Forgetting your online banking password is frustrating, but it is one of the easiest banking problems to fix. This guide explains How to Reset Online Banking Password in the UAE: the standard reset process at most local banks, what you need before you start, and what to do when the usual reset link does not work.
Most UAE banks — including Emirates NBD, FAB, ADCB, Mashreq, and DIB — let you reset your password yourself through the mobile app or the online banking website in under ten minutes. You will need access to your registered mobile number, since almost every reset is confirmed by an OTP (one-time password) sent by SMS or generated in the app.
Quick Answer
To reset your online banking password in the UAE, open your bank’s mobile app or online banking website and tap Forgot Password or Forgot Login Credentials. Enter your username, account number, or registered mobile number, verify your identity with the OTP sent to your registered phone, then create a new password. If the self-service reset fails — for example, your registered number changed or the account is locked — call your bank’s helpline or visit a branch with your Emirates ID to reset it manually.
What You Need Before You Start
Gathering a few things first saves you from getting halfway through the process and being stopped:
- Your registered mobile number. The bank sends the OTP to the number on file. If this number no longer works, you cannot complete a self-service reset — see the guide to updating your mobile banking details first.
- Your username or account details. Most banks ask for your online banking username, your account number, or the debit card number linked to the account.
- Your debit card details (sometimes). Some banks ask for the card’s expiry date or CVV as a second identity check.
- The official app or website. Only ever use the bank’s genuine app from the App Store or Google Play, or type the bank’s website address directly into your browser. Never click a “reset your password” link from a text message or email — banks do not send those, and fraudsters do. More on this in the safety section below, and in our guide to banking fraud protection in the UAE.
Method 1: Reset Through the Mobile App (Fastest)
The app is the quickest route, and the steps are almost identical across UAE banks:
- Open your bank’s official mobile app.
- On the login screen, tap Forgot Password (sometimes labelled “Forgot Login Credentials” or “Need help logging in?”).
- Enter your username — or the account/debit card number, depending on what the app asks for.
- Verify your identity. The app will send an OTP to your registered mobile number, and may also ask for your debit card expiry date or a security question.
- Enter the OTP. Most banks give you a limited window (typically 5–10 minutes) and a few attempts.
- Create a new password. It usually must be 8–12+ characters with a mix of uppercase, lowercase, numbers, and a special character.
- Confirm it, then log in with the new password straight away to check it works.
Once you are in, it is worth switching on biometric login (fingerprint or face) so you do not have to type the password again — see our mobile banking setup guide for the options most UAE apps offer.
Method 2: Reset Through the Online Banking Website
If you prefer a desktop or cannot use the app, the bank’s website portal offers the same reset:
- Go to the bank’s official website — type the address yourself, do not click a link from a message.
- Open the online banking login page and click Forgot Password or Forgot Username/Password.
- Enter the requested identifier: username, account number, or registered mobile number.
- Complete the OTP verification sent to your registered mobile number (and email, at some banks).
- Set your new password, then log in to confirm.
The website flow may include an extra security step, such as answering a memorable question or confirming recent transaction details. This is normal — do not abandon the process halfway through.
Method 3: Reset by Calling the Bank’s Helpline
If the app or website reset does not work — or you would rather have a person walk you through it — call your bank’s official customer care number (printed on the back of your debit card or listed on the bank’s official website):
- Choose the online/mobile banking or “technical support” option from the menu.
- Confirm your identity. The agent will ask for your full name, Emirates ID number, account number, and answers to security questions.
- The agent will either reset the password for you on the call or send a reset link/temporary password to your registered mobile number or email.
- If you receive a temporary password, log in and change it to a permanent one immediately.
Phone verification usually takes longer than the app route, and you may wait in a queue during busy hours, but it works even when your registered mobile number has changed — the agent can update it after verifying you.
Method 4: Reset at a Branch
As a last resort — or if your account is locked and phone verification keeps failing — visit a branch with your original Emirates ID. A service officer will verify your identity in person and reset your login credentials on the spot. This is also the route for accounts where the registered mobile number is long lost and cannot be verified remotely.
Take your debit card as well, since some banks use it as part of the in-branch verification. Joint-account holders should note that each person’s online banking login is separate — one holder cannot reset the other’s password.
Why the Reset Might Fail (and What to Do)
A few common reasons a self-service reset does not complete:
- OTP never arrives. Check that your phone has signal and is not blocking short-code SMS. Wait a couple of minutes and use the Resend OTP option rather than starting over — too many requests in a row can trigger a temporary lock. If you recently changed your SIM, the bank may need to re-register the number.
- Account locked after too many wrong passwords. Most UAE banks lock online access temporarily after 3–5 failed attempts. The lock usually clears after a set period (often 24 hours), but you can call the helpline to unlock it sooner.
- Wrong identifier entered. If you are unsure of your username, try the account number or debit card number option instead, or recover the username through the “Forgot Username” flow first.
- Account dormant or closed. Accounts inactive for a long time may be frozen. The reset flow will stall, and you will need to visit a branch to reactivate the account before resetting anything.
- The app itself is the problem. An outdated app, full cache, or a glitch can mimic a login failure — updating or reinstalling the app fixes this more often than people expect.
If none of the self-service methods work and the helpline cannot verify you remotely, the branch visit in Method 4 is the fallback that almost always resolves it.
How to Choose a Strong Online Banking Password
Banks enforce minimum rules, but you can do better than the minimum. A few practical guidelines:
- Make it long and unique — do not reuse a password from email or social media.
- Do not use your name, birth date, Emirates ID number, or phone number.
- A passphrase of three or four unrelated words with a number and symbol is both strong and memorable.
- Store it in a reputable password manager rather than in phone notes or screenshots.
- Change it immediately if you ever enter it on a public computer or share it with anyone — and never share it with anyone, including people claiming to be bank staff.
How to Reset Online Banking Password Without Falling for Scams
Password-reset moments are exactly when fraudsters strike, because you expect messages about your password. Keep these rules in mind:
- Your bank will never call, text, or email asking for your password, OTP, or card PIN. Anyone who does is a scammer, no exceptions.
- Do not click reset links from SMS or email. Start every reset from the app you already have installed or by typing the bank’s website address yourself.
- Check the sender of any OTP message — it should come from the bank’s usual short code. Phishing messages often arrive from ordinary mobile numbers or spoofed names.
- If you get an unexpected password-reset OTP you did not request, someone may be trying to get into your account. Do not share the code — call your bank immediately.
For the full picture, read the UAE banking fraud protection guide, which explains the most common scams and how UAE consumer protection rules cover unauthorised transactions.
Frequently Asked Questions (FAQs)
Can I reset my online banking password without my registered mobile number?
Usually not through self-service — the OTP is the bank’s main identity check. If your number changed, you will need to update it first (see our guide on how to update mobile banking details) or reset via the helpline or a branch visit, where staff can verify you with your Emirates ID.
How long does a password reset take?
The app or website reset normally takes five to ten minutes. A helpline reset can take longer with call queues, and a branch visit depends on waiting time. If your account needs reactivating, the branch process may take a working day or two.
Will resetting my password affect my debit card PIN?
No. Your online banking password and your debit card PIN are separate credentials — changing one does not change the other.
Does resetting the password cost anything?
Self-service resets through the app or website are free at UAE banks. There is typically no charge for a helpline-assisted reset either, though it is worth confirming if your bank applies any service fee for branch-assisted requests — check the bank’s official schedule of charges.
How many wrong attempts lock my account?
Most UAE banks lock online banking temporarily after 3–5 incorrect password attempts. The lockout period varies by bank. Do not keep guessing — use the Forgot Password flow or call the bank instead.
I got an OTP I did not request. What should I do?
Treat it as an attack on your account. Do not enter or share the code anywhere. Log in to your account (from the genuine app) to check for anything unusual, change your password if you can log in, and call your bank to report it.
Should I reset my password after using a shared or public computer?
Yes — if you have ever logged in from a device you do not fully trust, reset your password from your own device and review your recent transactions for anything you do not recognise.
The Bottom Line
Resetting an online banking password in the UAE is a quick self-service job in most cases: open the app or website, tap Forgot Password, verify with the OTP on your registered mobile number, and set a new one. When the self-service route fails — changed number, locked account, or dormant account — the helpline and the branch are your fallbacks. And throughout the process, remember the golden rule: your bank never asks for your password or OTP, so anyone who does is not your bank. For a full overview of managing your accounts digitally, see our complete online banking guide.
Last Updated: 8 October 2026
About the author: Zaviyar Sultan is a UAE-focused writer at Paxi, covering driving, visas, banking, insurance and everyday UAE life. His guides are researched from official UAE government and regulator sources and updated regularly.
Paxi 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.