FAQ
Pay10 Consumer Wallet
1. Account Creation (Login, Password, PIN Setup, Reset)
What is Pay10 Customer App?
Pay10 is a secure digital wallet that lets you send money, shop, pay bills, and manage everyday finances with ease. You can make quick purchases using QR codes and pay your bills directly through the app
How do I create an account?
Download the Pay10 app, register with your UAE mobile number and email, verify your details by scanning your Emirates ID and facial verification, then set your PIN and enable biometrics to finish creating your account
How do I log in to my account?
You can log in using the PIN you created during setup or with biometric authentication if enabled in your Pay10 app.
What is UAEPASS and why is it used during Pay10 registration?
UAEPASS is the UAE’s national digital identity. It lets you securely log in and share verified personal details, making your Pay10 registration faster and fully paperless
What documents are shared via UAEPASS with Pay10?
The documents shared through UAEPASS depend on your category.
- Expat residents: Emirates ID and residency visa details.
- GCC nationals: Residency visa.
- UAE nationals: Emirates ID and passport
Is it safe to share my documents via UAEPASS?
Yes. UAEPASS uses government-approved encryption and strict privacy controls. Pay10 only receives your documents after you give explicit consent.
I faced an error while verifying with UAEPASS. What should I do?
Ensure your UAEPASS app is updated and your internet connection is stable. If the issue continues, please contact Pay10 Support for help
Can I register on Pay10 without UAEPASS?
Yes. You can register without UAEPASS by uploading photos of your Emirates ID (front and back). Your account will be created once the document is verified.
Are the required documents from UAEPASS automatically pulled by Pay10, or does the customer need to manually share them?
No manual action is needed. After you give consent in UAEPASS, your documents are securely and automatically shared with Pay10
What should I do if I forgot my password or PIN?
If you forget your password or PIN, tap ‘Forgot Password’ or ‘Forgot PIN,’ verify your identity via OTP, and set a new password or PIN
Can I use the wallet on multiple devices?
Yes. You can use Pay10 on multiple devices, but only one session is allowed at a time. Logging in on a new device will log you out from the previous one for security
What happens if I lose my phone?
If you lose your phone, contact Pay10 Support immediately to block your account. Once you regain access, support can help unblock your account and assist further
How do I update my profile information?
To update your profile, go to Profile> Personal Details in the app and make the necessary changes
How do I delete my wallet account?
To delete your wallet account, go to Profile > Security > Delete Account and follow the steps. Ensure your account balance is cleared, as this action permanently removes your data and transaction history
In the event when the account is deleted given 0 amount. are we allowing the customer to use the same mobile number to re-register?
If you delete your wallet account with a zero balance, you can re-register using the same mobile number, unless your number is blocked for security or regulatory reasons
In case of a Freeze account. will the customer have option to unfreeze themself?
If your account is frozen, you cannot unfreeze it yourself. Contact Pay10 Support to reactivate your account.
2. Security and Compliance
How do I secure my wallet?
To secure your wallet, use a strong PIN, enable biometric login, keep your PIN and OTPs confidential, and stay alert to phishing messages or suspicious calls
Can I use the wallet offline?
No, you need an internet connection to access features and perform transactions
How do I know Pay10 deleted my data?
Pay10 complies with UAE’s Personal Data Protection Law (PDPL), which aligns with international standards like the EU’s GDPR. You can request data deletion or access your stored data anytime. Customers have full control over your personal data, including the right to access, rectify, or request deletion at any time
Why can’t I log in?
If you can’t log in, check your internet connection, ensure the app is updated, and verify your credentials or reset your PIN or password to regain access
Why is my wallet blocked?
Your wallet may be blocked due to multiple incorrect logins or exceeding transaction limits. Contact Pay10 Support for assistance
Why didn’t I receive an OTP?
If you didn’t receive an OTP, tap ‘Resend OTP.’ If it still doesn’t arrive, contact Pay10 Support for help
3. Features, Limits, Terms, Conditions, and Fees
What can I do with the Pay10 app?
With Pay10, you can send and receive money, link your wallet to a UAE bank account, shop using QR codes (online or in-store), and make secure payments.
Can I use my credit/debit card to top-up?
No. You can only top-up your wallet using a linked bank account; credit or debit cards are not supported
Can I add multiple bank accounts?
Yes, you can link multiple bank accounts to your Pay10 wallet for flexible payments and transfers.
What is the wallet limit?
The wallet limit is AED 1,000 per month. Pay10 may update this limit and will make reasonable efforts to notify users of any limit changes.
What is the transaction limit?
The transaction limit is AED 1,000 per transaction, with a monthly wallet limit of AED 1,000. Pay10 may update these limits and will notify users accordingly.
Can I use the wallet internationally?
No, the wallet currently supports only domestic transactions. International use is not available at this time.
Can I transfer money to a bank account?
Yes. You can transfer money from your Pay10 wallet to a UAE bank account. Domestic transfers may incur a small fee.
What are the fees for wallet transactions?
To view the latest fees for wallet transactions, please refer to the Pay10 schedule of charges available on their official website at www.pay10.ae. Keep in mind that all listed charges are exclusive of VAT and any other applicable federal taxes.
How do I make a payment?
To make a payment Pay10 offers multiple options, scan a QR code in-store, transfer funds to a UAE bank account, or send money to friends and family using their Pay10-linked mobile number
What should I do if a transaction fails?
If a transaction fails, check the reason shown in the app and follow the suggested steps. If you need further help, contact Pay10 Support.
What should I do if I was charged twice?
If you were charged twice, check your payment history and contact Pay10 Support. If a duplicate charge is confirmed, a refund will be processed. Pay10 may also automatically detect and reverse duplicate transactions
What if I made an incorrect payment?
If you made an incorrect payment, you can cancel it if it is still in pending status or contact the recipient directly to request a refund. Pay10 does not automatically reverse authorized payments.
Can I cancel a transaction?
Wallet transactions are processed instantly and cannot be canceled. To reverse a payment or request a refund, contact the merchant or receiver directly
How long do refunds take?
Refunds are processed instantly once initiated by the merchant.
4. Support & Account Management
What are Pay10’s support hours?
Pay10 Support is available 24/7 for assistance
What is the average response time?
Response time ranges from immediate to 48 hours, depending on the complexity of the issue.
How do I contact support?
You can contact Pay10 Support by calling 80072910 or emailing support@pay10.ae for any assistance.
5. Open banking
What is Open Banking?
Open Banking lets you securely connect your bank account to apps like Pay10. By granting consent, you can consolidate accounts, make payments, or add money to your wallet safely under Central Bank of UAE regulation
What is AlTareq , and what is its role in the Open Banking Platform?
AlTareq is the UAE’s national gateway for Open Finance, enabling secure data sharing between banks and licensed third-party providers like Pay10, so customers can safely connect accounts and access innovative financial services
What is the main benefit for the user with Open Banking?
The main benefit of Open Banking is giving users greater control over their financial data, enabling secure sharing with trusted apps like Pay10 for easier payments, personalized management, and improved account transparency
How can I link my Pay10 Wallet and my bank on Open Banking?
To link your bank to Pay10 via Open Banking, tap ‘Add Money’ in the app, select your bank, and authorize via AlTareq. Log in to your bank, approve the connection, and grant consent to securely link your account for wallet top-ups and payments
What kind of actions can I do once I have granted consent to connect an account with Pay10?
Once your account is connected, you can top up your Pay10 wallet, make payments, manage permissions and payment limits, and view or manage connected accounts in the app.
How can I top up my Pay10 Wallet using my account?
To top up your Pay10 wallet, tap ‘Top Up’ on the Home Screen, enter the amount, select your account, and confirm. Funds are transferred instantly via Open Banking
Can I change the payment rules or any relevant aspect of the existing account connection?
Yes, you can update consent and payment rules in the app, including amount limits, frequency, expiry date, or cancel/re-authorize the connection. Go to Profile > Connected Accounts and select the account to update
