Last updated on December 3, 2025
Ever found yourself scratching your head, wondering where your Du prepaid balance went? You topped up your phone just a few days ago, maybe even yesterday, and now it’s mysteriously depleted.
It’s a frustrating experience, isn’t it? One minute you have enough credit for calls or data, and the next, it’s gone, eaten away by charges you don’t recall authorizing.
You’re not alone in this. Many Du prepaid mobile users across the UAE face this exact issue, feeling a pinch in their wallet from unexpected deductions.
The good news is, there’s usually a clear reason behind these disappearing acts, and more importantly, there are effective ways to stop them.
This isn’t about blaming you; it’s about empowering you with the knowledge and tools to take back control of your mobile spending.
Whether it’s an auto-renewing service you forgot about, a sneaky value-added subscription, or even an accidental click, your balance doesn’t have to keep vanishing.
We’re here to walk you through a comprehensive guide for 2025, specifically tailored for Du prepaid users in the UAE.
This article will show you exactly how to identify, manage, and ultimately deactivate all those unwanted services that might be draining your credit.
We’ll cover everything from simple SMS codes to using the official Du App, and even when and how to reach out to customer service.
You’ll also learn how to spot common scams and put proactive measures in place to prevent future deductions.
By the end of this guide, you’ll have a clear roadmap to ensure your Du prepaid balance stays exactly where you want it – in your account.
No more surprises. No more unwanted charges. Just complete control over your mobile services and spending.
Let’s dive in and put an end to those mysterious deductions once and for all.
Why Your Du Prepaid Balance Disappears Unexpectedly
It’s incredibly common for Du prepaid users to experience unexpected balance deductions. Often, it feels like your credit just vanishes into thin air, but there are usually specific, identifiable reasons behind it. Understanding these can be the first step in stopping those unwanted charges.
Common Causes: Auto-Renewals, Accidental Subscriptions, and VAS
One of the biggest culprits behind a disappearing Du prepaid balance is **auto-renewal**. Many services, especially daily or weekly data bundles, premium SMS subscriptions, or even promotional offers, are designed to automatically renew once their validity period ends. If you activated a service once and forgot about it, it could still be deducting funds regularly.
**Accidental subscriptions** are also a frequent issue. Sometimes, while browsing the internet or interacting with an ad, you might inadvertently click on a banner or link that subscribes you to a service. These “one-click” activations can be very subtle, and you might not even realize you’ve signed up until your balance starts dwindling.
**Value-Added Services (VAS)** are another major source of deductions. These are extra services provided by Du or third-party content providers, ranging from news alerts, horoscopes, gaming subscriptions, ringtones, or even religious content. While some VAS are genuinely useful, many are activated without clear user consent or understanding of recurring charges. For example, you might sign up for a “daily jokes” service that bills you AED 1 every day.
Understanding Third-Party Charges and Promotional Offers
**Third-party charges** are particularly tricky because they often come from external providers, not directly from Du. These services typically bill directly to your mobile account, making it seem like Du is deducting the money, when in fact, Du is just facilitating the payment for another company’s service. Identifying these specific providers is key to unsubscribing.
Du, like other telecom providers, frequently rolls out **promotional offers**, sometimes for free for a limited period, then converting to a paid subscription. It’s easy to sign up for something that seems free, only to forget that it will eventually incur charges. Always read the terms and conditions, especially the fine print about what happens after a trial period ends and how to cancel before charges begin.
Method 1: Deactivating Du Services via SMS Codes (2025 Updates)
SMS codes remain one of the quickest and most direct ways to manage your Du prepaid subscriptions. These codes are designed to give you immediate control, and they’re especially useful if you don’t have internet access or prefer a simple text-based solution. While the core codes remain reliable, it’s good to know the current ways to use them in 2025.
Using the ‘STOPALL’ Code to 9000 for General Services
If you’re unsure which services are active or suspect multiple unwanted subscriptions, the “STOPALL” command is your best first line of defense. Simply open your messaging app and send an SMS with the word “STOPALL” (case-insensitive) to the number 9000. This command is designed to deactivate a broad range of Du-related value-added services and recurring subscriptions.
It acts as a blanket unsubscribe, attempting to stop all active services linked to your account. You should receive a confirmation message listing the services that have been deactivated or indicating that no active services were found. Keep in mind that “STOPALL” might not cover all specific data bundles or legacy plans, so other methods might still be needed.
Specific Codes for Third-Party and Premium SMS Services (e.g., 7726)
For more specific issues, particularly with third-party or premium SMS services, you might need different codes. The most effective method is often to **reply “STOP” to the specific shortcode or number that is sending you the unwanted messages or deducting money**. For instance, if you’re getting daily news alerts from “5555,” try sending “STOP” to 5555.
Additionally, 7726 is a common number used in the UAE for reporting spam and fraudulent SMS messages. While sending “STOP” to 7726 can sometimes help with generic premium content subscriptions, its primary role is often for reporting, not direct deactivation of all services. Always prioritize replying “STOP” to the original sender if possible.
Deactivating Data Packages and Managing Plans via USSD Codes (*135#)
Daily data packages or social media bundles sometimes have their own specific deactivation methods. While “STOPALL” to 9000 can sometimes catch these, it’s not always guaranteed for all specific packages. For a comprehensive overview and management of data and combo plans, Du’s USSD codes are highly effective.
Dialing ***135#** on your phone often brings up an interactive menu where you can check your active subscriptions, manage data add-ons, and find options to deactivate services. Navigate through the menu options to find “Manage Subscriptions,” “My Services,” or a similar choice. This menu is frequently updated and provides real-time control over many of your active plans.
Confirming Deactivation: What to Look For in Reply Messages
After sending a deactivation SMS or using a USSD code, it’s crucial to wait for a reply message. Du will usually send an SMS confirming that the service has been successfully stopped. This confirmation is your proof of deactivation. If you don’t receive a confirmation, or if the message indicates that the service couldn’t be stopped, it means the deactivation was unsuccessful, and you’ll need to try another method or contact customer service.
Keep a record of these confirmation messages, as they can be helpful if you need to escalate the issue later. If you continue to receive charges for a service you’ve supposedly deactivated, this message will be important evidence.
Method 2: Managing Du Subscriptions Through the Official Du App
In today’s digital age, the Du App is arguably the most convenient and comprehensive way to manage your prepaid services. It offers a visual, user-friendly interface that allows you to see all your active subscriptions in one place and deactivate them with just a few taps. It’s an essential tool for any Du prepaid user.
Downloading and Logging In: Android and iOS (Updated for 2025)
First things first, make sure you have the official Du App installed on your smartphone. You can find it on the Google Play Store for Android devices or the Apple App Store for iOS devices. Search for “Du App” or “Du UAE” to ensure you download the correct application.
Once downloaded, open the app and log in using your Du mobile number. You’ll typically receive an OTP (One-Time Password) via SMS to verify your identity. If it’s your first time using the app, you might need to register a new account, which usually just involves setting a password after verifying your number. The app’s interface is regularly updated, so in 2025, you’ll find a streamlined experience focused on ease of use and clear navigation.
Navigating to ‘My Subscriptions’ and Active Services
After successfully logging in, you’ll usually land on the app’s home screen, which provides an overview of your balance and active plans. To find your subscriptions, look for a section typically labeled “My Services,” “My Subscriptions,” or “Active Plans.” This is often accessible from the main menu (sometimes represented by three horizontal lines or a “More” option) or directly on the dashboard.
Tapping on this section will display a list of all the services, bundles, and value-added subscriptions currently active on your Du prepaid number. This includes data plans, international call packs, premium content subscriptions, and any other recurring services that might be deducting your balance. The app provides the most complete and up-to-date view of your active services.
Step-by-Step Deactivation within the App Interface
Once you’re in the “My Subscriptions” area, you’ll see each active service listed. Next to each service, there should be an option to manage or deactivate it. This might appear as a “Deactivate,” “Unsubscribe,” “Manage,” or a toggle switch. Tap on the specific service you wish to cancel.
The app will then typically ask for confirmation before deactivating. Read the confirmation message carefully to ensure you’re stopping the correct service. Confirm your choice, and the app will process the request. You should receive an in-app notification and often an SMS confirmation once the service is successfully deactivated. If there are any associated penalties for early termination (though less common with prepaid), the app should inform you clearly.
Benefits of Using the App for Real-Time Monitoring and Control
Using the Du App offers significant advantages for managing your prepaid account. It provides real-time visibility into all your active services, meaning you can check your subscriptions anytime, anywhere. This proactive monitoring helps you catch unwanted subscriptions early, before they drain too much of your balance.
The app also often provides details about each service, including its cost, renewal date, and terms, which isn’t always clear with SMS methods. It’s a powerful tool for maintaining complete control over your Du account and preventing future unwanted charges, making it the most recommended method for managing your services.
Method 3: Direct Assistance from Du Customer Service
While self-service options like SMS codes and the Du App are incredibly convenient, there are times when direct assistance from Du customer service becomes necessary. Sometimes, a persistent deduction might not respond to automated methods, or you might need more personalized help. Don’t hesitate to reach out if you’re stuck.
When to Call: Situations Requiring Direct Support
You should consider contacting Du customer service if:
- You’ve tried SMS codes and the Du App, but a specific service or deduction persists.
- You’re unable to identify the source of the deductions, even after checking the app.
- You suspect fraudulent activity on your account.
- You need a detailed breakdown of charges that isn’t clear from your balance history.
- You’re seeking a refund for unauthorized deductions.
- You have a complex issue that requires human intervention and explanation.
Contacting Du via Phone (155 or 00 971 4 390 5555) and Live Chat
The primary way to reach Du customer service is by phone. You can dial **155** from your Du mobile number within the UAE. If you’re calling from another network or internationally, you can use the number **00 971 4 390 5555**. Be prepared for some waiting time, especially during peak hours, so try calling during off-peak times if possible.
Alternatively, Du offers live chat support, usually accessible through their official website (du.ae) or within the Du App. Live chat can be a good option for less urgent issues or if you prefer to have a written record of your conversation. Look for a chat icon or “Contact Us” section on their website or app. This can be particularly useful for keeping a transcript of your interaction.
Preparing Your Account Information for a Smooth Process
Before you contact customer service, gather all relevant information to make the process as smooth as possible. Have your Du mobile number ready, along with your Emirates ID details. Be prepared to explain the issue clearly, including:
- When you first noticed the deductions.
- The specific amounts being deducted.
- Any SMS codes you’ve already tried and the responses received.
- Screenshots from the Du App (if applicable) showing active services or deduction history.
- The exact dates and times of suspicious deductions, if you have them.
The more information you can provide, the faster the customer service representative can assist you.
What to Do if Du Customer Service is Unresponsive or Unhelpful
While Du aims to provide good service, there might be instances where you feel your issue isn’t being resolved. If a customer service representative is unresponsive or unhelpful, politely ask to speak to a supervisor or to have your case escalated. Note down the name of the representative you spoke with and the time of the call, along with any reference numbers provided.
If you’re still not getting a resolution, don’t give up. The next step is to use Du’s formal complaint channels, which often involve submitting a written complaint through their website or by email. If all internal Du channels fail, you can then escalate the complaint to the Telecommunications and Digital Government Regulatory Authority (TDRA), which is the regulatory body for telecom services in the UAE. They can mediate on your behalf.
Identifying and Avoiding Unauthorized Du Charges & Scams in 2025
Unfortunately, alongside legitimate (but sometimes unwanted) subscriptions, there’s a darker side: outright scams and unauthorized charges designed to trick you out of your Du prepaid balance. In 2025, these tactics continue to evolve, so staying vigilant is crucial to protect your credit.
Recognizing Fraudulent SMS, Calls, and Fake Du Representatives
Be extremely wary of unsolicited SMS messages or calls claiming to be from Du. Scammers often send messages congratulating you on winning a lottery or a large sum of money, asking you to call a premium number or provide personal details to claim your prize. Du will never ask for your personal banking information or lottery winnings via unsolicited messages or calls.
Fraudulent calls might involve individuals posing as Du customer service or technical support, attempting to gain access to your account or convince you to make a payment to an unofficial account. Always confirm the identity of the caller if they ask for sensitive information. If in doubt, hang up and call Du’s official customer service number yourself (155 or 00 971 4 390 5555).
Beware of Phishing Websites and Recharge Scams
Phishing is a common tactic where scammers create fake websites that look identical to the official Du portal. They might send you links via SMS or email, hoping you’ll enter your login credentials or payment details on their fraudulent site. Always check the URL carefully before entering any sensitive information. The official Du website is **du.ae**.
Recharge scams also proliferate. Some scammers might offer “discounts” on Du recharges via unofficial channels, often asking for payment through platforms like Google Pay, WhatsApp, or direct bank transfers to individual accounts. Once you transfer the money, they disappear without providing the recharge. Always purchase Du credit or services through official Du channels, authorized retailers, or the official Du App to ensure your money is safe.
Tips for Protecting Your Personal and Payment Information
To keep your Du prepaid balance safe:
- **Never share your OTPs (One-Time Passwords):** These are meant for your eyes only and should never be given to anyone, even if they claim to be from Du or a bank.
- **Verify caller identity:** If someone claiming to be from Du asks for personal information, politely decline and call Du’s official customer service number back to verify.
- **Use strong, unique passwords:** For your Du App and any online accounts linked to your mobile number.
- **Be cautious with public Wi-Fi:** Avoid making financial transactions or accessing sensitive accounts on unsecured networks.
- **Regularly check account activity:** Use the Du App to monitor your balance and active subscriptions for any unusual activity.
Reporting Suspicious Activities to Du and Authorities
If you encounter any suspicious SMS messages, calls, or websites, it’s crucial to report them. You can forward suspicious SMS messages to Du’s designated spam reporting number, which is often **7726**, or check their official website for the current reporting method. You should also inform Du customer service about any fraudulent calls or websites you encounter.
For more serious cases of fraud or if you’ve been a victim, you should also consider reporting the incident to the UAE cybercrime unit or the local police. The TDRA also plays a role in regulating telecommunications and can be contacted for complaints related to unfair practices or scams, providing another layer of protection.
Proactive Strategies to Prevent Future Du Balance Deductions
Stopping current unwanted deductions is great, but preventing them from happening again is even better. By adopting a few proactive habits and being mindful of how you interact with services, you can effectively safeguard your Du prepaid balance and avoid future surprises.
Regularly Checking Your Active Subscriptions and Usage (*135#, Du App)
One of the most effective preventive measures is to regularly review your active subscriptions. Don’t wait until your balance is low to check. Make it a habit to use the Du App at least once a month to see what services are active on your number. The app gives you a clear, visual overview and makes it easy to spot anything you don’t recognize or no longer need.
If you prefer a quick check without the app, dial ***135#** from your Du number. This USSD code often provides options to check your balance, usage, and active subscriptions. While it might not be as detailed as the app, it’s a good way to get a snapshot of your services on the go, especially if you’re experiencing unexpected deductions.
Exercising Caution with New Subscriptions and Promotional Offers
Before activating any new service, whether it’s a data bundle, a promotional offer, or a value-added service, take a moment to understand exactly what you’re signing up for. Don’t blindly accept offers just because they seem attractive or free for a short period.
Pay particular attention to the terms and conditions regarding renewal. Does it auto-renew? What’s the cost after the free trial? Is it a daily, weekly, or monthly charge? A few moments of caution upfront can save you a lot of hassle and lost balance later. If you’re unsure, it’s better to hold off or seek clarification from Du.
Understanding Terms and Conditions Before Activating Any Service
This point can’t be stressed enough. The terms and conditions (T&Cs) contain all the crucial details about a service, including its duration, cost, renewal policy, and deactivation method. While they can be lengthy, focus on the sections related to pricing, billing cycles, and how to cancel. Look for keywords like “auto-renewal,” “recurring charges,” and “cancellation policy.”
If you’re activating a service via SMS, the reply message often contains a link to the full T&Cs or a summary. For app-based activations, the details are usually available right there on the service’s information page. Make it a personal rule to skim these details before you commit, even for seemingly small offers.
Considering Separate Payment Methods for Online Transactions
If you frequently make online purchases or subscribe to digital content, consider using a separate payment method that isn’t directly linked to your Du prepaid balance. This could be a dedicated debit card with a limited balance, a virtual card, or even a different prepaid card.
By compartmentalizing your online spending, you create a buffer that protects your main mobile balance from accidental or unauthorized deductions that might occur through third-party billing agreements. This way, even if a subscription does somehow get activated, it won’t directly impact your ability to make calls or use your primary data plan, giving you more peace of mind.
What to Do If Deactivation Fails or You Suspect Fraud
Sometimes, despite your best efforts, a service might refuse to deactivate, or you might find yourself in a situation where you strongly suspect fraud. When self-service methods fall short, it’s time to escalate the issue. Knowing the proper channels and steps to take can make a significant difference in resolving the problem and potentially recovering lost funds.
Documenting Your Attempts and Communications
Before escalating, ensure you have a clear record of everything you’ve done so far. This includes:
- Dates and times you tried deactivating services via SMS (keep screenshots of sent messages and received confirmations/errors).
- Screenshots from the Du App showing active services and any deactivation attempts.
- Dates and times of calls to Du customer service, along with the names of representatives you spoke with and a summary of the conversation.
- Any reference numbers or complaint IDs provided by Du.
This documentation will be invaluable if you need to prove your case to Du or regulatory authorities, providing a clear timeline of your efforts.
Filing a Formal Complaint with Du’s Escalation Channels
If initial contact with Du customer service doesn’t resolve the issue, it’s time to file a formal complaint. Du, like any major service provider, has an internal escalation process. You can usually find information on how to file a formal complaint on their official website (du.ae) under the “Contact Us” or “Support” sections. This often involves filling out an online form or sending an email to a dedicated complaints department.
Clearly state your issue, provide all your documentation, and explain what resolution you’re seeking (e.g., deactivation, refund). Always request a complaint reference number and a timeline for resolution, and follow up if you don’t hear back within the stated period.
Contacting the Telecommunications and Digital Government Regulatory Authority (TDRA)
If Du’s internal complaint process fails to provide a satisfactory resolution, your next step is to approach the Telecommunications and Digital Government Regulatory Authority (TDRA). The TDRA is the government body responsible for regulating the telecommunications sector in the UAE, including consumer protection.
You can file a complaint with the TDRA online through their official website. You’ll need to provide details of your complaint, including your Du account information, a clear description of the problem, and all the documentation of your previous attempts to resolve it with Du. The TDRA will then review your case and mediate with Du on your behalf. This is a powerful step that often leads to a resolution when other avenues have failed.
Seeking Refunds for Unauthorized or Unwanted Deductions
If you’ve been subjected to unauthorized or unwanted deductions, you have the right to seek a refund. When contacting Du customer service or filing a formal complaint, explicitly state that you are requesting a refund for the specific charges you believe were unwarranted. Provide evidence, such as confirmation of deactivation for a service that continued to charge, or proof of fraud.
If Du agrees to a refund, ensure you understand how and when the refund will be processed (e.g., credited back to your balance, transferred to your bank account). If you escalate to the TDRA, they can also assist in securing refunds for verified unauthorized charges. Persistence and thorough documentation are key here, as proving lack of consent is crucial for a successful refund claim.
Frequently Asked Questions About Du Prepaid Service Deactivation
It’s natural to have a few lingering questions when dealing with service deactivation and balance deductions. Here are some common queries from Du prepaid users in the UAE, along with straightforward answers.
How can I check all active services on my Du prepaid number?
The easiest and most comprehensive way to check all active services is through the official Du App. Log in, navigate to “My Services” or “My Subscriptions,” and you’ll see a detailed list. Alternatively, you can dial ***135#** from your Du number and follow the menu prompts to check active subscriptions, though this might offer less detail than the app.
Is there a cost to unsubscribe from Du services?
Generally, there is no direct cost or fee for unsubscribing from a Du service or value-added service (VAS). However, if you are cancelling a service mid-cycle (e.g., a monthly plan before its expiry), you typically won’t receive a refund for the unused portion of that cycle. The goal of deactivation is to stop future deductions, not to refund past usage.
What is a Value-Added Service (VAS) and how do I know if I have one?
A Value-Added Service (VAS) is any additional service offered by Du or a third-party content provider beyond basic call and data services. This can include news alerts, gaming subscriptions, horoscopes, ringtones, or other premium content. You can find out if you have one active by checking the Du App under “My Subscriptions” or by sending “STOPALL” to 9000, which should list active services as it attempts to deactivate them.
Can I get a refund for deductions made by services I didn’t authorize?
Yes, if you can prove that deductions were made for services you did not authorize or consent to, you may be eligible for a refund. You’ll need to contact Du customer service, provide documentation of the unauthorized charges, and clearly request a refund. If Du is unhelpful, you can escalate your complaint to the TDRA, providing all your evidence.
What should I do if my “STOPALL” SMS to 9000 doesn’t work?
If “STOPALL” to 9000 doesn’t yield a confirmation or the deductions continue, try these steps: first, check the Du App for active subscriptions and deactivate them manually there. If the issue persists, try sending “STOP” to the specific shortcode that is sending you messages or deducting money. If all else fails, contact Du customer service directly, providing details of your failed attempts and the specific service you’re trying to stop.
How can I prevent auto-renewal for my data or call plans?
Many data and call plans are set to auto-renew by default. To prevent this, you often need to explicitly deactivate the auto-renewal feature. This can usually be done through the Du App (look for an option within the specific plan’s details, often a toggle switch) or by dialing the relevant USSD code (like ***135#**) and navigating to “Manage Subscriptions.” Some plans might simply not renew if you don’t have sufficient balance, but it’s always best to explicitly deactivate auto-renewal if the option is available.