Welcome to Hubpay, how can we help?

We are a digital company with a worldwide reach and human touch. We are proud to provide best-in-class customer care with real people that go the extra mile to solve problems. 

We also speak your language! Our team has native speakers in over 10 languages.

The Frequently Asked Questions on this page will quickly answer most of your questions. 

If you have a Hubpay account, the quickest way to reach us and solve your problem is to contact us through the Support section of your App.

IMG 1733 1

Personal Account FAQs

General Information

Hubpay offers a convenient way of sending international transfers abroad from the UAE with great exchange rates at a low cost. We also offer other financial products such as local and international airtime recharge and vouchers.

You will need a valid Emirates ID, an active UAE mobile number, a valid email address, and an online banking account.

Easily top up your wallet through the integrated bank linking feature available on the app or through a local bank transfer.

Our fees and charges will be clearly shown at the point of making a transaction in the app. Rest assured, there are no hidden fees!

You can send money to 40+ countries such as India, Pakistan, Bangladesh, Philippines, Indonesia, Kenya, Canada, The United Kingdom, countries in the European Union, and many more!

Simply select your UAE bank from the available list on the app. You will need your online banking credentials; and ensure you are not accessing your bank in a different browser at the same time.

Simply enter the amount you want to send in either AED or the receiving currency field on the home page calculator and tap on “Start transfer”. You can send to your own international accounts or others. Recipients will automatically be saved for future transfers.

This can happen for a few reasons. We strongly recommend checking all the details on the ‘Review your transfer’ page before confirming your transaction. You can send us an inquiry through ‘Support’ on the app for further assistance.

You are responsible for entering all the details correctly. Incorrect details might cause your transfer to be delayed, rejected, or lost. Hubpay does not accept any liability for incorrect details resulting in delayed or lost transfers. We request you double-check all the recipient details before you complete the transaction. However, in case of an error, please get in touch with our customer support team, and we will try our best to help you.

Your security is our utmost priority. We use bank-grade technology to ensure full app security and two-factor authentication every time you initiate a transaction. We are licensed by Abu Dhabi Global Market and regulated by Financial Services Regulatory Authority.

Yes, you and your friends can receive a reward credit for every successful referral! The amount will be shown on the app.

Tap the ‘Invite a friend from the share icon on the app and easily send it through any messaging app available on your device.

Your referral must enter the referral code while signing up. They must also complete their first wallet top-up and international transfer within 30 days of signing up to qualify for the rewards. For further information, please see our terms and conditions.

This can happen for a few reasons. Please ensure that you only have one open account with us and not to share your banking credentials with other Hubpay users. Feel free to reach out to our customer support team for further assistance.

Keeping your account active does not require any maintaining balance or incur any fees. You can simply uninstall the app. If you wish to delete your account, send a ‘Close my account’ request through the ‘Support’ page on the app.

Sit back, relax, and enjoy our world-class support team! You can contact us in several ways:

  • Send us an inquiry through the ‘Support’ page on the app
  • Email us directly at help@hubpay.ae
  • Find us on Facebook, Instagram, and Twitter: @hubpayapp
  • Follow us on Tiktok: @hubpay.app

About The Company

Hubpay is a fully digital app that allows you to send money abroad conveniently at a low cost. Additional services include mobile recharge, vouchers, and bill payments. No need to visit a branch, all services are available at your fingertips!

Our head office is located in Abu Dhabi, UAE.

Simply register through the app and follow the steps to start making your international transfers.

We are regulated by the FSRA (registration number 00004051) and licensed for Providing Money Services under category 3c of the ADGM Financial Services and Markets Regulations.

You are protected from fraud in several ways. By using One Time Passwords (OTPs), biometric locks, and unique passcodes to ensure that no third party can access your account. You must not share this passcode with anyone; Hubpay will never ask you for this information.

We strongly recommend getting in touch with us immediately to deactivate your Hubpay account. Email us at help@hubpay.ae.

We aim to provide the best service to you as our customer and learn about your experience with Hubpay. Please contact our customer support team through the ‘Support’ page on the app or email us directly at help@hubpay.ae. We will do our best to resolve any complaints or feedback.

Account Information

  • Valid mobile number and email address
  • Valid Emirates ID
  • UAE online banking account
  • Referral code (optional)

Many businesses, financial institutions, and government agencies require the verification of your residential address. As a regulated financial service provider, we are legally obligated to verify the residential addresses of all our customers.

To verify your residential address, you can enable location services on your mobile device and grant the Hubpay app access to your device location. We will consider your address verification successful once we have confirmed your physical presence at your home during the verification process using location services.

If you prefer, you may verify your residential address by providing us with an acceptable proof of address document in your name. You can upload the document via the Hubpay app, and we will review it internally to ensure that it meets our requirements. Once the verification is successful, we will let you know. We may request additional documentation or information, if necessary.

We accept the following documents as proof of residence:

  • Utility Bill, no older than 3 months (e.g., electricity, water, gas, internet & tv, telephone etc.)
  • Bank Statement no older than 3 months, signed and stamped by the issuing bank
  • Valid Tenancy Contract/Ejari
  • Any other government issued document with your residential address

Note: Please ensure that the document is in your name and that the address on it matches the address you provided to us. Additionally, please make sure that all necessary information on the document is clearly visible.

Documents not accepted as proof of residence:

  • Documents with a commercial address
  • Documents issued to a PO Box
  • Banks correspondence letters
  • Expired documents or documents older than 3 months

If you are living with someone and do not have a proof of address document in your name, a document such as a tenancy contract or utility bill in the name of the person you live with may be accepted as proof of address. If you choose to submit such a document, you can send it to us as an attachment at help@hubpay.ae and include the document holder in the email. If you have any questions or need clarification, please contact our support team.

No, there is no minimum wallet balance.

No, we do not charge any fees to open an account. Registration is absolutely free!

You will need your online banking credentials, username, and password.

Yes, you can link multiple accounts as long as the account belongs to you.

You must ensure that your banking credentials are correct for a successful bank linking. If you are facing any issues, please reach out to us through the ‘Support’ page available on the app.

  • By linking your bank account(s)
  • By making a local transfer from your banking app (soon!)
  • Through a payment link request for salary cards (soon!)
  • Debit and credit cards (soon!) 
  • Cash and cheques are not supported

Your bank may take a few minutes to complete the transaction. In some cases, it may take up to 24 hours or depend on your bank’s policies. You will receive an SMS notification as soon as your wallet balance is updated.

No, wallet top-ups must come from your own individual bank account. We do not support joint or business bank accounts.

Hubpay doesn’t charge top-up fees. But please ensure you have at least AED 5 extra available balance in your account for a successful wallet top-up. Your bank may charge you for applicable local transfer fees.

There is no maximum wallet balance. However, maximum transfer limits apply.

You can keep funds in your wallet indefinitely.

You can start by tapping on ‘Start transfer’ and choose from the available mode of transfer - bank transfer or cash collections. Enter the desired amount from the calculator and select the bank you are sending the funds to. Complete the steps by entering your recipient account details.

Yes. Both options are available but may vary on the receiving country.

Yes! You can also initiate a transfer to your friends and families overseas.

 No, it is not required for your beneficiary to download the app to receive your transfers.

Beneficiaries are automatically saved on your app after each successful transaction. You can easily manage your beneficiary list on the app.

Processing time for international transfer varies depending on the receiving country and is available on the app’s transfer page.

The exact amount will reflect on the ‘Review your transfer’ page before completing the transaction.

No, but you can repeat a transaction on the ‘Transaction history’ page.

This can happen for a few reasons. Our customer support team will be delighted to check the status of your transfer. You can reach out to us through the ‘Support’ page on the app.

Requesting a refund from your Hubpay wallet to your bank account will incur a processing fee of up to 50 AED. Refund requests may take up to 5 business days to complete.

As long as the total amount is not more than AED 35,000 in a month, you can make as many transfers as you want.

You can request a monthly limit increase by submitting a request through the ‘Support’ page on the app.

Yes, transaction receipts are available from the transaction history page on the app.

Business Account FAQs

With your personal account, you can run your international personal finances. Hubpay Business allows you to take control of your international business finances; whether that be paying suppliers, repatriating company profits or delivering salaries on time, Hubpay Business has you covered.

If you are a sole trader or an incorporated company licensed out of the UAE, you will fit the criteria.

Once all onboarding information is received, your account can be opened within 5 business days.