Frequently Asked Questions

3D Secure

What is a One Time Password (OTP)?

A One Time Password (OTP) is a 4 digit dynamic password (4 numbers) that you will now receive via SMS to your registered mobile phone number every time you make a purchase at a 3D Secure participating merchant’s website using your Riyad Bank Credit Card.

It has been designed to give you added security and peace of mind every time you shop online at any participating 3D secure merchant’s website.

I have an existing username and password for online transactions. Will I still receive this new OTP?

Your existing static username and password is no longer valid. You will now receive an OTP which replaces your current static password. The One Time password will be sent to you via SMS every time you purchase online at any participating 3D Secure merchant's website.

Can I opt to continue to use the existing username and password instead of receiving the OTP?

No. The existing static username and password is no longer valid and the new dynamic OTP will be sent to you every time you purchase online from any participating 3D Secure merchant's website.

How will the OTP work when I am shopping online at a participating 3D Secure merchant?
  1. Shop online and proceed to the checkout
  2. Input your 16 digit Riyad Bank Credit Card number, Name as it appears on the Riyad Bank Credit Card, Expiry date and CCV number when prompted
  3. You will then be asked for an OTP which you will receive via SMS on your registered mobile number
  4. Enter the OTP in the pop additional screen
  5. Transaction is completed – Riyad Bank will then send an authorisation to the merchant and your transaction will be completed

This process is fully protected and invisible to the online merchant.

How will I benefit from the 3D-Secure OTP?
  1. There’ll be no need for registration and activation up-front
  2. There’ll be no need to remember a username and password
  3. There’ll be no need to phone to unblock 3D Secure passwords
  4. It reduces the risk of your 3D Secure password being compromised or phished
  5. It provides additional level of protection when shopping online
Can I receive an OTP through an e-mail?

No. This is to ensure safety of the data. If for any particular reason you are unable to receive the OTP click on “Can’t receive OTP” and you will be asked to authenticate yourself.

What is Resend OTP?

In case you haven't received the OTP then you may choose to resend the OTP to continue using this functionality. However, please wait for a minute or 2 before using this option.

What is the registered mobile number?

The registered mobile number is your mobile number you gave to Riyad Bank to contact you on which is linked to your Riyad Bank Credit Card and/or Account.

How do I update my mobile phone number?

You can update your mobile phone number by calling the Riyad Bank Call Centre on (+966) 920002470 or by visiting any Riyad Bank Branch.

How long is the OTP valid?

Please note that the OTP is valid only for 10 minutes. After that you will be directed to start your transaction and check out process again.

What if I enter wrong OTP?

You are allowed a maximum of 3 OTP attempts after which your card will be blocked. To unblock your card, you have to complete the Validation Elements on the “Can’t receive OTP” screen.

Will I receive an OTP for all my online purchases?

No, you will only receive a One Time Password for every online purchase from any participating 3D secure merchants.

How will I differentiate between a normal online merchant and a 3D Secure merchant?

You will see the logos of “MasterCard SecureCode” or “Verified by Visa” as follows when you are performing the online transaction.

3D Secure
If my mobile phone is on roaming mode while I am abroad, will I receive an OTP for online transactions made then. Do I need to pay for the SMS charges?

Yes, you will receive an OTP via SMS at Riyad Bank’s cost for all local charges but not the roaming charges.

What If I do not receive my OTP?

If you did not receive your OTP, you may click on “Can’t receive OTP ” button on the authenticate user screen to complete your shopping manually.

What happens if I entered invalid OTP up to 3 times?

A web message will pop up to inform you that your online purchase is blocked due to maximum attempts for invalid OTP. Please click on “Can’t receive OTP ” button on the authenticate user screen to unblock your card and continue and complete your shopping manually otherwise contact the Riyad Bank Call Centre on (+966) 920002470 for assistance.

What should I do if I receive an SMS of an OTP when I have not shopped online?

Please contact the Riyad Bank Call Centre at (+966) 920002470 or the number located at the back of your Riyad Bank Credit Card to block your card immediately.

Bena’a Saving Program

Is Bena’a Shari’a compliant?
Yes, Bena’a is approved by the Islamic Banking Shari'a Committee.
Why should I subscribe to a savings program when I can save on my own?

Bena’a helps you commit yourself to a savings program where your monthly contribution will eventually help you achieve your financial goals.

Why should I subscribe to an investment program when I can directly invest in portfolios?

While you might not be able to afford to subscribe to investment portfolios, Bena'a allows you to start investing with a small amount.

Can I withdraw from the plan any time I like?

You have the option to withdraw funds within 30 days after your initial premium date. If you exceed this period, you can withdraw only after 6 months from the date of commencement.

Are the portfolios invested in the Saudi Market only and what is the expected return?

No, the portfolios are diversified and are invested in local and global markets. The expected return depends on the portfolio selected. As with all long-term investments, returns are usually very rewarding. Also, the longer the period of your investment with Bena’a, the better results you will reap.

How can I monitor the performance of my portfolios?

Visit the Riyad Capital to monitor the performance of your portfolios.

Can I subscribe in the name of my children and my wife?

You can assign a subscription to each child only at the age of 18 years or above. If your child is not of this age yet, the subscription can be maintained in one of the parents' name and transferred when your child reaches 18 years of age. In addition to this, you can assign a subscription to your wife and pay the premiums yourself.

Does Bena’a provide capital protection guarantee?

Based on the nature of investment, the capital cannot be guaranteed. If you wish to protect your capital from the uncertainty of stocks, you can subscribe to a low risk portfolio.

Do I need to transfer my salary?

No, you don’t have to transfer your salary, but there should be enough funds in your account at the time of debit.

How can I monitor my savings?
  • Visit any Riyad Bank branch and our Customer Service Representative will assist you as needed
  • Call our Customer Service number (+966) 920002470
  • Visit Riyad Online to get all details of your plan, including your investments unit value
What happens if I fail to contribute in any month?

Don’t worry. Riyad Bank gives you a maximum of 2 months grace period to pay your contributions. If you fail to pay three consecutive premiums, your plan will be cancelled according to the terms and conditions. To notify you, an SMS will be sent to your mobile when you miss a premium.

Can my savings decrease?

Since the premium allocation in the first two years is low, your savings will be less than your payments during this period. Your savings will also be affected by the investment performance and some charges. However the performance should not be judged in the initial years. Since it is a long-term investment, it is ideal to give it more time.

What will happen at the end of the program?

On the maturity date, you can choose to claim your program amount according to its investment value, or extend your program for an extra period of time.

Car Finance

Are there any required conditions for the vehicle that I want?
Yes, it must be brand new and through an authorized dealer in Saudi Arabia.
Can I delegate drivers?
Yes, but he has to be sponsored by the main owner or a relative of the first degree.
Is it possible for women to own the vehicle through the bank?
Yes, by authorizing a male relative of the first degree.
Can I travel outside the Kingdom?
Yes, through external authorization request which is issued on the same day.
Is there insurance on the vehicle?
Yes, there is comprehensive insurance on the vehicle throughout the financing period.
Where are the specialist dealer sales?
In all the major car agencies across the Kingdom.

Credit Shield

What is credit shield?

Credit Shield is a benefit available on your Credit Card which offers protection to you from the liability of paying the outstanding amount on your Credit Card in case of unforeseen eventualities.

Are all Riyad Bank credit cards covered by the Credit Shield program?

Yes, except for the following cards:

  • Purchasing card
  • SME card
  • Prepaid card
Is the Credit Shield program compatible with Sh’area principles?

Yes, as the Credit Shield Program insurance is Islamic Takaful.

Is there an age limit for coverage?

You should be aged between 18 to 70 years.

What am I covered for?

Credit Shield covers the following eventualities worldwide:

  • Accidental or Natural Death
  • Permanent Total Disablement (due to accident & sickness)
How much am I covered for?

You are covered up to a maximum of SR 300,000.00 (one of the highest coverage amount offered in the Kingdom.)

How is the Credit Shield fee calculated?

You would have to pay a nominal charge of 0.49% of your total outstanding statement balance. For example, if your outstanding statement balance is SR 1,000 then SR 4.90 will be deducted from your Credit Card account as payment to cover your balance.

What if I don’t use my Credit Card for a specific month, will I still be charged for Credit Shield?

No, you will not be charged for as long as your outstanding credit card balance is zero.

How do I opt out of the Credit Shield program?

Simply call the Riyad Bank Call Center on +966 920002470 and request to have.

Along with my credit card would the additional cards be also covered by the Credit Shield Program on enrollment?

Yes. All Credit Cards under your account will be automatically covered under the Credit Shield Program.

What is the process for submitting claims under Credit Shield?

Please refer to the Terms & Conditions.

Riyad Bank mada Card

How to get Riyad Bank mada Card?

Riyad Bank mada Card is offered free of charge when you open a bank account with Riyad Bank.

What are the financial limits?

Riyad Bank mada Card has a specific daily limit of SAR 5,000 for cash withdrawals and SAR 60,000 for purchases.

What shall I do if I lost my Riyad Bank mada Card?

In case of lost or stolen your Riyad Bank mada Card, please visit your nearest Riyad Bank branch or call our customer service at 920002470 and request to block the card.

What shall I do if I forgot the card PIN?

If you forget the Card PIN, please visit your nearest Riyad Bank branch to reset a new PIN.

Important tip: Avoid writing the PIN on the back of the card.

Hassad Rewards Program

What is the Hassad Reward Program?

The new Hassad Reward Program from Riyad Bank offers its credit card holders the widest choice of rewards of any Card program in the Kingdom, simply by earning points through using their credit card.

How do I join the Hassad Reward Program?

Upon signing-up for a Riyad Bank Credit Card you will be automatically enrolled into the Hassad Reward Program.

What if I already have a Riyad Bank Credit Card?

You will automatically be enrolled into the Program.

What cards are excluded from the program?

The excluded credit cards are as follows:

Will I earn points for any additional card on my main card/account?

Yes, all additional cards will earn points which will be added to the main card/account.

How much does it cost to join the Hassad Reward Program?

Absolutely free on condition you have a qualifying Riyad Bank Credit Card.

How do I earn points?

Every time you use your Riyad Bank Credit Card to pay for goods and services you accumulate points. These points can be exchanged for a wide variety of exciting rewards ranging from shopping, health clubs, hotels, training courses, travel and holidays, dining, and many exclusive offers arranged especially for you.

Will I earn points for any transaction I do with my Riyad Bank Credit Card?

Points will not be earned on cash advances, interest charges, cash payments into the credit card account, over limit fees, annual membership fees, and reversed or disputed transactions. Any other credit card transaction i.e. purchases will be considered as qualifying.

How do I calculate points?

By using Riyad Bank Credit Card one Hassad Reward Point will be calculated as the below schedule:

Card Classification How to Earn Points
Signature & Platinum Get 1 point for every 10 Riyals spent using your credit card inside the Kingdom and abroad
Titanium Get 1 point for every 15 Riyals spent using your credit card inside the Kingdom and abroad
Gold & Classic Get 1 point for every 20 Riyals spent using your credit card inside the Kingdom and abroad
How will I know the number of points I have accumulated?

Once a month points are added to your account for all qualifying transactions, since the last statement. Your Riyad Bank Credit Card monthly statement will show the number of points you have accumulated for the previous month and the total points available. You can easily check your points through:

How can I earn points faster?

Simply use your Riyad Bank Credit Card either locally or internationally for all your payments at stores, supermarkets, travel arrangements and on line purchases. The more you use your Riyad Bank Credit Card the faster you earn and accumulate points.

What are the different reward voucher types available for the Hassad Reward Program?

Monetary Voucher: To be used to purchase any product within a specified merchant’s store. Available Monetary Voucher values are of: SR100, SR500 and SR1,000.

What is the process for requesting Hassad Voucher?

Hassad vouchers can be requested through Riyad Online or through the call center. Request for the vouchers is to be made by the credit cardholder, you should have the credit card PIN before requesting for the vouchers, if you don't have a PIN, please request through Riyad Online, call center or visit the nearest branch.

How do I redeem my Hassad Reward Points?
  1. Choose a Hassad reward partner of your choice, from the Hassad Partner catalogue
  2. You can request the voucher through Riyad Online or through the call center at (+966) 920002470 and advise that you would like to redeem your Hassad Reward Points (the caller must be the primary card holder). Remember, you should advise the Agent of the merchant name and monetary voucher value
  3. Upon successful requesting, go directly to your nearest Riyad Bank ATM, insert your credit card, enter your credit card PIN and select ‘Voucher Printing’ to print your Hassad Rewards Voucher. The ATM will print the selected voucher which contains all the details of the requested voucher
  4. Take the original Riyad Bank ATM printed voucher to the chosen partner as printed on the ATM voucher to claim your reward (the person making the claim must be the primary card holder)
How long will it take to redeem and get an ATM Voucher?

Immediately. All you have to do is to request for the voucher through Riyad Online or by calling the call center, after which you can go to the nearest Riyad Bank ATM and print an ATM Reward Voucher.

Where can I find the nearest Riyad Bank ATM?

Riyad Bank has over 2,500 ATM’s located throughout the Kingdom. You can use our Branch and ATM Locator to locate the nearest ATM to you.

Will my Hassad Reward Program ATM Voucher expire?

Yes, your Hassad Reward Program ATM Voucher expires after 60 days from the date of your Hassad points redemption (issue).

Will my points ever expire?

Yes, the Hassad Reward Program points will expire on the 31st of March 2018.

What if I don’t want to participate in the Hassad Reward Program?

If a cardholder does not wish to participate in the Hassad Reward Program they must contact the Riyad Bank Call Center on 920002470 to be deactivated from the system.

Can anyone else collect my reward on my behalf?

Please note that only the Riyad Bank Credit Card main cardholders can claim and receive the Reward. Simply show the qualifying credit card and I.D. as proof of identity to claim or collect the rewards. In addition, the cardholder must sign the voucher.

Can Hassad Reward ATM Vouchers be used in conjunction with cash or credit card when making a payment?

Only the Monetary Vouchers (made up of SR100, SR500 and SR1,000) can be used with other forms of payment such as cash or credit card in the Merchants stores whose name appears on the Monetary vouchers (i.e. the Merchant stores you have determined to use for your Monetary vouchers).

Can I exchange reward after redeeming?

Hassad Rewards cannot be exchanged nor returned.

Can I exchange my points for cash?

Hassad Reward Program points are non-exchangeable nor refundable.

What if I lost or damaged my Hassad Reward Program ATM Voucher?

Please try to keep your voucher in a safe place, as we treat the ATM reward voucher the same as cash. Therefore, the Bank cannot be held liable for such occurrences.

What if my Hassad Reward Program ATM Voucher is not clear (ink is faint)?

Immediately call the Riyad Bank Call Centre Agent and notify them.

What if Partner refuses to accept my Hassad Reward Program ATM Voucher?

Please make sure it is the right Partner to redeem from as written on the Hassad Reward Program ATM Voucher or call the Riyad Bank Call Centre Agent and notify them of such refusal.

Can I cancel Hassad reward voucher before printing it?

Call (+966) 920002470 or 800-441-0000 for platinum credit cards only to request cancelling Hassad rewards voucher, or visit the nearest Riyad Bank branch.

Qasset Installment Program

What is the Riyad Bank Qasset Program?

The Riyad Bank’s Qasset Program is an installment plan whereby the customer has the convenience of settling his/her high value purchases in affordable & equal monthly installments.

How does the Qasset Program work?

It’s easy. If you have purchases of SAR 1,000 & above and want to pay the amount in easy monthly installments to manage your financial obligations, you can have that transaction moved to the Qasset Program installments plan.

How to benefit from Qasset Program?

Simply follow these 3 convenient steps:

Step 1: Use your Riyad Bank Credit Card to make a purchase of at least SAR 1,000.
Step 2: Call Riyad Bank’s toll number at (+966) 920002470 and request to convert your transaction to the Qasset Program Plan of 3, 6 or 12 months.
Step 3: Pay only the monthly installment for the plan selected. The value of each monthly installment will be reflected in the monthly statement.

Do I need to apply for a new Credit Card to use the Riyad Bank Qasset Program?

No, you can use your existing Riyad Bank Credit Card to benefit from this program.

Is Qasset Program limited for specific purchases?

No, Qasset Program is applicable on any type of retail purchases made through your Riyad Bank Credit Card.

Is there a minimum amount that can be moved to the Riyad Bank Qasset Program?

Yes, you can only move / transfer / convert your purchases worth a minimum value of SAR 1,000 through the Qasset Program.

How many transactions can I move to Qasset Program?

There is no limit on the number of Installment Plans allowed (within the available credit card limit & subject to a minimum value of SAR 1,000).

How many payment plans are available on the Riyad Bank Qasset Program?

The following options are the payment plans available under the Riyad Bank Qasset Program:


Program Riyad Bank's Qasset
Installment Plan Term 3 months 6 months 12 months
Profit Rate (per month) 0.0% 0.50% 0.75%
How is the calculation done for the Riyad Bank’s Qasset Program?

The table below illustrates how Qasset Program works for a transaction of SAR 4,000 converted into the installment plan of 3, 6 or 12 months:


Installment calculation - SAR 4000 - Riyad Bank's Qasset Program
Installment Plan Term 3 months 6 months 12 months
Profit Rate (per month) 0.0% 0.50% 0.75%
Monthly Installment 1333.33 686.67 363.33

Silver Banking

How do you know that you are Silver?

Riyad Bank sends you an email and/or text message when you are selected for the Silver Banking. This message highlights the features and benefits you are entitled to.

When you visits any Riyad Bank branch or contacts our 24/7 call center, our staff will automatically recognize you as a Silver Banking customer and provide the appropriate level of service.

You can call 800-124-2020 or visit the nearest Riyad Bank branch to find out more about Silver Banking.

Virtual Card

What is a Virtual Card?

The Virtual Card is designed especially for online purchasing and can be used at any merchant website that accepts Visa Cards. The customer can apply and obtain the card instantly through Riyad Online without the need to obtain a plastic card.


The Virtual Card information includes:

  1. Customer name
  2. Card number
  3. Expiry date
  4. Security code comprised of 3 numbers
How can I obtain a Virtual Card?

Step 1: OPEN a current account at Riyad Bank
Step 2: REGISTER for Riyad Online
Step 3: APPLY for a Virtual Card via Riyad Online and accept the terms and conditions
Step 4: LOAD your Virtual Card from your current account
Step 5: PURCHASE using your Riyad Bank Virtual Card number and security details

How long is a Virtual Card valid for?

Your Virtual Card is valid for 3 years, as shown on the expiry date.

How can I load my Virtual Card?

You can transfer funds to your Virtual Card from your current account via Riyad Online.
The amount transferred will be available in your Virtual Card account within minutes.

Where can I purchase with my Virtual Card?

You can use your Virtual Card on any website where Visa Credit Card is accepted.

Can I add funds to a Virtual Card?

Yes. You can load and reload any amount / any time based on the limits mentioned in the terms and conditions.

Can I merge funds from more than one Virtual Card?

No, each Virtual Card has a separate limit.

What is the minimum and maximum load limits on a Virtual Card?

The minimum load limit is SAR 10 and the maximum load limit is SAR 37,500.

What if my Virtual Card, cvv, or expiration date are compromised or stolen?

We recommend that you keep your Virtual Card information in a safe place. You should treat your Virtual Card number and security details with the same protection as you would do for a physical credit card.


If your Virtual Card info is stolen or compromised, you can block your Virtual Card through Riyad Online free of charge. Alternatively you can call Riyad Bank call center at (+966) 920002470 and we will block it for you.

How do I check my Virtual Card available balance?

You can check your Virtual Card available balance and transactions history online any time and free of charge. Login to your Riyad Online account, click on the card statement tab and follow the applicable prompts.

How do I dispute a transaction on my Virtual Card?

If you have any concerns about a transaction on your Virtual Card, you should always contact the merchant directly to resolve the issue.


If you are unable to resolve the issue with the merchant, you can contact Riyad Bank call center on (+966) 920002470.

Will a payment go through if my purchase exceeds the available balance on my Virtual Card?

If you attempt to use your Virtual Card for a transaction that is greater than the remaining available balance, the transaction will be declined.

What are the costs associated with using a Virtual Card?

There are no issuance fees nor interest payments. A markup fee applies to non-Saudi Riyals transactions.

A full list of fees and charges can be found in the Virtual Card terms & conditions.

How many Virtual Card can I apply for?

You can apply for a maximum of 5 Virtual Cards.

Can I refund the amount credited to my Virtual card?

Yes, you can by calling Riyad Bank Customer Service Center and asking an agent to return the amount in your Virtual card account to your current account.

Credit Cards

Can I use the credit card immediately after receiving it?

No, you have to activate the credit card first in order through Riyad Bank branches, Riyad Bank 24/7 Customer Service Center at (+966) 920002470 or Riyad Online.

Are there any fees on the credit card?

The annual fee is waived for the first year of issuance. For more information about other card fees, please visit Credit Cards webpage.

How can I view the transactions done with my card?

You can view all transaction done with your card through Riyad Online and Riyad Mobile, and you can view and print your card’s monthly statement as well.

Would I be registered immediately for Riyad Online after receiving my credit card?

You have to register for Riyad Online service then your credit card will be listed automatically among your accounts in Riyad Online.

What if lose my card?

Call (+966) 920002470 immediately to report your card loss whether you are inside or outside the Kingdom.

Can I change my PIN?

Yes, you can change your PIN through Riyad Bank ATMs.

How can I enroll in Hassad Rewards Program?

You will be automatically enrolled in Hassad Rewards Program without the need to register (some cards are excluded).

Are there any risks in using credit cards online?

There are no risks whatsoever, all what you need to do is to activate the card’s 3D Secure feature which is provided free of charge by Riyad Bank to protect your online transactions. In addition, we recommend that you avoid suspicious or unknown websites when purchasing online.

Are there any installment plans to settle my credit cards purchases?

Yes, you can easily do that through Riyad Bank Qasset Installment Program (some cards are excluded); just choose the desired plan then contact Riyad Bank Call Center to execute your request. For more information visit our Credit Cards offers page.

Can I increase my credit card limit?

Yes, you can request an increase of your credit card limit through Riyad Online, Call Center or any of our branches.

Does the card allow me to access VIP lounges at international airports?

Yes, some of our cards give access to airport lounges. For more information, please visit the Credit Cards webpage.

Credit Cards Insurances

What do you mean by Credit Cards insurances?

It is a cover associated with MasterCard and Visa for credit cardholders. The cover contains; Travel insurance, purchase protection, Extended warranty, and fraud protection. All you need to do is making your purchases through Riyad Bank Credit Card and you get automatically enrolled to the program. Each card contains specific coverage depends on the card you use.

What am I covered for?
Titanium Visa Platinum MasterCard Platinum Visa Signature
Purchase Protection NA Up to USD 20,000 Up to SAR 18,750 Up to SAR 20,000
Fraud Protection Up to SAR 7,500 NA Up to SAR 11,250 NA
Extended Warranty NA Up to USD 5,000 NA Up to SAR 13,125 for one items, and SAR 75,000 yearly
Travel Insurance NA NA NA Up to SAR 1,875,000 internationally, and SAR 187,500 domestically
Is there any cost on the Credit Cards insurances?

It’s absolutely FREE subject to condition that items and tickets are bought through Riyad Bank Credit Card.

How do I enroll for the credit Cards Insurance Features?
  • All you need to do is purchase your items & travel tickets through Riyad Bank Credit Card and you get automatically enrolled to the program
  • The credit card should be active
What do you mean by Travel Insurance?

Travel Insurance is a benefit available on your Signature Credit Card which offers indemnification to you for unforeseen eventualities.

What do I do in case of Emergency Medical Service is required while on travel?

For Customer Service in case of an emergency, call:
24 Hours Assistance Department
+1 817 826 7276

What is the process for making claims under Travel Insurance?

Written notice of service request / claim must be given no later than ninety (90) days from the date of the incident. Failure to give notice to the claims department listed below, within ninety (90) days from the date of the incident may result in a denial of the claim. Notice should be sent to:

SABB Takaful Company
Claims Department
P.O. Box 9086 Riyadh 11413
Kingdom of Saudi Arabia
Tel: +966-11-4408686
Fax: +966-11-2764463
Office Timings: 8:30am to 4:30pm, from Sunday to Thursday
Languages Supported: English / Arabic
customercare@sabbtakaful.com

What do you mean by Purchase protection under Visa Credit Cards?

The Insurer will cover items above USD 100 that an Insured Person purchased entirely through his/her Eligible Card from loss due to Theft and Accidental Damage for 365 days from the date of purchase as stated on the store receipt up to the Cardholders’ per occurrence.

What is the process for making claims in purchase protection under Visa Credit Cards?

Notice of Claim: Written notice of claim must be given no later than 48 hours from the date of the incident. Failure to give notice within 48 hours from the date of the incident may result in a denial of the claim. Notice should be sent to:

SABB Takaful Company
Claims Department
P.O. Box 9086 Riyadh 11413
Kingdom of Saudi Arabia
Tel: +966-11-4408686
Fax: +966-11-2764463
Office Timings: 8:30am to 4:30pm, from Sunday to Thursday
Languages Supported: English / Arabic

What do you mean by Purchase protection under MasterCard’s Credit?
  1. The damage or loss of the items must be within 90 days from the purchase date
  2. Items given as gifts are included
  3. MasterCard will decide whether to have the item repaired or replaced, or to reimburse you (cash or credit) up to the amount charged to your payment card, and not to exceed the original purchase price
  4. Items must be purchased entirely with your payment card
  5. If the item is part of a pair or set, you will only receive compensation for the value of the stolen or damaged item unless the articles are unusable individually and/or cannot be replaced individually; the theft or damage of an item that is part of a pair or set will be viewed as one occurrence and the coverage limitation still applies
  6. Product rebates, discounts or money received from Price Protection will be deducted from the original cost of the item
  7. For theft claims, you must provide an official police report regarding the incident to MasterCard within the required time frame
What is the process for making claims in purchase protection under MasterCard’s’ Credit?
  1. Contact MasterCard at +966 (11) 5109300 or email us at mastercard.services@metlifeaiganb.com, within 24 hours of your discovery of theft or damage, to obtain a claim form and instructions on what to do after a loss
  2. You shall complete, sign and return the claim form with the following documents:
    • An original receipt showing payment entirely with your payment card
    • Other relevant documents MasterCard may ask you to provide, including but not limited to police reports and/or the repair estimate (for damage claim only)
  3. The claims form and accompanying documents must be returned to MasterCard within 5 days of making the original claim
  4. For damage claims, you may be required to send in the damaged item(s), at your expense, for further evaluation of your claim
What do you mean by Fraud protection under MasterCard’s Credits?
  1. You must comply with all terms and conditions by which your payment card(s) is/are issued
  2. The damage or loss of the items must be within 90 days from the purchase date
  3. Items given as gifts are included
  4. MasterCard will decide whether to have the item repaired or replaced, or to reimburse you (cash or credit) up to the amount charged to your payment card, and not to exceed the original purchase price
  5. Items must be purchased entirely with your payment card
  6. If the item is part of a pair or set, you will only receive compensation for the value of the stolen or damaged item unless the articles are unusable individually and/or cannot be replaced individually; the theft or damage of an item that is part of a pair or set will be viewed as one occurrence and the coverage limitation still applies
  7. Product rebates, discounts or money received from Price Protection will be deducted from the original cost of the item
  8. For theft claims, you must provide an official police report regarding the incident to us within the required time frame
What is the process for making claims in Fraud protection under MasterCard’s Credits?

In the event of a covered loss, you shall:

  1. Contact MasterCard at +966 (11) 5109300 or email us at mastercard.services@metlifeaiganb.com, within 24 hours of your discovery of theft or damage, to obtain a claim form and instructions on what to do after a loss
  2. You shall complete, sign and return the claim form with the following documents:
    • An original receipt showing payment entirely with your payment card
    • Other relevant documents MasterCard may ask you to provide, including but not limited to police reports and/or the repair estimate (for damage claim only)
  3. The claims form and accompanying documents must be returned to MasterCard within 5 days of making the original claim
  4. For damage claims, you may be required to send in the damaged item(s), at your expense, for further evaluation of your claim
  5. Terms and condition for Platinum and Titanium
What do you mean by Extended warranty under Visa Credit Cards?

Upon the expiration of the Manufacturer’s Warranty, the Extended Warranty Benefit duplicates the terms of the original Manufacturer’s Warranty up to one (1) full year for Covered Purchases that cease to operate satisfactorily and require repairs during the Policy Period. Benefits are provided to pay for the repair or replacement of a Covered Purchase, up to the amount charged for the item or card type’s Per Occurrence Limit (local currency equivalent), whichever is less, subject to (local currency equivalent) the Annual Aggregate Limit.

  • Covered Purchases given as gifts are covered
  • Covered Purchases include internet purchases
  • Covered Purchases do not have to be registered
What is the process for making claims in Extended Warranty under Visa Credit Cards?

Notice of Service Request: Written request for service must be given as soon as reasonably possible. Written request for service shall be given within thirty (30) days after the occurrence of any loss. Notice shall be sent to:

MetLife – AIG – ANB Cooperative Insurance Company
Claims Department
Al-Munajem Tower - King Fahed Road - Olaya District
P.O. Box: 56437, Riyadh 11554
Kingdom of Saudi Arabia
Tel.: +966-11-5109300
Fax: +966-11-5109396
Office Timings: 8:30am to 5:00pm, from Sunday to Thursday
Languages Supported: English / Arabic

Riyad Foreign Exchange ATM

What currencies are available in the Foreign Exchange ATMs?

U.S Dollar (USD) – British Sterling (GBP) – Euro – UAE Dirham (AED)

What banknotes are available in each currency?

100 USD – 50 GBP – 200 Euro – 500 AED

Are there any fees on foreign currency withdrawal transactions from such ATMs?

There are no fees or commissions charged from the customer’s account when performing withdrawal transaction in any available currencies.

What is the exchange rate of every currency?

When using the ATM to perform a withdrawal transaction in one of the available currencies, the exchange rate of every currency will be displayed before choosing the desired currency and also before confirming the withdrawal transaction. The deducted amount will be displayed in Saudi Riyal.

What is the cash withdrawal limit at the Foreign Exchange ATMs?

The customer can withdraw equivalent to SAR 5000 daily.

If the customer withdraws equivalent to SAR 1000, can he/she withdraw from the Foreign Exchange ATMs equivalent to SAR 5000?

No, but the customer can withdraw the remaining daily limit equivalent to SAR 4000.

How to find out if a currency is not available at the ATM?

The unavailable currency option will not appear on the screen while other options will.

Is the service available for all customers?

The service is available for all Riyad Bank mada cardholders (MasterCard – Maestro).

Is the service available for other Saudi banks’ customers?

We are working on providing the service for Saudi banks’ customers.

Can credit cardholders withdraw from these ATMs?

The service is currently limited to current account cards of Riyad Bank customers.

In case the customer could not receive the amount while the account was debited, what the customer is required to do?

The customer should call 920002470 to raise a claim. The amount which will be reversed back into the customer’s account is equivalent to the exchange rate at the date of the problem not at the time of reversing the amount.

Where are the locations of the Foreign Exchange ATMs?

Please visit Riyad Bank website www.riyadbank.com and open “Contact Us” option then go to “Foreign Exchange ATMs” and select “Search” icon where all ATMs locations across the Kingdom will appear.

What are the additional services available at these ATMs?

There are no additional services available at Foreign Exchange ATMs other than the withdrawal of the four currencies.

How can the customer withdraw an amount that exceeds SAR 5000 in foreign currency?

If the customer owns more than one account, he/she can use his/her debit cards of other accounts. However, if the customer owns one account only, he/she can open another account through Riyad Online and issue a debit card from the self-service machine, then transfer between his/her accounts and withdraw the desired amount by using the new account’s debit card.

In the worst case scenario, the customer can visit any Riyad Bank branch and withdraw the required amount, taking into consideration the branches working hours from Sunday to Thursday, from 9:30 a.m. until 4:30 p.m.

Riyad App for Smartwatches

How can I download Riyad App for Smartwatches?

You can download Riyad App for Smartwatches from the App Store on iPhone devices, or by updating the application.

App Store icon
Are there any fees on the application or the enrollment?

No, the application is free of charge, and there are no enrollment fees.

How can I enroll and register in Riyad App for Smartwatches?
  1. First of all, you have to join Riyad Online then download the latest version of Riyad mobile app from the App Store
  2. Log in to your account through Riyad Mobile app
  3. Go to “More Options” button
  4. Select Riyad App for Smartwatches
  5. Select “Register” option
  6. Now, enter Riyad App for Smartwatches authentication code
  7. Your smart watch registration code will appear
  8. Open Riyad App for Smartwatches using your watch
  9. A message will appear stating that you have to register through Riyad Mobile app
  10. Choose “Next” then enter the registration code on Riyad Mobile app
  11. Enter the SMS code received on your mobile
  12. You will receive a message notifying you that your Riyad App for Smartwatches has been registered
  13. Now, the watch is ready to use anytime
What are the requirements and conditions for enrollment?
  1. You should be enrolled in Riyad Online
  2. Download the latest version of the application from the App Store
  3. You should have iPhone 5 and higher, running on iOS 9 and higher
  4. You should own an Apple Smart Watch
  5. Follow the enrollment steps and make sure that the service is activated properly
How can I cancel the service enrollment?

Log in to Riyad Mobile then go to “More Options” > Riyad App for Smartwatches > select cancel enrollment.

How can I use the application? Do I need an Internet connection?
  • Once the application is downloaded and the service is enrolled and activated; open Riyad App for Smartwatches where you can view your accounts, balances and the last 5 transactions
  • Yes, to use the watch you must be connected to internet
How many watches can I link to my account?

Only one watch can be linked per user.

What if my watch was stolen or lost?

You have to log in to Riyad Mobile > More Options > Riyad App for Smartwatches > cancel the enrollment.

I downloaded the application on my device but I still cannot see the application on the watch?
  • Make sure that the latest version of Riyad Mobile app is downloaded
  • Make sure that the application is available on your watch from watch settings through your mobile phone
  • Search for watch application icon > choose Riyad App for Smartwatches > make sure “show application” option is available on Apple Watch
If I cancel the application from my device, how can I register again?

Make sure you have canceled Riyad App for Smartwatches registration, then register again through Riyad Mobile App.

How can I change the language of the application?
  • You can change the language through watch settings on your mobile phone
  • Search for watch settings icon > choose General > go to language and country > system language > select your preferred language
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