About the change
What is changing?
- Your Taptap Send account is moving from Taptap Send (DIFC) Limited licensed by the Dubai Financial Services Authority (DFSA), to our new entity, T T S Financial Services Middle East LLC ("Taptap Send UAE") licensed by the Central Bank of the United Arab Emirates (“CBUAE”). You'll still be able to send money, and will notice some new features, including a new digital wallet.
Does this affect customers outside the UAE?
- No. This change affects only UAE-based customers. If you’re a customer in another country (e.g., UK, US, EU, or elsewhere), your account is with a separate local Taptap Send entity and nothing changes for you.
What you need to do
Do I need to do anything?
- Yes. We will show you the new terms and conditions (the User Agreement) inside the App. Simply read and tap "Accept" to continue using the service.
When will I be asked to accept?
- We'll notify you by email and in-app before your account moves across. You can accept the new terms in advance to avoid any interruption to your service.
What happens if I do not accept?
- You will have 2 weeks from notification to accept while continuing to use the service as normal. After that, you'll need to accept the new User Agreement to keep sending money. You won't be able to send money until you accept the new User Agreement. If you don't accept, your account will ultimately be closed. You can also contact customer support to close your account at no cost if you prefer not to continue.
Can I close my account instead of accepting?
- Yes. If you do not want your account to move to Taptap Send UAE, you can close it at any time, free of charge, by contacting our support team through the App.
Your money and transactions
Is my money safe during the transition?
- Yes. Taptap Send does not hold your funds — when you send money, your transactions are processed and paid out in real time. There is no stored wallet balance to worry about. Any transfer you have initiated will always be completed or refunded to you.
What happens to transfers I've already sent?
- Any transfer you initiate before your account moves will be completed normally by Taptap Send. If for any reason a transfer cannot be completed, it will be cancelled and fully refunded to your original payment method — no action needed from you.
What about cash pick-up transfers that have not been collected?
- Uncollected cash pick-up transfers will remain available for collection for 30 days after the date of the transaction. After that, the amount will be cancelled and returned to your original payment method.
Will my transaction history still be available?
- Yes. Your full transaction history will remain accessible in the App throughout and after the transition. If you have any difficulty accessing it, please contact customer support.
Your account and personal data
Will my account details change?
- No. Your login, phone number, and registered details remain the same once you’ve accepted the new User Agreement. The only change is that your account will be held by Taptap Send UAE.
What happens to my personal data?
- Your data is handled in accordance with applicable UAE data protection laws, including DIFC Data Protection Law No. 5 of 2020. See our Privacy Notice for full details.
Fees, service, and the App
Will my fees change?
- No. You will continue to enjoy the same competitive rates.
Which countries can I send to?
- All countries currently available to you remain available. This transition does not affect which countries you can send money to.
What's new with Taptap Send UAE — Your AED Wallet
Does this transition bring anything new for me?
- Yes. Taptap Send UAE is launching a Wallet — an AED balance you can hold and use directly in the App. It is available to all Taptap Send UAE customers.
What is the Taptap Send UAE Wallet?
- The Wallet is a secure AED balance held in the App. You can load funds, send money internationally using your Wallet balance, transfer funds to other Taptap Send UAE customers and withdraw to your UAE bank account.
Your Wallet is not a bank account and is not covered by any deposit protection scheme.
How do I top up my Wallet?
- You can load AED to your Wallet by debit card or bank transfer directly in the App.
Is there a limit on my Wallet balance?
- Yes. Your Wallet can hold a maximum of 50,000 AED at any time.
Do I need to sign up separately for the Wallet?
- No. Once you have accepted the new User Agreement, your Wallet will be available automatically in the App — no separate registration is needed.
Are my Wallet funds safe?
- Yes. All Wallet balances are held in a segregated bank account at a UAE-licensed bank, entirely separate from Taptap Send's own funds. This safeguarding arrangement is a regulatory requirement under our CBUAE licence
Complaints and support
Who do I contact if I have a complaint about a past transaction?
- Please contact our customer support team and we will ensure your complaint is directed to the right team. You can either contact us directly via the app (call, chat or email) or email directly our dedicated email uaecomplaints@taptapsend.com.
Who regulates Taptap Send UAE?
- Taptap Send UAE (T T S Financial Services Middle East LLC) is licensed and regulated by the Central Bank of the UAE (CBUAE).
How do I get more help?
- Our customer support team is available through the App and at taptapsend.com. We are ready to help with any questions you may have regarding this transaction.