Help & Service
Most requests are completed in the first conversation.
Block and replace a card
Lost your card? Amira blocks it in seconds and orders a new one.
Card activation and PIN
New card in the post? Activate it and get the secure PIN link.
Dispute a transaction
Charged twice or for something you did not buy? Raise a dispute on the call.
Travel notice
Travelling? Tell Amira where and when — your cards keep working.
Balance and transactions
Ask for your balance, your salary or your last payments.
Letters and statements
A liability letter for a visa — in your inbox in minutes.
Remittance status
Where is my transfer? Amira tracks it to the beneficiary bank.
Update ID and contact details
New e-mail or renewed Emirates ID — updated without a branch visit.
Branch and appointment
Find a branch and book a real appointment slot.
Complaint intake
Tell Amira what went wrong — it is logged with a callback time.
Letters & statements
| Liability letter | Shows all loans and cards with outstanding balances - for visas, embassies, other banks | AED 50 | Within 1 hour by e-mail (digitally signed) |
| No liability / clearance letter | Confirms no outstanding liabilities - for leaving the UAE or closing accounts | AED 50 | Within 1 hour by e-mail when no liabilities |
| Account confirmation letter | Confirms account number, IBAN and customer name | Free | Instant by e-mail |
| Balance confirmation letter | Confirms balance on a given date - for visa applications | AED 50 | Within 1 hour by e-mail |
| Account statement (3, 6 or 12 months) | Stamped statement for the chosen period | Free | Instant by e-mail |
| Salary transfer letter | Confirms salary transfer to Mawj Bank for the employer | Free | Within 1 hour by e-mail |
Frequently asked
DemoIs Mawj Bank a real bank?
No. Mawj Bank is a fictional bank built by Amira AI to demonstrate AI-native customer operations. All customers, accounts and rates are demo data.
DemoWhat is the verification code?
In this demo the one-time code is always 2468. A real bank sends a fresh code by SMS - Amira never asks for a card number, PIN or real one-time password.
CardsWhat do I do if I lose my card?
Call, WhatsApp or chat with Amira any time - the card is blocked immediately and a replacement is sent to your address on file within 3 working days.
CardsHow do I set my PIN?
After activation Amira sends a secure link by SMS. You set the PIN yourself - nobody at the bank ever asks for it.
CardsHow long does a dispute take?
You get a dispute reference immediately, a provisional credit within 5 working days for eligible cases, and the final answer within 45 days.
ServiceHow fast do I get a liability letter?
Usually within one hour by e-mail, digitally signed. The fee is AED 50 plus VAT.
ServiceCan I update my Emirates ID without visiting a branch?
Yes - send a photo of both sides on WhatsApp. Our team confirms within one working day.
FinanceHow much can I borrow?
Up to 20 times your monthly salary, and your total monthly repayments may not exceed half of your salary. Amira gives an indicative figure; approval is always made by an advisor.
FinanceWhat does early settlement cost?
1 % of the outstanding amount, capped at AED 10,000 (demo rule).
DepositsWhat happens when my fixed deposit matures?
It follows your maturity instruction: renew, renew with interest, or pay out to your current account. Without an instruction it is renewed for the same term.
CollectionsI missed a payment - what now?
Tell Amira when you can pay and it is noted with a reminder. If you are in financial difficulty, a specialist calls you back.
ContactWhen does Amira call customers?
Outbound calls only between 09:00 and 18:00 UAE time, with a WhatsApp confirmation afterwards.