Question 1

I am a tenant and when I try to log on, I get an error ‘Login attempt failed, invalid credentials’. Please assist.

Accepted Answer

You may check and confirm if you’re using your registered email address as your username. If you do not have an account, please register on the community portal for access to the portal and make your amenity reservation. (http://ecmdirect.ae/)

Question 2

I know my email address is correct but my password is not working. What can I do?

Accepted Answer

Please click on ‘Forgot Password’ and state your email address. You will receive an automated email shortly with a link to reset your password. If you are a homeowner, you are registered automatically and all you need to do is click ‘Forgot Password’ and proceed to resetting your password in order to log in.

Question 3

I am a homeowner and when I try to log on I get an error ‘Login attempt failed, invalid credentials’?

Accepted Answer

Homeowners are already registered automatically, so you need to click on ‘Forgot Password’ and proceed to reset your password in order to log in.

Question 4

Can you tell me the procedure to register myself on the ECM website as I’m a tenant?

Accepted Answer

If you are a tenant, please follow the following steps to register yourself on your community portal. • Visit www.ecmdirect.ae and select your community. • Select ‘Register’ and choose ‘Tenant’. • Update your property details and personal information. • Upload all necessary documents as stated.

Question 5

I do not have my login details/password

Accepted Answer

Please check in your registered email, and spam folder. Please confirm your registered email is correct. If you can not find password, please do password reset.

Question 6

My login details are not working

Accepted Answer

Please do a password reset.

Question 7

I am not able to reset my password as I am not getting the OTP to login

Accepted Answer

Please check in your registered details (email/ contact), and spam folder.

Question 8

App is giving me message “User not found”

Accepted Answer

Please confirm your registered email is correct.

Question 9

All my properties are not showing after I logged into the app

Accepted Answer

Please confirm if your email registered with these properties, and if all properties under the same owner.

Question 10

One of my property isn’t showing after I logged into the app

Accepted Answer

Please confirm if your email registered with these properties, and if all properties under the same owner. If you are also a tenant elsewhere, please check you are not using tenant login

Question 11

How do I raise an NOC?

Accepted Answer

Please select the property for which you would like to raise the NOC. Go to "Raise Service Request" section to raise an NOC. Select the NOC category and upload required documents to raise a service request

Question 12

How can I check new project launches by Emaar?

Accepted Answer

Please go to section "Latest Launches" to explore new project launches by Emaar.

Question 13

How can I request for Emaar One on the go?

Accepted Answer

Please go to section "Emaar One on the go", choose the property for which you would like to book and then choose date and time to book the Emaar One on the go

Question 14

How do I check special promotions for Emaar residents on app?

Accepted Answer

Please go to section "Other Promotions" and check the promotions specifically for Emaar One app users

Question 15

How can I use vacation mode?

Accepted Answer

Please go to "Profile" section: - Switch on Vacation mode toggle button - When switched on, based on the logged in user, unit lists are displayed - Choose the unit from the list, if multiple. -Fill the form with the following details: ~ Date Out (Calendar Selection) ~ Date In (Calendar Selection) - When submitted, an email with the provided information to be sent to the Concierge/Community Management team - On the Usual patrols by ECM security they will notify customer in case of any suspicious activity

Question 16

How can I make advance payments?

Accepted Answer

Go to Login page of app Enter Customer account and last name Choose the appropriate type of payment Enter the amount to be paid Enter payment method details to complete payment

Question 17

Where can I see the status of the Service request raised?

Accepted Answer

Go to Home screen of app Click on "Requests" section and select the SR for which you would like to check status

Question 18

How can I book amenities?

Accepted Answer

Go to Home screen of app Choose the "Amenities" section Select the amenity to be booked and choose date and time Click on "Book amenity" to complete booking

Question 19

How can I rate Emaar One app?

Accepted Answer

If you are happy with your Emaar One App experience you can rate us 5 star on App store or Play store

Question 20

How can I book a Home service

Accepted Answer

Go to section "Book Home Service Now". Choose the property for which you would like to book the Home Service Choose the service category Select the service, vendor and then choose the Date and time of service Complete payment to book

Question 21

How can I reschedule the booking date

Accepted Answer

Customers can call 800Emaar or inform us about any changes in the booking through WhatsApp

Question 22

How can I pay for the booking

Accepted Answer

Customers can pay for the booking by entering their credit card details. Apple iPhone users can also choose the Apple Pay method to complete Home services booking

Question 23

The home services vendor came and informed me that the service will require additional labor or material charge. How can I pay that

Accepted Answer

Please request the vendor to raise an additional quote for the additional labor or material required. Once raised by the vendor customer can approve the same in Emaar One app to get the service completed.

Question 24

How can I inform the service details/specifics to vendor to ensure they bring the right tools/material for the service

Accepted Answer

Customers can add additional details about the job to be completed while booking a service after selecting date and time. Please add the details of service required in the "Add text" section of the app while booking the service.

Question 25

How can I provide my feedback for the service provided by the vendor

Accepted Answer

After a service is completed, next time a customer logs in to the app, customers can provide their feedback by choosing the star rating on the CSAT pop-up.

Question 26

I would like to suggest a vendor to be added to the Home Services section in Emaar One app

Accepted Answer

Please email /WhatsApp us your recommendation. We will be happy to add the suggested vendor to our ever-growing list of vendors after complete verification.

Question 27

I would like to recommend another service to be added.

Accepted Answer

Please email /WhatsApp us your recommendation. We will be happy to add the suggested service to our ever-growing list of services if applicable within home services category

Question 28

I would like to book services for more than one property

Accepted Answer

Go to section "Book Home Service Now". Choose the property for which you would like to book the Home Service Choose the service category Select the service, vendor and then choose the Date and time of service Complete payment to book

Question 29

When is payment cut from credit card after I book a home service

Accepted Answer

The payment is cut from credit card 3 hours before the scheduled time of the service.

Question 30

How can I add my business on Emaar One app to provide services to Emaar community residents?

Accepted Answer

You can WhatsApp your company name and services you would like to provide.

Question 31

Who can I get in touch with to get my business added on Emaar One app?

Accepted Answer

You can WhatsApp your company name and services you would like to provide.

Question 32

How can I get an NOC to access Emaar communities, for Emaar One app appointments?

Accepted Answer

You can get NOC through the portal: ecmpermits.ae

Question 33

Is there a fee to get my business added on Emaar One app?

Accepted Answer

Fee- contractors need to pay AED 250 (companies with less than 20 staff) to AED 650 (companies with more than 100 staff) per year to gain access to all communities

Question 34

How will I get paid for the appointments I service?

Accepted Answer

At end of month vendor can submit an invoice which will be settled by Emaar One Finance team

Question 35

What’s the difference between the access cards and transponders for apartments?

Accepted Answer

Access cards are used to access the building and the amenities area while transponders are used to access the car parking area.

Question 36

Can I apply for an additional access card and transponder?

Accepted Answer

If you are in an apartment complex, you can apply for an additional lobby access card by writing to us at communities@ecm.ae and it will be subject to availability and approval. As per the policy, the maximum number of parking transponders/access cards that can be issued against your property will be based on the number of parking bays allocated to you unless an additional parking bay has been bought. Lobby access cards will be issued based on the number of residents in the unit and as per the discretion of the Community Manager.

Question 37

I own a few villas in Emaar communities. How can I access these communities?

Accepted Answer

Visit www.ecmdirect.ae for the application for access cards and transponders and complete your application with the required documents before submitting it to the concierge, Security Office or Emaar Community Management Office. Please note that the accepting office may differ from community to community. So please speak to your concierge or community security to find out where you should submit your form. Once you receive your transponder, you may stick your transponders or your windows and the barrier gates at the entrance will open automatically.

Question 38

I live in one of the apartments by Emaar and I would like to pay for the access card I am going to apply for. Where can I make the payments and what are the charges?

Accepted Answer

You can approach the concierge of your building. The access card cost ranges from AED 100 to AED 200, depending on your building.

Question 39

How are the new access cards delivered?

Accepted Answer

New access cards will be sent to the concierge or your ECM community office. Once the access card is ready for collection, you will be receiving a notification.

Question 40

When does the access card expire?

Accepted Answer

The access card is deactivated when the tenancy contract expires. It can be reactivated by providing a copy of the new and valid tenancy contract. You may visit www.ecmdirect.ae to apply for tenancy renewal and upload your new tenancy contract, so the card will be reactivated.

Question 41

I have a visitor and I want to park in a section of the driveway that’s common property. Can I get permission to do this?

Accepted Answer

As a visitor, parking is only allowed up to four hours. All common area pathways must remain unobstructed by vehicles so there is clear access for pedestrians; and residents must park their cars within their property. This is also to ensure common areas are not damaged in any way.

Question 42

I have more cars than the allowed car parking allocation. Can I request an additional parking space and access card?

Accepted Answer

make your own arrangements to park your additional cars and they should not be parked in the visitors’ parking area.

Question 43

How can I apply for NOC for alterations?

Accepted Answer

NOC for Alteration needs to be applied by the property owners for their proposed modification works through the Emaar One app. to obtain the relevant approval. Hence, owners should access their Emaar One app. since it needs a log in, only the owner can apply for it.

Question 44

Can I apply for NOC for alteration if I don’t have title deed?

Accepted Answer

Yes, the property owner can still apply for NOC for Alteration through Emaar One app

Question 45

Although you wish to carry out Soft landscaping you would still need to apply for a “New Alteration Request”

Accepted Answer

Although you wish to carry out Soft landscaping you would still need to apply for a “New Alteration Request” via your Emaar One app. which is free of cost. You would need to attach the below to your application: i. Brief scope of work. ii. Valid Trade License copy of the service provider(s) / contractor(s). (Dubai Based registered with Dubai Municipality) iii. Existing photograph of the garden area. iv. Basic Landscape layout. The finance team can be reached on CreditControlDXB@Emaar.ae

Question 46

Whom can an email ID to finance team for any questions related to my property installments?

Accepted Answer

You may send an email to the finance team regarding questions related to my property installments on Emaarcollections@Emaar.ae.

Question 47

Why is it important to pay the Community Service Fee (CSF) and what if people do not pay their CSF?

Accepted Answer

Delayed/non-payment of the CSF has the potential to deprive your community of the funds required to continue the supply of essential services such as common area maintenance, air-conditioning, security, waste collection, street lighting and irrigation. Whilst we make financial provision to cover every contingency, timely payment of the CSF is vital to uphold the high standard of living you expect in your community. Ultimately, a possible increase in the overall CSF budget may have to be introduced to cover any deficits – and this will affect all homeowners.

Question 48

Why levy a Late Payment Fee?

Accepted Answer

As stated in the Sales and Purchase Agreement, payment of the Community Service Fee (CSF) in full and on time is the obligation of every homeowner. Failure to comply will result in the levy of a Late Payment Fee (LPF). Delayed/non-payment of the CSF has the potential to deprive your community of the funds required to continue the supply of essential services and whilst we make financial provision to cover every contingency, timely payment of the CSF is vital to uphold the high standard of living you expect in your community. Therefore, we charge 1% per month on any amount overdue after the CSF invoice date as a deterrent for homeowners who might default on their payments. We would like to add that all Late Payment Fee collections are reflected as income for their respective communities and go into the Community Service Fee account. Emaar Community Management does not benefit from this income in any way whatsoever.

Question 49

How to apply for Move in Permit?

Accepted Answer

Go to login page of app Choose option owner/tenant/agent as applicable Follow the steps as advised on app

Question 50

What are the required documents for issuing the Move Out Permit?

Accepted Answer

There are no documents required for a Move Out Permit. Simply log in to your community portal and apply for a move out with details on your move out date.

Question 51

What are the timings for moving in or out of Emaar Communities?

Accepted Answer

Once you have obtained an electronic Move In Permit, in order to maintain a peaceful environment for all residents, vehicles of contractors and movers will be allowed to enter the community premises as per below: Allowed Move IN & Move OUT Timings: Weekdays: 8AM to 6PM Weekends & Public Holidays: 10AM to 6PM Also, usage of power tools/drilling work are allowed only between 9am and 5pm to avoid any disturbance to other residents. Note for Friday Move In/Move Out: Please make sure that there should be minimal noise while carrying out the move in/move out.

Question 52

I need to move into my new home tomorrow and I did not know I have to apply for a Move In Permit. Please help.

Accepted Answer

Please log onto www.ecm.ae and choose the option ‘Apply for Your Move In Permit’. Once you have submitted the necessary documents and approval is provided, you will receive your Move In Permit in one business day sent to your registered email address.