Frequently Asked Questions

Everything you could possibly want to know about the Liv. app.

ABOUT

What is Liv?

In a nutshell, its banking re-imagined. Liv. is one of the first modern money apps of its kind that works around what you like and how you spend your time. That means we take a holistic view of things, because we're all about supporting your lifestyle choices. Love cinema? Get half price tickets. Bit of a foodie? Find the best restaurants nearby with 1-for-1 deals. Whatever you choose to do with your money, we're here to help make the journey as smooth (and fun) as possible. 

What does ‘by Emirates NBD’ mean?

Liv. is the brain child of Emirates NBD group. It's a whole new digital offering designed with YOU in mind. And it's got the support and expertise of Emirates NBD, one of the most innovative and trusted financial institutions in the world.

How do I get in touch with the Liv. Team?

Staying in contact with you is one of our top priorities, and we're always happy to hear from you  whether via the In-app chat, or via social media, you'll always find a way to get in touch.

Where can I find more info about your T&C's?

Click here to have a look at our T&C's.

Can I visit a branch of Emirates NBD if I have questions about my Liv. Account?

We would highly recommend that you chat with us instead, but for whatever reasons, if you ever need to visit an Emirates NBD branch, they will be able to help. Do note that during the first visit, you may be asked to register your signature for their record, depending on the nature of your request. As guess what? We're very much alike. The only difference is we predominantly exist in the digital world (and good news – you most likely won't have to queue in the bank! as you can be serviced through your app)

Connect with us on the Liv. Chat through the Liv. App., we promise we're just one click away!

Where can I use Liv.?

Liv. can be used within KSA or Internationally to help manage your lifestyle choices with exciting offers and suggestions, you can pay for these choices using our Liv. Debit Card (or via our unique payment services within the App). Some of our exclusive lifestyle offers extend beyond KSA, to Bahrain & UAE. You can also pay for your bills, government payments and transfer to any Liv. User using their mobile no. It’s that easy. You got to give it a try! Your Liv. Card can also be used to pay for purchases across 24 million merchants around the globe. And don't forget, we've just started, so we have tons of cool new features, discounts, services on their way for you 

Why should I choose Liv.?

So...we’ve managed to grab your attention! Breaking the mold of traditional banking, we’re a simple, cool and honest solution for your lifestyle and money needs. Ultimately, we want you to have a healthy financial life so you can do more of what makes you happy :) Why not try us out and see what happens! Some more reasons to try Liv:

• We speak your language and know how you think. Which means we also know what you want!

• We're mobile, just like you, and you can find all our services available on one single App, without having to visit multiple locations (physically or in the digital space).

• Liv. is personalized to your personal choices, preferences and profile that you decide and set. • We share meaningful insights about you, your lifestyle and financial habits that can help your daily life.

• We bring you exciting offers, and give you the freedom to choose the ones that suit you best.

• Liv. makes it easier for you to pay your friends, and keep track of who owes you money! (How cool is that?) 

SIGN UP • Who can sign up for Liv.?

Liv. is designed for those of you who are ‘mobile-first’, meaning you’d like to manage your life through the digital world, rather than visit actual stores (waiting in queues, or waiting on a call! YAWN!). You believe that everything is possible from the palm of your hand, and so do we ;)

To become a full-fledged Liv. Customer, all you'll need is:

• A valid Saudi National ID Card or Iqama ID

• A smart phone • 18 years of life behind you!

• An active KSA mobile number

• An active ABSHER credentials with an updated National Address with Saudi Post

Seriously... Sign up for an account today! What are you waiting for?

How do I download the Liv. App?

You can download the Liv. App from the Apple App Store or the Google Play Store, for an iPhone running iOS 11 or above, or an Android device running on Android 6 (Marshmallow) or above. Follow the simple steps and you'll be a Liv. Account holder in no time! 

How much does the Liv. App cost?

It's absolutely FREE! You'll get a lot of other cool free stuff with it too! 

How do I sign up for a Liv. Account?

You can download the Liv. App, provide us your mobile & email number, set your Password, authenticate yourself by logging into IAM portal with your ABSHER credentials and Taa Daa!!! you are a liv. Account holder! It’s that easy 

I'd like to sign up for a Liv. Account. Which documents do I need?

No documents needed only your ABSHER credentials! 

Do I need data or wifi to use this service?

YES. You can use the App with WiFi or cellular data for real-time updates

How long does it take to activate my new Account?

As soon as you sign up, we can generate your Liv. Account. To start using it you'll need to add some money, which you can do with any KSA based Debit Card, a bank transfer, or a cash deposit through any Emirates NBD deposit machine. You should get your debit visa Liv. Card within 2-3 working days if you’re based in the main cities, which you can use to splurge on any local or international payments. 

Can I become a customer if I live abroad?

To get Liv. You’ve gotta be a KSA resident! #desertfamily 

Can I become a customer of Liv. with my partner?

Do you offer joint Account? Liv. is a personalized service for each person like you, giving specific insights about you and your life. Given our unique and tailor-made services, we don't offer joint accounts yet, but we're working on it! In the meantime, we suggest you and your partner set up your individual Liv. Accounts at this time! #twicethefun 

Are there activation charges associated with signing up for a Liv. Account?

Not only is our App free, but we don't charge any fees for activation. But to sign up for the Account and enjoy all the services we offer, you'll have to add money to your Account either using any Saudi Debit Card, or via a cash deposit through any Emirates NBD deposit machine, (which is free! Oweeee!). You can also transfer money from any other bank account (although they may charge you for the transfer – Boooo!). 

I would like to become a Liv. customer, but I'm already an Emirates NBD customer. What should I do?

As you already have an Emirates NBD account, for the time being you will not be able to open a Liv. account. However stay tuned, things could change in the future.

I want to join Liv. What are the system requirements for my phone/device?

You can download the Liv. App from the Apple App Store or the Google Play Store, for an iPhone running iOS 11 or above, or an Android device running on Android 6 or above. You'll also need an active WIFI/ Data connection. Also, your device should support SMS. And oh we restrict the use of unlocked devices (Jailbroken). So just be aware 

Why do I need to provide an email address to join Liv?

We'll need your email address to reach you (but only if we feel it's really necessary, as we don't like spam!). We will need to let you know about urgent announcements, policy changes, and special offers that you've asked for.

Is there a minimum amount that needs to be transferred to start using my Liv. Account?

No, there's no minimum amount that's gotta be transferred to the Account at this time, as this is a limited period offer. However, we do suggest that you've got enough money in your Account to pay for your regular expenses, pay friends, or to get offers specifically designed around what you like.

What is a Liv. Card PIN?

A PIN is a 4-digit Personal Identification Number that you create to access and use your Liv. Card. You can create the PIN via the Liv. App as soon as you get your hands on the Liv. Card! It's that easy ☺

How do I activate my Liv. Card PIN?

Once you get your Liv. Card you can set up your PIN from the Liv. App by following the simple steps: Go to your ' Settings' and click on 'Activate Card' then follow the simple steps to set your PIN'. We're sure you know this, but don't share this PIN with anyone! #staysafe

What is Touch /Face ID?

Touch /Face ID allows you to use your fingerprint/Face for authentication instead of having to enter your Username and Password every time. Your fingerprint/Face is unique to you, and nobody can copy or steal it from you. It’s one of the most secure and easy ways to access your Account, so don't worry! #itsthefuture

How do I enable/disable Touch/Face ID?

You can enable your Touch/Face ID at sign up or if you didn’t set it up at sign up, then you can navigate to 'Security' section within 'Settings'. Touch/Face ID will need to be set up on your device prior to it being used within the App. You can disable or reset your Touch/Face ID from the Settings.

How many Touch/Face ID can be stored on the Liv. App to access my Account?

That depends on the number of fingerprints/Face ID supported by your device, but all stored fingerprints/Face ID that are set up on your device, will be able to access your Account! Do note that for security reasons, we disable Touch/Face ID login if we detected a new fingerprint added to your device and will require you to login and set it up again #superfingers

Can I have both the Liv. Password and Touch/Face ID?

Yes, you can have both the Liv. Password and the Touch/Face ID options. Liv. Password is a must though, and Touch/Face ID will be available only if your device supports it & you’ve enabled it!

Why should I sign up for the Liv. Account?

By signing up for the Liv. Account you get access to a lot more features, offers and lifestyle benefits. We suggest signing up for the Account as it allows you to make the most out of Liv! Most importantly, you're on your way to Liv.ing a better financial life, saving more and doing more of what you love! YAY! 

Can I fund the Account from my foreign Account?

You can add money to your Account through a transfer from a foreign Account, but you can't top up using a foreign Account's debit card.

How do I deposit cash through an Emirates NBD Cash Deposit Machines into my Liv. account?

You can deposit cash through an Emirates NBD Cash Deposit Machines (CDM) by following the simple instructions below: Step 1: Insert your Liv. Debit Card into the ENBD CDM Step 2: Select 'Cash Deposit' Step 3: Confirm the account details entered Step 4: Insert Cash Step 5: Confirm the deposit amount and click on 'Proceed' to continue OR click on 'Add More' to deposit more cash OR click on 'Cancel' to discontinue. Step 6: Review and Confirm details

CHARGES

Are there activation charges for signing up for a Liv. Account?

Not only is our App free, but we don't charge any fees for activation. Woohoo! To unlock and enjoy all our cool benefits, you'll just need to add money to your Account, either by using a KSA debit card, or by depositing money via any Emirates NBD cash deposit machine (which is also free!). You can also transfer money from another bank Account (although other banks may charge for the transfer! – Booo!). 

Are there charges for maintaining my Liv. Account?

No, there's no minimum amount that's gotta be transferred to the Account. However, we do suggest that you've got enough money in your Account to pay for your regular expenses, pay friends, or to get offers specifically designed around what you like.

Are there any fees associated with the Liv. App/Card?

You can view the charges Here • How can I fund my Account? You can add money to your Liv. Account in the following ways: • Transfer money from any existing KSA based account by simply tagging your Debit Card in the 'Top Up' option of the App. • Make a telegraphic / e-transfer from any of your other Account to your Liv. Account. • Request a friend or ask family to send money from any of their Account to your Liv. Account. (If they transfer from their own Liv. Account neither of you pay any fees! YAY!) • Deposit cash through any of the Emirates NBD Cash Deposit Machines. Don't forget, this option is only available if you're a Liv. Card holder!

What are the transaction fees for transferring money to a different bank Account?

Domestic Transfers to any local KSA bank can cost you between 5 & 7 SAR based on the value date! Note that the cut-off time for same day transfers is 3.45pm Saudi time.

What are the charges for sending money to someone who has a Liv. Account?

We want Liv. to be a close knit group of people with similar values and aspirations. That’s why we've decided to make it easy for our members to deal with each other. There's never a charge for sending money to someone who has a Liv. Account or an Emirates NBD Account. You can even refer a friend to join Liv. and then send them money, to save on transfer charges! #whataresult! 

How much does the Liv. App cost?

It's absolutely free! You'll get a lot of other cool freebies with it too 

If my mobile phone is on roaming mode while I'm abroad, will I receive a Double Secure Authentication Code for online transactions?

Yes, if you’ve activated your phone line for roaming, you'll get phone calls and texts, including your authentication code. However, when getting an SMS, you might see a delay, depending on the local operator. 

SECURITY

How secure is Liv. and what safety measures are being used?

First thing: Do not fear! Liv. employs the 128-bit Secure Socket Layer (SSL), which is one of the strongest encryption technologies used by large-scale online shops, banks, and brokerages worldwide! PHEW! This means, all online sessions between you and the bank are protected by a 128-bit encryption – which best protects your info against disclosure to third parties. Plus, all the service connections rely on HTTPS. So, for high-risk transaction level security, this service employs "Two-Factor authentication (2FA) to verify customer identity. (See! Told you we were secure! ;) This is because your security is our top most priority! 

What is "Two-Factor-Authentication (2FA)"?

We use two different methods to identify you, because we want to protect you and your personal info. E.g. during Login, we're verifying if you are accessing the account from the same device, and if not, prompt for an additional 2FA such as IAM/ABSHER

How can I keep my Liv. Account safe and secure?

Like all high-powered banks, we automatically log you out of your Account after 5 minutes of inactivity. We also keep an eye on your Account for any unusual behavior patterns. But here’s how you can do your part to keep your Account secure: • Don't reveal your Password to anyone, or write it down or use it where someone else can see it. • Change your Password IMMEDIATELY, using the 'Change Password' option in Settings, if you suspect it's been seen or compromised. • Don't use easily guessed passwords • Always remember to log out of the App! 

What should I do if I suspect any unauthorized transactions on my Account?

Contact us immediately via Liv. Chat and we'll resolve the issue ASAP!

PRIVACY

How can I tell what info the App will access or share?

Don't worry! First and foremost, all your financial info will be treated with the highest level of confidentiality, and, like the ethos of most big and trusted banks, will not be shared with any third party. We may use your preferences to bring you personalized offers and cool stuff, but without sharing your contact info with a third party. Please refer to our Privacy Policy for more information. 

Does the App have a privacy policy?

Where can I read it? Yes, we do. Click here to have a look at our T&C's where you can read our privacy policy. 

SUPPORT & HELP

I think there's been fraudulent activity on my Account. What should I do?

Don't worry we've got you! Just chat with us ASAP! We'll work to resolve all issues as diligently and quickly as possible. #wepromise! 

I've lost my phone. What should I do?

The first thing we need to do is make sure that no one else can access your Account. If you were logged in to the App when you lost your device, please chat with us ASAP. If you were logged out, you can download the Liv. App on your new device

I've forgotten my Password. What should I do?

If you don't remember your Password click on “Forget Password” in the Login screen and follow the simple steps

I've forgotten my Liv. Card PIN. What should I do?

You can login to the app then reset your Debit Card PIN by going to 'Settings' and under 'Security Settings', click on ‘Change PIN’ reset it with ABSHER ☺

EEEK! I've lost my Liv. Card. What should I do?

You can block your Card in a flash on the Liv. App by going to 'Settings' → 'Lock Card'. You can unlock your card anytime. 

I'm changing my mobile number. How can I let you know?

You can simply login to the app navigate to the settings and change “Mobile Number” then follow the simple steps! Keep your ABSHER credentials ready

My Card doesn’t work. What should I do?

Some of the reasons for the Card not working could be down to; damaged Card, dysfunctional machine, the card network may be down, insufficient balance on your Card, OR the Card may have Expired or Blocked. Either way, please reach us via chat and we'll look into it right away!

My Card has been swallowed by an ATM. What should I do?

Let us know by chatting with us via the Liv. Chat.

Is there a toll free number that I can call to talk to the Liv. team?

Unfortunately, we don't have a toll-free number. But we love to chat just like you, so get in touch with us via the App.

I've changed my email address. What should I do?

Go to 'Settings', click on “Change Email Address” and edit the one you'd like to use by following the instructions

Can I use my App on multiple devices?

Yeah, but you can't be logged into multiple devices at the same time. If you're trying to log into a new device, you'll automatically be logged out of the previous one. Every time you use a new device, you’ll be asked to authenticate using ABSHER as an additional security measure.

What should I do if I don't get the SMS OTP code?

You can request to resend the SMS (OTP) code after the timer of 60 seconds runs out. If you've tried the resend multiple times and still haven't got a code, just chat with us #ticktock

How do I stop unwanted calls or messages from the Liv. team?

We don't want to be that annoying friend who keeps messaging, so if we start to get too clingy, just let us know so we can make some changes! You also have the following options to unsubscribe: • Chat with us via the App • When you’re contacted by our team let them know that you'd like to stop getting certain calls or messages. #whateveryouwant 

I can’t seem to download the Liv. App. Why?

Oops! It could be a network issue. Just try again ☺

It says my email address is already signed up. Why?

Sorry, we only allow one Account to be opened per person. If you think someone has created an Account using your details, contact us via chat immediately!

Why do I get a message that says my mobile number is already registered?

Sorry, we only allow one account to be opened per person. You may have already signed up using your mobile number. If we got this wrong please let us know by chatting us up via the App!

I haven't got my welcome email. What should I do?

Check your junk mail  It might also be possible that your account is under review

I entered the wrong mobile number while signing up. What should I do?

We're going to need you to validate your mobile number by entering the OTP we sent via SMS. If you've put in the wrong number, you won't receive the SMS! Once the timer counts down to zero you can ask for the code again. Remember – you get only 3 tries in total or you can go back and change the mobile no.! #makethemcount! 

I haven't got my SMS OTP code on my mobile number. What should I do?

You may have entered the wrong mobile number, or maybe it's taking a while to get to you? Be patient! But... if you've put in the wrong number, you won't receive the SMS! Once the timer counts down to zero you can ask for the code again, but remember, you only get 3 tries in total! or you can go back and change the mobile no.! #makethemcount! 

EEEK! My OTP code resend tries have exceeded the limit. What should I do?

GRRR! You'll have to restart the process all over again! Make sure you enter the correct mobile number and wait for the authorization code to reach you. If you're still facing issues, chat with us. 

GRRR! I can't activate my Card! What should I do?

All you need to do to activate the Liv. Card is to go to Settings->Activate Card->enter the last 4 digit of your debit card-> and set up a 4-digit PIN. If for some reason you have an issue, just chat with us via the App! 

Why did I get the error message saying: "Oh no! We can't process your request right now ." ?"

This means for some reason we couldn't process your request. Please check all the details entered and try again. If that doesn't clear up the issue, just chat with us via the App! 

Why did I get the error message saying: "You don’t have enough funds on your Liv. Account, please top up now or change the amount." when I tried paying my bill?

This means that your Account doesn't have enough money to make the bill payment. So we're asking you to top up to pay the bill, or you can pay up to the amount you have in your Account. 

Why hasn't my bill payment been received by the utility provider?

You'll get a notification on your App once the payment has gone through. In case the payment's rejected, chat with us via the App

My Account was debited but the top up didn’t happen. What should I do?

Oops! Get in touch with us via Chat and we'll be on it ASAP!

The wrong amount got credited to my Liv. Account. What should I do?

Oh No! Chat with us via the App and we'll look into it!

Can I reset my Liv. card PIN, Password or Touch/Face ID?

Yes, you can reset your Liv. card PIN, Password or Touch/Face ID by going to 'Settings' and then 'Security Settings'. Your Touch/Face ID is managed by your Touch/Face previously setup on your device. If you reset that the Touch/Face ID will also need to be reset. You can also choose to turn on and off Touch/Face ID and your Liv. PIN and use your User ID and password to login

How can I request a new Liv. Card?

You can request a new Liv. Card by chatting with us and asking for a new card as simple as that. Please remember, if you're requesting a new Liv. Card for the following reasons then you'll be charged SAR 30 for the replacement Card:

• You lost it

• It's damaged

• It's been stolen

BUT...there's some good news! If you're requesting a new Card for the following reasons, then you'll NOT be charged: YAY!

• Your Card's been compromised

• You've been a victim of fraud

• Your Card's been captured

• Your Card's been erroneously blocked 

Uh oh! I've forgotten my Liv. card PIN! What should I do?

You can login to the app go to 'Settings' under 'Security Settings” click on “Change PIN”, Enter the current Card “PIN”, then enter the new one, if you have forgotten the current card PIN, simply reset it by logging in with ABSHER ☺

I didn't get the SMS OTP that I need to enter when I'm paying my friend. What should I do?

Give it a bit of time-sometimes the SMS gets delayed. It may even be due to poor network coverage; so make sure you have good network connection. If you're still having trouble, chat with us

I got a notification saying the transaction was completed, but I don't have the money! What should I do?

Oops! Give us a chance to look into it. Please chat with us ☺

I've changed my phone/device. What do I need to do?

Congrats on the new piece of tech! Simply download the App on your new device and log in to the app with your email and password, get verified by your ABSHER and you are good to go! Do make sure you're logged out of the App on the previous device though ☺

Why did the session timeout?

If you’ve been inactive for more than 5 minutes, then for security purposes we automatically log you out

I missed my Card delivery! What should I do?

Oh no! You can reschedule your delivery ASAP through chatting with us via the Liv. App, or reaching out to our delivery partner, SMSA

My Card delivery went to the wrong location. What should I do?

Oh no! Well that shouldn't have happened. But if it did happen please chat with us via the Liv. App

The wrong name is printed on my Liv. Card. What should I do?

Oops! Please chat with us via the App ☺

I need to reschedule my delivery. When's the deadline?

You can reschedule the delivery by chatting with us via the Liv. App. Note: Any card that is undelivered beyond 60 calendar days will be destroyed 

I haven't received my Liv. Card. What should I do?

We'll let you know when your Card is ready to be delivered so you can inform us with the suitable time and date 

I've lost my Liv. Card while travelling outside the KSA What should I do?

Oh no! Please lock your Liv. Card immediately by logging in to your App, go to Settings → Lock Card. In case you are unable to do so please chat with us immediately

Can I email the Liv. Team from any email?

Why email us when you can chat with us? Unfortunately we don’t have an email 

Can I use Liv. while roaming?

Yeah, all you need to use the Liv. App service is a WiFi or data connection. However you can’t change your mobile number or reset your Password as you would need to login to ABSHER services and it’s not available abroad

LIV. & EMIRATES NBD

Can I convert my Emirates NBD Account to a Liv. Account?

Your Emirates NBD Accounts are different from your Liv. Account. Each are wonderfully unique, and serving their own purposes, which means it's not possible to convert your Emirates NBD Account to a Liv. Account. 

What does ‘by Emirates NBD’ mean?

Liv. was created as an innovative App for a modern generation (YOU!) by the Emirates NBD group – a leading and trusted financial institution in the UAE.

I would like to join Liv, but I'm already an Emirates NBD customer. What should I do?

Your Emirates NBD Accounts are different than the Liv. Account. So you can open a Liv. account easily. WhoopWhoop! 

Can I visit a branch of Emirates NBD if I have questions about my Liv. Account?

We speak your language and operate just like you (in the digital world!) and have no specific branches. So it's easy to get in touch via cyber-space. However you are most welcomed to any of the Emirates NBD branches.

Can I use Emirates NBD online/mobile banking to access my Liv. Account?

No. Your Emirates NBD Account is different from your Liv. Account

Can I access my Emirates NBD Account through the Liv. App?

No. Your Emirates NBD Account is different from your Liv. Account.

Can I use Emirates NBD ATM machines to withdraw cash from my Liv. Card?

Yes! And it’s free! YAY! 

Can I deposit cash in my Liv. Account through Emirates NBD cash deposit machines?

Yes! 

If I decide to close my Emirates NBD Account, can I still use my Account function via the Liv. App?

Although they're all in one big family, your Emirates NBD and Liv. accounts are separate.

ACCOUNT

What do I need to open a Account?

All you need to set up your Liv. Account is:

• A valid Saudi ID Card or Iqama ID

• A smart phone. If not, isn't it time you caught up? :-) Come on, you're missing out!

• 18 years of life behind you!

• An active KSA mobile number

• An active ABSHER Credentials with an updated National Address with Saudi Post

Why should I activate the Account?

What does the Account give me? When you sign up for the Account, you get access to endless features and offers, designed around you, and your personal likes. Within no time, you'll start enjoying a healthier financial life, as we give you the insights that matter, so you can do more of what you love! Once you start enjoying Liv. , you'll also be able to transfer your income directly to your Liv. Account to allow you to manage your money with your lifestyle choices – whenever and wherever you want! 

What's the minimum balance I need to maintain for my Liv. Account?

There's no minimum amount that's gotta be transferred to the Account at this time. However, we do suggest that you've got enough money in your Account to pay for your regular expenses, pay friends, or to get offers specifically designed around what you like. 

What kinds of charges will I find in the Liv. Account?

Based on the VAT regulation, 5% VAT will be liable on our services fees on this list * This fee is in addition to the standard processing fee charged by Visa International, and Applies to transactions made in any currency other than KSA SAR. 

Can I use Cheques with Liv?

As we're a digital service, we don't issue Cheques. If you really need a cheque, you can visit an Emirates NBD Branch for a Manager Cheque. It will cost you thou. Why not try Bank Transfer? You wouldn’t need to queue 

How can I fund my Account?

You can add money to your Liv. Account in the following ways:

• Transfer money from an existing KSA based Account by simply tagging your debit Card in the 'Top Up' section of the App.

• Make a telegraphic or e-transfer from any of your other Accounts to your Liv. Account.

• Request a friend or family member to send money from any of their Account to your Liv. Account.

• Deposit cash through any of the Emirates NBD Cash Deposit Machines. Click here for a list of locations where Emirates NBD CDMs are available. (Please keep in mind, this option is only available if you're a Liv. Card holder!). 

• How do I close my Liv. Account? To close your Account simply chat with us via the App. Please let us know why you're closing the Account. If it's a complaint, we'd love to be given a chance to make it right! 

Where can I view the details of my transactions?

You can view your transactions details in the Wallet section of the App. We're planning some really cool stuff that's coming soon! 

What services does the Wallet provide?

Through our Wallet you have the following services:

• A simple and digital Account

• A Liv. Card that can used for payments around the globe with the VISA logo.

• Easily pay your SADAD bills • Keep track of your payments across different categories and places you visit.

• Pay your friends and peers simply by selecting them from your phone (cool huh!).

• Transfer money in and out of your Account locally (SARIE) Don't forget, we've got so many more cool and exciting features coming your way 

Can I pay my other credit card bills through my Liv. Card?

Sure you can !using the Sadad feature

Will I earn any interest on my Liv. Account?

No, there is no interest as Liv. is a SHARIA compliant account. We do offer 2% Profit to be earned on you Liv. Account at this time.

Do you have a Savings Account and can I open one?

We have Goal Accounts and you can create as many goals to save for as you wish. 

Can I transfer my salary into my Liv. Account?

Sure, you can transfer your income/ salary directly to your Liv. Account. This will allow you to manage your income and expenditure whenever and wherever you want. Simply ask your employer or family to have your income paid directly in your Account. And we highly recommend you do, as you get more perks by doing so.

Is there a minimum amount that I need to top up with?

This depends on how you wish to top up. If you're funding the Account using a Card you have to top up with a minimum of SAR 100. If you're funding the Account using a bank transfer, you have to top up a minimum of SAR 1 per time.

Which types of Account can be opened via Liv.?

We offer savings account under the goal accounts right now. Plus, there's so many more services coming out soon! Just be patient! #babysteps 

How many Account can I open with Liv.?

Hey big spender! For now, you can only open one Account for yourself. 

What is an "Inactive" Account?

Due to inactivity for 12 months your Account's been given the Inactive/ Dormant status. To breathe life back into your Liv. Account, simply top up, or get in touch to find out how to resuscitate it. 

When does an Account status change to "Dormant"?

After 2 years inactivity your Account's status changes to "Dormat".

Can I top up money from an international account to Liv. Account?

Yes, you can transfer money from an international Account! 

LIV. CARD

What is the Liv. Card and what benefits do I get?

Your Liv. Card lets you spend your money wherever you want without messing around with cash. It's secure, safe and globally accepted. You can use it online too, and it can even Tap n' Pay! #moneyyourway 

What's the difference between a Liv. Card and a credit card?

A Liv. Card is a "buy now, pay now" option, while a credit card is a "buy now, pay later" option. So when you use your Liv. Card, there'll be no monthly repayments (which is why no interest will be charged! Woohoo!). When you use your Card to buy stuff or withdraw cash, the amount is deducted right away from your Liv. Account balance. 

Is it possible to go overdrawn?

No, we don't allow it on the Liv. Account right now. We'll update you if we do! 

Is there an Interest rate on the Liv. Card?

A Liv. Card is a "buy now, pay now" option. Therefore, when you use your Liv. Card, there will be no monthly repayments and no interest will be charged! Woohoo!

What do I need to do before I can use my Liv. Card for the first time?

It's simple: 1. Activate your Card. 2. Set a PIN. 3. Start Liv.ing! 

In which countries can I use my Card?

Your Liv. Card can be used to pay for stuff almost anywhere in the world. Whether you want to shop in the KSA or abroad, just look for the VISA sign and you're ready to SPEND! 

As a customer of Liv. are there any charges for using my Card at an ATM, a payment terminal or abroad?

You can use this Card for FREE to pay any merchant in the KSA, or for withdrawing cash from any ATM in KSA. There's no charge if you use your Card to withdraw cash from an ATM that doesn't belong to Emirates NBD. If using your Card for spending outside the KSA then you'll be charged 3% of the value of your purchase. A fee of SAR 20 will apply if you use this Card to withdraw cash from an ATM outside of KSA. (But only SAR 6 in Gulf Cooperation countries)

Can I withdraw cash with my Liv. Card?

Yes of course! You can withdraw cash from any KSA based ATM, or from over one million ATMs worldwide. Be mindful that there's a fee of SAR 20 will apply if you use the Card to withdraw cash from an ATM outside of KSA. (But only SAR 6 in Gulf-Cooperation countries). (Subject to you daily withdrawal limit.)

Why can’t I use my Liv. Card for Local e-commerce merchants?

We’re working hard to have our card certified for e-commerce with MADA. We should have it ready by March-end 2020.

Can I add my Liv. Card to Apple Pay?

We’re working hard to have our card certified with Apple & MADA Pay. Hang in there. We should have it reach by Q2 2020.

I've forgotten my Liv. Card PIN. What do I do?

If you've forgotten you Card PIN you have to reset it. Under 'Settings' go to 'Security Settings', then click on 'Change Card PIN'. Then follow the instructions. 

How do I reset my Liv. Card PIN?

"Go to Settings → Security Settings → Change Card PIN Then follow the instructions. 

My Card is damaged. What do I do?

Request for a new Card by chatting with us. Please remember, there's a charge of SAR 30 for a replacement Card.

What's the daily transaction limit on my Liv. Card?

The daily transaction limit for your Liv. Card is SAR 20,000. 

What's the daily ATM withdrawal limit on my Liv. Card?

You can withdraw up to SAR 5,000 per day. 

How many Cards can I add to my Account for topping up?

Hey big spender! We're afraid we aren't set up to handle more than 10 Cards!

Can I tag any of my Liv. Cards as a favorite one?

At this time this feature isn't available, but your recent Cards will be displayed first for your convenience.

Can I name my Liv. Cards so I know which one I'm using?

Ah shucks! At this time this feature isn't available. But we're working on it! 

How can I request a new Liv. Card?

You can request a new Liv. card by chatting with us and asking for a new card as simple as that. Please remember, if you're requesting a new Liv. Card for the following reasons then you'll be charged SAR 30 for the replacement Card:

• You lost it.

• It's damaged.

• It's been stolen.

BUT...there's some good news! If you're requesting a new Card for the following reasons, then you'll NOT be charged: YAY!

• Your Card's been compromised.

• You've been a victim of fraud.

• Your Card's been captured.

• Your Card's been erroneously blocked. 

Can I change my daily ATM withdrawal limit?

Hold tight cowboy! We're working on it and will let you know as soon as it's ready! 

Can I change my daily transaction limit?

Hold tight cowboy! We're working on it and will let you know as soon as it's ready! 

How do I get a second Card?

Sorry we don't provide supplementary Cards right now. Every man or woman for themselves!

Do you offer a credit card?

We have a really cool one on the way! #youllloveit

My Liv. Card has expired. What do I do?

Ask us to renew it for you! Chat with us. Your replacement Card is FREE! 

What happens if I stop using my Liv. Account for a long time?

If you stop using your Liv. Account for 12 months we'll put you in the "Inactive/Dormant" category. Which is a shame, as you'll be missing out! Don't worry, all you'll need to do is top up to start using your Account again. 

Should I block my Liv. Card through the App if it's swallowed by the ATM?

Yes! Most definitely. Please log into your App and block it immediately and then let us know that your Card has been swallowed by chatting with us via the app.

Do you deliver Liv. Cards on weekends?

Yes we do deliver the Liv. Card on the weekends, but we take up to 3 working days to process your request and get it ready for delivery.

How do I set up my Liv. Card delivery?

We'll notify you once your Card is ready to be delivered by an SMS with a unique number so once we call you; you can give us the address time and dates that suites you . 

I need to reschedule my delivery. What's the deadline?

You can reschedule the delivery by chatting with us via the app.

How many times can I schedule my Liv. Card delivery?

You can schedule your Card delivery two times for free!

Will I get charged for rescheduling the delivery?

EEEK! You'll get charged for your third scheduled delivery.

How much time do I have to schedule my Card delivery after I've had the notification?

You can schedule you Card delivery anytime you like, but we encourage you to do it ASAP so you can start enjoying the benefits :)

Can I choose to collect my Liv. Card at an Emirates NBD branch?

We're a digital outfit that doesn't have any branches, so you can't collect your Card at an Emirates NBD branch. Although, our delivery process is seamless and FREE! So you won't complain. #wecometoyou 

Do I earn any reward points using my Card?

LIVIONS baby LIVIONS 

Can I withdraw cash using international ATMs?

Yes, you can withdraw cash using an international ATM but at a charge of SAR 20.

Can I use my old PIN number for my renewed Liv. Card or do I have to create a new PIN?

To activate your renewed Liv. Card, you'll have to create a new PIN. #getthinking

Will my new Liv. Card have the same number as my existing Card?

No your new Liv. Card will have a different Card number, so you'll need to add it to your Account separately and delete the old one.

What will happen to my existing Liv. Card after I receive my replacement/renewal Card?

Your existing Liv. Card will automatically deactivate upon the activation of the new one. Please make sure to destroy your old Liv. Card by cutting it diagonally before disposal. #bettersafethansorry 

Are there any limits on the use of my Liv. Card?

Your Liv. Card enables you to use up to the "Daily Purchase Limit" and "Daily ATM Limit" mentioned under 'Settings' in your App. 

Will my Liv. Card purchases appear on my Account's statement?

Yes, you can view all your transactions including Liv. Card purchases on your Account statement.

Will I be charged extra for using my Liv. Card abroad?

As you'll be using your Liv. Card in a currency other than KSA Riyals (SAR), the transaction amount will be converted to SAR on the day it's debited to your Account. The exchange rate used is always determined by VISA. Please be mindful that there's a currency conversion fee for all foreign transactions. Overseas ATM cash withdrawals will also incur an international ATM withdrawal fee, which will be detailed separately on your statement.

Under what conditions does Liv. provide Zero Liability against unauthorized or fraudulent use of my Liv. Card?

You are covered for unauthorized use of your lost/ stolen Liv. Card for retail transactions, from the time you tell us! Please note:

• This isn't valid for PIN based transactions - both ATM withdrawals and retail transactions on Chip and PIN terminals.

• Any loss of Card needs to be reported by chatting with our agents through the App.

• You will be liable for all transactions made on the Card prior to reporting loss in writing to Liv.

Can I temporarily block a Liv. Card through the Liv. App?

Yes! Most definitely. You can lock your Card in a flash on the Liv. App by going to 'Settings' → 'Lock Card'. You can unlock your card anytime . 

Can I unlock my Liv. Card?

Yes, you can unlock your Card in a flash on the Liv. App by going to 'Settings' → 'Unlock Card'.

How long does it take to lock my Liv. Card?

You can lock your Liv. Card instantaneously with a click of a button.

I would like to use my Liv. Card abroad. Is there anything I should know?

Have a look and make sure your Card is valid. If it's expiring before you travel, and you haven't received your renewal Card, please chat with us. And keep your registered mobile number active, even when you travel abroad to ensure you get SMS alerts for every transaction on your Card. We'll continue to monitor your Account for fraud and unusual transactions whilst you're abroad, and will contact you ASAP if we detect any unusual activity. 

What's the exchange rate when I use my Liv. Card abroad?

The exchange rate is set every day by VISA.

I've lost my Liv. Card while travelling outside the KSA. What should I do?

Oh no...that sucks! Please block you Liv. Card immediately. Go to 'Settings' and then 'Lock Card'. Once that’s done you can request a new Liv. Card by chatting with us.

What happens if I key in an incorrect PIN for my Card at a merchant terminal or at an ATM?

Will my Card be taken? The ATM will capture the Card after 3 unsuccessful attempts. It will be destroyed and you'll need to ask us for a new Card. The merchant won't accept the Card for the payment, and will most likely ask you to give them a different Card to pay. #GRRRR! You will then have to reach us via chat to schedule a replacement card. 

SOCIAL TRANSFER

Are there any fees for sending money to friends?

We believe that Liv. is a close knit group of people with similar values and aspirations. That’s why we've decided to make it easy for Liv. Members to deal with each other. Pay away or ask for money for the lunch you had with your friend – it's simple with Liv! Also, there's no charge for sending money to someone who has a Liv. Account. You can even refer a friend to join Liv. and send them money to save on any transfer charges :) Alternatively, you can do a regular telegraphic or e-transfer to another local bank Account. 

Is there a limit to how much money I can send to friends?

There's a max limit of SAR 3,000 per month. Also, for any transactions, you'll receive an SMS OTP. We just want to make sure (that you're sure) about the monies hitting the right person's Account for big amounts! :) #lookingoutforyou

Is there a limit to how much money I can request from friends?

There's a max limit of SAR 3,000 per month for requesting money from friends.

How do I send money to my friends who have Liv. Account?

Under the Account section click on 'Pay' and then choose the 'Pay Someone' option. Then follow the simple instructions.

Can I only send money to my friends via Liv?

No, you can do a regular wire transfer or e-transfer to another bank Account. You can even refer a friend to join Liv. and send them money to save on any transfer charges ☺

TRANSFER

What kind of transfers can be made via Liv?

As well as paying friends through your Liv. Account, you can transfer money to anyone in the KSA through their local bank Account in SAR.

Is there a maximum limit on the amount of money I can transfer?

You can transfer any amount to the maximum balance available in your Account. Basically, whatever you've got, you can spend :-) but there’s a daily limit of 100,000 SAR

How long does it take for transfers to be processed?

Local transfer within Emirates NBD or Liv. Instantly! Local transfer to other bank Account: Other banks varies depending on whether you selected same day or next day

How do I know if my transfer was successful or not?

We'll send you a notification once your transfer is complete. We'll also get in touch if the transfer is unsuccessful. Simply check your Account section. You'll find all transfers here! 

Why did my transfer fail?

Always reach out to us if you need us to look into anything, chat with us whenever you want.

Why did I receive the message "Insufficient funds"?

This is a friendly poke to add some money to your Account! but maybe the money is in your goal account (we stash it for you away from your spending wallet)

Can I transfer funds to an Account abroad?

Oops...sorry! We don't offer this service at the moment (but it's on its way soon!)

Can I make transfers in a foreign currency?

Oops...sorry! We don't offer this service at the moment (but it's on its way soon!)

What are the charges for transfers?

Domestic Transfers to any local KSA bank are 5 or 7 SARs based on the value date selected.

Is there a limit to the number of transfers I can make?

No, so keep spending away! 

Can I schedule a transfer to take place in the future, or set up recurring transfers?

Oops...sorry! We don't offer this service at the moment (but it's on its way soon!)

How do I cancel a transfer that I've already sent?

Once you've made the transfer, money will be moved instantly. Although, for any transfer made after 2:45 pm, get in touch with us via chat, and we'll try out best to stop them.

How late can I make a transfer for the money to be processed during the same day?

Transfers to Liv. and Emirates NBD Account happen instantly, but those made to other banks will need to be sent before 3pm.

Can I transfer funds from another bank Account into my Liv. Account?

Yes! You can make a transfer from any of your other KSA based Account to your Liv. Account in one of the following ways:

• Transfer money from an existing KSA based Account by simply tagging your card to the top up feature.

• Make a telegraphic or e-transfer from any of your other KSA based Account to your Liv. Account.

• Request a friend or family member to transfer funds from their KSA Account to your Liv. Account! 

Can I transfer money from my overseas Account?

Yes, you can fuel your Account via a transfer from an overseas Account! 

Can I make a Direct Remit transfer through Liv?

Sorry guys, we're not offering this service right now, but we're working on it! 

If I make a transfer payment/top up from my other Account to my Liv. Account, how soon can I have the money?

The transfer is done real time so you should have the money into your Account as soon as the transaction goes through.

What is the Swift code for Liv? Its “EBILSARI”

BILL PAYMENT

What kind of utility bills can I pay via Liv?

You can pay to any of the 180+ billers that is currently registered with SADAD portal. 

How do I know if my bill has been successfully paid?

You'll receive a notification on your App once the payment has gone through. You may also get a confirmation from the Utility service provider. The payment is made instantly! BOOM! 

Are there any limits on the amount for a bill payment?

No, you can pay the complete outstanding amount of your bill, as long as you have enough money in your Liv. Account.

Can I review my bill payment Transaction History?

Yes, you can view your bill payment transaction history in the Financial Activity in the Wallet Tab. Just select the Utility provider and view all transactions made so far. You’ll be able to see the average spend across several months.

Why did I get an error message when I tried paying my bill?

There could be several reasons. It could be that the SADAD system is down, or an issue with Liv. It could also be due to a weak network connection where we couldn't process your payment. It always helps to try again and make sure your network connection is powered-up!

Why did I get the error message saying, "Unfortunately, we couldn’t pay this Bill. Please try again later" when I tried paying my bill?

This means that for some reason we couldn't process your payment. Please check all the details entered and try again. If the problem doesn't go away, just drop us a message through the chat 

Why did I receive the error message saying, "You don’t have enough funds on your Liv. Account, please top up now or change the amount." when I tried paying my bill?

This means that you need to add enough money into your Liv. Account to pay the bill, or you can pay a bill up to the amount you currently have in your Account. 

Why hasn't the utility provider received my payment yet?

You'll receive a notification on your Liv. App once the payment has gone through. In case the payment has been rejected, get in touch with us via chat.

Can I pay someone else's bill via Liv?

Yes you can pay someone else's bill via Liv. You just need to have that person's utility Account details to make the payment.

LIFESTYLE

What discounts and offers can I get with my Liv. Card?

With your exclusive Liv. Card, you get a wide range of cool dining offers, as well as awesome experiences and activities, that we think are just too good to miss out on! For more details, check out the Squad Picks in the Lifestyle page 

How do I redeem a voucher or offer?

It's super simple! When you're at the venue, just find the voucher on your app, click 'Redeem' and give the Merchant the 4 digit PIN, and VOILA – you're done! (BOOM – 50% off!). 

How do I use the discount offers?

To use the discount offers, all you need to do is pay using your Liv. Card at the venue. Simply show them the voucher and 4 digit PIN and you're good to go! 

Can I use my vouchers on weekends and public holidays?

Each voucher and offer has its own T's & C's, so just refer to them for any deeds and plan accordingly!

What places have Liv. Discounts and offers?

We keep a fresh selection of vouchers and offers that you can find in the 'Today' section of your Liv. App. ☺

Can I use an offer and a voucher at the same place together?

No, you can use either one of them!

What if the Merchant doesn't accept the voucher or offer?

We do our best to try and train our partners to make sure you have the best experience, but in case they slip up, please let us know by chatting with us via the app. We're always here to help OK! 

Can I share my vouchers and offers?

No, you need to use your own Liv. Card to redeem the offer and the app to redeem your voucher.

GOAL ACCOUNT

What is Goal account? Goal account is our take on a savings account but with a twist! Like with all things we do we've broken the norms and have created a cool feature that allows you to set goals and save money without actually creating another spate account. It's like a piggy that earns the same 2% profit as your savings account. Check it out to know more!

How can I create a goal account?

You can create your goal account through Products > Goal Accounts and follow the instructions (Select the kind of account you want to create > include a name and amount and set rules for how you would like to reach your goal> You're done!:) Where can I find a goal account? You can find it in Product Tab > Goal Accounts

Where can I see my savings?

You can track your savings and see all your goal accounts by going to Product Tab > Goal Accounts; You can click on the individual goal to see more details

Where can I track my goals?

You can track your savings and see all your goal accounts by going to Products Tab and selecting ‘Goals’ > top of the screen drop down Debit account and select Goal account ; You can click on your goal to see more details

How do I edit my goal?

Product > Goal Account; you can click on your goal to edit your goal settings

How can I edit my rules for my goal account?

Product > Goal Account; you can click on your goal to edit your goal settings

What are the different rules for goal account and what do they mean?

Rules help you decide how you would like to save money to reach your goal. You can use more than one rule for your goal account. Below are the different kinds of rules you can use:

One time saving: Select an amount to be sent once, from your Debit account to the Goal account as a head start to your savings

Set and Forget: Set up daily weekly or monthly deposit to make automatic savings

Target Day Saving – set a target amount to save by a specific date, we will advise you how much you need to save daily, weekly and monthly to reach that.

Can I change the amount of my goal after I have created it?

Yes! You can always edit the target Amount set for the goal account.

Why is there an amount showing for my goal when I did not set it?

Sometimes based on your selection of the kind of goal you've set we advise an amount that you should set as your target goal amount. You can always edit this by going to the goal.

Can I have multiple goals or goal accounts?

You can absolutely have multiple goal accounts for your different goals.

Is my goal account a separate bank account?

Your goal account is not a new bank account but is simply linked to your existing Liv. Savings account. Think of it as a piggy bank but just more cooler and digital.

What happens if there is no balance in my savings account? How will my set rule work then?

In case there is no balance in your savings account to fulfill a rule you should receive a notification asking you to top up your Liv. Savings account to increase your balance so that you can continue to save.

Can I edit my goal date?

You can edit all your rules related to your goal account.

Can I change the dates my savings happen? I mean the day and number of times my money moves from my savings account to my goal account?

You can edit all your rules related to your goal account.

Can I delete my goal account?

You can close your goal account by hitting the screen three times. You will be asked to select your account to move the funds. Can I add more rules for my goal account? You can edit all your rules related to your goal account.

What happens after my goal is complete?

Once you reach your goal you can keep the money in your goal account or you can move the money back to you savings account. To move your money back you can click on “take money” option inside the goal you want to take money from.

What happens if I want to close my goal account?

You can close your goal account by opening your goal you want to close click on the dust pin and then the app will ask you if you are REALLY sure that you want to close your goal account.

I want to move my money from my goal account to my savings account.

You can move your money from your goal account by “take money” option inside the goal you want to take money from.

Is there a limit to my goal amount?

The sky is the limit! Is there a limit to the number of goal accounts I can have? There is no limit to the number of goal accounts you can create.

Can I get a debit card for my goal account?

As your goal account is not a separate bank account there is no debit card that comes with it. If you require to use the money in your goal account you need to close the goal account by moving the funds back to you savings account.

I went to the branch and they can't help me with my goal account

Emirates NBD branches will be able to help you with your goal accounts. However you can do everything you need through the app or you can reach out to us.

Do I earn profit on my goal account?

You will earn 2% profit on the balance you maintain in your goal account.

If I close my Liv.Savings account do I also have to close my goal accounts?

If you wish to close your Liv. Savings account you would have to close your goal account too as your goal account is a pocket part of the savings account.

Can I check my history for savings to my goal account?

You can see your savings history in under your financial activity under your savings account

Can I move partial funds from my goal account to my savings account?

You can move partial funds from your goal account to your savings account. By the option “Take Money”

Can I remove some money out of my goal account?

You can move partial funds from your goal account to your savings account. By the option “Take Money”