All PINs communicated through SMS are randomly generated from our system for security purposes. Since SMS can be read by anyone incase your phone is lost or stolen, Genie requires, that you change your PIN to a number other than what you originally received in the SMS. This will help protect your Genie account from unauthorized access.

As an added security feature to protect your account information Genie requires a separate Bank PIN for each payment mode. Make sure you have changed the Bank PIN for the payment mode you are using to make the transaction. This can be done by going to the Main Menu, selecting “Other Options” and then “Manage Account”.

Please note that you cannot use the PIN you received via SMS to make transactions. Change the PIN and make the transaction again.

No. To make a transaction using Genie, you have to use your Bank PIN. Genie PIN alone cannot be used to make transactions. It will only allow access to the application content.

Check the due date of the bill. Genie will not accept bill payments for bills which have passed their due date.

When you link your Mobilink Genie ID with a payment mode of a specific bank, that bank’s name becomes listed in the welcome screen. Thus, each time you link a new payment mode of a different bank, that bank’s name will also begin to appear on tour welcome screen.

Yes. It is important to link at least one payment mode with Mobilink Genie to be able to make transactions.

Yes. You can log in to your Genie account from any handset if it has the application installed on it. Simply log in by providing your Genie ID and PIN.

When you change your mobile number, you will not be able to use your Genie account unless you transfer the account to the new number. To do that, call customer help desk at Mobilink and ask the Customer Service Representative (CSR) to make the switch.

You should call the customer helpdesk at Mobilink and ask the (CSR) to make the switch. The CSR will guide you depending upon whether you are switching from Post paid to Pre-paid or vice versa.

Yes. Use the “Export Favorite Numbers” option in the “Manage Favorite Numbers” menu to save your favorite number in the Genie database.

Favorite numbers are normally stored in your hand set and will be deleted if you reset user settings or logout of the application. However, you can export your favorite number list to Genie database which can later be retrieved whenever you want regardless of whether you are using the application on your handset or someone else’s.

You can deactivate your account by sending an SMS to 1610 with the text ‘stop’.

Note: you will be charge the initial subscription fee when you reactivate the account.

As many bank accounts as you want.

You need to call customer helpdesk at your bank or at Mobilink and ask CSR to unlock your account. CSR will verify your identification before your account is unlocked.

Almost all banks offering Mobilink Genie advertise the service but you can call customer helpdesk at Mobilink and the CSR will let you know of the banks that offer the Genie service.

This can happen if your catalog has become outdated. Select the “Get Latest Catalog” option from the “Other Options” menu. This will retrieve the updated catalog from the Genie database.

You need to call your bank’s customer helpdesk and ask CSR to generate a new bank PIN for you. CSR will verify your identification before your new bank PIN is generated.

You should call your bank immediately and report the issue. The CSR at bank will record a complaint and you will be notified once the bank conducts an investigation.

The following should be true for the top-up transaction to succeed.

• Make sure that the recipient is using a Mobilink number
• Make sure you have sufficient balance in your payment mode

Yes. You can see your transaction history by selecting “Recent Transactions Log” option from the “Other Options” menu. Be sure to update the log first by selecting the “Update Transaction Log” option in the “Other Options” menu.