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FREQUENTLY ASKED QUESTIONS


CARDS

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General

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1. What is the annual fee for Credit & Prepaid cards?
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Annual Credit and Prepaid card fees can be found under Fees and Commissions on the following link.

You can also navigate to the Fees and Commissions list at any time which is located under ABOUT ABK --> FEES & COMMISSIONS or by visiting the nearest ABK branch.
2. Can I withdraw cash through my Credit or Prepaid cards?
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Yes, you can withdraw using any of the ATM machines.

Please Note: for ABK’s Multi Currency Prepaid Freedom Card you can only withdraw cash locally using one of ABK’s ATM machines.

You can find cash withdrawal fees under Fees and Commissions on the following link.

You can also navigate to the Fees and Commissions list at any time which is located under ABOUT ABK --> FEES & COMMISSIONS or by visiting the nearest ABK branch.
3. How can I get the free Airport Lounge access?
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LoungeKey, the Complimentary Airport Lounge Access Program is available for both the ABK Emirates Visa Infinite and the ABK Emirates Visa Signature cardholders.
4. Where can I get my Credit Card transactions?
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You can view your Credit Card transactions by requesting the card statement which is available through the following:
  • Visiting the nearest ABK branch
  • Contacting the ABK Call Centre at Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls.
  • Through Online or Mobile Banking (Digital statements are for a maximum period of 5 years).
  • The ABK Card Payment Portal available here.
Please note that non-ABK account holders using Prepaid Cards can only access digital Card statements using the ABK Card Payment Portal.
5. I just lost one of my ABK cards, what should I do?
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Please contact us at Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls and report the lost card immediately and our Call Centre agents will assist you in stopping the lost card.
6. What are the exchange fees for transactions conducted in a foreign currency?
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All international purchases on ABK Cards, conducted in a foreign currency (Non KWD), are charged a cross border fee (inclusive of Visa or MasterCard fees)
We recommend that you pay in the visiting country’s currency to avoid high exchange rate costs applied at the time of purchase. Doing that will enable you to benefit from the Emirates Skyward Miles offered on your card (if applicable) and obtain a preferred exchange rate.
7. How can I get the free Travel Insurance?
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When purchasing the airline ticket using one of ABK’s eligible cards you automatically receive complimentary Travel Insurance coverage. Once the purchase is complete, please contact ABK’s Call Centre at Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls in order to issue the Travel Insurance Policy Certificate.

ATM Cards

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8. When does my ATM card expire?
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All ATM cards have a 5 year expiry date.
9. How long does it take for me to receive my ATM card?
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New ATM cards are issued after 3 working days from the date that ATM application is signed.
10. If I lose my ATM Card and require a replacement, what are the charges?
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A replacement fee for any lost or stolen ATM cards is KD 5. Please note that the replacement fees applies for all ATM cards with the exception of the Al Amel Account.

You can access the list of Fees and Commissions by clicking on the following link.

You can also navigate to the Fees and Commissions list at any time which is located under ABOUT ABK --> FEES & COMMISSIONS or by visiting the nearest ABK branch.
11. How many days does it take to receive a replacement card?
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Customers who issued a replacement ATM card will receive their new card within 3 working days.

Please note that the replacement fee for lost or stolen cards is KD 5.
12. Can I receive my ATM card from any branch?
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Yes, you can inform the ABK Staff that you wish to receive your Card from a different branch location. Please note that this process will take 3-4 working days.
13. There are two numbers on my ATM card, which one is the account number?
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ABK cards have two numbers: card number and account number.
  • The card number is located at the middle of the card and consists of 16 digits.
  • Account number is located at the bottom left side of the card and consists of 13 digits.
14. If I have 2 accounts and 1 ATM card, how can I assign the ATM card with either one?
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You can change the priority of the account by either contacting Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls or visiting your nearest ABK Branch.
15. What happens if I enter an incorrect pin code 3 times or more while using my ATM card?
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The card will be locked and will require a pin reset request in order to unlock it. You can request a pin reset from either contacting Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls or by visiting your nearest ABK Branch.

Please note that the Call Centre can only reset the pin once every 1 months as a policy.

Credit Cards

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16. How can I increase the Credit Card limit?
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You can simply increase your Credit Card limit by visiting the nearest ABK branch. Alternatively, you can contact us at Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls and our Call Centre agents will be more than happy to assist you.
17. What is the minimum payment limits for ABK Credit Cards?
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The minimum amount per payment for ABK Credit Cards is KD 25.

Prepaid Cards

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18. How can I recharge my Prepaid card, and are there any charges?
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You can recharge your Prepaid Card through:
  • The ABK Card Payment Portal by clicking here.
  • Through ABK’s Online or Mobile Banking.*
  • Through IVR by contacting the ABK Call Centre at Ahlan Ahli 1 899 899 or +965 2 2442 211 for international calls *
*Service only available for ABK customers

Please note that the recharge fee for using the ABK Card Payment Portal is KD 1 and the recharge fee for using the IVR is KD 0.500
19. Can anyone apply for ABK’s prepaid card?
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Yes. To apply for the card, the Applicant must be 18 years old or above. However, a Parent or Guardian can apply as the Card Applicant for their Minor. For more information please contact Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls or visit your nearest ABK Branch.

Please note that in order to apply to ABK’s Prepaid Cards, you must also be a citizen or resident of the State of Kuwait.
20. I am not an ABK customer, can I still apply for ABK's Prepaid Cards?
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Yes you can apply for ABK’s Prepaid Card as long as you have an existing banking account with any other bank in Kuwait. You will be able to load or reload funds on your card only by using a KNET debit card issued by any bank in Kuwait.
21. How can I apply for one of ABK’s Prepaid Cards?
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You can apply for it online HERE or by visiting any one of our ABK Branches and filling out the Application Form. You must also bring along your Civil ID. You will receive your ABK Prepaid Card and PIN from ABK after 3 business days.
22. When does my Prepaid Card expire?
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All ABK Prepaid Cards have a 2 year expiry date.
23. Do I have to activate my Prepaid Card before I can start using it?
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The card will be activated by your ABK branch upon collection.
24. What type of transactions can I use my prepaid card for?
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You can use your card for POS purchases, online purchases, local cash withdrawals and overseas cash withdrawals worldwide.

Please note that there are fees for withdrawing cash from a prepaid card overseas. The fees are as follows:
  • The withdraw fees for using ABK’s Visa Gold Prepaid Travel Card is KD 1 plus exchange rates for every transaction.
  • The withdraw fees for using ABK’s Multi-Currency prepaid Freedom Card is 2% with a minimum charge of KD 1 plus exchange rates for every transaction.
You can find cash withdrawal fees under Fees and Commissions on the following link.

You can also navigate to the Fees and Commissions list at any time which is located under ABOUT ABK --> FEES & COMMISSIONS or by visiting the nearest ABK branch.
25. Are there any Telebanking services available for ABK Prepaid Cards?
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Yes there are. Contact Ahlan Ahli 1899899 or +965 2 2442 211 for International calls and enter your 16 digit Prepaid Card number and 4 digit PIN.

Once you gain access to your card account via our IVR services, you can proceed to check the last 5 transactions made on your card, in addition to listening to the available balance for each currency loaded on the ABK’s Multi-Currency Prepaid Freedom Card.
26. What is the minimum or maximum reload limits for ABK Prepaid Cards?
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  • Minimum amount per load or reload is KD 25
  • Maximum amount for load or reload via IVR and Prepaid Portal in 1 day is KD 3,000
  • Maximum amount for load or reload via ABK branches is unlimited
27. How soon can I use the card once I load or reload funds?
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Once your load or reload is successful through Online Banking, Mobile Banking , IVR or Payment Portal, you can use the card immediately for any POS, online purchases or Cash withdrawal.
28. Are there any fees for withdrawing cash when using my Prepaid Card?
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There are no fees for withdrawing cash from any of our ABK ATMs. Customers can withdraw cash locally from Non-ABK ATM’s from their Prepaid Cards and the fees are KD1.

Please note that there are fees for withdrawing cash from a prepaid card overseas. The fees are as follows:
  • The withdraw fees for using ABK’s Visa Gold Prepaid Travel Card is KD 1 plus exchange rates for every transaction.
  • The withdraw fees for using ABK’s Multi-Currency prepaid Freedom Card is 2% with a minimum charge of KD 1 plus exchange rates for every transaction.
You can find cash withdrawal fees under Fees and Commissions on the following link.

You can also navigate to the Fees and Commissions list at any time which is located under ABOUT ABK --> FEES & COMMISSIONS or by visiting the nearest ABK branch.
29. Can I bring in cash to the ABK Branch to load or reload funds on the card?
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Cash will not be accepted at ABK branches for loading or reloading funds on the card if the customer do not have an account with ABK only but as long as the customer have an account he can bring in cash to ABK branch

You can load/reload your Prepaid Card through the following channels:
  • The ABK Card Payment Portal by clicking here.
  • Through ABK’s Online or Mobile Banking.*
  • Through IVR by contacting the ABK Call Centre at Ahlan Ahli 1 899 899 or +965 2 2442 211 for international calls *
*Service only available for ABK customers
30. What currencies can I load on my ABK Multi-Currency Prepaid Freedom Card?
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The currencies that you can load on the card are: Kuwaiti Dinar, US Dollar , British Pound, EURO, Emirati Dirham, Saudi Riyal, Bahraini Dinar, Qatari Riyal, Swiss Francs, Canadian Dollar and the Egyption Pound.
31. How does the Multi-Currency Prepaid Freedom Card work?
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First, you must load funds onto the card in Kuwaiti Dinars (KD). And then you utilize funds from your KD wallet balance on the card to load up to 10 additional foreign currency wallets on the card.

For example, if you want USD 100 wallet Balance on the card, then you transfer approx. KD 28.764 from your KD wallet to USD wallet.*

The exchange rate for KD & USD at the day of the balance transfer will be applied, in addition to any applicable rate. The exchange amount will be clearly displayed to you before you confirm the wallet balance transfer.

As you lock-in the exchange rate for KD & USD, any future fluctuations in the currency exchange rate will not affect your USD wallet balance.

After you load USD 100 wallet Balance and you use your card for USD 10 for any purchase, this transaction amount will be deducted from your USD wallet Balance and the new USD wallet Balance will be USD 90. *

The above applies to all the other currencies available on the card.

*These amounts are hypothetical. To view the latest rates, please head to our exchange rates page in the following link.
32. What if I do not have sufficient funds in a Currency wallet to complete a transaction?
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For example, if you are making a purchase of USD 200 and you only have USD 199 in your USD wallet balance on the card, then the transaction will be completed using your KWD wallet available balance for the whole amount of the transaction (e.g. approx. KD 57 for USD 200).

In case the KD wallet available balance is insufficient to complete the transaction, then the transaction will be declined.

Please note that in such scenarios only your KD wallets will be used to complete the transaction. Continuing the above example, even if you have EURO 1,000 wallet balance on your card, only your KD wallet balance will be used to complete for the insufficient USD transaction.

The above applies to all the other currencies available on the card.

All Multi-Currency Prepaid Freedom cardholders are expected to be aware of the available wallet balances on their card.
33. What if I make transactions in a currency for which I have no wallet balance on the Multi-Currency Freedom Card?
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All transactions which are made in the currency not available on the wallet balances of the card will be completed utilizing the card’s KD wallet balance only.

The currencies that you can load on the card are: Kuwaiti Dinar, US Dollar, Pound Sterlings, Euro, Emirati Dirham, Egyptian Pound, Qatari Riyal, Saudi Riyal, Bahraini Dinar, Swiss Francs and Canadian Dollars.
34. Can I transfer balances from a Non-KD wallet to another Non-KD wallet on the card?
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This is not allowed. For example, if you have USD 200 in your USD wallet on the card, you cannot transfer this balance to EURO wallet of the card.

In case you want to make such transfer, then you must first transfer the USD 200 wallet to your KD wallet. And then from the KD wallet to the EURO wallet.
35. What if I want to transfer all my wallet balances on the card to my Bank account?
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If you want to the transfer the wallet balances on the card to your Bank account, it will be done so in Kuwaiti Dinars only.

All Non-KD wallet balances will be converted to KD as per the day’s exchange rate. And the total KD balance of the card will be credited to the customer’s Bank account. Bank charges will apply.

Tap 'n' Go

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36. What is ABK Tap 'n' Go and how does it work?
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ABK Tap 'n' Go is a 'contactless payment method' offered on ABK cards that uses Near Field Communication (NFC) technology such as Visa payWave.

With NFC, ABK cards will be able to communicate with the Point of Sales (POS) devices by simply tapping or waving your card on the NFC enabled POS machine without the need to insert or swipe your card in POS machines.
37. Where can I use ABK Tap 'n' Go?
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At any POS device just as you would use the regular cards. If the POS device is NFC-enabled, you can now make payments simply by tapping or waving your card on the POS device.
38. How can I get an ABK Tap 'n' Go Card?
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  • All new customers who apply for a Visa Infinite, Signature Credit, Visa Gold Prepaid Travel or Mastercard Freedom Prepaid card need to mention to the staff that they require the card with ABK Tap 'n' Go
  • All existing card holders can upgrade their current card to a ABK Tap 'n' Go without additional fees
39. Should I Activate my Tap 'n' Go Card; before conducting a contactless payment transaction?
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Yes, to activate the service you must first make an EMV Chip transaction by inserting the card into a POS machine and after one successful transaction the contactless functionality will be active.
40. How far must the distance be between the card and the POS machine for the transaction to work?
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The maximum distance should be 3-4cm.
41. Can I use my ABK Tap 'n' Go Card internationally to make contactless payments?
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Your ABK Tap 'n' Go Card will work outside Kuwait at any NFC-enabled POS machine that accepts Visa/Mastercard.
42. Is there a limit on the value of goods you can purchase with ABK Tap 'n' Go technology? technology?
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For purchases under KD 10 you can tap/wave and go. For purchases over KD 10 a PIN verification is required.
43. Will payments be taken twice from my account, if I tap or wave my Tap'n' Go card on the POS device twice?
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No, it will only charge you once as NFC Enabled terminals are designed to only process one transaction per card at a time. As a safeguard, each transaction must be complete or void before another one can take place.
44. Is this technology as secure as traditional Cards?
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NFC-enabled cards are just as secure as any other chip card and carry the same multiple layers of security protection. Additionally, with Dynamic Data Authentication (DDA), it is impossible to steal your card’s information and use your data to make unauthorized transactions. With DDA, your private data such as your name and CVV (the 3-digit code at the back of your card) are never transmitted through NFC.

Emirates Skyward Miles

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45. How many miles can I earn for each KWD 1 spent on the card?
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You can earn Skywards Miles based on the card type and location found on the table below:



Type of Card Local International
Visa Infinite 3 7
Visa Signature 3 5
Visa Gold Prepaid 1 2


46. If I paid through P.O.S outside Kuwait with KD currency, how many miles I will get?
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Any KD transactions on Internet or POS abroad do not earn miles. Also, any cash withdrawal, locally or abroad, does not earn skywards miles.

You can earn miles by transactions on internet or POS with the travelled country’s currency.
47. How do I activate my Emirates Skywards account?
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Please log in to go to our easy online activation page and get started. When you join online, your account is activated automatically as soon as you complete the enrolment process.

Please note that Miles will be credited in client account regardless registering online
48. When will my Skywards Miles be expired (The collected miles through ABK)?
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Your Skywards Miles are valid for three years from the date your earning activity is completed. Within the calendar year that Skywards Miles are due to expire, they will be removed from your account at the end of the month in which you were born.

Please refer to Emirates, as Miles expiry date is subject due to change by Emirates not ABK
49. With what I can redeem my miles?
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Please visit Emirates website to view Emirates EK rewards and calculate miles
50. When does ABK update the earned Miles with Skywards?
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ABK will update client Miles every Monday night.
51. Do we receive miles for cancelled transactions or block amount?
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In case of cancelled/reversed transactions the credited miles will be debited from client’s EK file
52. Can I transfer my miles to another customer?
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Yes. However, this has to be done via Emirates not ABK.

SecurePay

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53. What is ABK SecurePay?
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ABK SecurePay is a free security service provided in partnership with Visa (Verified by Visa) for both consumers and merchants (participating with Verified by Visa) as an extra layer of protection for your online shopping, which helps protect your ABK Card against unauthorized usage and online fraud. Authenticating your identity and verifying your Visa card during your online shopping, through a unique Password created by you.
54. How does ABK SecurePay work?
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When shopping online at participating merchants, you will be redirected to the ABK SecurePay dedicated page upon checkout, where you will be required to Register and Activate for your ABK card (one time process).
  • Registration: Answering a few personal banking questions to verify your identity
  • Activation: Creating a unique Password and providing Answers for the Security Questions
Once you are successfully Registered and you have set up the Password your ABK SecurePay will be activated, and each time you shop online at participating merchants your unique Password will be required to complete the transaction as your Visa Card cannot be verified without your ABK SecurePay Password.
55. Why should I Activate ABK SecurePay? And will I be able to continue my online shopping without registering and activating the service?
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You can choose not to activate ABK SecurePay initially by clicking the ‘Do not Activate now’ button. However, if Verified by Visa is a mandatory requirement by the merchant then failure to activate ABK SecurePay will result in your transaction being declined by the merchant.

ABK’s SecurePay comes in partnership with Visa and offers you an extra layer of security against unauthorized transactions, by adding an additional Authentication step for online payments. You must Activate SecurePay to benefit from this extra security layer, that protects your card against unauthorized online usage.
56. How do I Activate ABK SecurePay?
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Activation occurs during shopping at participating merchants, where you will be redirected to a dedicated ABK SecurePay page upon Checkout.
  • Registering your card by entering some personal information.
  • Upon completion of the Registration process, the information entered will be validated by ABK immediately.
  • Once verified you will be prompted to Activate your ABK Card by creating a unique Password and setting up the Security Questions
57. What personal information is required to verify my identity and complete the Registration?
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  • Civil ID number
  • Card Expiry Date
  • Name as Printed on the Card
  • Date of Birth
The above information must match what is present on ABK’s systems, in case you face any problems during the Registration process please contact Ahlan Ahli 1899899 for assistance.
58. Can I Activate my ABK SecurePay account before I shop online?
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No, you can only Activate your ABK Visa Card(s) for ABK SecurePay during online shopping at participating merchants, upon checkout.
59. Do I have to Register all my Visa Cards?
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No you are not required to Register all your ABK Visa Cards, only the cards that you prefer to use for you online shopping.

Please Note: Each ABK Visa Card will require a separate Registration and Activation.
60. Can I use the same ABK SecurePay Password for all my ABK Visa Cards?
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Yes you may. You must create a unique ABK SecurePay Password that is between 3-15 characters, which includes at least one number one lower case letter and one upper case letter. However you will be required to Register and Activate each card separately.

We suggest that you create a unique Password that will be easy for you to remember for future online shopping, but difficult for others to guess. Note: Please keep your Password secure and do not share it with anyone
61. What if I need to reset/change my Password or if I have forgotten my Password?
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Just continue your transaction normally and upon check out you will be redirected to the ABK SecurePay window where you can reset/change your password, by clicking on ‘Forgot your Password’ link on the page and follow the instructions.

Always be sure to keep your password safe and never write it down. If you ever suspect that a fraudulent purchase has been made using your Card, contact ABK immediately.
62. Where can I use ABK SecurePay?
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You will only see and use the ABK SecurePay service whilst shopping online with merchants that are participating with Verified by Visa. For More Information on Verified by Visa please click here.
63. What if I shop online with a merchant that is not participating with Verified by Visa?
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If the merchant does not participate with Verified by Visa, the online transaction will proceed as normal, without the need to enter the ABK SecurePay Password. To complete such transaction simply follow the regular Checkout process.
64. Will I have to Register my ABK Visa Card every time I make an online purchase at participating merchants?
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No, as once you have Activated your ABK SecurePay you will not be required to go through Registration again. You will only be required to verify your Visa Card by entering your ABK SecurePay Password prior to payment.
65. My Card is Locked what do I do?
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You have been locked out of the card because you have exceeded the allowed limit for wrong authentications (Password and Secret Question(s) answers).

Your transaction will be declined and you will have to resubmit your order where once you checkout/pay again you will be redirected to the ABK SecurePay Registration Page, and you will have to Re-Register (entering the required personal information) and Re-Activate your card again by creating a new Password.
66. My Card is Inactive what do I do?
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ABK SecurePay has been deactivated for security reasons. The transaction will be declined and you will not be able to transact using ABK SecurePay until you reactivated your account.

You will need to contact the ABK’s Call Centre 1899899 or +965 22442211 for international calls to re-active your ABK SecurePay Account. You will then be required to Re-Register and Re-Activate your card again.
67. What if my registered ABK SecurePay card was replaced?
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If your replacement card has the same Card Number and then your Verified by Visa details will automatically be updated, you don’t have to re-register or re-activate your card.

However if your card was replaced as a lost card and your 16 Digit Card Number was replaced as a fact, then you will be required to re-register or re-activate your ABK SecurePay account linked to that Card.
68. Who do I contact when I face any problems when shopping online using ABK SecurePay?
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For any assistance with the ABK SecurePay service please contact ABK’s Call Centre Ahlan Ahli 1899899 and +965 22442211 for international calls.

Dispute Form

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69. How can i file a dispute to a transaction I found in my account summary?
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If you are disputing a transaction that appeared in your account statement, kindly follow the below steps:
  1. Click on the link Dispute Form.
  2. Print it and fill the details
  3. Sign it and send it to ABKCardsDisputes@abkuwait.com