Wio Business: Account Maintenance & Management Guide

Welcome to the Wio Business Account Maintenance Guide. This guide provides step-by-step instructions for managing your company account, updating essential business and personal documents, adding or removing signatories, updating profile details, and keeping your banking services running smoothly.

1. Managing Your Profile & Security Settings

How to Log In to Your Account

You can securely access your Wio Business account using any of the following methods:

• Email & Password: Enter your registered email address and password.

• 4-Digit Passcode: Enter your preset 4-digit passcode.

• Device Biometrics: Use Face ID or Touch ID configured on your smartphone.

Note: For security, if you enter an incorrect passcode or password multiple times, login attempts will be temporarily locked for 15 minutes before you can try again.

How to Change Your Password

• If you know your password or are logged in:

  1. Go to Settings > App > Change Password.

  2. Authenticate using your biometric ID or passcode.

  3. Enter and confirm your new password (use allowed special characters: !, @, #, $, %, ^, &, *).

  4. Tap Continue to save.

• If you forgot your password:

  1. On the login screen, tap Forgot password.

  2. Enter your registered email address.

  3. Enter the one-time passcode (OTP) sent to your registered mobile number.

  4. Complete the selfie video verification prompt.

  5. Enter and confirm your new password.

How to Change Your 4-Digit Passcode

1. Go to Settings > App > Change Passcode.

2. Authenticate using your current password or biometrics.

3. Enter and confirm your new 4-digit passcode.

4. You will receive an SMS and email confirmation once updated.

How to Enable or Manage Biometrics (Face ID / Touch ID)

1. Go to Settings > Face ID & Touch ID (or under security settings).

2. Toggle biometrics On or Off.

3. (For Android users): Ensure biometric recognition is already configured in your device’s system settings first.

How to Update Your Registered Email Address

1. Go to Settings > under Accounts, select You.

2. Tap the Edit icon next to your current email address.

3. Authenticate using biometrics, passcode, or OTP.

4. Review the notice confirming that changing your email requires a password reset. Tap Continue.

5. Enter your new email address and input the OTP sent to that new email.

6. Create and confirm a new password, then tap next to finalize.

How to Update Your Registered UAE Mobile Number

1. Go to Settings > under Accounts, select You.

2. Tap the Edit icon next to your current mobile number.

3. Authenticate using biometrics, passcode, or OTP.

4. Enter your new UAE mobile number (+971...) and enter the OTP sent to your new number.

5. Tap to confirm.

Important Security Rule: For account protection, you cannot update both your registered email address and registered mobile number within the same 24-hour window.

How to Add or Update an Alternate WhatsApp Number

You can add a secondary WhatsApp number (including international numbers) to receive transaction updates and banking alerts:

1. Go to Settings > Communication Settings (or profile details).

2. Enter your secondary WhatsApp number.

3. Tap Save.
   (Note: Sensitive banking information and OTPs are never sent via WhatsApp).

How to Manage Marketing Preferences

1. Go to Settings > Communication Settings.

2. Select Personalized Marketing.

3. Toggle off promotional push notifications, emails, or in-app alerts.
   (Essential security and transaction notifications will remain active).

How to Switch Between Multiple Companies (Single Sign-On)

If you manage more than one business registered with Wio:

1. Tap your company name/icon on the dashboard (or go to Settings > Account).

2. View the list under Your Businesses.

3. Tap the company profile you wish to switch to.

2. Managing Company Information & Account Details

How to Access & Share Account Details / IBAN

1. Go to Settings > Account > Account Details.

2. View your 23-digit IBAN (the last 10 digits represent your account number), SWIFT/BIC code, and business address.

3. Tap Share to share details or tap to download an official Account Confirmation Letter.

How to Set a Custom Nickname for Currency Accounts

1. From the dashboard, select the specific currency account.

2. Select Account Details.

3. Tap the Edit icon next to Account name.

4. Type your preferred nickname and tap Save Name.

How to Update Your Estimated Annual Turnover & Activity

1. Go to Settings > Your Company > Turnover.

2. Tap the Edit icon next to source of funds, estimated annual turnover, deposits, or withdrawals.

3. Enter the updated amounts and tap Save.

How to Update Source of Funds

1. Go to Settings > under Accounts, select Your Company.

2. Tap Source of Funds.

3. Select your updated primary source of funds from the list (or enter details) and tap Next.

How to Update Tax Information (TRN / FATCA / CRS)

• For Company / Authorized Persons:

  1. Go to Settings > Your Company > Tax Information.

  2. Tap the Edit icon next to tax residency details.

  3. Enter your Tax Registration Number (TRN) and effective date, then tap Save.

• For Business Partners / Shareholders:

  1. Go to Settings > Your Partners > Tax Information.

  2. Select the partner and enter the required tax information, then tap Save.

3. Uploading & Renewing Expired Documents

To ensure uninterrupted banking services, updated documents must be submitted whenever renewals occur.

How to Upload a Renewed Trade License

1. Log in to the Wio Business app and go to Settings.

2. Under Account, select Your Company.

3. Tap Trade License (or Documents > Trade License).

4. Select Tap to upload and choose Take a photo, Choose from library, or Choose from files.

5. Review the document to ensure all text and dates are clear, then submit.

6. The app will display In review / “Your documents have been submitted and are in review.” Once approved, you will receive an in-app and email confirmation.

How to Upload an Updated Emirates ID or Passport

1. Go to Settings > Account > You.

2. Select Emirates ID or Passport.

3. Select the reason for updating.

4. Scan both sides of your new Emirates ID or your passport photo page.

5. Complete the selfie video verification prompt to verify your identity.

6. Tap Submit verification.

How to Upload an Updated Power of Attorney (PoA) or Company Document

1. Go to Settings > Your Company.

2. Select the document type (Proof of Address, Power of Attorney, or Memorandum of Association).

3. Tap Tap to upload, attach your clear document copy, and submit.

How to Update Partner / Shareholder Documents

1. Go to Settings > Your Partners.

2. Select the specific partner/shareholder name.

3. Select the document type (Emirates ID, Passport, Trade License, or Tax Information).

4. Upload the document, review it, and tap Submit.

How to Update Your Cheque Signature

1. Go to Settings > Account.

2. Select Cheque Signature (or signature settings).

3. Sign directly on screen, verify using two-factor authentication, and submit.

4. Changing Company Structure, Signatories, or Ownership

How to Add a New Signatory to Your Company

1. Go to Settings > Your Company > Documents > Trade License.

2. Select Change in Company Structure as the reason for updating.

3. Review your account partners and select Add New Signatory.

4. Enter the new signatory's full legal name and email address, then confirm.

5. Upload supporting company documentation:

   • Updated Trade License

   • Memorandum of Association (MOA) or Board Resolution

   • Power of Attorney (if applicable)

6. Confirm your primary business activity and submit.

7. Next Step for the Invitee: The invited signatory will receive an email invitation to download the Wio Business app, verify their phone/email, set a password, and verify their identity with their Emirates ID and passport.

How to Remove an Existing Signatory

1. Go to Settings > Your Company > Documents > Trade License.

2. Select Change in Company Structure.

3. Under your account partners, select Remove Signatory ?️.

4. Upload the updated legal documentation reflecting the change (e.g., updated Trade License, MOA addendum, or notarized Board Resolution).

5. Confirm your primary business activity and tap submit.

Joint Account Signatory Guidelines

• Adding a Signatory: Requires written consent and signed agreement from all existing signatories along with the company stamp.

• Removing a Signatory: Requires mutual agreement and official corporate documentation (e.g., amended MOA or Board Resolution).

Account Ownership Transfer (When Previous Signatory Has Left)

If a business has changed ownership and the previous authorized person is no longer available to initiate changes in the app:

1. Contact Wio Care via email at care@wio.io from your official company email.

2. Provide the required corporate documents:

   • Updated Trade License showing the new owner/authorized person

   • Updated MOA / AOA or Board Resolution

   • Valid Emirates ID and Passport copies of the new authorized person

3. You will receive an official onboarding link via email to complete profile setup and identity verification.

4. (Security Notice): To safeguard company funds during an ownership transition, outgoing transfers may be temporarily paused for 48 hours while the new signatory records are verified.

5. Account Protocol in the Event of an Account Holder’s Passing

In the unfortunate event of the passing of a sole proprietor, authorized signatory, or account holder:

1. Notify Wio Bank: A family representative or legal heir should notify Wio Care by emailing care@wio.io with an official death certificate issued in the UAE.

2. Account Safeguarding: To protect the estate and comply with UAE legal standards, debit transactions on sole proprietorship or single-signatory accounts are temporarily suspended awaiting formal estate directions.

3. Legal Requirements:

   • Provide a UAE Court Order detailing estate administration or account distribution instructions.

   • Provide an updated Trade License and commercial registration from the licensing authority (DED/Freezone) showing the newly appointed company administrator or authorized manager.

4. Resuming Operations / Closure:

   • If an updated trade license appointing a new authorized person is provided, the account can be updated and reactivated.

   • If liquidation is instructed, remaining funds will be distributed or closed in strict accordance with the UAE court order.

7. Frequently Asked Questions (FAQ)

Q: Can I access my Wio Business app while traveling abroad?
A: Yes, Wio Business is accessible internationally over secure, private networks. However, connection over public VPNs or from certain heavily sanctioned jurisdictions may be restricted by banking regulations.

Q: How long does it take for document updates to be verified?
A: Standard document verifications (Trade Licenses, Emirates IDs, Passports) are typically reviewed within 24 to 48 business hours. You will receive real-time push and email alerts once approved.

Q: What should I do if my document upload fails in the app?
A: Ensure your camera permissions are enabled for the Wio app and that the image is clear and glare-free. You can also log in to the Wio Business web portal to upload your documents.

Q: Why was an expired document fee charged to my account?
A: In accordance with Wio's Schedule of Fees, a monthly fee of AED 210 applies starting 60 days after a Trade License has expired if the renewed document has not been uploaded.