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Is the QR code secure?

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

What to do if my QR code is not working?

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

Can I share my QR code with someone else?

We advise 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 as a gift account - which 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.

Can I refer a friend?

Currently, Al Hilal Bank Digital offers access to a selected group of people. But you will be able to spread the joy and convenience of the app experience with others via referrals at a later stage.

What are the benefits of banking with Al Hilal?

Al Hilal Digital offers a seamless experience in lifestyle and financial services from shopping to bills payments, all in one app. We put the fun in finance with a game that 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 App Store or PlayStore and an active UAEPass to get started. Alterntively, 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 as a gift account; the child will only be able to receive and send funds from/to mother.

What does 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 account will be opened.

What are the benefits of bundle accounts?

Thanks to opening the two accounts the customer is saving time to open additional accounts and is also able to immediately benefit from any promotion related to profit distribution on savings account.

How long does name screening process take?

You will be notified within 48 hours (or 2 working days) 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 UAEPASS App but has never used it, can I use it to onboard?

As a first step you need to complete your register 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

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 time and preferred location. The account will be activated post successful delivery of the debit card and physical verification of 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 call center [600522229]

What is a virtual debit card?

A debit card that is available in the app that can be used in any wallets (Apple PaySamsung Pay) and also on any ecommerce website

Why can’t I see my virtual debit card?

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 virtual debit card?

You can use your virtual debit card wherever wallet payments from mobile are accepted and also for eCommerce transactions where you can type in the card details

Can I withdraw money using Virtual Debit Card

Using virtual debit cards in ATMs is not available yet.

How can I reschedule my card delivery?

Yes, you may reschedule a 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 on 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 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 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 spend target every quarter of the calendar year. Every quarter begins from January. An example in simple illustration as 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 I can 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. However, if by any chance, we do not have a product you desire on our Al Hilal Digital Marketplace, then please let us know and we will try and get it for you. Please call Customer Support at 600522229 or use the live chat on the mobile application from Saturday till Friday 8am - 8pm.

What are my options to pay for an order?

You may use your credit Card, 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?

Stands for Touchpoints, its our loyalty points as explained in the activity table

How to redeem TouchPoints?

You can redeem them to purchase any product on market place or to pay your utility bills

Will I get any bonus points for using Touch points for utility bill payment?

No bonus points will be provided for using Touch points for utility bill payment

Can I transfer to charity with Touch Points?

Yes, you can transfer to charity with Touch Points

What is minimum and maximum utility payment limit?

Minimum utility payment limit can be set to AED 1 and 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, 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 market place and virtual card are also available during onboarding.

Can the child change permission?

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

Does my child need to have a device?

If you would like your child to access market place or the bank account then setup 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 setup the app on my child’s device?

QR code should be used on the child's device (which should be a different device than the parent’s) to setup the app. 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 do transfer/payment?

Yes, you can restrict your child from doing transfer or payment

Can parent change the kids/ teen 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