Introduction
Losing a Ratibi card — or having it stolen — is one of the most alarming situations a worker in the UAE can face. Every dirham of the salary is on that card, and the thought of someone else spending it feels genuinely terrifying. But here is the most important thing to know right away — the money is not lost. The balance on a Ratibi card can be protected the moment the loss is reported, and a replacement card can be issued to restore full access to the funds. The key is knowing exactly what to do and doing it quickly. This guide walks through every single step — from the moment the card is discovered missing to the moment a new card is in hand and fully working again.
The First 60 Minutes Matter Most
When a Ratibi card is lost or stolen, the first hour is the most critical window. An unauthorised person who finds or steals the card could potentially use it for contactless purchases — which do not always require a PIN for small amounts — before the card is reported and blocked.
Acting quickly during this window makes the difference between losing money and keeping it safe. The steps in this guide should be followed as fast as possible from the moment the card is discovered missing.
Step 1 — Check Thoroughly Before Reporting
Before raising an alarm, it is worth taking two to three minutes to check thoroughly:
- All pockets, bags, and wallet compartments
- The workplace locker or storage area
- The last place the card was used — a shop counter, an ATM, or a table
- Any jacket or clothing worn recently
Sometimes a card that appears missing has simply been left in an unusual place. A quick but thorough check avoids the hassle of reporting and replacing a card that was not actually lost.
If the card genuinely cannot be found after checking, move immediately to Step 2.
Step 2 — Report the Loss to the Employer Immediately
The employer must be informed as soon as it is confirmed that the Ratibi card is missing. This is the single most important step — and it should be done before anything else.
The employer has the ability to contact FAB immediately and request that the card be blocked. The faster the employer makes this call, the sooner the card is frozen and the balance is protected from unauthorised use.
When contacting the employer, provide:
- Full name as it appears on the Ratibi card
- The 16-digit card number if it has been memorised or noted down somewhere safe
- The registered mobile number
- The approximate time and location where the card was last seen or used
- Whether the card was lost or stolen — and if stolen, any details about the circumstances
The employer will immediately contact FAB to block the card and begin the replacement process.
Step 3 — Call the FAB Ratibi Helpline
At the same time as contacting the employer — or immediately after — the FAB Ratibi helpline should also be called to report the missing card:
| Location | Number |
| Within the UAE | 600 52 2298 |
| Outside the UAE | +971 2 499 6279 |
| General FAB customer care — UAE | 600 52 5500 |
When the call connects, inform the agent:
- That the Ratibi card has been lost or stolen
- The full name and card number
- The registered mobile number
- The approximate time the card went missing
- Whether any unauthorised transactions are suspected
The FAB agent will immediately block the card on the system, preventing any further transactions from being processed. Ask the agent for a reference number for the blocking request — this is important for follow-up.
Step 4 — Check the Balance and Recent Transactions Immediately
While the card is being blocked, check the current balance and transaction history through any available method:
- Magnati online portal — ppc.magnati.com/ppc-inquiry
- FAB mobile app — navigate to the Ratibi card section
- Recent SMS alerts — review the last few messages for any unexpected transactions
This check serves two important purposes:
- It confirms whether the current balance matches what was expected — revealing whether any unauthorised transactions have already taken place
- It provides a record of the balance at the time of reporting — useful if a dispute needs to be raised about any missing funds
Step 5 — Report Unauthorised Transactions Immediately
If the balance check reveals transactions that the cardholder did not make — meaning someone has already used the card — these must be reported immediately to both the employer and the FAB Ratibi helpline.
Provide the following details when reporting:
- The transaction amounts and dates
- The merchant names if visible in the transaction history
- Confirmation that the cardholder was not present for these transactions
FAB will open an investigation into the unauthorised transactions. The outcome of this investigation will determine whether a refund is possible — this depends on the specific circumstances, the timing of the report, and FAB’s fraud investigation findings.
The faster the unauthorised transactions are reported, the stronger the case for a refund.
Step 6 — File a Police Report If the Card Was Stolen
If the card was stolen rather than simply lost, filing a police report is an important step. This serves several purposes:
- It creates an official record of the theft
- It may be required by FAB as part of the fraud investigation process
- It protects the cardholder legally if the stolen card is used for larger purchases
To file a police report in the UAE:
- Visit the nearest police station in person
- Call the UAE police emergency number — 999 — if the theft involved a crime such as a robbery
- Use the Dubai Police app or Abu Dhabi Police app to file a report online if available in the relevant emirate
Obtain a copy of the police report or the report reference number — this may be requested by FAB during the replacement or fraud investigation process.
Step 7 — Request a Replacement Ratibi Card
Once the lost or stolen card has been blocked, the next step is to request a replacement card. This request must go through the employer — because the employer is the entity that manages Ratibi card issuance on behalf of their employees.
The employer will:
- Submit a replacement card request to FAB
- Provide the employee’s details — name, Emirates ID, registered mobile number
- Confirm the delivery or collection arrangement for the new card
Important: FAB’s policy states that a card that has been confiscated, lost, or stolen cannot be recovered — a completely new card will be issued. The existing card number will be permanently deactivated.
Step 8 — Receiving the Replacement Card
The replacement Ratibi card will be issued by FAB and delivered to the employer, who will then distribute it to the employee — the same process as when the original card was first issued.
Typical timeline for replacement:
| Step | Estimated Time |
| Employer submits replacement request | Same day as report |
| FAB processes replacement request | 3 to 5 business days |
| Card delivered to employer | 1 to 2 business days after processing |
| Employee receives card from employer | Same day as employer receives it |
The total time from reporting to receiving the replacement card is typically between five and seven business days — though this can vary depending on FAB’s workload and the employer’s responsiveness.
Step 9 — Activate the Replacement Card and Set a New PIN
Once the replacement card is received, it must be activated before it can be used. The full activation process is covered in Article #6: How to Activate a New Ratibi Card — but in summary:
- Visit the nearest FAB ATM with the new replacement card
- Insert the card and select “PIN Selection” from the menu
- Enter a new 4-digit PIN of personal choice
- Confirm the PIN by entering it a second time
- The card is now active and ready to use
Choose a PIN that is different from the one used on the lost or stolen card — particularly if there is any possibility that the old PIN was known to whoever found or stole the original card.
Step 10 — Update the Registered Mobile Number If Needed
If the mobile phone was also lost or stolen along with the Ratibi card, the registered mobile number linked to the card needs to be updated. An active, working mobile number is essential for receiving SMS balance alerts and for future verification processes.
Inform the employer of the new mobile number as soon as it is available so that they can update the details with FAB.
What Happens to the Balance During the Replacement Process
This is the question that worries most cardholders more than anything else — and the answer is reassuring.
The balance on the lost or stolen Ratibi card is linked to the card account, not to the physical card itself. When the card is blocked and a replacement is issued:
- The remaining balance from the original card is transferred to the new replacement card
- No funds are lost during the replacement process
- The salary that was on the original card will be fully accessible once the replacement card is activated
The only risk to the balance is if unauthorised transactions were made before the card was blocked — which is why reporting the loss as quickly as possible in Step 2 and Step 3 is so critical.
How to Protect the Ratibi Card From Being Lost or Stolen Again
Once the replacement card is received and activated, a few simple habits can significantly reduce the risk of losing the card again:
Keep the card in a dedicated, secure place — a specific compartment in a wallet, rather than loose in a pocket or bag, makes the card much harder to misplace.
Never leave the card unattended — particularly in shared accommodation, changing rooms, or public spaces.
Memorise the card number — or store it securely somewhere separate from the card itself. Having the number readily available speeds up the reporting process enormously if the card goes missing again.
Enable SMS alerts — automatic balance alerts via SMS make it immediately obvious if the card is being used without authorisation.
Check the balance regularly — using the Magnati portal or FAB mobile app to check the balance frequently makes it easier to spot any unexpected activity quickly.
Frequently Asked Questions
Q: Is there a fee for replacing a lost or stolen Ratibi card? FAB may charge a replacement card fee — this is outlined in FAB’s standard fee schedule. The employer should confirm any applicable fees when submitting the replacement request.
Q: Can the lost card be reactivated if it is found later? No. Once a Ratibi card is reported as lost or stolen and blocked by FAB, it is permanently deactivated. Even if the original card is found later, it cannot be reactivated — the replacement card is the only valid card.
Q: What if the replacement card does not arrive within the expected timeframe? The employer should follow up with FAB if the replacement card has not arrived within seven business days of the request being submitted. The cardholder should keep the employer informed of the urgency.
Q: Can the salary be paid in cash while waiting for the replacement card? This depends on the employer’s willingness and ability to arrange an alternative payment. It is worth asking the employer directly — particularly if payday falls during the replacement waiting period.
Q: What if someone uses the lost card before it is blocked? Any unauthorised transactions that occurred before the card was blocked should be reported immediately to the FAB Ratibi helpline. FAB will investigate and determine whether a refund is possible based on the circumstances and timing of the report.
Q: Can a family member report the lost card on behalf of the cardholder? The report should ideally come from the cardholder or the employer. If neither is immediately available, calling the FAB Ratibi helpline and explaining the situation is the best course of action — the agent will advise on the available options.
Final Thoughts
Losing a Ratibi card is frightening — but it is manageable when the right steps are taken quickly. Report the loss to the employer and call the FAB Ratibi helpline at the same time. Get the card blocked as fast as possible. Check the balance for unauthorised transactions. File a police report if the card was stolen. Request a replacement through the employer and activate the new card as soon as it arrives.
The money is safe as long as the loss is reported quickly — and with this guide, every Ratibi cardholder knows exactly what to do the moment they realise the card is missing.
For workers whose card has been blocked for other reasons — such as incorrect PIN attempts or suspicious activity — Article #9: What to Do If the Ratibi Card Is Blocked covers the complete unblocking process in full detail.
Come next — Ratibi Card Confiscated by ATM — What Happens Next, where the complete process of dealing with a card retained by an ATM machine is explained step by step — including how to get a replacement and protect the balance.