SH-103 — Top up the SHABIK Wallet
Overview: The Wallet is prepaid balance used instead of paying by card per session.
User impact: Low/empty Wallet (and no card) blocks charging and causes "Account Inactive". Minimum AED 20 is needed to cover a pre-auth hold; AED 100 is the recommended balance.
Prerequisites: Registered account; a valid card to fund the top-up.
Step-by-step resolution
- Tap Menu → Balance → Top-up.
- Enter/select the amount (recommended AED 100).
- Complete payment as prompted (card + bank authorization).
- Balance updates in the app; an invoice is available on the Payment Success screen (tap the three dots, top right) to download or email.
Symptoms / What to check
| Symptom | Likely cause | Resolution |
|---|
| "Top-up didn't show" | Bank auth pending / app not refreshed | Confirm bank approval; pull-to-refresh or reopen the app; check Menu › History |
| "Session stopped, AED 5 taken" | Balance dropped below the AED 20 hold | Top up to ≥ AED 20 and retry (see SH-601) |
| Corporate driver wants company top-up | Corporate wallet, not personal | Route to SH-405 (corporate top-up channels) |
Troubleshooting tips: Keep balance above AED 20 at all times; recommend AED 100 to avoid mid-session stops.
SLA-friendly resolution: Live (P3). Missing top-up not visible after bank approval → ticket; update ≤ 1 business day.
Related articles: SH-100 (parent) · SH-501 Payment methods · SH-402 Pre-auth · SH-405 Corporate billing.
Escalation: Funds debited by bank but not credited to Wallet → Finance / Payment review.
Arabic phrase (caller-facing): «عبّي الـ Wallet من Menu بعدين Balance بعدين Top-up — ننصح تخليه فوق الـ AED 100 عشان ما تنقطع الجلسة.»
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