Hi, how can we *help?*
Got questions? We’ve got answers. Explore our frequently asked questions and how-to videos to find out more about e& money.
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Do you need more support?
How can I get in touch with e& money?
If our service has not met your expectations, please let us know so we can address your concerns promptly.
You can contact us through the following channels:
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
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.
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.
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.
