e& business and enterprise lines: authority, ESP services and support routing
On a business number the fix is rarely technical - it is knowing who is authorised and which queue the request belongs in.
Who can actually change a line
Only the authorised signatory on the account, or someone they have put in writing as a representative, can move plans, add or remove numbers, port a line out or order a replacement SIM. Staff holding the handset routinely get refused at a counter for this reason and the refusal is correct.
For roaming and pack changes, check whether your company has locked self-service on business lines: many enterprise contracts disable chargeable add-ons by SMS and route them through the account manager instead.
Which channel for which problem
Network faults on a line go to the mobile fault queue with the number and the address; billing queries go with the **account number**, not the mobile number, because a multi-line account has one invoice and many numbers.
Managed services and ESP-type subscriptions (hosted voice, fixed mobility, telemetry and IoT SIMs) are supported through the business care line for those services rather than the consumer app - the app usually cannot see those accounts at all.
Contractual changes - upgrade, downgrade, early termination of a device instalment - need the account reference and, on a 12-month contractual bundle, the manager handling that contract; SMS self-service will not end a contractual pack.
Keep a paper trail that works
Every business request needs a reference and a timestamp. Record them in one place; the escalation path only accepts the case you already opened, and a second ticket for the same fault resets your position.
If the fault is affecting a site rather than one number - no service across a floor, a warehouse, a fleet of IoT SIMs - ask for a site-level check. Individual line tests will each pass and the outage will keep being 'no fault found'.
What to use, exactly
| Task | How |
|---|---|
| Fault on a business line | business care channel, quote the mobile number + the address |
| Billing on a multi-line account | quote the account number, not the mobile number |
| Managed / ESP subscriptions | the business care line for those services |
| Authorisation for line changes | signed letter plus the representative's Emirates ID |
Keep these open next to each other
Say it in one message
Tell us the number type (prepaid, postpaid, business), what the device shows and what you already tried. If it is ours to chase, we will draft the request for you.
Send it on WhatsAppWhere to check it yourself
- The operator's own plan and support pages - the text your order form was written from
- The regulator's complaint portal - what to file, in what order, with which evidence
These pages belong to the operator and the regulator - open them side by side with your own bill or app before acting on anything here.
Verify this yourself in two minutes
- Prices and inclusions: the operator's own plan page for your emirate, then the same figure on the order form you signed.
- Your line state: the My du app - Account > Services shows suspension, bar, data cap and contract end.
- Faults in your area: My du app > Support > Outage status, or 155 from a du mobile (free).
- Anything regulatory (billing disputes, escalation): TDRA - your complaint must cite the ticket number du gave you, dated.
Confirm the current fee and the exact menu path in the operator app before you act on anything here.
If a number on this page and a number in your app disagree, the app wins - and we would like to know: WhatsApp us the screenshot and we correct the page.