Your Business Account is held with ruya, a UAE-licensed bank. Like every UAE bank, ruya monitors account activity as the Central Bank of the UAE and anti-money-laundering rules require, and it may ask you for supporting documents on a payment. This is called a Request for Information, and it is a routine check rather than a sign that anything is wrong.
What the request looks like
The email comes from [email protected] and names the transaction it is asking about. It usually asks for a document you already have, such as the invoice behind a payment or proof that a payment was made.
ruya only ever contacts you by official email or phone. Nobody from ruya or Pemo will ask you for your password, your card details or a one-time code. If a message asks for any of those, it is not from us, and you should forward it to [email protected].
What to do
Read which transaction the request refers to.
Reply to the email with the documents it asks for.
Reply within 7 days.
If you do not reply within 7 days, the bank may place a temporary restriction on the account until it receives the information.
If you are not sure what is being asked for, contact Pemo through in-app chat or at [email protected] and we will help you put the response together.