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CUSTOMER CARE
How can we help you today?

Emirates NBD has become one of the biggest and best banks in the region with the input of our valued customers and we continue to hope that you will share your thoughts with us.

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QUICK SERVICE RESOLUTIONS
Frequently Asked Questions

At Emirates NBD, we endeavor to make your banking experience effortless and seamless. We have listed an easy reference to some of the most frequently asked questions about our most common transactions.

Account

Account

 
  • To open an account, visit any Emirates NBD Branch with your passport (with UAE residency visa), Emirates ID and salary certificate. Your account will be opened in up to 2 working days.
  • Change your registered address by visiting Emirates NBD Branch. You will be requested to fill in Address Change Form and present original passport or Emirates ID. This change will require 2 working days to process.
  • Instantly update your registered P. O. Box or email via your Online Banking or Mobile App.
  • Instantly update your registered mobile number via our ATMs with your debit card.
  • Set Standing Order (account to account transfers) via Online Banking instantly. You can also visit our branch to fill out a Standing Order Form and present original passport or Emirates ID. Your request will take up to 2 working days top process.
  • View your account balance or statements instantly via your Online or Mobile banking. Or simply send message to 4459 from your registered number to receive a call back (text “BAL” for last five transactions or “STMT” for statements)
Debit cards and Credit cards

Debit Cards and Credit Cards

 
  • Block and unblock your debit or credit card instantly through Mobile Banking App Security Center.
  • Settle your credit card payments via Online or Mobile Banking App instantly.
  • In case your debit or credit card does not work or you are not receiving your transactions SMS regularly, call 600 54 0000.
  • In case you are not receiving authorization code through SMS for initiated transaction in time, which is dependent on telecom operators, apply for Smart Pass through Mobile Banking App Security Center.
Cheques

Cheques

 
  • Request new cheque book via your Online or Mobile Banking, or ATM. We will deliver it to you within 3 working days.
  • Address your cheque clearance related challenges to us at 600 54 0000.
    You will be requested to provide the cheque number, amount and date of transaction. We will update you on the status of your query within 2 working days.
ATMs

ATMs

 
  • If upon cash withdrawal or deposit at our ATM your funds were not dispatched or credited to the account, call 600 54 0000.

    Please keep your transaction machine receipt for easy reference. In case receipt is not available, advise us specific machine location. You may check exact ATM location through your Mobile Banking App. We will get back to you within 5 working days.
    To know more, watch videos on our ATM functions via our YouTube channel.
Outward Remittance / DirectRemit

Outward Remittance / DirectRemit

 
  • If you have any queries related to DirectRemit, check out our FAQ on emiratesnbd.com.
    In case additional information is required to process your remittance, we will proactively get in touch with you.
    If your remittance was not processed within 24 hours of the value date and does not fall within beneficiary bank holidays, please call 600 54 0000.
  • How can I apply for a 0% Instalment Payment Plan on my Credit Card?

    You can instantly convert your purchase to 0% Instalment Payment Plan through any one of our convenient channels - Online Banking, Mobile Banking or at Point of Sale:

  • Are there any fees to apply for a 0% Instalment Payment Plan on my Credit Card?

    Fees are applicable and determined by the bank for that period. It will be specified and you will be notified at the time of application. However you can click here for the generic schedule of charges.

  • What information/ documents do I need to provide to open an account?

    Documents required for individuals*:

    • Copy of passport(s) and original passport(s) for validation
    • Sponsor's letter of no objection
    • Salary Certificate (in case of salary transfer accounts); in the absence of a Salary Certificate, any one of the following documents may be obtained:
      • Appointment Letter / Contract Copy
      • Pay slip (< 3 month old)
      • Consolidated letter from HR for bulk accounts
      • Most recent statement of account where customer's salary is being transferred

    Documents required for non-individuals*:

    • Commercial/Federal registration certificates (wherever applicable)
    • Certificate of commencement of business (for Joint Stock Companies)
    • Not applicable for company under formation
    • Power of Attorney, if applicable
    • Passport copies of the authorized signatories
    • BOD resolution specifying the titles/designations of officials authorized to open/operate the account and the extent of their authority and the manner to operate the account
    • Memorandum and Articles of Association to ascertain the period of company
    • For public shareholding companies – a list of names and addresses of shareholders where share holdings exceed 5% shall also be submitted

    *additional documents may be required as per Bank policy

  • How do I request for a cheque book?

    Cheque book can be requested through online banking, mobile banking, IVR, ATMs and branches.

  • What are the eligibility criteria for New to Country/New to Employment loan?
    • Minimum Salary requirement: AED 10,000
    • Loan up to AED 500K
    • Maximum DBR 50%
    • Maximum Tenor: 48 months
    • Maximum Multiple: 18 times
    • ZERO LOS, first salary to be credited
    • Age: 21 to 60 years as per Gregorian calendar.

     

  • What do I need to do before I use my Debit Card for the first time?

    You should activate your Debt Card and generate your card PIN before first use. Please refer to the section "Activating your Debit Card". After successful activation, you are ready to start using your card at supermarkets, restaurants and other establishments around the world.

  • What lifestyle benefits can I avail with Emirates NBD Diners Club Credit Card?

    Cardholders can avail a host of benefits through their Diners Club Credit Card

    • Airport Lounge
      Unlimited complimentary Airport lounge access worldwide
    • Global Privileges
      Your Emirates NBD Diners Club Credit Card entitles you to exclusive savings on travel, dining, entertainment, and much more in a global setting. Click here and select a destination to get started
    • Bon Appétit - An exclusive dining experience
      Up to 30% at over 2,000 restaurants across the UAE, Middle East and Europe

     

  • What is DirectRemit?

    It is an innovative remittance service provided by Emirates NBD which allows customers to do instant money transfers to their home country for free.

  • What is the minimum amount which customers can transfer via DirectRemit?

    An equivalent of AED 100 in their respective home currency.

  • How much of my credit limit can I use for Cash Advance transactions?

    You can get cash advances totaling up to 50% of your credit limit. You can avail cash advance facility through ATM machines. Online Banking and Mobile Banking platform. Cash Advance Fee is applicable for availing this facility. This fess is charged to the Card account on each Cash Advance transaction as specified in the Credit Card service and price guide/schedule of fees & Charges or as determined by the Bank subject to the Bank's sole discretion and subject to changes from time to time and updated on the website emiratesnbd.com/cards.

  • How can I apply for a 0% Instalment Payment Plan on my Credit Card?

    You can instantly convert your purchase to 0% Instalment Payment Plan through any one of our convenient channels - Online Banking, Mobile Banking or at Point of Sale:

  • Are there any fees to apply for a 0% Instalment Payment Plan on my Credit Card?

    Fees are applicable and determined by the bank for that period. It will be specified and you will be notified at the time of application. However you can click here for the generic schedule of charges.

  • What information/ documents do I need to provide to open an account?

    Documents required for individuals*:

    • Copy of passport(s) and original passport(s) for validation
    • Sponsor's letter of no objection
    • Salary Certificate (in case of salary transfer accounts); in the absence of a Salary Certificate, any one of the following documents may be obtained:
      • Appointment Letter / Contract Copy
      • Pay slip (< 3 month old)
      • Consolidated letter from HR for bulk accounts
      • Most recent statement of account where customer's salary is being transferred

    Documents required for non-individuals*:

    • Commercial/Federal registration certificates (wherever applicable)
    • Certificate of commencement of business (for Joint Stock Companies)
    • Not applicable for company under formation
    • Power of Attorney, if applicable
    • Passport copies of the authorized signatories
    • BOD resolution specifying the titles/designations of officials authorized to open/operate the account and the extent of their authority and the manner to operate the account
    • Memorandum and Articles of Association to ascertain the period of company
    • For public shareholding companies – a list of names and addresses of shareholders where share holdings exceed 5% shall also be submitted

    *additional documents may be required as per Bank policy

  • How do I request for a cheque book?

    Cheque book can be requested through online banking, mobile banking, IVR, ATMs and branches.

  • What are the eligibility criteria for New to Country/New to Employment loan?
    • Minimum Salary requirement: AED 10,000
    • Loan up to AED 500K
    • Maximum DBR 50%
    • Maximum Tenor: 48 months
    • Maximum Multiple: 18 times
    • ZERO LOS, first salary to be credited
    • Age: 21 to 60 years as per Gregorian calendar.

     

  • What do I need to do before I use my Debit Card for the first time?

    You should activate your Debt Card and generate your card PIN before first use. Please refer to the section "Activating your Debit Card". After successful activation, you are ready to start using your card at supermarkets, restaurants and other establishments around the world.

  • What lifestyle benefits can I avail with Emirates NBD Diners Club Credit Card?

    Cardholders can avail a host of benefits through their Diners Club Credit Card

    • Airport Lounge
      Unlimited complimentary Airport lounge access worldwide
    • Global Privileges
      Your Emirates NBD Diners Club Credit Card entitles you to exclusive savings on travel, dining, entertainment, and much more in a global setting. Click here and select a destination to get started
    • Bon Appétit - An exclusive dining experience
      Up to 30% at over 2,000 restaurants across the UAE, Middle East and Europe

     

  • What is DirectRemit?

    It is an innovative remittance service provided by Emirates NBD which allows customers to do instant money transfers to their home country for free.

  • What is the minimum amount which customers can transfer via DirectRemit?

    An equivalent of AED 100 in their respective home currency.

  • How much of my credit limit can I use for Cash Advance transactions?

    You can get cash advances totaling up to 50% of your credit limit. You can avail cash advance facility through ATM machines. Online Banking and Mobile Banking platform. Cash Advance Fee is applicable for availing this facility. This fess is charged to the Card account on each Cash Advance transaction as specified in the Credit Card service and price guide/schedule of fees & Charges or as determined by the Bank subject to the Bank's sole discretion and subject to changes from time to time and updated on the website emiratesnbd.com/cards.

  • What is Payment Hierarchy and what order payments are made to my Credit Card?

    Payment hierarchy is an allocation of payment on your Credit Card account. It means that when you make a payments to your Credit Card, the payment hierarchy tells the bank which component of your Card outstanding (fees, interest, principal amount, installment plans etc.) to pay off first.

    Any payments made to the card shall be applied in the following order of payment:

    • Fees & Charges
    • Installment Plans
    • 0% DAC
    • Cash Advance
    • Retail Purchase transactions
    • Current transactions
    • 0% Balance Transfer

     

  • When and how is Annual Membership fees charged for my Credit Card?

    The annual membership fee is charged on your Credit Card on the Card anniversary date.

  • Can I use the GlobalCash Card again?

    Yes. Cardholders can load different currencies onto the GlobalCash depending on where they are going. The card is reloadable, so they can use it for all their trips.

  • Can I reduce or increase the tenure of an existing Installment Payment Plan on my credit card?

    The flexibility of reducing or increasing the tenure of an existing Installment Payment Plan is not available.

  • What documents do I need to submit to fulfill KYC requirements?

    We will be in touch with you from time to time to inform you regarding KYC document(s) requirement.

    Based on the communication you receive from the bank, you may need to submit, some or all of the following documents according to your category:

    Individual Customer

    • Latest Emirates ID
    • Passport
    • Visa
    • Proof of Residential Address (Utility bill or other bank statement from last 3 months or Valid Tenancy Contract (Ejari))
    • FATCA self-declaration Form

     

    Entity / Organization / Company

    • Emirates ID Card for all shareholders with >5% holding
    • Passport for all shareholders with >5% holding
    • Visa for all shareholders with >5% holding
    • Proof of Operating Address in UAE (Utility bill or other bank statement from last 3 months)
    • Trade License or Certificate of incorporation
    • Memorandum & Articles of Association
    • Resolution of the Board of Directors to open an account and identification of those who have authority to operate the account
    • FATCA self-declaration Form

     

  • What is the LoungeKey Program?

    LoungeKey is an Airport Lounge benefit that offers access to over 500 premium airport lounges in more than 300 cities worldwide, irrespective of the airline or travel class.

  • What are the main requirements to avail a Personal Loan with Emirates NBD?

    The following are the requirements to avail a Personal Loan with Emirates NBD

    • Your salary should be transferred to Emirates NBD
    • Your employer must be on the Emirates NBD's Approved List of Employers
    • Basic literacy and a UAE Residency Status
    • Your age must be a minimum of 21years

    The following are the requirements to avail a Personal Cash Loan with Emirates NBD

    • Your salary should be transferred to Emirates NBD with 6 months banking relationship
    • Applicable for customer working in companies outside of the Approved List of Employers
    • Basic literacy and a UAE Residency Status
    • Your age must be a minimum of 21years

     

  • How do I earn Plus Points on my Credit Card?

    Use your Emirates NBD Credit Cards for all your domestic and international retail spends to earn Plus Points. The number of Plus Points that you will be awarded depends on the type of Card and purchase you make. Please visit www.emiratesnbd.com/cards to get more information related to Points accrual rate on respective Credit Card.

  • What payment benefits are covered under Protect Plus insurance through my credit card?

    Protect Plus payment benefits against each coverage are as follows:

    Protect Plus Coverage Benefits
    Job loss cover
    (Involuntary Loss of employment)
    Protect Plus enables you to pay a monthly sum equal to 10% of your Credit Cards outstanding balance payment for 12 months. Subject to of AED 4000 per month.
    Flat Accidental Death benefit Protect Plus will payout up to AED 200,000 to designated beneficiary of the Credit Cardholder in case of Primary Cardholder's death due to an accident
    Death Protect Plus will pay out your Emirates NBD Credit Card Outstanding Balance payment up to AED 100,000 per primary Credit Card with aggregate maximum limit of AED 300,000 per Credit Cardholder
    Permanent Total Disability Credit Card outstanding balance payment up to AED 100,000 per primary credit card with aggregate maximum limit of AED300,000 per Credit Cardholder
    Critical Illness Credit Card outstanding balance payment up to AED 100,000 per primary credit card with aggregate maximum limit of AED 300,000 per Credit Cardholder
    Hospital Cash Benefit In the event of Hospitalization due to an accident exceeding a continuous period of 48 hours, Credit Cardholder is eligible for Cash Benefit of AED 100 every day for maximum of 30 days in a year.
  • What is the minimum monthly average relationship balance required for a Standard Current Account?

    The customer has to maintain a minimum monthly average relationship balance of AED 3,000

  • How do I open a Standard Savings Account?

    To open an account, visit any of our branches or visit our website to apply for a Standard Savings Account.

  • Is there a minimum opening balance for Standard Savings Account?

    There is no minimum amount to open the account; however, a minimum average monthly balance of AED 3,000 has to be maintained in the account to avoid charges.

  • Is there a minimum balance to be maintained to receive the interest?

    Interest is calculated on the basis of balance maintained in the account. A minimum average monthly balance of AED 3,000 has to be maintained in the account to avoid charges.

  • How is the interest calculated on my Standard Savings Account?

    Interest is calculated on the minimum monthly balance and is credited half yearly in to the account.

  • How do I perform a Telegraphic Transfer (Local/ International)?

    Multiple banking channels are enabled for Telegraphic Transfer including Emirates NBD branches, Online Banking, and ATMs. IVR can be used only for registered beneficiaries.

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For generic queries,
lost card and Online Banking:
+971 600 54 0000

We have more than 90 branches in the UAE. Come visit us!

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Priority Customer Services:

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+971 4 316 0333 (for outside the UAE)

Collection Related Queries:

+971 600 540040
+971 4 327 2996

Address

For all general postal enquires, please write to:
Emirates NBD Bank
P.O. Box 777
Deira, Dubai
United Arab Emirates

 

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