Question 1

How do I get help if something goes wrong with a bill payment?

Accepted Answer

Prune offers multiple support channels to help you resolve bill payment issues quickly. Every bill payment is fully traceable, and support can track transactions using BBPS references, transaction IDs, and bank logs.1) In-app chatbot (24×7)The fastest way to get help for common issues such as:Failed paymentsRefund queriesPending/processing statusWrong bill detailsDouble debitsThe chatbot also provides guided troubleshooting flows based on your biller type.2) Order-level support tickets (recommended)Each transaction in Bill Payments → My Payments has a Raise Ticket option.This links your issue directly to the specific payment, so support can use:Transaction IDsBBPS reference numbersBank/payment gateway logsto resolve the case faster.3) Email / escalation supportFor complex cases, Prune may coordinate with:Payment gatewaysBanksBillers/utilitiesThis is used when additional investigation or formal reconciliation is required.

Question 2

How can I track the status of my bill payment?

Accepted Answer

You can track every bill payment in real time directly inside the Prune app.Go to: Prune App → Bill Payments → My PaymentsHere you’ll see your transaction list along with clear status labels.Payment status meaningsSuccessful: The biller has confirmed and recorded your paymentProcessing: Payment is routed and awaiting biller confirmationPending: The biller has not yet updated their system (common in EMIs/insurance)Failed: Payment was unsuccessful and a refund is being processedRefunded: The amount has been returned to your original payment methodNotificationsYou also receive SMS/email updates when:Payment is successfulA refund is initiatedThere’s a delay or exceptionIf the status looks stuckYou can raise a ticket directly from the same transaction line in My Payments. This sends your transaction details to support for faster investigation.

Question 3

How do refunds work on Prune?

Accepted Answer

Refunds on Prune are processed in line with BBPS rules and bank/payment guidelines. If a payment fails or is rejected after debit, a refund is initiated automatically back to your original payment method.When are refunds initiated?Refunds are initiated when:A payment fails but the amount is debitedThe biller rejects the transactionThere is a technical timeout or error after debitA rare system glitch causes a double debitHow the refund process worksThe bank/biller reports a failure or rejectionPrune marks the transaction as failedA refund request is sent to your bank/payment gatewayThe amount is credited back to the same payment methodTypical refund timelinesUPI: Instant to 48 hoursDebit/Credit Cards: 2–7 working daysNet Banking: 2–4 working daysWallets: Usually instantHow will I know the refund is processed?You can track refund status:In Bill Payments → My PaymentsVia SMS and email notifications

Question 4

Which bills can I pay using the Prune app?

Accepted Answer

Prune supports hundreds of billers across India through BBPS and select direct integrations. You can pay most essential household and personal bills in one place, across multiple categories.Below is a category-wise breakdown of what’s supported.A) Electricity BillsPrune supports electricity bill payments for most major state and private providers, including (examples):BSES Rajdhani / Yamuna (Delhi)TNEB / TANGEDCO (Tamil Nadu)MSEDCL (Maharashtra)UPPCL (Uttar Pradesh)PSPCL (Punjab)CESC, BESCOM, GESCOM, and many moreElectricity is one of the most used categories on Prune.B) Mobile Postpaid BillsPay postpaid bills for major telecom operators such as:AirtelJioVi (Vodafone Idea)BSNLBills are fetched instantly, and payments usually reflect quickly.C) Broadband & LandlinePay home and office broadband/landline bills for popular providers like:Airtel XstreamJioFiberBSNL FTTHACT FibernetHathwayExcitelOther regional providers (where supported)D) DTH & TV SubscriptionsRecharge or pay TV subscriptions for:Tata PlayAirtel Digital TVDish TVVideocon D2HSun DirectRecharges are processed in real-time in most cases, so services resume quickly.E) Water BillsPay water bills for supported cities and boards, such as:Delhi Jal Board (DJB)BWSSB (Bengaluru)Chennai Metro WaterHyderabad Metro Water…and others (depending on BBPS coverage).F) Gas Bills & LPGIncludes both piped gas and LPG options (where supported):City gas / piped gas: Adani Gas, Mahanagar Gas, and othersLPG: Indane, HP Gas, Bharat Gas (for booking/online payments where available)G) FASTag RechargeRecharge FASTag wallets issued by multiple banks and issuers so your toll payments remain seamless during travel.H) Loan EMIs & Insurance PremiumsFor supported lenders and insurers, you can pay:Monthly loan EMIsInsurance premiumsMicrofinance duesI) Municipal & Government ServicesAvailable in select states and municipalities, including:Property taxWater/sewage chargesLocal utility fees (where supported)Prune is designed to be your all-in-one payment hub for personal and household bills, making monthly bill management faster, simpler, and trackable.

Question 5

What is Prune Bill Payments and how does it work?

Accepted Answer

Prune Bill Payments is a unified digital bill desk inside the Prune app that lets you pay most of your essential bills in one place — without switching between multiple apps, websites, or offline payment counters.It’s designed to make bill management simple, fast, and reliable, so Prune becomes your single control center for monthly expenses.What bills can I pay using Prune?You can pay a wide range of bills, including:Electricity billsWater billsGas and LPG billsMobile postpaid billsBroadband and landline billsDTH and TV subscriptionsFASTag rechargesLoan EMIs and insurance premiumsSelect government and municipal chargesAvailability may vary depending on your biller and region.Is Prune Bill Payments secure?Yes. Prune uses BBPS (Bharat Bill Payment System) — an RBI and NPCI regulated network — to fetch your bill securely and post payments directly with the official biller.This ensures:Secure bill fetch and validationOfficial biller confirmationAutomated reconciliation with the billerHow does it work? (Step-by-step)Open the Prune app and go to Bill PaymentsSelect a category (Electricity, Mobile Postpaid, Broadband, DTH, etc.)Choose your biller and enter your consumer/account numberPrune connects via BBPS and fetches your live bill (amount, due date, name, etc.)Confirm the bill details and choose a payment method (UPI, card, net banking, etc.)Complete the payment securelyReceive instant confirmation in the app, SMS, and emailPayment is automatically reconciled with the biller

Question 6

Do I need a Prune account to pay bills? Why is it required?

Accepted Answer

Yes. You need a Prune account (mobile number/login) to use Bill Payments.Having an account helps Prune keep bill payments secure, personalized, and trackable — and also enables support to assist you if anything goes wrong.Why your Prune account is important1) Secure bill fetchingYour identity and session are authenticated before Prune fetches or displays your bill details. This adds a strong security layer and prevents unauthorized access.2) Saved billers for faster paymentsOnce you pay a bill, Prune can save:Biller nameConsumer/account numberPreferred categoryNickname (optional)So next month, you can pay in just a few taps.3) Payment history and receiptsYour account stores a complete record of your payments, including:Transaction IDsBBPS reference numbersDate and amount paidDownloadable receipts4) Alerts and remindersYour account enables reminders and notifications such as:Bill generated alertsDue date remindersPending or delayed payment updates5) Support and dispute resolutionFor issues like failed payments, refunds, or double debit, support needs your account history to investigate and resolve the case quickly.A Prune account makes bill payments simpler, faster, and safer.

Hvordan kan vi hjælpe?

About Bill Payments

Supported Billers & Services

Payments & Processing

Receipts & Tracking

Failed Payments & Refunds

Saved Billers & Support

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