• What is a 0% Instalment Payment Plan on Credit Cards?

  0% Instalment Payment Plan allows you to convert your Credit Card purchases made at select outlets in convenient monthly Instalments at no interest. Please click here to view Participating Partners on 0% Instalment Payment Plan.

• How can I apply for a 0% Instalment Payment Plan on my Credit Card?

  You can instantly convert your purchase to 0% Instalment Payment Plan through any one of our convenient channels - Online Banking, Mobile Banking or at Point of Sale:

  

• What is the timeframe to process a 0% Installment Payment Plan request on Credit Cards?

  To convert your purchases to 0% Instalment Payment Plan, simply log in to our Online or Mobile Banking, choose a Plan that best suits your needs and your transaction will be converted instantly.

• Are there any conditions to avail a 0% Instalment Payment Plan on my Credit Card?

  Please click here to view detailed Terms & conditions along with the 0% Participating Partners to avail a 0% Instalment Payment Plan on your Credit Card.

• Are there any fees to apply for a 0% Instalment Payment Plan on my Credit Card?

  Fees are applicable and determined by the bank for that period. It will be specified and you will be notified at the time of application. However you can click here for the generic schedule of charges.

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• What is a 0% Instalment Payment Plan on Credit Cards?

  0% Instalment Payment Plan allows you to convert your Credit Card purchases made at select outlets in convenient monthly Instalments at no interest. Please click here to view Participating Partners on 0% Instalment Payment Plan.

• How can I apply for a 0% Instalment Payment Plan on my Credit Card?

  You can instantly convert your purchase to 0% Instalment Payment Plan through any one of our convenient channels - Online Banking, Mobile Banking or at Point of Sale:

  

• What is the timeframe to process a 0% Installment Payment Plan request on Credit Cards?

  To convert your purchases to 0% Instalment Payment Plan, simply log in to our Online or Mobile Banking, choose a Plan that best suits your needs and your transaction will be converted instantly.

• Are there any conditions to avail a 0% Instalment Payment Plan on my Credit Card?

  Please click here to view detailed Terms & conditions along with the 0% Participating Partners to avail a 0% Instalment Payment Plan on your Credit Card.

• Are there any fees to apply for a 0% Instalment Payment Plan on my Credit Card?

  Fees are applicable and determined by the bank for that period. It will be specified and you will be notified at the time of application. However you can click here for the generic schedule of charges.

• Can I foreclose, prepay or cancel my existing 0% Instalment Payment Plan on my credit card, and will I be charged?

  You can prepay the Total Credit Card Instalment Plan (CCIP) Instalment Price in one lump sum prepayment. However, there will be a CCIP Foreclosure/Cancellation Fee (determined by the bank for that period) to process such requests, as well as requests based on account refund or void transactions.

• What is the timeframe to process an existing 0% Instalment Payment Plan foreclosure, prepayment or cancellation request on my credit card?

  The 0% Instalment Payment Plan foreclosure takes a minimum of 2 working days from the time of request.

• What are the tenure options available for a 0% Instalment Payment Plan?

  0% Instalment Payment Plan is available for purchases made at Participating outlets. Please click here to view the 0% Participating Partners.

• Will I be eligible for reward points/miles/redemptions for transactions converted to 0% Instalment Payment Plan(s) on my Credit Card?

  Transactions converted to 0% Instalment Payment Plan do not earn Reward Points.

• Can a secondary cardholder apply for a 0% Instalment Payment Plan?

  Only a primary Cardholder can apply/request for 0% Instalment Payment Plan.

• Can I convert all my purchase transactions on my Credit Card into 0% Installment Payment Plan?

  Payment Plan is available for purchases made at Participating outlets. Please click here to view the 0% Participating Partners.

• Once I convert a transaction into a 0% Installment Payment Plan on my credit card, will my available balance increase corresponding to transaction amount placed in Installments?

  The Transaction amount placed in Instalments will be part of your Total Outstanding amount. Instalment Payment Plan provides flexibility of repaying the billed amount in Instalments, instead of full.

• Are there select merchants with whom I can avail 0% Instalment Payment Plans on my credit card?

  0% Instalment Payment Plan is available for purchases made at Participating outlets. Please click here to view the 0% Participating Partners.

• How is the monthly amount to be paid calculated when I have a 0% Instalment Payment Plan active on my credit card?

  The amount to be paid every month "Equated Monthly Instalment (EMI)" will be computed by dividing the Total CCIP Price by the CCIP Term. The Total CCIP Price is arrived by adding the Purchase Price of the goods or services and the interest charges for the CCIP Term (if applicable).

  CCIP Monthly Instalments shall be billed to you starting from the following statement date after the date of purchase and every month thereafter until the Total CCIP Price is billed in full.

• How is the interest /payment due calculated when I convert my transaction(s) into 0% Instalment Payment Plan(s) on my credit card?

  When you make a purchase(s) under the CCIP, the Monthly Minimum Due on the statement will be the sum of the CCIP Monthly Instalment(s) plus all other outstanding transactions multiplied by the required payment percentage determined by Emirates NBD which you will be notified of, plus any excess amounts over the credit limit and all past due amounts (if any).

• Can I reduce or increase the tenure of an existing 0% Instalment Payment Plan on my credit card?

  The flexibility of reducing or increasing the tenure of an existing 0% Instalment Payment Plan is not available.

• What happens if I miss a payment on my credit card with a 0% Instalment plan?

  If you pay less than the Monthly Minimum Due on the due date specified in the card member's credit card monthly statement then charges as per the existing Emirates NBD Credit Card Terms and Conditions governing the issue will apply. If in the case you are unable to make the payment, any existing CCIP transactions will be converted to a revolving interest bearing transaction.

• What happens if I close my credit card while a 0% Installment Payment Plan exists?

  If the card is closed while a transaction is still under CCIP, the CCIP will cease to exist and the unbilled amount of the CCIP will be billed to you. The entire outstanding amount shall immediately become due and payable by you, and the Bank shall have the right to demand an immediate payment at its discretion.

• What happens if a transaction converted to 0% Installment Payment Plan is refunded or void on my credit card?

  There will be a CCIP Cancellation Fee (applicable for that period) to process a cancellation request on account of refund/void transactions. As this will vary you can click here to view a generic schedule of charges.

• What is a Balance Conversion option on my Credit card?

  The Balance conversion facility is to repay your Credit Card statement outstanding balance in an installment payment plan.

• Who can apply for a Balance Conversion on a Credit card?

  This program is available for all Credit card holders with a minimum Retail Outstanding balance of AED 1000.

• What is the benefit of a Balance Conversion on my Credit card?

  Balance Conversion is a flexible payment plan that allows you to repay your credit card outstanding balance in equal monthly installments at a nominal interest rate. You can choose to repay from a 3 to 48 months installment plan.

• Are there any charges to apply for a Balance Conversion on my Credit card?

  You can avail this program at zero processing fees. However there is a flat monthly interest rate that will be applicable on the total converted amount.

• How do I apply for a Balance Conversion on my Credit card?

  To avail this program, you can contact our 24/7 Call center at 600 540000 and our Phone banking officer will be happy to assist you with the request.

• What is the timeframe to process a Balance Conversion on my Credit card?

  Upon your request, your Balance Conversion can be processed instantly.

• What are the tenure options available for Balance Conversion on a Credit card?

  You can choose to repay your Balance Conversion installment amount for 3, 6, 12, 18, 24, 36 or 48 months.

• Is there a minimum amount to apply for a Balance Conversion on my Credit card?

  To avail our Balance Conversion program, you need to have a minimum Credit card outstanding balance of AED 1000.

• What happens if I am unable to repay an installment while having a Balance Conversion plan on my Credit card?

  A monthly installment has to be paid as per the Balance Conversion payment plan. In case you miss to repay your installment for two consecutive months, your plan is automatically foreclosed. The remaining outstanding amount will then attract the normal finance charges.

• Can I amend the payment plan on an existing Credit card Balance Conversion?

  You can choose to amend your Balance Conversion plan, however this will attract a foreclosure fee of AED 250. Then your remaining outstanding can be re-booked for the plan required.

• What is a credit card e-Statement?

  Credit Card e-Statement is an electronic version of your Credit Card Statement. This statement is delivered to you to your email address in the same frequency of your paper statement. You can view, save or print your statement right from your computer.

• What are the benefits of registering for my credit card e-Statements?

  The benefits would be as follows:

  • Absolutely free
  • Environment friendly
  • Sent directly to your registered email address, so there's no worry of organizing or lost paper statements.
  • Easy to save, download and print
  • Password protected for financial information.

   

• Am I eligible to subscribe to e-Statements for my credit card?

  Any Emirates NBD Credit Card customer holding an active card can subscribe to Credit Card e-Statements.

• How do I register for credit card e-Statements?

  All our existing customers are automatically registered for Credit Card e-Statement. For new customers, you can select either e-statement or paper statement or both at the time of application for Credit Card. Customer can also subscribe for e-Statement by calling our Call center on 600 54 0000 or through our online banking.

• Is my credit card e-Statement secure?

  Your Credit Card e-Statement is delivered to the email address specified by you. Credit Card e-Statements are created in PDF format, which is the standard format of files exchanged via emails or uploaded on the Internet. This format does not allow content to be edited and re-produced. In addition, your e-Statement is password protected for financial information.

• How frequently will I receive my e-Statements for my credit card?

  Credit Card e-Statement has the same frequency as your paper statement.

• How will I get my credit card e-Statement?

  Your Credit Card e-Statement will be sent in PDF format to your registered email address in our records.

• Is my credit card e-Statement password protected?

  Yes, the Credit Card e-Statement is password protected. The password will be first 4 letters of your name, as embossed on your Credit Card (spaces not counted), followed by the date and month of your birth (in DDMM format).

• How can I change my subscription email address?

  You can change your E-mail address by signing on to your Online Banking and modifying it under Profile option or by submitting a written request at nearest Emirates NBD branch.

• Can I have my credit card e-Statements sent to two different email addresses?

  Credit Card e-statement are sent to only one preferred/registered email address.

• I am trying to enter the password to open my credit card e-Statement, but I am getting a message that the password is incorrect?

  You may be receiving the message due to any one of the following reasons:

  • The password combination may be incorrect
  • The format inputted is incorrect
  • You have entered a space between embossed name 4 letters and date of birth

  Your eStatement password consists of the first 4 letters of your name, as embossed on your Credit Card (spaces not counted), followed by the date and month of your birth (in DDMM format).

   

• Will my credit card e-Statements look the same as my paper statement?

  Yes, your Credit Card e-Statements will have the same look and feel of your paper statement, but your Credit Card number will be masked for your own security.

• Can I print my credit card e-Statement?

  Yes. If your computer has access to a printer, you may print any e-Statement file from the Adobe® Acrobat® Reader® software by selecting the printer icon in the tool bar at the top of the page. Or, choose the "File" menu in the upper-left hand corner of the screen and select "Print." You may print the entire statement or choose to print a specific page.

• Do I need additional software to view my credit card e-Statements?

  You require Adobe® Acrobat® Reader® version 6.0 or above to view your Credit Card e-Statement. If you do not have Acrobat Reader on your computer, please download version 6.0 or above of the free software from the Adobe website.

• Is there a charge for credit card e-Statements?

  Credit Card e-Statements are free.

• How do I cancel my credit card e-Statements?

  You can switch back to the paper statement at any time by calling Call Centre on 600 54 0000 or through our online banking.

• Can I subscribe for both e-Statement and paper statement?

  Yes, you can subscribe to both at any time via out Call center or through our Online Banking.

• What if I haven't received my credit card e-Statements or the details in my e-Statement are incorrect?

  Please notify us of any discrepancies immediately by calling our 24 hours Call Centre on 600 54 0000.

• I have several credit cards with Emirates NBD. Do I need to enroll for each e-statement separately?

  Yes enrollment for each card should be done separately.

• Can I enroll and view e-Statements for all of my credit cards?

  Yes, you can enroll & receive separate e-statements for each of your credit cards.

• Can I view my credit card e-Statement on an iPad, Android and an iPhone?

  Yes you can as long as Acrobat Reader is installed on the handheld.

• What are Finance Charges?

  Finance Charges means the charges billed to the Card Account if the Total Amount Due of the previous month's Statement of Account is not paid in full by the Payment Due Date noted in the Statement of Account.

• How are Finance Charges calculated?

  The Finance Charges are calculated on (an average) daily basis and will be billed to the Card Account if the Total Amount Due is not paid by the Payment Due Date (even if the Minimum Amount Due has been paid by the Payment Due Date). Finance Charges are subject to increase by a percentage as determined by the Bank at its sole discretion from time to time in case the Cardholder is one or more payments overdue.

• How do I know how much I have to pay?

  The amount due for payment is reflected in your Credit Card Statement as Total Payment Due. However, you can choose to pay just the Minimum Payment Due.

• What is the Minimum Payment Due?

  Minimum Payment Due means the amount you need to pay on or before the Payment Due Date to avoid any Late Payment Fees. The minimum amount to be paid every month is 5% of the Current Balance or AED 100/- whichever is higher. If you only pay the Minimum Amount Due, the remaining balance will be carried over to the next statement with the applicable finance charges.

• How much of my credit limit can I use for Cash Advance transactions?

  You can get cash advances totaling up to 50% of your credit limit. You can avail cash advance facility through ATM machines. Online Banking and Mobile Banking platform. Cash Advance Fee is applicable for availing this facility. This fess is charged to the Card account on each Cash Advance transaction as specified in the Credit Card service and price guide/schedule of fees & Charges or as determined by the Bank subject to the Bank's sole discretion and subject to changes from time to time and updated on the website emiratesnbd.com/cards.

• How many supplementary card members can I have?

  You may enroll up to 5 supplementary cardholder. You and your supplementary cardholders will share a single credit limit.

• What if my card account balance exceeds my assigned credit limit?

  If your card account balance exceeds the assigned credit limit, over limit fee is charged. Such fee will be billed once during the billing cycle.

• What happens if I lose my card or my card is stolen?

  In case you lose your card or if it has been stolen, please notify the bank immediately by calling 600 54 0000 from within UAE, and
  +971 600 54 0000 outside UAE. Lines are open 24 hours a day, 7 days a week. This will protect you from subsequent unauthorized use of your card and enable us to provide you with a replacement card.

  You may also block and replace your card through our mobile banking application.

• How do I pay off my credit card?

  You can make a payment in a number of different ways

  • Direct Debit facility − Sign up for the direct debit facility from your Bank Account with Emirates NBD which will ensure that your Credit Card payments are cleared on your Card's due date. Call +971 600 54 0000 and sign up today.
  • Banknet − If you have a Bank Account with Emirates NBD, you can conveniently sign up for our secure online banking − BankNet − anytime and from anywhere and make an instant payment from your Bank Account towards your Credit Card balance.
  • Cash Deposit Machines (CDMs) − Emirates NBD CDMs are located at Emirates NBD branches as well as at major shopping malls and other easily accessible locations across the UAE. Simply visit any one of the over 120 conveniently located Emirates NBD CDMs and make cash or cheque payments. Please remember to carry your Emirates NBD Credit Card with you to make the payment. When paying by cheque at our CDMs, payment must be made in good time to allow clearing of your cheque before the Payment Due Date in order to avoid further interest and fees.
  • Any UAE Exchange Branch* − Simply visit any of the 79 conveniently located UAE Exchange branches and make a cash payment towards your Emirates NBD Credit Card balance.
  • Any Al Ansari Exchange Branch* − Simply visit any of the 79 conveniently located Al Ansari Exchange branches and make a cash payment towards your Emirates NBD Credit Card balance.

  *Effective 1st Jan 2011, a nominal transaction fee of AED 3 per transaction will be charged for bill payments through Exchange Houses, payable directly at the time of making the payment.

   

• What will happen if I don't keep up my credit card repayments?

  It is important to make at least the minimum payment. Failure to make the minimum monthly payment on time will result in a late payment fee as well as finance charges.

• What is Payment Hierarchy and what order payments are made to my Emirates NBD Credit Card?

  Payment hierarchy is an allocation of payment on your Credit Card account. It means that when you make a payment towards your Credit Card, the payment hierarchy tells the bank which component of your Card outstanding (fees, interest, principal amount, installment plans etc.) is to be paid first.

• What are the options available to view my Credit Card balance and my statement?

  You may access your Credit Card balance and transaction details through the following options:

  • Call Center IVR
  • Emirates NBD Online Banking
  • Emirates NBD Mobile Banking
  • By sending SMS to 4455
    Simply key in : MCSXXXXX (MCS stands for Mini Card Statement and the LAST 5 digits of your credit card number) (to avail this facility customer needs to subscribe to SMS banking)

   

• How do I request for a new / replacement card?

  For a new Credit Card application, you may visit any of our nearest branches or alternatively you may schedule an appointment by sharing your contact information through our website, online banking or through our call center.

  You may request for a replacement card through our 24/7 dedicated call center on 600 54 0000 or through our mobile banking app.

• I have forgotten my Credit Card PIN, what should I do?

  Please contact our call center on 600 54 0000 to re-set the PIN.

   

• How can I reset my Credit Card PIN?

  In order to reset your Credit card PIN, please call at our 24/7 call center on 600 54 0000 and follow the steps given below:

  • Select language
  • Select 2 for PIN set
  • Select 3 for setting a new PIN
  • Enter your 16 digit Card number
  • Enter your expiry date
  • Enter CVV number
  • Authentication code will be sent to your registered mobile number as an SMS
  • Enter the authentication code
  • Enter your new PIN
  • Re-enter your new PIN and your PIN is set successfully

• How can I dispute a transaction on my Credit Card statement?

  In an event that you wish to dispute a transaction charged on the card account, the dispute is to be reported to the Bank in writing no later than 30 days from the date of the relevant Statement of Account.

  Please click here to fill the cardholder dispute form and send it with all the supporting documentation that the Bank requires as pertinent to the disputed transaction charge and the circumstances thereof to carddispute@emiratesnbd.com

• How do I increase/decrease my Credit Card limit?

  In order to place a request for credit limit increase, please visit any of your nearest Emirates NBD branches. However if you wish to decrease the Credit limit on your Card, please call at our 24/7 call center 600 54 0000

• How can I request for a supplementary Credit Card?

  You may request for a supplementary Card by calling at our 24/7 call center 600 54 0000, applying through online banking or by visiting any of our nearest Emirates NBD branches.

• How do I pay my Credit Card while I am overseas?

  You may use any of the following means to make payments towards your Credit Card while you are overseas:

  • Through your Online Banking account
  • Through your Mobile Banking application
  • By calling at our 24/7 call center 600 54 0000
  • By initiating a telegraphic transfer
  • By asking your relative / friends to make the payment on your behalf through our Cash Deposit Machines

• How do I change the Direct Debit payment percentage on my Credit Card?

  You may place a request to change the Direct Debit payment / percentage instructions by calling at our 24/7 call center 600 54 0000.

• My Credit Card is about to expire. Do I need to contact the bank?

  Your Credit Card is auto-renewed at least 30 to 45 days prior to the expiry of your existing card. In the event ,you do not receive your renewed Card, please call at our 24/7 call center 600 54 0000

• When and how is the Annual Membership fees charged on my Credit Card?

  The annual membership fee is charged on your Credit Card on the Card anniversary date.

• How do I request for a duplicate Credit Card statement?

  You may access your Credit Card statements through your online banking account or by calling at our 24/7 call center 600 54 0000

• What are late payment fees on my Credit Card?

  A late payment fee is levied on the Card account if the minimum payment due is not received on or before the payment due date.

• I have closed my Credit Card, do I need to return the primary and supplementary Card to the bank?

  If you wish to close your Credit Card, please ensure you have cleared the total Card outstanding and place a request to cancel the Card by calling at our 24/7 call center 600 54 0000. Once you receive the card closure confirmation, you may proceed to shred and destroy the card.

• What is an Installment Payment Plan on Credit Cards?

  The Installment Plan on Credit Cards allows you to convert your high value Credit Card retail purchases in convenient monthly Installments.

• What is a regular Installment Payment Plan on Credit Cards?

  A regular Installment Payment Plan gives you flexibility to convert any retail purchase above AED 750 at a very low interest rate, with a repayment option from 3 to 36 months installments.

• How can I apply for an Installment Payment Plan on my Credit Card?

  You can instantly avail an Installment Payment Plan through any one of our convenient channels – Online Banking or Mobile Banking.

  

  Online and Mobile Banking

  • Click on Installment Payment Plan under Cards
  • *You can also opt for higher tenors at a nominal monthly interest rate.
    • 3 Months
    • 6 Months
    • 12 Months
    Select the transaction and choose the tenor
  • Your transaction will be converted instantly

  Point of Sale

  • Pay using your Emirates NBD Credit Card
  • Ask for the 0% Installment Payment Plan at the payment counter
  • Your transaction will be converted instantly

   

• What is the timeframe to process an Installment Payment Plan request on Credit Cards?

  To convert your retail purchases to Installment Payment Plan, simply log in to our Online or Mobile Banking, choose a plan that best suits your needs and your transaction will be converted instantly.

• Are there any conditions to avail an Installment Payment Plan on my Credit Card?

  Please click here to view a detailed list of Terms and Conditions.

• Are there any fees to apply for an Installment Payment Plan on my Credit Card?

  Fees are applicable and determined by the Bank for that particular period. It will be specified, and you will be notified at the time of application. However, you can click here to view a generic schedule of charges.

• Can I foreclose, prepay or cancel my existing Installment Payment Plan on my credit card and will I be charged?

  You can avail the option of prepaying the Total Credit Card Installment Payment Plan (CCIP) Installment Price in one lump sum prepayment. However, there will be a CCIP Foreclosure/Cancellation Fee (determined by the bank for that period) to process such requests, which will also include cancellation requests on the account of refund or void transactions.

• What is the timeframe to process an existing Installment Payment Plan foreclosure, prepayment or cancellation request on my credit card?

  Installment Payment Plan foreclosure takes a minimum of 2 working days from the time of request.

• Are there any fees to foreclose, prepay or cancelling my existing Installment Payment Plan on my Credit Card?

  The Card member will be allowed the option of prepaying the Total Credit Card Installment Payment Plan (CCIP) Installment Price in one lump sum prepayment. There will be a CCIP Foreclosure/Cancellation Fee (determined by the bank for that period) to process such requests.

  There will be a CCIP Cancellation Fee (determined by the bank from time to time) to process a cancellation request on account of refund/void transactions.

• What are the tenure options available for an Installment Plan on my Credit Card?

  Installment Payment Plan gives flexibility to convert any retail purchase above AED 750 at a very low interest rate with a repayment option from 3 to 36 months Installments.

• Will I be eligible for reward points/miles/redemptions for transactions converted to Installment Plan(s) on my Credit Card?

  Installment Payment Plan transactions earn Reward Points.

• Can a secondary cardholder apply for an Installment Plan?

  Only a primary Cardholder can apply/request for an Installment Payment Plan.

• Can I convert all my retail purchase transactions on my Credit Card into Installment Plans?

  Installment Payment Plan gives you the flexibility to convert any retail purchase above AED 750, at a very low interest rate with a repayment option from 3 to 36 months Installments.

• Once I convert a transaction into an Installment Payment Plan on my credit card, will my available balance increase corresponding to transaction amount placed in Installments?

  The Transaction amount placed in Installments will be part of your Total Outstanding amount. Installment Payment Plan provides flexibility of repaying the billed amount in Installments, instead of full.

• Are there select merchants with whom I can avail Installment Plans on my credit card?

  Installment Payment Plan gives you the flexibility to convert any retail purchase above AED 750 with any of the merchants at a very low interest rate, with a repayment option from 3 to 36 months Installments.

• How is the monthly amount paid/calculated when I have an Installment Payment Plan active on my Credit Card?

  The amount to be paid every month "Equated Monthly Installment (EMI)" will be computed by dividing the Total CCIP Price by the CCIP Term. The Total CCIP Price is arrived by adding the Retail purchase Price of the goods or services and the interest charges for the CCIP Term (if applicable).

  CCIP Monthly Installments shall be billed to you, starting from the following statement date, after the date of retail purchase and every month thereafter until the Total CCIP Price is billed in full.

• How is the interest /payment due calculated when I convert my transaction(s) into Installment Payment Plan(s) on my credit card?

  When a Card member makes a retail purchase(s) under the CCIP, the Monthly Minimum Due on the statement will be the sum of the CCIP Monthly Installment(s) plus all other outstanding transactions multiplied by the required payment percentage determined by Emirates NBD and notified to the Card member, plus any excess amounts over the credit limit and all past due amounts, if any.

• Can I reduce or increase the tenure of an existing Installment Payment Plan on my credit card?

  The flexibility of reducing or increasing the tenure of an existing Installment Payment Plan is not available.

• What happens if I miss a payment on my credit card with an Installment plan?

  If you pay less than the Monthly Minimum Due on the due date specified in the card member's Credit Card monthly statement then charges as per the existing Emirates NBD Credit Card Terms and Conditions governing the issue will apply. If in the case you are unable to make the payment, any existing CCIP transactions will be converted to a revolving interest bearing transaction.

• What happens if I close my credit card while an Installment Payment Plan exists?

  If the card is closed while a transaction is still under CCIP, the CCIP will cease to exist and the unbilled amount of the CCIP will be billed to you. The entire outstanding amount shall immediately become due and payable by you, and the Bank shall have the right to demand an immediate payment at its discretion.

• What happens if a transaction converted to Installment Payment Plan is refunded or void on my credit card?

  There will be a CCIP Cancellation Fee (determined by the bank for that period) to process a cancellation request on account of refund/void transactions. As this will vary you can click here to view a generic schedule of charges.

• Which of the Cards does "Lifestyle Protector Insurance" cover?

  "Lifestyle Protector Insurance" covers all Platinum, Titanium, Infinite, Silver, and Gold credit cards.

• What coverage does "Lifestyle Protector Insurance" provide?

  "Lifestyle Protector Insurance", is a unique protection plan that the primary credit card holder can opt for on his Emirates NBD credit card, to cover the family's regular expenses in case of death due to accident or permanent total disablement of the primary card holder.

• To avail a "Lifestyle Protector Insurance" cover, what is the minimum and maximum age criteria?

  "Lifestyle Protector Insurance" Cover is applicable for all UAE residents from the age of 18 up until 65 years.

• Can a supplementary card holder purchase the "Lifestyle Protector Insurance" cover?

  Only primary card holders are eligible for the "Lifestyle Protector Insurance" cover.

• What type of regular expenses are covered by the "Lifestyle Protector Insurance" cover?

  "Lifestyle Protector Insurance" covers regular expenses like Utility bills, House Rent, School fees, Grocery bills, shipping of personal belongings, Repatriation expenses, as per limits defined in the policy.

• Under the "Lifestyle Protector Insurance" cover, what are the type of plans offered, and what is their maximum limit?

  There are two plans that are offered under the "Lifestyle Protector Insurance" cover.

  • Platinum & Infinite
  • Silver/ Gold /Titanium

  Under the Platinum & Infinite plan, Accidental Death and Permanent Disability coverage is offered to a maximum up to AED 250,000 and under the Silver/ Gold / Titanium coverage is offered up to AED 150,000 or 12 times the average of last three statements current balance (whichever is lower) for both the plans.

  For the other benefits under Platinum & Infinite plan – the maximum limit is AED 78,700 and under Silver/ Gold / Titanium the maximum limit is AED 33,250.

   

• What is the mode of payment for the "Lifestyle Protector Insurance" premium? When will the insurance cover commence?

  The premium payment will be on a monthly basis; 0.99% of the current balance at billing frequency of the credit card. For e.g. in case the outstanding is AED 1000, the premium charged will be AED 9.90 only. In the event the outstanding balance is zero then no premium applies.

  The cover will commence once the premium has been debited from his/her credit card and the customer is enrolled in the plan.

• Are there any documents to be provided or sighed for enrollment for the "Lifestyle Protector Insurance" cover?

  At the time of enrollment for "Lifestyle Protector Insurance" cover, you are not required to provide any documents for enrollment. Go4it Cardholders & Manchester United credit card are provided the cover by default on the credit card. For other products, customers can be enrolled over the phone.

• Under the "Lifestyle Protector Insurance" cover, can the insured cancel his policy? Will the premium be refunded?

  Under the "Lifestyle Protector Insurance", the insured can cancel his policy by calling Emirates NBD call center. There is no refund facility available for the customer if he cancels his current or previous month's premium. Once the customer opts out he/she will not be able to enroll in the insurance plan at all.

• Under the "Lifestyle Protector Insurance" cover, what should the customer do in the event of a claim?

  Under the "Lifestyle Protector Insurance" cover the customer can call the RSA claims number on 04 3029906 In the event of a claim.

• What are the documents to be submitted at the time of claim, under the "Lifestyle Protector Insurance" cover?

  The documents to be submitted at the time of the claim, under the "Lifestyle Protector Insurance" cover, are as follows:

  • Fully filled and signed claim form
  • Police report
  • Death certificate
  • Permanent disability certificate/ Medical reports
  • Passport and Resident visa copy
  • For the rent, grocery bills, shipping , school fees, repatriation, utility bills relevant invoices, bills, documents to be provided
  • In-case the beneficiary is not a UAE resident, beneficiary to provide attested documents/ identification to prove identity.

   

• What is the LoungeKey Program?

  LoungeKey is an Airport Lounge benefit that offers access to over 500 premium airport lounges in more than 300 cities worldwide, irrespective of the airline or travel class.

• How do I avail the LoungeKey program's lounge access benefits?

  To enjoy the benefits of this program, it is mandatory to complete a one-time registration.

  • If you are a Visa Infinite Cardholder, visit www.loungekey.com/visainfinite
  • If you are a Visa Signature Cardholder, visit www.loungekey.com/visasignature
  • If you are an Emirates NBD Platinum Credit Cardholder, visit www.loungekey.com/enbdplatinum
  • If you are an Emirates NBD Premium Credit Cardholder (Dnata World Card, SPG Card), visit www.loungekey.com/enbdplatinum

  Once registered you can discover more about the lounges available to you. Simply search using the lounge finder facility.

• Does the supplementary cardholder also need to register at LoungeKey?

  Yes, both primary and supplementary cardholders need to register to enjoy the benefits of this program.

• I have replaced my credit card. Do I need to register the new card again for the LoungeKey service?

  Yes, in the event that you have been issued a new card for any reason (i.e. replacement etc.) and the card number is different, you have to register the new card number to LoungeKey, to ensure that you will continue to enjoy the same benefits. The same applies for supplementary cardmembers (if applicable).

• How many free visits do I get on my Credit Card with the LoungeKey service?

  Please refer to the below for free visits based on the type of card:

  • Generic Platinum - Unlimited
  • Visa Infinite - Unlimited
  • Skywards Infinite - Unlimited
  • Visa Signature - Unlimited
  • Dnata World - Unlimited
  • SPG Card - Unlmited

• Are there any additional charges for guests when availing the LoungeKey service?

  Additional charges apply for guests and varies from card to card. Please refer to the list

  • Generic Platinum - $27 per guest
  • Visa Infinite - 1 guest free, additional guest will be $27 per guest
  • Skywards Infinite - 1 guest free, additional guest will be $27 per guest
  • Visa Signature - $27 per guest
  • Dnata World - $27 per guest
  • SPG Card - $27 per guest

• Why do I have a LoungeKey fee charge billed on my credit card?

  Please check the following to verfiy if the charge for LoungeKey billed to your Credit Card holds valid or not

  • Have you registered for LoungeKey facility?
  • Was the Lounge part of the LoungeKey program?
  • If you are a Platinum Credit Cardholder, have you exceeded the 3 visits in a calendar year?
  • If you are a Signature / Dnata World / SPG / Platinum Cardholder, were you accompanied by a guest of children above 2 years of age?

• What do I have to do to enter any participating lounge as part of the LoungeKey service?

  You have to identify yourself as a LoungeKey member and present your card to the Lounge staff. Your card will be swiped to register the visit.

  In an unlikely event that the receptionist / lounge staff isn't familiar with LoungeKey, you may double-check at the mobile app and show them the listing.

• How can I use the LoungeKey mobile app?

  You can download the app from Android market or Apple store. Use the account login and password which was set up during the registration.

• Can the lounge staff inform me about my free access entitlement and the pricing policy that applies for the LoungeKey?

  As the Lounge staff is serving millions of customers, from thousands of banks around the world it becomes diffcult for them to inform customers on an indivisual basis. The most reliable way to be informed about your visit entitlement and the lounges T&Cs (i.e. opening hours, children admission etc.) is via the website and the mobile app. We would highly recommend you check the details of the lounge prior to travelling, as lounge staff do not have access to pricing information and will therefore be unable to confirm potential charges that might apply.

• What is Protect Plus insurance on my credit card?

  Protect Plus is an enhanced insurance benefit available on your Emirates NBD Credit Card which offers protection to you and your family from the liability of paying the outstanding amount on your Credit Card in case of unforeseen eventualities. Additionally, Protect Plus also pays cash benefits to the family of the Cardholder in the event of Accidental Death or Hospitalization.

• What eventualities does Protect Plus insurance cover through my credit card?

  Protect Plus offers complete peace of mind to cardholder by covering the following eventualities:

  • Job loss cover (Involuntary Loss of Employment)
  • Total Disablement
  • Critical illness
  • Hospital Cash Benefit
  • Accidental death benefit

• What payment benefits are covered under Protect Plus insurance through my credit card?

  Protect Plus payment benefits against each coverage are as follows:

  Protect Plus Coverage	Benefits
  Job loss cover (Involuntary Loss of employment)	Protect Plus enables you to pay a monthly sum equal to 10% of your Credit Cards outstanding balance payment for 12 months. Subject to of AED 4000 per month.
  Flat Accidental Death benefit	Protect Plus will payout up to AED 200,000 to designated beneficiary of the Credit Cardholder in case of Primary Cardholder's death due to an accident
  Death	Protect Plus will pay out your Emirates NBD Credit Card Outstanding Balance payment up to AED 100,000 per primary Credit Card with aggregate maximum limit of AED 300,000 per Credit Cardholder
  Permanent Total Disability	Credit Card outstanding balance payment up to AED 100,000 per primary credit card with aggregate maximum limit of AED300,000 per Credit Cardholder
  Critical Illness	Credit Card outstanding balance payment up to AED 100,000 per primary credit card with aggregate maximum limit of AED 300,000 per Credit Cardholder
  Hospital Cash Benefit	In the event of Hospitalization due to an accident exceeding a continuous period of 48 hours, Credit Cardholder is eligible for Cash Benefit of AED 100 every day for maximum of 30 days in a year.

• What are the charges applicable to avail of Protect Plus through my credit card?

  You are automatically enrolled into Protect Plus from the time of card activation. You enjoy complimentary cover for two months after which a nominal rate of 0.99% is charged on a monthly basis based on the outstanding balance on your card.

• Is the Protect Plus cover on my credit card valid worldwide

  Yes, the coverage is valid worldwide except in respect of Involuntary Loss of employment (ILOE), Hospital Cash Benefit which are limited to the UAE.

• What should I do if I do not want to enroll into Protect Plus insurance with my credit card?

  Please call us on 600 54 0000 within the first 2 of months activation to opt out of Protect Plus. However, once you opt out, you will not be eligible to enroll again.

• What is the age limit of Protect Plus cover with my credit card?

  The minimum age is 18 years old and the maximum is 69 years for death and total disablement, and 59 years for Critical Illness and Involuntary Loss of Employment.

• Is the Protect Plus cover applicable for both Primary and Supplementary credit cardholders?

  No, the cover is applicable only on Primary card holders. Supplementary cardholders are not covered.

• What are the ailments covered under Critical Illness with Protect Plus insurance through my credit card?

  The following ailments are covered under Critical Illness:

  • Stroke
  • Kidney Failure (End Stage Renal Disease)
  • Coronary Artery Bypass Surgery
  • Cancer
  • Major Organ Transplant
  • Multiple Sclerosis

• Can I immediately avail benefits under job loss cover or Involuntary Loss of Employment (ILOE) with Protect Plus insurance through my credit card?

  In case of job loss (Involuntary Loss of Employment) the benefits shall be paid only if the date of the event falls after 120 days from enrollment date of the offer. However, if you have had the policy cover for more than 120 days and then had to lose job, you can apply for a claim.

  Please note that you need to be a permanent employee and has completed minimum of 6 months with the same employer in order to claim under this benefit.

• What are the major exclusions under ILOE cover with Protect Plus insurance through my credit card?
  • Employment on a fixed term contract for less than 1 years or part time or temporary employment.
  • Resignation or leaving by mutual agreement or voluntary unemployment or redundancy after voluntary breaks from employment in excess of normal holiday entitlement or termination on a temporary contract.
  • Disability, sickness or accident or any other medical reason (mental and /or physical).
  • Involuntary loss of employment which starts within 120 days of the commencement date.
  • Where the primary cardholder was aware of pending unemployment on or before the commencement date.
  • Where the unemployment is a normal seasonal parts of the employment or due to non-renewal of employment contract by the authorities.
  • Where the primary cardholder has neither been terminated nor become redundant but his/her salary allowances are being withheld in part or full for any reason of employment contract.
  • Unemployment due to any of the following :
    • Misconduct
    • Refusal to accept orders from the superiors
    • Convicted of crime
    • Dishonesty or Fraudulent Act.
    • The period for which payment from the employer is received instead of working notice.
    • Termination of employment due to voluntary retirement
    • Company Failure where a contributing cause was a natural catastrophic peril
    • Emiratization
    • In the event that the Primary Cardholder no longer holds a valid UAE resident of Employment Visa.

• Would I be eligible for other benefits as soon as I enroll into the Protect Plus insurance plan through my credit card?

  Other than job loss cover (ILOE), Hospital Cash and Critical Illness benefits, you can claim under all other benefits immediately upon enrolling into the offer.

• I already have medical Insurance. How will Hospital Cash benefit then be useful to me under the Protect Plus insurance cover through my credit card?

  The benefits under Hospital Cash is payable to you over and above that you could claim using medical insurance.

• What are the major exclusions under Hospitalization benefit with Protect Plus insurance through my credit card?
  • Hospitalization due to sickness
  • Hospitalization due to pre-existing illness or sickness
  • Any treatment not performed by a Physician or any treatment of a purely experimental nature
  • Any routine or prescribed medical checkup pre examination
  • Circumcision, cosmetic or aesthetic treatments of any description change of gender surgery, plastic surgery (unless such plastic surgery is necessary for the treatment of illness or accidental Bodily Injury as a direct result of the insured event and performed within 6 months of the same).
  • Dental treatment or surgery of any kind unless necessitated by Accidental Bodily Injury.
  • Removal of any material that was implanted in a former surgery before the Date of Cover Commencement.
  • Any natural peril (including but not limited to avalanche, earthquake, volcanic eruptions or any kind of natural hazard).
  • Participation in any hazardous activity or sports including but not limited to racing, scuba diving, aerial sports, bungee jumping and mountaineering or in any criminal or illegal activities.
  • Nuclear Radiation, Nuclear Fission, Nuclear Fusion and/or Radioactive Contamination.
  • Death or disability wholly or partly resulting from war, invasion, act of foreign enemy hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, riot or civil commotion. War zone and non-exhaustive list of countries (Iraq, Afghanistan...) excluded.
  • Naval or Military operations (including duties of peace time) of the armed forces or air force and participation in operations requiring the use of arms or which are ordered by military authorities for combating terrorists, rebel and the like.
  • Passive and active war risk (including acts of terrorism).
  • No benefits shall be payable under this policy where the disability in the opinion of the UAE concerned medical authorities is directly due to or arises directly or indirectly from infection by any Human Immunodeficiency Virus (HIV).

• What are the major exclusions under Death Cover due to any cause in Protect Plus insurance offered through my credit card?
  • Active participation in a war or warlike operations or terrorism.
  • Attempted suicide or self-inflicted injury whilst sane or insane. Suicide is covered for the cardholder if the inception date of the policy (protect Plus OR Credit Shield) is prior 01/01/2014. However if the inception date of the policy for a card holder is post 01/01/2016, then suicide is not covered for the first 12 months from the inception date of the policy.
  • Any breach of the law by the cardholder or any assault provoked by him.
  • Being under the influence of alcohol / drugs other than in accordance with the directions of a registered medical practitioner.
  • Aviation, gliding of any other forms of flight other than as a fare paying passenger of a recognized airline or charter service.
  • Only excluding professionals whilst participation in, or training for, any hazardous sport of competition or riding or driving in any form of race or competition.
  • Only excluding professionals whilst involvement in any underwater activity.
  • Mental illness or disease.
  • Pregnancy, childbirth or abortion or any complications arising there from, within three calendar months of the expected date of confinement only for disability.

• How should I submit a claim to avail the Protect Plus insurance on my credit card?

  For assistance in submitting a claim under this policy, please contact ADNIC

  • ADNIC Contact Centre: 800 8040 (Toll Free)
  • Fax: 02 4080644
  • Email: consumerlinesclaims@adnic.ae

  Upon receipt of claim notification, ADNIC would register the claim, allocate & advice a claim number and required documents to the customer For more details and Terms and Conditions on Protect Plus, Please visit emiratesnbd.com/cards.

• How are Miles calculated for spends on my Skywards Infinite Credit Card?

  Miles are calculated based on the card type and the spend category. The Illustrations below detail the earning structures for spends made by a Skywards Infinite Credit Card Member.

  *Illustration 1 - Miles earning on Emirates NBD Skywards Infinite Credit Card, billing date 25th of every month. Express Miles Active

  Spend Category	Spend Amount AED	Amount USD (AED 3.672 = USD 1)	Miles Earning
  			Base Miles	Bonus Miles	Total Miles
  General shopping (e.g. apparel, shoes, etc.)	9,000	2,450	2,450(@1 Mile per USD)	-	2,450
  Grocery spends (e.g. Lulu, Carrefour, etc.)	3,000	817	204(1 Mile per USD X 25%)	-	204
  Utility bill payments (e.g. Etisalat, Du, DEWA, etc.)	5,000	1,362	136(@1 Mile per USD X 10%)	-	136
  International shopping (e.g. apparel, shoes, etc.)	10,000	2,723	2,723 (@1 Mile per USD)	1361(@0.5 Mile per USD)	1361
  International spends at supermarket	6,000	1,634	408 (@1 Mile per USD X 25%)	2040(@1.25 Mile per USD)	2,448
  Purchases on www.emirates.ae	7,000	1,906	1,906 (@1 Mile per USD)	1,906 (@1Mile per USD)	3,812
  Cash withdrawal	5,000	1,362	-	-	-
  Total	45,000	12,254	7,827	5,307	13,134

  For the above example, Express Miles will be awarded as follows:

  Eligible Miles calculation	Base Miles	7,827
  	plus Bonus Miles	5,307
  	less Bonus Miles for www.emirates.ae	1,906
  	Total Eligible Miles	11,228
  Express Miles calculation	11,228 Miles x 50% additional Miles=5,614 Since this exceeds the cap, only 4,000 Miles will be awarded
  Total Miles earned (inclusive of Base, Bonus and Express Miles)	7,827 + 5,307 + 4,000 = 17,134

• When are the Miles transferred to my Skywards Infinite Credit Card Account?

  Base Miles earned for all transactions in a statement cycle are transferred to the linked Skywards account between 25th and 30th of the month after the statement cycle. Bonus Miles and Express Miles are transferred within 3 weeks of the statement date

  For Illustration 2 in question 1, Miles will be transferred as follows:

  • Base Miles (7,827 Miles) earned in the period October 26th to November 25th will be transferred by December 27th
  • Bonus Miles (5,307 Miles) and Express Miles (4,000 Miles) will be transferred by December 15th

   

• Under my Skywards Infinite Credit Card which transactions qualify as "Grocery and Supermarket"?

  Typically transactions made at supermarkets, hypermarkets, grocery stores, etc. fall under the category of "Grocery & Supermarket". For Miles award purpose, all merchants listed under "Grocery & Supermarket" as defined by Visa/MasterCard will be awarded differential Miles.

• Under my Skywards Infinite Credit Card which transactions qualify as "Government Services"?

  Typically transactions made towards utilities (including electric, gas, water, sanitary, telecommunication payments made online through e-government portal, etc.), payments to Court (including Alimony and Child Support), Fines, Bail and Bond payments, Tax payments, Postal Services, Intra-Government purchases, etc. fall under the category of "Government Services". For Miles award purpose, all merchants listed under "Government Services" as defined by Visa/MasterCard will be awarded differential Miles.

• I purchased my tickets on emirates.com/uk. Will I earn the Bonus Miles for the spends on my Skywards Infinite Credit Card?

  Spends are not eligible for Bonus Miles. The new program allows for 2 Miles per USD to be earned for spends made only on emirates.ae i.e. Emirates Airlines UAE site. Spends on Emirates non-UAE sites (non-Dirham spends) will earn the Base Miles as well as Bonus as per international spends i.e. 1.5 Miles per USD. Spends made towards purchases at Emirates town offices or other travel agents in UAE, will earn Miles as per domestic retail spends.

• What is the maximum number of Miles that I can earn on my Skywards ّInfinite Credit Card?

  In a given statement cycle, Miles can be earned for eligible spends up to the credit limit, or AED 100,000 for Skywards Infinite Credit Card / AED 50,000 for Skywards Signature Credit Card, whichever is lower. Any transaction that takes the total eligible spends above the stated caps, will be included partly only up to the amount within the cap, and earn Miles on a pro-rata basis. The transactions will be considered as per the chronological order of their occurrence.

  Spends cannot be carried forward to the next billing cycle for Miles calculation even if the Card Member revolves on spends. For each billing cycle the Miles are calculated for spends posted during that billing period, irrespective of the balances carried forward from the previous cycles.

• How are miles awarded for international spends on "Grocery & Supermarkets" and "Government Services" on my Skyward Infinite Credit Card?

  All transactions made internationally, including the categories of "Grocery & Supermarkets" and "Government Services", will earn Miles as per the normal international retail spend, however, Miles will be transferred in two steps - normal category Miles will get awarded with regular monthly transfers and balance Miles will be awarded along with Bonus Miles for the month.

• Are there other benefits over and above earning Miles for spends on my Skywards Infinite Credit Card?

  The new Emirates NBD Skywards Credit Card program will offer various travel and lifestyle benefits.

• Can I purchase additional Miles to fulfill any shortfall on my Skywards Infinite Credit Card?

  You may purchase additional Miles from Skywards by logging on to your Skywards account. The purchase of additional Miles is governed by Skywards Terms and Conditions. Skywards currently sells Miles at the price of USD 30 per 1,000 Miles. Only a maximum of 100,000 Miles can be purchased in a membership year.

• Can I use my Credit or Debit card abroad?

  You can use your Credit or Debit Cards abroad to make purchases and to withdraw local currency from cash machines as and when you need it, and feel secure knowing that it's a safer option than carrying large amounts of cash or traveler's cheques.

• I would like to use my Credit or Debit card abroad. What are the important points that I should be aware of?
  • Check your card to make sure it is valid. If your card is expiring before you travel and you have not received your renewal card, please call our helpline on +971 600 54 0000
  • Keep a note of your card number and the Emirates NBD helpline number in a safe place separate from your physical card
  • Keep your registered mobile number active even when you travel abroad to ensure you receive SMS alerts for every transaction on your card. We will continue to monitor your account for fraud and unusual transactions whilst you're abroad. We'll contact you if we detect unusual activity. If you keep your mobile phone with you, you'll be able to confirm genuine transactions as soon as we contact you.
  • Register for e-statements to track your billing
  • Set up Direct Debit to take care of any payments due while you're away.
  • Don't share and disclose your PIN to anyone. Keep sales slips as proof of purchase for customs or in case of a dispute, and for reconciling your account when you get home

   

• What exchange rate is used when I use my Credit or Debit card abroad?

  The exchange rate applied is set on a daily basis by VISA or MasterCard depending on the type of Emirates NBD card you have.

• What is Dynamic Currency Conversion and should I use it for my Credit or Debit card purchases when I travel?

  Some retail merchants have Dynamic Currency Conversion built into their card acceptance system. This allows them to offer you a choice of paying the bill in UAE Dirhams or the local currency.

  It is recommended to avoid Dynamic Currency Conversion and pay your bill in local currency as higher margin and charges are typically applied by the retailers if you opt to convert your transactions to UAE Dirhams.

  By paying in local currency you can have clarity as to what rates and charges will be charged to your account. The exchange rate used will be that determined by VISA or MasterCard depending on the type of Emirates NBD card you have. Foreign Currency transaction fee as indicated in our schedule of fees & charges will be applicable for all non-AED transactions.

• Is it mandatory that I need to inform the bank if I am travelling outside UAE and intend to use my Credit or Debit card?

  It is not mandatory to inform the bank if you are travelling outside UAE and intend to use your card. However, we strongly advise to keep your registered mobile number active even when you travel abroad to ensure you receive SMS alerts for every transaction on your card. We will continue to monitor your card for any unusual transactions whilst you're abroad. We'll contact you if we detect unusual activity. If you keep your mobile phone with you, you'll be able to confirm genuine transactions as soon as we contact you.

• I have lost my Credit or Debit card while travelling outside UAE. What should I do?

  Contact us immediately on +971 4 600 54000 and block the card. You may place a request for a replacement card to be issued and shipped to you at your International location.