Overview
Once your Wio Business account is approved, your welcome kit (containing your physical Wio Business Visa Platinum Card and your company chequebook) is prepared and dispatched via our delivery partner, Aramex.
This guide covers everything you need to know about tracking your shipment, scheduling or rescheduling your delivery, updating your address, and understanding identity verification requirements.
Delivery Timeline & Operating Hours
Standard Delivery Timeframe: 3 to 5 business days across all Emirates in the UAE.
Aramex Delivery & Support Hours: Monday to Saturday, from 8:00 AM to 9:00 PM.
Coverage: Deliveries are available to all business and freelancer accounts across the UAE.
How to Track Your Delivery & Find Your Tracking Number (AWB)
Your Air Waybill (AWB) is your unique shipment tracking number.
Log in to the Wio Business app.
On your dashboard, look for the Manage Delivery notification banner.
Tap Manage Delivery to view your AWB number and current shipment status.
- You can use your AWB number to track the package live on aramex.com or by calling Aramex at 600 544000.
How to Schedule or Reschedule Your Delivery (Self-Service)
When your shipment is ready, Aramex will contact you to coordinate a convenient delivery window:
1. Via Phone, SMS, or WhatsApp
Aramex will call you to confirm your delivery time.
If you miss the call, you will receive an SMS and a WhatsApp message containing a secure scheduling link.
Tap the link to select your preferred delivery date, time slot, and location (you can schedule your delivery up to 29 days in advance).
2. Reschedule Online or by Phone
- Visit the Aramex portal at aramex.com and enter your registered mobile number or AWB.
Alternatively, call Aramex Customer Support at 600 544000.
How to Change Your Delivery Address in the App
If you need to update where your package is delivered:
Log in to the Wio Business app.
From the dashboard, tap Manage Delivery in the notifications section.
Review your shipment details and tap Next.
When prompted to modify delivery preferences, select Change Delivery Address.
Enter your updated details:
City
Building/Area
Office Number (or Apartment/Villa Number)
Review the address details for accuracy and tap to confirm. A confirmation message will validate your update.
Urgent Same-Day Delivery (Express Service – Dubai Only)
If you require your welcome pack, card, or chequebook urgently, same-day express delivery is available under the following conditions:
Eligible Area: Dubai only.
Order Cut-Off Time: Requests must be placed before 11:00 AM. (Requests placed after 11:00 AM will be scheduled for the next day).
Delivery Window: Between 10:00 PM and 12:00 AM (midnight) on the same day.
Fee: AED 300, payable in cash directly to the Aramex courier upon delivery.
How to Request: Contact Wio Customer Support via in-app chat to request urgent express dispatch.
Delivery & Identity Verification Requirements
Under UAE banking regulations, specific security procedures must be completed at the time of delivery:
In-Person Delivery: The authorized account signatory must receive the package in person. For security reasons, colleagues, friends, or family members cannot receive the delivery on your behalf.
Physical Emirates ID Required: You must present your original physical Emirates ID to the courier. Digital copies or photocopies cannot be accepted.
Biometric Verification: The courier will perform a quick biometric (fingerprint) scan to complete the handover and securely activate your physical card.
Original Business Documents (If Applicable): If your onboarding requested specific physical trade licenses or company documents to be sighted, ensure you have the original documents ready to present to the courier.
Traveling or Out of the Country? (45-Day Holding Period)
If you are traveling outside the UAE when your welcome kit is dispatched:
45-Day Retention Window: Aramex will hold your shipment securely in the UAE for up to 45 calendar days. You can use the Aramex SMS/WhatsApp link to schedule delivery for when you return.
Notify Wio Before You Return: If you will be out of the country for an extended period, contact Wio Customer Support 3 to 5 business days prior to your arrival so we can coordinate your delivery slot.
What Happens After 45 Days? If a shipment remains uncollected after 45 days, it is securely returned to Wio and destroyed for safety reasons. You will need to request a replacement card and chequebook via the Wio Business app once you return to the UAE (standard replacement charges apply).
Troubleshooting: Unable to Order Your Welcome Kit, Physical Card, or Chequebook
Upon account approval, you can immediately access your digital card inside the Wio Business app for online and mobile wallet payments. You can also order your physical welcome kit (containing your physical Wio Business Visa Platinum Card and your company chequebook) directly from the app.
If you are unable to see the option to order your physical card or welcome kit, or if your order is not going through, follow the troubleshooting steps below.
Step 1: Check for Pending Account Updates
Your physical welcome kit and card can only be dispatched once all account onboarding and verification details are complete.
Pending Account Updates: If you recently submitted changes to your company profile, trade license, or signatory details, your account may be undergoing a brief review. Once completed, the order banner will appear automatically.
Confirm Your Registered Delivery Address: Ensure your company’s trade license address and delivery details are accurately entered and confirmed in the Wio Business app.
Step 2: Basic App Troubleshooting
If your account is fully verified but the button to order your card still does not appear:
Update the App: Ensure you have installed the latest version of the Wio Business app from the App Store or Google Play Store.
Restart/Reinstall: Log out, close the app completely, and log back in (or uninstall and reinstall the app) to refresh your dashboard status.
Step 3: Check Your Current Card Status
To find the right solution, check what status is currently shown under the Cards tab in your app:
Scenario A: Your Card Type is "Digital"
If you only see your digital card and no Order free physical card or Order Your Welcome Kit option:
Open Cards $\rightarrow$ tap + (add card) $\rightarrow$ check if Order plastic is available.
If the option remains missing after updating the app, please reach out to Wio Customer Support via in-app chat with a screenshot so our team can refresh your card order status.
Scenario B: Your Physical Card Was Already Dispatched (Within 45 Days)
If your physical card order was already submitted, Aramex holds your package for up to 45 days:
Tap Manage Delivery on your dashboard to retrieve your Air Waybill (AWB) tracking number.
- Visit [aramex.com] (
https://www.aramex.com/ae/en) or call 600 544000 to reschedule your delivery date, time, or location. Scenario C: More Than 45 Days Have Passed Since Dispatch
If your card was dispatched over 45 days ago and was not collected, the shipment is securely returned and cancelled for safety reasons:
Open the Wio Business app $\rightarrow$ go to Cards.
Request a new physical card and chequebook directly from the Cards and Services tabs (standard replacement fees apply).
If the app prompts you that a card is already active, contact Wio Customer Support via in-app chat to reset your card status.
Step 4: Did You Change Your Mobile Number During Delivery?
If you recently updated your registered mobile number while an Aramex delivery is actively in progress:
Contact Wio Customer Support via in-app chat or reach out directly to Aramex with your AWB tracking number to ensure the delivery courier contacts you on your new number.
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