MG/SIG/1/15

Mashreq Visa Signature Debit Card

Table of Contents • Welcome to Mashreq Gold

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• Features & Benefits

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• Select Global Privileges

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• Travel Insurance & Purchase Protection

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• Emergency Assistance

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• Medical & Legal Referral

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• Know Your Card

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• Using Your Mashreq Visa Signature Chip & PIN Debit Card

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• Global Customer Assistance Service (GCAS) Toll-free Numbers

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Welcome to Mashreq Gold Congratulations on receiving your new Mashreq Visa Signature Debit Card. You are now part of an exclusive club of Visa Signature members around the globe, who have access to unmatched privileges and recognition. Exclusive benefits to match your lifestyle We believe that you deserve the best. That’s why your Mashreq Visa Signature Debit Card entitles you to exclusive benefits designed to match your lifestyle needs, and is packed with features that provide greater financial freedom and premium services at home, and during your travels abroad. 1 You are entitled to make a daily purchase of AED 100,000, and withdraw up to AED 50,000* every day, from millions of ATMs around the globe. As an esteemed Mashreq Gold customer, you will not be charged any cash withdrawal fees. 2 Salaam by Mashreq is a revolutionary new banking programme that earns you Salaam Points every time you use your Mashreq Visa Signature Debit Card at home, or abroad. With your new Mashreq Visa Signature Debit Card, you will earn 1 Salaam Point for every Dirham spent in the UAE and 3 Salaam Points for every Dirham spent outside the UAE. These Points can be redeemed instantly at 1,800 merchants across the UAE, or you can redeem your Points to pay for airline tickets booked online through Orient Travels using your Mashreq Card. To learn more about our redemption offers, visit www.mashreq.com/salaam 3 With Mashreq Flavours, UAE’s best dining programme, enjoy dining discounts at over 3,000 restaurants in the UAE, Qatar, Oman and India. That’s not all. You get the chance to win back your dining spends every month. To know more, and for a list of participating restaurants, kindly visit www.mashreq.com/dining

*Cash withdrawal limits and purchase transaction limits are assigned at the sole discretion of the Bank and are liable to change without prior intimation.

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4 What’s more, now you can now extend the benefits of the Mashreq Visa Signature Debit Card to your loved ones with the new Mashreq Visa Signature Supplementary Debit Card.

Gift your loved ones the Signature lifestyle by applying for the Mashreq Visa Signature Supplementary Debit Card without the need of opening a joint account. You can get up to 6 Supplementary Debit Cards for near ones living anywhere in the world!



• It’s simple: You do not need to open a joint account with the Supplementary Cardholder



• It’s flexible: As a Primary Cardholder, you have the flexibility of setting the daily or monthly purchase and cash withdrawal limits for the Supplementary Debit Card



• It’s global: The Supplementary Debit Card will be sent directly to the Supplementary Cardholder. Ask for delivery to your loved ones in the UAE, your home country or anywhere else in the world



• It’s free: All Supplementary Debit Cards will be issued free of charge

To find out how you can apply for the Supplementary Debit Card, please refer to the ‘Know Your Card’ section at the end of this User Guide. The benefits don’t end here. Read on to know more about dozens of other extraordinary offers and benefits that your Mashreq Visa Signature Debit Card entitles you to!

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Features & Benefits Global Concierge from Visa

Airport lounge access

No matter where you are in the world, Visa’s 24-hour global assistance is just a phone call away. Whether it’s a last minute hotel booking, a change in your travel plans, making a reservation at a world-famous eatery or arranging a special gift and flowers for a loved one’s special day, Visa Concierge will make it happen.

Airport lounge access with ‘LoungeKey’

To access Visa’s Concierge service, simply dial 800 0441 3487 from within the UAE and +9714 436 7222 or +1 773 360 5320 when travelling abroad. For a complete list of all Visa Concierge services, visit www.visamiddleeast.com/signature. Visa Concierge terms and conditions apply.

No matter where you want to fly, your Mashreq Visa Signature Debit Card will ensure that your journey begins on a good note with access to over 500 airport lounges, worldwide. With the LoungeKey programme, you get: • Unlimited complimentary access to airport lounges • Convenient access to programme details via mobile application, call centre and website • Customer service support via dedicated phone lines:

- International: +44 (0) 208 865 0764



- UAE: +971 8000 444 1822



- KSA: +966 8008 448 875

Register your Mashreq Visa Signature Debit Card online at www.loungekey.com/visasignature to activate your LoungeKey

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Visa Fine Dining An elite dining programme featuring an unbeatable collection of over 60 establishments in the UAE’s most highly rated hotels. When you pay with your Mashreq Visa Signature Debit Card, you will be eligible for a fantastic discount of up to 25% on food and beverages. That’s not all. You can register and earn additional Visa Fine Dining Points equivalent to the discount – double savings every time you eat at a partner restaurant! These Points can be redeemed at a redemption partner restaurant. To register for the Visa Fine Dining programme, please visit www.visafinedining.com. Visa Fine Dining terms and conditions apply. Visa Golf Golf Fee Card membership programme. Unwind with an exceptional round of golf with your Mashreq Visa Signature Debit Card. Now you can purchase a Golf Fee Card membership at 50% off and also get a free Golf Card for your partner.

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What’s more, with your Golf Fee Card, you can also enjoy discounts of up to 50% on Green Fees at over 2,000 golf courses and 500 golf resorts worldwide. Visa Cardholders may purchase the Golf Fee Card online at www.golfcards.com/visa and key in promo code ‘VISA’. Bookings must be made online at www.golfcards.com/visa. Customer service support is available via a dedicated phone line +49 89 56 67 23 and e-mail: [email protected] Visa Signature Luxury Hotel Collection A collection of 1,000 world-class luxury hotels and resorts in the UAE and around the world, offering unsurpassed benefits to make your pleasure and business travel your most memorable experience. As a Mashreq Visa Signature Debit Cardholder, you are guaranteed the following 7 benefits with every stay: • Best available rate guarantee • Automatic room upgrade upon arrival, when available • Free in-room internet

• Complimentary continental breakfast daily

Participating outlets:

• 3 PM check-out, when available



• Mall of the Emirates

• VIP guest status



• Mirdif City Centre

• One $25 food or beverage credit per stay



• Marina Mall (Abu Dhabi)

For bookings and to know more about participating hotels, as well as existing and new offers, visit www.visaluxuryhotels.com or call Visa Concierge on 800 0441 3487 from within the UAE and +9714 436 7222 or +61 2 9947 1445 from outside the UAE



• Al Hamra Mall (Ras Al Khaimah)

Visa Luxury Hotels Collection terms of service apply. For details, please visit www.visaluxuryhotels.com VOX GOLD Set your movie experience a class apart with VOX Cinemas. Now, when you use your Mashreq Visa Signature Debit Card at participating VOX GOLD Cinemas to buy two cinema tickets, you will receive one extra ticket for free*.

*Offer valid for a limited time only. For an updated list of offers, visit www.visamiddleeast.com/signature

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Select Global Privileges yQ Meet and Assist service

HotelClub from Visa

In keeping with our promise to make your travel experience as comfortable and convenient as possible, we offer you the opportunity to breeze through immigration with yQ’s fast track immigration at 380 airports across the globe, including UAE, Qatar and Bahrain, at 15% off published rates.

HotelClub.com is a global online accommodation specialist which offers Visa Signature Cardholders access to great hotels at great rates, 365 days a year – from small boutique properties to 5-star hotel chains in over 141 countries, all bookable at the last minute or up to 12 months in advance! Enjoy further discounts of up to 15% on HotelClub offers when you pay with your Mashreq Visa Signature Debit Card.

Book your Meet and Assist service through www. airportspeedpass.com by selecting special rates for Visa Signature Cardholders and paying with your Mashreq Visa Signature Debit Card. For more details on this and other yQ services, visit www.visamiddleeast.com/signature or simply call Visa Concierge on 800 0441 3487 from within the UAE and +9714 436 7222 or +61 2 9947 1445 from outside the UAE.

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For more details on partner hotels and to book accommodations at the best available rates, visit www.hotelclub.com/visa

Travel Insurance and Purchase Protection Travel with peace of mind. Your Mashreq Visa Signature Debit Card will provide you with comprehensive travel insurance for everyone in your family, wherever you travel, whether for business or leisure.

For details on your travel insurance policy coverage, policy terms and conditions and to know about how you can claim your benefits, please call Visa’s Multi-Trip Travel Insurance* hotline on +9714 509 6111 or +1 817 826 7276.

• Travel inconvenience insurance • Trip cancellation, curtailment or abandonment • Delayed departure • Baggage delay • Loss of personal belongings • Purchase Protection & Extended Warranty • Coverage for theft or damage of new products and items • Covers the cost of repair or replacement of purchased products • Extended warranty of up to a year for your most valuable purchases

*This travel insurance is provided by a third party insurance provider. Visa terms and conditions apply.

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Emergency Assistance No matter where you are in the world, you can rely on Visa’s Emergency Assistance to come to your immediate aid when you need it.

Your Mashreq Visa Signature Debit Card provides FREE Multi-Trip Travel Insurance for you, your spouse and up to 5 children.

To report a lost or stolen Card, receive emergency cash disbursement and payments while you wait for your replacement Card and other customer enquiries, simply get in touch with Visa’s Global Customer Assistance Service (GCAS) by logging on to www.visacemea.com. For your convenience we have provided a list of GCAS toll-free numbers at the end of this User Guide.

• Medical insurance

For medical and legal assistance, call 800 0441 3487 from within the UAE or dial +9714 509 6111 or +18 17 826 7276 from outside the UAE. For details on these and other Emergency Assistance services, visit www.visamiddleeast.com/signature.

• Personal liabilities

• Emergency medical expenses • Evacuation and repatriation expenses • Daily hospital indemnity • Personal insurance • Personal accident

As your trusted travel companion, your Mashreq Visa Signature Debit Card provides you comprehensive Multi-Trip Travel Insurance* coverage, freeing your mind of all travel related anxieties. *This travel insurance is provided by a third party insurance provider. Visa terms and conditions apply.

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Medical & Legal Referral The Mashreq Visa Signature Debit Card provides you with Visa’s medical and legal referral service that supports you and your immediate family when you are travelling together to a location outside your principal country of residence for up to 90 days. Complimentary medical services include medical telephone advice, referral to a local medical service provider and the monitoring of a medical condition both during and after hospitalisation. Telephone medical advice If you cannot see a doctor whilst you are travelling, the assistance service is on hand and will arrange for medical advice to be given over the phone. Medical service provider referral

Monitoring of a medical condition during and after hospitalisation On request, the assistance service will observe your medical condition during and after hospitalisation. Delivery of essential medicine or equipment** Arrangement for any medicine and medical equipment to be delivered to you if it’s not available locally. Dispatch of physician** Should you suddenly fall ill and cannot be moved, a medical specialist will be sent to you if no suitable specialist is available locally.

The assistance service will refer you to physicians, hospitals, clinics and dentists, wherever you are. You will, however, be responsible for the cost of actual services provided by such third parties.

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Guarantee of hospital admittance deposit**

Arrangement of transportation of mortal remains**

If you need to go to a hospital but do not have the funds to pay the deposit required, a payment of up to USD 2,500, or the equivalent in local currency, will be made by Visa to ensure you receive treatment. This is subject to first securing a payment from you, either through your Credit Card or from your family.

In the event of your death, Visa will deal with official procedures and arrange transportation of your body to the place chosen by your personal representatives.

Arrangement of emergency medical evacuation** Should you fall ill or have an accident and require emergency treatment, Visa will arrange to take you to the most suitable local hospital, a hospital in a nearby country or back to your home country where appropriate medical care is available. Arrangement of emergency medical repatriation** Visa will arrange for your return to your principal country of residence following an emergency medical evacuation and subsequent hospitalisation.

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Arrangement of transportation to join a Cardholder** Visa will organise round trip transportation for the person of your choice to join you if you’ve been hospitalised abroad. Arrangement of return of children** Should your dependent children be left alone because of your illness or accident, Visa will arrange for them to return home. If necessary, Visa will also provide qualified people to accompany them.

Inoculation and visa requirement information

Interpreter referral

For information about your journey regarding vaccinations, visas, taxes and customs, simply call the assistance service for straightforward advice.

Visa can refer you to interpreters worldwide. You will have to pay any interpreting fees or related charges.

Legal referral Referral of suitable lawyers and legal practitioners can be done for you by Visa. However, you will be responsible for covering legal fees and related charges.

•This cover is only valid for travel outside your principal country of residence undertaken on transportation-related tickets, for which at least 50% of the cost is purchased using your Visa CEMEA Signature Debit Card or Bank Cheque with funds from your Visa CEMEA Signature account. Please refer to medical and legal terms and conditions on www.visamiddleeast.com/signature. Legal services and some medical services are chargeable. Visa Signature and Mashreq are not responsible for legal advice and medical advice given by third parties. •The medical terms and conditions are available at www.visamiddleeast.com/signature **Indicates service is chargeable to the Cardholder.

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Know Your Card Activating your Debit Card

Apply for a Supplementary Debit Card

You can activate your new Mashreq Visa Signature Chip & PIN Debit Card using any one of the methods given below:

You can apply for up to 6 Supplementary Debit Cards by signing in to MashreqOnline via www.mashreq.com or by calling us on 800 4 GOLD (4653). Ask for the Supplementary Card to be delivered directly to a Supplementary Cardholder residing in the UAE or anywhere in the world. Kindly note that only the Primary Cardholder can request the activation of a Supplementary Card. To activate the Supplementary Card, the Primary Cardholder can use any of the methods below:

• SMS ‘DCA’ followed by a space and then the last four digits of your Card number to ‘4250’ from the registered mobile number (e.g. DCA 3457) • Log on to MashreqOnline via www.mashreq.com • Call us on 800 4 GOLD (4653) • Visit the nearest Mashreq branch Your Debit Card PIN has been sent separately to your P.O. Box. Alternatively, you can generate a PIN through MashreqOnline via www.mashreq.com, by calling us on 800 4 GOLD (4653) or you can request a PIN generation by visiting the nearest Mashreq branch.

• SMS ‘DCA’ followed by a space and then the last four digits of your Card number to ‘4250’ from the registered mobile number (e.g. DCA 3457) • Log on to MashreqOnline via www.mashreq.com • Call us on 800 4 GOLD (4653) • Visit the nearest Mashreq branch The Supplementary Debit Card PIN will be sent separately to the Primary Cardholder. Alternatively, the Primary Cardholder can generate a PIN through MashreqOnline via www.mashreq.com, by calling us on 800 4 GOLD (4653) or by visiting the nearest Mashreq branch.

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Front of the Card

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Back of the Card

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Chip: Offers you enhanced security with every electronic transaction

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Your Name: Please check if your name is correctly printed

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Account Number: Account to which this Debit Card is linked

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Card Number: Please make a note of your Card number for future reference when contacting the Bank

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Visa Logo: Use your Card at ATMs or in stores wherever this logo is displayed to get cash or make purchases

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Number to contact us about your Card or account

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Please sign on this panel immediately with a non-erasable ballpoint pen for security of your Card

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Your unique 3-digit Card security code. When you use your Card for purchases, ensure merchants do not note down your CVV number, and before making payments online, verify the webpage address starts with “https://” and not “http://”

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Withdraw cash at ATMs displaying the Visa/Visa Plus or Falcon logo

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Using Your Mashreq Visa Signature Chip & PIN Debit Card Your Mashreq Visa Signature Chip & PIN Debit Card provides an added level of security through the use of a Personal Identification Number (PIN). The embedded computer chip stores information in a secure, encrypted format, making it more difficult for unauthorised users to copy or access the information on the Card. Cardholders will be required to enter their PIN when they make a transaction at a Chip & PIN-enabled terminal, and no customer signature will be required, helping protect the Card from unauthorised use. Chip & PIN is part of a worldwide transition in most countries from magnetic stripe payment cards. Your PIN is the key to using your new Card. It will become extremely important to remember your PIN as more and more merchants begin to replace their magnetic stripe point-of-sale terminals with terminals enabled to process Chip & PIN cards – and to keep your PIN secure and safe just like you do your Card!

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Benefits • Transactions on your Mashreq Visa Signature Chip & PIN Debit Card will be completed faster because, in most cases, you’ll no longer need to sign a transaction slip at stores with Chip & PIN-enabled terminal. • The chip in the Card requires you to enter your PIN when you make a transaction at stores with Chip & PIN technology. So, if your Card is lost or stolen, it can’t be used by unauthorised users (who don’t know your PIN) at stores with Chip & PIN-enabled terminals. Using Chip & PIN • When making a purchase at a store with a Chip & PIN-enabled terminal, you’ll be asked to enter your PIN into a keypad instead of signing a receipt. • No swiping: Your Mashreq Visa Signature Chip & PIN Debit Card will be inserted into the terminal and left there until the transaction is complete.

• Your Mashreq Visa Signature Debit Card can be used at merchants where the terminal is not Chip & PIN-enabled. At such merchants, you would be required to sign on a charge slip.

PIN assignment & changes • If you forget your PIN, your transaction may be declined. • Select a PIN that’s easy for you to remember but difficult for others to guess.

Places to use Chip & PIN • Your Mashreq Visa Signature Chip & PIN Debit Card will work outside the UAE, as well. You will be asked to sign a receipt in countries that do not have Chip & PIN-enabled terminals. In countries with Chip & PIN-enabled terminals you will be asked to key in your PIN.

Help & additional information In case of any query, please call the Mashreq Gold Call Centre on 800 4 GOLD (4653) and find out how we can help.

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Global Customer Assistance Service (GCAS) Toll-free Numbers Cardholders travelling in any of the following countries can report their Visa Cards as being lost or stolen and request emergency services by using the following toll-free numbers. Callers in certain countries dialing these numbers, including the collect number, from a mobile or hotel phone, might be charged fees. Visa will not be responsible for any fees incurred. If the country you are in is not listed, or if you experience difficulties using any of the toll-free numbers, please call collect at +1-303-967-1096 (collect calls are placed using the local operator). Legend: Await second dial tone * Netherlands Antilles BOLD indicates dial format change or access codes that must be dialed before the actual toll-free number. Country

Phone Number

Country

Anguilla Antigua Argentina Aruba Australia Austria Bahamas Bahrain

1-800-847-2911 1-800-847-2911 0800-666-0171 800-1518 1-800-125-440 0800-200-288 800-892-8134 1-800-847-2911 800-006

Barbados 1-800-847-2911 Belgium 0800-1-8397 Belize 811 or 511 800-847-2911 Bermuda 1-800-847-2911 Bolivia 800-10-0188 Bonaire* 001-800-847-2911 Bosnia&Herzegovina 00-800-0010 888-557-4457

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Phone Number

Country

Phone Number

Brazil British Virgin Islands Bulgaria Cambodia Canada Cayman Islands Chile

0800-891-3680 1-800-847-2911 00-800-0010 888-557-4446 1-800-888-001 888-710-7783 1-800-847-2911 1-800-847-2911 1230-020-2136

Country

Phone Number

China (South) 10-800-110-2911 China (North) 10-800-711-2911 Colombia 01-800-912-5713 Costa Rica 0-800-011-0030 Croatia 0-800-220111 866-654-0125 Curacao* 001-800-847-2911 Czech Republic 800-142-121 Denmark 80-010277 Dominica 1-800-847-2911 Dominican Republic 1-800-847-2911 Ecuador 1-999-119 or 1-800-225-528 800-847-2911 Egypt (Cairo only) 2510-0200 866-654-0128 Egypt (outside Cairo) 02-510-0200 866-654-0128 El Salvador 800-6921 Estonia 800-12001 800-406-9982 Finland 0800-11-0057 France 0800-90-1179

Country

Phone Number

Country

Phone Number

Germany Gibraltar Greece Grenada Guam Guatemala Haiti Honduras Hong Kong Hungary India Indonesia Ireland, Republic of Italy Jamaica Japan Jordan Kazakhstan Kenya Latvia

0800-811-8440 8800-877-3745966 00-800-11-638-0304 1-800-847-2911 1-800-847-2911 1-800-999-0115 183 800-847-2911 800 0123 800-847-2911 800-96-7025 06-800-17682 000-800-100-1219 001-803-1-933-6294 1-800-55-8002 800-819-014 0-800-847-2911 00531-11-1555 1-880-0000 888-557-4442 8-800-121-4321 888-557-4447 866-654-0162 8000-02288

Lebanon (Beirut only) 426-801 866-654-0130 Lebanon (outside Beirut) 01-426-801 866-654-0130 Liechtenstein 0800-89-4732 Lithuania 8-800-900-28 800-406-9962 Luxembourg 0800-2012 Malaysia 1800-80-0159 Mexico 001-800-847-2911 Macedonia 99-800-4288 888-557-4458 Mauritius 01-120 866-654-0165 Monaco 0800-90-1179 Montserrat 1-800-847-2911 Morocco 002-11-0011 866-654-0163 Netherlands 0800-022-3110 Nevis 1-800-847-2911 New Zealand 0800-44-3019 Norway 800-12052 Panama 001-800-111-0016 21

Country

Phone Number

Paraguay 008-11-800 800-599-1137 Peru 800-890-0623 Philippines 1-800-1-111-9015 Poland 0-0-800-111-1569 Portugal 800-8-11-824 Puerto Rico 1-800-847-2911 Qatar 0800-011-77 888-557-4428 Romania 0808-03-4288 888-557-4416 Russia 363-2400 866-654-0164 (Moscow and St. Petersburg only) Russia 8-10-800-110-1011 866-654-0164 (Outside Moscow and St. Petersburg) Saba* 1-800-847-2911 Saint Kitts 1-800-847-2911 Saint Lucia 800-238-5517 Saint Maarten* 1-800-847-2911 San Marino 800-819-014

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Country

Phone Number

Saudi Arabia 1-800-10 866-654-0129 Senegal 810-3072 888-557-4451 Singapore 800-110-0344 Sint Eustatius* 1-800-847-2911 Slovakia 0-800-000-101 800-406-9970 South Africa 0800-990-475 South Korea 00798-11-908-8212 Spain 900-99-1124 Sweden 020-795-675 Switzerland 0800-89-4732 Taiwan 00801-10-3008 Thailand 001-800-11-535-0660 Trinidad and Tobago 1-800-847-2911 Turkey 00-800-13-535-0900 Turks and Caicos 0-1-800-847-2911 Ukraine 8-100-11 888-557-4445 United Arab Emirates 8000-021 866-654-0112

Country

Phone Number

United Kingdom United States Uruguay U.S. Virgin Islands Venezuela Vietnam

0800-89-1725 1-800-847-2911 00-0411-940-7915 1-800-847-2911 0800-1-002167 1-201-0288 888-710-7781

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