Account Issues

How to set a passcode for your Botim account?

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 to manage 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 to change your phone number in Botim?

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 to update your Emirates ID?

Your Emirates ID can be updated in the app through the following steps:
1. 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.
2. Click on ‘Update Emirates ID’.
3. You should see 3 options: ‘Sign in with UAE PASS’, ‘Upload ID’, and ‘Scan ID’.
4. If you sign in with UAE PASS, then it should update your ID automatically. You can skip the remaining steps.
5. If you Choose ‘Upload ID’, make sure to upload a digital copy of your new Emirates ID.
6. 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.
7. Verify your information, make sure everything is correct, then click ‘Confirm’.
8. If successful, your account should be activated and your Emirates ID updated. This may take up to 2 – 3 business days.

How to delete your Botim Money account?

1. In order to delete your Botim Money account, please ensure that all pending transactions have been cleared. Also, kindly ensure that you delete your Botim Prepaid Card.
2. Login to Botim
3. Click on Botim Money
4. Click on the gears icon on the top right
5. Click on ‘Accounts’
6. Click on ‘Delete Account’ at the bottom
7. A screen will appear asking for the reason you are deleting your account. Select your reason and click ‘Delete My Account’
8. 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
9. Click ‘Confirm to delete account’
10. 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.

How to delete your Botim account?

1. Login to Botim
2. Click on ‘Me’
3. Click on ‘Account’
4. Click on ‘Delete Account’
5. A screen will appear asking for the reason you are deleting your account. Fill in your reason and click ‘Delete My Account’
6. You will see a confirmation screen, stating that:
– Delete your account from Botim
– Erase your message history
– Delete you from all groups
7. Confirm your phone number by entering it, then click ‘Delete My Account’
8. A confirmation alert will appear asking for your confirmation, click ‘DELETE’
9. 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.
10. Click on ‘DELETE’. Account will be instantly deleted.

What to do if your debit card payment is declined?

Your payment may be declined because your bank is temporarily blocking the transaction.
Since these are 3D secured payments and can’t be reversed easily, some banks block certain merchants as a precaution. This applies to cards linked to Apple Pay and Google Pay, and you may face this error while trying to use your card on Botim, Botim Money and/or CashNow.

✅ What to do:
– Contact your bank.
– Confirm the transaction was made by you.
– Ask them to unblock the payment.

Once cleared, you can try again.