Help centre

Give us your Rasid customer ID from the app's Profile screen. We send a one-time code to the phone on file, valid for 5 minutes; read it back to Rasid support in the app or chat.

No. Rasid never asks for your password, PIN, CVV or full card number. The only thing we ask you to read back is the one-time code we send to your phone, in the Rasid app or chat.

To a card, 5-7 business days. To your Rasid account or wallet, instantly. International refunds take 3-5 business days.

90 days from the day the charge posts. A merchant dispute typically resolves in about 45 days.

Tier 1 (basic): SAR/AED 5,000 a month. Tier 2 (fully verified): SAR/AED 50,000 a month.

No. Your installment is the loan amount divided by the number of months. Settling early costs the outstanding amount plus a SAR/AED 75 administration fee, and our underwriting team decides every application.

Nothing extra if you pay on time: four equal, interest-free installments. A missed installment carries a SAR/AED 25 late fee.

No. We discuss an account only with the verified account holder, not with a spouse, a relative or a lawyer.

A 2.75% foreign-currency markup, billed in your own currency and shown on the transaction.

In the Rasid app: you open your account, send transfers and manage your cards there. To apply for a loan, contact Rasid support in the app or chat; we verify it's you first, and our underwriting team decides every application.

Tell us your Rasid customer ID, shown in the app under Profile. We send a one-time code to the phone number on file, and you read it back to Rasid support in the app or chat. You must be verified before we share any account, card or transaction details, including masked summaries; general product and policy questions can be answered without accessing your account.

• Your customer ID starts with cust_, followed by your market and a number. You'll find it in the Rasid app under Profile.
• We send a one-time code to the phone number on file. It is valid for 5 minutes. Read it back to Rasid support in the Rasid app or chat to confirm it's you.
• Until the code is verified we share nothing customer-specific, not even a balance range or a masked IBAN.
• Rasid never asks for your password, PIN, CVV or full card number.
• We discuss an account only with the verified account holder: never with a spouse, a relative, a lawyer or anyone calling on your behalf.

If you think someone else got into your account, tell us straight away. Once you've verified with your one-time code and we confirm a sign-in from a device or place that isn't yours, we freeze the whole account, sign out every device and require a fresh two-factor setup; a specialist then reviews it.

• Tell us straight away about a sign-in, device or change you don't recognise.
• Once you've verified with your one-time code and we confirm a sign-in that wasn't you, we freeze the whole account, sign out every device and require a fresh two-factor setup.
• A specialist then reviews the account. If the sign-in history shows only your own devices, we tell you so and nothing is frozen.
• Never share your PIN or card security code: we never ask for them, or for your password or full card number. Use a one-time code only for an identity check you started with Rasid support in the Rasid app or chat; general product and policy questions don't need a code.

A Tier 1 (basic) account has a monthly limit of SAR/AED 5,000. A fully verified Tier 2 account has a monthly limit of SAR/AED 50,000.

• Tier 1 (basic): SAR/AED 5,000 a month.
• Tier 2 (fully verified): SAR/AED 50,000 a month.
• To move to Tier 2 you need one verified identity document (national ID, Iqama or passport), every document on file verified, and approval from our compliance team.
• Card limits you set yourself can go up to your tier's ceiling.

In the app you can freeze your card, switch how it can be used and set your own limits. A replacement card costs SAR/AED 75 (premium metal: SAR/AED 150), and we waive the fee when the card was stolen.

• Freeze and unfreeze your card at any time.
• Switch online, international, ATM and contactless use on or off.
• Set monthly and per-purchase limits up to your account tier's ceiling.
• Add a travel notice before you travel.
• A credit-limit increase isn't a card control: it's a lending decision.
• Replacement card fee: SAR/AED 75 for a standard card, SAR/AED 150 for a premium metal card. We waive it when the card was stolen; if it was lost, you can ask us to waive it as goodwill.

You can dispute a card charge within 90 days of the day it posts. A merchant dispute typically resolves in about 45 days.

• The 90 days count from the day the charge posts. After that, a formal dispute can't be opened.
• For a confirmed case we can apply a temporary credit of up to SAR 1,000 or AED 1,000 straight away; a larger amount needs a colleague's approval first.
• A merchant dispute typically resolves in about 45 days.
• Hotel, fuel and car-hire holds are temporary and usually release on their own within about 7 days. They aren't disputed.

Refunds reach a card in 5-7 business days, your Rasid account or wallet instantly, and international refunds take 3-5 business days. For confirmed cases, amounts up to SAR 1,000 or AED 1,000 are applied straight away.

• Card: 5-7 business days.
• Rasid account or wallet: instant.
• International: 3-5 business days.
• A refund that is on its way, or already paid, is never sent a second time. Only a refund that failed is sent again.
• For confirmed cases, credits, refunds and reversals of up to SAR 1,000 (Saudi Arabia) or AED 1,000 (UAE) are applied straight away; a larger amount needs a colleague's approval first. SAR and AED amounts are counted separately, never combined.

A transfer delayed on the payment network is still on its way: we give you its expected clear time and don't reverse it. A transfer that bounces after your account was debited comes back to your account.

• Delayed: the transfer is still on its way. We give you the expected clear time from the payment network's status and don't reverse it.
• Bounced after your account was debited: the money comes back to your account. Up to SAR/AED 1,000 is returned straight away; a larger amount is returned once a supervisor approves the reversal.

Cross-border purchases carry a 2.75% markup, billed in your own currency. Every other fee we charge appears as its own line on your statement.

• Foreign-currency markup: 2.75% of the purchase converted into your account's currency, shown on the transaction. For example, a USD 100 purchase is SAR 375.00, and its markup is SAR 10.31.
• Currency pegs: USD 1 = SAR 3.75 = AED 3.6725.
• ATM withdrawal fees and monthly account fees appear as separate lines on your statement, each linked to its transaction. Ask us and we'll explain each fee line.
• Replacement card: SAR/AED 75 (premium metal: SAR/AED 150). Pay in 4 late fee: SAR/AED 25 per missed installment.
• A fee that was applied correctly is explained rather than waived, except a goodwill waiver: a one-off late installment you have since paid, or a lost or stolen card's replacement fee.
• Fee waivers of up to SAR/AED 100 are approved straight away; larger waivers are reviewed by a supervisor.

Rasid personal loans are interest-free. You need a monthly salary of at least 4,000 in your account's currency (SAR 4,000 or AED 4,000), and your total monthly debt payments, including the new installment, must stay within 33% of your income.

• Your indicative monthly installment is the loan amount divided by the number of months, with no interest added. For example, SAR 13,200 over 12 months is SAR 1,100 a month.
• Our underwriting team decides every application. No one at Rasid can approve, price or pay out a loan instantly.
• Early settlement: we quote the outstanding amount plus a SAR/AED 75 administration fee. Nothing is debited until you confirm the quote. Loans are interest-free, so settling early doesn't save interest.
• A request to restructure a loan is filed for our underwriting team to decide.

Pay in four equal, interest-free installments. A late fee of SAR/AED 25 applies to each missed installment.

• Four equal installments, always interest-free.
• Late fee: SAR/AED 25 per missed installment.
• If you missed a single installment and have since paid it, we can waive that late fee as goodwill, within SAR/AED 100. A late fee charged correctly on repeated missed installments is explained rather than waived as goodwill.

If you raise a legal or regulatory matter, such as a complaint to SAMA, the CBUAE or a banking ombudsman, or a lawsuit, our support team passes it to our compliance team, who open a case. We won't argue the point in chat.

• Legal and regulatory matters go to our compliance team, who open a case for them.
• Our support team won't debate the matter, but can still explain our published policies if you ask.