Frequently
asked questions

Can't find your answer? We're here to help! Ask one of our advisors at india@branch.co.

Branch makes it easy for people to access a loan, anytime, anywhere. Complete our application in seconds and receive your loan straight into your bank account. Visit our website to learn more.
Branch has offices in Mumbai, India; Nairobi, Kenya; Lagos, Nigeria; Mexico City, Mexico; and San Francisco, United States.
At the moment, Branch operates in India, Kenya, Tanzania, Nigeria, and Mexico.
You can follow this link and click Update. Or you can go to Google Play, search for “Branch International” then click “Update”.
Our preferred method of communication is the in-app chat feature or email to india@branch.co. Please send us a message at any time, and we will help you resolve whatever issue you may have. For more complex issues, we will call you within 48 hours to resolve the issue.
Please click here to see what other customers are saying about Branch.
Requirements are simple - all you need to apply is your active mobile number, PAN number, Aadhaar card or Voter ID, and bank account number. We will also request access to the data on your phone in order to build your credit score.
Branch uses data from your phone, including your handset details and transaction messages to make lending decisions. We combine this with your Branch repayment history to build an individualised credit score, which determines the loan offers you receive.
We aim to process all loans within 24 hours. On average we process loans in less than 8 hours and hope to reduce that to a few minutes.
If you don’t get accepted when you apply, don't worry! Sometimes it may take several attempts to qualify for a loan. We encourage you to continue saving data on your phone and to reapply after the period stipulated.
Branch uses data from your phone as well as other sources to make a lending decision. To increase your chances of approval, please make sure to save the data on your phone, stay current with all other lenders, and correctly input your personal and account details.
Once a phone has been used to access Branch, it is locked to the first user. If you would like to access Branch, please use another phone that has not been used to apply for a Branch loan before.
Applying for a loan is easy! After you have downloaded the Branch app, all you need to do is log in, fill in your personal details, phone number, and bank details. You can then proceed to the “My Loan” page in the app, view available loan offers and click “Request this Loan” to submit your request.
The loan offers you see depend on a number of factors, including your repayment history with Branch. If you repay each installment by its due date, you may unlock access to larger loans over time. Note that the increase may not always be immediate, and that repaying your loan late may result in smaller loan offers.
Unfortunately, you won't be able to access a loan of a larger size. The fastest way to increase the amount you are eligible for is to build credit by making each repayment on time.
The largest loan amount we currently offer is Rs. 50,000. To access this amount you need to take and successfully repay the smaller amounts on time and gradually build your credit limit.
Interest rates are determined by a number of factors, including your repayment history with Branch and the cost of lending for us. The interest rate is a flat rate that does not amortize over the tenure of the loan. Standard SMS and data charges by your mobile carrier may apply.
There is operational work and expense that goes into processing your loan application and approving your loan. In order to continue offering great service, we have introduced processing fees to cover the operational costs of processing your loan application. The processing fee and GST is charged upfront prior to disbursement of the loan. This is a standard practice followed by all financial institutions.
Your loan offers are automatically determined by a number of factors. Even though it may not always increase immediately, it will increase over time as you continue to make your repayments on time.
Each loan amount is automatically determined by our systems each time you repay based on a number of factors. We encourage you to keep making your repayments on time to increase your loan amount.
Kindly click on “My Loan” on the Branch app and then click the blue “Tap To Pay” button to conveniently make a repayment via netbanking, debit card, or UPI without bank charges.
If you have never activated netbanking on your account, please visit your nearest bank branch. You will have to fill out a simple form and it will get activated in a few days.
If you did not receive a debit card when you opened your bank account, please visit your nearest bank branch, and they will be able to assist with you getting a debit card.
If you have never used UPI before, download a UPI app (BHIM, PhonePe, Tez, etc.) onto your phone and create a virtual payments address (vpa) that is linked to your bank account. Once you have created your unique vpa, select payment via UPI in the Branch app, enter your vpa, and follow the instructions displayed on the screen to complete the payment.
If you want to repay the loan in one payment, we advise that you do it on your first repayment date to make sure that you are not late on any of your loan repayments. Kindly note that you cannot skip your first three repayments and pay the whole loan on the last due date as this will negatively affect your future loan amounts.
A monthly repayment option is available for all loans. Click on the blue arrow below “Select Terms” to choose between weekly or monthly payments prior to requesting the loan.
To view your repayment information, kindly click on the menu on your top left and select “My Loan”. You will be able to see your installments, due dates, and the amounts due on those dates.
Repayments can take up to 24 hours to reflect. If it has been 24 hours since you made your repayment and it hasn't reflected, kindly send us the transaction confirmation message you received when you repaid your loan. We will follow up and update your account.
Repaying early will result in no penalties. However, we strongly encourage you to repay your loan on the dates available on “My Loan” to increase your loan offer amount.
If you overpay your loan, the overpayment is credited to your account and used as part or full repayment, depending on the amount, on your next loan.
Auto-debit makes repaying your Branch loan easy! After requesting a loan, tap 'Set up Auto-Debit' and open a new window where you will enter your payment details. If successful, your payments will be debited automatically at each subsequent repayment date. You can also set up and manage your auto-debit preferences in the 'My Account' section of your Branch app by tapping 'Auto-debit.' Kindly note that your bank may charge a fee for setting up auto-debit.
The moratorium allows you to delay your upcoming repayments given the COVID-19 situation. In the case of Branch, you will be able to push back your repayment schedule by 28 days, with no additional interest or late fees. To avail the moratorium offer, please write in to our customer service team via the in-app chat.
Paying each installment by its due date is important to build your credit score and increase your loan limit. We are required by law to report late payments to CIBIL, which will affect your ability to get subsequent or larger loans. Conversely, if you repay your loans as on or before the scheduled dates, you will gain access to larger loan amounts over time.
Unfortunately, Branch cannot alter your repayment schedule after you've received a loan. If you are unable to repay the full amount due, we advise you to start making partial repayments as soon as possible.
CIBIL is a Credit Reference Bureau (CRB) that collects credit information on individuals and provides repayment performance data to banks, lenders, and other businesses. CRBs help promote financial inclusion and prevent overindebtedness.
To edit your personal details, click on this link My Account or go to “My Account” and click “Edit” under “Personal Info”.
If you are having trouble validating your contact number, write to us through “Customer Care” in the app. We will resend the validation code to you.
As part of our KYC process, we require all customers to enter their PAN number into the Branch app. If you don't know your PAN number, please go to this website, enter in your personal details, and enter the OTP that is sent to your mobile. You will then be directed to a page that will show your PAN number.
A QR code is a machine-readable bar code that can store data. You can find it on the bottom right-hand corner of your Aadhaar card.
If you would like to delete your account, please make sure that you do not have an active loan and then write to us in the app chat with your request. After your account has been deleted, you will have to send a mail to india@branch.co to contact us.
We use world-class data security and encryption techniques to protect the data you share with us. Branch never shares your information with third parties. We do not sell your data or credit profile.
Branch uses your ID to ensure your account belongs to you, and so that no one else can apply for a loan using your account. We understand that this is very sensitive information and take our customer privacy very seriously. If you have additional concerns, please contact the Branch customer service team.
Branch uses data from your phone, including handset details, SMS logs, call logs, and contact lists to make a lending decision. This data is a crucial part of our decision making process, and allows us to provide seamless and efficient financial services.
In your Android Phone, kindly go to Settings > Apps > Branch > Permissions and make sure that you have enabled Branch to access everything requested.
Please click here to read our Grievance Redressal Policy and click here to read our Fair Practices Code.