Frequently Asked Questions

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What is Al Etihad Credit Bureau?

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Al Etihad Credit Bureau is a Public Joint Stock Company wholly owned by the Federal Government. As per UAE Federal Law No. (6) of 2010 on Credit Information, the company is mandated to regularly collect, store, analyze and use credit information from financial and non-financial institutions in the UAE. Al Etihad Credit Bureau uses credit information to calculate Credit Scores and produce Credit Reports for individuals and companies in the UAE.

What is a Credit Report?

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Your Credit Report is a document that includes your personal details, all your credit facilities, your payment history and bounced cheques information.

To obtain your Credit Report visit https://aecb.gov.ae/credit-report or download the AECB app available in the App Store and Google Play:
App Store: https://apple.co/2DeJQPu
GooglePlay: https://play.google.com/store/apps/details?id=com.aecb.app&hl=en

What is a Credit Score?

The Credit Score is a three-digit number that predicts the likelihood of an individual or a company to miss payments in the next 12 months.
This Credit Score ranges from 300 to 900 and the higher your score the lower the level of risk. Your score is generated using statistical models that factor multiple data points from your credit profile.
To obtain your Credit Score visit https://www.aecb.gov.ae/credit-score or download the AECB app available in the App Store and Google Play:
App Store: https://apple.co/2DeJQPu
Google Play: https://play.google.com/store/apps/details?id=com.aecb.app&hl=en

Who provides Information to Al Etihad Credit Bureau?

Financial Institutions such as banks, finance companies and insurance companies, non-financial companies such as telecom operators and large conglomerates and government entities such as water and electricity providers and courts. We also regularly assess the value of additional credit information sources and add them in accordance with applicable laws and regulations.

How can I obtain my individual Credit Report and Credit Score?

To obtain your Credit Report and Credit Score visit https://aecb.gov.ae or download the AECB app available in the App Store and Google Play.
App Store: https://apple.co/2DeJQPu
Google Play: https://play.google.com/store/apps/details?id=com.aecb.app&hl=en

Can I ask someone to obtain my Credit Report or Credit Score on my behalf

The easiest way to access your Credit Report and Credit Score is by downloading AECB App or visiting our website. If, however, you would still like to have someone obtain credit report or credit score on your behalf then it is possible through a delegation letter (can be accessed here) or a notarized Power of Attorney authorizing the individual to access obtain your Credit Report/ Score.

Is my consent required for a user to view my credit report?

Federal Law No. (6) of 2010 on Credit Information requires that any entity accessing your credit report must have your written consent in advance.

How can we obtain our company’s Credit Report and Credit Score?

To get your company’s Credit Report and Score, ask any authorized person to send an email to reportrequest@aecb.gov.ae attaching a copy of company’s valid Trade License and the signed Company Request Letter (Colored copy) printed on a company letterhead. To download the form, click on the below link:
https://aecb.gov.ae/sites/default/files/2020-04/Companies%20Request%20Letter-20200419.pdf
The name of the person signing the letter must be an individual listed in the Trade License as either the manager/owner/partner and the signature must be verified (stamped and signed) by a UAE licensed Bank. For more information visit https://aecb.gov.ae/credit-report

What are the different products that AECB provide?

Direct Customers can buy any of the following products:

There are additional products that are available for subscribers. For more information, you may reach out to the client engagement team on subscriptions@aecb.gov.ae

What is the price of a Credit Report/Score?

The Credit Report with Score for individuals is AED 105 including VAT and for companies is AED 231 including VAT. You may see further pricing details by accessing the pricing section available in the download section of our website: https://aecb.gov.ae/knowledge-centre/#Downloads
Direct link: https://aecb.gov.ae/sites/default/files/2019-10/Pricing%20Table%20-%20Poster.pdf

How will I benefit from my Credit Report and Credit Scores?

Your monthly payments history contributes to your financial footprint and knowing this information can help you control your finances.
This information is included in your Credit Report and constitutes your credit profile that banks, finance companies, telecom operators, government entities and other service providers use to assess your eligibility for better pricing and services.
So maintaining a good credit history and credit score can open the door to more financial opportunities and easier access to future credit facilities with beneficial rates.

What information is included in a Credit Report?

The Credit Report reflects your credit history over the past five years. It includes your personal identity information, total credit/service exposure, amounts overdue, defaults, bounced cheques and your monthly payment patterns. The report will include information on your credit cards limits and utilization, your personal loans and credit facilities balances, service payment history with telecom operators and water and electricity providers. The report may also include additional credit information sourced from additional sources such as courts, governments entities, B2B users, etc.

How many years of credit history does the Credit Report cover?

2-year payment history on each active/closed credit facility and service and 5-year history of all bounced cheques.

How does AECB calculate Credit Score?

The Credit Score is calculated using a complex algorithm based on modern predictive analytics methodologies commonly used in multiple global credit bureaus and banks and takes into account the vast information available in your credit profile and compares it to credit history and behavior of all individuals or companies in the UAE.

How can I improve my Credit Score?

While a Credit Score is calculated using complex algorithms taking multiple attributes from your credit profile into consideration, certain credit behaviors can help in improving your Credit Score such as:

Why is my Credit Score not showing a number?

In order to calculate a Credit Score, we require a minimum period of credit history and some additional conditions. Some of the most common reasons why you do not get a credit score are:

How can I fix incorrect information appearing on my Credit Report?

Information in your Credit Report is provided by the Information Providers.
If you believe the information in your report is incorrect, please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a data correction request.

Where Can I find the Information Provider details?

You can identify the Information Provider through the Provider Code section, that appears next to each information in the Credit Report. The Information Providers contact details can be found in the last section of the Credit Report which includes a list of symbols at to identify the provider of the information.

Do I need to submit any documents to AECB to update my information?

No individual or company is required to submit any information. Al Etihad Credit Bureau collects the information directly from the Information Providers as per its mandate under the Federal Credit Information Law (6) of 2010 and its updates.

What shall I do if the information provider rejected to correct information?

In case of such disagreement between individual/company and information provider, please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a data correction dispute.

How do I know if my request to correct information has been reflected in my credit report?

If you have raised a data correction request through the AECB Contact Centre then you will receive an email update as soon as the data is updated. Otherwise you will have to contact your Information Provider or purchase the Credit Report.
Kindly note that Central Bank of the UAE requires banks to correct or update credit information in 5 working days and AECB has provided all banks with the tools to make these changes in real time.

Does Al Etihad Credit Bureau review or approve my loan, credit card or postpaid mobile service or device purchase application?

Al Etihad Credit Bureau (AECB) does not play any role in reviewing, assessing or approving your application for credit facilities or products and services. The information in your Credit Report is used by banks, finance companies telecommunication operators, water and electricity providers, courts, government entities, etc to support them in making their own decision to disburse credit facilities or provide products or services.

Can I visit Al Etihad Credit Bureau to discuss issues relating to my Credit Report?

We have extensive information on our website on Al Etihad Credit Bureau, our products and frequently asked question. We have also made all our products available to be electronically purchased through AECB website and mobile apps.
If you believe you still cannot get to the information you are after, you may visit our Customer Experience Centers in Abu Dhabi or Dubai.
For more details on locations please visit the About section on our website https://aecb.gov.ae/about#Locations.

Can I call Al Etihad Credit Bureau to enquire about issues relating to my Credit Report?

We have extensive information on our website on Al Etihad Credit bureau, our products and frequently asked question. We have also made all our products available to be electronically purchased through AECB website and mobile apps.
If you believe you still would like to talk to a customer experience officer, you may call our Contact Center on 800-BUREAU (800-287328) Sundays to Thursdays from 8am to 4:00pm.

How long does it take to receive the Credit Report after my purchase?

You will receive your Credit Report and/or Credit Score within a few minutes on your registered email.
If you were charged but did not receive your Credit Report or Credit Score, please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a service request.

How can I obtain my Credit Report/ Score if I live outside the UAE?

You can obtain your Credit Report and Credit Score through our website https://aecb.gov.ae or by downloading the AECB app available in App Store and Google Play. You will need to have your Emirates ID, passport and registered mobile phone with you to complete the purchase process.
App Store: https://apple.co/2DeJQPu
Google Play: "https://play.google.com/store/apps/details?id=com.aecb.app&hl=en

How can I access my purchased Credit Reports and Credit Scores?

Your Credit Report and Score will always be sent to your registered email ID. However, you can access all previously purchased Credit Reports and Credit Scores through the AECB app or by logging in to the AECB website and viewing the Purchase History section.

What does Left Country status mean in the Credit Report?

The information provider reports this status in case they have reason to believe that the individual has left the UAE. This status could be flagged whether or not an individual has an overdue amount.
If you believe this flag has been wrongly reported, please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a data correction request.

Is it possible to remove a default, missed payment or bounced cheque from my Credit Report after settling the required payment?

Your credit report is not only a compilation of your credit history but also a reflection your behavior towards payment obligations. Defaults, missed payments and bounced cheques will always appear in your Credit Report up to a period of 5 years.

Do Telcom operators use the Credit Report or Credit Score to assess my application for services or purchases?

Telecom operators use information in your Credit Report and Credit Score to assess your creditworthiness ahead of making their decision to provide you with postpaid phone services or device purchases on installment basis.

What is the password used to open my emailed Credit Report?

Please follow the instructions mentioned in the email that contains your Credit Report in order to be able to open the file.
If you are having difficulties, please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a service request.

Why do I have to pay to obtain my Credit Report or Credit Score?

Al Etihad Credit Bureau prices its products in line with the products and price list that is approved by the UAE Cabinet.
For the currently applicable price list, please visit this link https://aecb.gov.ae/sites/default/files/2019-10/Pricing%20Table%20-%20Poster.pdf

What payment methods are accepted to purchase AECB products?

Al Etihad Credit Bureau accepts credit cards, debit cards, E-Dirham cards and soon mobile payment methods such as Apple Pay and Google Pay.

If I do not have any credit facilities or services, or am new to the UAE with no credit history, what will show in my credit report?

A Credit Report will show your active and closed credit facilities and services. If you do not have any credit facilities or services, or new to the UAE, then you will receive a Credit Report that includes your personal information only.

How often do information providers submit data to AECB?

Information providers submit updated data to AECB on a daily basis. For non-banking sector, data is submitted on a monthly basis due to its static nature.

Can I ask for a company stamp to be added to my Credit Report?

AECB Credit Reports and Credit Scores are electronic and does not require stamps or signatures.
If you would like to share your Credit Report or Credit Score with an external entity in or outside the UAE, then you can send an authenticated report to the external entity email address when buying the report through the AECB mobile app.
You can download the mobile app here:
App Store: https://apple.co/2DeJQPu Google Play: https://play.google.com/store/apps/details?id=com.aecb.app&hl=en

How can a company subscribe to avail AECB systems and products?

For any requests related to subscriptions, please send an email to Subscriptions@aecb.gov.ae and our team will respond accordingly.

How will the joint credit facility appear in the Credit Report?

Joint credit facilities will appear on the individual credit report of both individuals.

How does a payment delay or default appear in the Credit Report?

Each credit facility in the credit report will show a color-coded 24-month history indicating whether the payment was made on time or delayed. If the payment for a particular month was paid more than 90 days after the due date, the box will be shaded red. If the payment for a particular month was paid with a delay up to 90 days after the due date, the box will be shaded yellow. If the payment for a particular month was paid on or before the due date, the box will be shaded green.

Should the historical information disappear once new data is updated in my report? e.g. address, employment.

The personal historical information like addresses and previous employment records remains in the credit report even after a submission of new record. The old records will appear under the historical heading of the personal information.

How can I obtain my Credit Report and Credit Score if I am a resident in the UAE but do not hold an Emirates ID?

If you are a resident of UAE but do not have and Emirates ID, please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a service request.

Does credit facility guarantor information appear in the Credit Report?

Guarantor's information appears against each credit facility in the credit report as mandated by the Central Bank of the UAE regulations.

Do credit facilities taken outside UAE show in the AECB Credit Report?

AECB collects data from UAE-based information providers. However, and as and when laws and regulations permit, AECB will add foreign credit data whenever possible.

How can I get assistance with issues I am facing regarding online payments?

Please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a service request.

How can I get assistance with my login password which is not working?

Please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a service request.

Why is my credit/debit card charged an amount for verification when I add a new payment method on the app?

A nominal amount is charged to your card in order to refer to it when confirming the addition of a new payment card on the app. This amount is only a pre-authorization which is not billable and is usually automatically released within two weeks.

Why am I getting an error when entering the CVC number of the Credit Card to complete the online purchase via the website?

This is most likely an issue related to the card issuer. If you are still facing problems after verifying with your card issuer, please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a service request.

Why was the price of the Credit Report or Credit Score charged to my credit/debit card but I am still waiting to receive the report/score?

Usually the purchased Credit Report or Credit Score is sent to registered email within minutes. However, sometimes an instance may occur where the system will automatically prevent the email form being sent for technical reasons. In this case please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a service request.

How soon will I receive a response once a ticket is registered through the Contact Center?

Once the service request is registered you will receive a response from our Contact Centre within 5 working days.

Why is the payment page not loading on the AECB website?

This is most of the times an error related to the browser. You can download the AECB mobile app and try obtaining your credit report and score via mobile device. If the problem still persists on the website and you would like to provide feedback, please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a service request.

Why am I unable to register on the AECB website?

This is most of the times an error related to the browser. You can download the AECB mobile app and try obtaining your Credit Report and Score via mobile device. If the problem still persists on the website and you would like to provide feedback, please call our Contact Center on 800-BUREAU (800-287328) and have the relevant information ready in order to register a service request.