The Central Bank of the United Arab Emirates has introduced a new regulation preventing banks and financial institutions from using messaging platforms such as WhatsApp for customer service and financial interactions. The directive requires all institutions to comply by the end of April 2026.
Under the updated rules, banks are no longer allowed to communicate with customers through instant messaging applications when handling financial services or sensitive data. Institutions that fail to adhere to the regulation could face strict penalties including regulatory action financial fines or administrative sanctions.
The Central Bank of the United Arab Emirates highlighted that messaging apps pose significant risks due to increasing cases of fraud impersonation and unauthorized account access. The ease of forwarding messages and taking screenshots also raises serious concerns around data confidentiality and misuse.
Another key issue is data storage compliance. UAE regulations require all customer and transaction data to remain within the country. However information shared through platforms like WhatsApp may be stored or processed outside national borders which could violate local laws.
As part of the new directive banks are strictly prohibited from requesting receiving or sharing any personal or financial information through messaging apps. This includes transactions such as money transfers bill payments account creation or closure PIN setup and sharing of verification codes.
Additionally documents like bank statements identification records and forms must not be sent through these platforms. Even the use of VPN services does not exempt institutions from complying with these requirements.
This move is part of a broader effort by UAE authorities to strengthen financial security and protect consumers from digital risks. It follows recent regulatory changes aimed at tightening controls within the banking sector and enhancing data protection standards across the country.
