FAQ

As a company and as a community, we are always adapting and innovating to build a brighter future. Our primary intention is to provide enhanced customer experience. This change is part of that journey. As we evolve our service and enter a new phase in our journey, we want to provide you the best and most convenient money transfer experience.

Your safety is our top priority. If you have any concerns and want to check that it’s really LuLu Exchange you’re communicating with, feel free to connect with our support team @+965 99352709 or email us at lulumoney@kw.luluexchange.com

LuLu Money is an Online platform for remittance and payments by LuLu Exchange, that allows customers to make domestic and cross border transactions anytime, anywhere. LuLu Money promises you competitive exchange rates, quick processing, enhanced security and a friendly customer experience team. Find our mobile app – LuLu Money in the App store and Google play store and download the app to experience our exceptional services at your fingertip. You can also visit our website www.lulumoney.com to know more about our services.

Yes. LuLu Money is the digital platform provided by LuLu Exchange. LuLu Money mobile app offers extensive financial services online. At the same time you can use the same financial services at LuLu exchange houses also.

• Powered by most trusted LuLu Financial group, having over 10 years of experience in payment and financial services.
• 50+ correspondent banking partners in more than 30 countries across the globe
• Great exchange rates and offers
• Round the clock customer support team
• Most safe and secure platform offers high degree of user data security
• Stay updated Push, Email and SMS notification
• Build with intuitive user interface

Go to App Store or Google Play Store and search for LuLu Money

LuLu Money provides various discounts and promotional offers. The code can be used to avail the discount. Enter the code in the ‘Promo Code’ field to avail the benefits.

Promo code usually has an expiry period, the duration of which is decided by LuLu Money. In most cases, the promo code has either expired or no longer valid; you will get an error message. For further assistance contact our customer experience team.

• Click on “Forgot PIN” in the login page
• Enter your registered Mobile number
• OTP will be issued to your registered mobile number
• Enter the OTP and Click on submit

You can enter and save a PIN of your choice. Please note PIN 4 digits. Use biometric for a more secure login

• Login to your account
• Go to more Menu
• Click on Change PINr
• Enter old PIN and new PIN
• Click on Save

Exchange rates are volatile and change several times in a day. Rate alert helps to keep you updated when the rate reaches your expected amount. Click the ‘Set Alert’ button in the rate calculator to set the preferred exchange rate. Enter your Name, Email ID, Mobile number and preferred rate. Set alert type as Email/SMS/Push Notification and click on ‘Set Alert’. An Email/SMS/Push Notification will be triggered once the exchange rate touches the preferred rate set by you.

LuLu Money ensures strict SSL over TLS 1.2 and follows HSTS protocol with Sectigo certified CA. We use OAuth 2.0 API authentication for the secure communication between your device and our system. Our certified security specialists work round the clock to ensure your safety and peace of mind.

Check out our branch locator. Share your location to locate a branch closest to you. You can also use the navigation button to locate our local or global branches.

Any individual above the age of 21 and resident of UAE can use this application.

Money transfers on LuLu Money works in four simple steps:

• Register for the service: Use your email, mobile number and Civil ID to create an account.
• Complete KYC.
• Choose/Add recipient. E-KYC completed user’s transaction limit- 1500 KWD, Face to Face KYC completed users transaction limit is 2999 KWD and a monthly limit of 5000 KWD.
• Select your preferred payment method from the options available in the application
• Complete your transfer by making the payment

All users need to register and complete KYC to use various services of LuLu Money.

New to LuLu Exchange Customers:

• Click on the Sign-Up button
• Register using email ID, mobile number and Civil ID. OTP verification is required
• Complete the eKYC in the app or Visit nearest LuLu Exchange branch with valid original Civil ID to complete KYC
• An email with your Customer Number will be sent to the registered email address

Existing LuLu Exchange (branch) Customers:

• Click on the Sign-Up button
• Register using email ID, mobile number and Civil ID. OTP verification is required
• If your KYC is complete you will be asked to set PIN for login
• In case we are unable to find your account with us or if the Civil ID on file has expired, The customer has to visit nearest LuLu Exchange branch with original Civil ID to update KYC
• An email with your Customer Number will be sent to the registered email address

Only a valid Civil ID can be used to verify your identity. Please carry your original ID proof for KYC verification purposes.

To ensure security of your account, we need to know who you are and we activate your account only once your KYC (Know Your Customer) and AML (Anti Money Laundering) requirement checks are met.

Activation Process for New to LuLu Exchange customers:

After registering on LuLu Money, Please walk into any LuLu Exchange branch with a valid Civil ID. It will take just 2 minutes for our branch staff to verify your ID. Your account will then be instantly activated for transactions.

Activation Process for Existing LuLu Exchange branch customers:

After registering on LuLu Money, if you get a message to complete your KYC, you are required to walk into any LuLu Exchange branch with your Civil ID for your KYC verification. Customers whose KYC is already completed & is active, do not need to do this step and can directly use the online service.

After providing the required details your account will be activated for online transactions.

The Customer number will be sent to your registered email ID after you complete the registration. You can contact our customer care team to get your customer number. After login, The customer number can be viewed in your Profile page

Click on Sign up button

Enter and verify your email ID and Mobile No. with OTP

Enter your ID details

Choose the option Start my eKYC

Scan front of selected ID proof.

After capturing the front side of the ID, The captured ID proof will be shown on a screen with the option to retake the photo. Otherwise, the user should be asked to scan the backside of selected ID proof.

After capturing the back of the ID, The captured ID proof will be shown on a screen with options to retake the photo.

On selecting the retake photo option it should reopen the ID capturing screen to capture the photo again.

After ID capturing, it should redirect to the face capturing screen to take the face image.

On successfully capturing the image, the users will be asked to fill a form with all the personal information.

After capturing all the information, It will take some time to activate your account after all the security verification.

You will be notified of the KYC verification status via in app notification, SMS or email.

If the verification passes, then you can do the transaction. If it fails, then you have to redo the KYC process.

How to Register and complete KYC

Login to the application

Click on KYC Yellow banner on the Dashboard /Homepage

Enter your ID details

Choose the option Start my eKYC

Scan front of selected ID proof.

After capturing the front side of the ID, The captured ID proof will be shown on a screen with the option to retake the photo. Otherwise, the user should be asked to scan the backside of selected ID proof.

After capturing the back of the ID, The captured ID proof will be shown on a screen with options to retake the photo.

On selecting the retake photo option it should reopen the ID capturing screen to capture the photo again.

After ID capturing, it should redirect to the face capturing screen to take the face image.

On successfully capturing the image, the users will be asked to fill a form with all the personal information.

After capturing all the information, It will take some time to activate your account after all the security verification.

You will be notified of the KYC verification status via in app notification, SMS or email.

If the verification passes, then you can do the transaction. If it fails, then you have to redo the KYC process.

Money Transfer to Bank/ Account credit:

Money can be sent directly to the recipient’s bank account. We have a direct correspondent banking relationship with over 50 banks globally. We are also members within the SWIFT and RIPPLE network allowing you to send money directly to recipient bank accounts, almost anywhere across the globe.

Cash Pickup at bank:

LuLu Exchange has tie-ups with major banks to enable your recipient to collect cash at any of the bank locations. Recipient does not require an account with the bank, however, the recipient must come with a valid (original) photo ID and the transaction reference number to collect cash.

LuLu Wallet Transfer:

LuLu Exchange is a Licensed wallet service provider.This feature helps to Send money directly to your own or your recipients LuLu Wallet instantly.

LuLu Money allows you to transfer money to more than 190 countries. You can choose a destination country while adding the Recipient on the send money page. The available receiving options (e.g. bank transfer, cash pickup, mobile money transfer etc.,) vary depending on the country you are sending to.

Anywhere payout is a unique feature where senders need not specify the agent collection location. Instead the recipient can collect cash from any of the service provider’s agent locations by presenting the reference number and valid photo ID card. This facility is available in most of the countries powered by service providers.

We have set some limits on the amount of money you can send from your account to ensure safety of your account. Please note the same below -

• E-KYC completed user’s transaction limit- 1500 KWD
• Face to Face KYC completed users transaction limit
• Daily transaction limit- 2999 KWD
• Monthly transaction Limit- 5000 KWD

LuLu Exchange charges a minimal transaction fee depending on the receiving country and selected payout service. You may check the tips in the calculator section to know more about the fees.

Feel free to write to us on lulumoney@kw.luluexchange.com or call us on +965 99352709

Lulu Money wallet is a digital wallet in which the users can convert physical money into electronic money and use it for safe and seamless financial transactions using the Lulu Money app. As long as there is a sufficient balance inside the wallet, it can be used to buy mobile load, send money to any digital wallets, pay bills, do bank transfers, or pay any merchants in the Philippines.

You can fund your wallet by doing a remittance transaction in any Lulu Money branch, transfer funds from your bank account, or receive money from other remittances and wallet-to-wallet transfers.

Yes, it is. It is more safe, secure, and convenient to use the wallet than doing a transaction using physical cash. Using the wallet speeds up the transaction and can easily be tracked. Every credit and debit, and their corresponding status is recorded whenever you use your wallet.

Use your Lulu Money wallet to pay your local billers in the Philippines, buy prepaid mobile load and data packages for any Philippine telecom at a discounted price, transfer funds from your wallet to your bank account, or send money to your family and friends.

Lulu Money is continuously developing and adding exciting services for the wallet to provide the best value and benefits for its users.

Lulu Money wallet users are allowed to store and send up to per month.

A Recipient or beneficiary is an individual to whom you initiated the money transfer/payment and is eligible to collect the funds transferred. A recipient can be your parents, spouse, relative, friend, etc. You can also be a self-recipient when you send money to your own bank account or wallet.

Please note- A recipient cannot be a corporate organization or Charitable Institutions.

Procedure to add a Recipient

• Login to your account and click on recipients-> Add recipients
• Click on add self if you are sending money to your own account or Click on add someone else
• Choose country and service type and fill in all required information
• For account credit, mandatory information such as Account number, IBAN, Routing no, BSB number, Sort code, Institution number, SWIFT code etc., will be required as per the country you are sending money to
• For Mobile Money Transfer and LuLu Wallet Transfer, valid and registered mobile number is mandatory

Alternate Options to add recipient

• 1. Post login choose recipient from the footer and then click Add recipient
• 2. From More menu, choose my recipients and then click Add recipient
• 3. While initiating a transaction, Step 2- choose recipient page, click Add recipient

To view, edit or disable a Recipient

• Login to your account
• Click on ‘My Recipients
• Click on the recipient from the list to view more details
• Under view recipient details, click on edit or disable Icon as required

Some details are mandatory to proceed the transactions. Missing details in the mandatory field can lead to transaction rejection. You have to fill all details carefully to avoid any inconvenience

LuLu Exchange provides following payment options:

• Payment Gateway
• Pay @Branch

Instant payments are made using the Qpay payment gateway system without any additional cost for the customer, steps are listed below

• Login to LuLu Money Mobile app and initiate the transfer to your Recipient
• Choose the service you want from the option on the home page and Select your beneficiary.
• Provide the amount & required details
• Select the mode of payment as “Payment Gateway”
• You will be redirected to the payment gateway.
• Kindly provide the required details of the accepted payment mode such debit card details/online banking details etc and confirm to complete the transaction.
• On a successful payment, you will be redirected back to LuLu Money transaction receipt page. A copy of your receipt will also be sent via email to your registered email address

In case your payment was unsuccessful-

• You will be redirected to transaction fail page
• We will try to reconnect with Payment gateway once again on the payment status and update you if the attempt was successful. This is done usually within 1 hour
• Before attempting a second time, you have to check if the amount has been debited from your bank account.
• Wait for a status update from LuLu Money Team to contact your bank for refund

Book your LuLu Money transaction using the mobile APP and pay via cash within 4 hours at a LuLu Exchange branch nearest to you

Step 1-

• Login to Mobile app and book the transfer to your recipient
• Choose the payment option as Cash@Branch
• Complete your transfer and make a note of your token reference number given on the receipt
• Complete step 2

Step 2-

• Visit the nearest LuLu Exchange branch
• Share the token reference number to branch support staff
• Pay the cash equivalent to the Total Payable amount
• Our staff will authorize the transaction and share you a receipt copy
• A copy of the receipt will be email to you

Please note that the payment must be made within 4 hours to avoid cancellation.

We will try to reconnect with Central Bank’s Payment gateway once again on the payment status and update you if the attempt was successful. This is done usually within 1 hour.

• In most cases, the transaction would be unsuccessful. Your bank will refund the amount back to your account.
• In case of any delays in the refund, please check with your bank’s customer service or cash management team.
• Before attempting a second time, please recheck if the amount has been debited from your bank account. And wait for a status update from our end or contact your bank for refund

The payment must be made within 4 hours after completing the transaction on LuLu Money