PayFast has partnered with Telenor and EOcean to launch a WhatsApp based bill payment service that enables telecom customers to manage payments directly within the messaging app. The initiative is designed to simplify the process of viewing and paying telecom bills by removing the need for physical visits, call center interactions or web portal logins. According to the companies involved, this development aims to provide a smooth and secure billing experience by bringing essential services into a platform used daily by millions of Pakistanis.
The service allows Telenor users to initiate the process by sending a message to the operator’s designated WhatsApp number. After providing their CNIC and account number, customers receive a secure one time password that verifies their identity before completing the transaction. Once authenticated, they can view and settle their bills using mobile wallets or banking details within the same chat thread. This integrated setup is intended to reduce the steps typically associated with telecom payments and to offer immediate access to account information without requiring customers to switch between multiple applications or interfaces. The companies highlighted that the entire flow remains within WhatsApp, which helps users maintain familiarity and continuity throughout the process.
Officials from the participating organizations stated that the launch reflects an ongoing shift in customer expectations, where convenience and accessibility have become central to service delivery. Adnan Ali, CEO of PayFast, said that supporting this initiative through the PayFast payment gateway underscores the value of financial technology in improving customer engagement and simplifying daily tasks. He added that enabling payments inside WhatsApp creates a direct and secure experience that aligns with the growing demand for streamlined digital transactions. Waqas Amanullah, Chief Consumer Business Officer of Telenor Pakistan, said that Telenor remains focused on customer centric improvements and emphasized that enabling bill settlement and support through WhatsApp makes essential telecom services more intuitive and inclusive for users across different regions and demographics.
According to the companies, this partnership brings together communication, payment processing and digital interaction tools to support Pakistan’s broader objective of strengthening digital accessibility. By combining secure payments with automated support features inside a single platform, the collaboration aims to make the delivery of telecom services more responsive and efficient. Representatives from Telenor, PayFast and EOcean noted that the move reflects an increasing focus on embedding digital services in everyday channels where customers already spend their time. They added that integrating telecom billing within WhatsApp contributes to a more connected digital ecosystem and supports the national goal of expanding access to convenient and reliable digital services.
As the service expands, the organizations expect that more telecom customers will adopt this method for bill payments due to its ease of use, secure verification and familiarity. The participating partners said they remain committed to enhancing the experience through additional features and improved support capabilities, reinforcing efforts to broaden Pakistan’s digital payment landscape and strengthen user engagement across the telecom sector.
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