Support

GENERAL

1• What is Dubai Smart Travel?

Dubai Smart Travel is a project that digitizes the public sector payments for sea and land borders across United Arab Emirates. Dubai Smart Travel is a 4-click seamless solution that replaces a slow and cash intensive border payment journeys. The app allows individuals to purchase entry and exit vouchers to cross the borders. By downloading the app, the customers will purchase the vouchers faster and from anywhere, which will make them avoid long queuing at the borders, reduce time waste and limit physical transactions.

2• Who should use Dubai Smart Travel CBD Web Portal?

The CBD Portal can be accessed by the CBD Agent and the CBD PSP Operations Team. The CBD Agent can view daily transactions, and issue and refund the vouchers. The CBD PSP Operations Team can view and download reports for maintaining financials and proceed with the reconciliation process.

3• What do I need to register for Dubai Smart Travel CBD Web Portal?

CBD Agent and the CBD PSP Operations Team will receive their email address and password from Dubai Smart Travel Customer Support Team via email.

CBD WEB PORTAL

1• At the CBD counter, what are the different payment methods to buy vouchers?

At the counter, the traveler can either pay by card or cash. Both methods are accepted.

2• As a CBD Agent, do I need to print the vouchers and share with it with the traveler?

After purchasing the voucher, the traveler will receive an email with the voucher details. If needed, the CBD Agent can either print the vouchers and share them with the traveler or the traveler can take the voucher reference number.

3• Is the refund form mandatory?

For the refund process, the refund form is mandatory and needs to be signed by the traveler. The Refund Forms will be collected by the CBD agent and they will submit them to PSP Operations Team with the closing batch at day end.

4• After the refund, is the voucher canceled in the system?

Yes, after the refund the voucher will automatically be canceled in the system and the status of the voucher will change from “Active” to Refunded.

5• What are the different types of voucher statuses?

  • Active status means that the voucher is still available for use and not validated yet at the borders. 
  • Processed status means that the voucher has been used and validated by the immigration officer.
  • Refunded status means that the user has requested a refund and that the voucher has been refunded and cancelled in the system.
  • Expired status means that the voucher has exceeded the date limit of the voucher and cannot be used anymore.