1. Why was my Dahabshiil account temporarily deactivated?

Your account was temporarily deactivated due to our assessment of the supplied documents and internal rules. As a Financially Regulated Company, we follow "Know Your Customer" regulations and found issues that led to the decision to temporarily deactivate your account.

2. What happens to my transaction?

We have canceled your transaction and refunded the amount to your original payment method. The refund has been processed today, but it may take up to 5 working days to reflect in your account, depending on your card issuer or bank.

3. What if I don't receive my refund after 5 working days?

If you have not received your funds after 5 working days, please contact Customer Support here for further assistance.

4. What happens to the funds in my Dahabshiil wallet?

If you still have funds in your Dahabshiil wallet, we will return these funds to your bank account.

5. Can I re-open my account if I believe it was deactivated incorrectly?

Yes, it may be possible to re-open your account if you can provide additional information to help our Compliance team review the decision. To initiate the review, reply to the deactivation email confirming you would like your account reactivated.

6. What is the process to re-open my account?

  • Reply to the deactivation email confirming your request for a review.
  • Our team will contact you and request details about your most recent transactions.
  • Once you provide the necessary information, our team will review your case and make a final decision within 24-48 hours.

7. What if I am unhappy with the resolution of my account review?

If you are not satisfied with the resolution, you can follow our complaints policy. Detailed information about the complaints process can be found here.

8. Who can I contact for further assistance?

For further assistance, you can contact our Customer Support here or reply to the deactivation email. Our team is here to help and address any concerns you may have.