FAQ

Experience New LuLu Money App,More convenience and power to you

  • Why does the APP look different? Is this a new look and feel?

    As a company and as a community, we are always adapting and innovating to build a brighter future. Our primary intention is to provide enhanced customer experience. This change is part of that journey. As we evolve our service and enter a new phase in our journey, we want to provide you the best and most convenient money transfer experience.
  • Can I trust this APP?

    Your safety is our top priority. If you have any concerns and want to check that it’s really LuLu Exchange you’re communicating with, feel free to connect with our support team @ 600 522 204 or email us at customercare@ae.luluexchange.com

All About LuLu Money

  • Who we are?

    LuLu Money is an Online platform for remittance and payments by LuLu Exchange, that allows customers to make domestic and cross border transactions anytime, anywhere.LuLu Money promises you competitive exchange rates, quick processing, enhanced security and a friendly customer experience team. Find our mobile app – LuLu Money in the App store and Google play store and download the app to experience our exceptional services at your fingertip. You can also visit our website www.lulumoney.com to know more about our services.
  • Is LuLu Exchange and LuLu Money the same ?

    Yes. LuLu Money is the digital platform provided by LuLu Exchange. LuLu Money mobile app offers extensive financial services online. At the same time you can use the same financial services at LuLu exchange houses also.
  • Why should I use LuLu Money?

    • Powered by most trusted LuLu Financial group, having over 10 years of experience in payment and financial services.
    • 50+ correspondent banking partners in more than 30 countries across the globe
    • Great exchange rates and offers
    • Round the clock customer support team
    • Most safe and secure platform offers high degree of user data security
    • Stay updated Push, Email and SMS notification
    • Build with intuitive user interface

General Queries

  • How can I download the mobile app?

    Go to App Store or Google Play Store and search for LuLu Money
  • What is a Promo Code? How do I use it?

    LuLu Money provides various discounts and promotional offers. The code can be used to avail the discount. Enter the code in the ‘Promo Code’ field to avail the benefits.
  • What if my promo code is not working?

    Promo code usually has an expiry period, the duration of which is decided by LuLu Money. In most cases, the promo code has either expired or no longer valid; you will get an error message. For further assistance contact our customer experience team.
  • What do I do if I lose/forget my PIN?

    • Click on “Forgot PIN” in the login page
    • Enter your registered Mobile number
    • OTP will be issued to your registered mobile number
    • Enter the OTP and Click on submit
    You can enter and save a PIN of your choice. Please note PIN 4 digits. Use biometric for a more secure login
  • How can I change my PIN?

    • Login to your account
    • Go to more Menu
    • Click on Change PINr
    • Enter old PIN and new PIN
    • Click on Save
  • How do I set a rate alert?

    Exchange rates are volatile and change several times in a day. Rate alert helps to keep you updated when the rate reaches your expected amount. Click the ‘Set Alert’ button in the rate calculator to set the preferred exchange rate. Enter your Name, Email ID, Mobile number and preferred rate. Set alert type as Email/SMS/Push Notification and click on ‘Set Alert’. An Email/SMS/Push Notification will be triggered once the exchange rate touches the preferred rate set by you.
  • What are your security measures?

    LuLu Money ensures strict SSL over TLS 1.2 and follows HSTS protocol with Sectigo certified CA. We use OAuth 2.0 API authentication for the secure communication between your device and our system. Our certified security specialists work round the clock to ensure your safety and peace of mind.
  • How can I locate the nearest branch?

    Check out our branch locator. Share your location to locate a branch closest to you. You can also use the navigation button to locate our local or global branches.

How to Onboard in LuLuMoney Application?

  • What is the Eligibility to use LuLu Money Application?

    Any individual above the age of 21 and resident of UAE can use this application.
  • How does LuLu Money service work?

    Money transfers on LuLu Money works in four simple steps:
    • Register for the service: Use your email, mobile number and Emirates ID to create an account
    • Complete KYC.
    • Choose/Add recipient. You may send up to 2500 AED to new recipients immediately
    • The limit will be increased after 24 hours of adding a new recipient.
    • Select your preferred payment method from the options available in the application
    • Complete your transfer by making the payment
  • Should I register to use the services?

    All users need to register and complete KYC to use various services of LuLu Money.

    New to LuLu Exchange Customers:

    • Click on the Sign-Up button
    • Register using email ID, mobile number and Emirates ID. OTP verification is required
    • Visit nearest LuLu Exchange branch with valid original Emirates ID to complete KYC
    • An email with your Customer Number will be sent to the registered email address

    Existing LuLu Exchange (branch) Customers:

    • Click on the Sign-Up button
    • Register using email ID, mobile number and Emirates ID. OTP verification is required
    • If your KYC is complete you will be asked to set PIN for login
    • In case we are unable to find your account with us or if the Emirates ID on file has expired, The customer has to visit nearest LuLu Exchange branch with original Emirates ID to update KYC
    • An email with your Customer Number will be sent to the registered email address
  • Which identification document is used to verify my identity?

    Only a valid Emirates ID can be used to verify your identity. Please carry your original ID for KYC verification purposes.
  • What does the activation/enabling of the account mean? Why is it mandatory?

    To ensure security of your account, we need to know who you are and we activate your account only once your KYC (Know Your Customer) and AML (Anti Money Laundering) requirement checks are met.

    Activation Process for New to LuLu Exchange customers:

    After registering on LuLu Money, Please walk into any LuLu Exchange branch with a valid Emirates ID. It will take just 2 minutes for our branch staff to verify your ID. Your account will then be instantly activated for transactions.

    Activation Process for Existing LuLu Exchange branch customers:

    After registering on LuLu Money, if you get a message to complete your KYC, you are required to walk into any LuLu Exchange branch with your Emirates ID for your KYC verification. Customers whose KYC is already completed & is active, do not need to do this step and can directly use the online service.

    After providing the required details your account will be activated for online transactions.

  • How do I get my customer number?

    The Customer number will be sent to your registered email ID after you complete the registration. You can contact our customer care team to get your customer number. After login, The customer number can be viewed in your Profile page
  • How EKYC works in UAE using UAEPass?

    Click on Sign up button

    Enter and verify your email ID and Mobile No. with OTP

    Enter your Emirates ID

    Choose the option Start my eKYC

    Read and accept our Terms and Conditions and click on Continue with UAE PASS.

    You will be redirected to the UAE PASS application installed in your mobile

    Enable the consent to share the information and then click on the Allow Document Sharing option

    You will be redirected back to the LuLu Money application and ask to fill the additional data.

    Our system will verify your details and enable your account if approved

    You may also enable your Lulu Money account by visiting the nearest Lulu Exchange branch with a valid approved ID

    How EKYC works in UAE using UAEPass?

  • How ReKYC works in UAE ?

    Login to the application

    Click on KYC Yellow banner on the Dashboard /Homepage

    Enter your ID details

    Enter your Emirates ID

    Choose the option Start my eKYC

    Read and accept our Terms and Conditions and click on Continue with UAE PASS.

    You will be redirected to the UAE PASS application installed in your mobile

    Enable the consent to share the information and then click on the Allow Document Sharing option

    You will be redirected back to the LuLu Money application and ask to fill the additional data.

    Our system will verify your details and enable your account if approved

    You may also enable your Lulu Money account by visiting the nearest Lulu Exchange branch with a valid approved ID

Our Services

  • What are the money transfer options available for the customer?

    Money Transfer to Bank/ Account credit:

    Money can be sent directly to the recipient’s bank account. We have a direct correspondent banking relationship with over 50 banks globally. We are also members within the SWIFT and RIPPLE network allowing you to send money directly to recipient bank accounts, almost anywhere across the globe.

    Cash Pickup:

    In case your recipient does not have a bank account or you wish to send money then use the Cash Pickup service. LuLu Exchange has partnered with almost all global Cash Pickup leaders to offer uninterrupted services for the customer. The customer has to check for the service available in your country and send cash instantly to any of the agent payout locations. The Recipient can collect the money on presenting a valid (original) photo ID and the service provider's reference number (usually 10 or 16 digits) from the payout location.

    Cash Pickup at bank:

    LuLu Exchange has tie-ups with major banks to enable your recipient to collect cash at any of the bank locations. Recipient does not require an account with the bank, however, the recipient must come with a valid (original) photo ID and the transaction reference number to collect cash.

    Mobile Money Transfer:

    Send money to popular money transfer wallets such as MPESA, UGANDA, BCASH etc., instantly. All you need is the recipient’s registered mobile number with the wallet.

    LuLu Wallet Transfer:

    LuLu Exchange is a Licensed wallet service provider in the Philippines. Send money directly to your own or your recipients LuLu Wallet instantly at best exchange rate and low fees.
  • Where can I send money to?

    LuLu Money allows you to transfer money to more than 190 countries. You can choose a destination country while adding the Recipient on the send money page. The available receiving options (e.g. bank transfer, cash pickup, mobile money transfer etc.,) vary depending on the country you are sending to.
  • What is anywhere payout?

    Anywhere payout is a unique feature where senders need not specify the agent collection location. Instead the recipient can collect cash from any of the service provider’s agent locations by presenting the reference number and valid photo ID card. This facility is available in most of the countries powered by service providers.
  • How much money can I send online?

    We have set some limits on the amount of money you can send from your account to ensure safety of your account. Please note the same below -
    • Per transaction limit - AED 150,000
    • Maximum number of transactions allowed to the same recipient in a day is 2.
    • Maximum monthly transaction limit- AED 500,000
  • What are charges for sending money online using LuLu Money?

    LuLu Exchange charges a minimal transaction fee depending on the receiving country and selected payout service. You may check the tips in the calculator section to know more about the fees.
  • How to contact the customer care team If I had any problem?

    Feel free to write to us on customercare@ae.luluexchange.com or call us on +971 600 522 204

All About LuLu Money Card

  • What is a LuLu Money Card?

    Lulu Exchange’s enhancement & transformation in its salary disbursement process by creating a program providing LuLu Money Salary card for each MyPay customer where the salary is getting credited with a default association of a card powered by Mercury. Having the salary card available for customers in his handhelds (Lulu Money App) eases customers to manage the balances, digital spends directly from the app avoiding the need of roaming around the ATMs for withdrawals for his remittances, payments & topups.
  • How to check the LuLu Money Card balance?

    • Select the “LuLu Money Cards“ option from the Home page or from the”My Cards” option in the “More“ menu or from the Quick access section upon adding a card under customer account.
    • In the My card page, You will be able to see your Virtual Card in the top section with the Available balance.
  • How to access My Cards page?

    Select the “LuLu Money Cards“ option from the Home page or from the”My Cards” option in the “More“ menu or from the Quick access section upon adding a card under customer account.
  • How to activate LuLu Money Card ?

    The user can activate the card in 3 ways:
    • OTP Verification
    • IVR Activation
    • Customer Support

    Activate LuLu Money Card using OTP Verification

    • Select the “Activate Card” option in the My card page
    • Enter the Card Details
    • Select “OTP Verification” option from the Activation menu listing
    • Enter OTP sent to the registered customer mobile number
    • Upon successfully entering the OTP, your Card will be activated and you are now ready to use all the LuLu Salary Card Features.

    Activate LuLu Money Card - IVR Activation

    • Select the “Activate Card” option in the My card page.
    • Enter the Card Details.
    • Select “IVR Activation” option from the Activation menu listing
    • In the resulting popup, select the “Connect IVR” button.
    • Then give device permissions by selecting the “Allow” option from the resulting dialogue box.
    • Upon granting permission, you will be connected with an automatic Phone system via call.
    • Give required information by answering/ selecting the choices.
    • On successfully completing the call ,the card will be activated successfully on opening the app next time.
    • If the activation call becomes unsuccessful, it shows activation pending status in the home page.
    • If any of the permission denied will redirect back to the Activate card page.

    Activate LuLu Money Card by Connecting with Customer Support Team

    • Select the “Activate Card” option in the My card page
    • Enter the Card Details
    • Select “Customer Support” option from the Activation menu listing
    • In the resulting popup, select “Contact Customer care for activation” button
    • Then give device permissions by selecting the “Allow” option from the resulting dialogue box.
    • Upon granting permission, you will be dialed to a number
    • On successfully completing the call ,the card will be activated successfully on opening the app next time.
    • On completing the call and if it become unsuccessful, it shows activation pending in the home page
    • If any of the permission denied will redirect back to the Activate card page
  • How to lock the LuLu Money Card?

    • Open My cards Page
    • Select “Lock Card” option from the menu list
    • In the resulting popup, select “Lock” option
    • Complete the OTP verification
    • A Locked successfully popup will display if the OTP validated successfully.
    • To use the card normally, the customer must unlock the card.
  • How to unlock the LuLu Money Card?

    • Open My cards Page
    • Select “Activate Card” option from the menu list
    • On the next page, a popup will appear.
    • In the popup, select the “Unlock” button
    • Complete the OTP verification
  • How to change or reset the card Pin?

    • Open My cards Page
    • Select “Change/Set Card PIN” option from the menu list
    • In the resulting screen, enter the requested card details
    • Complete the OTP verification by entering the OTP sent to the registered customer mobile number
    • On successfully validating the OTP, enter the new card pin number.
    • In the next screen, confirm the new card pin by entering the Pin number again.
    • Upon submission, your new pin will be set successfully.
  • How to block the card?

    • Open My cards Page
    • Select “Block& Replace Card” option from the menu list
    • In the resulting popup, select “Block” option
    • Then in the next screen, select the reason from blocking the card
    • Complete the OTP verification
    • A success message popup will display if the OTP validated successfully.
    • This popup will have 2 options - “Replace Card” and “Go to My cards”. The user have to select the “Replace Card” option to submit a replacement request
  • How to replace the card and Track the Replacement Request?

    The replace card feature allows the user to submit the Card replacement request. Upon submitting the request, the new card will be sent to the given customer location. The steps to be followed for the replacing card are as follows:
    • Open My cards Page
    • Select the “Replace Card” option. The Replace Card option will only be available if the card has been blocked.
    • In the resulting popup select the “Replace Card” button
    • Complete the OTP verification
    • User can select the “Current Address” option, so that the card will be sent to the address mapped under his account
    • Or else the “New Address” option can be selected to enter the new address
    • After entering/selecting the address, select the “Proceed” button.
    • In the next screen, the success popup will be displayed
    • A replacement Card charge will be deducted from the customer account to process the replacement request.

    Track the replacement request

    • Select the “Track Status” option. The Track option will only be available if the card replacement request is submitted.
    • In the track status page, the user can view the replacement request status
  • How to set card usage or transaction limits?

    • Open My cards Page
    • Select the “Set Card Usage/Limits” option
    • In the resulting screen, customer can set to a new limit by selecting the toggle button of the particular payment category
    • On selection, the popup to enter the new limit will be open and the current limit will be displayed.
    • The user can choose to set Daily, Weekly and Monthly limits from the top header menu.
    • After updating the limit, the customer has to select the “Update Limit and Controls” button to save the new limit.
    • Next step is to complete the OTP verification.
    • On successfully validating the OTP, the change will be saved under his customer limit and the customer will be allowed to make the transaction as per the limit set.
    • The customer can turn off the transaction limit set by the customer by turning off the toggle button.
    • In that case, the default limit set by the LuLu Money Card will be applied to the customer.
  • How to check the transaction history in the LuLu Money app?

    • Open My cards Page
    • Select the “Transaction History” option Or by selecting the “View All” option in the Card Transactions section.
    • On selecting this option, it will open up the transaction listing page.
    • The user can view all the transactions that happened on the current day in that section.
    • The user can apply below filter to view the filtered transaction list
      • Current Day
      • Current Week
      • Current Month
      • Custom period - Customer has to enter the From Date and To Date
      • All Transactions
      • POS Transactions
      • ATM Transactions
      • Credit Transaction
  • How to open the transaction receipt?

    The user can view the transaction details on taping the transaction in the transaction history page. The customer can download this
  • How to download the transaction statement?

    • Open My cards Page
    • Select the “Transaction History” option Or by selecting the “View All” option in the Card Transactions section.
    • On selecting this option, it will open up the transaction listing page.
    • Select the “Get Statement” option from the transaction listing page
    • In the resulting page, select the transaction period. The customer can either select a standard period (Last Month, Last 1 Month, Last 6 Months, Last 12 Months) or select the custom period by entering the From date and To Date.
    • On submission, a popup will be displayed
    • Select the “Proceed” button in the popup
    • The statement will be displayed in the screen
    • The customer can download and share the statement in PDF format by selecting the “Download PDF” or “Share PDF “ option respectively.
    • The Last Month or 1 month statement can be downloaded for free of charge. A charge is applicable if it is more than 1 month duration statement.
  • How to raise a dispute about a transaction?

    The customer can report issues about a transaction using the Raise Dispute feature in the LuLu Money app. The steps to report the issue are:
    • Open My cards Page
    • Select the “Transaction History” option Or by selecting the “View All” option in the Card Transactions section.
    • On selecting this option, it will open up the transaction listing page.
    • In the transaction listing page, tap on the transaction that needs to be reported
    • It will open up the transaction details page, where select the “Raise Dispute” option
    • Then a popup will be open to select the reason and to enter comments about the disputed transaction.
    • On submission another popup will be open, where select “I Agree” button
    • Upon submission, a confirmation popup will be displayed .
  • How to generate and view the cash withdrawal token?

    Generate Token
    • Open My cards Page
    • Select the “Generate Cash Withdrawal Token” option
    • The token will be generated successfully
    View Token
    • Open My cards Page
    • Select the “Generate Cash Withdrawal Token” option
    • In the resulting popup, select the “View Token” option
    • In the resulting screen, you will be able to see the Active token number under his account.
  • How to do Bank transfer / send to bank account transaction from My Card Page?

    • Open My cards Page
    • Select the “Send to Bank Account” option
    • Select the receiving country
    • Select the existing beneficiary or add a new beneficiary
    • Enter the amount to be transferred and select the “Send Now” button
    • Select the “Purpose” and “source “ from the drop down menu
    • Accept the T &C and select the “Total to Pay” button
    • Customer will be asked to confirm the Debit Account Details, Select the “Confirm” button
    • Enter the LuLu Money Pin
    • Complete the OTP verification
    • In the next Page, enter the LuLu Money Card Pin
    • The transaction will be completed and the transaction status page will be displayed.
  • How to do Cash pickup Transaction from My Card Page?

    • Open My cards Page
    • Select the “Cashpickup” option
    • Select the Select service provider from the list
    • Select the receiving country
    • Select the existing beneficiary or add a new beneficiary
    • Enter the amount to be transferred and select the “Send Now” button
    • Select the “Purpose” and “source “ from the drop down menu
    • Accept the T &C and select the “Total to Pay” button
    • Customer will be asked to confirm the Debit Account Details, Select the “Confirm” button
    • Enter the LuLu Money Pin
    • Complete the OTP verification
    • In the next Page, enter the LuLu Money Card Pin
    • The transaction will be completed and the transaction status page will be displayed
  • How to do Bank transfer / send to bank account transaction from Home Page?

    • Open LuLu Money App
    • Select the “Send to Bank Account” option from the Home page
    • Select the receiving country
    • Select the existing beneficiary or add a new beneficiary
    • Enter the amount to be transferred and select the “Send Now” button
    • Select Payment method
    • Select the “Purpose” and “source “ from the drop down menu
    • Accept the T &C and select the “Total to Pay” button
    • Customer will be asked to confirm the Debit Account Details, Select the “Confirm” button
    • Enter the LuLu Money Pin
    • Complete the OTP verification
    • In the next Page, enter the LuLu Money Card Pin
    • The transaction will be completed and the transaction status page will be displayed
  • How to do cash pickup transaction from Home Page?

    • Open LuLu Money App
    • Select the “Cash pickup” option from the Home page
    • Select the Select service provider from the list
    • Select the receiving country
    • Select the existing beneficiary or add a new beneficiary
    • Enter the amount to be transferred and select the “Send Now” button
    • Select Payment method
    • Select the “Purpose” and “source “ from the drop down menu
    • Accept the T &C and select the “Total to Pay” button
    • Customer will be asked to confirm the Debit Account Details, Select the “Confirm” button
    • Enter the LuLu Money Pin
    • Complete the OTP verification
    • In the next Page, enter the LuLu Money Card Pin
    • The transaction will be completed and the transaction status page will be displayed

Know More About Recipient

  • Who is a Recipient? How to add a Recipient?

    A Recipient or beneficiary is an individual to whom you initiated the money transfer/payment and is eligible to collect the funds transferred. A recipient can be your parents, spouse, relative, friend, etc. You can also be a self-recipient when you send money to your own bank account or wallet.

    Please note- A recipient cannot be a corporate organization or Charitable Institutions.

    Procedure to add a Recipient

    • Login to your account and click on recipients-> Add recipients
    • Click on add self if you are sending money to your own account or Click on add someone else
    • Choose country and service type and fill in all required information
    • For account credit, mandatory information such as Account number, IBAN, Routing no, BSB number, Sort code, Institution number, SWIFT code etc., will be required as per the country you are sending money to
    • For Mobile Money Transfer and LuLu Wallet Transfer, valid and registered mobile number is mandatory

    Alternate Options to add recipient

    • 1. Post login choose recipient from the footer and then click Add recipient
    • 2. From More menu, choose my recipients and then click Add recipient
    • 3. While initiating a transaction, Step 2- choose recipient page, click Add recipient
  • How Can I view, edit or disable a Recipient?

    To view, edit or disable a Recipient
    • Login to your account
    • Click on ‘My Recipients
    • Click on the recipient from the list to view more details
    • Under view recipient details, click on edit or disable Icon as required
  • What if I do not have all the details of recipient bank details?

    Some details are mandatory to proceed the transactions. Missing details in the mandatory field can lead to transaction rejection. You have to fill all details carefully to avoid any inconvenience

All About LuLu Money Payments

  • What are the payment options available?

    LuLu Exchange provides following payment options:
    • Net Banking
    • Wire Transfer
    • Pay@Branch
    • Lulu Salary Debit Card
    • Debit Card - VISA
    • Master Card
    • Online Bank Transfer
  • How does Net banking in LuLu Money work?

    Instant payments are made using the UAE Central Bank’s payment gateway system without any additional cost for the customer, steps are listed below
    • Login to LuLu Money Mobile app and initiate the transfer to your Recipient
    • Choose the payment option as Net Banking
    • Select your bank from the list and click Continue
    • On confirming the transaction, you will be redirected to the Central Bank Payment Gateway page, accepting the terms and condition. To do this, click on the check box that appears on the screen or towards the left-hand corner and scroll right to click on submit.
    • On submission, you will be taken to your bank's login page. Enter your online banking credentials and approve the transactions to transfer the money
    • On a successful payment, you will be redirected back to LuLu Money transaction receipt page. A copy of your receipt will also be sent via email to your registered email address
    In case your payment was unsuccessful-
    • You will be redirected to transaction fail page
    • We will try to reconnect with Central Bank’s Payment gateway once again on the payment status and update you if the attempt was successful. This is done usually within 1 hour
    • Before attempting a second time, you have to check if the amount has been debited from your bank account.
    • Wait for a status update from LuLu Money Team or contact your bank for refund
  • How does Wire Transfer work?

    Transfer funds from your bank account to LuLu Exchange’s local bank account within 4 hours using the Wire Transfer

    Step 1-

    • Login to Mobile app and book the transfer to your recipient
    • Choose the payment option as Wire Transfer
    • On the transaction confirmation screen, you will be shown a list of LuLu Exchange bank accounts to which you can transfer money
    • On the transaction confirmation screen, we will display the LuLu Exchange bank account towards which you may transfer the payment funds. Note down the details of the bank account
    • Complete your transfer and make a note of your transaction reference number given on the receipt
    • Complete step 2

    Step 2-

    • Login to your local UAE bank's internet banking account
    • Add LuLu International Exchange LLC as a recipient (using the account details that we have provided). This is a one-time process
    • Save the recipient and transfer funds to the LuLu Exchange local bank account
    • Please ensure that the amount transferred matches the Total Payable amount in our receipt
    • Make a note of your bank reference number for the payment made. You can locate this on your bank’s transfer receipt screen. Keeping a screenshot or copy of your bank’s payment receipt is recommended
    • Go back to LuLu MoneyAPP and insert your bank reference number in the field provided. This will help us track your payment
  • How does Pay@Branch work?

    Book your LuLu Money transaction using the mobile APP and pay via cash within 4 hours at a LuLu Exchange branch nearest to you

    Step 1-

    • Login to Mobile app and book the transfer to your recipient
    • Choose the payment option as Pay@Branch
    • Complete your transfer and make a note of your token reference number given on the receipt
    • Complete step 2

    Step 2-

    • Visit the nearest LuLu Exchange branch
    • Share the token reference number to branch support staff
    • Pay the cash equivalent to the Total Payable amount
    • Our staff will authorize the transaction and share you a receipt copy
    • A copy of the receipt will be email to you
    Please note that the payment must be made within 4 hours to avoid cancellation.
  • How does Salary Debit Card work?

    Make instant payments using your My Pay My Card or other Ratibi salary card at no additional cost
    • Login to LuLu Money Mobile app and initiate the transfer to your Recipient
    • Choose the payment option as Salary Debit Card
    • On confirming the transaction, you will be redirected to the Payment Gateway page
    • Enter your salary card number and confirm the payment
    • You may be redirected to a 3D secure page. Enter the OTP you have received on your registered mobile number
    • On a successful payment, you will be redirected back to LuLu Money transaction receipt page. A copy of your receipt will also be sent via email to your registered email address
  • What should I do if an amount has been debited from my account but my transaction status shows failure?

    We will try to reconnect with Central Bank’s Payment gateway once again on the payment status and update you if the attempt was successful. This is done usually within 1 hour.
    • In most cases, the transaction would be unsuccessful. Your bank will refund the amount back to your account.
    • In case of any delays in the refund, please check with your bank’s customer service or cash management team.
    • Before attempting a second time, please recheck if the amount has been debited from your bank account. And wait for a status update from our end or contact your bank for refund
  • How much time does it take to transfer funds using Wire Transfer?

    The transfer should be done within 4 hours after completing the transaction on LuLu Money. If BRN is not updated within 4 hours of booking the transaction, the transaction will be cancelled
  • How soon should I visit the LuLu Exchange branch in order to complete the transfer for payment option Pay@Branch?

    The payment must be made within 4 hours after completing the transaction on LuLu Money
  • Why was my bank not available in the net banking bank list?

    If you don’t find your local payment bank, then it’s probably because your bank does not participate in UAE Central Bank’s Payment gateway system
  • How to transfer money using Online Bank Transfer?

    Transfer funds from your bank account to LuLu Exchange’s local bank account with Online Bank based in-app payment initiation and complete online bank transfer payment.

    Steps to link bank account-

    • Login to Mobile app and select more menu
    • Choose the option “Link My Bank Account”
    • In the resulting screen, select the “Add Account” option and choose your bank name from the bank list
    • In the next screen, select “Set up Payments” and you will be able to see your account details linked with the bank. Select “Agree & Continue”
    • This will lead to the bank login screen
    • Upon login, the bank account will be successfully linked within the LuLu money app.

    Steps to complete the online bank transfer-

    • From the home page book the transfer to your recipient
    • Choose the payment option as “Online Bank Transfer”
    • From the next screen, select the linked bank and bank account and Complete your transfer.
    • On the next screen confirm the payment and the transaction will be successful. By this time, the amount will be credited to the LuLu Exchange account and we will transfer the amount to your recipient.

    How to transfer money using Online Bank Payment?

How Transaction Works?

  • Where can I locate the transaction reference number or service providers reference number?

    You can use the reference number mentioned in the transaction receipt within the mobile app or the transaction receipt sent to your registered email address. It is a 16 digit unique transaction reference number. Cash Pickup service provider reference number will be as per the service selected. This is usually 16 digits and will be highlighted in Blue.
  • How to track the status of my transaction?

    Use the transaction tracker tool available in the app menu to check the status of the transaction. Details can be retrieved using transaction reference number.
  • How long does it take to receive money?

    At LuLu Money, Fast processing of your transfers is our commitment. We disperse the money as soon as possible with every intention of an early credit. Most of the transfers are credited within not more than 30 minutes (Based on the receiving country). It depends mostly on the country, delivery option and mode of payment selected.

    Please note there are few other factors that may affect the process, such as-

    • Delay in receiving payment from your payment bank
    • Recipient bank holidays/national holidays/difference in time zone/delivery hours
    • Additional information request to meet requirements of regulatory body or your financial institution or your recipient bank
    • Payment networks processing hours
    • Erroneous recipient details
  • Will I get a confirmation from LuLu Exchange when my transfer is successful?

    You will receive a SMS confirmation when the amount is successfully credited to the Recipient. In case you do not get the SMS, please visit any of the LuLu Exchange branches and update the mobile number. You can also call our customer service team and make sure that we have the correct mobile number in our records.
  • Can I cancel a transaction?

    Yes, you can. To cancel a transaction, send an email to customer service from your registered email address. You may also visit the nearest LuLu Exchange Branch and request for a cancellation. Transaction can be canceled only if the amount has not been credited to Recipient.

    Cancellation policy will operate owing to requests made and the sole discretion of transaction cancellation rests with LuLu Money. Cancellation charges and rate adjustment may also apply for any cancellations.

Know More About Foreign Exchange

  • What is an Foreign exchange rate?

    Different countries have their own currency. In any money transfer or foreign exchange transaction, there is a domestic currency and a foreign currency which will have different values. The difference between these two rates will have an impact on the money you send or receive.
  • Where do I find the Foreign exchange rate?

    Please click on the foreign exchange service and can refer to our exchange rate calculator
  • Are the exchange rates different?

    Yes, exchange rates vary as per the service type. Foreign exchange currency buy and sells differ from each other; and are completely different from remittance exchange rates. Rates also update dynamically every few minutes.
  • What does buy and sell currency mean?

    Buy Foreign exchange-

    If you, as a customer, would like to Buy a foreign currency in exchange for a local (or domestic) currency, then it is called buying foreign currency. Example if you are located in the UAE you would like to exchange UAE Dirhams for US Dollars, then you will be buying foreign currency (USD) in exchange for local currency (AED). In this case refer to the Buy Exchange Rate

    Sell Foreign exchange-

    If you, as a customer, would like to sell a foreign currency in exchange for a local (or domestic) currency, then it is called selling foreign currency. Example if you are located in UAE you would like to exchange US Dollars for UAE Dirhams, then you will be selling foreign currency (USD) in exchange for local currency (AED). In this case refer to the Sell Exchange Rate

How Bill Payments & Payroll Solutions works?

  • Can I pay my bills in any of the LuLu Exchange branches?

    Yes. We offer you many convenient and accessible ways to pay your utility, insurance or subscription bills at any LuLu Exchange branch. This service will soon be available in your LuLu MoneyAPP
  • What kind of bill payments can be made?

    Please refer to our products and services page to check for the kind of services we offer. For more information, visit the nearest branch.
  • Is there any charge for these payments?

    There will be a nominal charge for the same. Kindly contact the nearest branch for more information.

About Salary Card

  • What is My Pay My Card?

    My Pay My Card is a salary disbursal product offered by LuLu Exchange. It was created with the intention of empowering corporate entities and their employees. My Pay complies with the Wages Protection System (WPS), an initiative of the UAE Ministry of Labour and UAE Central Bank to streamline the salary disbursal process, protecting the interests of both employers and employees.