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? 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?

Open the profile of the friend you wish to send money to.
Locate their profile by searching their name, Balance Key, or by scanning their QR code.
Your friend’s profile needs to be verified, indicated by a blue check on their profile image, for the transaction to be successful.
Tap “Send” below your friend’s profile image.
Type in the amount you wish to send.
If you would like, you can add a note to remind them of what the transaction is for.
Tap “Send amount” to finish sending them money.
If the transaction is successful, you will see a screen with the transaction details.
Tap “Done” to exit.

Can I send money to a friend in another country?

Currently, we are only serving residents of the UAE. Invite your friends and family to Balance using the invitation feature.

What happens if I send money to the wrong person?

Once the credit is sent, we cannot reverse the transaction.

Always confirm the profile to whom you are sending money to, before confirming send.

Are there any fees when transferring money on Balance?

No, there are no fees charged to users to send money to people and businesses on Balance.

Can I send money to a friend who is not registered and active on Balance?

No, you may only exchange funds between active and verified Balance accounts.

What will happen if I decline a money request from a friend?

The friend who requested the money will receive the following message:

“John D. has declined your request for AED 10.00. Tap to view”.

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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