Get help with your card

Reasons your card won’t work and what you can do about it

Was your card declined or not working at the ATM?

Here are some of the common reasons your card won't work and what you can do about them. If it's not something you can fix yourself, don't worry, just call us and we'll resolve the issue as soon as we can.

It’s always a good idea to have a second working card as a back-up. If you don't have one, you could consider applying for another credit card or debit card now and we'll have it across to you in a few working days.

Possible reasons your card is not working and what you can do about it:

It's expired. We notify you when your card is due to expire and will send you a new one, but if your new card didn't reach you, please call +971 600 54 0000 and we’ll send you another one right away.
It’s not activated. Activate it now in a few quick steps.
You temporarily blocked your card. You can reactivate it now through Online and Mobile Banking.
Fraud on your card. If your card was compromised, often the bank will know before you do and will block your card in line with our security procedures. While this is an inconvenience, it’s a small one to keep you safe. To unblock your card, call +971 600 54 0000.
Your card is damaged. The chip in your card might be damaged from overuse. You can apply for a replacement card through Online or Mobile Banking or call us at +971 600 54 0000 and we'll be happy to help.
Not enough credit. Always check the available balance on your card and in your account via Online or Mobile Banking. You can increase your credit card limit if you meet the requirements.

Online decline. Check that you put in the correct card information – name, expiry date, CVV code and address.
Issues with merchant or payment processor. This has nothing to do with your card. It’s a technical issue with the merchant’s system. Just try again later. Or try another store.
Issue with the ATM. The ATM could be short of cash or in disrepair. Try another ATM.

Wrong PIN. If you’re not sure you have the right PIN, here's how to reset it.
Exceeded daily or monthly limit on debit card. Learn more about debit card limits and manage your finances better.
Travelling abroad. While you don’t have to inform the bank if you’re travelling out of the UAE, we advise you to keep your registered mobile number active even abroad so you receive SMS alerts for every transaction on your card. We'll contact you if we detect unusual activity. If you keep your mobile phone with you, you'll be able to confirm genuine transactions as soon as we contact you.

FAQs

My credit card was declined but the amount was deducted from my card. What should I do?

Please call +971 600 54 0000 and raise a dispute for the transaction.

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