Frequently Asked Questions

• Apply for your debit card during account onboarding in the Prime NOW app.
• Choose your preferred card design.
• Customize the name on your card (up to 25 characters) using any part of your name from your NID, or use your initials.

You may activate the card instantly for online/eCommerce transactions or activate it later after receiving your physical card.

• No. Prime NOW's process is automated and card design cannot be changed after onboarding.
• Choose your card design carefully during onboarding.

We believe your card design represents you digitally.

Your card will be delivered within 7 working days to the communication address provided during onboarding.

Note: Delivery is tracked and secure, so please wait for up to 7 working days.

• Notify us via the Prime NOW app chat.
• Delivery to a different address is only possible through authorized channels.

Note: Our courier partner cannot accept impromptu address changes at the time of delivery.

No. Your card is delivered to your doorstep free of charge with OTP verification.

Enjoy safe and free doorstep delivery.

• Go to Card from the home screen in the Prime NOW app.
• Tap your card and select Verify by Scan.
• Scan the QR code that came with your card package.
• Set your card PIN and complete authentication.

Security Note:

• Your first POS transaction must be done with PIN.
• After the first successful PIN transaction, contactless payments will be enabled.

• Keep the QR code card.
• Scan the QR in the Prime NOW app to activate your card.
• Activation will not work without the QR code.
• Do not share the QR code with anyone.

If the QR code is lost:

• Card-related processes may take longer.
• Raise a complaint in chat.
• Wait for the guidance for getting the QR Code.

Yes. The QR code:

• Does not expose your card number or balance.
• Works only through the Prime NOW app.
• Requires your authentication to proceed.

No. Even with the QR code, activation requires:

• Your Prime NOW account login.
• Your personal verification (mPIN / biometric).
• Your card remains secure.

If you face any issues:

• Contact Prime NOW Support (NOW Buddy) through the app.
• Or email us at hello@primenow.ai

• You can only activate and set a PIN for your own card.
• Make sure the QR code you are scanning belongs to your card/account.
• Go to Card menu → Verify by Scan to complete activation.
• Do not use Scan & Pay to scan the card QR.
• If the QR is damaged or lost, contact us through the Prime NOW app, and we will assist you.

• Open the Prime NOW app.
• Go to Card.
• Tap the card section to open the card menu.
• Select View Card.
• Your card number, expiry date, and CVV will appear for online transactions.

Your card details are securely visible only inside the app.

• Monthly withdrawal limit: BDT 2,00,000.
• Per transaction limit: BDT 20,000.

Limits apply when using ATMs of other banks and follow regulatory guidelines.

• Prime Bank ATMs: Cash withdrawal is FREE.
• Other Bank ATMs (NPSB): BDT 15 per withdrawal.
• Check balance at other Bank ATMs: BDT 5 per inquiry.

• You can request a card reissue if your card is lost, stolen, or damaged.
• Reissue fee: BDT 500 + VAT.
• If you received a faulty card, contact us via Prime NOW chat.
• After review, you may be eligible for a free replacement.
• Once reissued, your existing card will be permanently blocked.

• Go to Card from the home screen in the Prime NOW app.
• Tap your card and select Block.
• Choose Temporary Block or Permanent Block.
• Permanent block cancels the card and it cannot be unblocked.

• Go to Card menu in the Prime NOW app.
• Select your temporarily blocked card.
• Tap Unblock to reactivate it.
• Cards blocked permanently cannot be unblocked.

• Annual fee is FREE if you complete at least 24 transactions (any transaction - Top Up, Fund Transfer, Bill Payment, POS, Online etc) in a calendar year.
• Transactions can be done using the app or the debit card.
• If fewer than 24 transactions are completed, the annual fee is BDT 600 + VAT.

Do transactions with your app and card regularly to keep using your card for FREE.

• No, there is no issuance fee.
• Your personalized debit card is delivered to your doorstep free of charge.

Note: You can choose your preferred card design and name personalization during onboarding.

• Security feature: The first POS transaction must be done with PIN to protect your card during delivery.
• After the first successful PIN transaction, contactless payments will be enabled.

Always use your PIN for the first POS purchase.

• Not currently. Dual currency feature is not yet available.
• You can notify us via app chat or email to express your interest; it helps us understand user needs.

Note: We'll update you once the dual currency feature is launched.

Prime NOW is a full-fledged banking app.

• Use Scan & Pay for merchant payments (Bangla QR supported) or to send money to another Prime NOW account.
• Find your QR in the app: Profile → My QR.
• You can show your QR or share it from there.

Keep your QR safe; it’s used for payments and receiving money.

• Save a payee first (bank or MFS).
• Scheduled and recurring payments can then be set for bank and MFS payees.

Note: Recurring payments are currently supported only for saved payees.

• One-time transfers allow payments to:
  • same bank or other bank (NPSB, RTGS, BEFTN)
  • MFS
  • various billers
• No need to save a payee for one-time transfers.

Recharge any mobile number from your contacts or by typing it in.

Choose the desired amount or select from available packages.

Add money to your Prime NOW account using Mastercard or VISA debit/credit cards.

A 1.7% charge applies.

• Use NPSB, RTGS, or BEFTN to send money from other banks.
• Use MFS apps to transfer to your account (charges may apply).
• Bank info:
  • Bank: Prime Bank
  • Branch: Head Office, Dhaka South

Always double-check account information for successful transfers.

• Supports government and non-government bills.
• Includes electricity, water, telephone, education, ISP, insurance, and credit cards (same or other bank).
• More billers are added regularly.

Check the Pay Bill section for the latest options.

• Two ways:
  • Go to the Transfer menu, then Add Payee.
  • Go to Search, then Add Payee.
• Can save bank accounts or MFS.

Saved payees speed up regular transactions.

• Mark a payee (bank accounts, MFS, etc.) as Favorite during Add Payee.
• Favorite payees appear under the Favorite section in Transfer and Search.

This lets you quickly access your most-used payees.

• No. Prime NOW is a digital-first service that does not offer cheques.
• All transactions are online and instant.

• Yes. Click on ‘More’ and choose which three options you would like to see in your transactional section.
• You can also long press on widgets to change their position and size.

RTGS transaction charge is BDT 49 (VAT included).

NPSB transfers are free.

• Your Username is set during onboarding and is required to reset your MPIN.
• You will need your Account Number to reset your Username.
• Find your Account Number by clicking on your account on the home page.
• Find your Customer ID by going to Profile → My Profile.

Go to Profile → Security to enable biometric login.

Note: Biometric login improves security.

Tap Recent Transactions from the home page.

Note: You can easily track all account activity.

• Swipe down on the home page to refresh the app.
• This refresh will update balances and recent transactions.

• Share from the Success screen after completing a transaction.
• Or go to Search → Share/Download transaction receipts.

• Two ways:
  • Click ‘More’ from the home page and download a statement for your desired time range from the Statement menu.
  • Or go to the transaction screen → Transaction History → Statement (top right corner).

The Prime NOW Transaction Account is a fully digital deposit account crafted under the Prime NOW proposition. It allows customers to securely store money, earn interest, and enjoy the freedom to pay bills, make purchases, and transfer funds anytime, anywhere.

With seamless onboarding and an intuitive user experience, the Prime NOW Transaction Account makes everyday banking smarter, faster, and stress-free.

• Bangladeshi citizens aged 18 or above can open the account.
• Not available for NRBs, minors, PEP/IP/FATCA-positive persons, or corporate/non-individuals.

• A single-holder account in BDT.
• No initial deposit required.
• Maximum balance depends on the user’s transaction profile.

Note: Additional currency options may be introduced in the future.

• Download and open the Prime NOW App.
• Complete the digital onboarding process.
• No branch visit is required.

The process is fast, secure, and fully digital.

• National ID (NID) is required.
• For transaction profiles above BDT 1 lakh, income proof and address proof documents are also required.

Note: Additional verification may be requested during onboarding.

• Interest is calculated on the daily balance.
• Credited monthly to your account.
• Interest rate may vary based on Bangladesh Bank and ALCO decisions.

Check the app or official updates for current interest rates.

• You will receive a Mastercard debit card.
• The card may be blocked if the account becomes dormant.

Keep your account active to continue using your debit card.

• Unlimited deposits and withdrawals.
• No cheque book is issued.
• Includes a personal QR code for payments and transfers.

The account is designed for fully digital banking.

• Most services are available digitally through the app.
• Limited branch visits may be required for specific services.

Prime NOW is designed to minimize branch visits.

• You can add 1 nominee.
• Minors can be nominated with guardian details.

• Account becomes inactive after 6 months of no activity.
• Account becomes dormant after 18 months of no activity.
• Reactivation requires re-eKYC verification.

Note: Regular transactions help keep your account active.

Available digital services include App Banking, Call Centre, and Chatbot.

• Key transactions require 2-Factor Authentication (2FA).
• Additional security layers protect your account and payments.

Note: Always keep your login credentials and MPIN confidential.

• Transfers within Prime NOW and Prime Bank are free.
• BEFTN and NPSB transfers are free.
• RTGS transfers are charged as per applicable rates.

Please check the Schedule of Charges for the latest fees.

• Free for year 1
• 2nd year onward - BDT 300 + VAT (BDT 345)

• The account follows Bangladesh Bank regulations.
• Fees, limits, and policies may change over time.
• Charges follow the Prime NOW Schedule of Charges (SOC).

Always refer to official updates for the latest terms and conditions.

• A fully digital term deposit under Prime NOW.
• Linked to your Prime NOW Transaction Account.
• Tenure options from 1 month to 3 years.
• Interest can be credited quarterly, at maturity, or reinvested.

• Only Bangladeshi resident citizens can open it.
• You must already have a Prime NOW Transaction Account.

Fixed Deposit can be opened directly from the Prime NOW app.

• Minimum deposit: BDT 1,000.
• Maximum deposit: Based on the user’s profile.
• Tenure: From 1 month to 3 years.

Longer tenure may offer better interest rates.

• Interest accrues daily.
• Paid at maturity for tenure less than 1 year.
• Paid quarterly for tenure 1 year or more.
• No interest if closed within 15 days.

Interest rates vary depending on the tenure.

• Non-Cumulative FD – Mandatory for tenures less than 1 year. For tenures of 1 year or more, customers can choose.
• Cumulative FD – Interest is reinvested and paid at maturity.

For tenures below 1 year, Non-Cumulative FD is mandatory.

• At the time of opening, choose one option:
• Renew principal + interest.
• Renew principal only.
• No renewal (credit to linked account).

Your selected option will apply automatically at maturity.

• Premature closure is allowed.
• 1% less interest than the rate of completed tenure will be applicable for premature encashment.
• No interest if closed within 15 days.

Early closure may reduce the interest earned.

All proceeds are credited to your linked Prime NOW Transaction Account.

You can add up to 10 nominees per Fixed Deposit.

• Tax and VAT apply as per government rules.
• PSR (Personal Statement of Residency) required for FDs BDT 10 lakh or above if not previously submitted.

Note: Applicable taxes will be deducted as per regulations.

• Open your FD directly in the Prime NOW App.
• No documents required if you already have a Prime NOW account.
• You will receive a digital FD advice.
• Physical copy available with applicable charges.

Prime NOW Fixed Deposits are designed to be fully digital and paperless.

• The Prime NOW Goal Based Fixed DPS is a fully digital recurring deposit designed to help customers achieve savings goals.
• Installments are automatically debited from the linked Prime NOW Transaction Account.
• Interest is credited monthly.
• On maturity, the principal plus interest is transferred to the linked account.

Only Bangladeshi resident citizens with a Prime NOW Transaction Account can open it.

Note: The DPS can be opened directly through the Prime NOW app.

The minimum goal amount is BDT 5,000.

No. Tenure and installment amount are fixed at the time of opening. Choose your goal amount and tenure carefully.

Installments are automatically debited from your Prime NOW Transaction Account.

• Interest is calculated daily at the declared rate.
• Credited monthly to your linked Prime NOW Transaction Account.

Note: Rates may vary based on bank policies.

• On maturity, the principal plus accrued interest is credited to the linked Prime NOW Transaction Account after applicable taxes and charges.
• Funds will automatically appear in your linked account.

• If funds are unavailable, the installment will be debited once funds are available.
• Interest will adjust based on the actual payment date.

Maintaining sufficient balance ensures uninterrupted savings.

• Premature closure is allowed.
• Interest will be 1% less than the rate of the completed tenure for premature encashment.
• If closed within 6 months, only the savings rate applies.

Early closure may reduce your total earnings.

• With PSR: 10% tax.
• Without PSR: 15% tax.

Note: Tax rules follow government regulations.

• The product follows Bangladesh Bank regulations.
• The bank may amend terms or policies if required.

Note: Always refer to the latest terms and conditions in the app.

• A fully digital, goal-based savings account.
• Allows flexible deposits anytime toward your savings goal.
• Daily interest is calculated and credited monthly.
• Supports early withdrawal or maturity.

• Only Bangladeshi resident citizens can open it.
• You must already have a Prime NOW Transaction Account.
• The Flexi DPS can be opened directly from the Prime NOW app.

All transactions are in Bangladeshi Taka (BDT).

• Minimum goal amount: BDT 5,000.
• No maximum limit.
• Tenure: 3 to 120 months.

Choose a goal and tenure that suits your savings plan.

• The goal is marked as achieved if the target amount is reached early.
• Early withdrawal earns 1% less than the rate of the completed tenure for premature encashment.

Note: Early withdrawal may reduce total earnings.

On maturity, the principal and interest are credited to the linked Prime NOW Transaction Account.

All proceeds are settled only in the linked Prime NOW Transaction Account.

• Interest is calculated daily.
• Credited monthly to your account.
• The rate depends on the balance slab and is fixed once contracted.

No, there is no minimum deposit requirement to earn interest.

• Premature closure is allowed.
• Interest will be 1% less than the applicable rate.
• Partial closure is not allowed.

Note: Early closure may reduce your interest earnings.

• Government tax, VAT, and excise duties apply.
• Tax rate:
  • 10% with PSR
  • 15% without PSR

Note: Taxes are deducted as per government rules.

• Nomination is mandatory.
• You can add up to 10 nominees.

Note: Nominee details may be retained from your linked account.

• There is no fixed installment date.
• Deposits can be made anytime during the tenure.

Save whenever convenient.

All proceeds are credited to the Prime NOW Transaction Account.

• The product is governed by Bangladesh Bank regulations.
• The bank may amend or cancel terms if required.

Note: Always check the latest terms in the app.

• There is no limit to the number of Flexi DPS accounts a customer can open.
• You can create multiple goals for different purposes.