Looking for answers?

You can do this through the Dubai First Mobile app:

• From the Home screen, tap the profile icon on the top left corner
• Select the desired option to edit your information such as mobile number, email address and home address

You can activate your card using our mobile app:

• You can either tap on the 'New' bubble displayed on the home screen or tap on the credit icon on the bottom panel of the screen
• Swipe to find your new card
• Tap on 'Activate card'
• Enter the last 4 digits of your credit card followed by a 4-digit PIN number of your choice
• Enter the 6-digit OTP sent to your registered mobile number
• Your credit card is activated instantly

You can do all this in the mobile app:

• Tap on the credit card icon on the bottom panel of the screen
• Swipe to find your card
• Select 'Statements' option for the displayed credit card

The available and outstanding balances are displayed on the home screen of your Dubai First Mobile app once you've logged in. For complete details of your card account:

• Tap on the credit card icon on the bottom panel
• Swipe to find your card
• Select 'Credit Card Info' option for the displayed credit card
• Your credit card details will be displayed

The home page will display the total rewards earned. Cashback rewards can be redeemed instantly through the mobile app:

• Click on the 'My cashback' ribbon
• Either click on the total redeemable amount as displayed, or enter the amount you wish to redeem
• Click on ‘Continue’ to confirm redemption

Your cashback is redeemed instantly, and the available outstanding balance is updated.
For redemption of miles and points, please call us anytime on 600545500 (within UAE) or +97143528228 (from outside UAE).

You can change your PIN through the mobile app:

• Tap on the credit card icon on the bottom panel of the screen
• Swipe to find your card
• Tap on ‘Reset PIN’ icon found under your credit card
• Enter your new PIN
• Enter the 6-digit OTP sent to your registered mobile number
• Your PIN will be changed immediately

You can do these on our mobile app:

• Tap on the ‘Instalments’ icon on the bottom panel of the screen
• Select 'Balance Transfer' or ‘Quick Cash’
• Fill in the necessary information including the other bank card or account details
• Choose the plan duration
• Read the 'Terms and Conditions' and accept by toggling the button to green
• Tap on 'Confirm'

You can apply through our mobile app:

• Tap on the ‘Instalments’ icon on the bottom panel of the screen
• Select 'Easy Purchase Plan'
• Tap 'Choose Plan' below the transaction you want to convert into instalments
• Choose the plan duration
• Read the 'Terms and Conditions' and accept by toggling the button to green
• Tap on 'Confirm'

You can also simply tap on 'Choose Plan' below the transaction you want to convert from the 'Transactions' on the Home screen. Follow the above steps.

Your 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 replacement card, please call us anytime on 600545500 (within UAE) or +97143528228 (from outside UAE).

To raise a dispute, download and complete the forms below and email it to us here.

Credit Card Transaction Dispute Form

Note:

• Complete all information on the form including the dispute reason
• You can dispute the transaction within 60 days from the transaction date
• All forms must be opened with Adobe Reader

In case your card is lost, stolen or you suspect fraudulent activity, first freeze the card through the mobile app and then call us immediately on 04-5068888 (within UAE) or +97143528228 (from outside UAE). To freeze the card instantly:

• Tap on the credit card icon on the bottom panel of the screen
• Swipe to find the compromised card
• Tap on the 'Freeze' icon found under your credit card

For services that are not captured in the service request menu, please call us on 04-5068888 (within UAE) or +97143528228 (from outside UAE).

You can make payments through the mobile app:

• Tap on the credit card icon on the bottom panel of the screen
• Swipe to find your card
• Tap on 'Pay'
• Select the minimum payment due amount, total payment due amount, or enter an amount of your choice
• Tap 'Continue' to proceed to the payment gateway where you can pay with any debit card issued in the UAE

Alternatively, you can make payments online using UAE FTS, by cash through the FAB CDMs, and at select exchange houses. For details, click here.

Clear the total outstanding/unbilled interest due on your credit card.
Next, contact us anytime on 04-5068888 (within UAE) or +97143528228 (from outside UAE) and request the cancellation.

The Virtual Agent is powered by Artificial Intelligence and it utilises a combination of machine learning and natural language understanding to get a sense of your word choices and infer their intent by examining the context of the call. The Virtual Agent uses secure multifactor authentication through voice biometric recognition and can assist with services such as: Balance enquiry, PIN change, Last five transactions information. To use this service please call our Telephone Banking Services on 04-5068888.

You no longer need to navigate through the menu system to access 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 solution. Also, if you need to hear the information again, at the end of each enquiry, you can ask the Virtual Agent to “Repeat” the information to hear it again before you move on to the next service or enquiry.

The Virtual Agent can provide you with additional services after completing your original service request. For example, after checking your credit card balance, you can request a statement simply by saying “I need my credit card statement”, then move on to activate your new credit card or block a card on a single call.

The Virtual Agent has inbuilt intelligence to understand the nature of the service you require and route to the relevant channel such as self-service or a Customer Service Agent.