Balance

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

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?

We are here to help. Please feel free to contact our customer support team available 24/7.

Balance provides you with immediate support via the “Call Us” and “Mail Us” features located in “Profile” on the top left corner of your Home Screen.

You may reach us through email at support@balance.me.

Can I update my registered phone number?

Currently, you are not able to update or change the phone number associated with your account.

Can I update my Balance Key?

Yes, you can change your Balance Key up to one time.

To change your Balance Key, follow these steps:

From the Home Screen, tap your profile picture icon on the top left corner of the page.
Tap on “Profile Details”, select “Balance Key Change”.
Save your changes.

Can I use an old Balance Key?

Currently, you cannot use a previous Balance Key.

Can I enable Face ID/Touch ID to access Balance instead of a passcode?

Yes, simply follow the steps below:

Go to your profile by tapping your picture on the top left corner of the Home Screen.
Toggle ON Face ID to enable Face ID.

Can I use the same account on a new device?

Yes, simply follow the steps below:

Download Balance on your desired device.
Enter your registered phone number.
Receive an OTP via SMS.
Enter the OTP on your new device.
Enter your account passcode.
Enable Face ID or Touch ID.

How do I delete my Balance account?

We're sorry to hear you want to leave.

If you choose to proceed with deleting your account, please follow these steps:

Select your profile picture by tapping on the top left corner of the Home Screen.
Tap “Close Account” to initiate the process.
Ensure there are no pending transactions.
If there are any unsettled transactions, cancel or approve all requests before proceeding.
Please share your app experience with us if you feel comfortable. We treasure your feedback as our key to improvement. At Balance we listen carefully to each user in order to deliver a valuable experience.
Tap “Okay, I am ready”.

Before proceeding, please read the following statements carefully. This action cannot be undone:

Your account will be deactivated and any further transactions will no longer be possible.
Your account cannot be reopened once it is closed.
Your friends will be able to see past transactions with you on their app but cannot make new transactions with you.
If you decide to return to Balance, you will not be able to recover your current Balance Key on your new account.
Tap “Got It” to confirm you have understood the information.
Tap “Confirm” to delete your account or “Exit” if you feel like staying with Balance a little longer.

Wishing you a safe journey ahead!

Can I reopen an account after closing it?

It is not possible to reopen an account after closing it at the moment.

Currently, the best option is to open a new Balance account.

Why have I been logged out of my account?

You may only use Balance on one device at a time. Once you log in on a device, our system automatically logs you out of all others to keep your account secure.

What do I do if I have lost access to my phone number?

You may contact us and request to restrict your account in the situation where you have lost your phone number.

How do I unblock Balance after regaining access to my lost phone number?

You may contact us and reactivate your account in the situation where you have regained access to your lost phone number.

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?

What is Balance?

Download and Registration

Identity Verification

Profile Management

Profile Management

Add Sources of Fund

Add Money

Cashout

QR Codes

Sending and Receiving Money

Pay with Balance at partner stores

Ops!