Frequently Asked Questions

Answers on transfers, payroll, merchant tools and account security. If your question is not here, contact us at office@isapexchange.com or on +44 204 654 2848.

Where is iSAP Exchange based, and where can I use the service?

iSAP Exchange FZCO is registered in the United Arab Emirates, at IFZA Business Park, Building A2, Dubai Digital Park, Dubai Silicon Oasis, Dubai, under Licence No. 21018. The company also operates in the United States through a registered Alaska branch.

The platform is built for people and businesses moving money between the UAE and destinations across Europe, the United Kingdom, Asia and Africa. You can use iSAP Exchange if you are a UAE resident sending money abroad, a UAE-registered business paying employees or suppliers overseas, or a merchant looking for digital payment and loyalty tools.

Service availability varies by destination. The current list of supported corridors is shown in the iSAP app.

How do I track my transfer?

Once a transfer is confirmed, you can follow its status in the Transactions section of the iSAP app. Each stage means something specific:

• Processing — iSAP has received your transfer and is preparing it for dispatch.
• Sent — funds have been dispatched to the recipient's bank or payout partner.
• Delivered — the recipient's bank has confirmed receipt.
• On hold — additional verification is needed. You will receive a notification explaining what to do.

One point worth understanding: Sent means the money has left iSAP. The final leg depends on the recipient bank's own processing speed, which varies by country and is outside our control.

Why has my transfer been delayed or stopped?

Delays are usually resolvable. The most common causes are:

• Additional verification. Above certain thresholds we may ask for supporting documents, such as proof of source of funds. You will be notified in the app.
• Recipient bank processing. Some banks take longer to credit incoming funds. Once money is dispatched, this is outside our control.
• Public holidays in the destination country can add one to two business days.
• Compliance screening. Transfers are occasionally flagged for routine checks. This is a standard requirement under UAE anti-money-laundering rules and is not a judgement about you.
• Incorrect recipient details. A wrong IBAN, account number or SWIFT code can cause a transfer to be held or returned. Always check recipient details before confirming.

If a transfer has been on hold without any notification from us, contact support through the app.

What information do I need for cross-border payroll?

The details required depend on how the recipient is paid.

Bank transfer — full legal name exactly as registered with their bank, bank name and country, account number or IBAN, SWIFT/BIC code, bank branch address for some corridors, and the purpose of payment (salary, contractor fee, and so on).

Cash pickup — full legal name, a mobile number for the pickup notification, and the destination country.

Mobile wallet — the recipient's mobile number registered to the wallet, and the wallet provider.

The single most common cause of failed or delayed cross-border payments is a name mismatch. The recipient's name must match their bank records exactly, including middle names and spelling.

What is a digital menu, and how does QR payment at the table work?

The digital menu replaces printed menus and, where used with payment, the physical card terminal at the table.

1. Setup. You upload your menu to the iSAP merchant dashboard — items, descriptions, prices and photos. It is hosted online and linked to a QR code.
2. Table codes. Each table gets its own printed QR code.
3. Guest scans. A guest scans with their phone camera. The menu opens in the browser. No app download is required.
4. Order and pay. The guest browses, orders and pays from their phone.
5. Kitchen notification. The order appears in the merchant dashboard in real time.

For the venue this means menu changes cost nothing to publish, tables turn over faster, and every order and payment is recorded in one place.

How does the loyalty programme help my business?

The loyalty programme runs on the same QR infrastructure as payments, so it needs no cards, no separate terminal and no additional app.

• Customers earn points automatically when they pay through the iSAP QR system at your venue.
• Points sit in the customer's iSAP Wallet.
• You set your own earn rate and redemption value in the merchant dashboard.

The dashboard shows visit frequency, average spend and redemption behaviour, which is usually more useful than the points themselves — it tells you who your returning customers actually are.

Why do you need my ID and proof of source of funds?

Identity verification is a legal requirement, not a preference. UAE Federal Decree-Law No. 20 of 2018 on Anti-Money Laundering requires financial service providers to verify who their customers are before processing transactions.

It serves three purposes: it prevents anyone else from using your account, it keeps the platform from being used for money laundering or fraud, and without it we are not permitted to process your transactions at all.

You may be asked for:

• Emirates ID or passport — confirms your identity and residency status
• Selfie or liveness check — confirms the document belongs to you
• Proof of source of funds — for larger transfers; a payslip, bank statement or business invoice
• Proof of address — in some cases, such as a utility bill

Documents are encrypted and stored securely, and are not shared with third parties except where required by law.

What do I do if my account is suspended?

Suspensions are usually triggered by routine compliance checks rather than anything wrong on your side. Common causes are a transfer exceeding your current verification tier, unusual activity such as an unexpectedly large first transfer, expired identity documents, or a compliance review.

To resolve it:

1. Check your notifications. We send a notification and an email explaining the reason and what is needed.
2. Submit the requested documents in the app under Profile → Verification, or through support chat.
3. Contact support if you received no notification or cannot upload. Have your registered email address and Emirates ID to hand.
4. Ask for escalation to the compliance team if the account stays suspended without resolution.

iSAP will never ask for your password, PIN or one-time code by WhatsApp, email or phone. Any such request is a scam — report it to us.

Do you support WPS-compliant salary payments in the UAE?

Yes, through a partner agent registered with the Ministry of Human Resources and Emiratisation (MOHRE).

The UAE Wages Protection System is a mandatory electronic salary transfer framework. Every private-sector employer in the UAE is legally required to pay salaries through a WPS-registered agent. iSAP Exchange is not itself the registered agent — salary files are submitted through a partner that holds MOHRE registration, and iSAP provides the interface and the surrounding payment workflow.

What this means in practice: your Salary Information File is generated and filed in the format MOHRE requires, and the disbursement runs through the registered channel. Alongside the AED salary payment, iSAP can initiate conversion and transfer in employees' home currencies, so expatriate staff do not each have to arrange their own remittance afterwards.

For confirmation of the specific registered agent and its MOHRE registration number for your own compliance records, contact us at office@isapexchange.com.

Is iSAP Wallet a crypto wallet?

Partly — and the distinction matters, because people arrive at this question from two very different directions.

iSAP Wallet is primarily a digital fiat wallet. It holds AED and supported foreign currency balances, sends money internationally, receives loyalty points, and pays at merchants by QR code. That is its main purpose.

Stablecoin and digital asset functionality is provided through Bridge, our infrastructure partner for that part of the platform. Where those features are available, they are delivered by the licensed partner rather than by iSAP Exchange itself.

It is not a self-custody crypto wallet. If you are looking for a hardware or self-custody wallet in the sense of Ledger, Trust Wallet or Tangem — where you hold your own private keys and connect to decentralised applications — iSAP Wallet is a different kind of product. It does not offer key self-custody, crypto trading, staking or DeFi features.