Rasid
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Complaints and regulatory matters

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.

Before you decide

Tier 1 and Tier 2 accounts with monthly limits of SAR/AED 5,000 and 50,000, and cards you control from the app.

Card payments, refunds and transfers with published timelines: refunds reach a card in 5-7 business days and your Rasid account instantly.

Interest-free personal loans decided by our underwriting team, and Pay in 4 in four equal, interest-free installments.

Journal

Pending or posted: reading a payment

A hotel, fuel or car-hire hold reserves an amount before the final charge and usually releases on its own within about 7 days, so it isn't disputed. A refund reaches a card in 5-7 business days and your Rasid account or wallet instantly.

Keep your access codes private

Keep your PIN and card security code private; Rasid never asks for them, or for your password or full card number. A one-time code belongs only in the identity check you requested through verified Rasid support: we send it to the phone on file, you read it back to Rasid support in the app or chat, and it's valid for 5 minutes. Never post a code in a public form or message, and don't provide one for general product or policy questions.

Freeze, replace or report?

Freeze your card in the app if it's missing. A replacement costs SAR/AED 75 (premium metal: SAR/AED 150), and we waive it when the card was stolen. If you see account activity you don't recognise, tell us straight away: once you've verified with your one-time code and we confirm a sign-in that wasn't yours, we freeze the whole account, sign out every device and require a fresh two-factor setup.

Before you contact support

Have your Rasid customer ID ready (it's in the app under Profile) and the date of the transaction. We'll send a one-time code to your phone to verify it's you before we discuss your account.