FAQ

Question	Solution
How can I make a voice call?	1. Open the individual chat with the contact you want to voice call 2. Tap the call icon. Alternatively, 1. Open Botim then tap the Calls tab 2. Click on + icon 3. Click new call 4. Find the contact you want to voice call 5. Click on voice call icon
How can I make a video call?	1. Open the individual chat with the contact you want to video call 2. Tap the video call icon. Alternatively, 1. Open Botim then tap the Calls tab 2. Click on + icon 3. Click new call 4. Find the contact you want to video call 5. Click on video call icon
How can I make a group call?	1. Open the group chat with the contact you want to call 2. Tap the call icon 3. Select the group members you want to add to the call 3. Select either Voice Call or Group Call Alternatively, 1. Open Botim then tap the Calls tab 2. Click on + icon 3. Click new call 4. Click New Group Call 5. Select the members to add to call 6. Select either voice call/video call
Why am I having issues with my call quality?	Check Your Internet ConnectionEnsure you have a stable internet connection. Switch between Wi-Fi and mobile data to see if that improves connectivity. If you’re experiencing poor connectivity, try moving to a different location. To check your network status, go to: Me → Chats & Calls → VoIP Diagnosis → Start Results: If the test passes, your network is excellent. If the test does not pass, please check your network. Disable Your VPN If you are connected to a VPN, please turn it off, as it may impact your Botim calls. Update to the Latest Version of BotimMake sure you have updated to the latest version of Botim. Check for updates on: Google Play Store for Android Apple App Store for iPhone Restart the App If you’re still having issues, try restarting the Botim app. Close it completely and then re-open it.
Why can’t I hear the other person on the call?	If you can’t hear the other person on the call, it may be due to several factors: 1. Muted Microphone: Ensure that the person you are calling has not muted their microphone . They can check deselect the mute button on Botim if it has been activated. 2. Permissions: Confirm that the person you are calling has granted microphone permission to Botim. They can do this by adjusting their device settings to enable access to the Microphone for the app. 3. Device Volume: Check that your device volume is turned up and not muted. 4. Internet Connection: Make sure both you and the person you are calling have a stable internet connection.
Why can’t the other person on the call hear me?	One possible reason could be related to microphone permissions. To ensure Botim has permission to access your microphone, follow these steps: 1. Open Settings on your device. 2. Scroll down and select Botim. 3. Toggle the switch to enable access to the Microphone. If the issue persists after checking this, consider the following: – Muted Microphone: Make sure you’re not on mute by deselecting the mute button during the call if it’s activated. – Internet Connection: Ensure you and the person you are calling both have a stable internet connection.
What are the minimum internet speed requirements for calls on Botim?	Generally, for audio you’ll need at least 100k bps for voice calls, but for video, you will need 1Mbps
How do I report a call issue to Botim’s technical team?	To report a call issue, please follow these steps: 1. Open the Botim App 2. Click on Me 3. Click on Contact Us 4. Describe your issue in the text box 5. Ensure you’ve checked the box to include debug log. 6. Click on Submit
How come I cannot view my contacts?	Ensure Botim has permission to access your contacts in your device settings. 1. Open Settings on your device. 2. Scroll down and select Botim. 3. Toggle the switch to enable access to Contacts.
How come I cannot see the other person on the video call?	If you can’t see the other person on the call, make sure to check the following: – Camera Permissions: Ensure that the app has permission to access your camera. You can check this in your device settings by following the below steps: 1. Open Settings on your device. 2. Scroll down and select Botim. 3. Toggle the switch to enable access to Camera. – Video Function: Verify that the video function is enabled by clicking the video icon on the call screen. – Internet Connection: Make sure both you and the person you are calling have a stable internet connection.
How can I migrate to another device?	To migrate your chats to another device, follow the below steps: 1. Click on Me Tab 2. Select Chats & Calls 3. Select Migrate Chat History 4. Select the chats you’d like migrated 5. Click Next 6. Ensure both your devices are connected to the same Wifi connection 7. Scan QR code to start migration
What is end-to-end encryption?	Botim secures encrypted data using end-to-end encryption (E2EE) during its transfer from the source to the destination. The primary goal of E2EE is to prevent any external parties from accessing the data in transit, ensuring that it leaves no trace on Botim servers and provides the highest level of data protection. With E2EE, only the sender and receiver have the means to decrypt messages. No other third parties, including the Botim backend system, can access the encryption key. Botim employs the double ratchet algorithm, widely regarded as the most secure method for implementing E2EE. To offer additional reassurance to our users, you can use the Verify Encryption Key feature under the chat profile to view your unique E2EE encryption key. Botim generates a unique encryption key for each chat to allow users to verify that their calls and messages are end-to-end encrypted.
How to Verify End-to-End Encryption?	Open the contact info screen. Tap “Verify Encryption Key” to check the number of devices you’re logged into and view the QR code or 48-digit number. Ensure the encryption keys on both your and your contact’s devices are identical. Please note that this feature is only available for contacts within an end-to-end encrypted chat. Be aware that the encryption keys provided for verification are not the actual encryption keys but visual representations solely for verification purposes. The actual encryption key remains securely hidden.
How to compare encryption keys?	There are two methods to compare encryption keys: If both parties are in the same physical location, one can scan the other’s QR code through the Tap to Scan button inside the Verify Encryption Key screen. If they match, a green tick will appear. This confirms that end-to-end encryption is active, and no third party can access your messages and calls. Alternatively, compare the 48-digit number found under Verify Encryption Key in the contact info screen if you’re not in the same location, you can do this using Android or iPhone devices. If the codes don’t match, it may be due to scanning or comparing the code of a different contact or phone number. It could also indicate that one of the parties has recently reinstalled Botim or changed devices. If this occurs, send a new message to refresh the code and then repeat the verification process.
How can I migrate my chats to a new device?	You can migrate all your chats to a new device if both the new and old devices are at hand. Here’s how to do it: Before you start, make sure both devices are on the same network. On the new device: – Tap Migrate from old phone when you are asked for your phone number during login. – Follow instructions and prepare to scan the QR code that will be shown on your old device. On the old device: – Tap Me > Chats & Calls > Migrate Chat History. – Select the chats which you want to migrate and tap Next. – You’ll see the QR code for migration. Go back to your new device, scan the QR code and complete the rest as propmted.
How to hide the read status?	You can hide the read status for all chats so the opposite won’t know if you have read their messages, and vice versa you won’t be able to know if your messages have been read. Here is how to hide it: – Tap Me > Account > Privacy. – Disable Read Status.
How to manage my ‘Last Seen’ visibility?	Follow below steps to manage to whom you want to show your ‘Last Seen’ information: – Tap Me > Account > Privacy > Last Seen. – Select your preference so Botim will show your ‘Last Seen’ accordingly.

Question	Solution
What are Transaction Limits?	Transaction Limits are limits that are imposed on your account for your own safety. There are several limits that are applied to all accounts: Single transaction limit: A Maximum spending limit of AED 25,000 for any single transaction. Daily transactions A Maximum spending limit of AED 25,000 per day per account. Monthly transactions A Maximum spending limit of AED 25,000 per month per account. Resets on the 1st of each month. Maximum Wallet Balance You can only have a maximum of AED 25,000 in your wallet at any point in time.
Can you increase the Transaction Limits?	Currently, there is no way to increase transaction limits. However, we are working on a process that will allow you to apply for a limit increase based on your salary in the future.
If my ID verification fails or is still in progress, what should I do?	If your ID verification fails, you can try again or submit the issue through the app. If the problem persists, please contact our customer support through our available channels for further assistance.
How can I add money to my wallet?	You can top up your wallet using a debit card, bank account, or by using uPay or NT.Payments Kiosk machines. Additionally, you can receive money from your contacts via local transfers from their Botim accounts or from Aani once you are registered with your phone number.
How can I add a bank card to Botim Money?	To add cards, go to Account -> Cards & Bank Accounts or Botim Money -> Settings -> Cards & Bank Accounts. You can add both VISA and Mastercard. Your Botim Money balance and bank card details are encrypted and stored securely.
I’m not receiving the OTP code. What should I do?	If you’re not receiving the OTP code, please check that your phone number is active and that you have a stable network connection. You can also try resending the code or restarting your device.
How can I cancel my Botim Money account?	To cancel your Botim Money account, go to Botim Money -> Settings -> Account -> Delete Account. Please note that once your account is deleted, you will no longer enjoy the benefits of PayBy. Before proceeding, ensure the following: Your account balance is zero. Please clear your account balance. There are no ongoing bills, and all bills have been settled. Make sure these steps are completed before deleting your account.
How can I change my registered mobile number?	To change your registered mobile number, go to Me -> Botim Money -> Settings -> Account -> Phone Number. You will need to verify your password and the OTP sent to your old phone number. After that, enter your new phone number and the OTP sent to it to complete the update.
How can I withdraw money from my Botim Money account?	To withdraw funds from your account to your UAE bank account, click “Withdraw” in the app and enter your IBAN number and related information. A fee of AED 2.00 per transaction will be charged for withdrawals to your bank account. For security reasons, you can only withdraw to your own bank account, and the account name must match the name on your Emirates ID. Withdrawals typically take 2-5 working days to process, but may take longer during holidays, depending on your bank.
What if I forget my password?	If you forget your payment password, go to Botim Money -> Settings -> Security Settings -> Forgot Payment Password. Follow the verification steps to confirm your identity and reset your password.
How to get Botim statement?	Currently we do not support. We are working on this.
How can I increase my limit?	You can go to Me-> Botim Money-> Settings-> Profile to apply for increase.
How long will it take for approval?	Usually, it will take 1-2 working days.
Why did my request fail?	If your request for a credit increase was declined, it could be due to not meeting the minimum income or other eligibility criteria.

Question	Solution
Are There Any Additional Charges for Doing Local Transfers via Botim?	No additional charges for transferring via Botim
Is It Safe to Transfer Money Through Botim Locally?	Safe
What Is the Minimum Amount That Can Be Transferred Locally?	There is no minimum account
What Is the Maximum Amount That Can Be Transferred Locally?	There is no maxium account, but because of the receiver wallet limit they might not be able to receive that amount
How much are the transfer fees?	No additional charges for transferring via Botim
Is there any hidden charges?	No additional charges for transferring via Botim
Are there any Promotions currently ongoing while doing local transfer?	No promotions
How secure is the services?	Secure
What Authentication is required befor making any transactions locally?	If you are using balance Botim Pay password is required, if using card CVV and OTP is required
What can be done if I transfer to wrong account locally ?	You can ask the receiver to give back the money
how to cancel local transaction in Botim?	We can not refund or cancel a local transation. Please make sure you are sending to the right person and verify that the name of the recipient is correct before clicking submit button.
Is there any daily transaction limit?	No limit
Is there a way to increase transaction limit?	No limit
What is Aani?	Aani is an instant payment platform operated by Al Etihad Payments, a Central Bank of the UAE subsidiary. Aani will enable licensed financial institutions, and other payment service providers to offer a new, instant and seamless payement experience. Aani will allow digital payments to be processed on a 24×6 basis, securely and seamlessly from anyone to anyone.
Advantages of Aani?	Aani offers a convenient, secure and user-friendly way to transfer and settle funds anytime, in less than 10 seconds, based on the highest international standards and security measures.
How can I register to Aani?	Open Botim Wallet: Go to the Botim Wallet and select Send Money via Aani. Follow Verification Steps: If you have not already verified your identification, complete the ID verification process as instructed. Accept Terms and Conditions: Read and accept the terms and conditions to proceed. Enrollment Complete: Once verified and the terms are accepted, your Aani registration will be complete, and you can start using the service.
What are key services offered by Aani to individual customers on Botim?	Instant Money Transfers within UAE: Send money instantly to any valid UAE number, making it quick and easy to transfer funds to family, friends, or anyone in your contact list across the country. Self-Transfers: You can also send money to yourself, allowing you to transfer funds between your own accounts or for other personal financial needs. Stay tuned! We will be adding more Aani services on Botim, including the ability to request payments and make payments via QR codes, making your financial transactions even more seamless and convenient.
Can I send money overseas using Aani?	At present, Aani payments are limited to local transfers, allowing customers to send and receive money only between accounts held at licensed financial institurions or payment provider in the UAE, in AED.
What are the fees and charges for using Aani services?	Aani transfers on Botim are free. Withdrawals to your own Aani account will cost 0.5 Aed per transaction.

Question	Solution
What is International transfer service?	This feature lets you send money from UAE to other countries using you added payment methods on Botim app.
Is Botim licensed to provide this service?	Yes, Botim in partnership with PayBy is provideing International transfer which is approved by the Central Bank of UAE.
What information is needed to send an international remittance?	To send an international transfer, you need an Emirates ID for identity verification and basic details such as the beneficiary’s name, bank information, and transfer amount.
Are there any limits on sending money?	Transaction limits apply for users who have completed KYC verification, including per transaction, daily, and monthly caps. These limits vary based on the destination country and the chosen transfer method.
Any there fees for sending money?	Fees vary depending on the destination country and the transfer method used. You can view the specific charges on the homepage of the remittance section.
Are international remittance transactions immediate?	We process remittance requests immediately after payment. However, factors like holidays and verification checks by the recipient’s bank may cause delays.
What transfer methods are available?	Available transfer methods include bank transfers, digital wallets, cash pickup, and UPI. The availability and options may vary by country and are subject to adjustments based on business needs.
Can I use credit cards to transfer money?	We currently do not have the option to top up or use a credit card to transfer money. Alternatively, you can use our Send Now Pay Later to send money now and pay them later in installments
Why is my transaction still in progress?	Your transaction is still in progress due to one of the following reasons: Delay from the receiver’s bank in accepting funds.
Why did my transaction fail?	You transaction could have failed for the following reasons. 1. Invalid beneficiary account information 2. Limit of beneficiary’s account exhausted 3. Rejected by the beneficiary bank due to compliance and other reasons
How long doese it take to get a refund?	For failed or canceled transfers, a refund to your bank account can take 1-3 business days. Refunds to your Botim wallet can be processed instantly.
How can I recall a mistaken international transaction?	Currently, recalls cannot be initiated by users directly. Please contact customer service for assistance.
Can I schedule a future or recurring remittance transaction through Botim?	We do not currently support scheduling future or recurring remittance transactions, but we are planning to introduce this feature.
What happens if the recipient does not receive the money?	If a transaction fails, we will initiate a refund immediately. Refunds typically take 1-3 business days to process.
What is Send Now Pay Later?	SNPL allows a payment freedom where you can send money now and pay later in instalments. It’s the easiest way to cater to your loved ones need now and pay later. Available only on the BOTIM app
How to use Send Now Pay Later?	You can select SNPL option at checkout while transferring money. This applies only to approved users
What is my SNPL approved limit?	The SNPL limit will be determined based on the information you provide, with a maximum of AED 5,000. Once approved, this is a revolving credit limit for remittances. You can use the approved amount in full or in part. After each use, your remaining available limit will be reduced. When you repay, the corresponding limit will be restored.
How can I increase the SNPL Approved Limit	Maintaining a good usage record and repayment history will help increase your approved limit
How many times can I use it?	When there is a balance in your credit limit and no bills are overdue, Send Now Pay Later is always available to you.
What should I do if the remittance fails?	If the remittance fails, you will not be required to repay the corresponding installment fees. If you have already made partial repayments , it will be refunded back to you
When should I repay the money?	If SNPL is used on or before the 10th of the month, the first repayment will be due on the last working day of the same month. If SNPL is used after the 10th of the month, the first repayment is due on the last working day of the following month.
What can I use to make the repayment?	You can use any of your active debit card for SNPL repayment. You can link your card to provide an auto debit instruction via the Botim Application
How to make repayments?	When using Send Now Pay Later, you will be required to activate the auto-debit service. On the billing date, we will automatically deduct the payment from your linked card. Therefore, please ensure that your card has sufficient balance to avoid overdue payments. Additionally, you can manually make repayments anytime by accessing the repayment page through the banner on remittance page.
How much should I repay?	In addition to the utilized amount (which is your transaction amount plus remittance service fee), you will also need to pay installment fees for using Send Now Pay Later. The installment fees depend on the tenor selected and the amount utilized.
Is there a Grace Period?	Yes from the due date, there is a grace period of 4 days. During the grace period the facility will be in overdue but late payment fees will not be charged. For e.g. if your due date is on 31st Jan 2023, grace period is till 4th Feb 2023. If repayment is not received within these 4 days, then late payment fees will be charged on 05th Feb 2023
How much is the late payment fees?	If we are unable to collect the repayment from linked card within the grace period, there will be a late payment fee of AED 50 per month.
Will I be charged additional fees if I make an early repayment?	If you settle all outstanding bills in advance, you will not be required to pay any installment fees for the remaining installments. You will only need to pay an early settlement fee of 1% of the principal amount for the respective installments.
How many installments can I choose for repayment?	You can have installment payments ranging from 1 month up to maximum of 6 months.
What if I get overdue?	Once you are in overdue status, you will be required to pay a late fee of AED 50 per month after the grace period. Additionally, this will have an impact on your personal credit history.
Can I change the linked card for auto-debit?	Yes, you can change the card for auto-debit through the remittance homepage banner and follow the instructions to change the card details .
Can my remittance amount be more than the SNPL approved amount?	When using SNPL the remittance amount including the remittance fees cannot be more than the SNPL approved/available limit
If my SNPL available credit limit is AED 2,000 and I want to send AED 2,500 what should I do?	You can use SNPL to remit AED 2,000 including remittance fees and convert that to installment ranging from 1 month up to 6 months. For the balance AED 500 you can initiate another remittance using any other payment tool of your choice.
When does my SNPL credit limit expire?	Your SNPL credit limit will expire after 3 years. New approval will be subject to internal policy
How do I contact SNPL team?	You can directly email us at customerservice@botim.me & you can also contact us through our number 042468825
How do I report any unathourised or Fraud Transaction?	You can directly email us at customerservice@botim.me and you can also contact us through our number 042468825

Question	Solution
What is a Botim prepaid card? What are the benefits?	The Botim prepaid card is a free digital card that allows you to go cashless by adding it to your digital wallet for tap-to-pay in stores and online. No minimum salary or balance is needed.
How can I apply for a prepaid card?	Activate your free Botim prepaid card directly through the Botim app. Go to Botim Money > Multi Currency Card to start applying
Is there a charge for applying for a card?	Getting a virtual card is free. However you can opt for a standard physical card that cost 25 AED, or a more premium metal card for 200 AED
What is the difference between a digital prepaid card and a physical one?	The Botim prepaid card is a digital card that can be added to your digital wallet for tap-to-pay in stores and online.
Can I use it like a normal bank card for transactions?	Yes, once added to your digital wallet, you can use the Botim prepaid card for transactions in stores and online.
How can I add it?	Activate your free Botim prepaid card in the Botim app and add it to your digital wallet.
How long does it take to receive my physical prepaid card?	Our TAT to deliver card is within 7 working days once you confirm your availability to the delivery agent.
Can I add it to my Apple Pay?	Yes, you can add your Botim prepaid card to Apple Pay for convenient mobile payments. 1. Open the Wallet app on your Apple device. 2. Tap the “+” sign to add a new card. 3. Select BOTIM Prepaid and enter card details. 4. Verify using the on-screen instructions. 5. Once verified, your BOTIM Prepaid Card is added to Apple Pay!
Can I add it to my Google Pay?
How can I close my card?	You can close your card from Botim Money > Prepaid Card > Close Card
How can I view my transaction history? Can I get a statement?	You can view your transaction history within the Botim app from Botim Money > Transaction History
What is token verification?	Token verification is a security process to confirm your identity for card use. It involves verifying a unique code sent to your phone.
How can I set my pin? How can I reset my pin?	To reset your PIN Go to Prepaid Cards -> Select Forget PIN -> Enter Botim password -> Set up new PIN
I lock/ unlock my card?	For security features like locking or unlocking your card, please refer to the Botim app’s settings or contact customer support.
Can I lock/ unlock my card?	Yes, you can go to Prepaid Card page on Botim App and select “Lock” card option.
What is a proxy number?	A proxy number is an alias for your actual card number, enhancing privacy and reducing fraud risk during online transactions.
Where do I find CVV number?	The CVV number for your digital card can be found in the Botim app under card details.
Issues related to Botim purchase?	For any issues related to purchases made with your Botim card, please contact customer support through the app.
How to add Botim card into Samsung wallet?	Option to add Samsung Wallet is not available currently, you can use Google Pay
Can we use botim card to purshase out of UAE?	Yes, you can use the Botim prepaid card for international transactions wherever digital payments are accepted.
What other currencies are avilable in prepaid card?	Currently a user can hold money in AED and USD currency.
How can i add USD to my card?	You can only add AED to your card using the top-up option in the Botim app or by depositing cash at our kiosks. Once you have an AED balance, you can easily convert it to USD within the Botim app.
What are the fees of prepaid card?	Prepaid card is free. There are some usage charges as below: Withdrawal ATM – AED 4.2 (domestic) AED 10.5 (International) Balance inquiry ATM – AED 2.1 (domestic) AED 5.25 (international) Decline Transaction Fee – AED 1.05 (domestic) AED 2.1 (International) Cross Border Cross Currency fee – 2%

Question	Solution
What are the benefits and features of Botim VIP?	· Ad free: No ads, anywhere. Enjoy an ad free experience! · HD Video calls: You will enjoy high-quality HD video calls in a resolution of up to 720p! · Identity Privilege: Stand out with our exclusive VIP badge! · Blur Background Feature: Boost your privacy with the blur background feature! · Early Access: Access our new features before everyone else! · Coming soon: Cloud backup & restore: Never lose your chat history, photos, video, audio files, or attachments when switching phones! All your chat history is backed up to the cloud seamlessly and instantly!
What is the cost of Botim VIP membership?	Memberships start at AED 4.99/month for a single membership · Save 40% with a family bundle (1+4 people), pay only AED 14.99 per month instead of AED 24.98! · Save 20% on Yearly plans by paying AED 49.99 instead of AED 62.49 For the latest price, please check the price in the Botim VIP page directly
How can I sign up for Botim VIP?	1. Log into Botim 2. On the bottom of your screen, click on “Explore” 3. Under Featured, click on “Membership” 4. Click on “Join” or “Subscribe” buttons 5. Select your Billing plan: Yearly, Family Bundle, or Monthly 6. Click “Subscribe” 7. The payment screen will appear, make the payment through your preferred payment provider. 8. Congratulations! You are now subscribed to Botim VIP!
Can I cancel my Botim VIP Membership anytime?	Yes, you can cancel your VIP membership at any time through the App Store or Google Play settings. Once canceled, your VIP benefits will continue until the end of the current billing cycle.
Can I get a refund after canceling my VIP Membership?	Refunds are not provided for partially used subscription periods. Once you cancel, your membership will remain active until the end of your current billing period.
Will I lose my VIP benefits if I change devices?	No, as long as you are logged into the same Botim account, your VIP membership will carry over to any device you use.
What payment methods are available for Botim VIP Membership?	Currently, Botim accepts in-app payments via Google Play or the App Store
Can I upgrade from a monthly plan to an annual VIP plan?	Yes, you can cancel your monthly VIP plan through your Apple/Google subscription page and subscribe to the Yearly Annual Plan from the Botim App
Can I share my Botim VIP membership with others?	No, Your individual Botim VIP membership is for your use only and cannot be shared with other accounts. _x000a__x000a_If you would like to share your VIP membership, consider purchasing Botim VIP Family Bundle or Gift Botim VIP
How do I gift Botim VIP to someone else?	You can gift the Botim VIP to your friends or family through mutliple ways: Gifting monthly VIP to individual contacts 1. Go to Botim VIP in Botim App 2. Click on the “Gift” icon next to your name in Botim VIP Page 3. Purchase the VIP package using in-app purchase 4. Select the contact that you want to gift Get VIP for yourself Gift monthly VIP up to 4 other contacts through Family Bundle 1. Go to Botim VIP in Botim App 2. Click on Subscribe 3. Purchase the Family Bundle VIP package using in-app purchase 4. Select the contact that you want to share the family bundle with 5. You can manage your contact through the “House” icon next to your name in Botim VIP Page
What is Botim VIP Family bundle?	The Botim VIP Family Bundle is a subscription plan that allows you to enjoy all VIP benefits and share your VIP membership with up to 4 additional Botim contacts, making it easier and more affordable to enjoy premium features together.
What is token verification?	Token verification is a security process to confirm your identity for card use. It involves verifying a unique code sent to your phone.
How can I set my pin? How can I reset my pin?	To reset your PIN Go to Prepaid Cards -> Select Forget PIN -> Enter Botim password -> Set up new PIN

Question	Solution
What is the Bills and Recharges Service?	Our Bills and Recharges service allows you to easily pay your utility bills (electricity, water, gas, internet, etc.) and recharge your mobile through a secure and convenient platform. You can manage all your payments from one place.
Which services do you offer under the Bills & Recharges service?	Under our Bills & Recharges service, we offer a wide range of options to help you manage your payments and recharges, including:
	Telecom Services: Du, Etisalat, International Top Up
	Utilities: AADC, Ajman Sewerage, EW, Ista, Lootah Gas, Sergas, ADDC, SEWA
	Transport: Dubai Police, Nol, Salik, Hafilat, Mawaqif
How do I pay my bills or recharge?	To pay your bills or recharge, follow these simple steps:
	1. Open the Bills & Recharges page from the Botim Wallet, Explore Page, or Chat Page.
	2. Click on Link Accounts.
	3. Select the service provider (e.g., electricity, water, mobile carrier).
	4. Enter your account details.
	5. Click on Link Account.
	6. Finally, select Pay Bill or Recharge your account.
Will I receive reminders to pay my bill?	Yes, for postpaid accounts, once your bill is due, we will send your bill as a message in the official Bills & Recharges account. You can make the payment directly from there with just one tap.
Will I receive reminders to pay my bill?	For recharges, we will send you a reminder message when your account is running low, based on your previous recharge history, so you can top up on time.
What payment methods are accepted?	We accept multiple payment methods, including:
	Botim Wallet
	Credit/Debit cards (Visa, MasterCard, etc.)
	Apple Pay / Samsung Pay
Is there a service fee for paying bills?	No, there is no service fee for paying bills or recharges. All payments made through our platform are free of charge.
Can I pay bills for multiple services in a single transaction?	Yes! You can add multiple bills and recharges to your cart and pay for them in one transaction. This makes it easier to manage multiple payments at once.
How do I view my past payments?	You can view all your past payments by visiting the Transaction History section in your account. This will show a detailed list of all completed transactions, including bill payments and recharges.
What should I do if my payment fails?	If your payment fails, you will receive an error message with details. You can try the payment again or choose a different payment method. If the issue persists, please contact our customer support for assistance.
How long does it take for my payment to reflect?	Payments are typically processed instantly. However, some service providers may experience delays and take up to 48 hours to update your account. You will receive a confirmation message once your payment has been successfully processed.
Can I link multiple accounts to my Bills & Recharges service?	Yes, you can link multiple accounts (e.g., multiple mobile numbers, utility accounts, etc.) to your Bills & Recharges service for easy management of all your payments.
Can I make payments or recharges for someone else?	Yes, you can make payments for someone else by entering their account details (e.g., their mobile number or utility account number) when completing the transaction.

Question	Solution
How can I set the passcode for login?	You can set a 6-digit passcode for logging in to your Botim account on a trusted device (see .. on how to manage trusted devices). Here’s how to do it: Tap Me > Account > Manage My Account > Passcode. Follow instructions to set your passcode. You can change your passcode or turn it off afterwards.
How can I manage my trusted devices?	Adding devices to your trusted devices list will let you be able to log in without obtaining a OTP. Here’s how to manage your trusted devices: Tap Me > Account > Manage My Account > Trust Devices. You will get the list of all your trusted devices. You can tap any one in the list and you will see the button to remove it.
How can I change my registered mobile number?	If your old number can still receive SMS verification: Make sure your Botim app is updated to the latest version. Log in using your old phone number. – Go to Me → Wallet → Settings → Account → Phone Number to update your number. If your old number cannot receive SMS but you still have access to your account: Follow the same steps above to update your number within the app. If you no longer have access to your old number and cannot log in to your Botim account:Please reply to this thread with the following details: Your old and new phone numbers Double-sided photos of your EID Proof of ownership for both numbers Our support team will manually review your request.
How can I update my Emirates ID?	Your Emirates ID can be updated in the app through the following steps: If your Emirates ID is due to be renewed, you should see an “Update Emirates ID” banner when you login, or by clicking on any Botim Money service. Click on “Update Emirates ID”. You should see 3 options: “Sign in with UAE PASS”, “Upload ID”, and “Scan ID”. If you sign in with UAE PASS, then it should update your ID automatically. You can skip the remaining steps. If you Choose “Upload ID”, make sure to upload a digital copy of your new Emirates ID. If you choose “Scan ID”, you will be redirected to your Camera app, where you can use it to scan a physical copy of your Emirates ID, front and back. Verify your information, make sure everything is correct, then click ‘Confirm’. If successful, your account should be activated and your Emirates ID updated. This may take up to 2 – 3 business days.
How can I cancel/delete my Account?	To Delete Botim Money/PayBy Account In order to delete your Botim Money/PayBy account, please ensure that all pending transactions have been cleared. Also, kindly ensure that you delete your Botim Prepaid Card. Login to Botim Click on Botim Money Click on the gears icon on the top right Click on “Accounts” Click on “Delete Account” at the bottom A screen will appear asking for the reason you are deleting your account. Select your reason and click “Delete My Account” A Confirmation page will appear, stating the following: By closing the account, the following assets and right will be waived a. Your Botim payment wallet will be closed, and all agreed agreements will be canceled b. Personal identification information, bank accounts information, and historical transaction records will be deleted and cannot be restored c. The credit line will be cleared and transaction records will be deleted * please ensure that all transactions have been completed without disputes Click “Confirm to delete account” If there are no loans or transactions pending, the account will be deleted within 7 days, and in the meantime will be temporarily disabled. This may take up to 15 days. To Delete Botim Account Login to Botim Click on “Me” Click on “Account” Click on “Delete Account” A screen will appear asking for the reason you are deleting your account. Fill in your reason and click “Delete My Account” You will see a confirmation screen, stating that. Deleting your account will: – Delete your account from Botim – Erase your message history -Delete you from all groups Confirm your phone number by entering it, then click “Delete My Account” A confirmation alert will appear asking for your confirmation, click “DELETE” If your account still has some ongoing requests, you will see an alert stating that your account still has some associations to be processed, click on “DELETE”, or click “SEE MORE” to view the requests. Click on “DELETE”. Account will be instantly deleted.

Question	Solution
How do I access RNPL?	RNPL mini program will be available under Botim → Botim Money
Why can’t I see RNPL under Botim?	Your Botim number may have not been whitelisted. Please contact RNPL support on customerservice@botim.me or 6005 BOTIM for getting your Botim number whitelisted
How does RNPL work?	We offer access to premium residential solutions in the UAE with our Rent Now Pay Later (RNPL) service. With our RNPL, tenants can pay their rent payments in monthly, more manageable installments, while we pay the rent to landlords, upfront. Check your eligibility by giving us a few details about yourself. You will be granted a pre-approved limit within seconds. Our real estate partners will contact you to guide you through the next steps. Once you have agreed on the desired property, the RNPL officer will raise an RNPL order with us, on your behalf. Upon satisfactory review of the submitted details, we will extend a loan offer to you. You will need to review the offer and agree to our RNPL terms and conditions. After making a downpayment (1 month rent), you can proceed with your tenancy contracting process Your monthly repayments will be through direct deductions from your bank account via UAEDDS mandate
What are the eligibility requirements for RNPL?	Requirements may vary and is based on our internal policies and procedures. However, they generally include: Being of legal age (21-60 years) Being a UAE resident with valid Emirates ID Having a regular income from a verified source Meeting minimum credit score thresholds
What documents do I need to apply?	Our assessment process is fully digitized and hassle free. We only need you to scan/upload your Emirates ID.
How much can I borrow for rent?	This depends on your financial situation and our assessments. We may offer you up to AED 200,000 provided you successfully pass our eligibility criteria and risk assessments.
Can I apply again if my RNPL request is denied?	Yes, we strongly encourage customers to apply again when they have all the necessary conditions in place to meet our requirements.
Can I apply on behalf of someone else?	No. You need to apply directly for transparency and to increase the possibility of getting a credit through Rent Now, Pay Later.
Can my spouse/partner be a co-applicant?	No. At present we allow only single applicants for RNPL.
Is there a limit to how many times I can use RNPL?	At any point in time, you can have only one active RNPL application with us. Once your RNPL application has expired, you may apply again. There is no limit to the number of times you can avail the RNPL service in sequence.
I have been given a pre-approved rent limit. What happens next?	Receiving a pre-approved rent limit means you can now move forward with finding your new home. Our real estate partners will be in touch with you shortly to guide you through the next steps of your RNPL application process. The real estate team will work closely with you to help: Understand your pre-approved rent limit and budget Search for properties that fit within your approved rental range or if you have already identified a property, our team will help you discuss the RNPL details with your landlord or agent Alternatively, if you’d like to get started right away, you’re welcome to proactively contact our real estate partners at [Phone Number] or [Email Address]. They’ll be happy to have an initial conversation and get the process moving. Once you agree on a property and rent details, a broker from our real estate team, will raise an RNPL order with us, on your behalf.
My pre-approved limit has expired. What should I do next?	If your pre-approved rent limit has expired, you have a couple of options moving forward: You can submit a new application with us to get a fresh pre-approval. This will allow you to continue your search for a new home within an updated approved rental range. Alternatively, if your financial situation or housing needs have changed since your initial application, you’re welcome to apply again with us. We can reevaluate your eligibility and provide a new pre-approved limit.
Can I rent anywhere?	You can consider renting anywhere in the UAE, provided your landlord agrees to participate in the RNPL. Our real estate partners can assist you with the conversations with your landlord/agent.
Can I use RNPL for renting commercial properties?	No. We only finance residential rentals.
Will you finance short term rentals?	Not at the moment. Your tenancy need to be of one year (12 month) period.
Is it mandatory to have the tenancy in my name?	Yes. We have assessed your eligibility and granted you the credit line. Hence it is mandatory, the tenancy contract must be in your name.
How does this affect my relationship with my landlord?	Your landlord receives the full rent payment on time from Quantix. Your RNPL agreement and repayments are separate from your lease/tenancy contract.
What if my landlord doesn’t accept the RNPL agreement?	Our real estate partners will assist you in speaking to your landlord to provide reassurance and in reaching an agreement. However, in spite of our best efforts, if your landlord refuses to participate, you may need to explore other options.
What if I change apartments mid-repayment?	You can contact us to make an early repayment and close your loan
I have received a Loan Offer from Quantix. What should I do now?	Congratulations on your RNPL Loan Offer, you are one step away from your dream home. Here is what you must do next. Please review your offer carefully, read and provide consent to the RNPL agreements and make the specified downpayment. Upon successful payment, we will initiate your Direct Debit mandate with CBUAE and your bank. This enable you to make automated and hassle-free monthly repayments from your bank account. All you need to do is to ensure to maintain sufficient balance in your account. Upon receiving the Direct Debit mandate, you need to sign and agree to the same Following this your agent will commence the tenancy and contracting process.
I have accepted the loan offer and made the downpayment. What happens next?	Upon successful payment, we will initiate your Direct Debit mandate with CBUAE and your bank. This enables you to make automated and hassle-free monthly repayments from your bank account. All you need to do is to ensure maintaining sufficient balance in your account. Upon receiving the Direct Debit mandate, you need to sign and agree to the same Following this your agent will commence the tenancy and contracting process.
Can I cancel my loan offer if I change my mind?	You have the right to cancel the RNPL loan offer made to you at any time before you accept the agreement or make the required downpayment. However, once you have waived or passed the cooling-off period, you will not be able to cancel your RNPL application.
My RNPL loan offer expired. What should I do now?	You may contact your broker to raise a new RNPL order for you.
What are the charges for RNPL?	We have no hidden charges. The full price breakdown is conveyed to you when we offer you the personal credit limit.
Are there any charges or fees?	Some offers charge usage fees on you credit line along with certain flat fees, while some offers are totally free of any charges. Always read the terms carefully to understand the total cost.
What is the interest rate like?	The interest rate for Rent Now, Pay Later is charged on your approved credit line amount, but on a reducing balance basis. This means that the overall interest payment you have to make significantly reduces as you consistently pay off your loan even though the interest rate stays the same.
What happens when I do not make payment after my due date?	If your payment fails on the due date, you will be charged a late payment fee. If your instalment continues to remain unpaid, there might be further consequences as stated in your RNPL agreement. Repeated missed payments could affect your credit score or ability to use the RNPL service in the future
Can I pay off my balance early?	Yes, we allow early repayment, often without penalties. Check the specific terms of your agreement
Can roommates split the rent payment through this service?	No, we don’t offer this feature yet. As the RNPL offer is made to you, you will need to take responsibility for the timely payments.
I’m unable to log in as a Broker. What should I do?	If you are unable to log in as a Broker, it likely means one of two things: Your company has not registered your details with us, or has requested that we remove your access. There may be an issue on our end that is preventing you from logging in. To resolve this, please reach out to your company directly. They will be able to work with Quantix to ensure your Broker access is properly set up and enabled. Once they’ve done that, you should be able to log in without any issues.
Why am I being asked to undergo KYC myself?	As part of our standard procedures, we require all RNPL users to complete the KYC (Know Your Customer) verification process. This is an important step to help confirm your identity and get seamless access to our Botim services.
I want to apply for RNPL services myself. How can I do that?	We apologize for the inconvenience, but we currently do not allow brokers to raise RNPL applications on their own behalf. This policy is in place to maintain the integrity of the application process.
I am unable to find the tenant in the system?	I am unable to find the tenant in the system? The tenant you are searching for may not be listed in our system for the following reasons: Ensure you are typing the BOTIM UAE mobile number of the tenant in the correct format (+971 5x xxxxxxx) The tenant may have not applied for the RNPL pre-approval. Contact your tenant to ensure they have applied for RNPL with us. The tenant may not have been successful in getting a pre-approval from us. The tenant’s pre-approved limit may have expired. You need to ask your tenant to apply again with us.
When should I raise an RNPL order for the tenant?	You can raise the RNPL order when the following pre-requisites have been completed Tenant has finalized the property to rent The tenant and landlord has agreed on the annual rent and the number of cheques The landlord has agreed to participate in the RNPL process The landlord has signed the PM Contract with your company You have obtained the copy of title deeds of the property confirming the ownership of the landlord
I have submitted the RNPL order for the tenant. What happens next?	You need to email the relevant documents to Quantix RNPL Officer at RNPLHelp@quantix.ae. Upon receiving the documents, the Quantix RNPL officer will review the documents and the details mentioned in your RNPL order. In case of any clarifications, the Quantix RNPL Officer may contact you for obtaining additional information If the details provided in the RNPL order and the documents are found satisfactory, the Quantix RNPL Officer will approve your RNPL order and the tenant will receive a Loan Offer from Quantix
I am unable to edit an RNPL order that is in draft status?	Please ensure this RNPL order was created by you and not by your colleague. You can only edit an RNPL order drafted by you. If have a valid reason to edit the RNPL order drafted by your colleague, please contact Quantix RNPL support at RNPLHelp@quantix.ae
I am unable to edit the RNPL order after submission?	You will not be able to edit an RNPL order once it is submitted.
I am unable to submit my draft RNPL order?	Please ensure the pre-approved limit of the tenant has not expired. If you are still facing issues, please contact Quantix RNPL support at RNPLHelp@quantix.ae
How many RNPL orders can I create for a tenant?	You can only create one RNPL order for a tenant at a time. However, if the RNPL order created by you moves into one of the following statuses, you will be able to create another new RNPL order for the same tenant, provided, the tenant’s pre-approved limit has not expired. Order Canceled (By you) Order Rejected (By Quantix RNPL Officer) Loan Canceled (By Tenant) Loan Expired
Why is my colleague not able to edit the RNPL order I created?	A RNPL order can only be edited by the same broker who drafted the order. If there is a valid reason you need to edit the RNPL order drafted by your colleague, please contact Quantix RNPL support at RNPLHelp@quantix.ae
Why am I not able to edit the RNPL order drafted by my colleague?	Please ensure this RNPL order was created by you and not by your colleague. You can only edit an RNPL order drafted by you. If have a valid reason to edit the RNPL order of your colleague, please contact Quantix RNPL support at RNPLHelp@quantix.ae
How will I get notified if my RNPL order is approved?	You will receive a notification in your Botim Official Account. Log into Botim application and navigate to “Chats” Click on “Official Account” tab
The RNPL order was rejected by Quantix. What should I do next?	You may contact the Quantix RNPL Officer on RNPLHelp@quantix.ae to understand the reason and discuss further course of action.
What happens if the tenant’s pre-approved limit expires?	Please advise your tenant to apply for a fresh RNPL pre-approved limit.
Where can I see RNPL notifications?	You will receive all notifications from RNPL system in your Botim Official Account. Log into Botim application and navigate to “Chats” Click on “Official Account” tab Additionally, the RNPL Officer, in certain circumstances, will email you on your official email address.
How do I communicate with Quantix RNPL officer?	You can communicate with RNPL Officer by emailing at RNPLHelp@quantix.ae
How do I send document to Quantix RNPL officer?	You can send documents to RNPL Officer by emailing them at RNPLHelp@quantix.ae. Kindly ensure that you provide the RNPL Order# in all communications, if applicable.
What are the documents to be send for Rent-To-Rent Model?	After raising the RNPL Order, you need to email the following documents to the RNPL Officer at RNPLHelp@quantix.ae Copy of Main lease signed by your company and owner of property Copy of Title Deed to prove the ownership of the property After completing the tenancy and contracting process, you need to email the following documents to the RNPL Officer at RNPLHelp@quantix.ae Tenancy Contract with RNPL Addendum and signed by all parties Registered tenancy (Ejari, Tawfeeq…) Scanned clear copies of cheques from tenant (if applicable). Physical cheques need to be passed onto to Quantix before disbursement dates Kindly ensure that you provide the RNPL Order# in all communications, if applicable.
What are the documents to be send for RNPL Model?	After raising the RNPL Order, you need to email the following documents to the RNPL Officer at RNPLHelp@quantix.ae PM contract signed between your company and landlord/PMC Copy of Title Deed to prove the ownership of the property After completing the tenancy and contracting process, you need to email the following documents to the RNPL Officer at RNPLHelp@quantix.ae Tenancy Contract with RNPL Addendum and signed by all parties Registered tenancy (Ejari, Tawfeeq…) Scanned clear copies of cheques from tenant (if applicable). Physical cheques need to be passed onto to Quantix before disbursement dates Kindly ensure that you provide the RNPL Order# in all communications, if applicable.
Tenant has accepted the Loan Offer and made the downpayment. What happens next?	We will initiate the Direct Debit mandate request. Once the Direct Debit mandate is signed by the tenant and approved by the tenant’s bank, we will inform you via Botim Official Account You may commence the tenancy and contracting process upon receiving our confirmation
What happens if the Loan Offer of the tenant expires?	If the pre-approved limit of the tenant is still valid, you may raise a new RNPL order for the tenant. If the pre-approved limit of the tenant has expired, you may advise the tenant to apply with us again.
When can I start the tenancy process?	You may start the tenancy process once we confirm to you that the Direct Debit mandate of the tenant is activated
All parties have signed the tenancy contract. What happens next?	You need to email the tenancy documents to the RNPL Officer at RNPLHelp@quantix.ae Tenancy Contract with RNPL Addendum and signed by all parties Registered tenancy (Ejari, Tawfeeq…) Scanned clear copies of cheques from tenant (if applicable). Physical cheques need to be passed onto to Quantix before disbursement dates Kindly ensure that you provide the RNPL Order# in all communications, if applicable. RNPL officer will review the documents and if found satisfactory, will approve the tenancy. You will be notified via Botim Official Account
How are the disbursements made?	We will disburse the rent to your company’s official PayBy wallet as per agreed schedules and settlement process
The tenant has contacted me, explaining difficulty in making repayments as per schedule. What should I do?	The tenant is contractually obligated to make timely repayment to Quantix as per the agreed repayment scheduled provided to them in the RNPL agreements, failing which Quantix is authorized to initiate recovery process and/or trigger eviction. You need to remind the tenant on their obligations and advise them to ensure timely repayments. You may also, advise the tenant to contact Quantix at customerservice@botim.me and +97142468825 , should they need support in replanning their repayments. Late payment fee will apply for all late payments as communicated to them via the RNPL agreements.
What is Direct Debit?	Direct Debit (UAEDDS) is a way to make monthly loan repayments from your bank account. Repayments are taken from your bank account automatically every month according to the instructions in the Direct Debit mandate. Generally direct debits are taken on the next working day. Your direct debit will be setup when you sign a Direct Debit Mandate originated by Quantix using the platform of Direct Debit System FZ LLC. Direct Debit System FZ LLC is duly authorized & regulated under the banking license of sponsor bank to run aggregate service for UAEDDS. Whereas UAEDDS is regulated by UAE Central Bank. For more information on Direct Debit System FZ LLC visit this link.
Are there any pre-requisites that I need to be aware of for a smooth approval of my Direct Debit mandate by CBUAE and/or my Bank?	Yes, there are a few key pre-requisites steps that you need to complete to ensure your Direct Debit Mandate is approved by your CBUAE and Payer Bank. This will ensure a smooth progression of your loan processing. Step 1: You will require UAE Pass to login into Direct Debit App. Please download UAEPASS app in your device and activate your UAE Pass For Android Users: https://play.google.com/store/apps/details?id=ae.uaepass.mainapp&hl=en For iOS users: https://apps.apple.com/ae/app/uae-pass/id1377158818 Step 2: You need to ensure that your UAEPass signature is valid and has not expired. Direct Debit requires you to sign the mandate with your UAEPass signature To check validity of your UAEPass signature, follow the below steps Login to https://uaepass.ae/ website You can view the expiry date of your signature on the “Dashboard” If your UAEPass signature has expired or you are unsure of the validity of your UAEPass signature, you follow the below steps to reactivate your signature: Login into UAEPass app Navigate to Profile → Reset Sigining Password → Face Verification Follow the onscreen instructions to reset your password Navigate back to Home → Sign Document Choose any document from your device Follow the onscreen instructions to sign your document Download the signed document to your device Navigate back to Home → Verify Signature Choose the document your signed earlier from your device UAEPass will display the validity of the signature on screen If your signature is not validated, try resetting your password again
How will I come to know about the Direct Debit mandate request?	You will receive a SMS just as soon as a direct debit mandate is requested by Quantix. SMS will contain a link to download Direct Debit App. Once you enter into the Direct Debit App using UAEPASS you will be able to see the Direct Debit mandate for your RNPL repayment from Quantix. You can then sign and execute it. Once your Direct Debit mandate is activated, you will be responsible to ensure that your linked bank account is sufficiently funded at all times in order to satisfy your liabilities to Quantix.
Why did not I receive a SMS from Direct Debit with regards to the new mandate?	You will receive a SMS on the mobile number associated with your Emirates ID , within one day of the creation of the direct debit mandate. If the number associated with your Emirates ID is not same as your Botim Mobile number, we suggest you download the Direct Debit App from Google Play or Apple store. You will be able to view your Direct Debit mandate in the Direct Debit App and proceed to view and sign the mandate in the app.
Where can I get the Direct Debit App?	You can download the Direct Debit App from Google Play or Apple store. For Android Users: https://play.google.com/store/apps/details?id=ae.directdebit.dds&hl=en For iOS users: https://apps.apple.com/id/app/direct-debit-system/id1550348321 You need UAE Pass to login into Direct Debit App. Do download and activate your UAE Pass.
What are the advantages of Direct Debit to me as a payer?	With automatic payments, you can be relaxed from the intimidating task of what needs to be paid and when. As a payer , the only thing you need to ensure is to maintain sufficient balance in your linked account to cover the repayments. It is secure as it is regulated by UAE Central Bank Your data is safe No need to write post-dated cheques No queuing at banks or exchange houses to make the repayment
How I be sure that my data is secure?	This Direct Debit platform is hosted on a government owned and managed cloud. What this means for you is your data is in best protected place under government provided firewalls. It is never used for marketing other than notifying and enabling you to transact Direct Debit with Quantix. Platform is compliant with Dubai Electronic Security Certificate (DESC) which is one of the best in the world for data security and safety.
I have several bank accounts, which account will be used for Direct Debit?	We recommend that you link your salary account to the direct debit mandate to facilitate timely repayments. However, you may choose any of your own bank account for direct debits. It is your sole responsibility to ensure sufficient balance in your bank account linked to the direct debit.
Can I choose to repayment using Credit Card instead of a bank account?	We strongly recommend that you link your salary account to the direct debit mandate to facilitate timely repayments. However, you may choose your credit card for direct debits. However, please be aware of the below: Your bank may charge you an additional “Cash Advance” fee when using a credit card to make repayments towards your loan. It is your sole responsibility to ensure sufficient limit in your credit card that is linked to the direct debit.
Can I refuse to opt for direct debit AND opt for paying only by PDC?	No, all loan/finance payments should ONLY be paid using DIRECT DEBIT. Institutions that lend will NOT accept Post-Dated-Cheques from customers.
What legal consequences would a failed direct debit lead to? Would a failed direct debit request be a criminal offence?	A Direct Debit Authority (DDA) establishes a legally binding contract between you and Quantix. In simple terms, a failed Direct Debit and bounced cheque have equal weight in eyes of law. If you breach your contract, Quantix can submit to the jurisdiction of the UAE Courts. As the DDA shall be in accordance with and governed by the applicable laws of the UAE including the Federal Law No.(18) of 1993 Commercial Transactions Law. However, the proceedings would be civil not criminal.
Will there be direct debit on weekends and public holidays? What if I am not able to fund my account due to a public holiday(s)?	Direct Debit instructions will not be executed on weekends and other declared Banking Holidays. If the due date for a payment is during the holidays, then the payment will be affected on the next working day. You should always ensure sufficient funds are available in your account to honor direct debit commitments. In the event of any shortfall, you will be liable for any costs, fees, penalties and charges levied by your bank. Please also note that partial payment of any Direct Debit Instruction will not be executed.
Can I cancel my RNPL direct debit setup by calling my bank?	No. Only Quantix is authorized to cancel the direct debits setup for RNPL repayments.
Can I instruct my bank to refuse a Direct Debit payment?	No. Only Quantix is place a request to amend/stop/cancel a direct debits payment.
What are the charges that would be levied for each direct debit into my account?	If sufficient funds are held in your account to honour the direct debit requests, then there will be no charges. Charges may be levied only if you do not maintain sufficient funds in your account and a direct debit request is being dishonored by your bank for that specific reason. The charges will vary depending on your bank.
How can I change my direct debit setup if my salary is going to be transferred to a different bank?	You must contact Quantix support to discuss your options on customerservice@botim.me and +97142468825
Would I be allowed to change my bank or transfer salary if I have enrolled for direct debit?	You must contact Quantix support to discuss your options on customerservice@botim.me and +97142468825 . You will need to approach the Quantix for requesting for any cancellations/amendments/stop request for RNPL repayments. A direct debit will continue to remain active with your bank, until such time the DDS is canceled/amended/stopped.
Will the direct debit setup be cancelled automatically, if i close the loan?	Yes, if you have fulfilled all your commitments towards the RNPL loan, Quantix is obligated to cancel the direct debit without a written request from you.
If I settle my loan early, how can I cancel my direct debit setup?	If you do settle your loan early then Quantix is obligated to cancel the direct debit without a written request from you.
Who do I approach if direct debit continues after loan has been closed?	You must immediately contact Quantix support on customerservice@botim.me and +97142468825. We will investigate the matter and wrongful deduction is found, we will initiate refund process.
How often can Quantix make claim based on direct debit setup?	The number of times Quantix can make claims based on a direct debit depends on the number of instances that you authorized us to claim in the direct debit authority. If you sign up for 12 instances, then Quantix is allowed to raise claims till such time 12 instances are PAID. 13th presentation will be rejected by the UAEDDS even if Quantix claims for it.
What consumer protection is offered for payments made using direct debit?	The UAEDDS has been designed and implemented to ensure that customer rights are protected at all times. It is as secure as any other mode of payment being used today with the added benefits of convenience. You should also submit the direct debit request after understanding the terms and conditions.
Is there a way to read my account statement for direct debit?	Yes, your account statements shall have: a. DEBITS due to DIRECT DEBITS & b. CREDITS due to DIRECT DEBIT RETURNS (NO PAY). It is your obligation to exercise reasonable care and vigilance in the operation of your account in the context of direct debit payments. Your bank will make payments on the basis of the signed direct debit authority, and are not otherwise obliged to review or inform you about activity on your account, unless mutually agreed and except as required by the Rules.
Would I be charged if direct debit is dishonored for lack of funds in my account?	Yes, every time a direct debit request is dishonored for lack of funds in your account, your bank reserves the right to apply a charge. Quantix reserves the right to charge you a late payment fee if the repayment is not completed on the due date.
Is there a forum where I can raise complaint related to direct debit?	You should contact Quantix support on customerservice@botim.me and +97142468825to raise any complaints related to direct debits. If you wish to raise a dispute on a direct debit transaction then: You should approach your bank and submit a duly filled in dispute lodgment request form OR The Central Bank of the UAE by registering a complaint at www.centralbank.ae OR Write to Consumer Protection Unit at complaint@cbuae.gov.ae OR Call Consumer Protection Unit at 02- 6915290 / 02- 6915453

Question	Solution
Why can’t I see the option or apply for Send Now Pay Later (SNPL) anymore?	We are currently conducting scheduled service maintenance and system enhancements for the SNPL feature. During this time, some functionalities may be temporarily unavailable. We are working to complete these updates as quickly as possible and will notify you once full access is restored. We’ll notify you once applications reopen.
I was approved for SNPL earlier, but now I cannot use my remaining credit limit. Why?	We are currently conducting scheduled service maintenance and system enhancements for the SNPL feature. During this time, some functionalities may be temporarily unavailable. We are working to complete these updates as quickly as possible and will notify you once full access is restored
When will the SNPL service be available again?	We are actively working on improvements and will share updates once the service is re-enabled. Please keep an eye on the Botim app for notifications.
Is my existing SNPL loan still active?	Yes, any active SNPL loans remain unchanged. You can view your dues and repayment plan in the SNPL mini program in your Botim app and continue repaying as per your agreed instalment schedule.
Will this affect my repayment or due dates?	No, your repayment obligations and due dates remain the same. Please ensure timely repayments to maintain a positive credit profile. Kindly note that all payment records will be shared with AECB as per regulatory procedure.
I was approved for SNPL but didn’t use the full credit. Can I use the remaining amount later?	The SNPL service is currently undergoing scheduled system maintenance and upgrades. During this period, new loan orders cannot be created. Once the service is fully restored, you will be able to view and use your available credit balance as applicable.
Is there a problem with my account or eligibility?	There is no issue with your account or eligibility. The SNPL service is currently undergoing scheduled maintenance and enhancements, which may temporarily affect certain features for all users.

Question	Solution
How can I process my employee’s salary through the UAE WPS system?	1. Sign up for the Botim Payroll solution https://www.payby.com/ 2. Onboard your employees. 3. Transfer money to your business wallet. 4. Submit payroll file
Who can enroll for the Botim Payroll solution?	All companies registered in the UAE can enroll for the Botim Payroll solution at zero registration fees. This includes mainland, free zone, and government enterprises.
Does the Botim Payroll solution comply with UAEWPS law?	Yes. Salary processing is streamlined using the UAEWPS system, but we are flexible and can process salaries without the UAEWPS system upon request.
Is it mandatory to process salaries through the UAEWPS system?	If your company is registered with MOHRE, it is mandated to process your employees’ salaries through the UAEWPS system. Failure to comply will result in your company being blocked and penalized by the MOHRE.
Can I process salaries using both WPS and non-WPS systems?	Yes, you can process salaries using both WPS and non-WPS systems through Botim Payroll.
Can I apply for a card for my employees?	Yes. You can apply for a Botim Salary card for your employees. There is no minimum salary or minimum balance required
Can I process salaries for employees using other bank accounts?	Yes. You can process the salary for all employees with a Botim Salary card, as well as employees with other bank accounts.
How long does it take to process salaries using WPS?	If we receive fund and file before 5PM, they are processed within the same day.
How can I transfer the salary funds?	You can transfer salary funds from a bank account to the wallet. You can also deposit cash or cheques at First Abu Dhabi Bank cash deposit machines.
How will I be notified when salary has been processed?	An email will be sent to your registered email address when the process is completed, and employees will receive a notification to let them know. Your employees can check their balance on the Botim app at any time.
What is the SIF routing code?	741310101. It is similar to Bank routing code and is used to identify the bank.
My MOL ID is blocked, how can I unblock it?	Simply get a report from the MOHRE stating that your salary is pending from the company and process it with Botim Payroll solutions.
How long does it take to get Botim Salary cards?	Botim Salary Cards will be delivered in 2-3 working days.
Where will cards be delivered?	The cards will be delivered to the business address registered on Botim Payroll.
How can I replace a card?	Replacement cards can be requested from Botim Payroll portal. Alternatively, your employees can request a replacement card directly through the Botim app.
How can my employee onboard on Botim?	Each Botim Salary card has a personalized QR code. After downloading the Botim app, your employees can scan their QR codes and start their onboarding journey. After onboarding, they can also scan the QR code to access their wallet, transfer money, and much more. Alternatively, they can onboard directly on the Botim app. Under the ‘Wallet’ tab, employees can navigate to the ‘Salary Card’ page. Here, they can onboard and access all services.
If my employees are having issues, who can they contact?	Email: customerservice@botim.me Users can also reach on our chatbot Botim Cares on the Botim app
Can I get a bank statement?	Customers can request a bank statement on the Botim app. Soft copy can be downloaded immediately. Hardcopy may take 3 – 5 working days
Can the salary card be added to Apple Pay?	Salary card can only be added to Google Wallet.
Are salary cards linked to the Botim wallet?	yes. salary card is linked to your Botim wallet.
Is there an IBAN associated with the salary card?	Yes. It is a different IBAN than the one linked to a customer’s wallet IBAN. This IBAN is used by the employer to deposit the employees’ salary into their salary account.

Question	Solution
What is Easy Cash?	Easy Cash is a revolving credit line, where you can withdraw money at any time with multiple installment repayment schedule.
How much can I withdraw?	The credit limit might be up to AED 1,000 depending on your credit record, repayment history and financial related behavior.
What’s the number of installments I can make for repayment?	It’s fixed term of 3 months.
How can I apply for this product?	You will need to get approval and activate it by following the flow in any entrances for this. We will review and give the result based on your combined behavior especially payment record on Botim.
How do I receive the money?	You will receive the money in your Botim wallet, and you can further withdraw the balance to your bank account with a 2% processing fee, or use it to pay for Botim services.
Do I need to pay any before I get the money?	No, you don’t need to pay any fee before you get the money.
How to withdraw the money?	As long as there’s valid credit remained, you can always use the money (withdraw the money to Botim Wallet ) by clicking “Withdraw” button in the Easy Cash homepage.
How soon will I receive the money?	Once you finish the withdrawal process, you will receive the money immediately.
How is the interest calculated?	Interest is calculated on a daily basis. ** Daily interests = remaining principal * 0.1%
What else I need to know for this financial product?	Single loan: multiples of AED 10 Periods: 3 months (fixed) Interest: remaining principal0.1%number of days used If overdue, interest on the principal will stop being calculated First order interest-free period: 7 days (only for the first loan, starting from the 8th day, the interest corresponding to the order will be calculated based on the first day) Penalty once overdue: – Amount: AED 5 + remaining overdue principal0.4%*corresponding overdue days Repayment date: 5th of each month If the loan date is <= 20th, the repayment date will be the 5th of every month starting from the next month; If the loan date is > the 20th, all repayment dates will be postponed by 1 month, that is, the 5th of every month starting from the next month. Multiple bill processing method:  Bill consolidation (i.e. the penalty, interest, and principal of multiple due bills are added up and combined into one bill) Minimum repayment amount: min(current bill balance, 5)
How do I repay the money?	You can check your bill anytime on the Easy Cash homepage and initiate the repayment process by accessing the bill details. Currently, we support repayment via bank cards and Botim Wallet balances.
Can I repay the money in advance?	Yes, you can repay the money before due date, with no default fee charged.
Can I make partial repayment?	Yes. However, we strongly recommend you to repay the total amount of the bill to avoid any late repayment fee.
What if I get overdue?	Firstly, your remaining credit of Easy Cash will be frozen until you settle all the overdue bills. Secondly, it might affect your future valuation on other products (loan products review and even Botim function utilization) Last but not least, it might affect your credit bueal which can be checked by other institutions.
How can I replace a card?	Replacement cards can be requested from Botim Payroll portal. Alternatively, your employees can request a replacement card directly through the Botim app.
How can my employee onboard on Botim?	Each Botim Salary card has a personalized QR code. After downloading the Botim app, your employees can scan their QR codes and start their onboarding journey. After onboarding, they can also scan the QR code to access their wallet, transfer money, and much more. Alternatively, they can onboard directly on the Botim app. Under the ‘Wallet’ tab, employees can navigate to the ‘Salary Card’ page. Here, they can onboard and access all services.
If my employees are having issues, who can they contact?	Email: customerservice@botim.me Users can also reach on our chatbot Botim Cares on the Botim app
Can I get a bank statement?	Customers can request a bank statement on the Botim app. Soft copy can be downloaded immediately. Hardcopy may take 3 – 5 working days
Can the salary card be added to Apple Pay?	Salary card can only be added to Google Wallet.
Are salary cards linked to the Botim wallet?	Yes. salary card is linked to your Botim wallet.
Is there an IBAN associated with the salary card?	Yes. It is a different IBAN than the one linked to a customer’s wallet IBAN. This IBAN is used by the employer to deposit the employees’ salary into their salary account.

Question	Solution
How can i access the Botim Store?	There are three main ways to access the store: 1. On the Explore Page, click on the store’s banner in the Store module. 2. Enter through Store advertisements displayed in BOTIM’s ad slots. 3. For previously visited stores, you can access them by clicking the Store ICON in the upper right corner of the associated OA (Official Account).
What is G-Tech?	It’s one of the Botim Stores operated by a merchant, primarily focused on selling electronic products.
What is Botim store?	Botim Store is an e-commerce platform that allows merchants to list their products online through the Botim Store Mini-Program, enabling customers to purchase items directly. Each merchant has its own dedicated Store Mini-Program and an associated official Botim account. Payments are processed via Botim Pay, while merchants are responsible for managing their store operations, including product listings, promotions, order processing, refunds/returns, and customer service. Botim provides the necessary features and payment infrastructure to support merchants in conducting their online business.
How can I place an order?	To make a purchase, follow these steps: 1. Enter one of the Botim Stores. 2. Navigate to the product detail page of the desired item. 3. Add the product to your cart. 4. Click on the cart icon to access the “My Cart” page. 5. Click “Proceed to Pay” in the cart. 6. Complete the payment process.
How can I track my order?	To check the status of your order, follow these steps: 1. Enter the store. 2. Click on the “Account” icon located in the bottom right corner. 3. Select “Orders” from the account page. 4. Click on the specific order record to enter the order detail page and check its status.
What if I have an issue with order?	If you have an issue with your order, you can enter the corresponding order detail page. Click on the customer service button at the top and choose your preferred method to communicate with the merchant’s customer service.
How can I cancel my order?	If you wish to cancel your order, you can go to the order detail page and click the “Refund” button to submit a cancellation request. After submission, the merchant will review your request. If approved, they will initiate the refund. Please note that different stores have varying refund policies, so be sure to communicate with the merchant for specific details.
What is the refund policy?	Each store operates under its own policies, so refund policy may vary from one store to another. Typically, the refund policy is outlined on the product detail page. You can also consult the merchant’s customer service for further information.

How can I make a voice call?

How can I make a video call?

How can I make a group call?

Why am I having issues with my call quality?

Why can’t I hear the other person on the call?

Why can’t the other person on the call hear me?

What are the minimum internet speed requirements for calls on Botim?

How do I report a call issue to Botim’s technical team?

How come I cannot view my contacts?

How come I cannot see the other person on the video call?

How can I migrate to another device?

What is end-to-end encryption?

How to Verify End-to-End Encryption?

How to compare encryption keys?

How can I migrate my chats to a new device?

How to hide the read status?

How to manage my ‘Last Seen’ visibility?

What are Transaction Limits?

Can you increase the Transaction Limits?

If my ID verification fails or is still in progress, what should I do?

How can I add money to my wallet?

How can I add a bank card to Botim Money?

I’m not receiving the OTP code. What should I do?

How can I cancel my Botim Money account?

How can I change my registered mobile number?

How can I withdraw money from my Botim Money account?

What if I forget my password?

How to get Botim statement?

How can I increase my limit?

How long will it take for approval?

Why did my request fail?

Are There Any Additional Charges for Doing Local Transfers via Botim?

Is It Safe to Transfer Money Through Botim Locally?

What Is the Minimum Amount That Can Be Transferred Locally?

What Is the Maximum Amount That Can Be Transferred Locally?

How much are the transfer fees?

Is there any hidden charges?

Are there any Promotions currently ongoing while doing local transfer?

How secure is the services?

What Authentication is required befor making any transactions locally?

What can be done if I transfer to wrong account locally ?

how to cancel local transaction in Botim?

Is there any daily transaction limit?

Is there a way to increase transaction limit?

What is Aani?

Advantages of Aani?

How can I register to Aani?

What are key services offered by Aani to individual customers on Botim?

Can I send money overseas using Aani?

What are the fees and charges for using Aani services?

What is International transfer service?

Is Botim licensed to provide this service?

What information is needed to send an international remittance?

Are there any limits on sending money?

Any there fees for sending money?

Are international remittance transactions immediate?

What transfer methods are available?

Can I use credit cards to transfer money?

Why is my transaction still in progress?

Why did my transaction fail?

How long doese it take to get a refund?

How can I recall a mistaken international transaction?

Can I schedule a future or recurring remittance transaction through Botim?

What happens if the recipient does not receive the money?

What is Send Now Pay Later?

How to use Send Now Pay Later?

What is my SNPL approved limit?

How can I increase the SNPL Approved Limit

How many times can I use it?

What should I do if the remittance fails?

When should I repay the money?

What can I use to make the repayment?

How to make repayments?

How much should I repay?

Is there a Grace Period?

How much is the late payment fees?

Will I be charged additional fees if I make an early repayment?

How many installments can I choose for repayment?

What if I get overdue?

Can I change the linked card for auto-debit?