Issues

Stolen or Lost card, Suspicious transactions, undelivered Card, & more!

1. My card has been stolen, what should I do?

Open your Rizq app:

  • Tap Cards Section
  • Tap Freeze card to block it
  • Tap Report lost or stolen
  • Tap The card is stolen
  • Report it.

2. I have lost my card, what should I do?

Open your Rizq app:

  • Tap Cards Section
  • Tap Freeze card to block it
  • Tap Report lost or stolen
  • Tap The card is lost
  • Report it.

3. My card did not arrive, what should 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.

4. Balance Problem

In some cases, if your balance doesn’t look right, some merchants won’t give us everything we need to show a transaction in your spending straight away, but your balance will still change. So it can look like everything doesn’t add up.

This usually fixes itself within a day, when the merchant gives us what we need. If your balance still looks wrong once all your transactions are up to date, please get in touch with us through the app:

  • Tap Menu
  • Tap Support
  • Get in touch with us and we will be able to help you.

5. A bank transfer I'm expecting hasn't arrived

In most cases, bank transfers should arrive in seconds, but they can sometimes take up to a full day.

If you haven’t received your payment after 1 working day, we recommend getting in touch with the sending bank. Other banks often run additional checks on payments before they send them. Once we receive the payment, it’ll be applied to your account instantly.

If you’re able to contact the other bank, please ask for the 18-digit TRN (transaction reference number) and please contact us via the app:

  • Tap Menu
  • Tap Support
  • Get in touch with us and we will be able to help you.

6. A bank transfer I sent hasn't arrived

In most cases, bank transfers are instant, however they can take up to a full day to reach the receiving bank account.

If your transfer still hasn’t arrived within 4 hours, please get in touch and we’ll investigate this for you:

  • Tap Menu
  • Tap Support
  • Get in touch with us and we will be able to help you.

7. Reporting an unrecognised payment

If you see any unrecognised payments in your summary, please take these steps before getting in touch with us:

Freeze your card

Open your Rizq app:

  • Tap Cards Section
  • Tap Freeze card to block it

This stops anyone from using your card. You can unfreeze your card at any time.

Check the payment details

  • Take a look at the payment details in your summary
  • Check if you recognise any of the details – the merchant, location, date and time of the payment
  • Check with your family if anyone who you know has used your card

Get in touch

If you still don’t recognise the payment after checking your payment details, please get in touch so we can help you investigate:

  • Tap Menu
  • Tap Support
  • Get in touch with us and we will be able to help you.

8. My card was declined

You might have not activated your card in the app, you can do this by:

  • Tap Cards
  • Activate your card by entering your 3 digit CVC number at the back of your card

If you can see a decline message in your app

Tap on the declined payment in your app for more information. If the decline message is unclear, please get in touch.

  • Tap Menu
  • Tap Support
  • Get in touch with us and we will be able to help you.

If your card doesn’t work at a particular merchant, then it might mean one of the following: 

  • We block transactions at a particular merchant because they are considered as non-Sharia compliant
  • Some merchants might not accept our cards, in this case, please get in touch with us and provide more information:

    • Name of the merchant or ATM provider where your card’s been declined
    • The address of the store or ATM (or website if your card was used online)
    • The time and date of the attempted payment
    • The amount of the attempted payment

9. My Card payment was declined but I was still charged

If your payment was declined on the merchant’s end but went through the Rizq app, this might be because of a problem with their card machine.

To get your money back:

  • Get in touch with us
  • We will be able to look into this
  • Be aware that sometimes a blocked amount might take up to 7 days to clear back into your account.

10. Being overcharged / Items not arriving

Sometimes when you use your card online, either your purchase does not arrive or you were charged more than expected. If this is the case, you can raise a charge-back with Visa to get your money back.

Unfortunately, this process may take up to 3 months. We’re sorry it takes so long, but this is the guidance Visa has set out for us – we can’t change the timings.

You can get in touch with us about this in the app:

  • Tap Menu
  • Tap Support
  • Get in touch with us and we will be able to help you.