Online Banking FAQs

  • What is Online Banking?
    Online Banking is the internet banking service provided by National Bank of Abu Dhabi for our UAE personal banking customers. Online Banking enables you to access your account and card information, and make transactions around the clock.

  • How do I access Online Banking?
    Online Banking can be accessed from nbad.com – click on the Login button at the top of the page and select Personal Banking - UAE.

  • Who can register for Online Banking?
    Any customer with a personal bank account or credit/debit cards in the UAE can register for Online Banking.

  • How do I register for Online Banking?
    Register for Online Banking by clicking on ‘Register for Online Banking’ on the Online Banking homepage. You can reach the Online Banking homepage from nbad.com – simply click on the Login button at the top of the page and select Personal Banking - UAE.

  • What services are available in Online Banking?
    These are the key functions available in Online Banking:

    • See your balance (accounts and cards)
    • See you transaction history and details of each transaction
    • View your account statement
    • Apply online for products and services
    • Transfer money between your own accounts or cards in the UAE
    • Transfer money to other accounts or cards in the UAE
    • Transfer money to other banks in the UAE
    • Make international transfers by transferring money to banks outside of the UAE
    • Pay your utility bills
    • Make payments to various charities
    • Use our SMS Cash feature - transfer money for your beneficiary to withdraw at any ATM in the UAE
    • Manage your beneficiaries
    • Schedule your money transfers and utility bill payments
    • Activate or block your card
    • Send secure messages to the bank
    • Set up alerts for your account activity
    • Personalise your account details
  • What languages is Online Banking available in?
    Online Banking is available in English and Arabic.

  • What do I do if I have forgotten my Online Banking user ID?
    If you have forgotten your Online Banking user ID, you can call us in the UAE on 600 56 6223, or if you’re outside of the UAE call us on +971 2 635 8001. You can also email us on atyourservice@bankfab.com.

  • How do I reset my Online Banking password?
    You can reset your Online Banking password by clicking on ‘Forgotten your password’ on the Online Banking homepage.

  • How do I register for Online Banking if I have a joint account?
    If you have a joint account, use your CIF (your Customer Number, which you’ll find on your account statement) to register for Online Banking.

  • How do I contact the bank for support with Online Banking?
    You can call us in the UAE on 600 56 6223, or if you’re outside of the UAE call us on +971 2 635 8001. You can also email us on atyourservice@bankfab.com.

  • Can I use Online Banking outside of the UAE?
    Yes, you can access Online Banking anywhere that you have an internet connection.

  • Can I use Online Banking on my smartphone?
    Online Banking can be used on desktop computers, laptops, tablets and smartphones. Your experience will be unaffected, no matter how large the screen that you’re viewing Online Banking on.

  • What is the difference between Online Banking and the Mobile Banking app?
    Online Banking and the Mobile Banking app have similar features, and you can use one or the other depending on the circumstances and your own personal preference.
    • Online Banking can be used on any device (such as a desktop computer, laptop, tablet or smartphone), and can be accessed through a browser (such as Google Chrome or Firefox), without needing to download anything.
    • The Mobile Banking app is designed specifically for use on your iPhone or Android smartphone. You can download the app from the App Store or Google Play.
    • All of your accounts, cards and beneficiaries appear in both Online Banking and the Mobile Banking app.
    • A slightly wider range of features is available in Online Banking - the Mobile Banking app focuses on the features that are most useful to you while you're on the move.
       
  • How much of my transaction history can I see in Online Banking and the Mobile Banking app?
    • The Mobile Banking app shows only your most recent transactions.
    • You can view, search and export your transactions from the last 90 days in Online Banking. For transactions older than 90 days, you can view and download your online statements in Online Banking.
       
  • What the charges for using Online Banking?
    Online Banking is free to use, but standard payment charges will be applied for the following payment types:
    a. Transfers to other banks within the UAE
    b. Transfers to banks outside the UAE
    c. SMS Cash
    A nominal cash advance fee will be charged where a credit card is used as a funding source for transfers between your own accounts, for transfers to other accounts or cards, for transfers within the UAE, for transfers outside the UAE, and for SMS Cash.

  • How do I create a beneficiary for a payment in Online Banking?
    You can create a beneficiary either as the first step in making a payment, or without making a payment to them at that point in time.
    Your beneficiary can be a person or organisation with an account with us, or an account with other banks either within the UAE or overseas, or even a utility provider in the UAE.
    Creating your beneficiary for any type of payment generates a template – this template contains your new beneficiary’s details for that type of payment. Whenever you want to make another payment to this beneficiary, all their details will be available to you in their template. Their templates are also available to you to use in the Mobile Banking app.

  • What are ‘Our charges’ and ‘All charges’, when I make a transfer to another bank in Online Banking?
    • Our Charges
      Any of our charges for the transfer are debited from your account. Correspondent bank 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 charge of AED 1 (for AED transactions) or AED 100 (for foreign currency transactions) will be debited from your account to cover correspondent bank and/or beneficiary bank charges. The beneficiary will receive the full amount of the transfer.

  • What is the Comfort Zone in Online Banking?
    The Comfort Zone on your Online Banking homepage shows you at-a-glance where your account or card balance is in relation to the minimum and maximum levels you’ve set for it. The minimum and maximum levels can be customised by you for each of your accounts and cards.

  • Which browsers are supported by Online Banking?
    Online Banking supports Microsoft Internet Explorer 10 and higher, and the latest versions of Google Chrome and Mozilla Firefox.

  • What security is in place to authenticate transactions in Online Banking?
    Online Banking uses One Time Passwords (OTPs) as a second level of security to authenticate your transactions in Online Banking.

  • What is the One Time Password (OTP) in Online Banking?
    Online Banking’s One Time Password is an 8 digit code generated and sent to your registered mobile number or email address. This provides a second level of security when you make a transaction in Online Banking or access its services. We use the latest encryption standards and secure servers to ensure that your One Time Password gives you the security you need when banking online.

  • How do I sign up for OTP via email?
    You need to contact the Call Centre to sign up to receive OTP codes via email on 600 56 6223 or if you’re outside of the UAE call us on +971 2 635 8001.

  • How can I access my OTP code via email?
    OTP codes issued via email will be sent in the form of a password protected PDF attachment. You will need to enter an 8-digit passsword to open the PDF file (consisting of the last 4-digits of your CIF + the last 4-digits of your mobile number - i.e if your CIF is 1234567890 and the last 4-digits of your mobile are 1234, your password will be 78901234).

  • What do I do if I don't receive a One Time Password via SMS and/or email in Online Banking?
    If you make a transaction in Online Banking and don’t receive the One Time Password via SMS or email, you can regenerate the code by clicking on ‘Resend OTP’.

  • What do I do if my mobile phone is lost or stolen?
    If your mobile phone is lost or stolen, you can call us on 600 56 6223 or +971 2 635 8001 and report it – we’ll deactivate your access to Online Banking until you’ve got your phone back.

  • What do I do if I've changed my mobile phone number or email address?
    We hold a registered mobile phone number and email address for you – this is the number and email address that we send SMSs and emails to, including One Time Passwords for use in Online Banking. If you change the registered mobile phone number or email address, visit your nearest Branch to update your new mobile number or email address with us.

  • Can I register an overseas phone number to receive my Online Banking One Time Password SMS on?
    You can register an overseas mobile number with us, and we’ll send your SMS One Time Password to it. However, your mobile service provider may prevent you from receiving the SMS.

  • Does receiving the One Time Password SMS cost me money?
    We do not charge you for your Online Banking One Time Password SMS. However, if your mobile service provider levies a charge for receiving SMSs, you may receive a charge from them.

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