FAQ



Quick guide:



About Noor Connect

What is Noor Connect?

Noor Connect is a fully integrated end-to-end online banking service provided by Noor Islamic Bank ('NIB') to Corporate and SME entities (the 'Customer'), designed to provide the maximum benefits that the Internet can offer to customers' business today

What are the key benefits?

The key benefits are:

  • Secure and paper-less transmission of transaction requests
  • Accessible from anywhere in the world
  • Up-to-date real time account information
  • Near instant response on transactions submitted

Many more benefits are available to the Customer by using Noor Connect – please contact your relationship manager to find out more or alternatively send your enquiries to

At what times of the day can I use Noor Connect?

Noor Connect can be accessed 24 hours a day, 7 days a week and 365 days a year. Occasionally the service may be unavailable due to essential maintenance or upgrades and will be restored as soon as possible.

What are the eligibility criteria to access Noor Connect?

The following are eligibility criteria:

  • The Customer has completed all the account opening requirements by NIB
  • The Customer has at least one account with NIB
  • The Customer has completed the Noor Connect registration form
  • The Customer has agreed to the legal terms and conditions
  • The Customer has requested access for its authorized users

Where can I access Noor Connect?

Noor Connect can be accessed from anywhere in the world provided:

  • A secure internet connection is available to the authorized user
  • The browser can handle traffic with 128-bit SSL encryption
  • The Secure ID Key is present with the authorized user

What are the minimum technical requirements?

The Customers must have access to certified Internet Explorer 6 or above installed on their computer to access Noor Connect

What is the recommended browser configuration for Noor Connect?

For optimal viewing, the browser should have a display configuration of 1024 x 768 pixels
The Noor Connect domain https://www.noorinternetbanking.com should be added as a trusted website
The browser should allow pop-ups from https://www.noorinternetbanking.com

How do I obtain more information about Noor Connect?

Existing Noor Islamic Bank Corporate customers should contact their Relationship Manager (RM) or call the Corporate Service Unit (CSU) at 600-549999 during business hours to obtain more information on how to register for the service.

Potential customers should contact us at and our Corporate Sales Team will be in touch.


Registration

How do I register for Noor Connect?

You can download the application forms from the download centre or call your RM who will be able to assist you in completing the registration forms. Please also see the eligibility criteria

Which accounts can I register?

You need at least one corporate account with Noor Islamic Bank to register. All Customer accounts can be linked to Noor Connect and perform transactions.

What are the security controls in place?

The customer is required to nominate designated users to access Noor Connect for viewing capability.

For transactions capability, the customer is required to nominate users as Initiators or Approvers for the purpose of initiating transactions on Noor Connect. Each transaction requires minimum of two individuals from the customer to complete.

Authorization access on is only granted to approved individuals as per the company formation document(s) and account operating instructions including approval limits and authorization workflow.

What is an 'Initiator'?

An Initiator is a user who can initiate transaction on Noor Connect which will need to be authorized by the Approver(s) before being submitted to Noor Islamic Bank for processing.

What is an 'Approver'?

An Approver is a user who can authorize a transaction to be processed by Noor Connect. Once the authorizer has authorized the transaction, the request will be processed based on the value date communicated in the transaction.

How many authorized users can I register using Noor Connect?

There is no limit on number of initiators a Customer can request.

The number of authorizers depends on the customer relationship level and as per existing account mandate with NIB.

How many authorizers are required to approve a transaction for processing?

This depends on Customer preferences and as per account mandate with NIB. Noor Connect can support sole or multiple authorizations with different limits for all transactions requested from the service.


Transactions

What type of transactions can I perform on Noor Connect?

You can perform the following transactions:

  • Funds Transfer
  • Within own accounts
  • Within Noor Islamic Bank
  • Local Payments in UAE
  • International Payments
  • WPS payments
  • UAE FTS payments
  • Customized bulk payments

Financial Instruments

  • Manager's Cheque Issuance
  • Demand Draft Issuance
  • Customer Cheques

Documentary Credit

  • LC Issuance
  • LC Amendments

Guarantees

  • Local Guarantees Issuance
  • Local Guarantees Amendments
  • Shipping Guarantees Issuance

Noor Connect will be updated regularly to expand the transaction capabilities available to our customers.

How do I submit a transaction for processing to NIB?

A transaction needs to be initiated by an initiator within the Customer setup. The transaction then needs to be authorized by sole/multiple authorizers, using the Secure ID Key code, as per setup requirements. After authorization, the transaction is received and processed.

Can I authorize multiple transactions?

Yes – an authorizer can select multiple transactions and authorize all the selected transactions by entering the Secure ID Key once.

What is the cut-off time for transactions?

Transactions received before the cut-off times are processed on the same business day. Payments approved after the cut-off are processed on the next business day.

The current transaction cut-off times are below:

Transfer Type Cut-off
WPS Payments 11:30am
FTS Payments 11:30am
International Payments 1:30pm
Manager's Cheque 1:30pm
Demand Drafts 1:30pm
Transfers within NIB 3:30pm
Transfer within Own accounts 3:30pm

I am frequently travelling to different time zones. How do I know that I have exceeded the cut-off time?

The Noor Connect server time is provided on each page inside Noor Connect for user convenience.

What are the daily limits for transactions?

The daily transaction limits are agreed beforehand with the customer and introduced at the Noor Connect application process. The limits can be defined at corporate level, individual authorizer level and product level.

Individual authorizer limits are subject to the account operating instructions received at the time of account opening.

Please contact your RM for more information on how the limits are set prior to completing the application form.

Can I authorize a payment on a non-working day?

Yes – it will be held in Noor Connect and processed on the next business day.

What exchange rate is applied to my transactions?

The indicative exchange rate is shown prior to the transaction is initiated. Special exchange rates can also be pre-arranged. Please contact your RM for more details.

Can I do transactions for a future value date?

Yes – it will be held in Noor Connect and processed on the value date provided it is a business day. Incase of a non-business day, the transaction will automatically be processed on the next business day.

Can I cancel a transaction after authorization?

Future value dated transactions can be retrieved and deleted one day before the value date by the authorizer.

The customer can request a 'cancel transaction' for any authorized transaction for the current value date through RM which will be entertained on best effort basis and may incur charges.

How do I know that the transaction is processed?

You may check the transaction status through Enquiries which will provide the updated status.

Once the transaction is processed, the account balance is updated. The user can view the account balance to confirm transaction processing.

I think I have a missing transaction. What do I do?

Please check the transaction status on the summary screen of each payment type by selecting the status or the payment amount. If the transaction is not appearing through any of the status, then the payment has not been initiated.

What do I do if my transaction is not processed?

Please check the transaction status using the ‘Enquiries’ option which will confirm the transaction status and reject reason.

The customer can then re-initiate the same transaction or enter a fresh payment provided the reject reason provided has been addressed.


On-line Reports and Statements

Can I print or download my statement?

Yes – online statements are available in excel and acrobat formats for user to view, print and download.

How far back can I review my account transactions?

The transactions can be reviewed for one full year.

How do I dispute a transaction?

Please contact your RM for further assistance or send an email to

I have just accessed my on-line statement and there is nothing to view.

There are no transactions to view for the selected parameters. Please modify your search criteria and submit the query again.

I am unable to download any report. Do I need to change any settings?

Please ensure that one or both settings are in place:

1. Click on Tools > Internet Options > Security (tab) > Custom Level
A new window will open. Scroll down to 'Downloads'
Option 'Automatic Prompting for the Downloads' - choose Enable (screenshots attached)

2. Click on Tools > Internet Options > Security (tab) > Trusted Sites and then click on Sites
A new window will open.
Enter https://www.noorinternetbanking.com and choose 'Add'


Data Management

Can I add beneficiaries for funds transfers and trade services?

Yes – you are able to add beneficiaries for funds transfer and trade services and use them at the time of submitting a transaction for processing.

Can I add clauses to my trade services transactions?

Yes – you are able to add clauses and use them for trade services transactions.


Maintenance

How do I add a new 'initiator'?

Please complete the appropriate request form(s) and submit to NIB. Once the request is completed, the new initiator will receive a Welcome Pack and will need to self-register.

How do I add a new 'authorizer'?

Please note that the new authorizer needs to be added to the account mandate prior to giving access to Noor Connect. Once the account mandate is updated, please complete the appropriate request form(s) and submit to NIB. Once the request is completed, the new initiator will receive a Welcome Pack and will need to self-register.

How do I add a new account to Noor Connect?

Please complete the page titled 'Noor Connect Application Form' and provide the new account number to be added.

How do I modify the limits for an initiator?

Please complete the 'Authorized Users Management Form' and submit to NIB. Once the request is completed, the limits will be automatically updated in the Customer setup.

How do I modify the limits for an authorizer?

Please note that the new authorizer limits will be verified against the account mandate prior to update. For increasing the limit above the account mandate, relevant documentation will be required to modify the limits on the account itself.

After the account mandate is updated, please complete the 'Authorized Users Management Form' and submit to NIB. Once the request is completed, the limits will be automatically updated in the Customer setup.

Can I change my Password?

You can change your password using the 'Password Change' option under quick links.

What should I do if I my Secure ID Key is lost or stolen?

Please contact Noor Islamic Bank immediately on 600-54999 or 800-6667 any time of the day to block the Secure ID Key. You will be asked to identify yourself by answering verification questions. Once the verification is complete, your Secure ID Key will be instantly blocked.

How do I replace my Secure ID Key?

Please complete the 'Secure ID Key Request' form and submit to Noor Islamic Bank for processing. Once the request is processed, the user will be sent a new Secure ID Key.

Kindly note that 'Acknowledgement Form' has to be signed by the appropriate authorizer(s) of the Customer before the device is activated.

Where do I obtain the forms for any maintenance request?

Please visit the 'Download Centre' on www.noorbank.com where you can access the Noor Connect application form. You may only print the relevant form for maintenance and submit to Noor Islamic Bank for processing.


Security

Is my account information safe with Noor Connect?

Yes – your account information is extremely safe with Noor Connect. Only authorized users will be able to login and access account related information.

What user security features are implemented on Noor Connect?

We use extremely secure 'dual authentication' method of authenticating a user. A user must enter the correct combination of user Password (confidential) and the random 6-digit Secure ID Key code to access Noor Connect. The 6-digit Secure ID Key code changes every minute and impossible to predict.

There is a session time-out on Noor Connect for added security where the user is automatically logged out after 3 minutes of inactivity. The user may re-login and start a new session on Noor Connect.

Are there any additional precautions I can take to keep my information private?

Please follow the below recommendations as additional precautions:

  • Please do not write down or share your Password with anyone
  • Please keep your Secure ID Key with you at all times or locked in a secure place
  • Please check your surroundings when entering your Password
  • Please ensure you do not leave your computer un-locked when not using Noor Connect

What encryption method is used by the bank?

We use state-of-the-art 128-bit SSL encryption, which has proven to be highly secure. With this level of security, customer data and transaction details are far too difficult (if possible at all) to 'steal' and do not pose a significant risk to customer confidentiality.

I use a Local Area Network / operate a corporate firewall. Can I use Noor Connect?

You can access Noor Connect from a Local Area Network and behinf the Firewall provided your Network Administrator allows browsing to Noor Connect.

Can I access the service from more than one computer?

You can access Noor Connect from any computer. However, only one secure session is allowed per user i.e. you cannot have two login sessions for your user on Noor Connect for security reason.

Any important security notice I should be aware of?

Please read the following security notice very carefully:

'Noor Islamic Bank will never ask you for any personal information other than your User ID when contacting you for any queries regarding Noor Connect.

In case you receive any e-mail appearing to be sent by NIB, requesting you to reply with your user ID, Password or any other confidential information, for ANY purpose, or update your personal data including your user ID, Password or any other confidential information by visiting a website outside Noor Connect domain, please DO NOT RESPOND.'


Fees and Charges

What are the fees and charges related to Noor Connect service?

There are charges related to Noor Connect setup and standard transaction charges.

Please contact your RM who will be able to provide you more details regarding fees and charges.


Login Problems

I am unable to login to Noor Connect. What shall I do?

Please send an email to specifying the error message displayed and the support team will resolve your problem on priority.

When I enter the website, I see a blank page. What shall I do?

Currently we support Internet Explorer 6 or above only so please login from a supported browser.

I am not able to set the desired password. What shall I do?

Noor Islamic Bank implements a strong password policy, designed to avoid misuse or unauthorized access to your account. The password policy consists of following guidelines:

  • Password should be within the range of 8 - 20 characters.
  • Password should be case-sensitive.
  • Password should contain at least 1 Capital alphabet(s) e.g. T
  • Password should contain Minimum 1 number(s).
  • Password should not be same as the user ID.
  • Password can contain special characters.
  • Password should not contain same characters e.g. 11, 22, aa, bb, @@.
  • Password should not contain more than 1 consecutive character in ascending or descending order e.g. ab, ba, 12, 21

When I try to login, I see an error message 'Please enter a valid user ID or password'. What shall I do?

The error occurs when the userID and password details do not match with the credentials in the authentication server. Kindly take extra care in entering the details ensuring the leading or trailing spaces are not entered, the caps lock button is not ON and the keyboard is setup correctly for special characters.

If the problem persists then please send an email to providing your Name and UserID for further investigation and resolution.

When I try to login, I see an error message 'RSA authentication failed'. What shall I do?

The error occurs when the secure ID Key code does not match with the credentials in the authentication server.

The 6-digit code changes every minute and can only be used one time. Kindly wait for the 6-digit code to change before trying again, taking extra care in ensuring that the time validity indicator is showing 4 bars on the left side of the device screen.

If the problem persists, Please send an email to providing your Name and UserID. Our technical team will investigate and may get in touch with you on the mobile number provided on Noor Connect application form to assist you further.

When I try to login, I see an error message 'User already logged in'. What shall I do?

The error occurs when the logout is not secure e.g. the browser is closed without clicking the Logout button. Please wait for 5 minutes before trying again to login so the system can automatically logout the user.

If the problem persists, Please send an email to providing your Name and UserID for further investigation.


Online Help

Is online help available?

The users have access to details help section within Noor Connect. Please refer to the pages to learn more about completing and submitting the transaction requests.

How do I contact Noor Islamic Bank for more assistance?

If the help pages do not answer your query or for any feedback, please send an email to where your query will be answered on priority basis.

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