UAE Pass is the national digital identity that lets residents and citizens log in to thousands of UAE government and private-sector services with a single account. It handles your identity checks, digital signatures and document sharing, which is exactly why a broken UAE Pass can bring everything from visa renewals to traffic fine payments to a standstill.
If you are wondering what to do if UAE Pass is not working, start with the simplest explanation: most failures come down to an outdated app, a shaky internet connection, mixed-up login details, or a mobile number that no longer matches the one registered on your account. The fixes below are ordered from quickest to most involved, so work through them in order and stop as soon as the app starts behaving again.
Quick Answer
- Update the UAE Pass app to the latest version from the App Store or Google Play, then restart your phone.
- Check your internet connection and make sure your phone’s date and time are set to automatic.
- Confirm you are entering the right credential: the PIN you use to open the app on your phone is not the same as your digital signature password.
- If the one-time password (OTP) never arrives, check that your registered mobile number is still active and can receive SMS.
- If the app keeps crashing, reinstall it. Your account lives on UAE Pass servers, not inside the app, so reinstalling does not delete it.
- If nothing helps, contact the UAE Pass help desk on 600 561 111 or visit a UAE Pass kiosk with your Emirates ID.
Start With the Five-Minute Fixes
Before you dig into anything complicated, run through these basics. They resolve the majority of UAE Pass problems.
Update the app. Open the App Store (iPhone) or Google Play (Android), search for UAE Pass, and install any available update. App updates regularly include fixes for login, notification and biometric issues, and older versions can stop working without warning after a backend change.
Check your connection. UAE Pass needs a stable internet connection for login, OTP delivery and notifications. If you are on Wi-Fi that requires a sign-in page (common in malls, offices and airports), switch to mobile data and try again. If you are abroad, note that some verification steps behave differently on roaming.
Set date and time to automatic. An incorrect phone clock can cause security certificates to fail, which breaks logins and document signing silently. Go to your phone’s settings and turn on automatic date and time, then try again.
Free up storage and restart. A phone that is nearly full of data can cause apps to freeze or crash. Delete what you do not need, restart the phone, and open UAE Pass fresh rather than resuming it from the background.
What to Do If UAE Pass Is Not Working After a Phone Change
Moving to a new phone is one of the most common reasons UAE Pass stops working. Notifications tied to your old device no longer arrive, biometrics are not registered on the new handset, and the app may treat the new phone as untrusted.
Install the official UAE Pass app on the new phone and log in with your credentials. You will likely need to complete a verification step, which may involve an OTP sent to your registered mobile number or a face verification. Once the new device is verified, approve future login requests from it. If your old phone number changed along with the phone, update the number in your account first — the process is covered in our guide on how to update your UAE Pass account.
UAE Pass App Won’t Open or Keeps Crashing
If the app closes the moment you open it, try clearing its cache first. On Android, go to Settings > Apps > UAE Pass > Storage and tap Clear Cache (do not choose Clear Data unless you are prepared to log in again). On iPhone there is no cache option, so move straight to reinstalling.
To reinstall safely: delete the app, restart your phone, then download UAE Pass again only from the official App Store or Google Play listing. Never install a UAE Pass app from a link sent by message, a third-party app store or an unofficial download site — fake copies are a known route for credential theft. After reinstalling, log in normally; your documents, signature and linked services are tied to your account, not the app installation.
If the crash persists on a freshly installed official copy, check that your phone’s operating system is up to date. Very old Android or iOS versions eventually lose support, and the app may fail silently on them.
You Can’t Log In: PIN, Password and Biometric Mix-Ups
Login failures are often a credentials mix-up rather than a broken app. UAE Pass uses more than one secret, and people confuse them:
- App PIN: the short code (usually 4 digits) you set to unlock the UAE Pass app on your phone.
- Digital signature password: a separate password used when you sign documents. It is not the same as your app PIN.
- Biometric login: fingerprint or face unlock, which only works if it was enabled inside the app and still registered on the phone.
If biometric login stopped working after a system update, re-enable it inside the app’s settings. If you are unsure which password goes where, our dedicated guide on UAE Pass login problems and how to fix them walks through each credential and where it is used.
The OTP Never Arrives
OTP problems almost always trace back to the registered mobile number: confirm the SIM in your phone is the number registered with UAE Pass and that SMS filtering or spam-blocking apps aren’t swallowing the code. If you changed your number, you will need to update it on the account. The full checklist lives in what to do if your UAE Pass OTP is not received.
Login Request Doesn’t Appear on Your Phone
When you click “Login with UAE Pass” on a government website, a push notification should pop up on your phone asking you to approve the request. If it never appears, check that notifications are enabled for the UAE Pass app in your phone settings, that the app is not restricted from running in the background, and that you are approving on the same phone where your UAE Pass account is active.
If notifications were working and suddenly stopped, toggling them off and back on — or reinstalling the app — usually restores them. Always read the service name on the approval prompt before tapping approve, so you know exactly what you are signing in to.
Account Locked After Too Many Wrong Attempts
Entering the wrong PIN or password repeatedly can temporarily lock your account as a security measure. This is normal protection, not a malfunction. The usual advice is to stop guessing, wait for the lockout period to pass, and then enter the correct credential carefully.
If you genuinely cannot remember the right credential, stop guessing and use the official recovery options instead — usually an OTP reset once the lockout lifts, or a kiosk visit with your Emirates ID if it persists.
UAE Pass Stopped Working After an Emirates ID Renewal
Your UAE Pass identity is anchored to your Emirates ID. After you renew the ID, change your passport number, or update your residency details, the app may ask you to re-verify your identity before it works normally again. This can show up as failed logins, missing documents in the vault, or errors when signing.
The fix is usually to complete the identity re-verification inside the app or at a UAE Pass kiosk with your renewed Emirates ID. If you have just been through the process, our UAE Emirates ID renewal guide explains what changes on renewal and what typically needs to be refreshed across your linked services afterwards.
Maybe the Problem Is the Service, Not UAE Pass
Sometimes UAE Pass itself is fine and the service you are trying to reach is the one having a bad day. Government portals occasionally go down for maintenance, especially late at night, and the error message does not always make that clear.
To test this, try logging in to a different service with UAE Pass — for example, check visa renewal services and then vehicle registration renewal. If UAE Pass works on one site but not another, the fault is with that specific portal; wait a few hours or use the service’s own helpline. If it fails everywhere, the problem is with your app or account, and the steps above apply.
When to Contact UAE Pass Support
If you have worked through the fixes above and the app still will not cooperate, it is time to get official help. The UAE Pass help desk can be reached on 600 561 111 — this is the number published on the official UAE Pass page on the UAE government portal. Keep in mind that 600-series numbers in the UAE are charged calls, not toll-free, so standard call rates apply.
Before you call, have the following ready: your Emirates ID number, the mobile number and email registered on your account, the exact error message you see, and your phone model and app version. This saves a lot of back-and-forth. You can also use the Help & Support section inside the app, the self-service portal on the official UAE Pass website, or visit a UAE Pass kiosk in person — kiosks are the fastest route for face-verification failures and identity re-verification.
What Not to Do When UAE Pass Fails
A broken login is frustrating, but a few shortcuts will make things worse:
- Do not download UAE Pass from anywhere except the official App Store or Google Play. Sideloaded copies can steal your credentials.
- Never share your OTP, app PIN or signature password with anyone — not with a “support agent” who calls you, and not with a typing centre or PRO. UAE Pass staff will never ask for these.
- Do not create a second UAE Pass account to “start over.” Duplicate accounts cause identity conflicts and are harder to untangle than fixing the original.
- Be cautious of anyone offering to fix your account for a fee. Account recovery is handled through official channels only.
Frequently Asked Questions (FAQs)
Will reinstalling the UAE Pass app delete my account?
No. Your account, documents, digital signature and linked services are stored on UAE Pass servers, not inside the app on your phone. Reinstalling the official app is safe; you simply log back in afterwards.
Why does UAE Pass say my Emirates ID is invalid?
This usually happens when the ID details on your account no longer match official records — for example, after a renewal where the app has not yet picked up the new data. Re-verify your identity in the app or at a kiosk with your current Emirates ID.
Can I use UAE Pass on two phones at the same time?
UAE Pass is designed around one active device for security. If you log in on a new phone, the old one typically stops receiving login requests. Set up the app properly on the phone you actually use day to day.
Does UAE Pass work outside the UAE?
Generally yes, as long as you have internet access, but OTP delivery to a UAE number on roaming can be unreliable, and some services restrict access from abroad. If you travel often, make sure your registered email is current as a backup verification route.
Why did fingerprint login stop working after I updated my phone?
System updates sometimes reset app-level biometric permissions. Open the UAE Pass app settings and re-enable biometric login, then register your fingerprint or face again when prompted.
Is the 600 561 111 helpline free to call?
No. Numbers starting with 600 in the UAE are charged per minute and are typically not covered by free minutes in mobile plans. Use the in-app support channel first if you want to avoid the charge.
The Bottom Line
When UAE Pass stops working, the cause is usually mundane: an outdated app, a weak connection, a confused credential, or an old phone number still sitting on the account. Update the app, check your connection and details, reinstall if it crashes, and update your registered number if OTPs are going nowhere. If none of that helps, the official help desk on 600 561 111 and the in-person kiosks exist precisely for the cases that self-service cannot fix. And whatever you do, keep your OTPs and PINs to yourself — no genuine support channel will ever ask for them.
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.