FAQ

Walletplus™ takes your Etihad Guest membership to new heights by providing you with a multi currency prepaid Visa card that is rewarding and convenient especially when you travel. 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 into your foreign currency wallet. This way you know how much you have to spend when you travel abroad. It’s as simple as: Load money onto your Etihad Guest card in UAE Dirhams Convert your AED funds into any of the 10 most popular currencies yourself through the Exchange feature in the mobile app or account centre and Spend in the currency of your destination. Global acceptance – Because the Etihad Guest Walletplus™ card is brought to you by Visa you can use it almost anywhere in the world and withdraw money at more than 2.1 million ATMs worldwide. Enjoy peace of mind – Unlike cash if lost or stolen you can easily put your card on hold (which protects your funds) and we’ll then send you a new card. You can do this yourself in the mobile app. You’ll also have the added protection from your card’s chip and PIN. You can also continue to use your virtual card online. Manage money on your smartphone – The Walletplus™ mobile app makes it easy to manage your money on the go.

AED (UAE Dirhams), USD (US Dollars), GBP (Pounds Sterling), EUR (Euros), INR (Indian Rupees), 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 there are insufficient funds in that wallet your account will automatically look for funds in the remaining wallets and do so in the order you have specified. The default wallet will always be UAE Dirhams from where you can convert into the currency wallet you want. You get to choose the order in which your foreign currency wallets will be used within your account.

The Walletplus™ card is free. There are no monthly or annual card fees. Once you have activated your account you will immediately have access to a free virtual card and you can request a free physical card to be delivered to you in person.

It’s a prepaid Visa card that lets you load money onto it. You can load funds directly from your bank account to your Walletplus™ account or load in person by visiting a branch of our retail partner network. Your Walletplus™ account is 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. Maximum card balance and annual load limits do apply.

Walletplus™ lets you lock in a competitive exchange rate before you travel so that you’ll know exactly how much you have to spend. This reduces your exposure to fluctuating exchange rates so no more watching the exchange rate while you are travelling. Relax knowing the price you pay is the price you will be charged in your account with no hidden foreign transaction fees. 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.

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. The virtual card which is available in the mobile app is a great way to shop and avoid providing your physical card details online.

If you are over 18 and a resident of the UAE you’re eligible to receive a card as long as you are an Etihad Guest member. If you're not a member of Etihad Guest you can sign up to Etihad Guest here.

You can sign up to Walletplus™ here. You do need to be over 18, a resident of the UAE, and a member of Etihad Guest. If you are not yet a member of Etihad Guest you can sign up to Etihad Guest here.

To Add Money & Reload: Load funds to your Walletplus™ account by bank transfer or at any participating retail locations near you. To load funds visit your bank’s online portal search for the funds transfer option and once selected use your 16 digit Walletplus™ card number as the beneficiary account. You can also load funds in person by visiting a branch of our retail partner network. To manage Wallets: Under the Exchange option you can transfer money into other currencies on your Walletplus™ account online or via the mobile app. You have 10 currencies to choose from. You can review the exchange rate before finalising the currency conversion. To shop: Use it at millions of Visa merchants worldwide online or offline including ATMs You can also make use of your virtual card for a safer online shopping experience.

You will be able to use your virtual card immediately once you have activated your account. If you request a physical card and have provided a correct address you’ll receive your card within 14 business days. You’ll then need to activate the card in the mobile application or account centre or by contacting customer support in order to start using the payment functionality.

In order to validate your identity and protect your account you may be asked to scan your Emirates ID card at the time your new Walletplus™ card is delivered to you. Once your identity is validated and your card delivered the card becomes active. You will then need to log into the web Account Centre to set a PIN for the new card.

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 or Emirates ID ready. If you prefer you can verify your identity in person at a participating retail partner branch near you. If you’ve already activated your Walletplus™ account you can activate any replacement card either by logging in to your Walletplus™ account online or directly via your mobile app or by contacting the call centre number listed on your card.

Activating your Walletplus™ account is free of charge.

Once you receive your card you can set your card PIN via the Walletplus™ Account Centre or via the mobile app.

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

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.

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

Once you are 18 you can sign up to Walletplus™ here. You do need to be a resident of the UAE and a member of Etihad Guest. If you are not yet a member of Etihad Guest you can sign up to Etihad Guest here.

Yes it works in the same way as a debit card or credit card when making purchases online. You can also benefit from additional safety when you use your virtual card (which is available to you in the mobile app) so you do not need to provide your physical card number over the internet.

Currencies that appear in your Account as a currency wallet option are called Supported Currencies. 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 wallet. If 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. Remember you can set the currency order in the mobile app. 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 wallets in the order you have set them.

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 (for example Fijian Dollars) your account will first look to draw from your AED wallet. If there are insufficient funds in your AED wallet the system will convert funds from your currency wallets in the order you have set them.

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 proceed drawing on money from your other active wallets in the order you’ve selected.

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 ‘closed 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.

You can withdraw the currency in which the ATM of that particular country dispenses. NOTE: if asked at an ATM whether your card is debit or credit you will need to select credit.

You can withdraw up to $2500 within a 24-hour cycle or the equivalent value if you’re withdrawing in another currency. Some ATM operators may impose lower limits.

The quickest way to check your balance is using the Walletplus™ mobile app. 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. The ATM service provider may charge a fee for a balance enquiry.

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

When you use your Walletplus™ to pay for eligible transactions your rewards will be added to your Etihad Guest account by Etihad Guest as per their normal miles update cycle. Eligible transactions that earn miles exclude gambling merchants cash at ATMs and over the counter cash at banks.

It’s best to carry currencies that are accepted in the countries you are travelling to. For example if you are travelling to the US we recommend that you transfer money to your US 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.

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.

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’.

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.

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’.

You can load your account by transferring funds from your UAE bank account directly to your Walletplus™ account. You can also do so by visiting an Al Fardan Exchange branch.

You can load up to $100000 per 12 month period but cannot exceed the maximum allowed balance of $25000 at any time. Please review limits in the terms and conditions.

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

Transaction alerts are emails or mobile app alert messages that keep you 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.

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 contact the call centre and ask them to help you select the alerts you want.

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

If you’re a UAE resident and an Etihad Guest Member we’re pleased to tell you that your Walletplus™ card is free of charge.

We do not charge a fee on ATM withdrawals however the bank may charge their own fee for using their ATM. The withdrawal fees depend on the type of ATM you use and are set by the owner of the ATM.

The maximum balance you can have in your Walletplus™ account at any one time is $25000. You can load up to $100000 in a 12 month period.

You can report that your card is 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. You can also block your card directly and immediately in the mobile app or the Walletplus™ Account Centre. Walletplus™ offers high levels of security for your account through PINs and a series of questions that only you know the answers to.

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.

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

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.

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.