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Is the QR code secure?

QR code is encrypted and can only be decrypted from the child's device during the setting up of the AHB app.

What to do if my QR code is not working?

Try rescanning the QR code or re-generate the QR code from the parent's device. Go to Family Tab, then Select Child and go to the settings option.

Can I share my QR code with someone else?

We advise you not to share the QR code with anyone else other than the child.

How do I start using my Al Hilal Bank app?

Using the Al Hilal Bank Digital app is easy. First, register on the marketplace in three simple steps. Once done, you can then create an account on the banking platform by providing some additional information - all you need is your Emirates ID and a smartphone!

How old do I need to be to open an account?

You must be at least 18 years of age to open a Savings Account and at least 21 to open a Current Account. For those below 18 years of age, accounts will have to be opened by a natural parent. An account opened by the father will have full functionality. An account opened by the mother, under the grantor principle of Shariah, will be considered a gift account. This means the child will only be able to receive/send funds from/to their mother.

What documents do I need to open an account for my child?

You will be required to submit your child’s Emirates ID and valid Birth Certificate details (in English or Arabic) on the app. These documents will undergo verification upon the delivery of your child’s debit card. In the meantime, their account will be opened with some restrictions.

What are the benefits of banking with Al Hilal?

Al Hilal Digital offers a seamless experience in lifestyle and financial services, from shopping to bill payments, all in one app. We put the fun in finance with a game in which you can interact with your kids to guide them in financial literacy and earn rewards together.

How do I open an Al Hilal account?

Just download the app on the App Store or Play Store and have an active UAEPass to get started. Alternatively, you can scan your Emirates ID and Passport from the app.

What is the eligibility criteria to open an Al Hilal account?

You must be at least 18 years old to open a savings account and at least 21 years old to open a current account. For those below 18, accounts will have to be opened by a natural parent. An account opened by the father will have full functionality. An account opened by the mother, under the grantor principle of Shariah, will be considered a gift account. The child will only be able to receive and send funds from/to the mother.

What does a bundle account include?

The bundle account includes a savings account and a current account. Should you want to opt-out, you can close either one. Both accounts are provided at no fee. There is an option to open an account for your child(ren). If you are between 18 and 21, only savings accounts can be opened.

What are the benefits of bundle accounts?

By opening two accounts, the customer is saving time opening additional accounts. They can immediately benefit from any promotion related to profit distribution on savings accounts.

How long does the name screening process take?

You will be notified within 48 hours (or two working days) of after submitting the application.

What exactly are you verifying with name screening?

Bank operational checks are performed on your ID. In case you have a child, we are establishing the relationship across all our systems.

I have the UAEPASS App but have never used it. Can I use it to onboard?

As a first step, you need to complete your registration on UAEPASS and allow documents such as PP (UAE/GCC only), EID and VISA (Expats only). Once you are a verified UAEPASS customer, you can use the APP to onboard seamlessly on the Al Hilal App.

My documents are expired. Can I use UAEPASS?

No, UAEPASS will not allow document validation if your documents are expired.

What is Common Reporting Standard (CRS) UAE?

To learn more about the Common Reporting Standard in the UAE click here.

How do I get a physical card?

Physical debit cards will be delivered upon successful completion of account opening. You will be able to select the time and preferred location. The account will be activated after the successful delivery of the debit card and physical verification of your Emirates ID.

Can I get a credit card?

We are currently keeping our offering to debit cards, but credit cards will be available at a later stage.

What should I do if my card has been lost or stolen?

You can block your debit card temporarily via the application. If you want to block your card permanently and request a new one, please contact us via live chat or call center.

What can I do if my debit card is not working?

You can either use the live chat on the mobile application to report the issue or contact our call center [600522229]

What is a virtual debit card?

A debit card that is available in the app that can be used in digital wallets. These include Apple Pay and Samsung Pay. Plus, it can be used on any e-commerce website.

Why can’t I see my virtual debit card?

A virtual debit card will be shown on the app only after the EID validation is complete at the time of physical card delivery. Or for child accounts, it could be based on the permissions set by the parent.

Where can I use a virtual debit card?

You can use your virtual debit card wherever wallet payments from mobile are accepted. Plus, you can use it for e-commerce transactions where you can type in the card details.

Can I withdraw money using a Virtual Debit Card?

Using virtual debit cards in ATMs is not available yet.

How can I reschedule my card delivery?

Yes, you may reschedule delivery by calling 04-2854110

How to activate my card?

Once the physical card is successfully delivered, you will get a notification to activate your card. Click on the notification, and you will be taken to the relevant screen. You can also open the app, click on the card tab, and press the activate card button.

How do I get the Welcome Miles on my approved Etihad Guest Credit Card?

The Welcome Miles will be credited onto your Etihad Guest membership upon agreeing and payment of Annual Fees. We will be asking you for the membership number upon card application. The annual fee for a Visa Infinite is AED 2,100, and Visa Signature is AED 1,050

What if I’m not a member of Etihad Guest at the time of application?

An Etihad Guest membership with be automatically created for you by Etihad Airways, and you will receive an email from them.

What is Anniversary Miles?

Anniversary Miles is credited to your Etihad Guest account with Etihad Airways upon payment of the annual fee during renewal. For Visa Infinite, it is 40,000 Miles, and for Visa Signature, it is 20,000 Miles.

What is Bonus Miles, and how does it work?

Bonus Miles are rewards for you upon meeting a spending target every quarter of the calendar year. Every quarter begins in January. An example is shown below:-
For Etihad Guest Visa Infinite with quarterly Bonus Miles of 10,000 Miles

What is Etihad Gold and Silver Status?

It is a Tiered membership of the Etihad Guest membership program that comes with exclusive privileges. Find out more information at https://www.etihadguest.com/en/our-programme/tiers-and-status.html.

What if I’m already at Etihad Gold / Silver Tier status?

Your membership will remain unchanged.

How can I dispute my marketplace transactions/purchases?

You can dispute the transaction either by contacting us on a live chat or by calling a contact center, who will log the complaint.

How many days will it take to get my reward merchandise delivered?

Your reward merchandise will be delivered within 2-7 working days (subject to stock availability).

What should I do if the reward merchandise doesn’t reach me within 2-7 working days?

Please call Al Hilal Bank's Customer Support at 600522229 or use the live chat on the mobile application to check on the status of your order.

What if I want to exchange/upgrade my order?

Once an order has been placed, it cannot be exchanged or upgraded.

What should I do if the delivered item is wrong or damaged?

In the unfortunate event that the order is incorrect or the item(s) damaged, please call Customer Support at 024994400 or reach out on the Live Chat on your App within 24 hours of delivery. Replacements or refunds cannot be processed if we receive the request more than 24 hours after delivery.

Is the Delivery FREE of charge?

The cost of shipping would be included in the total amount. However, it would vary according to the merchandise selected. Please note that applicable taxes, customer fees and charges may be applied by the relevant local government.

How do I look for a product on the Al Hilal Digital Marketplace?

Navigation is easy on the marketplace. Select the category or use the search engine to find the product you are looking for.

I'm not able to find a product. What should I do?

We try and offer the latest products available in the market. If we don't have a product you desire on our Al Hilal Digital Marketplace, then please let us know. We will try and get it for you. Please call Customer Support on 600522229 or use the live chat on the mobile application from Saturday to Friday, 8am - 8pm.

What are my options for paying for an order?

You may use your credit card or debit card or redeem your Touchpoints.

What cards do you accept?

Our payment gateway accepts almost all kinds of credit/debit cards. Visa, Mastercard & Amex

What are TouchPoints?

Touchpoints are our loyalty points, as explained in the activity table.

How to redeem TouchPoints?

You can redeem them to purchase any product on the marketplace or to pay your utility bills.

Will I get any bonus points for using Touchpoints for utility bill payments?

No bonus points will be awarded for using Touchpoints for utility bill payments.

Can I donate to charity with Touchpoints?

Yes, you can donate to charity using Touchpoints.

What is the minimum and maximum utility payment limit?

The minimum utility payment limit can be set to AED 1, and the maximum limit can be set to AED 100k.

How do I convert Touchpoints?

Currently not available, coming soon

How to transfer Touchpoints to someone else?

Currently not available, coming soon

What documents do I need to open an account for my child?

You will require to submit the Emirates ID and valid Birth Certificate (English or Arabic) details on the app. Your documents will undergo verification upon the delivery of your debit card. In the meantime, an account will be open with restrictions.

How can I block my child's access?

You can go to Family tab, select the child and select settings to see the permissions. This will only be available after onboarding the child. Permissions for marketplace use and virtual card are also available during onboarding.

Can the child change permissions?

This child will not be able to change permissions. The controls are only available on the parent’s device.

Does my child need to have a device?

If you would like your child to access the marketplace or the bank account, then set up the app on your child's device. Otherwise, this is not required. You can still open a bank account for your child.

How do I set up the app on my child’s device?

A QR code should be used on the child's device (which should be a different device than the parent’s) to set up the app. The QR code will contain secure information to authenticate the child.

Can I change my child's card limit?

Yes, you can change the limit for the child on the app.

Can I transfer on behalf of my child?

No, you cannot transfer from your child’s account.

Can I restrict my child’s permission to make transfers/ payments?

Yes, you can restrict your child from making transfer or payments.

Can a parent change the child's/ teen's limit?

No, limits are pre-fixed with an option to allow or restrict by parents.

How many days it will take to resolve a complaint?

3 working days

Does my complaint have a unique reference number?

Yes, and it will be communicated with the customer through SMS / Email.

Will you notify me on the complaint resolution progress ?

Yes, and it will be communicated with the customer through SMS / Email.

How can I raise a suggestion?

By contacting Al Hilal call center via telephone call, live chat

What can I do if I am not satisfied with complaint resolution?

You can request to escalate your complaint or reopen the complaint


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