Frequently Asked Questions
You cannot return products.
Once your order has been placed, it cannot be cancelled.
Yes. Your order is covered by Ahlatcı Kuyumculuk’s insurance until it reaches you.
You can pay for products using your AHL Pay balance or credit card; if your balance is insufficient, use the “Deposit Money” option to top up and complete your physical gold &silver purchase.
To buy Physical Gold & Silver, you must be over 18 and hold a “Approved” account.
Products are shipped by Ahlatcı Kuyumculuk. The courier will text you when the cargo is dispatched and before delivery.
Yes, a service fee is charged.
Your invoice is sent with your product via courier.
Your order is shipped insured via PTT by Ahlatcı Kuyumculuk. If it is lost or damaged, a replacement will be sourced and shipped to you.
AHL Pay does not charge any commission fees. However, in accordance with the Presidential Decree, precious metal purchases are classified as foreign exchange transactions and are subject to a 0.2% Foreign Exchange Transaction Tax (Kambiyo Muamele Vergisi) based on the transaction amount.
Credit card payment is not available for Precious Metal transactions.
You need to be over 18 and have a “Approved” account to buy Precious Metals.
Yes. Precious Metal transfers can only be made between AHL Pay users who have a registered Precious Metal account.
It is 24‑carat with 995/1000 purity.
Silver has 1000/1000 purity.
Platinum has 1000/1000 purity.
You can trade 7/24.
No. Purchased Precious Metals are held digitally in registered accounts only.
No, the virtual card has no annual fee.
You can use your virtual card for online shopping, subscription payments and other digital platforms.
You can create up to two virtual cards for free every 30 days. If you exceed this limit, a fee of 25 TRY will apply for each additional card. Cancelled or inactive cards still count as active unless fully removed from the system.
You can create a virtual card in the AHL Pay app under the “AHL Card” menu.
Yes. Tap your virtual card in the AHL Card menu, go to “Card Settings”, freeze it and reactivate it whenever you wish.
You can spend up to the balance in your account.
Please call our contact centre on 444 90 66 or email us at destek@ahlpay.com.tr.
Download the AHL Pay app and, after verification, join any campaign via the “Discover” menu or the campaign page.
You should check the campaign details or the 'Participation & Rewards Terms' for more information
Joining our campaigns is completely free of charge.
If the code is invalid or not received, please call 444 90 66 or email destek@ahlpay.com.tr.
To benefit from campaigns, you must complete identity verification, have a “Approved” account and read the campaign details.
Open the “Payments” menu in the AHL Pay app and pay any bill you like.
You can pay your Natural Gas, Electricity, Water, Mobile, and Telecom bills directly through AHL Pay. For more details, please visit the "Payments" section in the app.
Yes. You can pay with contracted credit card brands in up to 12 instalments.
Yes. A fee of TRY 0.50 is charged per bill paid via AHL Pay.
Bill payments are forwarded to the institution instantly.
For cancellations or refunds, please contact the institution you paid.
Yes, you can pay a bill that belongs to someone else.
You can view the receipt in the account activity screen after the transaction.
A fee of 2 TRY is charged when you transfer money from your AHL Pay account to a bank account.
Yes, you can transfer money from your AHL Pay account to third‑party bank accounts.
Enter the phone number or account number of any AHL Pay user and send money instantly.
Transfer times vary according to bank and workload but usually take 15–20 minutes.
Money you send reaches the recipient’s AHL Pay account instantly.
You can find your limits under Account > Profile Settings > Fees & Limits.
You can send money to a bank account by following these steps in the app: "Transfer" > "Send Money" > "Send to Bank Account".
The FAST limit is set by the Central Bank at TRY 100,000 per transaction.
Through the AHL Pay app, you can request money from other users by entering their phone number, account number, or by generating a QR code
To request money, go to "Transfer > Request Money" and enter the recipient’s AHL Pay account number or phone number, or generate a QR code to share.
Yes, from the "Transfer > Request Money" menu, you can request money from another AHL Pay user by entering their account number, phone number, or by generating a QR code.
In Transfer > Request Money > Requests, you can see all outgoing and incoming requests and view the receipt under Account History.
Go to Transfer > Request Money > Requests to review all incoming and outgoing money requests.
With the contact sync feature, your phone contacts will automatically appear on the "Request Money" screen, making it easy to select the person you want to request money from.
You can find your limits under Account > Profile Settings > Fees & Limits.
You can deposit money from your bank account, via ATM with AHL Card, or with your credit card.
Yes. You can deposit cash via ATM to your AHL Pay account.
Yes, you can make transactions 24/7 with AHL Pay.
FAST (Instant and Continuous Transfer of Funds) is a payment system developed by the Central Bank of the Republic of Turkey (CBRT) that enables instant money transfers 24/7. With FAST, interbank transfers are completed within seconds, allowing users to send and receive money quickly and securely at any time.
Yes, since AHL Pay is a licensed participant of the FAST system, our users can generate their own IBANs. Once your account is verified, a unique IBAN will be assigned to you, allowing you to easily transfer money through your AHL Pay account.
Yes, you can perform QR transactions with AHL Pay.
Depending on system load, your funds will usually be credited within 15–20 minutes.
If you enter your AHL Pay account number incorrectly or incompletely in the description field when transferring from your bank account, the funds will be refunded to your account.
If you followed the steps correctly but the money is missing, call 444 90 66 or email destek@ahlpay.com.tr.
Transfers made with an incomplete or incorrect account number are reviewed by our support team. Once the review is completed, the funds will be refunded to your bank account. For more information, you can contact us via our support line at 444 90 66 or email us at destek@ahlpay.com.tr
Download the AHL Pay app, fill in the required information, and your account will be created as a “Begginer Account” with limited access. To unlock all features and transfer limits, go to the “Upgrade Account” section and complete video identification. Once verified, your status will change to an “Approved Account”, and you'll be able to use AHL Pay freely.
Opening an account on AHL Pay is completely free.
Tap “Forgot Password” in the app to set a new password.
Go to Account > Profile Settings > Update Password and change it easily.
Call our contact centre on 444 90 66 or email destek@ahlpay.com.tr.
You can add a bank account by following these steps: Transfer > Send to Bank Account > Add Bank Account.
Your account upgrade will be completed once you follow the Upgrade Account steps, verify your identity, and transfer 1 TRY from a bank account in your name.
Please call 444 90 66 or email destek@ahlpay.com.tr.
Any Turkish citizen aged 8 or over can open an AHL Pay account.
You can update your email address by going to: My Account > Profile Settings > Update Email.
Yes. After logging into the AHL Pay app, you can view all your account transactions under the "Account Activity" section on the home screen.
AHL Pay is an electronic money service that enables users to make money transfers, manage their payments, and perform various financial transactions.
First, check your spam and blocked messages. If the SMS has still not arrived, call 444 90 66 or email destek@ahlpay.com.tr.
Call 444 90 66 or email destek@ahlpay.com.tr for assistance.
To share feedback about AHL Pay, call us at 444 90 66. Your feedback helps us improve our services and is truly appreciated.
As an AHL Pay account holder, we are legally required to retain your information for a period of 10 years, in a manner that ensures it is available for audit purposes.
In accordance with Law No. 5549 on the Prevention of Laundering Proceeds of Crime, we are required to verify that the account truly belongs to you. For this reason, your identity information is necessary.
Yes. Client funds are safeguarded in protection accounts held with the Central Bank.
No. In accordance with Law No. 6493, electronic money institutions are not authorized to offer term deposit account services.
No. In accordance with Law No. 6493, electronic money institutions are not authorized to provide credit or lending services.
If you spot a suspicious transaction, call 444 90 66 immediately; our team will secure your account.
With our partnership with Ahlatcı Yatırım, you can open an investment account and trade shares.
It is a promotion where part of your spending at specified merchants is credited back to your account.
If your AHL Pay balance is insufficient, please top up. Otherwise call 444 90 66 or email destek@ahlpay.com.tr.
Go to Discover > Cashback Campaigns, select your preferred brand, and tap “Join Campaign.” Share the QR code or campaign code displayed on the screen with the store representative. Your payment will be instantly deducted from your AHL Pay balance. The cashback amount you earn will be credited to your AHL Pay account shortly, based on the campaign details.
Call 444 90 66 or email destek@ahlpay.com.tr for support.
Yes. You can return part of your purchase. When the refund is processed, the proportional cashback is deducted from your account.
The refund period is defined by the merchant where you made the purchase.
There is no upper limit to the cashback you can earn.
Yes. You can easily withdraw and deposit cash at any ATM with AHL Card.
You can load money via your bank account or at an ATM.
With your AHL Card, you can spend the amount loaded into your account and track your expenses easily. Use your TROY-branded card at all POS terminals and online stores within Türkiye. Use your Mastercard-branded card worldwide, wherever Mastercard is accepted. Enjoy exclusive offers and earn cashback on your purchases.
After logging into the app, go to the AHL Card menu and choose your preferred card design — "Dark" or "Moonlight" — and request it as either a Troy or Mastercard-branded card.
The application fee is TRY 99.90. After activation, TRY 200 spending balance will be credited to your account.
Once your AHL Card is delivered to your address, go to “AHL Card > Add Card” in the app, enter the required card details, and set your PIN.
Call 444 90 66 or email destek@ahlpay.com.tr.
There is no annual fee for AHL Card.
You can use your TROY-branded AHL Card at all POS terminals and for online purchases within Türkiye. Your Mastercard-branded AHL Card can be used both in Türkiye and abroad, at any POS terminal or online store where Mastercard is accepted.
If you prefer a physical card, you can choose between two designs — AHL Card Dark and AHL Card Moonlight — and place your order.
Yes. The same balance is available on all your AHL Cards and remains if you order a new one.
Your AHL Card will be delivered to your address by courier within approximately 2 weeks. After submitting your card request, you can track the delivery status from the "AHL Card > Card Details" menu in the app. Once your card is out for delivery, you’ll receive an SMS from the courier company with tracking information.If your card does not arrive, please contact us at 444 90 66 or email us at destek@ahlpay.com.tr.
If you believe a transaction is not yours, call 444 90 66 or email destek@ahlpay.com.tr.
If you choose to cancel your card, it will be permanently deactivated and cannot be reactivated; for temporary deactivation, use the “Freeze Card” option under AHL Card > Card Settings — you can reactivate it anytime.
Do not share your card details or PIN with anyone, including AHL Pay staff. We never request these via call, SMS or email.
Contact the bank that owns the ATM. Meanwhile, you can order a new card in the app.
You can enable or disable your AHL Card as often as you like. Simply select your card from the “AHL Card” menu and go to “Card Settings > Freeze Card.” You can reactivate it anytime.
Log in, open the “AHL Card” menu and follow Card Settings > Change PIN.
PayPuan is the reward point you earn through your purchases, based on the defined rates according to your card product category. Different card products offer different earning rates. You can view these rates under AHL Pay card product details.
Once your total PayPuan reaches 100,000, you can transfer it to your spending balance for use. Until then, it is stored in a separate "Point Balance."
After transferring to your spending balance, you can use PayPuan for in-store POS or e-commerce purchases, bill payments through the AHL Pay app, and physical gold & silver transactions.
Users can track earned and spent PayPuan via the AHL Pay app.
In refund transactions, the PayPuan earned from the original purchase will be deducted from your PayPuan balance.