FAQ
Frequently asked questions
41 answers on currency exchange, fees, transfers and how our support works.
What is Exchange Support?+
Exchange Support is a customer information desk based in Dubai. We provide general guidance about currency exchange topics and help customers understand publicly available options in the UAE. We do not exchange currency or hold customer funds.
Are you a bank or a licensed exchange house?+
No. We are strictly an information and customer support service. We are not a bank, exchange house, remittance company or money transfer operator.
Do you handle or hold customer money?+
No. We never receive, hold, transfer or process customer funds under any circumstances.
Can you tell me today's exchange rate?+
We can explain how rates are typically published and where to find them, but we do not quote, guarantee or set exchange rates ourselves.
Do you represent a specific bank?+
No. We do not represent any bank or financial institution unless explicitly stated in writing on this website.
How do I contact you?+
You can call our support line, email us, or visit our office in Business Bay, Dubai during opening hours. Details are on the Contact page.
Is your service free?+
General information calls and emails are free. If you request in-depth guidance, we will confirm any fees in writing before proceeding.
Do you charge commission on exchanges?+
No. We do not perform exchanges, so there is nothing to charge commission on.
What information can you help with?+
Common topics include how exchange rates are quoted, differences between providers, typical fees, remittance basics, travel money and how to compare offers.
Do you give financial advice?+
No. We provide educational information only. For personal financial advice you should consult a licensed financial advisor.
Which currencies do you cover information for?+
We can share general information about most widely traded currencies, including AED, USD, EUR, GBP, INR, PKR, PHP, EGP and more.
Can you recommend the cheapest provider?+
We do not rank or endorse providers. We can help you understand what to compare, so you can decide yourself.
What is the difference between mid-market and retail rates?+
Mid-market is the midpoint between buy and sell rates in the wholesale market. Retail rates include the provider's margin and any fees.
Why do exchange rates change during the day?+
Rates move because currencies are traded continuously on global markets. Supply, demand, news and interest rates all influence movements.
Is it better to exchange money at the airport?+
Airport kiosks are convenient but generally show wider margins. City exchange houses and banks often publish more competitive rates.
How can I avoid hidden fees?+
Ask for the total amount you will receive after all fees and margins are applied — this is the clearest way to compare.
Do you help with international money transfers?+
We share general information about how transfers work and what to compare. We do not send transfers on your behalf.
How long do international transfers usually take?+
It depends on the corridor and provider. Bank wires can take 1–5 business days; specialist providers can sometimes settle within minutes to hours.
What documents do exchange houses typically request?+
In the UAE, a valid Emirates ID or passport is generally required. Larger transactions may require proof of source of funds.
Is there a limit to how much I can exchange?+
Limits vary by provider and regulation. Amounts above certain thresholds usually trigger additional identity and source-of-funds checks.
Do you help tourists?+
Yes. We can explain where currency exchange is available in Dubai and typical documentation required.
What are safer alternatives to carrying cash?+
Prepaid travel cards, multi-currency debit cards and mobile wallets are commonly used alongside a small cash reserve.
Can I trust online exchange rate comparison sites?+
Reputable comparison sites are useful for orientation, but the final rate you receive depends on the provider you actually transact with.
Are digital wallets the same as currency exchange?+
No. Digital wallets store balances and may support conversions, but they are separate services regulated under different frameworks.
Do you help with cryptocurrency?+
No. We do not provide information, guidance or support on cryptocurrency or digital-asset trading.
Do you offer callbacks?+
Yes. Send a request through our Contact page and we will call you back during business hours.
Do you speak languages other than English?+
Our team can assist in English, Arabic, Hindi and Urdu.
How do you protect my personal information?+
We only collect what is needed to respond to your enquiry and follow the practices described in our Privacy Policy.
Do you record calls?+
Calls may be recorded for quality and training purposes. If a call is recorded, we notify callers at the start.
Do you share my information with third parties?+
We do not sell personal information. We only share information as described in the Privacy Policy or when required by law.
Can I visit your office?+
Yes. Walk-ins are welcome during opening hours at our Business Bay office in Dubai.
Do you charge for office visits?+
No. In-person information sessions during opening hours are free.
Do you send promotional messages?+
Only if you opt in. You can unsubscribe at any time using the link in the message or by emailing us.
How do I file a complaint?+
Please email us with the subject line 'Complaint' and a summary of your concern. We aim to acknowledge complaints within two business days.
How quickly do you respond to emails?+
We aim to respond to emails within one business day and always within three business days.
Are your staff qualified financial advisors?+
No. Our staff are customer support professionals. We do not provide regulated financial advice.
Do you help businesses as well as individuals?+
Yes. We can provide general information relevant to both personal and small-business currency exchange questions.
Can you help with lost or delayed transfers?+
We can explain how to raise a case with your provider and what information to have ready, but we cannot act on your behalf with the provider.
Do you have a mobile app?+
No. All our services are delivered by phone, email and in person at our Dubai office.
Where can I read your legal disclaimers?+
See the Disclaimer, Terms & Conditions and Privacy Policy pages linked in the footer of every page.
How do I know this website is genuine?+
Our business information, address and contact channels are published on this website and consistent across our communications.