Frequently Asked Questions
The following Frequently Asked Questions will help to answer some common questions regarding PKE AIM. For specific details on how to enter a transaction please refer to the PKE AIM Formatting Guide. If you do not find the answers to your questions below or in the PKE AIM Formatting Guide please contact the PKE Customer Support Centre for further assistance. PKE contact details can be found in the Contact Us section.
Hours of business?
PKE AIM is available 24 hours 7 days a week
PKE Customer Support Centre support is available between 08.30 and 19.00
Refer to the Shop Locator for branch hours of business
How do I contact PKE?
Contact details for the PKE Customer Support Centre can be found in the Contact Us section.
What is PKE AIM ?
PKE AIM is an online payments facility which enables you to send International Remittances online. All it requires is a one off Registration process at any one of our conveniently located branches.
Who can use this facility?
This facility can be used by all residents of Oman that hold a valid Resident card and have a bank account in Oman.
How do I Register for PKE AIM ?
Submit your Registration details on the PKE website by clicking Register Here and filling out the Registration Form. Then, go to any PKE branch to submit your valid Resident Card card and sign the Registration Form. When you visit the branch just provide your Resident Card number and our Executive will print your already prepared Registration Form for checking and signing.
If you are an existing customer of PKE you do need to fill out your details online as they will already be available on the PKE system and can be instantly retrieved to generate your Registration Form when you visit the branch with your valid Resident Card. The system will advise you if you are an existing PKE customer when you enter your Resident Card number in the Registration page.
Once the Registration process is complete you will receive an email with your Login ID and password to PKE AIM on the PKE website. You can then start making online International Remittances.
What currencies are available?
We are continually enhancing and expanding our products to cater for the unique requirements of the expatriate community living and working in the Sultanate of Oman. To view the up to date currencies available for PKE AIM please refer to the list of currencies displayed in the dropdown on the Get Quote or transaction screen.
What are the payment options available for using PKE AIM ?
Debit Card: You can use any local issued debit card.
Account Transfer: You can transfer the respective amount to PKE bank Accounts.
What happens if I provided invalid beneficiary account details?
When the beneficiary’s bank receives the funds they will check the account name and account number to validate the correct recipient. If these do not match then the payment will be rejected and should be returned to us automatically; this may take a day but could be significantly longer. We will notify you by email when we have received the returned funds and return the local equivalent converted at the prevailing rate by issuing you a Bank cheque in your name. This cheque can be collected from any one of our PKE branches after the confirmation from customer support or deposit to your bank account.
Please note, although it is unlikely that the incorrect account details will be valid for another recipient at the same bank, we cannot guarantee to return funds which have been paid into another account.
How long will it take for the payment to be received by the beneficiary?
Delivery times cannot be guaranteed due to involvement of independent banking institutions in the transfer process. However, indicative time is within the 48 working hours.
Will there be any additional charges levied on the beneficiary’s payment?
The beneficiary’s bank, and/or intermediary banks, may apply additional charges for handling the payment. These charges are deducted from the payment so, in such cases, the beneficiary will not receive the full amount of the payment you sent.
What should I do if I believe my bank account has been debited incorrectly?
You should first check the settlement details of the transaction in the My Transactions on your Online Account. If it appears there is a discrepancy please contact the PKE Customer Support Centre immediately for assistance. Contact details can be found in the Contact Us section.
Can I recall a payment?
Once the payment has been processed it is not possible to recall.
Are there any transaction limits?
There are no general restrictions on value or frequency of payments. However, when you Register with us you will be asked to provide an indication of your typical monthly volume of transactions. This information helps us detect any fraudulent use of your account and we may query any out-of-character transactions. Please keep us updated regarding any changes to your regular pattern or volume of transactions. This can be done by updating the details online in your Account Details.
There may be country specific limits that need to be observed. When entering a transaction PKE AIM will alert you of these restrictions.
How can I submit a query on a processed transaction?
Please contact the PKE Customer Support Centre. Contact details can be found in the Contact Us section.
How do I keep my Login details secure?
Your Login ID and password are the key to accessing your Online Account to use PKE AIM. The security of your Login ID and password is therefore very important. These guidelines are designed to help you keep your Login ID and password secure. By following these guidelines, you can assist in preventing misuse of your Login ID and password. PKE will not be liable for unauthorised transactions.
Protecting your Login ID and Password
To help protect your Login ID and password you must:
- Not disclose your password to anyone including a family member or friend
- Only disclose your Login ID to a member of the PKE Customer Ssupport Centre if you initiated the call
- Take care to prevent anyone else seeing your Login ID or password being entered electronically
- Try to commit your Login ID and password to memory and not write or indicate them anywhere without reasonably disguising them;
- Change your password immediately via the Change Password link on the website/mobile application if you become aware that your Login ID or password record has been lost or stolen, or known or used by someone else;
- Not choose a password which has an easily retrieved combination (for example, repeated numbers or letters); and
- Not choose a password that is easily identified with you (for example, your birth date, car registration, telephone number or your name or part of it).
Choosing a Secure Password
To help you ensure your password cannot be guessed by unauthorized users the Remittance Online service enforces the following rules when choosing a password:
- Must be at least 8 characters
- Must be a combination of numbers and characters
- Must not be similar to any personal details provided during the Registration, e.g telephone number
Disguising Your Password
If you record your password you must make a reasonable attempt to disguise it. The following are examples of what is NOT a reasonable attempt to disguise your password:
- Recording the password in reverse order;
- Recording the password as a telephone number where no other numbers are recorded;
- Recording the password as a telephone number with the password in its correct sequence;
- Recording the password among other numbers or letters with any of them marked to indicate the password
- Recording the password, disguised as a date (including your birth date) or as an amount; or
- Recording the password in an easily understood code.
You must not use any other form of disguise that may be easily discovered by another person.
I have forgotten my password. How do I get a new one?
If you cannot remember your password please click the Forgot Password link on the Login screen. You will be asked to provide your ID number or Login ID and email address. If the details are valid you will be automatically forwarded an email with your Login ID and password. If the details you have provided cannot be validated please contact the PKE Customer Support Centre to arrange for your password to be reset and emailed to you. They will ask for your security questions to validate your identity. Contact details can be found in the Contact Us section.
I have entered my password incorrectly and have been blocked from logging into my Online Account. What should I do?
If you have entered your password incorrectly 4 times your Login ID will be blocked for security reasons. Please contact PKE Customer Support Centre to unblock your Login and reset your password. Contact details can be found in the Contact Us section.
Why does the PKE AIM time out after a period of time?
As a security measure, if your connection to PKE AIM remains idle for more than 15 minutes the service will automatically time out and you will need to log back in.
Is PKE AIM secure?
Yes it is. PKE AIM website/mobileapp is encrypted with Cloudflair SSL certificates to provide you with secure access for your online transactions. A green “https” with a lock appears on your address bar as confirmation of the secure and encrypted pages.
What are the security questions for?
If you require assistance with your Online Account the security questions are used as an additional check by PKE Customer Support Centre staff to verify the identity of the caller. You should not share your security questions with anyone and only provide them to the PKE Customer Ssupport Centre if you initiate the call.