Mobile Banking FAQs

  • What is Mobile Banking?
    Mobile Banking is the National Bank of Abu Dhabi’s mobile banking app for its retail customers. The Mobile Banking app is available on Google Play™ and the App Store.
  • How do I get started?
    Download the app from Google Play or the App Store. Once you have downloaded the App, simply tap on the Register button located on the top of the page, and follow a few simple steps to register and start using the Mobile Banking app.

  • What services are available on the Mobile Banking app?
    • Account enquiries
    • Card enquiries
    • Transfer within the bank*
    • Transfer between( your) own accounts
    • Transfer within the UAE*
    • International transfers*
    • SMS Cash transfer
    • Utility Bill Payments
    • Credit Card Bill Payments
    • Card blocking
    • Debit card activation
    • ATM/branch finder

      * Only Available if beneficiary details have already been created and saved as a template in Online Banking
  • Can I use the Mobile Banking app on more than one mobile phone?
    The Mobile Banking app can be downloaded and used on any Android™ mobile phone or iPhone that you own. All you need is to be connected to the internet.
  • What do I need to be able to use the Mobile Banking app?
    • An iPhone or Android mobile phone
    • Internet connectivity
    • An active account/credit card/debit card/a loan/ mutual fund/ fixed deposit/ an active CIF
  • Is the Mobile Banking app secure?
    The Mobile Banking app is secure and robust. We’ve put the following measures in place to protect you:
    • No personal information is stored on your mobile phone or SIM card
    • The app can only be accessed after your PIN has been authenticated
    • SSL encryption is used to protect your activity
    • You will be logged out if you have been inactive for 3 minutes
  • What is my mobile PIN?
    When you first register your details in the Mobile Banking app, you are required to create a six digit mobile PIN. This is then used to verify you whenever you log in to the app, or make a payment.

  • What do I do if I have forgotten my mobile PIN?
    If you have forgotten your mobile PIN, click on the Forgot PIN link on the Mobile Banking log in screen. Your app will be deactivated, and you will be able to register again and create a new mobile PIN.

  • Why are some of my transactions not showing in the transaction history on my Mobile Banking app?
    The Mobile Banking app will only show your 15 most recent transactions.

  • Why does my credit card not appear in the card overview?
    The Mobile Banking app will only display your active or lost cards. Any expired or blocked cards are not shown.

  • What is a template?
    A template refers to the details of a beneficiary (A/C number, Bank details etc.) which has been saved using the option available on Online Banking.

  • Can I use the Mobile Banking app if I am not an Online Banking customer?
    Yes, you can use the Mobile Banking app even if you are not an Online Banking customer. However, not all options will be available.

  • When I make a transfer in the Mobile banking app, what are ‘Our charges’ and what are ‘All charges’?
    • Our Charges (deducted from the transfer amount)

    Any applicable charges are debited from your account. Correspondent and/or beneficiary bank charges, if any, will be deducted from the amount that the beneficiary receives.
    • All Charges (sender pays all charges)

    In addition to any applicable charges, a nominal charge of AED 1 (for AED transactions) or AED 100 (for foreign currency transactions) related to correspondent and/or beneficiary bank charges will be debited from your account. The beneficiary will receive the full transfer amount.
  • If I want to sell my mobile phone, how do I ensure that the Mobile Banking app has all my details removed from it?
    If you want to sell your mobile phone, we advise you to unlink the Mobile Banking app (App menu --> Settings --> Unlink device --> Confirm)

  • What do I do if I’ve lost my mobile phone?
    If you have lost a mobile phone that has the Mobile Banking app set up on it, you need to call us immediately on 600 56 6223 or +971 2 6358001. We will block or unlink your mobile phone.

  • Can I access the Mobile Banking app when I am outside UAE?
    You can use your Mobile Banking app wherever you have access to the internet, at home or abroad.

  • What happens if I permanently change my SIM card?
    If you permanently change your mobile number (in other words, get a new number from your existing or a new service provider), we recommend that you inform us by calling 600566223 or +971 2 6358001 to update your records. Changing your number alone (while using the same mobile device), however, will not disrupt your access to the Mobile Banking app as long as you are connected to the internet.

  • What is the comfort zone?
    The comfort zone available on the Home screen provides a simple, at-a-glance, visual representation of the balance of an account or credit card. The minimum and maximum limit can be customized by the user for each of his/her accounts/cards.

  • Can I transfer between my own accounts or cards?
    Yes, you can use the Mobile Banking App to transfer money between your own accounts/cards. From the Home menu, select ‘between own accounts’ and choose the source and target accounts from the drop down list. 

  • How do I use the ATM and branch locator?
    This widget will give you the 10 branches or ATM’s closest to your location. Tap on ‘show more” to select the specific ATM/Branch and get details of timings/services. The ‘get direction’ tab on the bottom of the screen can be used to find a route map.

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