Frequently Asked Questions About DEWA

DEWA Move-In
DEWA Move-Out
DEWA Move-To
DEWA Bill Payments
DEWA Refunds
DEWA Online Portal
Other DEWA FAQs

Are you moving into or out of your home in Dubai? Whether moving out of the country or relocating to another emirate, you still need to manage your water and electricity connection. Fortunately, everything from setting up the initial connection to deactivating your utilities in Dubai is handled by the Dubai Electricity and Water Authority (DEWA). What is DEWA? How to check the DEWA bill? What exactly is a One-Step Move-In? Read on to find out the answers to those and more frequently asked questions (FAQs) about DEWA.

Frequently asked questions about DEWA – How to Apply for Activation of Electricity and Water (Move-In)

If you have just moved to the emirate and want to know how to activate DEWA in your place of residence, here is what you should know.

What is DEWA?

The Dubai Electricity and Water Authority (DEWA) is the only water, electricity, and sewerage provider in Dubai. As of 2018, DEWA has served over 880,000 customers.

Will I need the Ejari to apply for a DEWA connection?

An Ejari tenancy contract is a mandatory document to apply for a DEWA account.

A look at frequently asked questions about DEWA can help you apply for the service in Dubai

How do I register for Ejari?

In most cases, the property agency handling the apartment or villa is responsible for getting the Ejari account. You can register for Ejari online or offline. For Ejari online registration, you may use these sources.

Ejari portal on the website of the Dubai Land Department (DLD)
DLD Dubai REST App

Those who wish to register for Ejari offline can take the relevant documents to Ejari typing centres in Dubai.

What is the fee for acquiring Ejari?

Do you have a DEWA FAQ regarding tenancy contracts? Here is the fee for Ejari issuance and the associated service charges:

Ejari Issuance fee: AED 170 payable to the Real Estate Regulatory Agency (RERA) via any authorised property management company or RERA approved centre. This amount is subject to change without
prior notice.
Service charges: AED 45 to RERA-Approved centres | AED 40 for Ejari issuance to authorised property management companies.

What if I am charged more than the standard fee from RERA approved centres or any property management company?

You can inform the Dubai Land Department to request appropriate corrective measures at this number:

DLD Contact: +971-800-4488

What is DEWA’s One Step Move-in?

DEWA is the only provider of water, electricity and sewerage services in Dubai

This automated move-in process for tenants can be initiated as soon as the Ejari is issued. The data is automatically sent to DEWA, and a corresponding account is created. Through this service, applicants can have their electric connections set up within a few days.

Will I need to submit Ejari for the Move-in services?

All DEWA customers (tenants only) must submit their Ejari to apply for the Move-in service.

Will I need to submit both my Ejari and tenancy contract for a DEWA Move-In?

Only the Ejari is required to apply for a DEWA Move-In as it replaces a traditional tenancy contract.

How can I use the One-Step Move-In?

Your account will be created as soon as your Ejari is. Once this is done:

All of your data will be transferred automatically to DEWA and your account will instantly be created
You will receive an email and SMS from DEWA, prompting you to submit the security deposit online or through any payment channels authorised by DEWA.

Your utility services will be activated as soon as your payments are made. This process does not require applicants to submit any documents.

What if I don’t receive my welcome email from DEWA?

If you haven’t received a welcome email from DEWA, your email ID may not have been correctly entered. You can contact them using the DEWA Smart App or the service’s official website.

Where do I apply to set up my DEWA account if I can’t use One Step Move-In?

If the One-Step Move-In isn’t an option for you, you can apply for a DEWA account yourself, either offline or online. Here is a brief overview of available options:

Online via the DEWA website or Smart App

The easiest way to submit water and electricity services applications in Dubai is via the DEWA Smart App or the DEWA official website. The mobile application can be downloaded from the Google Play Store and App Store. The service is available for 24 hours.

Alternatively, you can use the Dubai Now app to pay DEWA bills online.

Offline via DEWA Customer Happiness Centres

You can also acquire an application form and submit it at any of the several DEWA Customer Happiness Centres in Dubai. Just visit the centre nearest to you and:

Collect the DEWA application form
Fill it with the necessary details and submit it immediately
Pay the required security deposit at the counter
Collect the receipt for the deposit

As per the service’s website, you can find the centres in these locations:

Umm Hurair 2
Al Quoz
Umm Ramool
Ibn Battuta Mall
Dragon Mart 2
Dubai Festival City
Deira
Hatta Road
Al Qusais (Dubai Municipality building)

The customer care centres are generally open from 07:30 am to 02:00 pm from Saturday to Thursday. Furthermore, DEWA applications can also be submitted at real estate management companies via government-approved integration services between DEWA and the Dubai Land Department.

What are the essential documents for opening a DEWA account for a personal connection?

Here are the required documents for opening a DEWA connection:

Copy of valid tenancy contract (Ejari) in case of tenants
Completed application form
Title deed or proof of ownership in case of property owners

In case the applicant is not present, an authorisation letter is required.

What are the documents required to open a DEWA account for a company?

Do you have a business that needs a DEWA connection? To apply for one, you will need to present the company’s trade licence, passport copy of its official signatory and a NOC (No Objection Certificate) by the company.

What are the associated charges for activation?

Here are the service charges to activate electricity and water utilities for new premises

Connection of large electricity and water metres: AED 300
Connection of small electricity and water metres: AED 100
Registration: AED 10
Knowledge fee: AED 10
Innovation fee: AED 10

A VAT charge will apply where required.

What is a housing fee?

Residents are expected to pay a housing fee along with their DEWA bill, as per the requirements of Dubai Municipality. For owners, the calculation is based on the average rental value of their properties as set by RERA. For tenants, this amounts to 5% of the annual rent.

You can use the RERA rent calculator to figure out this amount.

How much is the DEWA security deposit?

This depends on the type of property you are moving into.

Residential flat: AED 2,000
Residential villa: AED 4,000

An additional charge of AED 130 must also be paid as the supply activation fee.

How to pay the DEWA security deposit?

There are two ways to do so.

Make the payment through any authorised channel. Examples include DEWA Customer Happiness Centres and the DEWA smart application.
You will receive a welcome email at your registered email address after your application has been approved. This will contain a link through which you can pay a DEWA security deposit online.

When will my utilities be activated?

The estimated delivery time for the One Step Move-In is 15 hours. If you have applied for the service offline or online, your utilities will be activated within 24 hours.

What is DEWA Premise Number?

Wondering how to find DEWA premise number? The DEWA Premise Number is a 9-digit number that is displayed at the entrance of each premise. You can use your DEWA account and premise number to view your bill online.

Frequently asked questions about DEWA: De-activation of Electricity and Water (Move-out)

What is the DEWA Move-Out service?

This refers to the deactivation of electricity and water supplies of the current premises. For this service, customers will need to provide:

Final bill payment in the current residence (if required)
Mobile number and move-out date

What are the documents required for a Move-Out?

The documents you need for the service include:

Emirates ID
For commercial properties, government agencies and industrial operations, a signed letter, sealed by the company owner, which has the customer account number and disconnection date, should also be included. The letter also needs to have the name of the authorised person to receive the final bill.
Authorisation letter in case of the final bill request (Residential customers)

What is the Move-Out service fee?

These fees are applicable for the deactivation of DEWA utilities:

Disconnection of water and electricity (small metres): AED 100
Disconnection of water and electricity (large metres): AED 300
Innovation fee: AED 10
Knowledge fee: AED 10

What is the estimated delivery duration fee?

Your final bill will be delivered within 24 hours and you will receive it in your registered email ID.

How do I apply for a DEWA Final Bill enquiry if I am leaving the city?

If you are exiting Dubai, you will need to deactivate your DEWA connections (Move-Out) from your home. The request can be made via DEWA’s office or online portal.

Frequently asked questions about DEWA – How to transfer DEWA connection: Move-to

What is the DEWA Move-to service?

The Move-To service is applicable for those who are relocating to another home within Dubai. In such a case, the customer’s security deposit will be transferred and current data updated according to the new premises. The application and associated documents can also be submitted in the establishments mentioned above.

What are the documents required for DEWA’s Move-To process?

Customers applying for transfers need these documents:

Tenancy contract for Freezone tenants
Ejari for non-Freezone tenants
Emirates ID (except for GCC Nationals)
Image of passport (GCC Nationals or investors)
Title deeds of new property (for property owners)
Trade licence (for commercial purposes)

What else will I be required to submit for a DEWA Move-to request?

Here are other service requirements for a DEWA Move-to request.

Premise number of the property you are moving out of
Move-out date
Premise number of the property you are moving into

Furthermore, you will be required to provide an Ejari number.

Move-To customers are not required to pay pending water or electricity bills left over by previous tenants

Will I be required to settle any overdue bills by previous tenants at the Move-to premises?

It is the landlord’s responsibility to resolve unpaid DEWA bills left over by a previous tenant. You are only required to settle any outstanding dues incurred in your existing home or office before applying for DEWA’s Move-To service.

When will the utilities be disconnected from my current residence?

The utility supply for your existing property will be cut off on your selected Move-Out date.

How do I know if my application was successful?

You will receive an SMS and welcome email with your premise details and DEWA account. You will also be sent the link for the online login.

What is the application process for Move-to?

Applicants need to settle any outstanding bills before they apply for a Move-To service.
Once this is done, you can submit the request on the aforementioned channels.
You will receive a reference number that will help you track your request.
You will also get the final bill from the Move-Out premises.

What is the estimated delivery duration?

This depends on the dates that the customer selects for Move-Out and Move-In. In general, it takes 24 hours from the date provided and is also subject to the required transfer or payment of the security deposit.

When will the supply to my new premises be activated?

The supply to your new home will be activated on the payment/transfer of the security deposit.

Do Thukher and Sanad cardholders get discounts on activation/deactivation?

Thukher and Sanad cardholders can get 50% discounts on DEWA activation and deactivation charges.

Frequently asked questions about DEWA bill payments

You can make DEWA bill payments either online or offline

How to pay the DEWA bill?

How to pay the DEWA bill? The service has made it incredibly convenient for customers to settle their utility bills and make other necessary payments to the service.

DEWA Smart App: Download, log in and use the DEWA Smart App to pay bills. This can be downloaded from App Store or Google Play.
DEWA Website: Pay your bills on the DEWA website at no extra cost. This service only accepts GCC cards.
EasyPay: A one-stop solution for DEWA bill payments.
Official Website: Log onto the official DEWA website and pay your bills immediately.
DEWA SMS mPay: You can register on the DubaiNow app to activate this service. To make bill payments more convenient, you can also use the Auto Payment feature, which will deduct the DEWA Bill amount from your credit card monthly.
Etisalat public payment machines: You can pay your DEWA bills (cash only) at the public payment machines in the UAE.
Tayseer: The Smart Collection Platform allows consumers to pay bills by using a reference number through Emirates NBD cheque deposit machines.
DEWA Service Centre: Head over to the nearest DEWA service centre to pay the bills.
EPPOC/ENOC: You can pay your DEWA bill during fuel-ups at either EPPOC or ENOC service stations.

You can also pay your DEWA bills using your bank. You can set up a direct debit from your bank or even make payments using the ATM. Additionally, some of the partnered banks also offer the facility for you to pay DEWA bills through the tellers at their physical branches or through phone banking services. The complete list of participating banks can be found on DEWA’s official website. These include Emirates Islamic Bank, Emirates NBD, Dubai Islamic Bank and First Abu Dhabi Bank.

How to download the DEWA bill?

The company sends payees emails as soon as their latest bills are ready. Your email will contain a link to the DEWA website. You can access the link to download your bill.

Can I pay someone else’s DEWA bill?

Yes, you can. You will need the person’s DEWA account number to pay their bills via the channels mentioned above.

Check out our guide on DEWA bill payment processes for more insight about paying electricity and water bills in Dubai.

Frequently asked questions about DEWA: Bill refunds

Is it possible to get a refund for the DEWA deposit?

Your DEWA security deposit is refundable through any branch of Western Union in the UAE or around the world. You can request a refund via the service’s official app or website.

How to get a refund from DEWA?

Log into your account on the service’s website or smart application and select Western Union as the option for the payout. They will be notified when their deposit is processed and is ready for collection. Customers can also request their deposits to be transferred directly to their bank accounts or receive them via mail.

Will I be charged for Western Union?

A processing fee of USD 5 or 1% refund amount may apply for using the service for the refund.

Frequently Asked Questions About DEWA – Online Portal

Can I register on the DEWA customer portal and how?

All of DEWA’s existing customers can register themselves on the portal. All you need to do is click on the “Register” option on the website and follow the steps.

Why does it say “password locked” when I try to log in?

You may find yourself locked out of your account if you cannot log in six times. You may click on the “reset your password” option to create a new password or call customer care at +971-4-601-9999.

How can I update my account details?

Login to your account and click on the Update Customer Information option
Select the account to be updated
Modify or add new details and click on “Update”

Frequently Asked Questions about DEWA