e& prepaid (Wasel and visitor lines): balance, validity and expiry
Prepaid problems are almost always validity problems: credit is fine, the line has lapsed, or a pack expired and the base rate quietly resumed.
Balance versus validity
Two clocks run on a prepaid line. The credit balance and the *validity of the line* are different, and it is the second one that kills service: recharge before the validity date, not just before the money runs out.
Check both in one go - the balance code shows credit, and the account view in the app shows the validity date and any active packs with their own expiry.
Recharge paths
Voucher, card in the app, or the top-up code sequence; all of them credit the balance instantly. Where a recharge card is entered by code, the format is the operator's published sequence - and if a card has been used already the code returns a rejection, so keep the receipt when buying from a shop.
Add-ons bought from the app or the code menu are charged to the credit balance; if the balance is empty, the add-on purchase fails rather than going to the bill.
Packs, expiry and what gets used first
Active add-ons are consumed before the base allowance; when an add-on expires, usage falls back to the standard rate immediately - which is the classic 'my credit vanished in a day' report.
Data-only and night packs have their own windows. If a pack is valid only at certain hours, the daytime usage that came off your balance was not an error.
Visitor and tourist lines
Tourist lines are sold with a fixed bundle and validity, are tied to the passport or visit visa, and stop at the end of that period. Extending a stay means re-registering rather than topping up.
What to use, exactly
| Task | How |
|---|---|
| Check balance | dial *121# or call 121 |
| Recharge with a voucher | dial *121*<card number># or call 120 |
| Buy a pack | the pack code menu or the app's add-ons section |
| Line validity and active packs | e& UAE app > usage |
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.