card Industry Data Security Standard (PCI-DSS) is a trademarked information security standard for organizations that handle cardholder information for debit, credit, e-purse, ATM and POS cards. The standard was created to increase controls around cardholder data.
What does Verisign certified mean?
It means your information is kept secret. Verisign certified 128-bit encryption technology ensures that any information you enter when carrying out any transaction on Citrus Wallet is sent via a Secure Socket Layer (SSL) session and is encrypted to protect you against inadvertent disclosure to third parties.
What do Verified by Visa (VBV) and MasterCard Secure Code mean?
Verified by Visa or MasterCard Secure Code are safeguards offered by MasterCard and Visa, in union with your credit card issuing bank. They protect your card with a 3D secure password that can be created by you. It ensures that only you (the password holder) can use your card online. All you have to do is simply register your card and choose a 3D secure pin. It prevents unauthorized usage of your card online. The aforementioned pin is a prerequisite for making online purchases using your card.
9. Customer Services :
How do I contact the Customer Care Team?
You can contact Citrus Customer Care through the 'Contact Us' button on the top right-hand-side menu list from the home screen.
10. General Questions :
Why should I use Citrus Wallet?
This is the future- In this day and age all you should really need to send, receive or transfer money is an mobile number. Also Citrus Wallet is super-duper fast!
How many prepaid accounts can I have?
Each user can have only one prepaid account:It’s an RBI policy.
How will I know when someone has sent me money via Citrus Wallet?
We’ll make sure you know! We’ll send an e-mail to your registered e-mail id, informing you of the amount and the source. We will also send you a notification on your smart phone (on your registered number). Trust us when we say ‘We will find you and we will inform you when you receive money!” And of course, your account history always shows you all your incoming and outgoing funds.
How do I check the balance in my Citrus Wallet account?
Your current balance is always displayed on the home screen when the app is open on your smart phone.
How do I set a particular account as my default account?
Tap the app drawer on the top right corner of your app screen and go to ‘Accounts & Profiles’. Once there, simply select an account as your default account by tapping on it anywhere in the row.