Frequently Asked Questions

Islamic finance & banking can be confusing, at Rizq we believe in transparency and want all our customers to understand how we work. Check out the FAQs below and if you can't find what you are looking for then get in touch.

General

1. Where is my money held?

Your money is held in a tier 1 bank in the UK, within a ring-fenced structure meaning customer funds can’t be invested or used by both tier 1 bank and Rizq.

2. Do you have any physical branches?

No, we are a fully digital banking institution. Our onboarding happens through digital channels and our customer service is fully digital and very fast.

3. Do you have an ISA?

No, currently our focus is around providing a core banking product with a lifestyle element. We have a standard account with account number and sort code which works just like your conventional bank account.

4. Do you offer a mortgage?

No, Rizq does not currently provide any lending products as we do not yet have the licence from FCA to do so. Once we get the relevant licencing, all Rizq customers will be notified.

5. Do you provide interest-free loans?

You cannot get interest-free loans from Rizq because we are not approved by the FCA and PRA to perform such operations.

6. Can I have my salary paid into my Rizq account?

Yes 100%, you can have your salary paid into your Rizq account and then spend using your physical or virtual cards.

7. Are you FCA regulated?

Currently we are not FCA regulated.

Rizq Financial Technologies Limited is registered as an EMD Agent of Payrnet Limited, with the FCA (reference 900594). Payrnet Limited is authorised by the Financial Conduct Authority as an Electronic Money Institution.

This partnership enables Rizq Financial Technologies Limited to trade and provides protection to all our customers.

8. Are funds covered by FSCS scheme?

Rizq Financial Technologies Limited is not registered with FCA and not regulated with PRA, funds are not covered with FSCS scheme. However, your money is held in a tier 1 bank in the UK, within a ring-fenced structure meaning customer funds can’t be invested or used by both tier 1 bank and Rizq.

9. What is a Virtual Card?

Virtual Card is a temporary debit card number which can be utilized for most online purchases. They are secure because there is no physical card.

10. What happens if my card is lost or stolen?

Using Rizq banking application you can freeze your card instantly to prevent fraud, you can then order a new card. If you suspect fraud on your account you can contact support, who will help you solve the issue swiftly.

11. Do you have a joint account?

No, currently we have a core banking account functionality, however join account functionality is in development.

12. Does Rizq standard account cost?

Your Rizq account is completely free.

13. Is there an age limit to open Rizq account?

To open a Rizq account, you have to be at least 18 years old.

14. Do I have to live in the UK to open the Rizq Account?

To open a Rizq account, you must have legal address and live in the UK.

15. What kind of currencies do you provide?

Currently, with Rizq you can open one account with GBP, EUR and USD wallets.

16. Downloading the Rizq App

You can easily go to https://go.onelink.me/app/fa9de2a3 and download Rizq Financial Technologies Limited iOS App. OR Follow this link https://go.onelink.me/app/f28e971 to download Android app.

Sharia and Legal

1. What is Sharia?

Sharia literally means the path leading to a water place. In the more technical sense, Sharia refers to the entire system of Islamic law and Islamic values derived from the Quran and the teachings of the Prophet Muhammad (peace be upon him).

2. Are you Sharia-compliant?

Rizq takes a proactive approach in ensuring that it totally espouses the values of Sharia in all of its activities.

3. How do you measure Sharia-compliance?

Our Shariah advisor Mufti Faraz Adam has complete oversight of all activities of Rizq. He has reviewed and refined all the agreements, structures, processes and policies of Rizq to ensure they are aligned with Sharia principles.

As part of Rizq’s governance structure, all new agreements, policies, products or facilities go through multiple reviews to ensure compliance from multiple angles. The key filter is Sharia compliance in this governance structure.

In addition, our Sharia team of Mufti Faraz Adam and Umer Suleman take the lead in all new product development to ensure that the concept, structure, processes, agreements and policies are Sharia compliant from the very foundation.

4. What makes Rizq to be Sharia-compliant?

Rizq is Sharia compliant because our internal structures, products, processes, agreements, policies, corporate culture and values are all continuously reviewed for Sharia compliance.

Our products have been designed to ensure that no prohibition of Sharia is breached. In particular, all Islamic finance principles have been adhered to in our products.

Our agreements and policies have been refined and edited to ensure that any non-Sharia compliance risk is mitigated. Subsequently, all our agreements and policies are Sharia compliant and approved by Mufti Faraz Adam.

Beyond the contractual agreements, our processes, corporate culture and values are designed to espouse Sharia values and embody a holistic Sharia experience.

5. Do you have a Sharia compliance Certificate?

Yes, Rizq has a Sharia compliance certificate issued by Amanah Finance Consultancy.

6. How do I make a complaint?

If you’d like to make a complaint, please get in touch and we’ll look into this for you.

How to get in touch with us

App: If you’re a Rizq customer, you can chat to us in the app.

Website: You can request to talk to us via website chat.

Email: Email us at complaints@getrizq.co.

What happens next?

We’ll be in touch within 3 business days to try to resolve your complaint. If we can’t do it in this timeframe, please note that we’re typically allowed up to 15 business days (or in some cases up to 8 weeks) to investigate your complaint and produce what’s called a ‘final response’.

If you’re not happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you have to do this within 6 months of the date of our final response.

How to get in touch with the Financial Ombudsman

Post: The Ombudsman’s address is:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123.

Website: Visit the Ombudsman’s website for more information: financial-ombudsman.org.uk.

You can also find an online version of  their consumer leaflet.

7. Rizq data privacy policy

We take data privacy very seriously. You can read our policy at support.getrizq.co/privacy-policy.

8. Rizq Terms & Conditions

You can read our terms and conditions at support.getrizq.co/terms-conditions.

9. Information Sharing with Third Parties

We share certain personal information with third parties to be able to provide our services.
This includes:
– Card producers and networks like Visa, in order for transactions to work
– Cloud service providers like Google Cloud platform, in order for our platform to work
– Communication service providers like Intercom, who provide our in-app chat functionality
– Advertising companies, where we only share the data needed for them to perform their services.

10. Getting a copy of your data

You can ask for a copy of the information we hold about you by making a Data Subject Access Request (DSAR).
You can do this either by chatting with us or emailing customer-success@getrizq.co.
Please let us know what type of information you’re looking for, and we’ll process your request once we’ve verified your identity.

11. How do you protect my personal data?

The personal data is not stored locally on the devices, only the service information is used which is protected by the operating system. Your confidential data is stored in Google Cloud Platform which applies the highest security standards.

12. Is my money protected?

Yes, through our core banking infrastructure your monies are protected with a tier 1 bank (Barclays, Natwest, RBS, etc) which are ring-fenced legally meaning they can’t be invested or touched once deposited into your Rizq account.

13. What is Source of Funds and how does it affect me?

At Rizq, we are committed to stopping financial crime at every opportunity and one of the ways in which we do this is by following the money trail. While it’s relatively easy to see where the money goes once it leaves Rizq, uncovering where the money comes from before it reaches us is a completely different story – and this is where a ‘Source of Funds’ check comes in handy!

Understanding the source of our users’ funds is important for a number of reasons:
To verify that the transactions made were actually completed by you;
To protect our users and their funds from fraud, or from being linked to illegal activities;
To comply with the relevant laws and regulations that allow us to operate as a financial company.

We’ll send you a notification whenever we need to see any proof of your Source of Funds. When you receive it, you can provide SOF in the form of an official document that clearly shows the origin of your funds. This could be a copy of your recent payslips, documents showing the sale of personal assets (car, house, etc.), a loan agreement and more.

14. Why Rizq needs a selfie during sign-up?

We don’t have branches where we can make an appointment with you to check your identity, we use a selfie to check if your face matches your photo ID.
This is essential for us to stay compliant with regulations about checking our customers’ identity.

15. How will I verify my identity when registering?

During the registration process, You will be asked to complete a KYC check which will ask for Passport, National ID Card or Driving License and a quick Selfie.

Step 1: Upload a photo of your document
Step 2: Take a selfie
Step 3: Complete

16. Reporting fraud

If you think you’ve been the victim of fraud, please take the following steps:
Freeze your card (This will stop anyone from using your card while we start investigation)
Step 1: Open your Rizq app:
Step 2: Tap Cards Section
Step 3: Tap Freeze card to block it

In addition, get in touch with us
Step 1: Tap Menu
Step 2: Tap Support
Step 3: Get in touch with us and we will be able to help you.

Technical

1. How to get help from the Customer Support Team?

If you need help, then please get in touch via in-app chat:
Step 1: Go to Menu
Step 2: Click on Support
Step 3: Click Chat with us

If you are using a Web version of the app, then on the bottom right corner, you will see a chat popup, click on it and get in touch with us.

2. Rizq Customer Support Team Operation Hours

Rizq’s Virtual Assistant is available for your convenience 24/7, however Customer Support Team may not be there when you need us most, as Operating hours are from 8 am to 8pm every day.

If this is an emergency situation, you can use our form on the website to request a callback.

3. Do apps have Face ID / Touch ID?

Both iOS and Android apps have Face ID, Touch ID and Fingerprint.
You can set it up by doing the following actions:
Step 1: Tap on Menu
Step 2: Tap Sign in with Fingerprint / Face ID / Touch ID.
If for any reason, you don’t see the above option in Menu, then you most probably have canceled it when the app requested for it when registering.
If that’s the case, then please go to Device Settings:

In iOS, tap Face ID & Passcode (in case of iPhone 8 or older, Touch ID)
Enter your Device Passcode
Tap Other Apps
Enable Face ID / Touch ID for Rizq app.

4. How do I register?

Wanted to know more about the registration process? Here is a step-by-step guide on how to register with Rizq app.

Step 1: Go to https://getrizq.co or visit the following links to Apple Store or Google Play and download Rizq app.
Step 2: Once you have downloaded your Rizq app, please click on the Sign up button.
Step 3: You will be asked to provide your email address and set up a password (Please DO NOT use common passwords used for other banks or websites). Create a password that is at least 8 characters long and includes Upper Case (ABC), lower case letters (awe), numbers (123) and special characters (!@#$%^&*(), then click Continue.
Step 4: Then, you will be asked to provide your Personal Details (First Name, Last Name, Date of Birth, and photo (optional)).
Step 5: The next step will require you to Agree with Terms and Conditions and Privacy Policy.
Step 6: After you agree with T&Cs and Privacy Policy, you will receive an email to verify your email address.
Step 7: Following, we will ask you for your address and your phone number.
Step 8: You will receive a text message with a password which you will have to input into the app (some smartphones like the iPhone have a pre-filling feature that will put the code from text message into your app).
Step 9: Next, you will complete a Know Your Customer (KYC) check which will ask for Passport, National ID Card or Driving License and a quick Selfie.
Step 10: Once KYC is complete, you should get access to the app.

If you are having trouble with the app, please do get in touch with us using the chat in app or on the website.

5. How to reset Master Password?

If in any case, you have forgotten your MASTER password, there is a simple process for resetting your password.

Scenario 1: If you have been logged out, then please press on Forgot Password? and enter your email address. You will receive an email with a chance to reset your password. In a new browser tab, you will be asked to enter new password. PLEASE REMEMBER: Use long and memorable passwords, do not use shared passwords from other bank accounts. Use Upper, smaller case letters, numbers and special symbols.

Scenario 2: If you don’t have an access to your mobile application, then please go to Web App page and try to reset your password on Web App. Please press on Forgot Password? and enter your email address. You will receive an email with a chance to reset your password. In a new browser tab, you will be asked to enter new password. PLEASE REMEMBER: Use long and memorable passwords, do not use shared passwords from other bank accounts. Use Upper and smaller case letters, numbers and special symbols.

Scenario 3: If you don’t have access to both Mobile and Web applications or have troubles accessing the apps, then please contact us via chat through our website or otherwise in an emergency please leave a callback request and we will help you sort out your problem.

Change your 4-digit passcode: When you have created your account via Mobile App, you have been asked to create a 4-digit passcode. If you forgot your passcode, resetting your MASTER password will also reset your passcode. OR If you need changing your passcode, then please go to Settings -> Change Passcode -> Enter your old Passcode -> Enter your new Passcode -> Confirm your new Passcode.

6. App permissions

Both iOS and Android apps have access to the Camera, Photo Library and the Biometric System.
Camera is used for capturing images and a selfie during KYC.
Photo Library is used for setting the avatar.
Biometrics are used for Face ID, Touch ID or Fingerprint.

7. Payment Limits

Once you open a Rizq account and Complete Verification, your Rizq account will automatically be limited to GBP 5000.

8. How can I deposit money into my Rizq account?

There are a few different ways to add money to your account.
Make a bank transfer from another account
Open your app and Tap the Add money button under your Balances (if you can’t find this button, swipe down on your list of payments)
Tap UK Bank Transfer
Make a note of your account number and sort code, then set up your Rizq account as a payee with your other bank.
Bank transfers should arrive in your account instantly, but can sometimes take longer.

9. Can I open another currency account?

Currently, with Rizq account you can open GBP and EUR.

10. Your account number and sort code

Your Rizq account is a full UK bank account, so you’ve got an account number and sort code. Here’s how to find them
Step 1: Log in to your Rizq app
Step 2: Tap the Details button under your Balance
Step 3: Find your sort code and account number under Account Details

11. What is Contactless?

You can use contactless anywhere it is accepted up to the value of £45.
Using contactless means it is a fast, easy and secure way to pay, for purchases costing £45 and under.
Contactless payments are also known as PayWave or can be used with Apple Pay/Samsung Pay/Google Pay*.
Look for the contactless symbol on either the front or the back of your card to see if you can make contactless payments.
* Please note: Rizq Account does not support Apple Pay/Samsung Pay/Google Pay.

12. What is Chip & PIN?

The Rizq card comes with a Chip, with which you can pay by inserting the Card into the Card Reader Machine and entering your PIN.

If Card Reader doesn’t have the ability to accept Contactless payments or if the value of your purchase is greater than £45, then you will have to pay using Chip & PIN.

13. What are BIC/SWIFT for Rizq Bank?

To find your BIC/SWIFT:
Step 1: Log in to your Rizq app
Step 2: Tap on Details under Balance
Step 3: Find BIC under Account Details
Step 4: Switch the Tab to International
Step 5: Find SWIFT under Account Details

14. How do I order a new card?

If you are new customer, follow the next steps:
Step 1: Open Rizq app and Tap on Cards
Step 2: Tap on Get your new Plastic card
Step 3: Check your personal details
Step 4: Add/Edit and Check your shipping address
Step 5: Choose your shipping options
Step 6: Choose an account to link the card to
Step 7: Confirm the order

If you are an existing customer and want to order a new card, follow these steps:
Step 1: Open Rizq app and Tap on Cards
Step 2: Tap on … sign on Top-Right corner
Step 3: Select Order new card
Step 4: Tap Get your new Plastic card
Step 5: Check your personal details
Step 6: Add/Edit and Check your shipping address
Step 7: Choose your shipping options
Step 8: Choose an account to link the card to
Step 9: Confirm the order

15. How do I activate my card?

After you have ordered the card, you should activate the card once you received it:
Step 1: Tap Cards section
Step 2: Tap Activate card
Step 3: Enter the 9 digit code on the back of your card
Step 4: Tap Activate

16. My card did not arrive, what do I do?

Sometimes, it may take up to 5 working days depending on the circumstances of the Posting agency. If your card doesn’t arrive after 5 working days, please get in touch with us via chat and we will escalate it.

Emergency

1. Request callback

Please complete the following form in case of emergency: click here

Customer Support

Get in touch:
customer-sucess@getrizq.co

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