FAQ

What is a Payit Universal Account?
A Payit Universal Account is a basic digital bank account offered in line with Central Bank of the UAE (CBUAE) guidelines to promote financial inclusion. It provides access to essential banking services without a minimum balance requirement and with very low fees.

Who is eligible for a Payit Universal Account?

You may be eligible if you are a UAE resident, earn a monthly income of AED 5,000 or less, and do not hold any other active current or savings account in the UAE.

Can I have a Universal Account if I already have another UAE bank account?

No. As per CBUAE rules, customers who already hold another current or savings account in the UAE are not eligible and will be offered a Payit Digital Account instead.

How can I open a Payit Universal Account?

You can open it digitally through the Payit app by completing the onboarding process, declaring your income, confirming account eligibility, and accepting Terms & Conditions and the Key Facts Statement.

What services are available with a Payit Universal Account?

Services include salary transfers, peer-to-peer transfers, bill payments, card and POS payments, local and international transfers, and free balance enquiries etc.

Is there a minimum balance requirement?

No. There is no minimum balance requirement for a Payit Universal Account.

Which languages does Payit support?

The Payit app supports English, Arabic, Hindi, and Urdu.

Can I convert my existing Payit account to a Universal Account?

Yes, if you meet eligibility criteria. Eligible customers will be presented with a one-time in-app option to switch their existing Payit Account to a Payit Universal Account.

What happens if my salary / income exceeds AED 5,000 later?

If your salary / income exceeds AED 5,000 for three consecutive months, your Universal Account will be converted to a Payit Digital Account after a 30-day notice period.

Can Payit close my Universal Account?

Yes, the Universal Account may be closed if incorrect information is provided, eligibility requirements are not met or  breached, or account terms and conditions are not followed. Customers will be given advance notification and the opportunity to address any issues or concerns.

Will I receive notifications for account changes?

Yes. You will receive SMS, email, or in-app notifications for important changes such as account conversion or closure.

How can I raise a complaint or objection?

You can raise complaints or objections through the Payit app self-help module or reach out to the Payit team on help@payit.ae

What is AANI?

AANI is the UAE’s national instant payment platform powered by Al Etihad Payments, allowing customers to send and receive money instantly, 24/7, within the UAE.

What is an AANI Payment?

An AANI Payment allows you to transfer money to a recipient using a mobile number or email instead of bank account details.

How to register for AANI from Payit?

You can register for AANI directly from the Payit app by selecting the AANI option and tapping “Join AANI using Payit Account.” to complete the registration using your registered mobile number and Emirates ID

What are the ways that I can make an Aani payment?

You can make a payment using a mobile number, email address or QR Code, (subject to bank/wallet enablement).

Do I need recipient’s bank details?

No, only the recipients registered mobile number, or email address is required.

How fast are AANI payments?

Payments are processed in real time, usually within a few seconds.

Is AANI available 24/7?

Yes, including weekends and public holidays.

Do both parties need AANI registration?

Yes, both sender and receiver must be registered for Aani.

What if I send to a wrong recipient?

Recipient masked name is shown before confirmation; completed transactions cannot be reversed.

Is AANI secure?

Yes, it follows Central Bank of UAE security and encryption standards.

Are there transaction limits?

Transaction limit up to 25,000 per month

Are there charges?

Charges applied as per below:

Can I send money internationally?

No, AANI supports domestic UAE payments only.

Can AANI be used for merchant payments?

Yes, via QR codes where enabled.

What if my details change?

You may need to update or re-enrol for Aani.

What happens if payment fails?

Any debited amount is auto reversed; please raise a self-help support ticket from the Payit app for any further assistance

1. What is Payit SNPL?
SNPL (Send Now Pay Later) allows customers to send money internationally (remittance) or to a beneficiary instantly and repay the amount later within 30 days.

2. How is SNPL different from onDemand ?
SNPL (Send Now Pay Later) is used for direct beneficiary transfers internationally (remittance), while onDemand Payit credits funds to your Digital Account for general use.

3. Where is the SNPL amount transferred?
The amount is directly transferred to the selected beneficiary’s account.

4.Can I transfer more amount than my SNPL limit?
“Yes, you can transfer an amount higher than your SNPL eligibility by paying the remaining balance from your Payit Digital Account .
Example: If your SNPL eligibility is AED 2,000 and you want to transfer AED 3,000, AED 2,000 will be covered under SNPL and the remaining AED 1,000 will be debited from your Payit Digital Account  balance.”

5.Can I split the transfer between SNPL and my Digital Account ?
“No, the full SNPL eligible amount must be utilized first.
Example: If your SNPL eligibility is AED 3,000 and you want to transfer AED 4,000, AED 3,000 will be used under SNPL and the remaining AED 1,000 must come from your Payit Digital Account . You cannot use only part of the SNPL (e.g., AED 2,000) along with Digital Account funds.”

6.Can I have both SNPL and OnDemand (MOD) at the same time?
No, you cannot have both SNPL and OnDemand (MOD) loans active at the same time.

7. Is SNPL eligibility different from onDemand?
No, Eligibility criteria are similar and based on KYC, income validation, and repayment history.

8. Are there any fees for SNPL?
Yes, upfront one-time fixed Service Fee and Transfer Fees is applied. Late payment fees apply if payment is delayed.

9. What happens if my SNPL transfer fails?
If the transfer fails, the loan amount will be reversed, the loan will be automatically cancelled, and the applicable fees will be credited back to the Payit Digital Account.

10.Is there a late payment fee for SNPL?
Yes, a fixed late payment fee is charged if repayment amount is not paid on or before the due date.

11. When is the repayment due?
The loan term begins from the date the funds are credited to to the beneficiary.

12. What are the available repayment plans?
Only a 30-day repayment plan is available. Customers must repay the OnDemand or SNPL loan within 30 days.

13.Can I repay my loan early?
Yes, you can close your loan early by repaying the full outstanding amount before the scheduled end date.

14.Where can I manage my repayments?
All repayment options—including pre-closure, late payments, and payment date checks—can be managed directly through the Payit app.

15. Is a late payment fee applicable if I fail to make the repayment by the due date?
Yes, a fixed late payment fee of AED10 is applied if the payment is not received by the due date.

What is Payit and why should I use it?

Payit is a secure, easy-to-use and fully-featured digital account accessed through an app.

You can choose between two leve

ls of service:

• The first level requires minimum verification and allows a monthly limit of ê 3,500
• The second level requires full verification and gives you access to all of Payit’s services with a monthly limit of ê 25,000

The key benefits of using Payit are convenience, safety and speed.

How can I top up my Digital Account ?

There are 3 ways to top up your payit digital account:

• App: In payit, select “Top Up” on the main screen. This is linked to the debit card registered on your payit account. Enter the desired amount. 
• Bank account: You transfer funds from your bank account by using your Digital account number, IBAN, and SWIFT details. You can set up this feature by going to “Account Settings” and selecting “My Account Details.”
• FAB Mobile
  If you hold a FAB account, you can easily top-up your payit digital account directly from your FAB Mobile app. Add a payment and use your payit registered mobile number to top-up your digital account .

What is the Cash Out feature?

The Cash Out option allows you to:

• Take cash out from your digital account
• Transfer funds from your payit digital account to your bank account

How do I use the Cash Out option?

To use the Cash Out feature, select “Cash Out” in payit. You will be prompted to enter the amount in increments of 100 (for example, 100, 200, 300) to the maximum of ê 1,000 at one time. The maximum you can withdraw in cash in one month is ê 25,000.

How can I transfer funds from my payit digital account  to my bank account? 

To transfer funds to your bank account, select “Cash Out” in payit. Then select the “Bank Transfer” option. Enter the name, the IBAN, and a nickname for future transfers.

You need to be fully-verified to use this feature. If you have been fully verified but cannot transfer money, submit an incident report to the IT Portal. It will take a maximum of 2 working days for Support to contact you.

What countries can I send money to?  

What exchange rate will be applied?

The currency rate is updated in payit’s system every 3 minutes. You can see the current rate on payit’s … When you press “Send,” the most recent exchange rate will be applied to your remittance. 

What currency pairs are included?

AED/USD, etc… 

How long does it take for the funds to reach the Beneficiary? 

International transfers sent through payit are executed through SWIFT. Therefore, it will take 2 to 3 working days for the funds to reach the Beneficiary.

How do I transfer funds internationally?

• Click “Transfer” → Select “Country” → Select “Bank Account”→ Fill in the “Amount” field → Next → Enter all necessary details → Press “Next” → Press “Send Now” → Enter your PIN 

What should I do if my device is stolen or lost?

Contact our Call Centre immediately. We will delink payit from your device.

You may also send an email to pheloto delink your device.

How do I reset my password?

• Click “Forgot PIN “→ Enter “MOB or Email” → an OTP will be sent → Enter OTP →  You will be asked to input a new 4 digit PIN

I entered my PIN incorrectly and my access is blocked. How do I unblock it?

You have a maximum of 3 tries before access to your digital account  becomes blocked for security reasons.

If you have been locked out:

• Phone the Call Center, and we will unblock it for you after verification.
• You will be given an OTP, and then you will be able to create a new 4-digit PIN.
• You may also send an email to help@payit.ae but only from the email address registered with payit. The process will take a maximum of 2 working days, and you will receive a response by email.

How can I update my mobile number if I can log in to the Payit app?

Log in using your 4-digit credentials, go to Settings > Mobile Number > Edit, and complete Face Liveness and OTP verification.

What should I do if I no longer have access to my registered mobile number?

Sign out of the app, select ‘Having trouble logging in?’, choose ‘Lost access to mobile number/email’, complete Emirates ID scan and Face Liveness, and then update your number.

What if I am unable to update my mobile number through the app?

Send a request with the error screen shot from your email ID to help@payit.ae ,and for payit plus customers send email to payitplus@payit.ae. Or call Contat Centre on 600543329

How long does it take to update the mobile number through the app?

The update is real-time subject to successful face liveness.

How long does it take for manual mobile number updates?

Manual requests are processed within 3-5 business days.

Can I update my mobile number before logging in to the app if I already have access?

No, mobile number update is available only before login.

Do I need to complete a face scan to update my mobile number?

Yes, Face Liveness verification is required to confirm your identity before updating your mobile number.

Why is Face Liveness required?

Face Liveness helps ensure account security by verifying that the request is genuine and being made by the registered user.

Can I update my email ID using the same process as mobile number update?

Yes, the process is similar and requires identity verification through Face Liveness and OTP to update your email ID.

How can I update my email ID in the Payit app?

Log in to the app, go to Settings > Email ID > Edit, and complete Face Liveness and OTP verification.

What should I do if I no longer have access to my registered email ID?

Use the “Having trouble logging in?” option on the login screen, select ‘Lost access to mobile number/email’, and complete Emirates ID and Face Liveness verification to update your email ID.

Will my services be interrupted while updating my mobile number or email ID?

No, services are not interrupted; however, you may be logged out during the verification process and will need to log in again after the update.

How many times can I update my mobile number or email ID?

You can update your details as needed, subject to successful completion of verification checks.

What should I do if Face Liveness verification fails?

For successful face Liveness, ensure good lighting, clear camera visibility, and remove any obstructions. If the issue persists, contact support at help@payit.ae or call 600543329.

Can I access my payit digital account from outside the UAE?

Absolutely, you can access payit from anywhere in the world, as long as you have data or WiFi connectivity. You cannot access payit without an internet connection.

Is payit secure?

Payit is secure and robust because:

• No personal information is stored on your device
• PIN authentication is required to log in to payit and a confirmation is required for every transaction
• SSL encryption is used to protect your activity
• payit automatically logs out if left idle

What bills can I pay?

• Etisalat – postpaid and prepaid
• du – prepaid
• Mawaqif – top-up and fines
• Salik – top-up

How do I pay my bill?

You need to register the bill before you can make the payment. After you have done that, following these steps: 

• Click on “Pay”

• Select “Bills” (the bottom right of the page)
• Select the icon on the top right of the page to register your bills
• Select the type of bill you want to register
• Input your details and click on register details
• Once registration is complete, you’ll need to select done
• Your bill will be displayed – select it – then insert the amount you want to transfer
• Input your PIN number to confirm the transaction

How do I register as Ratibi User?

1. Download payit on your smartphone
2. Open payit and select “Ratibi Cardholder” 
3. You will be directed to scan your Emirates ID
4. After confirming your Emirates ID details, you will be prompted to add your Ratibi card details – your card ID and the last 2 digits of your card
5. You will be prompted to enter your mobile number
6. You receive an SMS with a 6-digit code, which you will need to enter
7. After you enter the 6-digit code, you will be prompted to create your 4-digit PIN
8. Once this is complete, the “Welcome Screen” will appear

What is payit’s Domestic Help service?

It allows an employer to securely transfer money to their domestic help.

How many domestic helpers can I add?

There is no limit to how many people you can add.

Does the domestic help need to be fully verified to withdraw funds?

Yes, any person must be fully verified before they can withdraw funds.

What is the maximum amount that I can transfer?

You can transfer up to the digital account ’s maximum monthly limit of ê 25,000.

How can I add a domestic helper?

To add a domestic helper to your payit digital account :

1. Go to “Domestic Helper” on the main screen
2. Go to “Settings” and find the “Manage Domestic Helpers” option under “Employees”
3. Add a contact number (the domestic helper’s mobile number)
4. Add the person’s name
5. Enter the amount that you wish to transfer
6. Complete the transfer by clicking “Add Domestic Helper”

Can I transfer funds to more than one domestic help at the same time?

Yes, you can. To do so:

1. Go to “Settings” and find the “Manage Domestic Help” option under “Employees”
2. Select the contacts that you wish to transfer money to from your list
3. A summary page will appear showing the selected persons and amounts, as well as the total amount to be transferred
4. Confirm the transfer by clicking “payit”

Can I edit a domestic help’s details?

Yes, you can. To do so:

1. Go to “Settings” and find the “Manage Domestic Helpers” option under “Employees”
2. Select the person’s name
3. On the following screen, select “Edit Domestic Help”
4. Change the amounts and the help’s details

Click here