Question 1

What is Apple Pay?

Accepted Answer

Apple Pay is a mobile payment method that lets you spend money in-store, online and in apps using your iPhone. This means that you no longer need your credit or debit card with you to make purchases – all you need is your iPhone.

Question 2

How do I set up Apple Pay with Nomo?

Accepted Answer

To set up Apple Pay with Nomo, you first need to add your Nomo card to Apple Wallet on your iPhone.

Here’s how to do this from the Nomo app:
1. Head to the Card tab in the Nomo app
2. Tap on the Apple Pay menu item
3. Select ‘Add to Apple Wallet’
4. Accept the Terms & Conditions
5. Select ‘Use as Default Card’

Alternatively, you can add your Nomo card in the Apple Wallet app:
1. Open the Wallet app on your iPhone
2. Tap the “+” sign in the upper-right corner
3. If your Nomo card is affiliated with your iTunes account, simply enter your card’s security code to add it, or select “Add a different card” to use your iPhone camera to scan the card information

You will then be able to make Apple Pay payments with your Nomo debit card on your iPhone and Apple Watch if it is connected to your iPhone.

You can start spending using Apple Pay straight away.

Question 3

Is Apple Pay secure?

Accepted Answer

Apple Pay is more secure than using a physical credit or debit card because you need to use biometric verification (Face ID or Touch ID) to make a payment via your iPhone. This means that only you can authorise a transaction.

When you use Apple Pay, your card number and identity aren't shared with the merchant, and your actual card numbers aren’t stored either on your device or on Apple servers. When you shop online, the only shared details are those that will allow the merchant to complete the order, such as your name, email address, and billing and shipping addresses.

In addition, Apple doesn’t store transaction information that can be linked back to you.

Question 4

Does it cost extra to use Apple Pay?

Accepted Answer

There are no extra fees to use Apple Pay.

Question 5

Can I use my Apple Watch for payments with Nomo?

Accepted Answer

You can make payments from your Nomo account via Apple Pay using your Apple Watch.

Question 6

What are the benefits of Apple Pay?

Accepted Answer

Apple Pay makes your payments faster, safer and more convenient.

When you’re shopping in-store, you don’t need to take a debit or credit card to make a payment – all you need to do is tap your iPhone or Apple Watch on the contactless card reader.

If you’re shopping online, you no longer need to enter your card details for every purchase because Apple Pay authenticates the transaction using Face ID/Touch ID, using your securely stored card details.

Apple Pay is more secure than regular card transactions because only you can authorise the payment via Touch ID or Face ID, and Apple doesn’t share your card details with the merchant. These precautions keep your money safe from fraudsters.

Question 7

How to pay with Apple Pay

Accepted Answer

Paying in-store

Apple Pay is a fast, safe and easy way to spend your Nomo balance in shops with your iPhone or Apple Watch.

To pay with Face ID, double-click the side button, glance at your screen, then hold your iPhone near the reader.

For Touch ID, hold your iPhone near the reader with your finger on Touch ID.

On Apple Watch, double-click the side button and hold Apple Watch up to the reader.

Paying online

Paying in apps and on websites using Apple Pay speeds up the checkout process because you no longer have to create an account or fill out lengthy forms every time you make a purchase.

To pay in apps and on websites in Safari on your iPhone or iPad, select Apple Pay at the checkout and complete the payment using Face ID or Touch ID.

To pay on websites in Safari on your Mac, select Apple Pay and complete the payment using your iPhone or Apple Watch. On MacBook Pro, pay using Touch ID on the Touch Bar.

Question 8

Where can I use Apple Pay?

Accepted Answer

You can use Apple Pay wherever you see one of these symbols:

![image](//images.ctfassets.net/791d8s7l1itt/1BG5SQdSlfcM3QW3jYLklF/d24eb482940d937976042823fc1654e4/image.png)

Question 9

How many cards can be added to Apple Pay?

Accepted Answer

Twelve unique cards can be added to Apple Pay on all iPhones since iPhone 8 and Apple Watch Series 3. Eight unique cards can be added on all other devices. The same card can be added to unique devices. Passes (e.g., concert tickets) are separate from cards and do not count towards the eight-card limit.

Question 10

Apple Pay should be supported at the store but it’s not working. Why?

Accepted Answer

Not all merchant point-of-sale terminals may be set up correctly to accept contactless / Apple Pay. Please ask your merchant about their acceptance. Generally, you should be able to use Apple Pay wherever you see one of these symbols:
![image](//images.ctfassets.net/791d8s7l1itt/1BG5SQdSlfcM3QW3jYLklF/d24eb482940d937976042823fc1654e4/image.png)

Question 11

Why do I need to wait for the checkmark to pull my device away?

Accepted Answer

Customers should wait for the checkmark on the device to indicate that the transaction is complete. The checkmark during payment only indicates that the data has been passed from the phone to the terminal, not that the transaction was approved.

Question 12

Why was my transaction declined?

Accepted Answer

There can be many reasons why your transaction was declined, including not having sufficient funds in your account, your card transaction being blocked or the merchant not accepting contactless / Apple Pay. Please contact our Customer Success Team who may be able to provide more information.

Question 13

What relationship does Nomo have to Boubyan Bank?

Accepted Answer

Boubyan Bank is our parent bank. Nomo is a business which is part of BLME (Bank of London and the Middle East). BLME is a subsidiary of Boubyan Group.

Question 14

What regulations do BLME and Nomo follow in the UK?

Accepted Answer

BLME is a fully regulated UK bank. It is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Nomo is a trading name of BLME and operates under BLME’s banking licence.

Funds held in Nomo are covered by the FSCS protection scheme under BLME. BLME and Nomo are also governed by the Financial Ombudsman Service for an impartial complaints resolution service.

BLME appears on the FCA Register under firm reference number 464292. Bank of London and The Middle East plc is a company registered in England & Wales. Its registered company number is 05897786. The registered office address is Cannon Place, 78 Cannon Street, London, EC4N 6HL.

Question 15

Does Nomo have branches in the UK or in other regions of the world?

Accepted Answer

Nomo is a fully digital bank, which means no branches, no queues, and no fuss! Everything from account opening to account management to spending is all done digitally, giving you Islamic banking at your fingertips!

All our services can be accessed through your phone, 24/7 and wherever you go.

Question 16

I am a BLME customer, do I automatically get a Nomo account?

Accepted Answer

No, you need to apply for a Nomo account. It’s simple – download the Nomo app from the App Store to get started.

Question 17

What makes Nomo special?

Accepted Answer

Nomo is the first fully digital international Islamic bank. You can spend, send and invest your money 24/7, whether you’re at home or on the go.

We’re based in the UK, meaning we offer unique UK investment opportunities and banking security, all from the smartphone in your pocket.

Islamic banking has never been so simple and secure!

Question 18

Is my money safe with Nomo?

Accepted Answer

Your deposits are protected by the Financial Services Compensation Scheme (FSCS) up to £85,000 in total across all your BLME products. For more information on the FSCS Scheme, please [click here](https://www.fscs.org.uk/).

Question 19

How is my personal data being used?

Accepted Answer

We take security seriously and we make sure your data is only captured and used where absolutely necessary, and stored safely. For more information on the types of information we collect, how we use it and who we may share it with please see our [Privacy Notice](https://www.nomobank.com/privacy-notice).

Question 20

How is my data secure on Nomo’s systems?

Accepted Answer

We use bank-grade security to protect your data and information.

Question 21

How do I opt out of marketing communications?

Accepted Answer

To opt out of direct marketing communications, you can notify us through the __Contact Us__ section of the Nomo app or website.

Question 22

Is Nomo Sharia compliant?

Accepted Answer

Yes, Nomo is an Islamic bank and complies with Sharia principles.

Question 23

What are the differences between Islamic and conventional banking?

Accepted Answer

The key difference between Islamic and conventional banking is that Islamic banks are subject to the major prohibitions outlined in Sharia, including:

- Riba (the charging of interest)

- Gharar (excessive risk-taking and uncertainty)

- Participation in haram industries, such as alcohol, gambling, tobacco and pork

Question 24

What is the role of the Sharia Supervisory Board (SSB)?

Accepted Answer

The main role of the Sharia Supervisory Board (SSB) is to make sure that Nomo is Sharia-compliant. The SSB oversees activities and assists in structuring new products/services.

Question 25

Who are the members of the Sharia Supervisory Board (SSB)?

Accepted Answer

The members of the Sharia Supervisory Board (SSB) are:

- Sheikh Dr. Abdulaziz Al-Qassar (Chairman)
- Sheikh Dr. Esam Khalaf Al-Enezi
- Sheikh Dr. Mohammed Daud Bakar

Question 26

How are the fees and balance requirements Sharia-compliant?

Accepted Answer

The Sharia Supervisory Board at Nomo Bank was consulted on charging a 9 GBP fee to the current account if the aggregate balance falls below the minimum decided by the bank, namely, 20,000 GBP or equivalent, noting that the bank will give clients a 3-month fee-free period after joining.

The Sharia Supervisory Board views that there is no objection in collecting account fees should the account fall under the £20k balance requirements, to cover the banks expenses, such as managing the accounts, maintenance of systems and internal and external requirements from regulatory authorities. These fees are considered in exchange for the work and services performed by the bank. There is no Sharia objection that prevents Nomo from collecting these fees and commissions. It is not usury (Riba) or suspicion of usury (Riba).

In the case of the current account, the bank is considered a debtor and not a creditor. What is forbidden is for the debtor to pay an amount in excess of the debt. To conclude, these fees and commissions are not considered to be in excess of the debt.

Question 27

What countries can I open a Nomo account in?

Accepted Answer

At the moment, Nomo is only available to residents in Kuwait or the UK. However, we plan to launch in plenty of countries globally in the future, and we will let you know when we do this.

Question 28

How can I open a Nomo account?

Accepted Answer

The application process is fast and simple.

Firstly, you need to download the Nomo app. You’ll find the app in the App Store on iOS.

__Step 1 - Setting your preferences__

When you begin your application, we will start by asking you to agree to our Terms & Conditions. We’ll then confirm your email address and mobile number.

We will also set up your account security by asking you to create an account passcode. You can also set up Face ID.

To do this, enter your number. We will send you an SMS with a 6-digit verification code. Simply enter this code in the app to verify your mobile number.

We recommend keeping notifications switched on so you can stay up to date with your account activity.

We also recommend keeping marketing communications switched on.

You'll need to create your own unique passcode for accessing your account and you can set up FaceID to make accessing the app even faster and more secure.

Next, you'll tell us how you would like to be addressed and where you're from.

__Step 2 - Verify your identity __

After this, we will ask you to verify your identity using your passport, and Civil ID (if you’re a Kuwaiti resident). Please note:

You must use an original physical passport when prompted to take a picture.

We can’t accept a previously taken picture of your passsport or a photo of another image.

The photo should be taken direct from your phone in colour.

We will also ask you to record a short video of yourself moving your head and saying some numbers. Our cutting-edge technology will automatically verify your identity.

__Step 3 - Financial assessment__

We need to learn about your income to check whether you qualify for a Nomo account.

We'll need a rough estimation of your total assets which you can tell us by picking the relevant options. Please be as detailed and comprehensive as possible. This information allows us to tailor your banking experience with Nomo.

For regulatory purposes, we need you to list the countries that you hold assets in as well as where you hold your bank accounts.

To help you get the most from Nomo, we will ask for the reason you're opening your account.

__Step 4 - Tax details__

You have to let us know which countries you are a tax resident in. This is usually the country where you live and pay taxes, although you might be considered a tax resident even in jurisdictions where you don't have to pay tax on your income.

We're required to record this to make sure all tax is reported.We will ask you for your unique tax number for every country that you pay tax in. For example, in Kuwait this is the number of your Civil ID card, and in the UK it is your National Insurance number.

__Step 5 - Proof of address__

Some key information from your Kuwaiti Civil ID is required. You will need to take a picture of the front and back of your ID card.

We can’t accept a previously taken picture of your Civil ID, or a photo of another image. You must use your original physical Civil ID when prompted to take a picture.

This should only take minutes, as we have powerful onboarding tools that can verify your details quickly.

Once we have completed the checks, you will then receive an push notification from us welcoming you to Nomo!

Question 29

What are the documents needed to open an account?

Accepted Answer

We will ask you to take a photo of your documents to verify your identity. These are:

- Your passport

- Your Civil ID (for Kuwaiti residents only)

These documents must be valid, so we cannot accept them if they are expired.

Plus, we need a new photo of your original, physical passport or Civil ID. We are unable to accept a picture of a picture of these documents - you must take a new photo of the real documents.

When you take the photos, please make sure that there is no glare and all the details are clear, and that you capture the entire photo page.

[Read our blog about how to correctly scan your passport and Civil ID here.](https://www.nomobank.com/blog/article/how-to-scan-your-passport-and-civil-id-during-your-nomo-application "How to scan your passport and Civil ID ")

By following these guidelines, you can avoid problems with scanning your ID documents, and enjoy a seamless application process!

Question 30

How can I certify a document if I am required to?

Accepted Answer

If you are required to submit a certified document in order to complete your Nomo application, you will need to do the following:

- A lawyer, notary, or barrister listed on Foreign & Commonwealth Office at [www.gov.uk](http://www.gov.uk/)
- [List of Lawyers abroad](https://www.gov.uk/government/collections/list-of-lawyers) or on the UK Law Society [Find a Solicitor](https://www.lawsociety.org.uk/en/public/for-public-visitors/using-a-solicitor/find-a-solicitor)
- An accountant who is a member of a recognised professional body such as ACCA, CPA or ICAEW
- A consulate, embassy or high commission employee of the country of issue (acting in their official capacity

Question 31

Why do you need my ID documents and a video of myself?

Accepted Answer

To verify your identity and to protect you from fraud, we require official government identification and a video of yourself so we know it’s you and that your documents belong to you. This data will be held securely and in accordance with our Privacy Notice.

Question 32

I was trying to open an account but the process was not successful. Why is that?

Accepted Answer

Please get in touch with our Customer Success Team to find out why this may have happened.

Question 33

In what currency can I open an account?

Accepted Answer

You will have access to accounts that can transact in GBP (£) and USD ($).

Question 34

Can I open an account for my child?

Accepted Answer

Nomo accounts are available to customers aged 16 or over.

Question 35

Can I open a joint account?

Accepted Answer

No. We don’t currently offer joint accounts.

Question 36

Are there any account fees?

Accepted Answer

There’s a small fee of £9 per month for Nomo, however this is waived for the first 3 months after onboarding so there’s nothing to worry about to begin with. Alternatively, you can avoid any fees by holding a combined balance of £20,000 (or equivalent) across your accounts in Nomo.

Find out all you need to know about our fees [here](https://www.nomobank.com/fees "Our fees").

Question 37

What documents do I need to provide to verify my identity?

Accepted Answer

The documents you need to verify your identity are:

- Your passport, to verify your identity

- Your Civil ID (for Kuwaiti residents only), as proof of address

These documents must be valid, so we cannot accept them if they are expired.

We need a real-time photo capture of the valid physical passport and identity cards. We are unable to accept a picture of a picture of these documents - you must take a new photo of the real documents.

When you take the photos, please make sure that there is no glare and all the details are clear, and that you capture the entire photo page.

By following the above guidelines, you can avoid problems with scanning your documents, and enjoy a seamless application process!

[Read our blog about how to correctly scan your passport and Civil ID here.](https://www.nomobank.com/blog/article/how-to-scan-your-passport-and-civil-id-during-your-nomo-application "How to scan your passport and Civil ID ")

Question 38

Why am I being asked to submit additional documentation to open an account?

Accepted Answer

In some cases, we are required by law to ask for additional information about your income or address. This is so we can verify your identity before opening your account.

Question 39

My ID is not being captured correctly. What can I do?

Accepted Answer

Make sure the document is fully in the frame and that you are not covering any details. The image should not be blurry or affected by glare or shadows. If you need additional support completing the verification process, please contact us so we can help.

[Read our blog about how to correctly scan your passport and Civil ID here.](https://www.nomobank.com/blog/article/how-to-scan-your-passport-and-civil-id-during-your-nomo-application "How to scan your passport and Civil ID ")

Question 40

What information about myself do I need to submit during my application?

Accepted Answer

We will ask you for the following when you apply for a Nomo account:

- Verification of your passport/identity

- Your address

- Information about your finances

- Your tax obligations

We will also ask you the reason for opening an account, so that we can give you the best experience when banking with Nomo.

Question 41

What information do you need to know about my finances and tax obligations?

Accepted Answer

We will ask you some basic information about your finances, including a rough estimation of your assets, where you hold these assets, and which countries you have bank accounts in. You’ll also need to tell us where you hold tax residency.

We need information about your finances for regulatory reasons.

Question 42

Can I link more than one phone number to the same account?

Accepted Answer

No. You can’t link more than one telephone number to your account.

Question 43

I’m travelling to the UK. Can I have the SMS sent to two different telephone numbers at any time?

Accepted Answer

No. Any communication from us will be sent via the contact details you have registered and verified with us during the application process. This includes your telephone number.

Question 44

Where can I find my bank account details?

Accepted Answer

To find out the details for one of your accounts, sign into the Nomo app, select the account and then Add Money. Please note, details are different for your GBP (£) and USD ($) accounts.

Question 45

What documents can I find in the ‘managing my account’ section on the app?

Accepted Answer

You can find your account statements, our [Terms & Conditions](https://www.nomobank.com/terms-and-conditions), and our [Privacy Notice](https://www.nomobank.com/privacy-notice) in the Profile area of the app.

Question 46

Where can I find my IBAN or account number within the app / website?

Accepted Answer

To find out the IBAN for one of your accounts, sign into the Nomo app, select the account and then Add Money.

Question 47

How do I get a new debit card?

Accepted Answer

Ordering your card is a really easy process from start to finish. Everyone who opens a Nomo account can receive a GBP (£) debit card. After you request your debit card, we’ll ship it to you in the post right away, and you should receive it in a few days.

Question 48

Can I get my debit card sent to an address other than my home address?

Accepted Answer

We can send your card wherever is best for you. Just let us know the most convenient address and we’ll send it there!

Question 49

How long does it take to receive my card?

Accepted Answer

You should receive your card within 3 to 5 working days of ordering your card. If you haven’t please get in touch with our Customer Success Team.

Question 50

How can I make purchases while I’m waiting for my card to arrive?

Accepted Answer

In the Nomo app, go to Card and then select ‘Card details’. You can use these details to spend online straight away.

Question 51

What are the different types of card available?

Accepted Answer

At the moment, we only offer a GBP (£) Mastercard debit card linked to your GBP Current Account. We hope to be launching other types of card soon.

Question 52

How do I activate my card?

Accepted Answer

In the app, go to Card and select ‘Activate card’. Please only do this when you’ve received your physical card. You are required to complete a Chip & PIN transaction before contactless is enabled.

Question 53

What happens if I don't activate my card?

Accepted Answer

If you don’t activate your card, you won’t be able to use your physical card but can still spend online using your card details.

Question 54

Is Nomo compatible with Apple Pay?

Accepted Answer

Apple Pay is now available with Nomo! Find out more about how to set up Apple Pay [here](https://www.nomobank.com/help/apple-pay).

Question 55

Is it safe to use my debit card online?

Accepted Answer

Yes. We work with regulation standards to give Nomo users peace of mind when shopping online. All transaction data in Nomo uses the strictest security standards. Additionally, we use 3DSecure to ensure that the owner of the card is making the transactions.

If you spot a suspicious transaction, immediately go to Card and then Freeze card to stop your card from being used.

Question 56

Is my debit card safe for POS (Point of Sale) transactions?

Accepted Answer

Yes, you can make in-store purchases with complete confidence with Nomo. We use cutting-edge fraud detection technology to let you spending your GBP balance with your debit card. We will always reach out to you to confirm transactions if we detect anything suspicious.

If you spot a suspicious transaction, immediately go to Card and then Freeze card to stop your card from being used.

Question 57

How do I set my debit card PIN?

Accepted Answer

You’ll be asked to set your PIN as part of the application process or when you order Nomo card.

Question 58

How do I change my debit card PIN?

Accepted Answer

You can change your PIN at any time at any ATM.

Question 59

Can I use my debit card abroad? Will I be charged?

Accepted Answer

You can use your card around the world, wherever Mastercard is accepted. Spending in the UK or in GBP (£) is free of charge. Spending in other currencies will involve a currency conversion and a 2.5% fee.

Non-UK ATM withdrawals will incur a 2.5% charge + 0.5% cash fee, both applicable to the total value withdrawn.

Question 60

What happens if I forget my debit card PIN?

Accepted Answer

You can get a PIN reminder in the Nomo app. Go to Card and then select ‘PIN reminder’.

Question 61

What should I do if I lose my debit card?

Accepted Answer

Open the Nomo app and go to Card and select ‘Replace card’. Check your most recent transactions and if you see any transactions you don’t recognise, please contact us immediately.

Question 62

What should I do if my debit card gets blocked?

Accepted Answer

If your card is blocked, open the Nomo app, go to Card and then check if ‘Unfreeze card’ is displayed. If it’s not, please contact us for help.

Question 63

Do I have to use my PIN to make payments?

Accepted Answer

Not necessarily. You can make contactless, Chip & PIN and Magstripe transactions. Please check our limits section to learn more about limits.

Question 64

What happens if I change the phone number linked to my debit card?

Accepted Answer

If you need to change the phone number linked to your card, please contact us. If you don’t get in touch, you may not be able to make transactions.

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