Question 1

Is Zelo a bank?

Accepted Answer

No. Zelo is an independent digital coupon settlement platform. We are not a bank or licensed payment institution. Account values are internal ledger entries.

Question 2

What is my Zelo account number?

Accepted Answer

Every account gets a unique 11-digit account number. You'll find it in your dashboard and can share it to receive transfers.

Question 3

Can I have multiple accounts?

Accepted Answer

Each verified person may operate one account. Operating multiple accounts may lead to suspension.

Question 4

Is 2FA mandatory?

Accepted Answer

Yes. Every user must enrol Google Authenticator (or any TOTP app) before performing any wallet action — redeem, transfer or settlement.

Question 5

How do I set up 2FA?

Accepted Answer

Open your dashboard, go to '2FA security', scan the QR code with Google Authenticator, enter the 6-digit code to confirm, and save your backup codes somewhere safe.

Question 6

What if I lose my phone?

Accepted Answer

Use one of the backup codes generated when you enrolled. If you also lost those, contact support — admin can reset your 2FA after identity verification.

Question 7

How long does a verification stay 'fresh'?

Accepted Answer

After a successful 6-digit code, your session is considered fresh for a short window. Once it expires, you'll be asked to verify again before the next sensitive action.

Question 8

I forgot my password — how do I reset it?

Accepted Answer

On the sign-in page click 'Forgot password'. Enter your email and a 6-digit code from your Google Authenticator. If both match, you can set a new password immediately.

Question 9

Can I reset my password without 2FA?

Accepted Answer

No. Authenticator-based reset is the only self-serve flow. If you've also lost 2FA, contact support — admin can reset your password manually after identity verification.

Question 10

What documents do I need for KYC?

Accepted Answer

A government-issued photo ID, a selfie holding the ID, and a recent address proof (utility bill / bank statement).

Question 11

How long does KYC review take?

Accepted Answer

Most submissions are reviewed within one business day.

Question 12

Can I re-submit if rejected?

Accepted Answer

Yes. Admin will provide a reason. Address it and submit again from the KYC page.

Question 13

Does KYC expire?

Accepted Answer

Admin may set a re-KYC expiry date on your account. You'll see a banner ahead of expiry asking you to re-submit fresh documents.

Question 14

Where do coupons come from?

Accepted Answer

Coupons are minted by Zelo admin after they verify your purchase payment proof (UPI or USDT TRC20).

Question 15

How long are coupon codes valid?

Accepted Answer

Coupons are valid until redeemed. Each code is single-use and 25 characters long.

Question 16

What if my code says 'already redeemed'?

Accepted Answer

Each code can only be used once. Contact support if you believe this is in error.

Question 17

Which brands can I get gift cards for?

Accepted Answer

Currently Amazon, Flipkart, Myntra, Swiggy and Zomato — managed by admin. The available brand list and per-platform fees can change at any time and are always shown on the gift card request screen.

Question 18

What amount can I request?

Accepted Answer

Any amount from ₹100 up to ₹10,000 per gift card request, in free entry — no fixed denominations.

Question 19

When is my wallet debited?

Accepted Answer

Only when admin issues your gift card code. Pending and approved requests do not lock your balance — but you must still have sufficient balance at issuance time.

Question 20

How long does issuance take?

Accepted Answer

Most gift card requests are reviewed and issued within a few hours during business hours, after a quick KYC + 2FA freshness check.

Question 21

Where do I find my issued code and PIN?

Accepted Answer

On the gift card page (/ecom-redeem) under your request. You can copy the code and PIN with one tap and see the expiry date.

Question 22

What if my gift card request is rejected?

Accepted Answer

No balance is debited (since we only debit on issuance). Admin will leave a reason on the request, and you can submit a new one.

Question 23

Are internal transfers free?

Accepted Answer

Yes, transfers between Zelo accounts are free and instant.

Question 24

What are settlement fees?

Accepted Answer

UPI: 2% per payout. USDT TRC20: 3.5% per payout. Fees are shown on the settlement screen before you confirm.

Question 25

How long does a settlement take?

Accepted Answer

Settlements are reviewed and paid out manually by admin within 48 to 72 hours of submission. Times may vary on weekends, public holidays and during high-volume periods.

Question 26

Are there transaction limits?

Accepted Answer

Yes. Admin sets per-transaction, daily and monthly caps. You can see your effective limits on the transfer and settlement screens.

Question 27

Who can list on Showcase?

Accepted Answer

Any KYC-verified Zelo member can submit products or services. Each listing is reviewed by admin before going public.

Question 28

Can I edit my listing after approval?

Accepted Answer

Yes. Editing puts the listing back into the pending queue for admin review — this keeps the marketplace trustworthy.

Question 29

What contact info is shown publicly?

Accepted Answer

Whatever you provide: phone (call), WhatsApp number, and / or email. Buyers can reach you directly through these channels.

Question 30

Is there a listing limit?

Accepted Answer

Yes — each user can have up to 20 active listings at a time.

Frequently asked questions

Accounts

Two-factor authentication

Password reset

KYC

Coupons

Brand gift cards

Transfers & settlements

Showcase