Faqs

FAQ Pay10 Customer App

1.Account Creation (Login, Password, PIN Setup, Reset)

What is the Pay10 Customer App?

The Pay10 Customer App is a comprehensive digital wallet designed to simplify your financial life. It enables you to send money, shop online or in-store, pay bills, and manage your finances securely—all from a single platform. With features like QR code scanning for quick purchases and direct bill payments through the app, it offers a seamless and efficient way to handle everyday transactions. How do I create an account?

To create an account, simply download the Pay10 app from the App Store or Play Store and register using your UAE mobile number and email. Next, complete your KYC by scanning your Emirates ID and verifying through facial recognition. Finally, set a personalized PIN and enable biometric login for secure access to the app.

How do I log in to my account?

You can log in to your account using the personalized PIN you created during account setup, or by using biometric authentication if you have enabled it in the Pay10 App.

What is UAEPASS and why is it used during Pay10 registration?

UAEPASS is the UAE’s national digital identity for citizens and residents. It enables secure login and allows you to share verified personal documents instantly, making your Pay10 registration faster, easier, and completely paperless.

What documents are shared via UAEPASS with Pay10?

The documents shared via UAEPASS during Pay10 registration vary based on the user’s category. Expat residents are required to share their Emirates ID and residency visa details. GCC nationals typically provide their residency visa, while UAE nationals share both their Emirates ID and passport.

Is it safe to share my documents via UAEPASS?

Yes, it is safe to share your documents via UAEPASS. The platform uses strict, government-approved encryption and privacy standards to ensure your information remains secure. Pay10 can only access your documents after you provide explicit consent, giving you full control over what is shared and when.

I faced an error while verifying with UAEPASS. What should I do?

First, make sure your UAEPASS app is updated and that you have a stable internet connection. If the issue continues, please contact Pay10 Support for assistance.

Can I register on Pay10 without UAEPASS? Yes. Pay10 also supports registration without UAEPASS. In this case, you will need to upload your Emirates ID by taking photos of both the front and back along with facial recognition. Once the document is successfully verified, your registration will be completed.

Are the required documents from UAEPASS automatically pulled by Pay10, or does the customer need to manually share them?

No manual action is needed. Once you give consent in the UAEPASS app, all required documents are securely and automatically shared with Pay10 for registration purposes. This process is standardized across all apps that integrate with UAEPASS.

What should I do if I forgot my password or PIN?

If you forget your password or PIN, simply tap “Forgot Password” or “Forgot PIN” on the login screen, verify your identity using a one- time password (OTP), and then set a new password or PIN to regain access.

Can I use the wallet on multiple devices? You can use the wallet on multiple devices, but concurrent sessions are not allowed— meaning you cannot stay logged in on more than one device at the same time. Logging in on a new device is supported; however, doing so will automatically terminate the session on your previous device. This approach enhances security and helps prevent unauthorized access from multiple devices.

What happens if I lose my phone?

If you lose your phone, immediately contact Pay10 Support to block your account temporarily and prevent unauthorized access. Once you’re able to log in again, reach out to Pay10 Support to have your account unblocked and receive further assistance.

How do I update my profile information? To update your profile information, simply navigate to Profile > Personal Details within the app, where you can verify and make any necessary changes to your details.

How do I delete my wallet account?

To delete your wallet account, open the Profile section in the app and navigate to the Security tab. Locate the “Delete Account” option and follow the on-screen steps to confirm your decision. Please note that this action may permanently erase your transaction history and linked data, and can only be completed if all account balances have been cleared.

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—provided you’re not blocked by Pay10 due to security or regulatory reasons.

In case of a Freeze account, will the customer have option to unfreeze themself? If your account is frozen, you won’t be able to unfreeze it on your own. You’ll need to contact Pay10 Support directly to request assistance and have your account reactivated.

2.Security and Compliance How do I secure my wallet?

To secure your wallet, it’s important to use a strong PIN—avoiding simple or easily guessed sequences—and enable biometric authentication such as face or fingerprint recognition. Always keep your personalized PIN, OTPs, and personal information confidential, and stay alert for phishing messages or fake calls that may attempt to trick you into revealing sensitive details.

Never share your OTPs or PIN with anyone.

Can I use the wallet offline?

No, you cannot use the wallet offline—an active internet connection is required to access its features and perform transactions.

How do I know Pay10 deleted my data?

To know if Pay10 has deleted your data, you can submit a data deletion request directly to them. Since Pay10 complies with GDPR standards, you have full control over your personal data—including the right to access, rectify, or request deletion at any time. Once your request is processed, Pay10 will confirm the deletion and ensure your data is no longer stored in their systems.

Why can’t I log in?

If you’re unable to log in, start by checking your internet connection to ensure it’s stable. Make sure your app is updated to the latest version and verify that you’re entering the correct credentials. If needed, reset your PIN or password to regain access.

Why is my wallet blocked?

Your wallet may be blocked due to multiple incorrect login attempts or because you’ve exceeded transaction limits. To resolve this, please contact Pay10 Customer Support for assistance and further guidance.

Why didn’t I receive an OTP?

If you didn’t receive an OTP, try tapping the “Resend OTP” option. If the issue persists and you still haven’t received it, please contact Pay10 Support for further assistance.

3.Features, Limits, Terms, Conditions, and

Fees

What can I do with the Pay10 app?

With the Pay10 app, you can send and receive money (top-Up) instantly from your Pay10 contacts, link your wallet to your UAE bank account for seamless payments, and enjoy the benefits of the new Open Finance experience. You can also shop for your favorite brands both in-store and online using your Pay10 Wallet. Just scan the QR code for secure, hassle-free payments, no manual data entry, no errors.

Can I use my credit/debit card to top-up?

No, you cannot use a credit or debit card to top-up your wallet—only bank top-ups are currently supported.

Can I add multiple bank accounts?

Yes, you can link multiple bank accounts to your Pay10 app, allowing for greater flexibility and convenience in managing your payments and transfers.

What is the wallet limit?

The wallet limit defined is AED 1,000 per month. However, Pay10 may change or update this limit at its sole discretion at any time. While doing so, Pay10 will make reasonable efforts to notify users about such changes.

What is the transaction limit?

There is a transaction cap of AED 1,000 for a single transaction, and the total monthly wallet usage is also limited to AED 1,000.

These limits may be changed or updated by Pay10 at its sole discretion, and the company will make reasonable efforts to notify users of any such changes.

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 bank account within the UAE. Keep in mind that domestic transfers may incur a small withdrawal fee, depending on the transaction details.

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 using the Pay10 app, you have several convenient options. You can scan and pay via QR code at your favorite stores, allowing you to make secure payments directly from your wallet.

Alternatively, you can transfer funds from your Pay10 wallet to a bank account by adding the IBAN details of your own or a loved one’s account—just link your bank account for seamless transfers. You can also send money to friends and family using their Pay10-linked mobile number, making peer-to- peer payments quick and easy.

What should I do if a transaction fails?

If a transaction fails, the Pay10 app will show the reason for the failure. You should review this message and take the necessary corrective steps based on the issue. If you’re still uncertain or need help resolving the problem, it’s recommended to contact the Pay10 support team directly for further assistance.

What should I do if I was charged twice?

If you believe you were charged twice, start by checking your payment history to confirm the duplicate transaction. Then, contact the Pay10 customer support team to validate the duplicate debit on your account. If an incorrect charge is confirmed, the support team will initiate a refund. Additionally, Pay10’s system automatically monitors transactions and may flag and reverse duplicate payments without requiring manual intervention.

What if I made an incorrect payment? If you made an incorrect payment, it’s important to remember that financial

transactions are sensitive and should always be verified before authorization. Once a transaction is completed, you’ll need to contact and coordinate directly with the receiver—whether it’s a merchant or individual—to request a refund or reversal. Pay10 does not automatically reverse authorized payments, so resolving the issue depends on the cooperation of the recipient.

Can I cancel a transaction?

Transactions made through the Pay10 wallet are processed instantly and cannot be canceled once authorized. If you need to reverse a payment or request a refund, you should contact the merchant or receiver directly for assistance.

How long do refunds take?

Refunds are processed instantly once they are initiated by the merchant, ensuring a smooth and seamless experience for the user.

4.Support & Account Management What are Pay10’s support hours?

Pay10’s customer support is available every day of the week from 8:00 AM to 10:00 PM, ensuring assistance is accessible throughout the day.

How do I contact support?

You can reach the Pay10 support team by calling 80072910 or emailing them at support@pay10.ae. They’re available to assist you with any queries or issues.

What is Open Banking?

Open Banking is a secure framework that enables you to connect your bank account to financial apps like Pay10. As a customer, this allows you to manage your accounts and financial data more efficiently, giving you greater control, transparency, and convenience in handling your money across different platforms.

What is Altareq , and what is its role in the Open Banking Platform?

Altareq is the national gateway for the Open Finance Platform, launched by the Central Bank of the UAE (CBUAE). It plays a pivotal role in enabling secure and standardized data sharing between financial institutions and licensed third-party providers. Through Altareq, customers can safely connect their bank accounts to platforms like Pay10, giving them greater control over their financial data and allowing for seamless, innovative services under the Open Banking framework.

What is the main benefit for the user with Open Banking?

The main benefit of Open Banking for users is greater control and access to their financial data and services. It empowers individuals to securely share their financial information with trusted third-party apps like Pay10, enabling more personalized financial management, easier payments, and improved transparency across accounts—all while maintaining user consent and data security.

How can I link my Pay10 Wallet and my bank on Open Banking?

To link your Pay10 Wallet with your bank using Open Banking, open the Pay10 App and tap the ‘Add Money’ icon on the Home Screen. Select your bank from the list, then tap ‘Authorize using Altareq’ to initiate the secure connection through the UAE’s national Open Finance gateway. You’ll be redirected to your banking app, where you must log in using your bank credentials. After logging in, ‘approve’ the connection and grant consent. Once linked, your bank account will be connected to the Pay10 app, allowing you to seamlessly top up your wallet and make payments.

What kind of actions can I do once I have granted consent to connect an account with Pay10?

Once you’ve granted consent to connect your bank account with Pay10, you can ‘top up’ your Pay10 Wallet directly from your bank account. You’ll also be able to initiate payments to Pay10 merchants straight from your linked account. Additionally, you can update your permissions and set custom payment rules, such as daily limits, expiry dates, and transaction amounts. You can view and manage all connected accounts within the app settings for easy oversight and adjustments.

Once your account is connected, you can:

• Top up your Pay10 Wallet using your bank
• Initiate payments to Pay10 merchants directly from your linked
• Update your permission and set new payment rules (e.g., daily limits, modify expiry date, amounts).

View and manage connected accounts under the app settings.