Find out why you were locked out of your digital banking and how you can regain access
Activate your blocked banking profile
If your Online or Mobile Banking profile is blocked, here are some possible reasons and what you can do about them:
- You entered a wrong password multiple times
Reset your passwordinstantly.
- You answered your secret question wrongly multiple times
Reset your secret questionsinstantly.
- Your Online/Mobile Banking profile has been compromised and the bank has blocked access for your safety
Call us from your registered mobile numberand verify yourself with your PIN. When prompted, say ‘issue with online/mobile banking' and we'll guide you through the process.
- Your documents with the bank are not up to date
Call usand when prompted, say 'update documents' and we'll let you know what you should do.
If you still need help, call +971 600 54 0000and when prompted, say ‘issue with online/mobile banking' or visit one of our branches and we'll be happy to help. Please bring your passport or Emirates ID for identification.
FAQs
Why was I locked out of my Online and Mobile Banking?
The most common reasons you can be locked out of your digital banking are:
- you entered the wrong password or answers to your secret questions multiple times
- your Online or Mobile Banking profile has been compromised
- your documents with the bank are not updated
For information on what to do about any of these issues, click here.
I’m not sure why I’ve been locked out of my Online and Mobile Banking. How can I find out?
If you attempt to log in to a blocked Online or Mobile Banking profile, information will pop up onscreen stating why your profile has been blocked and how you can unblock it. In addition, when your Online and Mobile Banking profile is blocked because you entered your password or secret question answers incorrectly multiple times, you’ll receive an SMS on your registered mobile numbernotifying you about the block and the reason for it.
If you can't unblock your Online and Mobile banking profile, call +971 600 54 0000 and, when prompted, say ‘issue with Online/Mobile Banking’ or visit your nearest Emirates NBD branch with your passport or Emirates ID for further assistance.
Should I activate my Online and Mobile Banking profile if it was blocked for security reasons?
If your Online and Mobile Banking profile was blocked due to security reasons, please call us on +971 600 54 0000for further assistance. When prompted, say 'issue with online/mobile banking'.
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