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 by answering a security question, using the in-app biometric verification, or visiting a Meezan Bank ATM.

Security Question:

Please call Customer Service at (021) 111-222-729.
The agent will verify your identity and route your account to security questions.
Tap on the Account Locked banner on your Home screen.
Select 'Answer Security Question'. You must answer at least one security question correctly to unlock your account.
Tap on the Reset secret MPIN banner on your Home screen to proceed setting up your new MPIN.

All done! Your account will now be unlocked and ready to use.

In-app Biometric Verification:

Tap on the Account Locked banner on your Home screen.
Select ‘Biometric Verification through App.’
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.
Following the instructions on the screen, place your fingers close together within the frame. The app will scan your fingers and take a picture.
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.

Verification at Meezan Bank ATM:

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

All done! Your account will be unlocked and ready to use.