Help with Smart Pass

If you can't activate Smart Pass, authorise transactions, or generate a token, here's help at hand

Update your Mobile Banking app

To use Smart Pass successfully, you need to have the latest version of the Emirates NBD mobile app on your device and these Android and iOS system requirements.

Can't activate Smart Pass?

If you have the latest version of the Emirates NBD Mobile Banking app and the right system specs but you still can’t activate Smart Pass on your device, here are some possible reasons:

Another user may have previously activated Smart Pass on your device. For security reasons, every device can only have one unique Smart Pass registration on it during its lifetime. You’ll not be able to activate your Smart Pass on a device which had another user’s Smart Pass on it.

Your Online or Mobile Banking is blocked. Smart Pass can only be activated on an active Online or Mobile Banking profile. Learn how to unblock your profile.

Your registered email or mobile number is not updated. One of the steps to activate your Smart Pass requires authorisation codes that are sent to your registered mobile number and registered email address. If you’ve not received your authorization code, check that your mobile number and email address on record with us are up to date.

You forgot your secret questions and answers. If you’ve forgotten the answers to your secret questions, you can reset them.

Can't authorise transactions?

If you’re having trouble authorising transactions using Smart Pass, it could be due to one of the following reasons:

You're using the wrong PIN. If you enter the wrong Smart Pass PIN 3 consecutive times, your Smart Pass will be blocked. Here’s how to reset your PIN.

Your Smart Pass token has expired. A Smart Pass token is only valid for 60 seconds after which a new token is generated. Be sure you enter the token during the 60-second timeframe or use the next one generated, again within its 60-second timeframe.

You may have multiple screens or tabs open. During your transaction process, don’t keep different screens or tabs open, this is a security hazard and your transaction may be cancelled.

Can't generate a Smart Pass token?

If you’ve reinstalled the Emirates NBD mobile app, you’ll no longer see the Smart Pass option on the home screen of the app. To resolve this, log in to the mobile app and click on reactivate Smart Pass under the hamburger icon.

If you’re still having trouble, get in touch with us at +971 600 54 0000 and when prompted, say ‘issue with Smart Pass’.

FAQs

What’s the difference between a Smart Pass PIN and a Smart Pass Token?

A Smart Pass PIN is a 4-digit number which you set while activating Smart Pass. You use this PIN to authorise Mobile Banking transactions on your own device.

A Smart Pass Token, on the other hand, can be used to authorise an Online Banking transaction and the token is generated by you on your own device by tapping the Smart Pass icon on the home page.

It’s important never to share your Smart Pass PIN or Token with anyone, including Emirates NBD employees.

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