User guide

dxb connect card

Select your card below:

Getting started

You can start using your prepaid DXB Connect MasterCard® immediately. You will be required to enter the 4-digit PIN to make purchases at any outlet. Find your card’s default PIN number beneath the scratch panel inside the pack. If you wish to reset the PIN please call our Customer Service Centre +971 4 870 6565.

How to use your card

Spending

Spend worldwide with your prepaid DXB Connect MasterCard®. Use it like any other debit or credit card wherever the MasterCard® logo is displayed. You can also use it online to treat yourself or pay your bills. Use it at ATMs to withdraw money wherever you are in the world.

Check your balance

Online

  • Log in to your account by clicking on Manage my card
  • Follow the steps to create your username and password if you haven’t done so already
  • Checking your balance online is free of charge

By phone

  • Call +971 4 870 6565, 24 hours a day, 7 days a week
  • Balance enquiry by phone fee AED 1

ATM

  • Fees apply (see table below)
  • Some ATMs may have additional fees

Reload your card

Reload your card in person at dedicated sale and reload locations in the UAE. Find out more.

Reporting a lost, stolen or damaged card

Report your lost, stolen or damaged card to a customer service advisor immediately on +971 4 870 6565 or write to supervisor@dxbconnect.com.

Replacement fee for lost / stolen cards and card renewal

Our replacement fee is just AED 32. Courier charges will be charged to the user as applicable. Charges will vary depending on your location and the speed of courier services.

Online purchases

When you make an online purchase, the name, address, and phone number you use will need to be exactly the same as the information you provided when your card was activated in order to avoid declines. Please refer to the activation receipt.

Online shopping sites would generally request your card’s security code, CVV or CVC number. This number can be found on the back of the card as shown in the image below.

Limits and fees

The information contained in this chart is the key feature of our product and forms an integral part of our Terms and Conditions.

Limits

The prepaid DXB Connect MasterCard® has the following card limits:

Limits

Limits AED

Minimum load

200

Maximum load allowed per credit load/recharge

10,000

Maximum balance at any time

50,000

Maximum value to be loaded over 30 days

50,000

Maximum value to be loaded in any 12-month period

50,000

Card Validity

1 year

Grace Period

1 month

We may lower the limits specified above for some or all of the users at our sole discretion.

Fees

Card Fees

Limits / Fees AED

Card Issuing Fee

Free

First load fee

32

Reload fee

7.5

Decline fee

2

Transaction Charges

Online purchase over AED 30.01

Free

Online purchase under AED 30

1

POS Domestic

Free

POS International

Free

ATM Domestic

7.5

ATM International

15

ATM balance inquiry Domestic

2

ATM balance inquiry International

4

ATM withdrawal limit

10,000

Monthly maintenance fee

5

Balance enquiry by phone

1

Online balance enquiry

Free

Lost / Stolen / Expired card fee

Card replacement

32

Postage

Depending on your collection method

Reactivation fee (within the grace period)

32

Extend card validity

30

Redeeming unspent funds

30

Loading and reloading your card

Your DXB Connect card can be reloaded at the location of initial purchase and the other locations mentioned on this website. You can reload using cash, debit or credit card depending on merchants. The reload fee will be deducted from your card balance.

Daily ATM withdrawal limit

Your daily withdrawal limit is AED 10,000 per day. There may be limits set by different ATM operators on the amount of cash that may be withdrawn from one or more of their ATMs on a given day and these limits may be below the limits set in these Terms and Conditions. Additionally, some ATM operators may impose a surcharge when you use their ATM to make a withdrawal. Keep this in mind when using ATMs.

Foreign currency surcharge

Our foreign currency surcharge is only 3.5%.

PIN replacement

You can request a PIN replacement by calling our Customer Service Centre. The new PIN will be sent to your registered email.

Incorrectly entering a PIN three (3) times will block your card. You will need to call Customer Service to unblock the card.

Redeeming unspent funds on an invalid card

You have a card validity period of 12 months from loading to spend the funds on your DXB Connect prepaid MasterCard®. After this time your card will become invalid. You can also extend the account for up to two years for a fee of AED 30 per year.

We do however offer a one-time grace period of 30 days, which gives you the opportunity to redeem any unspent funds stored on your DXB Connect Card by calling us to extend the card for another 12 months. After this grace period you will not be able to reactivate your card or retrieve any unspent funds.

A reactivation fee of AED 32 will be deducted from your balance and a new card will be posted to you. Postage fee to be paid by the card holder.

Security check

If you need us to verify the security of your card for a fraud check:

  • and your verification fails, you will be charged AED 200
  • if your security check verification supports your claim, the validation interbank fee is AED 60

Customer service hotline

+971 4 870 6565

24 hours, 7 days a week