TOPPAY FAQ – Customer Care Guidelines

• Customer NID card must be the original copy (customer age 19 to 62).
• Guarantor NID photocopy or scanned copy is allowed (guarantor age 21 to 62). Guarantor must be a first-blood relative and must answer verification calls.
• Eligible guarantors: parent, brother, sister, spouse, or children.
• Provide a colleague’s name & number, or another family member’s name & number.
• Customer & guarantor NID cards are mandatory.
• Last 3-month bKash / bank / MFS statement.
• Customer work information.

Currently, payments are accepted only via bKash. Nagad, card, or other payment methods are not accepted at this time.

Your installment may include these charges, explained step by step: EMI Amount, Service Fee, Security Fee, and Processing Fee. Ask your partner store for a full breakdown before you sign.

Open the TopPay Client App on your due date and complete payment as shown. After successful payment, your repayment status will update automatically. If you need help, contact TOPPAY customer care.

The TopPay Client App is provided through authorized TOPPAY partner stores. After your installment is approved, your store will send an official QR code via WhatsApp. Scan it with your Android phone to download and install. If you did not receive a code, contact your store or TOPPAY customer care.

Some Android devices may show a Play Protect notice for apps distributed outside the public Play Store. Do not change your phone security settings on your own. Return to the partner store where you purchased the phone, or contact TOPPAY customer care at +8809677688688 for guided installation.

Pay using the Payment option to TOPPAY’s official bKash merchant number. After payment, send the transaction screenshot to our official WhatsApp number. Once verified, your repayment will be updated and any device restriction will be lifted.

First confirm you have an active internet connection (mobile data or Wi‑Fi). Open the TopPay Client App and tap Refresh Phone Status. In most cases the phone unlocks automatically after refresh. If it remains locked, contact customer care with your payment details.

App payment: Usually updates automatically after successful payment in the TopPay Client App.
Manual payment during office hours: Approximately 1 hour after verification.
Manual payment after office hours: Up to approximately 12 hours.

After final loan approval, the application cannot be cancelled. Approval is issued only after document verification and telephone consent with our review team. Before final approval, you may withdraw your application at the partner store.

No. Installment tenure (months) cannot be changed after loan approval. Please confirm your preferred term with the partner store before you sign.

File a General Diary (GD) at the nearest police station with your IMEI number. To keep your loan account active, continue paying installments on schedule. Contact TOPPAY customer care for further assistance.

Devices under an active TOPPAY installment plan must not be sold or transferred until all payments are complete. If you bought a used phone that is locked, contact TOPPAY customer care with the device IMEI—we can only assist the registered account holder.

Contact TOPPAY customer care with your IMEI number and NID details. After we verify your identity, we will assist the registered account holder only.

Visit the partner store where you applied, or contact TOPPAY customer care. Our team will help you update or re-submit the application with the correct mobile number.

Contact the partner store where you purchased the phone, or call TOPPAY customer care with your loan reference. We will coordinate with the update team to correct the record.

Contact TOPPAY customer care to change your registered mobile number. IMEI changes are restricted—contact customer care with your loan details if there is a device issue.

TOPPAY Services Limited
Level-09, Lotus Kamal Tower-2, Plot 59/61, Road 23, Gulshan-1, Dhaka
Email: info@toppaybd.com · Tel: +8809677688688
For payment, app, and installment support, please use official customer care channels.