Support Guide
Verified: 2026-05-28100% complete

PIN / MPIN problems

Verified: 2026-05-28% complete
Customer's problem
The customer has forgotten their MPIN (the 4 or 6-digit Perccent app passcode) or it is being rejected.
Quick fix
On the login screen, tap Forgot PIN, verify with the OTP, and set a new PIN.
❓ First ask

"Are you entering your UPI PIN or bank PIN by mistake? This is only your Perccent app PIN." Many customers confuse the two.

Steps — what to do

  1. On the login screen, tap Forgot PIN.
  2. The customer will receive an OTP on their registered phone — ask them to enter it.
  3. Have them set a new PIN. (MPIN = the 4 or 6-digit Perccent app passcode.)
  4. Once the PIN is set, login will proceed.
  5. If they insist the PIN is correct but it keeps failing, check whether they are entering their UPI or bank PIN instead.
🗣️ Say this to the customer
On the login screen, please tap Forgot PIN. You will receive an OTP — enter it and then set a new PIN. Please remember this is only your Perccent app PIN, not your UPI PIN.
✅ Do
Have the customer tap Forgot PIN and set the new PIN themselves.
⛔ Don't
Never ask the customer for their OTP, PIN, card number, or bank login details.
🔴 Escalate when

The customer cannot reset the PIN — the reset option does not appear, or the OTP flow repeatedly fails. Hand off to L2; they will check the allowPinReset status on the user record and unlock if needed.

⚙️ Background (agent reference — do not read to customer)

The user's 4 or 6-digit MPIN is verified via api/v1/auth/verifybypin. If the PIN is forgotten or repeatedly rejected, the user can reset it through "Forgot PIN" which triggers an OTP flow and calls api/v1/auth/resetpin. If allowPinReset=false on the user's record, the account may be temporarily locked.