App / Mobile
Your ek399 account wallet connects directly to Nagad, Rocket and Upay — the same local payment rails you already use on your phone. Every transaction you make is logged in your account history so you can check the reference, match it to your wallet record, and move forward with full visibility.
Opening the deposit counter in your account is the first move. We keep the payment flow short — you pick the wallet, enter the amount, and confirm. Your Nagad, Rocket or Upay app handles the transfer on your side; the ek399 counter picks it up on ours. No third-party redirects, no extra login screens.
Log in and go to your account wallet. Select the Deposit option — the counter opens with the available payment methods listed.
Pick Nagad, Rocket or Upay from the method list. The form adjusts to show that wallet's reference fields and any account-tier minimums.
Type the amount you want to add. Review the summary screen, then confirm. Your chosen wallet app will prompt you to complete the transfer on your side.
Once the transfer clears, your updated account balance appears in the wallet panel. If the balance has not updated, check your account history before contacting support.
When you want to move funds out, head to the withdrawal section inside your account wallet. We ask you to select the payout method first — Nagad, Rocket or Upay — so the form can load the correct fields for that wallet. Enter the exact account number tied to your registered wallet; a mismatch will stall the transfer. The amount you can withdraw and any active limits are shown on the withdrawal form itself.
From your account wallet, select Withdraw. The form loads with the payout methods your account currently supports — Nagad, Rocket and Upay where enabled.
Choose your preferred wallet. Enter the wallet account number exactly as registered. The fields will flag a format error if the number does not match the expected pattern.
Type the withdrawal amount. The form shows the minimum and any ceiling drawn from your account status. Amounts outside that range will not proceed.
After submission you receive a reference number. Keep it. If the payout status does not update within the window shown on screen, quote that reference to support.
Not every account sees the same verification prompt at the same time. What appears in your account area depends on your current status, the payment method you are using and any flags raised during a transaction. We do not publish a fixed document list here because the fields shown in your account are the authoritative source — follow exactly what is displayed, nothing more.
Your account displays the exact fields needed for your current status. Do not assume a document is required — only submit what the form explicitly requests.
If a wallet ownership step appears, the number you enter must match the wallet already linked to your account. A different number will not clear the check.
After you submit the required information, your account area shows a status label. The label updates when the review is complete — you do not need to resubmit.
If a verification prompt is unclear or a status label has not changed in a reasonable time, open the support route inside your account rather than contacting general help.
Your ek399 account supports the local mobile payment rails most commonly used in Bangladesh. Each method appears in both the deposit counter and the withdrawal form once it is enabled for your account. The method list shown at checkout is always the live version — if a method does not appear, it is not currently active for your account tier.
Nagad transfers are available in the deposit and withdrawal sections of your account wallet. Use your registered Nagad number when entering payment details.
Rocket is listed as a payout and deposit option. Your Rocket account number must match the one registered in your ek399 payment profile for transfers to process.
Upay appears in the payment method row when active for your account. Enter the exact Upay number linked to your profile to avoid a mismatch on the form.
Every deposit and withdrawal generates two records: one in your ek399 account history and one in your mobile wallet app. Keeping both in view is the most reliable way to confirm a transfer completed correctly. When the two records agree on amount and reference, the transaction is settled. When they do not, the reference number is the item support needs first.
Every transaction produces a reference number visible in your ek399 history and in your wallet app's transaction detail. Copy and store it immediately after each transfer — this is the key identifier for any follow-up.
Your account history shows a status label against each transaction: pending, processing or settled. If the label in your account does not match what your wallet app shows, note the discrepancy before contacting support.
The history section inside your account wallet lists every deposit and withdrawal in chronological order with amount, method and reference. Use this log as the primary record rather than relying on memory.
Take a screenshot of the wallet confirmation in your Nagad, Rocket or Upay app at the point of transfer. Pair it with the ek399 reference number. If a query arises, these two items are all support needs to investigate.
Account security on ek399 works at several points in the payment flow. The domain check, wallet ownership step, identity review and the published support path each play a distinct role. Knowing where each one sits helps you act quickly if something looks wrong.
Always access your account through ek399. Bookmark the address directly. Phishing pages mimic layout but cannot replicate the domain — verifying the URL before you log in is the simplest safeguard available to you.
We link each payment method to the wallet number you registered at setup. A transfer from a different number triggers a review step. This protects your account from payments being routed to or from an unregistered source.
Certain withdrawal amounts or account changes prompt an identity check drawn from your account profile. The check fields appear inside your account area — follow only what is shown there and do not share your account credentials with anyone.
If a transaction stalls or a security prompt is unclear, the support route inside your account is the correct path. Quote your reference number. We do not ask for passwords or full wallet PINs through any support channel.
These are the questions we see most often from people setting up or managing their ek399 account wallet. If your question is not here, the support route inside your account is the direct line to the team.
Nagad, Rocket and Upay are the verified payment methods on ek399. Open the deposit counter in your account wallet to see which are currently active for your account tier. Only methods listed there are available to you right now.
Check your account history log after completing the transfer in your wallet app. Your balance updates once the payment clears. If the balance has not changed, compare the reference number in your account history against the one shown in your Nagad, Rocket or Upay app.
The withdrawal form displays the minimum and ceiling amounts that apply to your account at the time you open it. We do not publish a fixed figure here because the amount shown in your account is always the live, accurate one for your current status.
Take note of the reference number shown in your account history. Open the support route inside your account and provide that reference along with the withdrawal amount and the wallet method you selected. Do not submit a second withdrawal request for the same amount while the first is still pending.
Verification prompts appear based on your account status or the amount you requested. Follow only the fields shown in your account at that point. Once the check is complete the status label updates and your withdrawal can proceed.
No. The wallet number you use for a deposit or withdrawal must match the one registered in your ek399 payment profile. Using a different number will trigger a review step. To update your registered wallet number, use the account settings section and follow the prompts shown there.