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Frequently asked questions
FAQs
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e&money is the only financial super app you'll ever need!

We aim to revolutionize your digital experience through our innovative financial super app marketplace. You will be able to access a series of financial services such as international money transfers, local transfers, merchant payments, bill payments, gifting, and much more, all in the same application.

Digital Financial Services LLC (“e&money”) is licensed and regulated by the UAE Central Bank to offer stored value facilities and retail payment services.

By registering e&money mobile application, you get instant access to a wallet account and a prepaid card the moment you register—all without any fees and no minimum balance required.

With the e&money app, you can:

  1. Add money to your e&money wallet using various methods, including direct bank transfers, debit/credit cards, Apple Pay, or physically through Payment Machines and agents.
  2. Send money abroad to over 200 countries either to a bank account, mobile wallet, or even as cash pickup.
  3. Send money locally to a mobile number or a bank account.
  4. Manage all your bills and top-up services like mobile postpaid bills and recharge, home utilities, and vehicle and transport-related payments.
  5. Purchase gift vouchers for yourself or for someone else.
  6. Support your favorite charities.
  7. Distribute money while playing a game and surprise your beloved ones!

With your e&money card, you can:

  1. Earn 1% cashback on all card transactions!
  2. Spend anywhere in the UAE and/or globally.
  3. Integrate seamlessly with Apple Wallet, Google Pay, and Samsung Wallet.

Your e&money card works like magic across all online/offline platforms that accept Mastercard globally.

Joining e&money is very easy:

  1. Download the app from: AppStore, Google Play, App Gallery.
  2. Enter your mobile number.
  3. Enter the OTP sent to your mobile number.
  4. Scan the front and back side of your Emirates ID.
  5. Take a selfie so we can verify it’s you!
  6. Complete a short registration form for additional information.
  7. Set your e&money PIN.
  8. Khalas! You’re all set!

e& money has a highly secure backend platform with bank-grade security, verified and licensed by the Central Bank of the UAE. Access to e& money is via your phone and requires a match between your mobile number and your phone. Any change between the two will require reactivation of the account before any transaction can be completed.

In addition, e& money requires authentication at every level of the transaction. At registration, you will need to set a PIN to protect your account. Following that, you can also set up biometric authentication via fingerprint scan and/or face ID.

To join, you need to:

  • Be a UAE resident over 16 years of age.
  • Have a valid Emirates ID.
  • Own a UAE mobile number.

You check all these boxes? Then get ready to experience financial freedom in under a minute!

How to register complaint?

How can I get in touch with e& money?

If our service didn't meet your expectations, please let us know so we can address your concerns promotly. 

For calls within the UAE: 800-392-5538

For calls outside the UAE: +971 800 392 5538

Email us at: support@eandmoney.com

You can also use our live chat feature in the e& money app

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What is next after submitting my complaint?

Once we receive your case, you will immediately receive a unique reference number either by phone or SMS to confirm we have received it.

Our dedicated Customer Care Team will review your complaint and coordinate with the relevant departments to resolve your issue. In some cases, this may require us to work with our external partners to fully address your concern.

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How long does it take to address my complaint?

We’re committed to resolving your complaints as quickly as possible. In some cases, service requests may involve other banks and institutions and can take up to 5 working days or more. If we need more time to fully address your concern, we will send you an SMS update to keep you informed of the progress.

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What happens if I am unhappy with the outcome of the complaint investigation?

You may inform us to reopen your complaint for a second review to ensure the accuracy of the initial assessment. This second investigation will be completed within 5 working days; however, in some cases, it may require additional time, but not more than 30 business days.

If you still believe your issue has not been resolved satisfactorily, you may contact Sanadak, the UAE Ombudsman Unit, by visiting www.sanadak.gov.ae.

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