UAE PASS Not Working? Common Problems and Fixes

UAE PASS is useful when it works and frustrating when it doesn't. A frozen screen, an OTP that never arrives or a face scan that keeps failing can block you from a government service you need today. This guide covers the most common UAE PASS problems and what to try, starting with the quickest fixes.

New to the app? Read my UAE PASS setup guide first.

Try these first (they fix most problems)

1. Update the app. Check the App Store or Google Play and install the latest UAE PASS version. Outdated versions cause many login and crash issues.
2. Restart your phone. Simple, but it clears many temporary glitches.
3. Check your internet. Switch between Wi-Fi and mobile data and try again.
4. Reinstall the app. If it keeps crashing or freezing, fully uninstall UAE PASS, reinstall it and log in again.

Problem: I can't log in

• Make sure you are entering the same Emirates ID, email or mobile number you registered with.
• Confirm the app is up to date and your phone's date and time are set automatically.
• Try the other login route, for example the UAE PASS app confirmation instead of a code, or the reverse.
• If it keeps failing, reinstall the app. If your account itself is the problem, contact support (details below).

Problem: the OTP doesn't arrive

• Wait a couple of minutes before requesting another code. Repeated requests can make delays worse.
• Check that your phone has signal and isn't blocking messages from unknown senders.
• Confirm the mobile number on your UAE PASS account is still the one you use. If you changed your number, update it on your account and with the Emirates ID authority.
• Try again later. OTP delays can come from network or service load, not your phone.

Problem: face scan or Emirates ID scan fails

• Allow camera access. Open your phone's settings, find UAE PASS and make sure the camera permission is on.
• Fix the lighting. Use bright, even light and avoid strong light behind you.
• Clean the camera lens and remove glasses or anything covering your face.
• Hold still and follow the on-screen prompts step by step.
• For the Emirates ID scan, hold the card flat and, if the app uses NFC, keep it against the back of your phone until it finishes.

Problem: UAE PASS won't verify my Emirates ID

• Check that your Emirates ID is valid and not expired.
• Check that your mobile number is linked to your Emirates ID record.
• Clear the app cache or reinstall and try again.
• If remote verification keeps failing, you may be able to complete verification at a UAE PASS kiosk instead.

Problem: I can't sign a document

• Basic accounts can't sign. Digital signing needs a verified account. Upgrade your account in the app first.
• "Your signature is not qualified" error. Your account is at the advanced level, but the service needs the qualified level. The app guides you through upgrading.
• Expired signature. Digital signatures expire after about three years. Check the expiry date in the app.
• More detail in my guide to signing documents with UAE PASS.

Problem: I changed my phone or lost it

UAE PASS can be used on up to two devices. If you get a new phone, install the app and log in again. If you lost your phone, contact UAE PASS support and avoid using the old number for verification until your account is secured.

When the problem isn't you

Sometimes the issue is on the service side. A government app or portal can have a temporary outage that makes UAE PASS login fail even though your account is fine. If everything else works but one service fails, wait a while, try again later and check that service's official social media accounts for outage notices.

How to contact UAE PASS support

• Phone: 600 561 111
• Email: support@uaepass.ae
• Website: uaepass.ae
• In the app: use the in-app support option

When you contact support, mention your phone model, your app version, the exact error message and the steps you've already tried. It speeds things up.

Quick checklist

• App updated
• Phone restarted
• Good internet connection
• Camera permission on
• Emirates ID valid and mobile number linked
• Account verified (for signing)

Related reading: Emirates ID vs UAE PASS: what's the difference?

Contact details and app behaviour can change. Confirm current support numbers on the official UAE PASS website before calling.

Related posts

• UAE PASS Guide: How to Set Up the App and What It’s Used For
• How to Sign Documents Digitally with UAE PASS
• Emirates ID vs UAE PASS: What's the Difference?