Alaan

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

- If your KYC process is taking longer than 1 hour or you encounter an error, please contact Alaan Support with:
  - A screenshot of the error.
  - Your full name and registered email address.
- In some cases, verification may take up to 48 hours if the results are inconclusive.

- Step-by-Step Guide:
  - <a href="https://help.alaanpay.com/en/articles/6911471-know-your-customer-kyc">Know Your Customer (KYC)</a>

I am unable to complete my KYC. What should I do?

- After your registration is completed, you can proceed to activate your virtual or physical card.

- Step-by-Step Guide: 
  - <a href="https://help.alaanpay.com/en/articles/6852081-how-do-i-activate-my-alaan-card">How do I activate my Alaan card?</a>

- 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.
- If you need a card immediately, please get in touch with your company admin to issue a virtual card.

- You can track your physical card delivery from the links below:
  - 🇦🇪 UAE: <a href="https://www.aramex.com/us/en/track/shipments">https://www.aramex.com/us/en/track/shipments</a>
  - 🇸🇦 KSA: <a href="https://www.smsaexpress.com/sa/trackingdetails">https://www.smsaexpress.com/sa/trackingdetails</a>


- Step-by-Step Guide: 
  - <a href="https://help.alaanpay.com/en/articles/9205228-how-do-i-receive-my-physical-card">How do I receive my physical card?</a>

- If your card has auto-frozen, or if you haven’t frozen it but are unable to unfreeze it, please reach out to your company administrator to have it unfrozen. 
- If you froze the card yourself, you can unfreeze it through the Alaan Mobile App by navigating to <b>Cards &gt; Unfreeze</b>.
- Kindly note that Alaan does not have access to freeze or unfreeze your card.

- Step-by-Step Guide:
  - <a href="https://help.alaanpay.com/en/articles/7012158-how-do-i-freeze-my-alaan-card">How do I freeze my Alaan card?</a>

My card is frozen. How can I unfreeze it?

- If your account is locked due to multiple incorrect OTP entries, contact Alaan Support with:
  - A screenshot of the error.
  - Your full name &amp; registered email address.
- If not, you can reset your passcode within your Mobile App.

- Step-by-Step Guide: 
  - <a href="https://help.alaanpay.com/en/articles/6896128-i-forgot-my-passcode">I Forgot My Passcode</a>

- If your transaction is declined, Alaan will notify you via the app, WhatsApp, and email, including the reason for the decline.
- You can also check the reason anytime in the app under <b>Expenses &gt; Failed</b>.
- If any changes are required or you have concerns about the cause of the failure, please contact your company administrator.

- Step-by-Step Guide:
  - <a href="https://help.alaanpay.com/en/articles/6896149-why-was-my-transaction-declined">Why was my transaction declined?</a>

- Statements can only be downloaded by your company’s administrator or accountant from the Alaan web portal.
- Kindly note that Alaan does not have access to download the statements on your behalf.

- Step-by-Step Guide: 
  - <a href="https://help.alaanpay.com/en/collections/9080258-statements">Statements</a>

- Please contact your company administrator to update your profile details.
- Kindly note that Alaan does not have access to update or make any changes to your profile.

- Step-by-Step Guide: 
  - <a href="https://help.alaanpay.com/en/articles/9159156-managing-user-details">Managing User Details</a>

How do I update my profile (name, phone number, email address)?

- If you're looking for something else, enter your query using the link below.
  - <a href="https://help.alaanpay.com/en/">Hi, how can I help?</a>