Frequently Asked Questions

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.

Palladium has a purity value of 1000/1000.

You can trade 7/24.

No. Purchased Precious Metals are held digitally in registered accounts only.

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.

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.

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.

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.

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 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

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 13 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.

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.

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.

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.

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.

You can load money via your bank account or at an ATM.

With AHL Card, you can spend only as much as you load into your account and easily track all your transactions. You can use your AHL Card at all domestic POS terminals and for online shopping. You can perform transactions anywhere a debit card is accepted. Additionally, you can benefit from special campaigns and earn cashback on your purchases.

After logging into the application, click on the AHL Card menu and request the AHL Card of your choice from the "Dark" or "Moonlight" options.

The application fee is TRY 99. 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 AHL Card at all domestic POS terminals and for online shopping. You can perform your transactions at any point where a debit card is valid.

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.

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.