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Frequently Asked Questions
Your e-statement password is made up of the last four digits of your account number. 101XXXXX1234 followed by the day and month of your date of birth 01-02-1989 (DDMM). When you are prompted for password, the 8-digit password to be entered: 12340102.
You can update your mobile number or email address through:
FAB Mobile - From the Home screen, tap the menu on the top right corner. Tap 'Edit Profile' and select the 'Personal Details' tab to to edit your information such as mobile number, email address and home address
Online Banking - Select 'Services', go to 'Other Services' and click on 'Update Mobile Number'
You can update your Emirates ID through:
FAB Mobile - From the Home screen, tap the menu on the top right corner. Go to the 'Edit Profile' option and select the 'Documents' tab. Tap 'Add a new document' and choose 'Emirates ID' from the menu to upload your new document
Online Banking - Select Profile name, and choose the 'Documents' tab to upload your new Emirates ID
You can update your Passport or Visa information through:
FAB Mobile -From the Home screen, tap the menu on the top right corner. Go to the 'Edit Profile' option and select the 'Documents' tab. Tap 'Add a new document' and choose 'Passport' from the menu to upload your new document. You can do the same for Visa
Online Banking - Click on your Profile name and select 'My Documents'. From here, select 'Add New Document', choose 'Passport' from the drop down menu and upload the document. You can do the same for the Visa
You can get your IBAN number through:
FAB website - Use our IBAN Generator tool
FAB Mobile -Find your IBAN number under your account details on the Home Page
"Dormant" is a status of the account which becomes effective when the account holder has had no financial or non-financial transactions and has had no contact with the bank for a period of three years. A customer’s account status is changed into “Dormant” and becomes inactive. “Dormant” account status is applicable at individual account level.
For example: If you have a single or multiple account(s) and there has been no transactions/contact for a period of three years, then the Customer and respective account(s) will be considered "Dormant”.
Examples on Non-financial transactions: Balance Inquiry via ATM, Successful login to Internet banking/Mobile banking, Authenticated calls to Contact Centre - PIN verified calls through Integrated Voice Recording (IVR).
Please note that, “Dormant” is a status which is applied to the accounts that meet the relevant criteria of no financial/non-financial transactions and no contact with the bank as explained above. Any other products, services including any joint accounts would not be impacted unless they become “Dormant” on their own.
When an account turns into “Dormant” status, access to these accounts will be restricted, including preventing withdrawal. Customer would need to contact the Bank and complete the Bank’s Identification and Verification (ID&V) processes in order to get the account status into “Active” before any transactions can be carried out, including balance inquiry.
Once the account status is changed into “Dormant” following a no financial/non-financial and no contact period of three calendar years, the accounts would be subject to a review by the Bank at the end of a further two-year period. At the end of five calendar years in total, if the customer has had no contact with the Bank and/or the account remains unclaimed, the account will be subject to review and closure. Any unclaimed funds will be transferred to the Central Bank of UAE as per the regulatory obligations of the Bank under the Dormant Account Regulation 2020, Article 8.
Yes, a communication is sent three months prior to the account being marked as “Dormant”.
Yes, a communication is sent once the account is turned into “Dormant” status.
Please contact our Call Center at 600 52 5500, or your Branch or Relationship Manager to follow the necessary process to re-activate your account status.
Please contact our Call Center at 600 52 5500, or your Branch or Relationship Manager to follow the necessary process to re-activate your account status.
After the account closure, an account closure confirmation letter and the statement will be printed and sent to you within seven business days from the account closure date. If you have opted for an e-statement, an e-statement along with account closure confirmation letter will be sent immediately after account closure to your email address registered with FAB.
You need to raise a separate request for a liability letter. You can do this by calling our contact center on 600 52 5500, visiting your nearest branch, or on the FAB Mobile app.
You will be informed by SMS and/or email (as applicable) that the account closure request is processed. After the account closure, you will receive an account closure confirmation letter and statement via e-mail or mail (depending on the option you selected for account statements delivery).
You can easily sign up for FAB products on:
FAB Mobile - On the Home screen, tap the menu on the top right corner. Select 'Apply for a new product' under 'Projects Manager'
Yes! As a FAB customer you and your family can take advantage of several delicious deals on dining. Enjoy everything from fast food to gourmet cuisine at your favourite eateries. Select from an endless array of restaurant offers and dining discounts by filtering through the “Dining” category.
To raise a dispute, download and complete the forms below and email it to us here.
Note:
1. Complete all information on the form including the dispute reason.
2. You can dispute the transaction within 60 days from the transaction date.
3. All forms must be opened with Adobe Reader.
The voice biometrics technology is equipped with Liveness Detection Technology which is capable of detecting recordings of previously heard voice utterances. In such scenarios, the system will prompt you to say another phrase (over and above the Voice Passphrase) for additional checks. We encourage you to take precautions against having your voice recorded to minimize the chances of someone else misusing the voice recording.
No, there are no fees for using the service.
The Virtual Agent has inbuilt intelligence to understand the nature of service you require and route to a relevant channel such as self-service or a Customer Service Agent.
One of our staff will be on hand to help. If you cannot complete your transaction on the self-service machines, then our staff will help manage the request through digital channels including the FAB Mobile app or Online banking.
If you don’t have the mobile app, then our staff will help you download and register for the app and show you how to use it.
If the transaction cannot be done on the app or online banking then our staff will direct you to the nearest branch with full teller services.
Whether it’s a one-time or a recurring transfer, you can set it up easily and conveniently on FAB Mobile:
Enter your Customer ID number / debit / credit card number
Enter the One Time Password (Split OTP) – 3 digits sent to your registered mobile number and 3 digits sent to your registered email address (in a password protected PDF attachment)
Create a new password
To see a short video on the Online Banking service, please click here.
You can download e-statements that are 12 months old through:
FAB Mobile - Go to the 'Cards' tab, select the card and scroll down to 'Download E-statements' tab.
Online Banking - Select 'Credit Cards', then select the card and click on 'Download Statement' tab.
For statements older than 12 months, please visit your nearest branch.
Please call our 24-hour contact centre at 600 52 5500 immediately to report any fraudulent or suspicious activity on your account or card.
Our team will be happy to assist you with any enquiries or requests related to your Payit Account. Please write to payitsupport@payit.ae.
You can update your mobile number or email address through:
FAB Mobile - From the Home screen, tap the menu on the top right corner. Tap 'Edit Profile' and select the 'Personal Details' tab to edit your information such as mobile number, email address and home address
Online Banking - Select 'Services', go to 'Other Services' and click on 'Update Mobile Number'
You will be able to use your Voice Password for verification as long as your voice is not severely affected by the illness. However, if you are unable to use your Voice Password due to illness or noisy conditions, the IVR will offer you the conventional method of authentication (card no & PIN).
Yes, you will be able to use your Voice Password two hours after you enroll. There is a cooling time of two hours to ensure security of the Voice Print enrolled. If you care calling back within the two hour cooling period, you can use your card number and Card Pin for verification and access phone banking services.
At the end of each inquiry, you can ask the Virtual Agent to “Repeat” the information to hear it again before you move on to the next service or inquiry.
The Virtual Agent uses secure multifactor authentication through voice biometric recognition. You simply call the IVR from your registered mobile number and say “My voice is my password” to continue conversing with our virtual agent. To register yourself for voice biometric, please click here.
Please call our Telephone Banking Services on 600 525 500.
You no longer need to navigate menu system to access the information within the IVR. You simply need to state the reason for your call and our Virtual Agent will understand and provide you with the respective solution.
The Virtual Agent is powered by Artificial Intelligence and utilises a combination of Machine Learning and Natural Language Understanding to get a sense of your word choices and infers their intent by examining the context of the call. Its Machine learning capabilities becomes more intuitive the more you interact with it. So, go ahead, experience the virtual agent who is ready to help you find answers and direct you to the right solutions.
The best way to stay updated on all of our exciting offers is to regularly check our website or FAB Mobile app so that you don’t miss a thing. Make sure your contact details are up to date with us, so that you can receive our latest news, offers and promotions via SMS, EDMs and push notifications.
Download the FAB Mobile app on the Apple App Store
, Google Play Store
, or Huawei App Gallery, and browse through all of the FAB credit card offers, from any place, at any time.
Go to the FAB Mobile login screen, tap the 'Forgot PIN' option and follow the steps to instantly unlock your mobile banking access.
Make sure that you've updated your email ID and mobile number to allow us to send you the verification codes. You can update your information under the 'Personal Details' tab in your profile.
To make things easier, we have increased your transfer limits to:
Transfer type
Limit
Transfer Money within own accounts through internet / mobile banking
Unlimited
Transfer Money within FAB through online and mobile banking
Personal Banking & Business Banking customers: AED 100,000
Elite customers: AED 200,000
Transfer Money within UAE through online and mobile banking
Transfer Money Outside UAE through online and mobile banking
You can transfer up to AED 100,000 per day. However there are additional transaction limits and monthly limits that may be applicable. Learn more here.
You can apply for an Easy Payment Plan through:
FAB Mobile - From the Home Page, go to the 'Cards' tab and select option 'Easy Payment Plan'.
Online Banking - Select your card under 'Credit Cards' tab, then go to the transaction list and select option 'Convert Now' for eligible transactions.
Yes. As a valued member of our FAB family you can enjoy numerous travel and hotel offers. Get everything from deals on bookings, to beach access, resort discounts, dining discounts at various hotels as well as discounted hotel stays and more. Browse our travel and hotel offers by filtering through the “Travel & Hotels” category.
For all those shopping enthusiasts out there – FAB has you covered. FAB partners with fashion and retail outlets to give customers some great value and lots of stylish deals. Browse through our list of fashion and retail offers by filtering through the “Fashion & Retail” category, or through our “Merchants” list.
We are upgrading our ATMs and Cash Deposit Machines (CDMs) for a quicker and better experience, which will include:
The option to update your mobile number, email or Emirates ID details at our ATMs
Contactless ATMs so you can just tap your Visa or Mastercard card for a quicker, more secure transaction –you will not need to insert your credit or debit card
Emirates ID verification for cash deposit transactions by inserting your Emirates ID into the ATM/CDM’s card reader when prompted
AED 1000 notes available for withdrawal
The option for non-FAB customers to change and unblock their VISA PINs at a FAB ATM
Displaying the exact amount required to reload a prepaid card
Other FAB ATM/CDM features:
Cash withdrawal
Cash deposit to account
Cheque deposit
Balance enquiry
Mini statement
Credit card payment
Making utility bill payments to AADC, ADDC, DEWA, Du, Etisalat, FEWA, SALIK, SEWA
Our ATM/CDM network is undergoing an upgrade to provide you with enhanced services and functionality. The upgrade will take place from August to November 2021.
During this time, the FAB Mobile app can help you find the nearest available terminal and assist with your banking needs.
We have selected the following branches in the UAE for this new initiative.
Here is the list of locations where new branches are available:
Branch Name
Emirate
ZADCO Cash Office
Abu Dhabi
ADIA Cash Office
Abu Dhabi
ADCO Cash Office
Abu Dhabi
ADAT Cash Office
Abu Dhabi
Masdar City
Abu Dhabi
Boutik Mall – Reem Island
Abu Dhabi
Al Maqam
Al Ain
Motor City
Dubai
Mirdif
Dubai
Dubai Parks & Resorts, Riverland Park
Dubai
Dragon Mart
Dubai
Meadows
Dubai
Jumeirah Plaza
Dubai
Al Nad - Al Qassimiya
Sharjah
Kalba
Sharjah
Etihad Airways HQ
Abu Dhabi
Yes, we will have at staff on hand to help, including a Customer Service Officer and a Branch Manager.
You can apply for Balance Transfer through:
FAB Mobile - From the Home Page, select the 'Cards' tab , and scroll down to option 'Balance Transfer'.
Online Banking - From the main page, select 'Services' tab under Credit Cards, and then select option 'Balance Transfer'.
You can apply for our Quick Cash service through:
FAB Mobile: From the Home Page, select 'Cards' tab and scroll down to 'Quick Cash' tab.
Online Banking: Select 'Services' and under 'Credit Cards', click on 'Quick Cash' tab.
The new Online Banking service provides you with a wide range of features, including:
View and download your account/credit card statements
View unbilled transactions for debit cards and credit cards
Requesting new cheque books
Debit card and credit card activations and PIN resets
Updating your personal details such as Emirates ID details, account / credit card email address and mobile number
Fund transfer service (within own accounts, other FAB accounts, other banks within the UAE, international transfer, SMS cash transfer, credit card payments and charity)
Instant and automatic utility bill payments to AADC, ADDC, DEWA, du, Etisalat, FEWA, SALIK and SEWA
Set up future dated and recurring money transfers
Apply for other banking products
Beneficiary creation and payments
Instant remittance transfers with live foreign exchange rates to India
A single view of your investment portfolio, including mutual funds
Instant charitable donations
Convert your eligible credit card transactions into an easy payment plan
Instant processing of credit card balance transfers and quick cash requests
Requesting loan payment deferrals
Instant iSave account opening
Instant term deposit booking
Available in English and Arabic
Our main Customer Contact Centre number is now 600525500.
The Customer Contact Centre number for Private Banking and Elite clients is now 80040000. All other customer contact centre numbers remain the same.
The regular opening hours for the branches stay the same.
The password for your credit card e-statement is your year of birth - 1989 followed by the last four digits of your registered mobile number - 050-1234567 (DDMM). When you are prompted for password, the 8-digit password to be entered: 19894567.
In order to fully take advantage of FAB’s great offers, you need to hold one of FAB’s credit or debit cards. Thinking of joining FAB? Take a look at all of our credit cards to find the ones that are best for you.
Find a credit card
The Virtual Agent can provide you with additional services after completing your original service request.
For example, after credit card balance, you can request for statement, by simply saying I need my credit card statement, then move on to activate your new credit card or block a card on a single call.
You can update your Passport or Visa information through:
FAB Mobile - From the Home screen, tap the menu on the top right corner. Go to the 'Edit Profile' option and select the 'Documents' tab. Tap 'Add a new document' and choose 'Passport' from the menu to upload your new document. You can do the same for Visa
Online Banking - Click on your Profile name and select 'My Documents'. From here, select 'Add New Document', choose 'Passport' from the drop down menu and upload the document. You can do the same for the Visa
You can update your Emirates ID through:
FAB Mobile -From the Home screen, tap the menu on the top right corner. Go to the 'Edit Profile' option and select the 'Documents' tab. Tap 'Add a new document' and choose 'Emirates ID' from the menu to upload your new document
Online Banking - Select Profile name, and choose the 'Documents' tab to upload your new Emirates ID
Yes, this has been updated, please listen carefully before making a selection.
You will have access to self-service machines and digital channels for your everyday banking transactions. Using our digital in-branch services, you can deposit, withdraw, remit and transfer your money and cheques. You can also make account requests including new cheque books, statements and updates to your personal details, in addition to other everyday banking transactions through our in-branch machines. For banking on the go, the FAB Mobile app enables you to do your everyday banking anywhere, anytime.
It’s easy. All you have to do to be able to benefit from FAB’s large variety of special offers is hold a FAB credit or debit card. Terms and conditions apply and offers and eligibility vary from product to product.
Click here to know more.
In case your card is lost, stolen or misused, here's how you can block it immediately:
FAB Mobile - Go to the 'Cards' tab and select option 'Block & Replace' from the menu. You can also temporarily freeze your card if you suspect fraudulent activity by selecting 'Freeze card' under 'Cards Management'
Online Banking - Select 'Credit Cards' and select option 'Block Credit Card' below the card details.
Services offered over-the-counter like cash withdrawals, deposits, cheque deposits, fund transfers and more will now be available through digital channels. We have created a new digital in-branch experience designed to better meet your needs and offer you an exceptional customer experience. These new branches will provide a convenient and quick way of completing your everyday banking needs.
With one of the largest networks of branches in the UAE, you are never far away from any of our branches and the dedicated personal service you would expect from the Bank. visit us for all your banking needs.
Network of branches
With a network of over 100 branches, located strategically across the UAE, we are always there to assist you.
Branch opening times
Most of our branches are open from Sunday to Thursday from 8:00 am to 1:30 pm, with many other branches serving you for extended hours.
Facilities and services
Whether you want to open an account, deposit a cheque, pay a utility bill or apply for a mortgage, our branch staff will be happy to assist you.
International branches
With 60 branches across 17 countries including the GCC, Egypt, France, the United States, and the United Kingdom, you can bank on us whether you are living in the UAE or traveling abroad.
Elite Gold and Business Banking
We offer dedicated business banking services at some branches in addition to Elite Gold Lounges at many of our main branches.
For cash deposits, the maximum amount is AED 100,000 or 70 notes.
We have an ‘SMS cash feature’ which means you can make a cash transfer to any mobile number including your own mobile number. The receiver will receive a pin code which is valid for four hours, during which time the cash can be retrieved from any FAB ATM / Cash Deposit Machine by using the mobile number the cash was sent to, and the pin code. FAB Mobile app / online banking users have a single, daily transaction limit of AED 2,000 per day and payit users have a single, daily transaction limit of AED 1,000 per day. Users need to be fully verified.
To cancel your FAB credit card:
Clear the total outstanding /unbilled interest due on your credit card.
Next, contact our 24-hour Contact Centre on 600 52 5500 (within UAE), +971 2 681 1511 (outside UAE) and request the cancellation.
Your debit or credit card will be renewed and delivered by courier before your current card expires.
If your card has expired and you haven't received the renewal card, please call our 24-hour Contact Centre: 600 52 5500 (within UAE), +971 2 681 1511 (outside UAE).
It usually takes up to seven working days for a liability letter and up to five working days for a clearance letter.
To check the status of your liability letter/clearance letter, please call our 24-hour Contact Centre with your Service Request number - 600 52 5500 (within UAE), +971 2 681 1511 (outside UAE).
The SWIFT code for the bank is NBADAEAAXXX.
The cut off time varies for each country. Find more details here.
We process transfers of up to AED 10,000 instantly. For transfers above AED 10,000:
We process requests submitted before 4 p.m. on a working day, on the same day.
We process requests submitted after 4 p.m or on a bank holiday, on the next working day.
We currently offer free Instant Transfers to India, Pakistan, Philippines and Sri Lanka. Learn more here.
You can view and redeem your FAB Rewards on:
FAB Mobile: - Tap the 'Rewards' tab on the bottom right of the Home screen. View your Rewards balance and redeem immediately for cashback, vouchers, Miles, travel, utility payments and more
FAB website: - To find out more about our exciting FAB Rewards programme, click here
Speak naturally!. As an example, if you are calling to enquire about your credit card balance, you can simply say:
“I want to know my credit card balance” or “I want to know my credit card outstanding.” Or “I want my statement to be sent to me by email”.
To register, call 600 525 500 from your registered mobile number with FAB and follow the instructions.
No two voices are the same. Each human voice and extracted voice print is as unique to an individual as a fingerprint. There is an additional built in feature for Second Factor authentication which will be required to make any financial transactions on the IVR (Utility Bill Payment/inter account payments).
Our Voice Password service is a new mode of authentication which allows you to use your voice as a password.
Voice biometric technology is ranked among the strongest authentication method in the industry and will be based out of an Evolving Back Ground Model to enhance voice password security. This technology is less susceptible to threats that affect traditional methods of authentication such as SMS OTP which rely on external factors for authentication.
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