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BF FAQ Getting Started

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Question

Answer

Adding Money

Can I add Cash?

If you would  like to pay into your BoB Finance - Click2Pay account, you can deposit cash at any of 700+ Agent locations across Lebanon.

 

Can I add from Card or bank transfer?

We regret to accept bank deposits or card deposits into your BoB Finance - Click2Pay account. Please add money via another method.

Verifying Identity

Why do I need to verify my identity?

You need to verify your identity in order to use your BoB Finance - Click2Pay account. This policy is in line with a banking regulation commonly known as 'Know Your Customer’ (KYC) or 'Customer Due Diligence' (CDD) and is the process of a business verifying the identity of its clients. It is simply an anti-corruption and fraud measure.

 

What countries are supported?

We are currently only supporting legal residents in Lebanon.

 

What is the minimum age?

In order to open a BoB Finance - Click2Pay account you need to be at least 18 years old.

 

 

BF FAQ Payments, Transfers & Withdrawals

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Question

Answer

Deposits

Why has my deposit failed?

Some of the most common reasons that cause a deposit to fail are incorrect account details and the reference number you have been given was incorrectly typed into the app.

In addition, if your account was blocked. For this issue you need to contact customer care 1262 or +961 5 955262

 

My money hasn't arrived in my BoB Finance - Click2Pay account

Some of the most common reasons that cause a deposit to be delayed are incorrect account details or the process may be interrupted due to a temporary network issue.

 

Balance hasn't been updated following a cash deposit

In case your account balance does not reflect the deposit you have made, please contact customer care.

Cash Withdrawals

Why was my cash withdrawal declined?

Some of the most common reasons for this can be that you have insufficient funds, exceeded your set spending limit, or your account has been blocked (see our Terms & Conditions).

If your withdrawal was declined, but your BoB Finance - Click2Pay account was debited for the transaction, please contact customer care.
If the transaction is pending, this means your request has been processed, but you have not received the cash in hand.

 

Am I charged for cash withdrawal?

Withdrawing cash with BoB Finance - Click2Pay is charged (see our Pricing Plan).

 

I don't recognize a cash withdrawal

If you do not recognize the Cash withdrawal, please contact customer care immediately so we can help with the issue.

Transfers

Recipient has not received the money

The most common reason that can cause a deposit not to be received are the incorrect contact details. Check with the beneficiary the mobile number you have sent the transfer to.

 

I want to cancel a transfer

Go to the accounts screen and click on the transaction you wish to cancel. You will be taken to the transaction's summary page where you click on the cancel button.

 

Why is my beneficiary not allowed?

The beneficiary is outside of Lebanon or 3rd party account has been blocked (see our Terms & Conditions).

 

Why has my transfer failed?

Some of the most common reasons for this can be that you have insufficient funds, exceeded your set spending limit, or either your or 3rd party account has been blocked (see our Terms & Conditions).

 

Why is my transfer still pending?

Transfers are usually processed within seconds but in some cases they can remain pending for up to 90 days while they are being processed. In the case of transferring money between two accounts, the receiver must accept the transfer. In the case of 3rd parties, the receiver needs to withdraw the money from one of our agents.

 

Am I charged a fee for my transfer?

Transferring money with BoB Finance - Click2Pay is charged (see our Pricing Plan).

 

I don't recognize a money Transfer

If you do not recognize the money Transfer, please contact customer care 1262 or +961 5 955262 immediately so we can help with the issue.

 

How do a third party receive money?

1.    Visit a nearby Partner BoB Finance agent location*.

2.    If you are transferring money with BoB Finance SAL for the first time, give your original ID to the BoB Finance SAL agent in addition to all other details such as but not limited to your mobile number and residential address to register as a BoB Finance SAL Customer and obtain our BoB Finance SAL ID".

3.    If you are already a registered BoB Finance customer (holder of a BoB Finance VIP card), give your Unique ID number.

4.    Give the BoB Finance SAL agent the reference number given to you by the sender.

5.    Give the BoB Finance SAL agent the amount you are expecting in addition to the sender’s full name and country of origin.

6.    Ask the agent to give you the corresponding transferred amount and currency as showing on the money transfer system.

a.    BoB Finance - Click2Pay transfers can be received in Lebanese Pounds (LBP) and United States Dollars (USD), as stipulated in Intermediate Circular Number 551 issued by the Central Bank of Lebanon on 16/4/2020.

7.    If the amount given by the BoB Finance SAL agent meets your expectations, ask the agent to complete the transaction.

8.    Collect the transfer amount in CASH only.

9.    Count the money in full BEFORE leaving the agent location.

10. Sign the agent copy of the printed transfer receipt including the amount and currency you collected and take your copy of the receipt signed and stamped by the agent.

  1. Keep the receipt for a period of at least five years following your transfer date.

* To know where agents are located, visit the “PoPs" section located within the App.

 

What to do if the sender or recipient of a transaction are victim of fraud?

If you have lost money to a scam, use the contact details below to contact BoB Finance SAL and report your fraud:

1.    Call us on 1262 or +961 5 955 262

2.    Send an email to compliance@bobfin.com

3.    Go the contact us page on this website and send us your message by selecting “Report a Fraud” as a request.

Bill Payments

Why was my Bill Payment declined?

Some of the most common reasons for this can be that you have insufficient funds, exceeded your set spending limit, or there is a problem with your account with the provider.

 

Am I charged for Bill payment?

Bill payments with BoB Finance - Click2Pay is charged (see our Pricing Plan).

 

I don't recognize a Bill payment

If you do not recognize the Bill payment, please contact customer care 1262 or +961 5 955262 immediately so we can help with the issue.

Recharge

Can I directly recharge my mobile number?

Yes. To recharge your mobile number, go to the Payment section and click on Recharge.

 

Can I get a voucher to recharge my mobile number?

Yes. To recharge a mobile number using a voucher, go to the Payment section and click on Recharge.

 

How do I recharge my Alfa mobile number after having purchased a voucher?

Dial *14*xxxxxxxxxxxxxx (14digit code)#

 

How do I recharge my Touch mobile number after having purchased a voucher?

Dial *200*xxxxxxxxxxxxxx (14digit code)#

 

Why was my Recharge​ declined?

Some of the most common reasons for this can be that you have insufficient funds, exceeded your set spending limit, or there is a problem with your account with the provider.

 

Am I charged for Recharge​?

Recharge with BoB Finance SAL is charged (see our Pricing Plan).

 

I don't recognize a Recharge​

If you do not recognize the Recharge, please contact customer care 1262 or +961 5 955 262 immediately so we can help with the issue.

 

 

BF FAQ Terms of Use

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INTRODUCTION 

These terms of use are entered into by and between you and BoB Finance SAL ("Company", "we" or "us"). The following terms and conditions, together with any terms by reference (collectively, these "Terms of Use"), govern your access to and use,.bj. j of the ‘online digital channels’ (referring to our mobile application and website www.bob-finance.com), including any content, and services offered on or through our online digital channels, regardless of your means of access.

Please read the Terms of Use carefully before you start to use the online digital channels. Click2Pay App services offered on/ or through the online digital channels are available to users who are at least 18 years of age. By using Click2Pay App, you represent and warrant that you are of legal age to form a binding contract with BoB Finance – Click2Pay. If you do not meet all of these requirements, you must not access or use the online digital channels.

You may use the online digital channels only for lawful purposes and in accordance with these Terms of Use.

By using the online digital channels, you accept and agree to abide by these Terms of Use and our Privacy Policy terms which are incorporated herein by reference.

If you do not want to agree to these Terms of Use or the Privacy Policy you must not use the online digital channels.

ACCESS TO THE ONLINE DIGITAL CHANNELS

We reserve our right to amend Click2Pay Mobile Application, and any service or material we provide on or through the online digital channels, at our sole discretion without any prior notice. We will not be liable if for any reason all or any part of the Click2Pay Mobile Application and/or services are unavailable for a certain period. We may restrict access to some parts or services available through Click2Pay Mobile Application, or to the entire online digital channels, to users, notably for legal and compliance reasons.

To access the online digital channels and services offered on or through the online digital channels, you may be asked to provide certain details or other information. It is a condition of your use of the online digital channels that all the information you provide on the Click2Pay Mobile Application are correct, current and complete.

Functionality of Click2Pay Mobile Application depending on your means of access to and use of the online digital channels may vary based upon said means of access or use.

CHANGES TO THIS AGREEMENT

All changes are effective immediately when uploaded, and apply to all access to and use of the online digital channels thereafter. Therefore, your continued use of the Click2Pay Mobile Application after the revised Terms of Use means that you accept the changes.

This agreement and its terms will always be available through our online digital channels. We reserve the right to make changes to any of the terms and conditions mentioned in this agreement at any time, including our fees and charges or other costs, due to the following reasons, but not restricted to:

  • Adaptations to the law, regulation, industry codes or the BDL (Banque Du Liban) court or the regulator’s decisions
  • Necessary for our legitimate interests, for running our business, provision of administration, IT and other services, network security, to prevent fraud and in the context of providing your accountant service costs
  • Adaptations to the financial services framework

In case you do not agree with the changes, you can inform us through our usual channels of communication and we will close your account. You will be able to retrieve any money left in your account in cash from one of our BoB Finance's agents.

INTELLECTUAL PROPERTY RIGHTS

Click2Pay Mobile Application and its entire contents, features and functionality are owned by the respective Companies, its licensors or other providers of such material and are protected by Lebanese and international copyright, trademark, patent and other intellectual property or proprietary rights laws.

These Terms of Use permit you to use the online digital channels for your personal use only.

TRADEMARKS

BoB Finance – Click2Pay logo, Globe design and related trademarks, trade names, service marks are registered in Lebanon and other countries, and may not be used without the Companies prior written consent. Other trademarks, service marks, trade names, mentioned on the online digital channels may be owned by third parties and are used solely for identification purposes.

CONTENT

The information presented on or through the online digital channels is made available solely for general information purposes. We do not warrant the accuracy, completeness or usefulness of this information. Any reliance you place on such information is strictly at your own risk. We disclaim all liability and responsibility arising from any reliance placed on such materials by you or any other visitor to the online digital channels, or by anyone who may be informed of any of its contents.

SERVICES AND OTHER TERMS AND CONDITIONS

All transactions through the online digital channels or other transactions for services formed through the online digital channels are governed by the Terms and Conditions applicable to your specific transaction, which may vary depending on the service provider and type of services.

WALLET ACCOUNT GENERAL TERMS OF SERVICE

The Wallet Account is an account in which you can store money. In order for us to issue you with such an account, you need to download BoB Finance – Click2Pay's Mobile App and follow the registration process in full from there.

The money you store in this account does not accrue any interests and is governed by Bank of Beirut SAL and the Central Bank of Lebanon.

These terms apply from the day that we confirm to you via the Mobile App that your Wallet Account has been approved and shall continue to be in force until the account is closed, as per the terms in this agreement.

USE OF THE WALLET ACCOUNT

Your Wallet Account is available for use with LBP (Lebanese Pounds) and USD (US Dollars). In order to start using your account you will need to deposit money into it by depositing LBP or USD in cash at any of BoB Finance's agent available on the Lebanese territory or by receiving a P2P transfer from any Click2Pay user.

We reserve the right, at our reasonable discretion, to impose limits on the amount of money transactions you can execute, without limitation, in order to limit fraud risks. In such an event, you will be requested to provide us with additional information in order to lift the limits imposed.

You may perform with your Wallet Account the following, among other things:

  • Top Up/Re-Charge your account
  • Send and Receive money
  • Execute international money transfers
  • Execute bill payments
  • Withdraw cash money at a BoB Finance's Agent
  • Review and accept, or decline, transactions
  • Verify your personal identification with us
  • View your transactions history
  • View the balance of your Wallet Account in both currencies: USD and LBP

MAKING TRANSACTIONS WITH YOUR WALLET ACCOUNT

In order to make any transaction with your Wallet, there must be enough money in your Wallet. Transactions with a value of less than LBP 20,000 will not be executed by our systems and you will be notified accordingly.

You can find information on how to execute a transaction in your App in the relevant support sections or by contacting our Customer Care.

We may block your transactions for the following reasons:

  • Your registration and/or personal details are not properly updated
  • We might suspect criminal activity on your account
  • We are not legally permitted to execute the transaction
  • Your transaction exceeds available funds in your account
  • You have passed the limit of the number of transactions and/or the amount allowed within a specific period (these may change over time and are available in your App.)

For all of the above transaction conditions, you will be notified as soon as possible through our usual channels of communication and/or instantly through your App.

We provide information on all of your transactions and help you track them directly in your App. When executing a transaction, you acknowledge that balances and available funds reported through the Mobile App are only approximate real time balances rather than settled balances in your Wallet Account, because a real time balance may not take into account any pending debit or credit transactions. We provide you with the information on pending debit or credit transactions as soon as we have that information.

YOUR MONEY IS SAFE WITH US

LAWFUL BASIS  

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Comply with a legal obligation means processing your personal data where it is necessary for compliance with a legal obligation that we are subject to.

THIRD PARTIES  

INTERNAL THIRD PARTIES  

Other companies in BoB Finance SAL Group acting as joint controllers or processors and who are based in the Lebanese territory and provide IT and system administration services and undertake leadership reporting.

EXTERNAL THIRD PARTIES  

Service providers [acting as processors based who provide IT and system administration services.

Professional advisers, joint controllers, lawyers, bankers, auditors and insurers based in Lebanon who provide consultancy, banking, legal, insurance and accounting services., regulators and other authorities who require reporting of processing activities in certain circumstances.

YOUR LEGAL RIGHTS  

You have the right to:

Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:

If you want us to establish the data’s accuracy.

Where our use of the data is unlawful but you do not want us to erase it.

Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims.

You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain services to you. We will advise you if this is the case at the time you withdraw your consent.

VERIFICATION OF YOUR PERSONAL IDENTIFICATION

In order to register to the service for the Wallet account, you agree to provide us or any of our third-party service providers on our behalf, to identify or authenticate your identity. This includes, but not limited to, including providing additional information to confirm the ownership of your phone number or verifying your information against databases other sources.

AGE LIMITATION

You are only allowed to register and use the account if you are of legal age (18 years and above)

USE OF INFORMATION

By accepting these terms, you agree for us to use your information to originate and/or receive transactions on your account. If for any reason you no longer wish us to make use of this information, we will have to discontinue the service and close your account. Your personal data will be kept and used where we have lawful basis, such as any records needed to be kept for regulatory requirements (see our Privacy Policy).

FEES AND CHARGES

You can see here our fees for using the main services on your account. Additional costs may apply, such as charges in relation to your account and transactions, for which we do not have control and are not charged by us.

PROTECT YOUR ACCOUNT

It is very important that you keep your Mobile Phone and PIN and any password or user identification you create or are provided with safe at all times and under no circumstance disclose them to a third party. In the event that we suspect or discover any security issue that affects your account, we will contact you as soon as possible in the most secure way, using one of our usual channels of communication.

If you lose your Phone, or see transactions in the App that you have not executed, contact us through our usual channels of communication as soon as possible.

We will never request for your Mobile PIN or any other user identification related to your Preapaid Account. If you receive any SMS or email, questionnaires, surveys, or other links requesting you to provide such information, DO NOT provide the information and contact us as soon as possible.

We reserve the right to disable any user identification code or password, whether created by you or provided by us, at any time, if we have reason to believe you have failed to comply with any of the provisions of these terms.

If for any reason you discover or suspect that anyone has come to know any of the above, you must inform us as soon as possible through our usual channels of communication.

RESTRICTIONS ON THE USE OF THE WALLET ACCOUNT

You are not allowed to use your Wallet Account for any illegal purposes, including, but not limited to, fraud, money laundering or any other unlawful activities prohibited by law. We will report any suspicious activity and cooperate with any relevant law enforcement agency or regulator.

You may not create more than one Wallet Account.

You may not transfer or assign or sell any rights or obligations you have under these Terms or otherwise grant any third party a legal or equitable interest over your Wallet Account without BoB Finance’s written consent. The Company reserves the right to transfer or assign these Terms or any right or obligation under these Terms at any time.

OUR LIABILITY WITH RESPECT TO WALLET ACCOUNT TRANSACTIONS

You warrant that you are an individual acting solely on your own behalf and are acting for a purpose other than a trade, business or profession.

If you suspect that a transaction has been incorrectly executed or not authorized by you, you must inform us as soon as possible, or else you will lose the right to have it corrected.

You will be held liable for any loss caused by a transaction that was not authorized by you in case you have acted fraudulently, or have intentionally or with gross negligence, or otherwise failed to comply with your obligations set out in this agreement.

NOTE: is there a law or policy on refund under specific terms and conditions? Any other issues under your current license or other legal statutes?

CLOSING YOUR ACCOUNT

You may close your account at any point of time. If you wish to do so, please get in touch with us. You will be able to retrieve any money left in your account in cash from one of our BoB Finance's agents. Please note that, once closed, you will no longer be able to access your account!

We reserve the right to close your account, for which you will be notified accordingly with at least two months' notice. We may close your account or stop you from using your App immediately if we believe you've:

  • Broken the terms of this agreement
  • Put us in a position where we might break the law
  • Broken the law or attempted to break the law
  • Given us false information at any time
  • Been abusive to anyone at BoB Finance SAL or a member of our community

CUSTOMER CARE SUPPORT AND COMPLAINTS

We take all complaints about us and the services we provide seriously. If you have any complaint, make sure you contact us through our usual communication channels and we will do our best to arrange the problem.

NOTE: Any specific process that needs to be followed?

Any other body/authority they can deposit a complaint with that we should take into consideration?

LINKS

If the Mobile App and/or the Website contain links to other Websites and resources provided by third parties, these links are provided for your convenience only. We have no control over the contents of those Websites or resources, If you decide to access any of the third party Websites linked to our online digital channels, you do so entirely at your own risk and subject to the terms and conditions of use for such Websites.

DISCLAIMER

BoB Finance – Click2Pay WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGE CAUSED BY A DISTRIBUTED DENIAL-OF-SERVICE ATTACK, VIRUSES OR OTHER TECHNOLOGICALLY DISRUPTIVE OR HARMFUL MATERIAL THAT MAY INFECT YOUR COMPUTER EQUIPMENT, COMPUTER PROGRAMS, DATA OR OTHER PROPRIETARY MATERIAL DUE TO YOUR USE OF THE ONLINE DIGITAL CHANNELS OR ANY SERVICES OR ITEMS OBTAINED THROUGH THE MOBILE APPLICATION OR THE WEBSITE OR ON ANY WEBSITE LINKED TO THEM.

YOUR USE OF THE ONLINE DIGITAL CHANNELS, THEIR CONTENT AND ANY SERVICES OR ITEMS OBTAINED THROUGH THE MOBILE APPLICATION OR THE WEBSITE IS AT YOUR OWN RISK. THE ONLINE DIGITAL CHANNELS, THEIR CONTENT AND ANY SERVICES OR ITEMS OBTAINED THROUGH THE MOBILE APPLICATION OR THE WEBSITE ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT ANY WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. NEITHER BoB Finance – Click2Pay NOR ANY PERSON ASSOCIATED WITH BoB Finance – Click2Pay MAKES ANY WARRANTY OR REPRESENTATION WITH RESPECT TO THE COMPLETENESS, SECURITY, RELIABILITY, QUALITY, ACCURACY OR AVAILABILITY OF THE WEBSITE.

LIMITATION ON LIABILITY

IN NO EVENT WILL BoB Finance – Click2Pay, ITS AFFILIATES, AGENTS OR THEIR LICENSORS, SERVICE PROVIDERS, EMPLOYEES, AGENTS, OFFICERS OR DIRECTORS BE LIABLE FOR DAMAGES OF ANY KIND, UNDER ANY LEGAL THEORY, ARISING OUT OF OR IN CONNECTION WITH YOUR USE, OR INABILITY TO USE, THE ONLINE DIGITAL CHANNELS, ANY WEBWEBSITE LINKED TO THEM, ANY CONTENT ON THE ONLINE DIGITAL CHANNELS OR SUCH OTHER WEBWEBSITE OR ANY SERVICES OR ITEMS OBTAINED THROUGH THE ONLINE DIGITAL CHANNELS OR SUCH OTHER WEBWEBSITE, INCLUDING ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, INCLUDING BUT NOT LIMITED TO, LOSS OF REVENUE, LOSS OF PROFITS, LOSS OF BUSINESS OR ANTICIPATED SAVINGS, LOSS OF USE, LOSS OF GOODWILL, LOSS OF DATA, AND WHETHER CAUSED BY TORT (INCLUDING NEGLIGENCE), BREACH OF CONTRACT OR OTHERWISE, EVEN IF FORESEEABLE.

THE FOREGOING DOES NOT AFFECT ANY LIABILITY WHICH CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.

INDEMNIFICATION

You agree to defend, indemnify and hold harmless BoB Finance – Click2Pay, its affiliates, agents, licensors and service providers, and its and their respective officers, directors, employees, contractors, agents, licensors, suppliers, successors and assigns from and against any claims, liabilities, damages, judgments, awards, losses, costs, expenses or fees (including reasonable attorneys' fees) arising out of or relating to your violation of these Terms of Use.

WAIVER AND SEVERABILITY

No waiver by BoB Finance – Click2Pay of any term or condition set forth in these Terms of Use shall be deemed a further or continuing waiver of such term or condition or a waiver of any other term or condition, and any failure of BoB Finance – Click2Pay to assert a right or provision under these Terms of Use shall not constitute a waiver of such right or provision.

If any provision of these Terms of Use is held by a court or other tribunal of competent jurisdiction to be invalid, illegal or unenforceable for any reason, such provision shall be considered nul and void and the remaining provisions of the Terms of Use will continue in full force and effect.

APPLICABLE LAW AND DISPUTE RESOLUTION

The Lebanese law is applicable to the present Terms of Use.

All disputes arising in connection with the present Policy will be subject to the exclusive jurisdictions of Beirut.

©BoB Finance SAL, All Rights Reserved 

 

 For any inquiry please contact us on: 01906666 or click2pay@bobfin.com

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