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FAQ

What’s Walletplus™

Walletplus™ takes your Etihad Guest card to new heights by providing you with a rewarding and convenient payment feature.
Earn miles faster – You’ll earn 1 Etihad Guest Mile for every $2 USD you spend in the UAE and 1 Etihad Guest Mile for every $1 USD you spend abroad.
Plan your travel spending – You can lock in the exchange rate when you transfer funds to a foreign currency wallet. This way, you know how much you have to spend.
Spend in the currency of your destination – Load money onto your Etihad Guest card in UAE Dirhams and convert it into any of the 10 most popular currencies.

Global acceptance – Because the Etihad Guest card with Walletplus™ is brought to you by Visa, you can use it at almost any shop in the world and withdraw money at more than 2.1 million ATMs.
Enjoy peace of mind – Unlike cash, if your card is lost or stolen, you can easily put the funds on hold and we’ll send you a new card. You’ll also have the added protection from your card’s chip and PIN.
Manage money on your smartphone – The Walletplus™ mobile app makes it easy to manage your money on the go.

Which currencies can I carry with Walletplus™

AED (UAE Dirhams)
USD (US Dollars)
GBP (Pounds Sterling)
EUR (Euros)
INR (Indian Rupees)
AUD (Australian Dollars)
CAD (Canadian Dollars)
SGD (Singaporean Dollars)
HKD (Hong Kong Dollars)
JPY (Japanese Yen)
THB (Thai Baht)

When you spend with Walletplus™, the card will automatically use the currency of the country in which the transaction was made. If you want to spend in another currency, go to your Walletplus™ account and change the money from UAE Dirhams into the currency wallet you want.

Is Walletplus™ a free card

Anywhere Visa prepaid cards are accepted, Walletplus™ is also accepted. You can use your card at tens of millions of merchants around the world and over 2.1 million ATMs—so you can use it practically everywhere!

What is a reloadable Visa card

It’s a prepaid Visa card that lets you load as much money as you want onto it. It’s not linked to your bank account and it doesn’t have a line of credit. Your Walletplus™ prepaid Visa card will give you more control over your spending.

Is Walletplus™ a credit card

No, it’s actually a prepaid card. First load money onto your Walletplus™ account, then you can start using your card to make purchases. You can load your Walletplus™ account in UAE Dirhams by bank transfer or in person with our participating retail partner network.

Why would I use Walletplus™ while travelling instead of my debit card

Walletplus™ lets you lock in a competitive exchange rate before you travel so that you’ll know exactly how much you have to spend. As an added bonus, you’ll earn 1 Etihad Guest Mile for every $1 USD you spend internationally and 1 Etihad Guest Mile for every $2 USD you spend in the UAE.

Who will benefit from Walletplus™

Walletplus™ is great for travellers. Whether you’re on holiday or business, it gives you a safe and convenient way to access your money. Walletplus™ is also great for day-to-day spending in the UAE, because it gives you the chance to spend while earning Etihad Guest Miles.

Who’s eligible for the Etihad Guest card with Walletplus™

If you are over 21, and a resident of the UAE, you’re eligible to receive your card as long as you are an Etihad Guest Silver, Gold or Platinum member. If you’re not a tiered member, you’ll be able to receive a Walletplus™ card in the near future.

What happens to my Walletplus™ account when my Etihad Guest card expires or my tier status changes

If you are over 21, and a resident of the UAE, you’re eligible to receive your card as long as you are an Etihad Guest Silver, Gold or Platinum member. If you’re not a tiered member, you’ll be able to receive a Walletplus™ card in the near future.

How do I get a Walletplus™ account

If you are over 21, and a resident of the UAE, you’re eligible to receive your card as long as you are an Etihad Guest Silver, Gold or Platinum member. If you’re not a tiered member, you’ll be able to receive a Walletplus™ card in the near future.

How does a Walletplus™ account work

To Activate:  Visit opens in a new windowetihadguest walletplus to activate the Walletplus™ feature on your card. We’ll need to verify your identity to protect your information. If you’re unable to provide your identity documents online, you can always visit the opens in a new windowparticipating retail network locations closest to you.

To Add Money & Reload:

Load funds to your Walletplus™ account by bank transfer or at any participating retail locations near you.

To Manage Wallets:  Move money into other currencies on your Walletplus™ account, online or via the mobile application. You have 11 currencies to choose from.

To Shop:  Use it at millions of Visa merchants worldwide online or offline, including ATMs, or send money from your mobile phone to other Walletplus™ members with an activated Walletplus™ account.

How long will it take for my Walletplus™ card to arrive

If you have provided a correct address, you’ll receive your card within 14 business days. You’ll then need to activate the Walletplus™ feature in order to start using the payment functionality.

What do I do when my new Walletplus™ card arrives

You’ll need to activate your Walletplus™ account online and set a PIN before you can start using the Walletplus™ feature on your card. We’ll need to verify your identity online, so please have your passport ready. If you prefer, you can verify your identity in person at a participating retail location near you. You can also continue using your Etihad Guest card without activating the Walletplus™ functionality.

How do I activate my Walletplus™ account

You’ll need to activate your Walletplus™ account online and set a PIN before you can start using the Walletplus™ feature on your card. We’ll need to verify your identity online, so please have your passport ready. If you prefer, you can verify your identity in person at a participating retail location near you. You can also continue using your Etihad Guest card without activating the Walletplus™ functionality.

If you’ve already activated your Walletplus™ account, you can activate any replacement card either by logging in to your Walletplus™ account online, your mobile app or by calling the call centre number listed on your card.

How much does it cost to activate my Walletplus™ account

Activating your Walletplus™ account is free of charge.

When do I set a card PIN for Walletplus™

You can set your card PIN at your Walletplus™ account after you activate it online or via your mobile application.

What is my Walletplus™ security code (CVC2)

Your security code or CVC2 is the 3-digit number to the right of the signature panel on the Visa side of your card.

Can I get a second Walletplus™ account or have multiple accounts for my family members

No, each person is only able to have one Walletplus™ account. Your family member can get their own Etihad Guest card with Walletplus™ if they meet the eligibility criteria.

My partner is also an Etihad Guest member. Can we have both of our Etihad Guest numbers joined into one Walletplus™ account

No, each Etihad Guest account is individual and is linked to an individual Walletplus™ account.

I've just turned 21, how can I get a new Etihad Guest card with Walletplus™ features

When you turn 21, you’ll automatically be sent a new Etihad Guest card with Walletplus™ features to your preferred postal address which appears in your Etihad Guest Account, as long as you are an Etihad Guest Silver, Gold or Platinum member. If you’re not a tiered member, you’ll be eligible to receive the Etihad Guest card with Walletplus™ in the near future.

Can I use Walletplus™ to make purchases on the internet

Yes, you can. It works in the same way as a debit card or credit card when making purchases online.

How does Walletplus™ work when I make a purchase in a supported currency

When you spend with Walletplus™, the card will automatically use the currency of the country in which the transaction was made if you have money available in that currency. If that currency isn’t a supported currency and your currency wallet is loaded, or you have insufficient funds in that currency wallet, your account will take the funds from the first or next currency wallet you have selected in your currency order.

For example, if you’re making a purchase for USD$150 in the US, Walletplus™ will automatically look to withdraw money from your USD wallet.

If you haven’t transferred money into the wallet of the local currency, then your Walletplus™ account will automatically withdraw money from your UAE Dirham wallet.

Can I use Walletplus™ in a country that doesn’t use a supported Walletplus™ currency

Yes, you can use Walletplus™ for transactions in almost all countries. If you make a purchase in a country where Walletplus™ doesn’t support the currency (i.e. Fijian Dollars), your account will first look to draw from your UAE Dirham wallet.

What happens if I want to make a purchase with Walletplus™ but the value of my purchase exceeds the remaining balance I have in the local currency wallet

If the value of the purchase exceeds the remaining balance in the local currency wallet, but you have enough money in your account, we will enable the transaction, or ATM withdrawal to precede drawing on money from your other active wallets in the order you’ve selected.

Will Walletplus™ work at ATMs

Yes, your card will work at ATMs that accept Visa prepaid cards. You’ll need to ensure you have sufficient money available in your account to cover the withdrawal amount and any applicable fee, and that you enter the correct PIN. Some countries have ‘close loop’ or restricted ATMs such as Japan, and in those cases, you should look for an ATM that is located at a post office or convenience store.

Can I withdraw any currency from my Walletplus™ account at an ATM

You can withdraw the currency in which the ATM of that particular country dispenses.

What is the limit I can withdraw from an ATM with my card

You can withdraw up to $2,500 within a 24-hour cycle, or the equivalent value if you’re withdrawing in another currency. Some ATM operators may impose lower limits.

How do I check my Walletplus™ account balance

The quickest way to check your balance is using the Walletplus™ mobile application. You can also login to your online Walletplus™ account and check your account balances, request a balance enquiry at an ATM or call customer service.

How can I view my transaction history?

You can login to your Walletplus™ account online or through the mobile app to view all of your transactions.

When will I get my Walletplus™ Etihad Guest Miles?

When you use your Walletplus™ to pay for eligible transactions, your rewards will be added to your Etihad Guest account every month. Eligible transactions that earn miles exclude gambling merchants, cash at ATMs and over the counter cash at banks.

Which currencies should I have in my Walletplus™ account?

It’s best to carry currencies that are accepted in the countries you are travelling to. For example, if you are travelling to Australia, we recommend that you transfer money to your Australian Dollar wallet. If you intend to use your card in the UAE, or in countries that don’t use one of the supported currencies, we recommend that you hold money in UAE Dirhams.

How do I transfer money between currencies in my Walletplus™ account?

What currency should I exchange money into if I am travelling to a country that doesn’t use a currency supported by Walletplus™?

For transactions in countries with currencies that aren’t supported by Walletplus™, your account will first look to draw from your UAE Dirham wallet. For this reason, we recommend you hold money in your UAE Dirham wallet.

What is the exchange rate when I transfer money between currencies in my Walletplus™ account?

Walletplus™ offers highly competitive exchange rates because we work with specialist foreign exchange providers. Rates are updated continually to ensure that you get the best rates at the time of your transfer. You can get a quote or view up-to-date exchange rates by logging into your Walletplus™ account and selecting ‘Manage Wallets’.

How does walletplus™ work if you don’t have enough money in one of your wallets?

When you make a purchase, Walletplus™ will automatically look to draw on the local currency if there are available funds. If you don’t have sufficient funds to cover the total purchase amount, Walletplus™ will look to see if there are funds available in your other active wallets. If there are, funds will automatically be moved to the local currency wallet to enable your transaction.

If you have money in multiple wallets in your account, you can login to your Walletplus™ account and change the order in which currencies are drawn from. If the local currency is not supported by Walletplus™, the transaction will be applied to your UAE Dirham wallet. Money will be automatically transferred from other currencies to your UAE Dirham wallet if there aren’t enough funds to complete the transaction.

In what order will my currencies be used?

Your currencies will be used in the order you have selected them in your active wallets list. You can change the order in which currencies are drawn from by logging in to your Walletplus™ account under ‘Manage Wallets’.

How can I load money into my Walletplus™ account?

You can check the limits of your Walletplus™ card in the ‘Fees’ section of the terms and conditions

How much money can I load at a time?

You can load funds onto your Walletplus™ account online through your bank account or through any participating retail location with cash.

Which currencies can I load into my Walletplus™ account?

All the money your load into your Walletplus™ account will be in UAE Dirhams. Once you’ve loaded money into your account, you can transfer to the currency of your choice. There are 10 currencies to choose from.

What are transaction alerts?

Transaction alerts are emails or app alert messages that keep updated about any activity in your Walletplus™ account. This helps you keep on top of spending, and with real-time reporting, you’ll always know your current balances. Transaction alerts give you added card security and peace of mind. If you receive an alert for a transaction you don’t recognise, you can immediately report the issue to prevent further misuse of your account.

How do I sign up to receive transaction alerts?

Sign up to receive transaction alerts by logging in to your Walletplus™ account (online or on the mobile app), select the ‘Alerts’ feature and turn on the alerts you want. First you’ll need to be registered in our mobile payments feature. You can also call the call centre and ask them to help you select the alerts you want.

What if I forget my Card PIN?

If you’ve forgotten your PIN, just login to your Walletplus™ account, select ‘Manage Cards’ and then click on ‘Reset Card PIN’.

How much does it cost to buy a Walletplus™ account?

If you’re an UAE member, we’re pleased to tell you that your Walletplus™ card is free of charge. When you’re using the payment side of your Etihad Guest card, there are a few fees. Have a look at the chart below to see for yourself. You can find the terms and conditions right here.

What is the fee for an ATM withdrawal when I use my card?

The withdrawal fees depends on the type of ATM you use. You can check the international ATM withdrawal fees in the  terms and conditions. In the UAE, you’ll be charged a fee that will be applied to your UAE Dirham wallet. Some ATM operators may charge an additional fee for using their ATM, which may or may not be disclosed when you make the withdrawal.

How much money can I have in my Walletplus™ account?

The maximum balance in your account is determined by several factors at the time of your account activation. Additional information is available in the terms and conditions.

What do I do if my card is lost or stolen?

You can report that your card lost or stolen by logging in online, on your mobile app or by calling the call centre. We’ll cancel your card, review the last transactions with you and order you a new card. Walletplus™ offers high levels of security for your account, through PINs and a series of questions that only you know the answers to.

How do I file a dispute on a transaction I didn’t make?

If you didn’t make certain transactions, give the Walletplus™ call centre a call immediately and report your card as lost or stolen. This will prevent unauthorised use from occurring again. You can also download the Dispute Resolution Form from our website, complete all the fields and email it back to us.

How long does it take for my funds to be available after I have filed a dispute?

Normal processing time is up to 45 days from the day the signed dispute resolution form is received.

What steps should I take if I didn’t get all the cash I requested from the ATM?

You may talk to the ATM owner or download the Dispute Submission Form from our website. Complete all the fields and email it back to us using the e-mail address printed on the form.

What’s the difference between a pending transaction and a posted transaction?

A pending transaction is one that Walletplus™ has approved for payment to the merchant. A posted transaction one that the merchant has sent for settlement/payment and therefore the funds are on their way to the merchant. A pending transaction stays in this status for 8 days or until the merchant comes back to settle the transaction, whichever comes first.

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Get the Walletplus™ app now to exchange at local, competitive rates and start earning free miles for purchases you already make.