FAQs – Travelez Plus Visa Prepaid Card 

1. Why have I received the Email/SMS about this re-carding activity?
   • Al Fardan Exchange has recently incorporated the latest security and payment features to the new Travelez Plus card which will provide the best-in-class security for your card and the funds available in it. In lieu of the new enhancements we are required to provide the new card replacing your old card for FREE.
2. Does that mean that my existing card doesn’t have security features currently?
   • Your existing card is already complaint with the latest security features (E.g.: Chip and Pin, strong encryption protocols etc.) as mandated by the Central Bank of the UAE, Scheme etc., however we would like to strengthen your card further with the best-in-class features in order to the offer you with the best of products, services & security meeting the future needs.
3. Till when can I use my existing Travelez Plus card?
   • You can use your Travelez Plus card till 16^th of March 2021 after which your card will automatically be made non-functional i.e., cancelled.
4. Is there a cost to avail my new Travelez Plus card?
   • The new Travelez Plus card will be offered to you for FREE.
5. When should I activate my new card once I receive it from Al Fardan Exchange?
   • You are kindly advised to activate your new card on 16^th of March 2021 onwards.
6. Can I activate and use the card soon after I receive it?
   • You are advised to activate your card from 16^th of March 2021 onwards. If you activate your new card before 16^th of March 2021 the card will get activated however no funds will be available for you to use on your new Travelez Plus card.
7. Will the current mobile application that I use get disabled as well?
   • Yes, the current mobile application will also be automatically disabled on 15th of March 2021.
8. Is there another mobile application that I need to download to manage my new Travelez Plus prepaid card?
   • Yes, you will be required to download the “Travelezplus” mobile application from Playstore/App store.
   • Click here to get the mobile application for Android phones
   • Click here to get the mobile application for Apple Phones
9. What will the new card’s mobile application look like in Android/Apple store?
   • Your new card’s mobile application will look like the below
     
     

10. What will my new card look like?
    • Your new Travelez Plus prepaid card will look like the below (image is only for representation purpose)
      
      

11. What will happen to my balances available in my existing Travelez Plus Card?
    • You card balances will be automatically transferred to your new Travelez Plus card on 16^th of March 2021.
12. How many currency wallets does the new Travelez Plus card have?
    • The new Travelez Plus card that you will be getting for Free will have 13 currencies unlike your existing card which has only 20 currencies.

13. Why is there a change in the number of currencies in my new Travelez Plus card?
    • We have not seen much demand from our customers in the seven currencies that are not part of the new card and hence we will be required to reduce the currencies to thirteen only.
14. Which currencies will be available in the new card?
    • UAE Dirhams (AED), United States Dollar (USD), British Pound (GBP), Euro (EUR), Canadian Dollar (CAD), Australian Dollar (AUD), Japanese Yen (JPY), Hongkong Dollar (HKD), Singaporean Dollar (SGD), Thailand Bhat (THB), Omani Rial (OMR), Bahraini Dinar (BHD), Qatari Rial (QAR) are the thirteen currencies that will be part of the new Travelez Plus prepaid card
15. Which currencies are not available in the new card?
    • Swiss France (CHF), Chinese Yuan (CNY), Indian Rupees (INR), Egyptian Pounds (EGP), Turkish Lira (TRL), Saudi Rial (SAR) and Kuwaiti Dinar (KWD) are the seven currencies that will not be part of the new Travelez Plus Prepaid card.
16. What will happen if the currencies that I have in my existing card happens to be in the new card as well?
    • If the currencies are matching then we will automatically transfer the balance as-it-is from your existing card to the new card on 16^th of March 2021 without any fees/charges.
17. What will happen if the currencies that I have in my existing card happen to not be available in my new card?
    • If the currencies and the respective balance that you hold currently in your existing card are not a part of the new card currencies then that amount we will be automatically converted and loaded to your new card in UAE Dirhams (AED).
18. If I amnot interested ina new card, what should I do?
    • We encourage you to spend the balance available in your existing Travelez Plus card in PoS/ATM/E-commerce channels. In case you wish not to withdraw the balance using the above channel(s), we request that you to kindly visit your nearest Al Fardan Exchange branches to withdraw your funds from the card.
19. What will happen if I don’t collect my new card from Al Fardan Exchange?
    • You existing Travelez Plus prepaid card will be automatically disabled on 16^th of March 2021 (UAE Time) and your funds will be safely held with our escrow account maintained with our Bank.  When you visit the Al Fardan Exchange branch and collect your new card (post a successful KYC check) your funds will be loaded to the new card.
20. What will happen if I don’t activate my new card on 16^th of March onwards?
    • Though your funds will be available in your card for usage, you won’t be able to use your card either in PoS/ATM/E-Commerce channels. You will have to successfully activate your card.  Only upon a successful activation of your new card your new card will be made Active.
21. I’m currently out of UAE and won’t be able to collect my new card from Al Fardan Exchange, what should I do?
    • Your existing Travelez Plus prepaid card will  automatically be disabled on 16^th of March 2021 (UAE Time) and your funds will be safely held with our escrow account maintained with our Bank.  You will have three months (i.e., till 16^th of June 2021) to visit any of Al Fardan Exchange branches to collect your new card (post a successful KYC check) and your funds will be loaded to the new card.
22. I’m currently out of UAE and I’m not sure if I will be able to travel to the UAE in the next three months  to collect my new card from Al Fardan Exchange, what should I do?
    • Your existing Travelez Plus prepaid card will  automatically be disabled on 16^th of March 2021 (UAE Time) and your funds will be safely held with our escrow account maintained with our Bank.  We request that you please contact our Customer Service agents by phone (600547774) or email (support@travelezcard.com) in order to share the wire transfer application.Post receiving the completely filled-in Wire Transfer Application form from you, we shall Wire Transfer (within UAE or cross-border) your funds to your Bank Account.  Please be informed that we will be able to wire transfer the  funds only to your Bank account and NOT to a third-party account.  Al Fardan Exchange shall request necessary documentary proof to establish that you are the rightful owner of the Travelez Plus card and the Bank Account for a successful wire transfer.
23. What if I neither place a request to wire-transfer my funds to my bank account nor  able to travel to the UAE to collect my card?
    • Al Fardan Exchange will never take control of your funds.  Your funds will be safely held in the escrow account held with our Bank.  
24. Will Al Fardan Exchange charge a fee for wire transferring my funds to my bank account?
    • Since we will be required to pay our correspondent Banks to fulfill the money transfer request within UAE or Cross-border, we will be required to pass on a nominal remittance transaction fee (i.e., Commission), and it will depend on the receiving country.  
25. What kind of Know-Your-Customer(KYC) document will I be required to produce to Al Fardan Exchange staff in order to get my new Travelez Plus card?
    • Like your existing card, the new Travelez Plus card will be offered only UAE residents of age 18 & above and who have a valid Emirate ID card (“EID”).
26. Is it necessary to produce my existing card as it is currently not with me?
    • No, you are not required to produce your existing card in order to avail your new Travelez Plus card.  You will be required to provide your mobile number, original Emirates ID for re-verification.  Upon successful verification of the Emirates ID your new Travelez Plus  prepaid card will be issued to you for free.
27. I’m not an existing customer of Travelez Plus prepaid card however my spouse informed that Al Fardan Exchange will provide me with a FREE card, is that correct?
    • No, Al Fardan Exchange will be providing FREE replacement cards only to existing customers who have their Travelez Plus prepaid card starting with 474121.
28. What if my Emirate ID has expired and I visit Al Fardan Exchange branch to collect my new Travelez Plus card?
    •  You will need to visit Al Fardan Exchange branch after you receive your renewed Emirates ID for collecting the new card.
29. Will there be any schedule maintenance expected on 16^th of March 2021 in lieu of automatic balance transfer of funds from my existing Travelez Plus card to the new card?
    • Yes, you are right.  We would like to inform you that from 00:01 hours on 16^th of March 2021 till 12:00 hours on 16^th of March 2021 (12 hours) there will be a scheduled maintainance during which time your funds from your existing card will be automatically transferred to your new card. We will keep you updated if the scheduled maintenance exceeds the time frame mentioned above.
30. I had contacted your customer care for raising a dispute (Charge back) for a transaction that I didn’t perform however got charged to my card.  What will happen to disputes?
    • As our valued customer your existing disputes and new disputes that you would like to raise even after the cancellation of your existing Travelez Plus card, will be handled/managed effectively by Al Fardan Exchange customer care department and the same will be updated via phone/mail within the turn- around time assured to your earlier.
31. Are there any charges that I may incur while transferring my funds from my existing Travelez Plus card to the new card?
    • We will not charge any reload/transfer fee to transfer your funds from your existing Travelez Plus card to your new card.
32. What is Travelez Plus card’s Customer Care phone number and email to contact for disputes/grievances/complaints/ feedback/issue report.
    • Phone: 600547774
    • Email : support@travelezcard.com