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FAQs

FAQs

  1. Registration, How to download the app?

    1. Download Mobily Pay App from your store
    2. Enter your Mobile number
    3. Enter your ID and Date of Birth
    4. Enter OTP
    5. Follow IAM Procedures
    6. Enter Your email and national address
    7. Set your Passcode
    8. Complete your registration to enjoy Mobily Pay full experience

  2. Registration Requirements, How to register

    1. To register in Mobily Pay Wallet you need the followings:
      • • Customer age should be 18 years and above
      • • Customer must have a valid ID/Iqama
      • • A mobile number linked to Customer ID
    2. Employees can register using the number linked with his/her PF or through a number linked the identity:
      • • For Saudi, the mobile number must be in his name or father/wife/son
      • • For Non-Saudi the number should be linked with his iqama number

  3. Registration, Can I register with non Mobily number

    1. Yes, Customer can register with any Saudi Mobile carrier

  4. Registration, can I registered through Mobily branch

    1. The registration service through the branch is not available at this time

  5. Registration, is NIC mandatory for registration

    1. Mobily Pay Customer won’t be able to register without confirming by NIC

  6. Registration, Can a GCC ID register to Mobily Pay

    1. Registration to Mobily Pay with GSS ID

  7. Registration, Can a Visitor visa register

    1. Registration to Mobily Pay with Visitor Visa is not available

  8. Registration, Can a Haj/Omrah visa register

    1. Registration to Mobily Pay with  Haj/Omrah Visa is not available at this time

  9. Registration, Can a border number register

    1. Registration to Mobily Pay with Border Number, it will be available soon

  10. Registration, Can I have a multiple Wallet at same ID?

    1. The registration service with more than one wallet for the same ID number is not available at the moment

  11. Registration, How many Mobily Pay Wallet can I have?

    1. Dear Mobily Pay customer, at the moment, each ID will have one Wallet

  12. Registration, Is it safe?

    1. Mobily Pay is E wallet Company licensed by Saudi Central Bank, follows the highest levels of protection and security to protect Customers Money and Information

  13. Registration, Does anyone can see my transactions?

    1. Mobily Pay is an E wallet Company licensed by Saudi Central Bank, follows the highest levels of protection and security to protect Customers Money and Information

  14. Registration, What is the benefit of Mobily Pay?

    1. Mobily Pay enables customer to perform all daily financial operations easily and securely like:
      • • Prepaid visa cards
      • • Transfer between wallets
      • • Transfer to local bank
      • • International transfer
      • • SADAD payments
      • • My Mobily Payments
      • • Ehsan
      • • Request Money
      • • Send Gifts
      • • Qatah “Split Money”

  15. Registration, How to increase my wallet limit

    1. Dear Mobily Pay customer, the allowed wallet limit is SAR 20,000 per month

  16. Registration, Which type of software device dose Mobily Pay support

    1. The Mobily Pay application can be obtained from the following App Store:
      • • IOS
      • •  Android

  17. Registration, Can I add my Mobily Pay Card to multiple Wallets

    1. A customer can add a Mobily Pay card in more than one digital wallet, for example:
      • • Apple Pay
      • • Mada Pay
      • • Any other Digital Wallet certified by Saudi Central Bank

  18. Registration, Can I shift my Mobily Pay wallet from device to another device

    1. Mobily Pay customer can change the registered device to another device through the following:
      • • Download Mobily Pay App from your store
      • • Enter your Mobile number
      • • Enter your ID and Date of Birth

  19. Can I open my Mobily Pay Wallet in multiple devices

    1. Mobily Pay customer can use the wallet in only one device

  20. How can I get my IBAN?

    1. To get your IBAN please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Chose Add Money from main page
      • • Select Bank transfer
      • • Copy/share your IBAN

  21. Why do I have Bank Albilad IBAN?

    1. Bank Albilad is Mobily Pay Partner Bank

  22. International Transfer, How to do International Transfer

    1. International transfer service to anywhere around the world
    2. International Transfer Steps:
      • • Login to Mobily Pay wallet
      • • Choose International Transfer from the list of services
      • • Choose the country, currency and delivery option (cash delivery – to account – to wallet)
      • • Enter the receiver information
      • •Confirm the transaction

  23. International Transfer, How long it takes to deliver an International Transfer

    1. Mobily Pay International transfers service, is instant transfers, the duration depending on the type of transaction/country of the recipient
    2. for example:
      • • Transfers to Cash, reach the recipient within seconds
      • • Transfers to Account, within 24 working hours

  24. International Transfer, Is there a transaction limit for International Transfer

    1. Mobily Pay Customer will be able to do 5 international transfer in month for same receiver

  25. International Transfer, Is there a maximum amount for International Transfer

    1. Dear Mobily Pay customer, the maximum transfer amount is the maximum monthly limit allowed for the wallet

  26. International Transfer, How much Mobily Pay charge for International Transfer

    1. Mobily Pay International Transfer Fees, are competitive fees

  27. International Transfer, To which country I can do International Transfer

    1. Mobily Pay customer can transfer to all countries that are allowed to transfer according to the regulation of Saudi Arabia

  28. International Transfer, Can I cancel an International Transfer

    1. Mobily Pay customer can cancel the international transfer transaction, if transaction is available and not yet received

  29. International Transfer, How to cancel International Transfer

    1. To Cancel an international transfer transaction, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Transaction history
      • • Chose the transaction
      • • Chose Cancel/Modify
      • • Confirm

  30. International Transfer, How to modify International Transfer

    1. Mobily Pay Customer can only Modify the receiver name , if transaction is available and not yet received by follow the below steps:
      • • Login to Mobily Pay wallet
      • • Transaction history
      • • Chose the transaction
      • • Chose Cancel/Modify
      • • Confirm

  31. International Transfer, Is it a free to modify/ cancel International Transfer

    1. Mobily Pay customer can Modify/Cancel the international transaction for free for canceled transfers before 08:00 AM and less than 24 hours ago

  32. Local Transfer, Bank

    1. Allows you to transfer to all banks inside the Kingdom.
    2. Bank Transfer Steps:
      • • Login to Mobily Pay wallet
      • • Choose Local Bank Transfer from the list
      • • Enter the IBAN and the name of the bank
      • • Enter the receiver information

  33. Local Transfer, Transfer to other Wallet provider

    1. To transfer to from Mobily Pay Wallet to other Wallet provider in Saudi, please follow the below steps:
      • • First obtain Wallet IBAN
      • • Login to the Mobily Pay wallet
      • • Choose Local Transfer from the list of services
      • • Enter IBAN/Bank name
      • • Enter the amount
      • • Confirm

  34. Peer to Peer Transfer

    1. You can transfer funds or request a transfer from any contact with simple steps
    2. Transfer steps to Mobily Pay wallet:
      • • Login to the Mobily Pay wallet
      • • Choose Transfer from the list of services
      • • Choose the receiver from the contact list
      • • Enter the amount to be transferred
      • • Confirm the transaction

  35. Request Money

    1. Request Money service:
      • It allows Mobily Pay wallet users to request and receive money through contacts.
    2. Steps to request money from Mobily Pay wallet:
      • • Login to the Mobily Pay wallet
      • • Choose request money from the list of services
      • • Choose the wallet number from the contact
      • • Enter the amount to be transferred
      • • Confirm the operation

  36. Send Gift How to send a Gift

    1. Mobily Pay allows wallet users to Send and Receive Gifts in easy steps
    2. Steps to Send Gifts from Mobily Pay wallet:
      • • Login to the Mobily Pay wallet
      • • Choose Send Gifts from the list of services
      • • Choose the wallet number from the contact
      • • Enter the amount to be transferred
      • • Choose Gift design
      • • Enter text to receiver
      • • Confirm the operation

  37. Send Gifts to non Mobily Pay Wallet

    1. Mobily Pay allows wallet users to Send and Receive Gifts to any Saudi Mobile number
    2. Steps to Send Gifts from Mobily Pay wallet:
      • • Login to the Mobily Pay wallet
      • • Choose Send Gifts from the list of services
      • • Choose the wallet number from the contact
      • • Enter the amount to be transferred
      • • Choose Gift design
      • • Enter text to receiver
      • • Confirm the operation
    3. Note/incase receiver did not accept gift during 48 hours, it will be returned to sender

  38. Receive Gift

    1. A Popup will appear in the Main screen
    2. Once Customer click on it will be able to view gift details/amount
    3. There will be two options ether to accept or reject the gift
    4. Or to Receive Gift, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Unclaimed Gifts
      • • Chose Accept/Decline
      • • Confirm

  39. Card, Request Card

    1. Card issuance steps:
      • • Login to Mobily Pay wallet
      • • Choose Card Issuance from the list of services
      • • Choose the type of card
      • • Choose the name to appear on the card
      • • Confirmation of the card issuance process

  40. Card, What is the deference between Cards

    1. Mobily Pay Customer can issue one of the followings Visa card:
      • • Classic,
        • – Free issuance fee
        • – Not credit card (Prepaid)
        • – CashBack %0.5
        • – Visa Rewards/Discounts /Airport lounges NO
        • – Global Concierge NO
        • – Medical & Travel assistance No
      • • Platinum,
        • – SAR 100 issuance fee
        • – Not credit card (Prepaid)
        • – CashBack %0.70
        • – Rewards/Discounts
        • – Visa Rewards/Discounts /Airport lounges Yes
        • – Global Concierge NO
        • – Medical & Travel assistance Yes
      • • Signature,
        • – SAR 400 issuance fee
        • – Not credit card (Prepaid)
        • – CashBack %1
        • – Rewards/Discounts
        • – Visa Rewards/Discounts /Airport lounges Yes
        • – Global Concierge Yes
        • – Medical & Travel assistance Yes

  41. Card, Can I Have more than one type of Card

    1. Mobily Pay customer can only issue one card at the moment.

  42. Card, Can I have a Plastic and Digital at same time?

    1. Mobily Pay customer can only issue one card at the moment

  43. Card, Where do Mobily Pay Card accepted

    1. Mobily Pay Card can be used for Online/Point of sale Transactions
    2. Which supports purchasing through Visa network

  44. Card, Can I request a Mada Card

    1. Soon mada Card will be available

  45. Freeze Card

    1. Freeze Card steps:
      • • Login to Mobily Pay wallet
      • • Go to Card in main page
      • • Enter Passcode to view Card
      • • Chose Freeze icon
      • • Confirm

  46. Delete Card

    1. Delete Card steps:
      • • Login to Mobily Pay wallet
      • • Go to Card in main page
      • • Enter Passcode to view Card
      • • Chose delete icon
      • • Confirm

  47. Change Card PIN

    1. Change Card PIN Card steps:
      • • Login to Mobily Pay wallet
      • • Go to Card in main page
      • • Enter Passcode to view Card
      • • Chose PIN icon
      • • Enter old PIN
      • • Enter new PIN
      • • Confirm

  48. Add Card to Apple Wallet

    1. To register in Mobily Pay Wallet you need the followings:
      • • Login to Mobily Pay wallet
      • • Go to Card in main page
      • • Enter Passcode to view Card
      • • Chose add card to Apple Pay icon
      • • Confirm

  49. Top-up

    1. Top-Up Mobily Pay wallet with 3 simple ways:
      • • Using mada and Visa
        • -Login to Mobily Pay wallet
        • – Chose Add Money from main page
        • – Select Card as payment method
        • – Add new Card
        • – Enter your Card details and Save
        • – Enter the Amount
        • – Confirm
      • • Top-Up with Apple Pay
        • – Login to Mobily Pay wallet
        • – Chose Add Money from main page
        • – Select Apple Pay as payment method
        • – Enter the Amount and confirm
      • • Top-Up using Bank Transfer
        • – Login to Mobily Pay wallet
        • – Chose Add Money from main page
        • – Select Bank transfer
        • – Copy/share your IBAN

  50. Contact Us

    1. Inside Kingdom please call 8001000800
    2. Outside Kingdom +966115128000

  51. Limits

    1. To monitor Mobily Pay Limits, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Chose Limits from main page

  52. Change Mobile Number

    1. To change Mobile Number, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Setting
      • • Change Mobile Number
      • • Enter new Mobile number
      • • Confirm

  53. Biometric Login

    1. To enable Biometric Login, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Setting
      • • Chose Biometric Login
      • • Confirm

  54. Change Language

    1. To change preferred language, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Setting
      • • Chose change language
      • • Select language
      • • Confirm

  55. Change Passcode

    1. To change Passcode, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Setting
      • • Chose change Passcode
      • • Enter Old Passcode
      • • Enter New Passcode
      • • Confirm

  56. Update Mobile Ownership Status

    1. To change Mobile Number Ownership, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Profile
      • • Change Mobile Number Ownership
      • • Enter new Mobile number
      • • Confirm

  57. Update eMail Address

    1. Stopped temporary
    2. To change/update eMail, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Profile
      • • Click on changing email
      • • Enter new email
      • • Confirm

  58. Update Address

    1. To change/update Address, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Profile
      • • Click on changing address
      • • Enter new address details
      • • Confirm

  59. SADAD Bills

    1. This service allows customer to initiate SADAD bill for one time or permanent
    2. To pay Utility Bills, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Choose SADAD from the list of services
      • • Customer can select a bill or defined a new bill
      • • Enter amount
      • • Confirm

  60. SADAD MOI

    1. Soon SADAD MOI will be available at Mobily Pay Wallet.

  61. My Bills

    1. This service allow Customer to display all bills linked with his/her ID
    2. Please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Go to My Mobily from down main page
      • • Chose the bill
      • • Enter amount
      • • Confirm

  62. My Mobily

    1. This service allow Customer to pay all bills related to Mobily, whether related to Mobily Pay wallet holder or other Mobily’s number
    2. To pay Mobily Bills, please follow the below steps:
      • • Login to Mobily Pay wallet
      • • Go to My Mobily from down main page
      • • Chose the Mobily number
      • • Enter the Amount
      • • Confirm

  63. Manage Favorites

    1. Manage Favorites allow Customer to Add/Delete beneficiary/bill as Followings:
      • • Money Transfer
        • – Transfer to other Mobily Pay Wallet
        • – Transfer to local Bank
        • – Transfer internationally
      • • Request Money
      • • Adding a new Bill
        • -SADAD Bill
        • – Mobily Bill
    2. Steps of Adding new Favorites:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Manage Favorites
      • • Chose Transfer/Bill types
      • • Enter the details
      • • Confirm
    3. Steps of Deleting Favorites:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Manage Favorites
      • • Chose Transfer/Bill types
      • • Swap to left side, delete icon will appear
      • • Confirm

  64. Scheduled Transaction

    1. Scheduled transaction allows Customer to setup a Scheduled  Transaction for one time-daily-weekly and monthly as Followings:
      • • Login to Mobily Pay wallet
      • • Go to list of services
      • • Chose Transfer/Bill types
      • • Enter receiver details
      • • Click on Scheduled icon
      • • Confirm

  65. Cancel a  Scheduled Transaction

    1. Steps of Deleting Scheduled Transaction:
      • • Login to Mobily Pay wallet
      • • Go to menu
      • • Scheduled Transaction
      • • Chose Transfer/Bill types
      • • Delete
      • • Confirm