We've highlighted the most frequently asked questions and provided quick answers to help you find what you need faster and easier.
I am unable to complete my KYC. What should I do?
I am unable to complete my KYC. What should I do?
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:
How can I activate my card?
How can I activate my card?
After your registration is completed, you can proceed to activate your virtual or physical card.
Step-by-Step Guide:
When will I receive my card?
When will I receive my card?
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:
Step-by-Step Guide:
My card is frozen. How can I unfreeze it?
My card is frozen. How can I unfreeze it?
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 Cards > Unfreeze.
Kindly note that Alaan does not have access to freeze or unfreeze your card.
Step-by-Step Guide:
My account is locked. What should I do?
My account is locked. What should I do?
If your account is locked due to multiple incorrect OTP entries, contact Alaan Support with:
A screenshot of the error.
Your full name & registered email address.
If not, you can reset your passcode within your Mobile App.
Step-by-Step Guide:
Why did my transaction fail?
Why did my transaction fail?
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 Expenses > Failed.
If any changes are required or you have concerns about the cause of the failure, please contact your company administrator.
Step-by-Step Guide:
How do I download my account statement or expense receipts?
How do I download my account statement or expense receipts?
Statements or expense receipts 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 statements or expense receipts on your behalf.
Step-by-Step Guide:
How do I update my profile (name, phone number, email address)?
How do I update my profile (name, phone number, email address)?
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:
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Can’t find what you’re looking for?
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