UAE Exchange Customer Support

FAQ

Online Money Transfer

What is online money transfer?
Ans: Sending money through an online money transfer portal is “online money transfer”. Money2anywhere.com is UAE Exchange’s online money transfer website, through which you can sit at the comfort of your home or office and send money securely to your loved ones. Log on to money2anywhere.com for more details.

How do I transfer money online?
Ans: Log on to money2anywhere.com and register yourself, and we shall guide you from thereon.

How fast will my money be transferred through online money transfer?
Ans: Logon to money2anywhere.com for more details.

Instant Money Transfer

Logon to http://www.xpressmoney.com/gl/me/meen/send-receive/faqs.html for more details on Instant Money Transfer.

Bank Transfer

What is bank transfer?
Ans: Crediting money to your bank account back in your home country is bank transfer. We have tied up with over 150 banks for your added convenience. FLASHremit is our bank transfer service through which you can credit money to your beneficiary’s bank account real time.

Which banks have tied up with UAE Exchange?
Ans: Please contact your nearest branch, or contact our customer care for more details.

Which mode of Money transfer is better for me?
Ans: Depending on the time, your location and the receiver’s location, the mode of money transfer differs. Check our blog article on the same for more details.

How can I locate the nearest branch?
Ans: Check out our branch locator

I have some concerns over a transaction, whom can I contact?
Ans: Please send us the details of your transaction to (customer.service@ae.uaeexchange.com) or call us on (600555550)

How can I know the status of my transaction?
Ans: If it is money2anywhere.com, please refer to FAQ
If it is instant money transfer and bank transfer – you will receive the status of your transaction to your registered mobile number.

What is transaction fee?
Ans: Transaction fee is the commission we charge for offering our services to you. It is usually a percentage of the money that you send. Contact our staff at the counter for more details on the transaction fee.

How can I calculate the transaction fee?
Ans: Contact our staff at the counter for more details or call our customer care.

How can I provide feedback with you?
Ans: Your views and feedback are important as they help us review and improve our services. We are keen to hear from you and welcome your comments, suggestions and enquiries through our multiple communication channels, some of which are listed below:

  • Helpline - 600 555 550 (UAE Only)
  • Email - customer.service@ae.uaeexchange.com
  • Short Message Service (SMS) Texts – 6000 (Service provider charges apply. For Du users - 18 Fils per SMS and Etisalat users - 30 Fils per SMS)
  • Xpulse and Suggestion Forms available in Branches

To share your feedback now, click here. 

What kind of Customer Service support can I expect from UAE Exchange?
Ans: At UAE Exchange, we continuously work towards providing the experience that matches the quality of our products and meets the expectations of our customers. To help us improve our service further, we have a Customer Service Charter in place to indicate what customers can expect in their dealings with us.

We invite you to read this Customer Service Charter to know more about our commitment to our customers and how you can help us in serving you better.

What is an exchange rate?
Ans: Different countries have their own currency. In any money transfer or foreign exchange transaction, there is a domestic currency and a foreign currency which will have different values. The difference between these two rates will have an impact on the money you send or receive.

Where do I find the exchange rates?
Ans: Please check our exchange rate calculator.

Are the exchange rates the same every day?
Ans: No the exchange rates are dynamic.

What is goCash/Travel card?
Ans: goCash is a prepaid travel card which is ideal for anyone, who is travelling abroad, either for business or for leisure. Anyone can purchase a gocash card, by registering with UAE Exchange. The card is currently issued to all UAE residents, who fulfill the necessary identification requirements. The users can also go for a personalised card with details including their name displayed on it.

Where all can I use the travel card?
Ans: The card can be used to shop online, withdraw money from ATMs and be used at MasterCard powered POS machines.

How many currencies can I load in the travel card?
Ans: One can load up to 6 currencies from a choice of 15.

What if my travel card is lost or stolen?
Ans: If your gocash card is stolen / lost / damaged, please report it immediately, by calling gocash Card Service Centre (+971-2-6355625). On successful identification, gocash Card Service Centre will block your gocash card. To continue using the gocash card services, please request for a replacement card and activate the same.

What is procedure to obtain a travel card?
Ans: Kindly log on to our goCash website or contact our branch office staff to obtain a card.

Bill Payments

Can I pay my bills in any of the UAE Exchange branches?
Ans: Yes. We offer you many convenient and accessible ways to pay your utility, insurance or subscription bills at any UAE Exchange branch.

What kind of bill payments can be made?
Ans: Please refer to our products and services page to check for the kind of services we offer. For more information, visit the nearest branch.

Is there any charge for these payments?
Ans: There will be a nominal charge for the same. Kindly contact the nearest branch for more information.

Payroll Solutions

What is SmartPay?
Ans: Smart Pay is a salary disbursal product offered by UAE Exchange. It was created with the intention of empowering corporate entities and their employees. Smart Pay complies with the Wages Protection System (WPS), an initiative of the UAE Ministry of Labour and UAE Central Bank to streamline the salary disbursal process, protecting the interests of both employers and employees.
For more details on SmartPay, logon to smartpaysolutions

  • What is VAT?
    Value Added Tax (VAT) is an Indirect Tax to be introduced in the UAE with effect from 1 January 2018. This is going to be applicable to all products and services (except those are specifically exempted by the Federal Tax Authority).
  • At what percentage VAT is levied?
    VAT will be levied at the rate of 5% on transfer fee and other commission charges for all products and services offered by UAE Exchange.
  • On what amount 5% VAT shall be charged?
    5% VAT shall be charged on the transfer fee and commission (including other charges) collected from the customers.
  • How does VAT affect the Remittance transactions (Bank Transfers, Cash Pay-outs, Associate Branch Transfers and other in-house remittance products and services)? What all components of remittance transaction attract VAT?
    For Send Transactions
    Volume No
    Commission Yes
    Other Charges Yes
    Additional charges Yes
    Card charges Yes
    Back end charges No
    Exchange rate No
    Rebate No
    Discounts No
    Cancellation fee Yes
    Does the branch staff need to manually calculate the VAT? No, it’s automated in the system
    Will the VAT be refunded along with commission in case of cancellation? Yes, the VAT will be refunded along with the commission.
    For Receive Transactions
    Does VAT need to be charged to the customer on receive transactions? No, we are not collecting any additional charges (including other charges,commission or fee) for Receive transactions from the customers.
  • For remittance, will the rate of VAT vary for different countries?
    No, VAT will be charged at a flat rate of 5% on the commission (including all other charges) irrespective of the remitting country.
  • How about purchase or sale of Foreign currency (including Buyback)?
    Like remittance transactions, the commission (including other charges) that is collected from the customer is subject to VAT at the rate of 5%.
  • Does the issuance of UAE Exchange's Gold card or Silver card subject to VAT?
    Yes, VAT will be charged on the fee collected for the card issuance.
  • Is VAT applicable on gocash card issuance or load or reload charges?
    Yes, VAT is applicable to all these components.
  • Is VAT applicable to Bill payments, Cash collection and Smart Pay?
    Yes, VAT is applicable to the above products and services, but only on the commission (including other charges).
  • Is VAT is applicable to instant money transfer services like Xpress Money and Western Union?
    Yes, VAT is applicable for Instant Money Transfer facilities as well. In case of Western Union, the VAT calculation is automated in the Western Union system. Wherever manual input of data is required, the branch staff must enter the VAT information, along with other details.
  • Are tourists subject to VAT?
    Yes, tourists are also subject to VAT.
  • Is VAT applicable to Free Zone Visa holders or entities registered in the Free Zone?
    Yes, VAT is applicable to Free Zone visa holders and entities registered in the Free Zone. There is no exemption on services hence VAT is chargeable at the regular rate of 5%.
  • Are UAE Nationals subject to VAT?
    Yes, VAT is applicable to all residents of UAE, including the UAE Nationals.
  • Is there any exemption on VAT to the politicians, political bodies, Royal family or Ambassadors of a foreign country?
    No.
  • How does VAT affect Smart Pay transactions?
    VAT is levied on all forms of fee or charges for the following:
    1. Payroll card issuance
    2. WPS per employee
    3. SIF creation
    4. Card replacement
    5. PIN issuance
    6. PIN reissuance
    7. Withdrawal
    8. Balance inquiry
    9. Statement
    10. Purchasing
    11. Card capture due to customer default
    12. Wrong dispute on card transactions
  • What is Tax Registration Number (TRN)?
    Tax Registration Number (TRN) is an identification number issued by Federal Tax Authority (FTA) to all taxpayers in the UAE.
  • What is the TRN of UAE Exchange?
    TRN of UAE Exchange Centre LLC is 100315485100003.
  • In case of any VAT related queries, whom should I contact?
    VAT related queries can be addressed to tax.finance@uaeexchange.com. This window will be open till 15 February 2018.
  • Is it mandatory to collect the TRN of a customer?
    No, unless the revenue (commission or any other charges) from that transaction is more than AED 10,000.

 

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