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1. What is KYC?

Know Your Customer (KYC) is the process of verifying the identity of PayBy users according to the UAE central bank regulations.KYC process includes ID upload and biometric verification.


2. Do I need a bank account to use PayBy?

You don’t have to have a bank account to use it. 


3. Do I need a password?

For the security purpose, six-digit password that will be used to verify your identity whenever you want to use PayBy or make a transaction. You will be guided to create a password during the setup.



1. How can I add money to my wallet?

You can top up PayBy via debit card or receive money from your contacts. You can use your credit card to purchase orders only.


2. How do I complete a payment in the store?

You have two ways to pay the merchant:

Scan merchant QR code: You can scan the QR code displayed by the merchant. Click “Scan” button.

Show your QR code: Merchant can scan your QR code with their Smart POS or Smart Box. Click “Pay” button and show QR code to the merchant.



1. What If I lost my phone?

You can contact us immediately to freeze your account. Once you replace the phone/SIM card, you can log in with the same number.


2. What if I forgot my password?

Click on your profile photo in PayBy, enter “payment security”. Choose “forgot payment password”, enter verification code after ID verification, fill in your name and Emirates ID information and set your new password.




1. What if my Emirates ID expired?

You can still use your wallet to transfer and receive cash gift. But if you want to access more services, you need a valid Emirates ID.


2. How can I cancel my PayBy account?

You can contact our customer service department at

3. Is there any service fee?

It is free for PayBy users to transfer, give cash gift, top up via debit card and pay merchants.


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