Introduction
There comes a moment for many Ratibi cardholders when the PIN simply stops working — whether it has been forgotten, entered incorrectly too many times, or suspected of being compromised. In that moment, the question is always the same — how do I get a new PIN? Unlike a regular bank account where the customer can walk into a branch and sort things out independently, the Ratibi card system works differently. The employer plays a central role in the PIN reset process, and understanding exactly how this works saves time, reduces stress, and gets the card working again as quickly as possible. This guide explains the complete PIN request process from start to finish — clearly, simply, and without confusion.
Understanding the Ratibi Card PIN Reset System
Before walking through the steps, it is important to understand why the PIN reset process for a Ratibi card is different from what many people might expect.
The Ratibi card is a corporate payroll product — meaning it is issued by the employer on behalf of the employee, not applied for individually by the worker. This means that FAB’s primary relationship is with the employer, not the individual cardholder.
As a result:
- The employer is the official point of contact between the worker and FAB
- Most card-related requests — including PIN resets — must be initiated through the employer
- FAB cannot always deal directly with individual Ratibi cardholders on administrative matters without employer involvement
- This is not a limitation — it is a security feature that protects workers from unauthorised changes to their card
Understanding this structure makes the process much less frustrating — because it explains why the employer needs to be involved and why going directly to FAB without employer involvement may not always produce results.
When Is a New Ratibi Card PIN Needed?
A PIN reset or new PIN request becomes necessary in the following situations:
Forgotten PIN — the cardholder cannot remember the PIN and is unable to use the card.
Card blocked due to wrong PIN attempts — the PIN was entered incorrectly three times and the card is now blocked.
Suspected PIN compromise — the cardholder believes someone else may have seen or obtained the PIN.
Card replacement — a new card has been issued following a lost, stolen, or ATM-confiscated card, and a new PIN needs to be set on the replacement card.
First-time setup — a brand new card has been received and the PIN has not yet been set — in this case, following the activation steps in Article #6 is the most direct route.
Step-by-Step Guide — How to Request a New Ratibi Card PIN
Step 1 — Stop Using the Card Immediately
If the PIN has been forgotten or the card is blocked, the first step is to stop attempting to use the card. Further incorrect PIN attempts will not help and may complicate the recovery process.
If the card is suspected of being compromised — meaning someone else may know the PIN — the card should be treated as potentially unsafe until a new PIN is set.
Step 2 — Contact the Employer
The employer must be informed of the situation as soon as possible. The cardholder should explain:
- That the PIN has been forgotten, the card is blocked, or there is a security concern
- The full name and card number if available
- The urgency of the situation — particularly if payday has recently passed and funds are needed
The employer has direct access to FAB’s corporate banking system and can raise a PIN reset request on behalf of the employee much faster than an individual cardholder can through the general helpline.
Step 3 — Employer Contacts FAB
Once the employer is informed, they will contact FAB through their corporate banking channel or the dedicated employer helpline. The employer submits the PIN reset request for the specific employee and card.
FAB will verify the request and process it accordingly. The processing time can vary — in most cases it is resolved within one to two business days, though urgent cases may be handled faster.
Step 4 — Receive Confirmation from the Employer
Once FAB has processed the request, the employer will receive confirmation and pass it on to the employee. The confirmation will typically include:
- Confirmation that the PIN reset has been approved
- Instructions for the cardholder on what to do next — usually a visit to a FAB ATM to set a new PIN
Step 5 — Visit a FAB ATM to Set the New PIN
With the PIN reset approved, the cardholder visits the nearest FAB ATM with the Ratibi card and follows these steps:
- Insert the card into the ATM card slot
- Select “PIN Selection” or “Set PIN” from the menu
- Enter a new 4-digit PIN of personal choice
- Confirm the new PIN by entering it a second time
- The ATM will confirm that the new PIN is set and the card is active
The card is now fully functional again and can be used immediately.
Step 6 — Test the Card
After setting the new PIN, it is a good idea to perform a quick balance enquiry at the same ATM to confirm that the card and new PIN are working correctly. This takes less than a minute and provides immediate confirmation that everything is in order.
What to Do If the Employer Is Unresponsive
In an ideal situation, the employer responds quickly and initiates the PIN reset process without delay. However, there are situations where the employer may be slow to respond or unavailable — particularly on weekends, public holidays, or during busy work periods.
If the employer has not responded within 24 hours and the situation is urgent, the following steps can be taken:
Option 1 — Call the FAB Ratibi Helpline Directly
Call 600 52 2298 from within the UAE or +971 2 499 6279 from outside the UAE. Explain the situation to the customer service agent and provide:
- The full name as it appears on the Ratibi card
- The 16-digit card number if available
- The registered mobile number
- A clear explanation of the issue
While FAB’s primary channel for Ratibi card requests is through the employer, the helpline agent may be able to provide guidance or escalate the case depending on the circumstances.
Option 2 — Visit the Nearest FAB Branch
Visiting a FAB branch in person with the following documents may allow branch staff to assist directly:
- The Ratibi card
- Emirates ID
- Any proof of employment — such as a work contract or salary slip
Branch staff have access to FAB’s systems and may be able to initiate or verify the PIN reset process without needing to wait for the employer.
Option 3 — Contact the Ministry of Human Resources
If the employer is deliberately withholding assistance with the card — which would affect the worker’s access to their salary — this may be a labour rights issue. The Ministry of Human Resources and Emiratisation (MOHRE) can be contacted on 800 60 for guidance on worker rights related to salary and payroll card access.
How Long Does the PIN Reset Process Take?
The timeline for a Ratibi card PIN reset depends on how quickly each step is completed:
| Step | Typical Timeline |
| Worker contacts employer | Immediate |
| Employer contacts FAB | Same day to next business day |
| FAB processes the reset request | 1 to 2 business days |
| Worker visits ATM to set new PIN | Immediate once approved |
| Card fully functional again | Same day as ATM visit |
In total, the process typically takes between one and three business days from the moment the employer is first contacted. Urgent cases — particularly those involving a very recent salary credit that the worker cannot access — may be prioritised by FAB when the employer flags the urgency.
Tips to Speed Up the PIN Reset Process
Be specific when contacting the employer — provide the card number, full name, and a clear description of the issue. Vague requests take longer to process.
Follow up regularly — if the employer has not provided an update after 24 hours, a polite follow-up is completely reasonable.
Keep a record of all communication — note the date and time of every conversation with the employer and FAB regarding the PIN reset. This creates a paper trail if the issue escalates.
Ask for a reference number — when FAB processes the PIN reset request, ask the employer to obtain a reference number from FAB. This can be used to track the progress of the request.
Stay calm and patient — the process may feel slow, especially when funds are urgently needed. However, panicking or attempting workarounds — such as guessing the PIN — will only make the situation worse.
Preventing Future PIN Issues
Once the new PIN is set and the card is working again, taking a few simple precautions can prevent the same situation from happening again:
Memorise the PIN thoroughly — take time to commit the new PIN to memory before leaving the ATM. Test it immediately with a balance enquiry.
Avoid obvious PINs — as covered in Article #7, simple sequences and birth dates are easy to forget under stress and easy for others to guess. Choose something memorable but not obvious.
Change the PIN proactively if there is any security concern — do not wait for someone else to use the card. If there is any reason to suspect the PIN has been seen or shared, change it immediately at any FAB ATM.
Never write the PIN on the card or store it nearby — this is the most common security mistake and the easiest way for the PIN to be seen by the wrong person.
Frequently Asked Questions
Q: Can a PIN reset be done without involving the employer? In most cases, the employer needs to be involved as they are the official point of contact with FAB for Ratibi card matters. However, calling the FAB Ratibi helpline or visiting a branch directly may provide alternative options in urgent situations.
Q: Is there a fee for requesting a new PIN? No. PIN reset requests and PIN setting at FAB ATMs are completely free of charge.
Q: What if the new PIN stops working immediately after being set? This is unusual and may indicate a technical issue with the card. The employer should be contacted immediately, and if necessary, a visit to a FAB branch with the card and Emirates ID is recommended.
Q: Can the same PIN be used again after a reset? FAB’s system may or may not allow the same PIN to be reused after a reset — this depends on the security settings in place. Choosing a new PIN each time is always the safer and more secure approach.
Q: What happens to the balance on the card during the PIN reset process? The balance on the Ratibi card is completely safe during the PIN reset process. The money does not disappear or get frozen — it simply cannot be accessed until the new PIN is set and the card is working again.
Q: Can the PIN reset be done at any time of day? The employer contact and FAB processing steps are subject to business hours. However, once the reset is approved and confirmed, the cardholder can visit a FAB ATM to set the new PIN at any time — day or night.
Final Thoughts
Requesting a new Ratibi card PIN is a straightforward process when the right steps are followed in the right order. The most important thing to remember is that the employer is the first point of contact — not FAB directly. By informing the employer quickly, following up regularly, and visiting a FAB ATM as soon as the reset is approved, most cardholders can have their card fully functional again within one to three business days.
The PIN is the gateway to every dirham on the Ratibi card — protecting it, remembering it, and knowing how to recover it are three of the most important things any Ratibi cardholder can do.
For a complete guide to PIN security, PIN selection tips, and how to change an existing PIN without needing a reset, Article #7: How to Set or Change Ratibi Card PIN covers everything in one place.
Coming up next — What to Do If the Ratibi Card Is Blocked, where the complete process of unblocking a Ratibi card is explained step by step — marking the beginning of Cluster 3: Troubleshooting & Emergency Guides.