e& Customer Care Number: 101, 800 101 and WhatsApp
The e& customer care number is 101 from an e& line and 800 101 toll-free from any other network or landline. Both run 24 hours a day. e& also answers on WhatsApp at +971 800 101 through its AI Virtual Advisor, offers chat in the e& UAE app, and gives roaming customers a free callback on +971 800 2300. For general questions there is a separate automated FAQ line, 800 3327.
- Calling from an e& line? Dial 101. From anything else, 800 101.
- Abroad? Use +971 800 2300 and ask for a callback.
- e& will only verify you by OTP or PIN, never by asking for card details.
e& customer care numbers at a glance
e& (still branded etisalat by e& on its consumer website) publishes several numbers, and the right one depends on where you are calling from rather than what your problem is.
| Number | Use it for | Cost |
|---|---|---|
| 101 | Customer care from an e& mobile | Free |
| 800 101 | Customer care from another network or a landline, and new subscriptions | Toll-free |
| +971 800 101 on WhatsApp | Chat with the AI Virtual Advisor | Data only |
| +971 800 2300 | Free callback while roaming abroad | Free callback |
| 800 3327 (800eFAQ) | Rashid, an automated voice agent for general questions | Toll-free |
Customer care is available around the clock. The first voice you hear on 101 is usually the Virtual Advisor, which understands spoken English and Arabic and can handle many requests without a human agent.
Which channel to use for which problem
Calling is not always the quickest route. Matching the problem to the channel saves a lot of waiting.
| Problem | Best channel |
|---|---|
| Check balance, data or bill | Codes such as *121# and *140#, or the app |
| Recharge or pay a bill | Quick Pay on eand.ae, or the app |
| Subscribe to or cancel a pack | The app, or the *101# menu |
| Internet or home service fault | 101 or 800 101, so a fault ticket is raised |
| Problem while abroad | +971 800 2300 for a free callback |
| Billing dispute or contract issue | An e& store, with your Emirates ID |
Anything involving identity, such as a replacement SIM, an ownership change or a dispute over who registered a line, will almost always end with a store visit and your original Emirates ID. Starting there saves a round trip.
Whichever channel you use, a few minutes of preparation shortens the conversation considerably. The Virtual Advisor and the agents behind it work through the same checks every time, so have these ready before you call or message.
- The mobile number, landline or account ID the problem relates to.
- Your original Emirates ID, if the request involves ownership, a replacement SIM or a contract.
- The amount and date of any charge you are disputing, ideally from the bill itself.
- A screenshot of any error message in the app or on the payment page.
- Any earlier complaint or ticket reference, so you are not starting from scratch.
If you are calling on behalf of someone else, such as a parent whose line is in their own name, e& will usually need to speak to the account holder or see their authorisation before making changes. Plan for that rather than discovering it halfway through the call.
WhatsApp, chat and the Virtual Advisor
e&’s WhatsApp channel and phone line both start with the same AI Virtual Advisor. It is available 24 hours a day and works in English and Arabic.
| Channel | How to reach it | Good for |
|---|---|---|
| Message +971 800 101 | Quick questions without a call | |
| App chat | e& UAE app on the App Store, Play Store or AppGallery | Account-specific help while logged in |
| Website support | The Support section on eand.ae | Guides and chat |
On WhatsApp, check that the account carries the verified badge before sharing anything. e& itself tells customers to look for it, because fake accounts using e& branding are common. The Virtual Advisor also works best with short, simple answers to its questions, and on a call, from a quiet place.
Fix it yourself first
Most of the reasons people call 101 can be handled faster from the phone.
- Balance and usage: see our e& balance check guide.
- Paying or recharging: see our e& Quick Pay guide.
- Your own number or account details: dial *101# and open Account information.
- Roaming packs: dial *177# or use the app before you travel.
If customer care does not solve it
Every UAE telecom complaint follows the same path. You must give e& the chance to resolve it first, and only then can you take it to the regulator.
| Stage | What to do |
|---|---|
| 1. Raise it with e& | Call 101 or 800 101, or visit a store, and get a complaint or ticket reference |
| 2. Follow up | Quote the reference rather than starting again |
| 3. Escalate | If unresolved, file a complaint with the TDRA, quoting the e& reference |
The TDRA is the Telecommunications and Digital Government Regulatory Authority. It expects to see that the operator has already had the complaint, which is why the ticket reference matters. Keep a note of dates, names and amounts as you go.
Spotting fake e& callers
Scammers often pose as e& staff, claiming a line is about to be cut or a prize is waiting. e&’s own fraud guidance makes them easy to identify: it verifies customers only through a one-time password or a security PIN, never asks for payment to a personal bank account, and never asks for money to release a gift. If a caller does any of those things, hang up and call 101 yourself. For unwanted sales calls, our guide to spam calls in the UAE explains how to block and report them, and the full telecom picture is in our UAE telecom guide.
Frequently asked questions
What is the e& customer care number?
101 from an e& mobile, and 800 101 toll-free from other networks and landlines. Both are open 24 hours a day.
What is the e& WhatsApp number?
+971 800 101. It connects you to e&’s AI Virtual Advisor. Check for WhatsApp’s verified badge before sharing any details.
How do I contact e& from abroad?
While roaming, dial +971 800 2300 for a free callback from an e& representative, rather than paying roaming rates to call 101.
Is e& customer care open 24 hours?
Yes. The phone line and the WhatsApp Virtual Advisor are available around the clock. Stores keep their own opening hours.
Last verified: November 2026 against e&’s Virtual Advisor, support, roaming and fraud pages, and its customer code of practice.
Written by Roman Shah · Reviewed by the UAEexplained editorial team
Source: e& (etisalat by e&) official website
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