My account is locked. What do I do?

For security purposes, your NayaPay account is locked automatically if there are five incorrect MPIN attempts. You can unlock your wallet through in-app biometric verification by following these steps:

  1. Tap on the My Wallet icon on the home screen.
  2. Click on Forget MPIN.
  3. Select ‘Biometric Verification through App.’
  4. The guidance screen will appear. As per NADRA’s requirements, please allow location access if disabled. Fingerprint scanning requires devices with a back camera of 5 MP or higher, and a flashlight.
  5. Following the instructions on the screen, place your fingers close together within the frame. The app will scan your fingers and take a picture.
  6. Tap “Next” so your fingerprints can be verified from NADRA's records.

All done! Your account will now be unlocked and you can set a new MPIN.


Please note that in-app biometric through app for account unlock incurs service charges of Rs 99. You can also unlock your account through biometric verification at any Meezan Bank ATM at no charge by following the steps below:

  1. Generate a One-Time PIN on the NayaPay app
  2. Visit a nearby Meezan Bank ATM with this One-Time PIN, your CNIC number, and your registered mobile number on hand.
  3. On the ATM, select Biometric Services.
  4. Select NayaPay from the list of options.
  5. Select Unlock Account.
  6. Enter the following:
    1. One-Time PIN 
    2. CNIC number
    3. Your mobile number registered with NayaPay
  7. Follow on-screen instructions to provide your biometric impression by placing the indicated finger on the sensor.
  8. A success message will be displayed and you will be prompted to set MPIN on your NayaPay app.
  9. Your account will be unlocked and ready to use.

Please call Customer Service at (021) 111-222-729 if you require further assistance.