FAQ's

What are the services that eli offers?

• Family wallet
• Multicurrency
• Send money
• Top-up
• Benefit module
• Loyalty program
• E-Fawateercom
• Apple pay and contactless payments
• Manage card

Does the application support both the Arabic and English languages?

Yes, the application supports both languages.

How do I register for the mobile application (eli)?

To register, the following steps are required:

1- Download the application from the App Store (Apple Store and Google Play).
2- Select the “New User Registration” button.
3- Fill in all required fields and upload the needed documents in the onboarding process.
4- Enter the OTP that will be sent to your registered mobile number.
5- if you are a JKB customer, you need to use your JKB debit card information to complete the onboarding process.

What do I do if I forgot my login password for my mobile application (eli)?

In case you forgot your login password, please click “Forget Password” and then enter the needed information.

What is a one-time password (OTP)?

The “One Time Password” (OTP) feature aims to resolve and eliminate password issues, in addition to making the task difficult for hackers, and thereby reducing risks related to user authentication.

The “One Time Password” is generated automatically when registering as a new user, forgetting your password, or when performing any transaction with a mandatory “OTP” feature.

The OTP is then sent to the registered mobile number, where this password can only be used once.

How can I access my transaction history?

The transaction history module is shown on the Home Page; providing the full transaction records.

How can I stop or freeze my prepaid card[s] in case of loss or theft?

You can stop or freeze your card by following the steps below:

• Enter the Home Page on eli Application and select “Manage my prepaid Cards”.
• Select the “Freeze/Stop prepaid Card” option.

If you cannot log in to your application to stop your lost or stolen prepaid card, please call the 24/7 contact center at 06-5200999.

What bills can I pay through the mobile application (Eli)?

Bills can be paid to all eFAWATEERcom-accredited entities, through the Eli application. Bills include, but are not limited, to the below:
• Water Bills.
• Electricity Bills.
• Telecommunications.
• Government Services.

What is the Family Wallet?

The Family Wallet is the supplementary Wallet linked to a prepaid card issued under the primary Wallet, this Wallet is typically given to the first-degree family members that is “Father, Mother, Son, Daughter, Son in law, daughter in law.”

How many currencies can I link to my wallet?

5 currencies (USD, EUR,SAR,GBP,AED.)

How can I top-up my wallet balance?

1. for JKB clients:

- through JKB accounts

- through Local active cards.

- through e-Fawateercom (Coming soon)

2. for non-JKB clients:

- through active Local cards.

- through e-Fawateercom (Coming soon)

What is the Max and Min balance for the family wallet?

The Family wallet and the Primary wallet will have one balance (shared balance), and the Primary card holder will have access to manage the daily transactions limits for the Family wallets.

What are the fees for this service?

For free.

How can the primary user issue Family Wallet?

The primary user can issue Family Wallet through the app by following the below steps:
1. Select “More”
2. Select “Manage”
3. Click on Get Add-On Card.
4. Fill in all required fields then submit.

Would the Family Wallet be issued instantly? And how long does it take?

No, the request will be under review.

How do I access my Wallet details?

You can access your Wallet details by downloading the App and register in the service.

What features I will have through the mobile app for Family Wallet?

1- Apple pay or Contactless payments.
2- View the Transactions history.
3- Notifications
4- Wallet Details
5- Manage Wallet status.
6- Set/Reset Wallet Pin
7- Cancel and Replace Wallet
8- Loyalty (Cash Back)
9- e-Fawateercom (Bill Payment)