FAQ

What documents are required to open an account? 
For UAE residents, we require: 
   • A valid passport 
   • A valid Emirates ID 
   • An IBAN certificate or bank account confirmation letter 
For non-UAE residents, we require: 
   • A valid passport 
   • A national identification card 
   • An IBAN certificate or bank account confirmation letter 
Additional documents may be requested based on regulatory requirements, client classification, and Compliance review. 

Can I open an account online? How? 
Yes. Visit https://alramz.ae/ or download the Al Ramz application, register, and follow the digital onboarding steps. The application typically takes approximately 5 to 8 minutes to complete. Account activation remains subject to successful verification and receipt of all required documents. For assistance, call +971 2 626 2626 or email CM@alramz.ae. 

How long does account opening take? 
Account activation begins once all required information and documents have been submitted successfully. In most cases account is activated immediately, some accounts may required additional documents depending on verification, client classification, Compliance review, maximum time is 2 working days form receiving full information required. 

Are there any fees for opening an account, including an online account? 
No. Account opening is free of charge. 

Is there a minimum amount required to open an account or start trading? 
There is no minimum amount required to open an account but we implement a minimum order value of AED 200. 

How can I deposit funds into my trading account? 
You may fund your trading account by transferring money from your registered bank account to the designated Al Ramz client bank account. Please include the required payment reference to support allocation. Bank details and funding instructions are available through our app Profile, add funds and follow the steps 

How can I withdraw funds from my trading account? 
You may submit a withdrawal request through the app Profile-withdraw funds and follow the steps or by contacting Customer Management from your registered email address. Approved withdrawals are transferred to the client’s registered bank account, subject to available cleared funds, settlement obligations, verification, and applicable controls. 

How can I update my mobile number, email address, bank account, or other personal details? 
You can update your information any time through the app by visiting your profile and click update KYC or amend any specific information or contact Customer Management from your registered email address. Supporting documents and additional verification may be required depending on the information being changed. 

How can I close my account? 
Email CM@alramz.ae from your registered email address or visit one of our branches. Account closure is subject to completion of the required form and settlement of any outstanding positions, balances, obligations, or pending transactions. 

How can I buy or sell shares? 
You can place orders through the Al Ramz online trading application or through our call center by selecting the trading option. Orders are subject to market hours, available buying power or holdings, applicable controls, and market rules. 

Which markets can I trade through the Al Ramz application? 
Subject to client eligibility and account activation, the Al Ramz platform provides access to UAE markets, including ADX and DFM; US equities markets, including NYSE and Nasdaq; the Saudi Exchange, Tadawul; and participating Tabadul Hub markets, including Muscat and Bahrain.

Can I trade US stocks? 
Yes. We provide our clients access to NYSE and NASDAQ listed shares. 

I have an issue with the Al Ramz trading application. What should I do? 
Take a screenshot showing the issue and email it from your registered email address to CM@alramz.ae. Please include your name, trading number, device type, and a brief description of the problem, but do not share your password or one-time passcode. Alternatively, submit the issue through the application under Profile > Feedback / Complaint. 

How do I reset my trading platform password? 
Select “Forgot Password” on the application login screen and follow the verification steps. If you continue to face an issue, contact Customer Management using your registered contact details. Never share your password or one-time passcode with anyone. 

Do you provide trading tutorials? 
For technical market content, follow the official Al Ramz technical trading channel on YouTube for available market streams and trading ideas. Educational content is provided for information purposes and should not be treated as personalized investment advice. 

What is THOR? 
THOR is an AI-enabled tool available on the Al Ramz platform that supports portfolio creation based on selected preferences. To access it, select the THOR icon and follow the on-screen process. Outputs are subject to the tool’s terms, methodology, eligibility settings, and applicable disclosures. 

How can I request an ADX or DFM statement through Al Ramz, and what is the cost? 
The easiest option is to use the official ADX or DFM application to view your holdings directly free of charge. Alternatively, sign the applicable statement request and email it to us from your registered email address. Al Ramz will submit the request to the relevant market, and the statement will be sent to your registered email address. The indicative processing time is within three working days, and the current market fee stated for this service is AED 10.50. 

How can I receive daily research reports? 
You may ask to be added to the research distribution list by calling +971 2 626 2626, emailing CM@alramz.ae from your registered email address, or visiting one of our branches. You may also subscribe to the official Al Ramz P.J.S.C. YouTube channel for available research and market content.

What commissions apply to different markets?   
Applicable trading commissions are available here. Rates vary by market, product, and service and may include market, regulatory, clearing, custody, tax, or other third-party charges.   

Where can I find Al Ramz service fees?   
The latest approved service fee schedule is available here Please review the applicable schedule before submitting a request, as fees may vary by service and market. 

Why am I being asked for additional KYC documents? 
As a regulated financial institution, Al Ramz may request updated identification, proof of address, source of funds, source of wealth, tax information, or other supporting documents to meet legal, regulatory, market, and internal compliance requirements. 

How often do I need to update my KYC information? 
Al Ramz may request periodic updates based on applicable requirements and the client’s risk classification. You should also notify us promptly whenever there is a material change to your identity, address, contact details, employment, financial profile, tax status, banking details, ownership, authorized persons, or other account information. 

Why is my account restricted? 
An account may be restricted where required documents have expired, information is incomplete, verification or review is pending, an obligation remains outstanding, or a legal, regulatory, market, risk, or security control applies. Contact Customer Management for information specific to your account. 

How can I submit feedback or a complaint? 
You can submit feedback or a complaint through the Al Ramz application under Profile > Feedback / Complaint, by emailing CM@alramz.ae from your registered email address, by calling +971 2 626 2626, or by visiting one of our branches. Complaints will be handled in accordance with the approved complaint handling procedure and applicable regulatory requirements. 

How can I contact Customer Management? 
Call +971 2 626 2626, email CM@alramz.ae, use the approved in-application contact channel, or visit one of our branches during office hours. 

Where are the Al Ramz offices located? 
Abu Dhabi branch: Sky Tower, 22nd Floor, Al Reem Island, Abu Dhabi. Dubai branch office: Rolex Tower, 9th Floor, Sheikh Zayed Road, Dubai. 

What are your office hours? 
Our stated office hours are Monday to Friday, from 8:00 a.m. to 4:00 p.m.