Loyalty Program FAQ
Q1: What is the BNB Loyalty Program?
The BNB Loyalty Program is a customer rewards initiative by Bhutan National Bank (BNB) that allows you to earn reward points for using banking services such as mPay, QR payments, ATM withdrawals, POS transactions, and more. Points can be redeemed for monetary benefits.
Q2: Who is eligible to join the Loyalty Program?
All BNB customers who register and use mPay are automatically eligible for the Loyalty Program.
Q3: Do I need to pay to join the program?
No, participation in the Loyalty Program is free. Simply register on mPay to start earning rewards.
Q4: Can I opt out of the Loyalty Program?
No, participation in the Loyalty Program is automatic upon downloading mPay.
Q5: Are there any fees for redeeming reward points?
No, redeeming reward points is completely free.
Q6: Can joint account holders participate in the Loyalty Program?
Yes, joint account holders are eligible to participate. However, reward points are credited to the account tied to the mPay registration.
Q7: Do I need to re-register for the program every year?
No, your enrolment in the Loyalty Program remains active as long as you are an active mPay user.
Q8: Can I use multiple referral codes for a single referee?
No, each referee can only use one referral code during registration. You can only earn the reward if the referee uses your unique referral code.
Q9: Can I earn reward points for transactions made at physical branches/over the counter?
No, only transactions made via mPay, QR, ATM, POS, Internet Banking, and other digital platforms qualify for earning reward points.
Q10: Will I lose my accumulated points if I change my registered mobile number?
No, your points are tied to your BNB account and will remain intact even if you change your registered mobile number. However, you must update your details with BNB to ensure your account remains active.
Q11: How can I track my reward points and progress?
You can track your reward points and tier progress directly within the mPay app. The “reward icon” displays your accumulated points and provides an overview of your tier status.
Q12: Can I use my reward points for a loan application?
No, reward points cannot be used as collateral or to reduce the amount on a loan application. They can only be redeemed as cash directly into your account.
Q13: Can I receive rewards if I make a deposit into my BNB account?
Deposits do not earn reward points. Points are earned based on eligible transactions like payments, recharges, or transfers through mPay, POS, and other banking channels.
Q14: Will my reward points change if I close my BNB account?
If you close your account, all accumulated reward points will be forfeited. Ensure you redeem your points before initiating the closure process.
Q1: How does the Refer & Earn feature work?
When you refer someone to mPay:
* They must register using your unique referral code.
* Both of you will earn Nu. 50 each after the referee successfully registers and completes their first transaction.
Q2: Can I refer multiple people?
Yes, you can refer as many people as you like. Each successful referral will earn you Nu. 50.
Q3: What counts as a “successful transaction” by the referee?
A successful transaction can be any valid payment or fund transfer completed through mPay.
Q4: What happens if my referee doesn’t use my referral code during registration?
If the referee does not use your referral code, neither of you will earn the Nu.50 reward. It is important that the referee enters your code during the registration process.
Q5: Is there a limit to the amount I can earn from referrals?
No, there is no limit to how much you can earn through referrals. The more people you refer, the more rewards you can accumulate.
Q6: Can I refer someone who is already an mPay user?
No, the referral program is only for new users who are registering for mPay for the first time.
Q7: When will I receive the Nu. 50 rewards for a referral?
You and your referee will both receive the Nu. 50 rewards after the referee completes their first successful transaction using mPay.
Q8: Can I earn rewards if I refer someone who already has an mPay account?
No, referrals are only valid for new users who are registering for mPay for the first time. Existing users cannot be referred for the rewards.
Q9: What if my referral doesn’t complete the first transaction?
If the referee does not complete their first transaction, neither you nor the referee will receive the Nu.50 reward. The reward is only granted after a successful first transaction.
Q10: How long do I have to wait to earn the Nu.50 reward after referring someone?
You will receive the reward once the referee successfully completes their first transaction. It may take up to 24 hours for the reward to appear in your account after the transaction is completed.
Q11: Can I share my referral code with others outside Bhutan?
Yes, you can share your referral code with individuals outside Bhutan, as long as they are eligible to use the mPay platform in their region.
Q12: Can a referral code be used multiple times by different people?
No, you cannot use the same referral code for multiple new users.
Q13: What happens if there is an issue with my referee’s first transaction?
If your referee faces issues with their first transaction, you will not receive the Nu.50 reward until the transaction is completed successfully. Make sure they complete the transaction and contact BNB if needed.
Q1: How can I earn reward points?
You can earn points through three key methods:
* Cashback Quest: Earn points for using features like Recharge, Tour Payment, Loan Repayment, and EduPay.
* Top User Challenge: Be among the top 50 users with the highest monthly transaction volumes.
* Number of Years Banked: Earn points based on the number of years you have been banking with BNB.
Q2: Are there tiers in the Loyalty Program?
Yes, tiers are based on the number of years you have been banking with BNB:
* Bronze: 1–5 years
* Silver: 5–10 years
* Gold: 10–15 years
* Platinum: 15–20 years
* Diamond: 20+ years
Q3: Can FC accounts participate in the Loyalty Program?
Yes, FC (Foreign Currency) accounts (USD/INR) are eligible for earning points only through Tour Payment feature. However, redeeming reward points will be through BTN account.
Q4: Do I earn points for using ATM withdrawals or deposits?
Yes, transactions via ATMs contribute to your eligibility for the Monthly Top User Challenge but will not directly earn points under Cashback Quest.
Q5: Are there any transactions that do not earn points?
Yes, some transactions such as account maintenance fees, charges and auto deduction of loan do not earn points.
Q6: Can I earn points if I use mPay outside Bhutan?
Yes, you can earn points for transactions completed using mPay services outside Bhutan, as long as they qualify under the program rules.
Q7: What happens if I close my account?
If you close your account, you forfeit all unused reward points. Make sure to redeem your points before initiating the account closure process.
Q8: Do I earn more points for larger transactions?
Yes, larger transactions generally earn more points, especially for activities like loan repayments, recharge, and educational payments and tour payments which are part of the
Cashback Quest.
Q9: How do I know which transactions are eligible for earning points?
Eligible transactions will be outlined in the mPay app under the “Cashback Quest” section. Look for features like recharges, loan repayments, and educational payments to earn points.
Q10: Can I earn points for using BNB’s Agency Banking services?
Yes, transactions done via Agency Banking are eligible for points under the Top User Challenge if they qualify in terms of volume.
Q11: Do I earn points for every single transaction made, or is there a minimum threshold?
There is no minimum threshold to earn points for every single transaction made. However, to qualify for monthly top user challenge the transaction amount should be Nu.50 and above.
Q12: Can I earn points for recurring payments like utilities or subscriptions?
No, recurring payments for utilities and subscriptions will not earn points. However, recurring payments will qualify for Monthly top user challenge.
Q13: How are reward points calculated for loan repayments?
Loan repayments made through mPay contribute to your reward points, with the points earned depending on the repayment value and the transaction type.
Q1: What is the Top User Challenge?
This monthly challenge rewards the top 50 users with the highest transaction volumes across various banking channels. Points earned from this challenge are added to your overall balance.
Q2: What banking channels qualify for the Top User Challenge?
Transactions made via mPay, QR payments, ATM withdrawals, POS, Internet Banking, Agency Banking, and Payment Gateway qualify for the challenge.
Q3: If I’m in the Top User Challenge for one month, will my points reset the next month?
No, points earned through the Top User Challenge are added to your overall reward balance and do not reset each month.
Q4: Are there any criteria to remain in the Top User Challenge?
Yes, you must maintain high transaction volumes across eligible channels to stay among the top 50 users for the month.
Q5: Will I be notified if I’m close to qualifying for the Top User Challenge?
BNB does not provide notifications for nearing qualification. You can increase your transaction volumes to improve your chances.
Q6: How are the top 50 users selected for the Top User Challenge?
The top 50 users are determined by their monthly transaction volume across all eligible channels such as mPay, QR, ATM, and POS. The higher your transaction volume, the better your chances of qualifying.
Q7: Will my position in the Top User Challenge change throughout the month?
Yes, your position may fluctuate depending on the volume of transactions made by other users.
Q8: How do I know if I’ve made it to the Top User Challenge rankings?
You can monitor your progress through the BNB mPay app by clicking on “Your Monthly Rank”.
Q9: If I am in the Top User Challenge for one month, can I carry over my status to the next month?
No, rankings reset each month. To remain in the Top User Challenge for subsequent months, you must continue to maintain high transaction volumes.
Q10: Can I earn bonus points in the Top User Challenge?
No, bonus points are not awarded for any of the features in the Loyalty Program.
Q1: What if my referee is unable to register on mPay?
Ensure the referee uses your unique referral code during registration. If the issue persists, contact BNB customer support for assistance.
Q2: I can’t see my reward points in the app. What should I do?
Reward points may take time to reflect. If the issue continues, contact customer support with details of your transactions.
Q3: What should I do if the reward icon is not visible in mPay?
Ensure that your mPay app is updated to the latest version. If the issue persists, contact BNB customer support.
Q4: My transaction points are not reflecting in my balance. What should I do?
Points may take up to 24 hours to appear. If they do not reflect after this period, contact customer support with transaction details.
Q5: Can I access my Loyalty Program details offline?
No, all details about your points, rewards, and transactions are accessible only through the mPay app.
Q6: What happens if I accidentally redeem the wrong number of points?
Once redeemed, points cannot be reverted. Double-check your redemption request before confirming.
Q7: What should I do if my mPay app isn’t updating with my latest points?
Ensure that your app is updated to the latest version. If the issue persists, try restarting the app or logging out and logging back in. If the problem continues, contact BNB customer support.
Q8: My reward points disappeared after I updated the app. What should I do?
Your points should not disappear after an app update. If this happens, please contact customer support with the details of your issue and they will help recover your points.
Q9: Can I use the Loyalty Program on the web banking platform?
Currently, the Loyalty Program is accessible only via the mPay app.
Q10: What if my redemption doesn’t go through, but the points were deducted from my balance?
In case of an unsuccessful redemption, please contact BNB customer support immediately. They will review the issue and ensure that your points are refunded or properly credited.
Q11: Can I use the BNB Loyalty Program if I am not using a smartphone?
The Loyalty Program is primarily designed for mPay users, which is a mobile-based platform. Therefore, a smartphone is required to participate in the program.
Q1: How do I redeem my reward points?
Follow these steps to redeem your points:
* Go to the redemption section on mPay.
* Select “Account for Redemption” (only BTN “Saving” and “Current” accounts are eligible).
* Enter the number of points (minimum of 10,000 points required).
* Click the “Redeem” button to convert points into funds.
Q2: Is there a minimum number of points required for redemption?
Yes, you must have at least 10,000 points to redeem them.
Q3: Where can I view my accumulated reward points?
Your accumulated points across all loyalty types can be viewed on the mPay app under the reward icon.
Q4: Can I redeem points for cash?
Yes, points can be converted to funds and credited directly to your Savings or Current account.
Q5: Can I transfer my reward points to someone else?
No, reward points are non-transferable and can only be redeemed by the account holder.
Q6: Are there any redemption limits?
You must have at least 10,000 points to redeem, but there is no upper limit on how many points you can redeem at a time.
Q7: What happens if I have less than 10,000 points?
Points below the redemption threshold of 10,000 will remain in your account until you earn enough to redeem them.
Q8: Can I redeem my points for items or services other than cash?
Reward points can only be redeemed as funds directly into your BTN savings or current accounts.
Q9: Will the redeemed points show up as cash instantly in my account?
After redemption, the funds will typically be credited within 24 hours. If you don’t see the amount in your account after that time, please contact customer support.
Q10: Can I redeem my points to pay off loans or credit card bills?
No, points can only be redeemed for direct deposit into your bank account. You cannot use points to pay off loans or credit card bills directly.
Q11: How can I use the points I’ve earned to maximize my benefits?
We recommend saving your points and accumulating them over time. The more points you have, the more funds you can redeem. You can also track your progress via the mPay app to see when you reach redemption thresholds.
Q12: Can I redeem my points for services such as insurance or investments?
No, reward points are only redeemable as funds transferred to your savings or current account. The ability to redeem for services like insurance or investments is not available.
Q13: Can I split my redeemed points into multiple transactions?
No, once you redeem your points, they will be credited to your account as a single transaction. You cannot split the redeemed points across multiple accounts.
Q14: How will I know how many points I can redeem at any given time?
You can check your available points in real-time by logging into the mPay app. The “Reward icon” will show your current point balance and the redemption threshold.
Q1: Can I participate in the Loyalty Program without using mPay?
No, mPay registration and usage are mandatory to earn and redeem reward points.
Q2: When do the points expire?
Points will be valid for a period of 12 months from the date of acquiring the points. Validity details will be communicated through the mPay app (Notification Section) 2 weeks before the expiry of the points.
Q3: Are there any limits on the number of transactions for earning points?
No, there is no limit on transactions. The more you use BNB services, the more points you can earn.
Q4: How will I know if I’ve won the monthly Top User Challenge?
Customers can track their ranking for the monthly top user challenge in the “Your Monthly Rank”.
Q5: Will there be additional rewards or challenges in the future?
Yes, BNB frequently updates the Loyalty Program with new features, challenges, and rewards. Stay tuned to the app and official announcements for updates.
Q6: Can businesses participate in the Loyalty Program?
Yes, businesses with eligible accounts can participate, but points are earned through transactions tied to their mPay account.
Q7: Is the program applicable to all BNB branches?
Yes, the Loyalty Program is applicable across all BNB branches and for all customers who use mPay.
Q8: Can I participate in multiple loyalty tiers simultaneously?
No, your tier is determined by the number of years you have been banking with BNB. However, you can still earn points through other methods like Cashback Quest and Top User Challenge.
Q9: How do I escalate complaints about the Loyalty Program?
For any grievances, contact BNB’s customer support at 6070 or visit your nearest branch.
Q10: Are rewards taxable?
No, the rewards received are not subject to taxes.
Q11: Is there any way to check if I’ve earned points for a specific transaction?
Yes, all transactions that contribute to earning points can be tracked in your transaction history on the mPay app in Loyalty icon.
Q12: Can I transfer my reward points to another person or account?
No, reward points are non-transferable. They are only linked to your BNB account and mPay registration.
Q13: Can businesses or merchants enrol in the Loyalty Program?
Currently, the Loyalty Program is designed for individual customers. However, businesses using BNB’s services like mPay or Agency Banking can benefit from the program’s features, such as increased transaction volumes.
Q14: Can I accumulate points for transactions on behalf of my business or family members?
The Loyalty Program is designed for individual accounts. Transactions made under your personal account will accumulate points, but family or business-related transactions will not directly contribute to your points unless they are linked to your account.
Q15: How can I increase my chances of qualifying for the Top User Challenge?
Increase your monthly transaction volumes across multiple channels such as mPay, QR payments, ATM, POS, Internet Banking, and others. The more transactions you make, the higher your chances of ranking among the top users.
Q16: Can I use my points immediately after earning them?
Yes, as long as you have accumulated enough points (minimum 10,000), you can redeem them as soon as they appear in your mPay app balance.
Q17: Can I participate in both Cashback Quest and the Top User Challenge simultaneously?
Yes, you can earn points through both Cashback Quest and the Top User Challenge simultaneously, as they are separate aspects of the Loyalty Program.
