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.
Issue a physical or virtual Alaan card.
Physical Cards: Delivery of physical cards takes 3-5 working days via our courier partner. A physical ID and signature are required upon handover for security purposes.
Virtual Cards: If you need a card immediately, issue a virtual card.
Users can track the status of their physical card delivery through the links below:
Step-by-Step Guides:
A cardholder’s card is frozen – how do I unfreeze it?
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:
How do I freeze or block a card? (for Admins)
How do I freeze my Alaan card? (for Cardholders)
I received an error: "Account Locked for security reasons".
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.
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.
Step-by-Step Guide:
A transaction failed — how do I update the Country Block or Category Block?
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.
Follow the steps outlined below to review or edit the country block:
Cards > Select the card > Edit
Spend Control & Restrictions > Manage > Update the countries as needed
Apply > Save Changes
Follow the steps outlined below to review or edit the category block:
Cards > Select the card > Edit
Advanced Controls > Category Controls > Update the controls as needed
Save Changes
Step-by-Step Guides:
I need to download an account statement.
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.
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.
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.
I need to whitelist/add a domain to my company.
Kindly reach out to Alaan Support at [email protected] with the domain(s) you wish to add. Please ensure your company’s Authorised Signatory is included in the email thread to provide the necessary approval.
Still can’t find what you’re looking for?
Still can’t find what you’re looking for?
If you need help with cardholder-related queries, refer to the link below:
If you're looking for something else, enter your query using the link below.