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  • Can I send an SMS to 959 to enquire about the balance of another number?

    No, all the services on the 959 shortcode are limited to the number you are sending the SMS from.

  • My line is prepaid and I receive an error when I try enquiring about my balance by sending and SMS to 959?

    You won’t be able to enquire about your balance from a prepaid line. 959 shortcode is for postpaid lines only

  • I am trying to send an SMS to 959 from my postpaid line but i am receiving an error message?

    This might happen sometimes due to the overload on our server especially during the weekends and at the end of the billing cycle. If you are using the Arabic shortcodes you can try using English ones, if it is still not working you can try at another time

  • Can I send an SMS to 959 when my postpaid line is disconnected ?

    No , you’ll not be able to send to 959 when your line is disconnected , but you can use the other channels such as IVR and Self Care

  • Where do I get the details about my outstanding bill

    You can find this information on My Zain portal or by sending “BS” to 959

  • How can I know my bill amount?

    You can do this on My Zain portal by checking the payment history .

  • Is it possible to decrease the credit limit? If yes then how?

    Yes, you can use My Zain portal to decrease your credit limit or by sending “D” to 959

  • Are the there any charges for increasing the credit limit?

    There are no charges, you can use My Zain portal to see if you are eligible to increase your limit or by sending “CL” to 959

  • What is the due date of my bill

    You have 21 days from the bill date to pay your bill before it becomes over due.

  • How can I get my detailed call history?

    You can visit My Zain portal and view the “Usage Details” page or sending “BD” to 959.

  • Can I change my Bill layout? If yes? Is it free or charged?

    Sorry you can’t change the bill layout, we use a standard layout template for all our customers

  • I have made the payment on time but my line is still disconnected?

    Your line should be reconnected within 10-20 minutes from the payment. We might have some delays due to the overload on our systems during the billing days. We will appreciate if you can wait for some time, and if it is still disconnected you should call 959

  • Can I choose the language in which I want to receive my bill?

    Yes, you can choose either to have your bill in Arabic or English

  • Can I get a additional copy of my bill?

    Yes. You can print a copy of your bill from My Zain portal
    Or  by sending “BS” to 959
    Or by sending SMS to 959 as following: The SMS contains E additional to your E-mail .
    For example: E 123@xxxx.Com

  • I have not received my bill?

    Please call Zain call center 959 and verify your E mail address , for more information please click here

  • Can I print my on-line invoice and pay at my bank or a bank machine?

    Yes you can, but you have to fill SADAD form if you wish to pay through the bank teller

  • Is Online payment free of Cost?

    Yes it is free of charge.

  • Is it safe to make a payment with a credit card on my zain portal?

    Yes. Zain is applying the highest level of security standards in line with the requirements of international credit card issuing companies. We also have the best in class platform provided by our banking partners to ensure the safety and the security of your information

  • Can I make a payment before I receive a bill?

    Yes you can make a payment and it will be subtracted from your account balance

  • Can I know my unbilled amounts?

    Yes, you can do that on My Zain portal or by sending “UB” to 959

  • Can I make a partial payment?

    Yes you can

  • What options do I have to pay my bill?

    You can pay your bill on My Zain portal using your credit card, you can pay through SADAD or you can pay at any zain outlet

  • How can I verify my payments?

    You can do this on My Zain portal by checking the payment history

  • How can I change my Temporary/Permanent address?

    You can change it by visiting My Zain portal and changing your address in the “Profile Details” page

  • Why am I unable to increase my credit limit above 1000 Saudi Riyals?

    Because this is the maximum credit limit amount according to zain’s policies

  • Why am I unable to decrease my credit limit below 200 Saudi Riyals?

    Because this is the minimum credit limit amount according to zain’s policies

  • Can I get the international call prices via IVR?

    Yes, you can by pressing option 5 (postpaid) , Prepaid option (6)

  • Can I get my bill details via IVR?

    Yes , you can by pressing option 1

  • Can I increase or decrese my credit limit via IVR?

    Yes, you can by pressing option 1 then 3

  • How can I configure Data on my mobile?

    You don’t need to configure your data connection. Our network will detect whenever you insert the SIM card in a new mobile phone and it will send you the required data and MMS configurations.

  • Can I use my phone as a modem? If yes, how?

    Yes, our network allows you to use your device as a modem. However; this depends on the device itself. Most of the device manufacturers include this feature in their devices. Please refer to your device manual to check if this feature is available.

  • What should I do if my Smartphone is lost or stolen?

    - The mobile number (Zain number) should be recorded as a user for this device at least once during the previous month of the request.
    - Customer must visit Zain flagship.
    - Customer must provide the device IMEI number (International Mobile Equipment Identity' is a unique 15-digit number).
    - Customer must provide the proof of ownership (purchase invoice and warranty card form official dealer).
    - Customer must fill in device lock declaration.

  • How long is the warranty?

    2 years from the date of purchase.

  • If I found any problem in the device, for whom I go to?

    This issue has two ways:
    -    If you check the device and found the problem before you leave Zain branch, it is will be under zain warranty.
    -    If you check it after leave Zain branch, it will be under the dealer maintenance. 

    Handset models and Warranty Information

    Vendor

    Models

    Supplier/Warranty

    Apple

    All iPhone

    Zain KSA

    Huawei

    All MBB

    Zain KSA

    HTC

    All Models

    Khaled Al-Haddad for Telecommunication CO

    Samsung

    S5

    Khaled Al-Haddad for Telecommunication CO

    Note 4

    Integrated Distribution Solution LTD

    S6

    Integrated Distribution Solution LTD

    S6 EDGE

    Khaled Al-Haddad for Telecommunication CO

    J120

    Axiom Telecom

    J5

    Future For Modern Products

    S2 9.7"

    Smart Unit Trading Est.

    PIXI 3

    Axiom Telecom

    PIXI FIRST

    Axiom Telecom

    PIXI 4 7'

    Axiom Telecom

    ZTE

    F286

    ZTE (HK) Limited Saudi Arabia

    LG

    G4

    Tawzih

    DMP Devices (sold before Nov’16)

    Hussein Ali AbdulKhaliq Al Shahri

    Service Center Information

    Al Haddad

    City

    UAN

    Jeddah

    920009977

    Riyadh

    Dammam

     

    Axiom

    City

    UAN

    Jeddah

    920029464

    Riyadh

    920029465

    Dammam

    920029466

  • Is the device accessories like (charger, headphones, battery ...etc.) included in warranty?

    No, it is not included in warranty, however, in one case only (once the customer checks it before leaves the Zain shop after purchase)

  • What are the cases covered by the guarantee?

    The customers have purchased the device from the same Zain branch and there is a manufacturing issue in the device.

  • In case the device should be replaced and there is no more stock?

    The customer will get a new model as a replacement.

  • Is all devices purchased from Zain, covered by Zain and dealer maintenance warranty?

    The iPhone and MBB devices under warranty are to be replaced at Zain Flagships

  • Can I replace my SIM card with a new SIM?

    Please visit our outlets to replace your old SIM card. You will be charged 5 SAR for this service.

  • How can Zain protect the confidentiality of my information?

    Zain follows a clear policy regarding the confidentiality of its subscribers’ information. Access to your information is impossible, except for authorized personnel.

  • What are the documents required to buy a line from zain?

    - Biometric/fingerprint verification click here

    Men:

    1/ A copy of the Saudi ID, to present along with the original

    2/ Must be 18 or above

    Ladies:

    1/ Copy of the Saudi ID, to present along with the original

    Note: photo should be an exact copy of the original

    2/ Must be 18 or above

    In case Saudi ID is not available:

    1/ A copy of the Family ID, to present along with the original

    2/ Must be 18 or above

    3/ Ladies must be accompanied by a guarantor who should provide an original copy of his ID for comparison. Guarantor’s relationship to the lady must be one of the following: father, brother, son, uncle or spouse.

    Note: ID must be valid.

    Residents:

    1/ A copy of residency, to present along with the original

    2/ Minimum residency period must be more than 3 months GCC

    Citizens:

    1/ A copy of passport

    2/ Proof of residency in the Kingdom, such as a employment certificate from a local company or a proof of investment

  • What are the official working hours at Zain outlets during Ramadan?

    All through the month of Ramadan, working days are Saturday through Thursday, from 01:00 pm until 05:00 pm, then from 21:30 pm until 02:00 am. Outlets are closed during prayer time and Fridays from 21:30 pm until 2:00 am.

  • What are the official regular working hours at Zain outlets?

    Official working hours at Zain outlets are Monday through Friday, from 9:00 am until noon, then from 4:00 pm until 11:00 pm. Outlets are closed during prayer time and on Fridays from 4:00 pm until 11:00 pm.

  • What are the features that I can get from “My Zain Page”?

    You will be able to organize & update your personal profile, and change & retrieve your PIN code. You can also view your bill amounts, organize your bill usage, pay your bills, and recharge your prepaid line. You can also view you package details, points & free prizes, and add or cancel services.

  • Do I need to register in “My Zain Page” in order to benefit from its provided services?

    Yes, you need to register in My Account in order to benefit from its provided services.

  • How can I change my personal information?

    Through My profile section in My Account page

  • How can I reset my password?

    Through My profile section in My Account page

  • How can I know information & details about my package?

    Through Dashboard section in My Account page

  • How can I add or remove services from my line?

    Through My Services section in My Account page

  • How can I know my line usage details?

    Through Usage Details section in My Account page

  • How can I know recharge information and the current balance?

    Through Recharge History in My Account page

  • How can I pay my bill or recharge my postpaid line?

    Through Online Payment section in My Account page

  • How can I give my comments & notices regarding services provided by Zain?

    You can provide us with any comments or notices through “Contact Us”.

  • What will happen upon consuming all the data from the free monthly allowance, and the data bundle?

    You will be charged 8 Halalas per extra MB.

  • Will the customer be able to use the data from these data bundles on a secondary SIM, if he/she is subscribed to the Multi-SIM feature?

    The data will be added on the customer’s main account, and he/she can use it through any of the secondary SIMS.

  • Will the customer loose his free monthly data (depending on the package) upon subscribing to any of the data bundles?

    The customer will be able to use the free monthly data offered depending on his package, and the data from the data bundle will be added to his/her account.
    Example: if you are subscribed to Mazaya premium which gives you free monthly data of 2 GB, and you subscribed to the 1 GB data bundle, you will get a total of 3 GB.

  • How can I get additional information/support?

    Please contact Zain customer service on 0590000959 or 959 from your Zain line, visit  https://sa.zain.com/ or email us at broadband@sa.zain.com

  • How can I manage my Zain Speed Plan?

    Visit the Zain Speed self-service page: connect.sa.zain.com or log in into My Account from your Zain Speed Line. You will be able to recharge your line, renew or change your Plan, view your plan information, pay your bill, and check the data usage

  • How can I check the data balance left on my Zain Speed Plan?

    You can check your balance by visiting the  Zain Speed self-service page:

    connect.sa.zain.com or log in into My Account

  • How can I change my Zain Speed Plan?

    You can change your Plan by simply visiting the Zain Speed self-service page:

    connect.sa.zain.com or log in into My Account

  • Can I change my line from Prepaid to Postpaid & vice versa?

    Yes, by visiting Zain Shop however we advise you to utilize the unused balance and data before changing because you will lose remaining balance and data upon changing your line type.

  • Can I purchase a data SIM without a Broadband device?

    Yes, Zain offers a variety of plans with different data allowances and durations customers can choose any of our data plans that best suits your internet usage needs

  • How is the validity of the bundles calculated?

    A. Postpaid
    From the activation date

    B. Prepaid
    From the date of first data usage

  • Does the maximum 4G speed reach to 150Mbps?

    The Maximum 4G speed technology reaches 150Mbps and Zain is keen to offer the full speed to customer

  • How to connect to the internet using Zain SIM card?

    Connecting to Zain Internet is very simple, Zain Devices are pre-configured to connect directly to the internet (plug & play) just insert your SIM card in and device you wish to use and start enjoying the internet.
    Listed below are the configurations in case if you are using an aftermarket device, or need to re-configure your device:

    Access Point Name (APN)

    Zain

    User Name

    -

    Password

    -

    Dial Code

    *99#

  • If the device I purchased is faulty, what should I do?

    Zain offers an immediate non-conditional device replacement for our valued customers within 1 year of the purchase of any Speed device if the device is confirmed to be faulty under existing warranty conditions.
    Visit any Zain branch with proof of purchase and the sales agent will be more than happy to assist you.

  • Does Zain apply fair usage policy (FUP) ?

    No, Zain does not apply any policies, customers have the freedom to browse the internet at high 4G speeds at all times with no limits

  • What is “Mobile Number Portability “MNP” service?

    The mobile number portability or MNP, means that you can keep your number in case you want to move to another operator in Saudi Arabia. (the service is available to move between Zain, STC and Mobily, Lebara, Virgin)

  • How much this service will cost the customer?

    No charging fee for this service 

  • What are the procedures for transferring line?
    • Customer should visit ZAIN shop, to find the nearest shop click here
    • Customer should bring the original copy of national id / Iqamah to initiate the MNP request.
    • Customer will be able to choose between Post / Pre Packages .To find out more about Zain postpaid / prepaid Packages click here 
    • The customer will received inactive SIM card, SIM card will be activated once the other operator approve the request.
    • Customer line Status should be active in the former operator.

     

  • How long it takes to transfer the line?

    Customer MNP request will be Handled in 8 Working hours (Excluding weekend Friday / Saturday)

  • Who is eligible for this service?

    All voice lines (postpaid / prepaid) can benefit from this service. Data line are not eligible.

  • Can the customer transfer the ownership for his / her port in line?

    No, It’s Not Permissible to Transfer ownership of Ported IN Line.

  • In which condition the MNP request will be rejected?

    The request will be rejected if the ID/ Iqamah is not identical to submitted documents

  • What happen if Customer Got Vanity Number or Device Commitment and raise Port out request?

    Customer Will Bear the Charged Commitment Amount.

  • What is Zain Plus?

    Zain Plus is a rewards program which allows customers to accumulate points and redeem them for special rewards, like free local minutes or SMSes, international SMSes, or free Blackberry service.

  • How can I join Zain Plus?

    All existing customers & new customers will be automatically enrolled in our Zain Plus rewards program.

  • When can I start accumulating points?

    Customers can accumulate points as soon as they are enrolled in the program.

  • Is there a minimum or maximum amount for the points I will be able to collect?

    No, there is no minimum or maximum amount. Any payment received from customers will qualify them to earn points.

  • Is there a validity period for the points collected?

    Each point will have a 24-month-validity period starting from earning date for that point, in which it can be redeemed.

  • How can I redeem my points?

    Zain Plus offers its customers different channels for redeeming the rewards. Customers can either use IVR, self-care portal (My Zain Page) & SMS, or visit any Zain shop where they will be assisted by the sales agent.

  • Where can I find the list of redemption gifts?

    The list of redemption options can be found on the Zain website or on the catalogue available in Zain’s shops. Furthermore, the IVR “Zain Plus Menu” can provide info about the possible redemption options according to the caller's accumulated points or you can also send “gift” to 959 and you will get a list of Zain Plus rewards list.

  • What will I get if I get upgraded to Gold or Platinum membership?

    Zain Plus will reward Gold members with 20% bonus points on each acquired point, and Platinum members with 30% bonus points.

  • How can I upgrade to Gold or Platinum level?

    The customer will be automatically upgraded to Gold or Platinum membership, upon making payments with the following qualifying values within a 3-month period.

     

    Zain plus Memberships Qualifying Payment values

    Gold

    450 SAR

    Platinum

    1,350 SAR

    This means that the customer has to accumulate 450 SAR or above within a 3-month period to be upgraded from Silver level to Gold level OR the customer has to accumulate 1,350 SAR
    or above within a 3-month period to be upgraded from Silver or Gold level to Platinum level.

  • Can I be upgraded from Silver to Platinum, or do I have to be a Gold member first?

    If the silver customers’ payments within 3 months are equal to the qualifying payment values of the Platinum membership, they will be automatically and immediately upgraded to Platinum.
    I.e. if a Silver customer accumulates SAR 1,350 or above within 3 months or less he/she will be automatically upgraded to Platinum level which allows him/her to get 30% additional bonus points on each acquired point.

  • How can I stay in Gold or Platinum level to keep enjoying the additional bonus points?

    • To stay in the Gold level, you have to keep accumulating SAR 450 or above within a 3-month period to keep enjoying the 20% additional bonus points.
    • To stay in Platinum level, you have to keep accumulating SAR 1,350 or above within a 3-month period to keep enjoying the 30% additional bonus points.

  • Account Access & Profile Settings

    You can log in to “My Account” in 4 different ways:

    • Auto detection: it is working only if you are using zain internet service, which gives you a fast access to your account by authenticating the mobile number you are using for the internet connection 
    • Login with password: you can create account password through profile setting page, this password can be used to access your account anytime and anywhere; your zain number will be the user name.
    • Using social media account: through profile setting you can connect your social media account with zain account, then the existing information from the social networking service ( Facebook, Twitter or Google+) will be used to sign into” My Account”
    • Using email address: Similarly you can connect your zain account with your personal e mail to be used as a user to sign into “My Account”
  • Dashboard

    The Dashboard is a centralized page to give you a quick overview to your account information, you will have a quick access to :

    • Contract information
    • Billing and Usage information
    • Balance and validity
    • Services management and service history 
    • Paying Bills and payments history
    • Ability to customize the view based in your preferences 
  • Payment & Recharge

    Use your credit card (Visa, MasterCard or American Express) to make instant mobile recharge and bill payment or use Zain data voucher to recharge your data account instantly.
     

  • Summarized & Detailed Usage
    • View the records of your calls , and data usage for the current month and the previous 5 months at My Zain from Usage Summary
    • View your usage history which includes the date, time, call duration, and number called/messaged for your outgoing and incoming calls and messages and many other preferences from Usage Details page.
  • My Services

    Add Zain services (such as Internet services, Call forwarding, Voice mail, Don’t disturb service and others) from My Service page in My Account. 

  • My Lines

    View all the lines registered under your main contract and start managing them one account, however to secure the highest level of confidentiality and privacy for your lines please follow the below step to get the authority to access it:

    • Select the number you would like to connect to your account.
    • *the number you intent to link and manage, has to be registered to the self-care first.
    • A verification message will be sent to that number.
    • Confirm the verification code on your account
    • Select the number now from the number list on the top of the My Account side menu and start managing it
  • Help & Support

    Through help and support:

    • Get a direct access to chat with zain live customer service representative.
    • Have the ability to open a direct request to our customer helpdesk support.
    • Monitor the request status with the ability to view the request’s history as well.

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