Balance

What is Balance? How do I get started with Balance? What privileges do I get with Balance?

Where can I download Balance?

You can download Balance for free using a compatible iOS device from the Apple App Store. We support all iPhones with iOS 14 and later.

What are the requirements for using Balance?

There are five main requirements for using Balance:

You must be physically located in the UAE.
You must have a valid Emirates ID.
You must have a registered phone number to receive SMS/text messages (this phone number cannot be associated with another Balance account).
You must have an active bank account and/or debit/credit card in the UAE.
You must be at least 18 years old.

How do I find my contacts on Balance?

Open Balance.
Under “Transfer to people” on your Home Screen, tap “Find” (first option on the left).
Type your contact’s name or username into the search bar.
Your contacts need to have an active account to be searchable.

Where can I download Balance? What are the requirements for using Balance? How do I find my contacts on Balance?

Why do I need to verify my identity? How do I verify my identity on Balance? How safe is my personal data? Can I verify my identity with both old and new Emirates ID formats? Can I verify my identity on several Balance accounts? Can I use my Emirates ID on multiple accounts/on someone else's account? How long does it take to be verified? What if my identity verification fails? Will I be able to send or receive funds before my identity is verified? Why is my account suspended?

How do I contact Balance Support? Can I update my registered phone number? Can I update my Balance Key? Can I use an old Balance Key? Can I enable Face ID/Touch ID to access Balance instead of a passcode? Can I use the same account on a new device? How do I delete my Balance account? Can I reopen an account after closing it? Why have I been logged out of my account? What do I do if I have lost access to my phone number? How do I unblock Balance after regaining access to my lost phone number?

Adding Debit and Credit Cards

How do I add my debit/credit card to my Balance account? Which cards can I add on Balance? Why am I not able to add my debit/credit card? How can I remove a debit/credit card from my Balance Wallet? Can I edit the debit/credit card details of a card I have already added to my Balance Wallet? Why was I charged 1 AED after adding a new debit/credit card? I was charged for an unknown transaction. How many debit/credit cards can I add to my Balance Wallet? What happens if my debit/credit card expires?

Using ApplePay as a source of funds

Why is ApplePay not showing up as a source of funds in my Balance Wallet?

Adding a bank account as a source of funds

How do I add a bank account to my Balance Wallet? Which banks are accepted on Balance? How can I add my sub accounts to my Balance Wallet? What is the cooling period for adding a new bank account? How do I remove a bank account from my Balance Wallet? Why am I unable to add a specific bank account?

Adding money through cards

How can I add money to my Balance Wallet using a debit/credit card? What are the monthly transaction limits of my debit/credit cards on Balance? What if I face an error while adding money to my Balance Wallet? Where can I check my transaction history of money I have added to my Balance Wallet?

Adding money through a Bank account

How can I add money to my Balance Wallet using a bank account? Will there be a cooling period before adding money from a new bank account? Is there a top up limit for adding money from a bank account? Will I be able to choose to add money from a sub account of my main bank account?

How do I cash out my Balance Wallet credit to my bank account?

I am unable to generate a QR code How do I use my QR code to pay a bill? How do I add a friend using a QR code? How do I generate my QR code for a friend to add me on Balance?

How can I send money to someone through Balance? Can I send money to a friend in another country? What happens if I send money to the wrong person? Are there any fees when transferring money on Balance? Can I send money to a friend who is not registered and active on Balance? What will happen if I decline a money request from a friend?

Where can I pay with Balance? How do I refund an item when I paid with Balance? How can I dispute a payment transaction at a business? Will I be refunded right away when I dispute a transaction? Will Balance transactions appear on my debit/credit card or bank statement? The transaction was declined on Balance, but I was charged, what should I do?

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