Reset your secret questions

Use the website or mobile banking app to reset your secret questions in a few quick steps

Can't remember the answers to your secret questions?

You have two options to change your digital banking secret questions depending on whether you remember the answers to them or not.

If you can’t remember the answers to your secret questions, follow the steps below to reset the questions via Online or Mobile Banking.

If you know the answers, and are just looking to change the questions for security reasons, follow these simple steps instead.

A few things to note:

If you have an active Emirates NBD account, you must use an active debit card linked to the account to reset your questions.
If you only have an Emirates NBD credit card and no account, you can use your credit card.

To authorise the reset, you'll need to use Smart Pass or an SMS authorisation code which we’ll send to your registered mobile number.

The authorisation code is valid for 5 minutes and 3 attempts only. If you fail all three attempts, just switch to Mobile Banking if you’re using Online Banking, or Online Banking if you’re using Mobile Banking.

Tip

If you’re not registered for Smart Pass already, we highly recommend that you do for a smoother digital banking experience in future.

Steps to reset your secret questions

FAQs

How many times can I request an authorisation code to be sent to me?

There is no limit to the number of times you can request an authorisation code, however the code is valid for 5 minutes and 3 attempts only. If you’ve failed all three attempts, you can switch to Mobile Banking if you’ve been using Online Banking, or vice versa.

If you have exceeded the attempts on Online and Mobile banking as well, you can generate a new code at an Emirates NBD ATM or branch, or by calling us on +971 600 540000.

Is there a charge for requesting a new authorisation code?

No.

I don’t have my registered mobile number with me, can I request the authorisation code to be sent to another number?

No, we can only send your authorisation code to your registered mobile number. If you want us to use another number, please update our records with the new number.

What happens if I fail to reset my Online Banking secret questions using authorisation codes from all available means?

In this case, you must visit your nearest Emirates NBD branch with your passport or Emirates ID for identification, and one of our staff will help.

What should I do if I’ve forgotten my existing password or secret question answers?

Don’t worry, you can easily reset your password or secret questions. Just follow the instructions in these articles:

What if I don’t remember my User ID and the answers to my secret questions?

In this case, call +971 600 54 0000 or visit your nearest Emirates NBD branch before 2 pm with your passport or Emirates ID for identification.

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