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FREQUENTLY ASKED QUESTIONS


MOBILE BANKING

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1. What would I need to have with me in order to register for a new Mobile Banking account?
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Registering a new Mobile Banking account is very simple. However we, at ABK, have taken extra precautions to protect your information and at all times whilst simplifying the process; for your convenience.

Just make sure you have the following details at the time of registration:
  • A valid ATM card and PIN that you wish to open an account for.
  • A valid mobile number registered with us.
2. I got the message Invalid Card or PIN number while I was registering on the Mobile Banking system?
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There could be multiple reasons why this message has appeared for you during the registration process, your ATM card may be inactive or the PIN number you are entering is invalid or the account trying to register is an ABK non-individual account.

For ABK Retail individual accounts, just ensure that you have entered both your ATM card and PIN number correctly.

If the problem persists, please 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.
3. Is there a specific condition I have to take into consideration when creating a password?
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Passwords must meet the following requirements:

  1. Minimum length of 8 characters.
  2. Login Password must contain numbers and alphabets.
  3. Login Password can contain maximum of 2 digits to be repeated in a sequence (111 or aaa is not allowed)
  4. Login Password can contain these special characters !@#$%^&*~-
  5. Please remember that passwords are case sensitive. We recommend you input your password with the 'CAPS' off!
4. I recently forgot my Password, how can I reset it?
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It is very common that passwords may be forgotten. Therefore, you can simply reset your password via navigating to the ‘Trouble signing in?’ screen and selecting 'Forgot User Name / Login Password' option.
5. I used the ATM card and PIN in 'Forgot User Name / Login Password' option and I got invalid card / PIN error message?
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Make sure that your card is active and delivered and used at least once in an ABK ATM machine. If the problem persists, please contact us at Ahlan Ahli 1 899 899 or +965 2 2442 211 for International calls and our Call Center agents will be more than happy to assist you.
6. My user is disabled, how can I reactivate it?
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Your user might be disabled due to entering the password or security question incorrectly 3 times consecutively. Depending on the incorrect entries, you can simply enable your user by clicking on 'Forgot User Name/ Login Password' under ‘Trouble signing in?’ option and complete the reset process or clicking ‘Forgot Security Questions’ under ‘Trouble signing in?’ option and complete the reset process.
7. I forgot the answers to my security questions, what should I do?
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You can simply reset your security question by clicking ‘Forgot Security Questions’ under ‘Trouble signing in?’ option and complete the reset process.
8. I forgot my Login User ID, what should I do?
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You can simply view your Login User ID by following the ‘Forgot User Name / Login Password’ steps under ‘Trouble signing in?’ option. Your Login User ID will be displayed on the final step of the password reset process.
9. What do I need to get access to transfers option in Mobile Banking?
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Access to this option can be obtained once you read and accept the Terms and Conditions and click on Accept.
10. What is the maximum period for Accounts and Credit Card statements that I can view through Mobile Banking?
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You can view account statements dating back to the day account was opened and up to 5 years of Credit Card and Loans statements through Online Banking. However, you can always visit the nearest branch to get Accounts and Credit Cards statements that are greater than the mentioned period.
11. What is a Beneficiary?
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When transferring funds, you would typically transfer from one of your ABK accounts to another account that could be another account at ABK, a Local account, or an International account. The recipient account is called a Beneficiary account.

In order for you to conduct online transfers, you will first need to create and activate a Beneficiary.
12. Is there a limit to the number of Beneficiaries I can create?
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There is no limit for the number of Beneficiaries you can create. However, we suggest that you label them distinctively to avoid confusing multiple benefactors with each other.
13. How can I create and activate my recently added Beneficiaries?
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To create a new Beneficiary, simply click on the 'Add Beneficiary' option under the 'My Beneficiaries' menu.

Please ensure you enter all the marked fields with the Beneficiary details and select the correct bank branch (this can be selected correctly by using the BIC / Clearing Code).

In the last screen, the system will ask you for a one-time password (OTP) that will be sent to your registered mobile number via SMS message. Enter in the digits in the OTP field to activate the beneficiary.

In the events that you did not receive the SMS message, contact our Ahlan Ahli Customer Service at 1899899 or +965 22442211 for international calls and request to update your information.
14. Is there a limit to the amount or number of transfers I can conduct through the Mobile Banking system?
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Yes there are limits that are shared between Online Banking and Mobile banking systems.

The limits per transfer type are as follows:
  • Own Accounts Transactions (Transfer between your accounts and Credit Card payment):
    • Daily limit : KD 15,000
    • Monthly limit : KD 30,000
  • Third Party Accounts Transactions (Local, International, to another ABK account transfers) :
    • Daily limit : KD 3,000
    • Monthly limit : KD 8,000
  • Mobile Payments and iTunes cards :
    • Daily limit : KD 100
    • Monthly limit : KD 200

You may request to increase your limit to the following schema:
  • Own Accounts Transactions (Transfer between your accounts and Credit Card payment):
    • Daily limit : KD 30,000
    • Monthly limit : KD 60,000
  • Third Party Accounts Transactions (Local, International, to another ABK account transfers) :
    • Daily limit : KD 8,000
    • Monthly limit : KD 20,000
  • Mobile Payments and iTunes cards :
    • Daily limit : KD 400
    • Monthly limit : KD 1,000
You can request to increase your limit by sending us a secure mail from Mobile Banking after login.
15. I got a message stating that I have exceeded my limit while using the Mobile Banking transfer option?
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That means you have reached your daily/monthly Mobile Banking transfer limit and you may need to increase that limit, should you need to complete that transfer within the same day/month. You can simply increase your monthly limit by sending us a Limit Increase request through the Online Banking or Mobile Banking Secure Mail option detailing the schema you would want to increase to.

Please note that the current schema is as follows:
  • Own Accounts Transactions (Transfer between your accounts and Credit Card payment):
    • Daily limit : KD 15,000
    • Monthly limit : KD 30,000
  • Third Party Accounts Transactions (Local, International, to another ABK account transfers) :
    • Daily limit : KD 3,000
    • Monthly limit : KD 8,000
  • Mobile Payments and iTunes cards :
    • Daily limit : KD 100
    • Monthly limit : KD 200

You may request to increase your limit to the following schema:
  • Own Accounts Transactions (Transfer between your accounts and Credit Card payment):
    • Daily limit : KD 30,000
    • Monthly limit : KD 60,000
  • Third Party Accounts Transactions (Local, International, to another ABK account transfers) :
    • Daily limit : KD 8,000
    • Monthly limit : KD 20,000
  • Mobile Payments and iTunes cards :
    • Daily limit : KD 400
    • Monthly limit : KD 1,000
16. Are there any Transfer charges for Mobile Banking transfers?
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ABK has no charges for any kind of transfer.

Please note that upon selecting Correspondent Charges as 'Our' then ABK will charge an additional amount based on the Correspondent Bank’s request and Charge amount from your account.
17. Can I make an International fund transfer with KWD currency?
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We highly recommend that you set the Transfer Currency of the International Transfer to match the destination country.

Please note that if the above requirement is not met then the Transfer request may be cancelled.
18. How can I change my password?
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After logging in to your Mobile Banking account, navigate to My Profile menu and select ‘Change Password’ option. Once there, you must enter your old password and choose a new password with the specifications mentioned below:
  1. Minimum length of 8 characters.
  2. Login Password must contain numbers and alphabets.
  3. Login Password can contain maximum of 2 digits to be repeated in a sequence (111 or aaa is not allowed)
  4. Login Password can contain these special characters !@#$%^&*~-
  5. Please remember that passwords are case sensitive. We recommend you input your password with the 'CAPS' off!
19. Can I login with another user ID on my phone?
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Yes it is possible. Online Banking and Mobile Banking will have the same credentials. So, you can login from any mobile device that has the ABK Mobile Banking app installed.
20. How to enable the Touch ID feature on my device?
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When logging in first time on your device, the app checks if your device supports Touch ID feature and will pop-up asking you if you like to activate Login via Touch ID.

If you would like to activate it anytime later, you can go to ‘My Profile’ menu and select ‘Manage Touch ID’.