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User Protection

Biometric/fingerprint verification is one of the CITC requirements that will link the customer’s fingerprint with all telecom services.
Calling service suspension started from Thursday 21st of July for all unregistered lines (postpaid – prepaid – data) for two weeks, then the entire service will be disconnected. Service can be reconnected as long as subscriber registers the line within 90 days of disconnection.
Subscribers can keep their numbers for 104 days starting from the 21st of July, as long as they register their fingerprint.

 

Biometric/fingerprint verification is compulsory in each of the following cases:

-    If you’re an existing or a new Zain customer
-    SIM replacement
-    Ownership change
-    Customer verification & profile update for existing Prepaid, Postpaid and Data customers
-    Customers migrating from other operators to Zain

Requirement to update your fingerprint:

-   Personal ID (National ID/Iqama/ Passport ) .
-   Please visit in person your nearest Zain store. Click here to locate the nearest shop, or send “shops” to 959.
-   Or you can register your fingerprint through “Absher” website: https://www.moi.gov.sa .
-   Please be informed biometric/fingerprint verification on any of your lines is a free service without any fees.

- What is the biometric/fingerprint verification?
According to the government (CITC) directives/requirements, all current and future Telecom services users are required to have the biometric/fingerprint verification done.

- How does the biometric/fingerprint verification work?
Customers will be required to provide their fingerprints when they visit any Zain Store/point-of-sales and before continuation and/or activation of any Telecom service.

- What are the consequences of not doing the biometric/fingerprint verification?
All Telecom services for customers who do not do their biometric/fingerprint verification, will be cancelled.

- Is it possible to update the fingerprint without visiting the stores?
Yes you can through “Absher” website: https://www.moi.gov.sa

- Who is required to provide biometric/fingerprint verification?
All Saudis & Expatriate nationalities, Current & New customers, Residents or Visitors of the Kingdom of Saudi Arabia and Yemeni’s with visitors ID.

- What are the required documents for biometric/fingerprint?
National ID for Saudis, Iqama for Non-Saudis and Entry or Temporary Visa for Visitors.

- How do I know if my biometric/fingerprint verification failed?
Sales agent will confirm the verification status.

- What is the procedure for customers currently outside the kingdom of Saudi Arabia?
Biometric/fingerprint verification is required to all customers without exceptions.

- What should I do if my ID is expired?
Unfortunately, we will not be able to serve customers with expired ID.

-   Can Zain subscribers authorize another person to submit their finger prints? 
No, Customers must show up in-pers-   Can Zain subscribers authorize another person to submit their finger prints? on to provide biometric/fingerprint verification at Zain store/point-of-sales, or through “Absher” website: https://www.moi.gov.sa

- What is the procedure for customers currently outside the kingdom of Saudi Arabia?
Biometric/fingerprint verification is required to all customers without exceptions.

- Is there any fees for biometric/fingerprint verification?
Biometric/fingerprint verification is a free service, without any fees.

 

 

Dear Customer,

For any inquiries or complaints, please do not hesitate to contact us through:

Process of handling inquiries and complaints

  • Customer will receive a reference number with expected time to resolve the complaint via SMS.
  • Customer will be able to escalate the case within 2 working days after receiving Zain feedback.
  • Upon resolution, Customer will be notified via SMS or Email regarding   the ticket closure and the clarified resolution.

Line Validity  

In order to avoid line disconnection, the customer will have to do one of the following transactions 
at least once every 90 days: 
-   Placing calls
-   Sending SMS
-   Browsing the internet
-   Recharging with any amount
If the customer did not make one of the above transactions within the 90 days period, the line will be receiving calls only, and must be recharge within the period of 30 days to avoid termination.  
Validity rules apply on prepaid lines except Noor. 
Available recharge amounts through channels:

Vouchers & E-Vouchers (SAR) 5 10 20 50 100
SADAD & Online top ups (SAR) 5<

Each prepaid customer has 10 invalid tries to recharge the account, then the recharging will be blocked and the customers will have to call 959 to unblock the service. 
Customers who port in from other operators to Zain prepaid lines, and customers who migrated from postpaid to prepaid will not get initial balance, and should recharge with the available amounts in order to enjoy Zain services. 
In case of migrating from prepaid to postpaid, the customer will lose the balance on his/her prepaid line. 

Now you can check the numbers registered under your ID/Iqama by sending an empty SMS to 700123

For more information, please visit the nearest Zain shop or call 959 

-To block all advertisement SMS, kindly send Stop to 705000

-To block a SMS from a specific advertisement sender, simply send: stop –space- sender name to 705000

-To activate or continue receiving the advertisement SMS, send “Start” to 705000

-For more details on the regulation for reduction of SPAM, please visit CITC website

To avoid any additional data charges, please note that your internet pay as you go service outside your data package or benefits has been stopped.
 
You can enable the internet pay as you go service again by sending ED to 959
 
For more information about our internet packages, send Data to 959