How to raise something with us, and what we will do about it.
For business setup and freelance license, permit & residency applications handled by Trivup.
Last updated 18 September 2026
Tell us first
Email support@trivup.com or message us on WhatsApp at +971 56 800 8064. Include your reference if you have one — an application reference such as FL-1A2B3C or WP-1A2B3C, or the inquiry number from your first WhatsApp message, such as GFV-9A8H6. Tell us what happened and what you would like us to do.
What happens next
- We aim to acknowledge your message within one working day.
- A person reviews your file — what you sent, what was quoted, what was submitted and when, and what came back from the authority.
- We reply with what we found and what we can do about it.
- If it will take longer than a few days, we tell you why and when to expect an answer.
If our answer does not settle it
Ask for it to be escalated and it will be reviewed by someone who was not involved the first time. Say in your message that you want it escalated, so it is not treated as a repeat of the same question.
Decisions we do not make
Licences, permits and visas are approved or refused only by the relevant UAE authorities. We cannot change or appeal their decision for you, but we will explain what we submitted and what options you have.
Payment disputes
If your complaint is about a charge, please contact us before raising it with your bank. We hold your written quotation, the terms and conditions you agreed to and the record of what was submitted, and we can usually resolve it far faster than a card dispute.
Outside help
If you remain unsatisfied, consumers in the UAE can raise the matter with the Ministry of Economy’s consumer protection service. Doing so does not affect any other right you have.