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FAQ for Admins

Quick answers to quick questions

Updated this week

We've highlighted the most frequently asked questions and provided quick answers to help you find what you need faster and easier.

Issue a physical or virtual Alaan card.

A cardholder’s card is frozen – how do I unfreeze it?

  • If the card is auto-frozen or was frozen by an admin, only a company admin can unfreeze it by navigating to:

    • Cards > Select the card > Unfreeze

  • If the card was frozen by the cardholder, they can unfreeze it themselves via the Alaan App by navigating to:

    • Cards > Unfreeze

  • Step-by-Step Guides:

I received an error: "Account Locked for security reasons".

  • If locked due to OTP errors, contact Alaan Support with:

    • Screenshot of the error

    • Full Name & Registered Email Address

  • If not, go to the Alaan login page, click Forgot Password, and reset your password.

  • Step-by-Step Guide:

I cannot see the funds in my Alaan account.

  • 🇦🇪 UAE:

    • Dedicated IBAN: Funds are processed every hour, daily (excluding holidays).

    • Mashreq Accounts/Pool Accounts: Funds are processed four times a day at 9 AM, 12 PM, 3 PM, and 6 PM, Monday to Friday (excluding holidays). If you have a dedicated IBAN and want faster processing, we recommend using the dedicated IBAN instead of the pool account.

  • 🇸🇦 KSA:

    • Instant Transfers (≤ SAR 20,000): Available 24/7, credited immediately.

    • Larger Transfers (> SAR 20,000): Processed via traditional banking. Not available on weekends/public holidays.

    • Tip: Transfer before 2:30 PM to avoid next business day delays.

A transaction failed — how do I update the Country Block or Category Block?

  • To resolve the failed transaction due to merchant country restrictions or category block, you will need to review and update the card controls.

I need to download an account statement.

  • Statements can be downloaded from the Alaan Web Portal by Admins or Accountants by navigating to:

    • Statements > Select the desired Wallet type.

    • Click the download icon next to each statement period.

  • Step-by-Step Guide:

I need to add a new admin to my company.

  • To add a new admin, we require approval from your authorised signatory via email at [email protected], along with the following details:

    • Company Name:

    • Full Name of the New Admin:

    • New Admin’s Email ID:

    • New Admin’s Designation:

    • New Admin’s Mobile Number:

    • Existing Admin’s Name:

    • Existing Admin’s Email ID:

    • Name of your Authorised signatory:

  • Once we receive the above details along with the necessary approval, we will move forward accordingly.

I need to update a user’s name, email address, or phone number.

  • You can update user details directly from the Alaan App by navigating to:

    • Company > Click the user name > Update the required information

  • Step-by-Step Guide:

I need to whitelist/add a domain to my company.

  • Please contact Alaan Support via email at [email protected] with the domain(s) you would like to add.

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