Your utility account is one of those things that works quietly in the background — until a missed bill notification or a failed one-time password reminds you that the provider has your old phone number. If you have been wondering how to change contact details on a utility account in the UAE, the process is simple: every major provider lets you update your mobile number, email address, and correspondence preferences online or through their app in a few minutes, and getting it right keeps your bills, outage alerts, and verification codes flowing to the right place.
This guide covers which contact details you can change, the exact steps for DEWA, ADDC, SEWA, and Etihad Water and Electricity, how to update your details after changing your phone number, and what can go wrong when your details are out of date.
Quick Answer
To change contact details on a utility account, log in to your provider’s website or app, open your profile or account settings, and update your mobile number, email address, or correspondence address. DEWA, ADDC, SEWA, and Etihad Water and Electricity all support this online; a verification code is usually sent to the new mobile number to confirm the change. Changes take effect immediately or within a few hours. If you cannot log in — for example because you lost access to your old registered number — visit a customer care centre with your Emirates ID, or use the provider’s account-recovery option. For a full overview of account details, see our guide on how to update utility account information.
What Counts as Contact Details
Utility providers hold several pieces of contact information on your account, and each serves a different purpose:
- Mobile number: the most important one — used for one-time passwords (OTPs), bill notifications by SMS or WhatsApp, outage alerts, and payment confirmations.
- Email address: used for monthly e-bills, account statements, and formal notices.
- Alternate or emergency number: some providers let you register a second number for outage updates.
- Correspondence address: where paper bills and formal letters are sent, if you have not gone fully paperless.
- Preferred language: Arabic or English for SMS and email communications.
- Notification preferences: which alerts you receive — bill ready, payment due, payment confirmed, planned maintenance, and emergency outages.
You can usually change all of these yourself online. Changing the account holder’s name is a different process entirely — see our guide on changing the name on a utility account for that.
How to Change Contact Details on a Utility Account Online
The steps below are the standard flow across providers. Log in first — most UAE providers now use UAE Pass or their own registered mobile number for login, so have your phone nearby for the verification code.
- Log in to the provider’s website or mobile app with your account credentials or UAE Pass.
- Open your profile or account settings. Look for “My Profile”, “Account Details”, “Personal Information”, or a settings gear icon.
- Edit the field you need — mobile number, email, or correspondence address — and enter the new value.
- Verify the change. For a new mobile number, the provider sends an OTP to that number; enter it to confirm you control it. For email, you may get a confirmation link.
- Save and check. The portal should show the updated details. Send yourself a test — for example, request a duplicate bill — to confirm notifications reach the new address.
DEWA (Dubai)
In the DEWA app or on DEWA’s official portal, go to your profile after logging in and update your mobile number and email under customer details. DEWA uses these for smart-app notifications, e-bills, and OTP-based services such as move-in requests and payment authorisations. If your number changed and you can no longer receive the login OTP, use the “forgot credentials” flow or visit a DEWA customer care centre with your Emirates ID.
ADDC (Abu Dhabi)
ADDC customers can update contact information through the ADDC website’s customer portal or the ADDC app. Log in, open your account profile, and edit your registered mobile number and email. Abu Dhabi customers on the unified TAMM platform may also find account-linked contact options there — check TAMM if your ADDC account is linked to it.
SEWA (Sharjah)
The Sharjah Electricity, Water and Gas Authority allows customers to update their mobile number and email through its online services and at customer service centres.
Etihad Water and Electricity (Northern Emirates)
For Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain, Etihad Water and Electricity provides online account management where you can revise your registered contact details. Alternatively, call customer service or visit a service centre with your Emirates ID and account number.
Changing Contact Details in Person or by Phone
Online is fastest, but in-person and phone options exist for everyone, including people who are not comfortable with apps:
- Customer care centres: bring your Emirates ID and your account number (found on any bill). The agent updates the details on the spot after verifying your identity.
- Phone helplines: DEWA, ADDC, SEWA, and Etihad Water and Electricity all run customer service lines. You will be asked security questions — typically your account number, Emirates ID number, and date of birth — before the change is made.
- Authorised representatives: if someone else is updating details on your behalf, they generally need a power of attorney or a written authorisation letter plus copies of both Emirates IDs.
Updating Contact Details After Changing Your Phone Number
Getting a new SIM is the most common reason contact details go stale, and it creates a chicken-and-egg problem: you need the old number to receive the verification code, but the old number is gone. Here is how to handle it:
- Act before you switch if you can. Update your utility account to the new number while the old SIM is still active — the OTP arrives instantly and the whole job takes two minutes.
- Update UAE Pass first. If your provider login goes through UAE Pass, update your number there so the login itself works again.
- Use account recovery if locked out. Most provider portals offer a recovery option for customers who lost their registered number — this usually requires your Emirates ID number and account number, and may take a working day or two to process.
- Visit a service centre as a fallback. With your Emirates ID and a recent bill, an agent can update the number manually.
- Do not forget linked services. The same new number should be updated with your bank, your mobile operator, and your Emirates ID records — keeping the number consistent everywhere avoids future OTP headaches. If your ID documents are also due for renewal, see our Emirates ID renewal guide.
Setting up your first account rather than updating an existing one? Our overview of utility connection requirements in the UAE explains what you will need from day one.
What Can Go Wrong If Your Details Are Out of Date
- Missed bills and late fees: e-bills and payment reminders go to your old email or number while you assume everything is paid.
- Failed verification codes: OTPs for payments, move-in requests, and account recovery land on a number you no longer own.
- Missed outage alerts: planned maintenance and emergency outage notifications never reach you.
- Locked out of online services: without the registered number, password resets and new-device logins fail.
- Disconnection notices unseen: the final warnings before disconnection for non-payment arrive by SMS — if they go nowhere, the first sign of trouble is the lights going out.
If something has already gone wrong, our guides on common utility account problems and solutions and checking your utility account status will help you diagnose and fix it.
Frequently Asked Questions (FAQs)
Can I change my registered mobile number on a DEWA account without the old number?
Yes, but not through the normal online flow, which needs the old number for verification. Use the portal’s account-recovery option with your Emirates ID and account number, or visit a DEWA customer care centre with your Emirates ID — an agent can update it after verifying your identity.
How long does a contact detail update take?
Online updates are usually instant or take effect within a few hours. In-person updates at a service centre apply immediately. Account-recovery cases — where you have lost access to the old number — can take one to two working days.
Is there a fee for updating contact details?
No. Updating your mobile number, email, or notification preferences is a free self-service action at all major UAE providers. Fees apply to name changes and new connections, not to contact updates.
Will updating my email affect where my bills are sent?
Yes — once you change the registered email, e-bills and statements go to the new address from the next billing cycle. Double-check the spelling before saving; a single typo means your bills disappear into someone else’s inbox.
Can I register more than one mobile number?
Some providers allow an alternate number for outage alerts, but the primary registered number — the one used for OTPs and login verification — is usually a single number. Check your provider’s app for an “additional contact” or “emergency contact” field.
Do I need to update my contact details separately with each provider?
Yes. DEWA, ADDC, SEWA, and Etihad Water and Electricity keep separate customer records, so a number change must be repeated with each provider you hold an account with.
The Bottom Line
Changing contact details on a utility account is one of the quickest admin jobs in UAE life: log in to your provider’s website or app, edit your mobile number or email in your profile, confirm the verification code, and you are done — free and usually instant. The only time it gets complicated is when you have already lost the old number, in which case account recovery or a service-centre visit with your Emirates ID sorts it out. Keep your details current and you will never miss a bill, an outage alert, or a verification code again. For official UAE government services and portals, start at u.ae.
Last Updated: 8 October 2026
About the author: Zaviyar Sultan is a UAE-focused writer at Asandada24, covering driving, visas, banking, insurance and everyday UAE life. His guides are researched from official UAE government and regulator sources and updated regularly.
Asandada24 is an independent informational website, not affiliated with the UAE government or any agency mentioned; content is general information only, not legal, immigration or financial advice; verify critical details with official sources before acting.