Card disputes and holds
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.
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.