Alaan is committed to providing a secure and efficient financial experience while meeting applicable regulatory requirements. To achieve this, we may occasionally request additional information about your business, identity or transactions.
Scope of Information
Depending on the nature of the request, we may ask for:
The nature of your business: What kind of business do you operate (e.g., retail, consulting, e-commerce)?
Your geographic locations and markets: Where are you located, and who are your typical customers?
The types of goods or services involved: What do you sell or purchase?
Business and identity documents: Information about your company's ownership or identification documents for individuals associated with your business.
Transaction details and supporting documents: Clarification about card payments, cash withdrawals or transfers, including their business purpose, invoices or other supporting documents.
Alaan takes his customers' information seriously. Your details are confidential and only used to keep your account secure, improve our service, and comply with regulations.
Understanding your business activity
Know Your Business (KYB) verification: This is a standard regulatory process that helps us understand your business, its ownership and activities.
Fraud checks: We monitor transactions to identify unusual or potentially unauthorised activity that could put your account at risk.
Compliance requirements: We may request information to ensure your account and transactions meet applicable regulatory requirements.
Providing better service: Understanding your business activities and spending patterns helps us provide relevant support and address your questions more efficiently.
Protecting you against potential fraud
We monitor card transactions to help identify suspicious activity, including potentially unauthorised payments.
If a card transaction requires verification, you may receive an email from Alaan asking you to confirm whether you recognise and authorised the transaction. You can reply directly to the email with your confirmation.
You'll also receive a call from Cupola Teleservices, our verification partner, to help complete the verification. During the call, you may be asked to confirm certain details to verify your identity first.
As a precaution, your card may be temporarily frozen while the transaction is being verified. Once verification is completed, we'll take the necessary steps based on the outcome.
These checks help protect your card and prevent unauthorised transactions.
How do we reach out to you?
For your assurance, we lay out below the methods used to reach out to you in these situations:
Email: We will send requests using official Alaan email addresses, including:
@alaanpay.com
@alaan.com
Phone: You may receive calls from the following caller IDs:
AlaanPay Technology FZCO
Cupola Teleservices: To perform fraud checks on transactions made by cardholders
For your security: We will never ask you to share your OTP, PIN, CVV or full card number during a verification call.
If you're unsure about a request you've received or need assistance, contact us at [email protected].