Most CityPay services are free of charge, such as loading funds from your bank account to your wallet. However, a nominal fee (e.g., Rs. 10 as per NRB directives) may apply when withdrawing funds from your wallet to your bank account. For detailed information, please visit our Transaction Limits and Charges page.

User status in CityPay indicates whether your account is verified or unverified. You can check your current status in your profile section.

If your CityPay account shows an "unverified" status, it means you have not yet completed your KYC (Know Your Customer) details or submitted the required verification documents (such as citizenship, license, passport, or voter’s ID card). Please update your profile and upload the necessary documents to verify your account.

A "verified" status means you have successfully completed your KYC process and submitted all required documents. As a verified user, you can access the full range of CityPay services, including bank transfers, remittance pickups, and higher transaction limits. If you are still unverified, please complete your KYC to unlock all features.

You can easily load money into your CityPay wallet using various methods such as Connect IPS, Mobile Banking, and E-banking. Simply log in to your CityPay app, select "Load Funds," and choose your preferred method to add money to your wallet.

For any emergencies or immediate assistance, please contact our system support team by emailing citywallet@citypay.com.np. You can also visit our website for additional contact details.

2FA (Two-Factor Authentication) adds an extra layer of security to your CityPay account by requiring not just your username and password, but also a second form of verification from your physical device. This makes it much harder for unauthorized users or hackers to access your account, ensuring enhanced security for both agents and customers.

We respect your privacy and are committed to protecting your personal data. If you wish to request the deletion of your personal data associated with CityPay, please follow these steps:

1. Send an email to citywallet@citypay.com.np with the subject line "Data Deletion Request."
2. Include your full name, the mobile number used to register with CityPay, and a brief description of your request.
3. For security purposes, we may need to verify your identity before processing your request.

Once we receive your request, we will confirm receipt, verify your identity, and process your request within 5 business days. You will be notified once your data has been deleted or if we are unable to delete certain data due to legal or regulatory requirements.