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Welcome to Al Masraf online banking

FAQ

Personal Online Banking - Frequently Asked Questions

  1. About Personal Online Banking
  2. What is Personal Online Banking?
  3. Why to choose Personal Online Banking?
  4. What services are available through Personal Online Banking?
  5. What are fees and charges associated with use of Personal Online Banking?
  6. Is Personal Online Banking available 24/7?
  7. Can I access Personal Online Banking from outside UAE
  8. Who can apply for Personal Online Banking?
  9. How do I apply for Personal Online Banking?

Security

  1. How secure is Personal Online Banking?
  2. What is encryption and how is information protected?
  3. How to activate Secure Socket layer (SSL)?
  4. What are cookies and how are they used for Personal Online Banking?
  5. What precautions can be taken for using Personal Online Banking?
  6. What should I do if I suspect unauthorized transactions on my account?
  7. What precautions should I take when using shared or public computers for using Personal Online Banking?
  8. What is my ID and password for log-in?
  9. What happens when my ID is invalid?
  10. What should I do if I have forgotten my User ID?
  11. What should I do if I have forgotten my Password?
  12. Can I change my password?
  13. What should I do if I feel that my password has been stolen or exposed to third-party?

System Requirements

  1. What hardware and software do I need for using Personal Online Banking?
  2. How do I know the version of browser?
  3. Can I use other operating systems?
  4. What display settings should I use for Personal Online Banking?

Trouble Shooting

  1. The Personal Online Banking URL is not accessible?
  2. What can I do if my Internet Explorer frequently hangs?
  3. What should I do if I am not able to perform any financial transaction?
  4. What if my browser shuts down abnormally?
  5. What should I do if I do not get a response after clicking on a hyperlink or icon?
  6. Who can I call if I have any problem or enquiry in using Personal Online Banking?
  7. What does "JavaScript not enabled" mean?
  8. How to clear cache?

About Personal Online Banking

What is Personal Online Banking (Personal Online Banking)?

Personal Online Banking is a simple, hassle-free and secure Online banking service available

To all Al Masraf personal banking customers.

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Why to choose Personal Online Banking?

Online Banking helps you to perform Banking transactions at your convenience and easy to operate.

  1. It is easy to register, and hassle-free to use for your everyday banking needs
  2. It is your own bank. You have instant access to up-to-date information on your accounts, deposits, credit cards and finance.
  3. It is safe and secure. Using your Online Banking ID (User ID) and Password, you can view your accounts, deposits and loans, download statements and carry out financial transactions. Our personal online banking gives you the confidence that accounts and transactions remain safe with us.
  4. It is fast. It takes a few seconds to click and to get updated information of your account, deposit, cards and loans, and a few minutes to transfer funds with bank.
  5. It is worldwide access. You can do Personal Online Banking from anywhere and at anytime, be it your home, office or on the move.
  6. It is time-saving. No need to drive up to a branch or look for a service center. So you save up on your time to enjoy life.
  7. It is available 24/7 and accessible at your own convenience,
  8. No special hardware or software required. All you need is a simple personal computer and an Online Banking connection. Please check the minimum System Requirements.
  9. Wide range of services. From account, statements, Fixed deposit, Loans summary, transfers within UAE , outside UAE . We are working on other features, to facilitate all your Banking needs through Online Banking
  10. It is FREE! - Not that it matters much but feels good to know.

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What services are available through Personal Online Banking?

The following services are available through Personal Online Banking:

Accounts:

  1. Account(s) Summary
  2. Account Details
  3. Mini Statement
  4. Account Statement
  5. Archived Statement Request
  6. Cheque Book Request
  7. Cheque Image Request
  8. Debit/Credit/Covered card Re-issuance Request
  9. Debit/Credit/Covered card Block Request

Fixed Deposit:

  1. Fixed Deposit summary
  2. New Fixed Deposit service Request
  3. Amend Fixed Deposit Maturity Instructions

Loans:

  1. Loan summary
  2. New Loan request
  3. Personal Overdraft request

Fund Transfer:

  1. Funds transfer within own accounts
  2. Funds transfer within Al Masraf Accounts
  3. Funds Transfer Within UAE
  4. Funds Transfer Outside UAE
  5. Standing Instructions Requests

Service Request:

  1. Track Service Request Status

My Preferences:

  1. Customer Profile
  2. Account Short Name
  3. Alert request
  4. Change Login Password

Rates:

  1. Fixed Deposit rates
  2. Foreign Currency Exchange Rates

My Mail:

  1. Compose Message
  2. Inbox
  3. Sent Messages

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What are fees and charges associated with use of Personal Online Banking?

There are no fees and charges for using Personal Online Banking. However, some charges may apply to certain requests and transactions, such as Cheque Book, Transfers outside & within UAE etc.

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Is Personal Online banking available 24/7?

Yes. This service is available to you 24 hours a day, 7 days a week

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Can I access Personal Online Banking from outside UAE?

Yes. As long as you meet the System Requirements, you will be able to access Personal Online Banking from anywhere and at any time.

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Who can apply for Personal Online Banking?

To use Personal Online Banking, you need to register with your Al Masraf Debit/Credit/Covered Card. You must have a Current or Savings Account with Al Masraf.

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How do I apply for Personal Online Banking?

Click on the ' Register ' in main login page of Personal Online Banking and follow the simple steps for registering. The registration for Personal Online Banking will be completed online and you can log in to start using the Personal Online Banking Services.

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Security

How secure is Personal Online Banking?

Security raises different concerns such as security of personal information, security measures for identification, security of financial transactions and so on.

Our Personal Online Banking employs the 128-bit Secure Socket Layer (SSL), which is one of the strongest encryption technologies and is used by numerous online financial applications worldwide for safeguarding information against disclosure to third parties.

We have employed a soft-keyboard to protect your User ID and Password from key-logging and our two-factor passwords for financial transactions add a second layer of security against financial risks.

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What is encryption and information protected?

Encryption is the process of transforming information using an encryption algorithm to make it unreadable to anyone except those possessing special knowledge, usually referred to as a key. The result of the process is encrypted information. In many contexts, the word encryption also implicitly refers to the reverse process, decryption (e.g. "software for encryption" can typically also perform decryption), to make the encrypted information readable again (i.e. to make it unencrypted). And our SSL Certificate ensures encryption from your browser to our back-end systems which protects information against any potential loss.

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How to activate Secure Socket Layer (SSL)?

If you are using Internet Explorer 8.0 & 9.0,

  1. Click on [Tools]
  2. Select [Internet Options]
  3. Select [Advanced] Tab
  4. Scroll down to [Security]
  5. Check [Use SSL 3.0]
  6. Click on [OK]

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What are cookies and how are they used for Online Banking?

Cookie (also called as tracking cookie, browser cookie, and HTTP cookie) is a small piece of text stored on a user's computer by a web browser. A cookie consists of one or more name-value pairs containing bits of information such as user preferences, shopping cart contents, and the identifier for a server-based session, or other data used by websites.

We do not use cookies for Online Banking.

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What precautions can be taken for using Online Banking?

You should take the following precautions:

  1. DO NOT reveal your Card Number, PIN, User ID and Password to anyone, write it down or use it where the information is exposed to anyone.
  2. Keep changing your Password frequently, and if you suspect it has been revealed, then change your Password IMMEDIATELY.
  3. DO NOT use easily guessable information as your Password such as your date of birth, telephone number, mobile number etc.
  4. DO NOT leave your personal computer unlocked or unattended when logged-in Online Banking.
  5. REMEMBER TO LOCK THE COMPUTER OR LOG OUT of Online Banking and close your browser whenever you leave your computer.
  6. Clear your browser's cache on a regular basis so that your account information is removed. This is particularly important if you are using a shared PC. You should clear it after each session.
  7. Always use the latest recommended Online Banking browser so that you are using the most updated security features available.
  8. Call our Phone Banking immediately if you notice any unusual transactions on your account.

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What should I do if I suspect unauthorized transactions on my account?

If you suspect there are unauthorized transactions on your account, please report to our Phone Banking by providing account and transaction details.

Please take note of your last log-in date and time, as indicated at the Online Banking Homepage, each time you log-in to Online Banking.

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What precautions should I take when using shared or public computers for using Online Banking?

We strongly recommend that you do not access Online Banking and conduct transactions on shared or public computers unless you are sure that it is safe to do so. Please clear browser cache after each session so that your account information is removed from such computers.

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What is my User ID and Password for log-in?

The User ID and Password is what you entered at the time of Registration.

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What happens when my User ID is invalid?

Please call our Phone Banking for assistance.

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What should I do if I have forgotten my User ID?

Please click on "Forgot Password" from the main page of Online Banking and follow the simple instructions to reset your password. If there be any issues, please call our Phone Banking for assistance.

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What should I do if I have forgotten my Password?

Please click on "Forgot Password" from the main page of Online Banking and follow the simple instructions to reset your password. If there be any issues, please call our Phone Banking for assistance.

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Can I change my password?

Yes, you can change your password any time. To change the password, login to Online Banking and then go to 'My Preference? select Change password on the left menu of the page.

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What should I do if I feel that my password has been stolen or exposed to third-party?

If you feel that your password has been stolen or exposed to others, please change your password immediately.

To change the password, login to Online Banking and then go to 'Change Login Password' service under 'My Preference' menu on the left of the page.

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System Requirements

What hardware and software do I need for using Online Banking?

Minimum Hardware Requirement

  1. PC with Pentium 166MHz processor or higher
  2. 32 MB RAM or higher
  3. SVGA or higher resolution monitor, 256 colors minimum, 1028 x 768 screen resolution
  4. Internet connection
  5. Keyboard
  6. Mouse

Minimum Software Requirement

  1. Microsoft Windows 95/98/NT/2000 operating system
  2. Microsoft Internet Explorer 8.0 & 9.0, Mozilla 15.0 & 16.0. Google Chrome 17.0 & 23.0.
  3. Currently XXXXXX browsers is not supported
  4. Both "Java" and "Java Script" have to be enabled
  5. Please ensure the Microsoft Virtual Machine is the default for your browser

* To make use of the 128-bit SSL encryption and enjoy the highest level of security, it is recommended that you upgrade your browser to Internet Explorer version 8.0 or 9.0 and above

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How do I know the version of the browser?

If you are using Internet Explorer,

  1. Click on [Help]
  2. Click on [About Internet Explorer]
  3. Click on [Ok]

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Can I use other operating systems?

We do not recommend the use of any operating system other than those mentioned in Software Requirement.

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What display setting should I use for Online Banking?

Online Banking is optimized for viewing with screen resolution of 1028 x 768.

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Trouble shooting

The Online Banking URL is not accessible?

The Online Banking URL, https://almasrafonline.ae/, should be accessible. If it is not accessible then probably your Online Banking Connection firewall is blocking the URL. Please contact your Network Administrator.

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What can I do if my Internet Explorer frequently hangs?

You can try upgrading your PC's Java Virtual Machine.

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What should I do if I am not able to perform any financial transaction?

Ensure that you are using one of the recommended browsers

What if my browser shuts down abnormally?

If your browser shuts down then you will have to restart your browser to fix the problem. You may have to restart your computer if required. If the problem persists, please consult your computer vendor.

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What should I do if I do not get a response after clicking on a hyperlink or icon?

You can try upgrading your PC's Java Virtual Machine.

Your Online Banking connection speed may also cause delay in response time. Please wait, check the browser status, it will show as working in the address bar or below in the status of page loading and let the website load.

If the problem persists, then close the browser, re-open and try again.

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Who can I call if I have any problem or enquiry in using Online Banking?

Please call our Phone Banking. Kindly get note of the error code or message if any, to the Phone Banking Agent for investigation.

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What does "JavaScript not enabled" mean?

Due to the browser settings "Java" and "JavaScript" may be disabled. You will have to enable "Java" and "JavaScript".

If you are using Internet Explorer 8.0 & 9.0,

  1. Click on [Tools]
  2. Select [Online Banking Options]
  3. Select [Advanced] Tab
  4. Scroll down to [Microsoft VM]
  5. Check [JIT compiler for virtual machine enabled]
  6. Click on [OK] & restart the browser

Please refer to system requirement help contents if you are using browser of other versions.

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How to clear cache?

If you are using Internet Explorer 8.0 & 9.0,

  1. Click on [Tools]
  2. Select [Internet Options]
  3. Select [General] Tab
  4. Click on [Delete Files] under [Temporary Online Banking Files] section
  5. Check [Delete all off-line content]
  6. Click on [OK] & restart the browser

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