Introduction
It happens without warning. The Ratibi card goes into the ATM, the machine processes for a moment — and then instead of returning the card, it swallows it. The screen shows an error message, or simply goes blank, and the card is gone. For many workers across the UAE, this is a deeply stressful experience — especially when the card holds their entire salary and there is no backup payment method available. The good news is that this situation, while alarming, is completely manageable. The balance is safe, the card can be replaced, and access to the funds can be restored. This guide explains exactly what happens when a Ratibi card is confiscated by an ATM — and precisely what needs to be done next.
Why Do ATMs Confiscate Cards?
Understanding why the ATM retained the card helps identify the correct solution and prevents the same thing from happening again. There are several common reasons why an ATM may confiscate a Ratibi card:
Reason 1 — Incorrect PIN entered too many times This is the most frequent cause. If the wrong PIN is entered three times in a row at the ATM, the machine automatically retains the card as a security measure to prevent unauthorised access.
Reason 2 — Card not removed quickly enough Most ATMs have a short time window — usually around 30 seconds — within which the card must be collected after the transaction is complete. If the card is not removed within this window, the ATM retracts it automatically to prevent it from being left behind and found by someone else.
Reason 3 — Expired card If the Ratibi card’s expiry date has passed, the ATM may reject and retain the card rather than returning it.
Reason 4 — Card suspected of being fraudulent or tampered with ATMs have internal security systems that can detect cards that appear to be damaged, cloned, or tampered with. If the machine’s sensors flag an issue, it may retain the card for security reasons.
Reason 5 — Card already reported as lost or stolen If the card has previously been reported as lost or stolen and blocked in FAB’s system, any ATM that reads the card will recognise it as blocked and may retain it automatically.
Reason 6 — Technical malfunction Sometimes ATMs retain cards due to internal mechanical or software faults — not because of anything the cardholder has done wrong. This is less common but does happen.
The Most Important Thing to Know Immediately
Before anything else, every Ratibi cardholder in this situation needs to understand one critical fact:
A card confiscated by an ATM will be destroyed by the receiving bank — it cannot be recovered.
This is FAB’s official policy and standard banking practice across the UAE. The receiving bank — whether it is FAB or another bank — will destroy the retained card after a set period. The original card will never be returned to the cardholder.
This might sound alarming, but here is the reassuring part — the balance on the card is completely safe. The money is linked to the card account, not the physical card. A replacement card will be issued and the full balance will be accessible again once the new card is activated.
Step-by-Step Guide — What to Do When the Ratibi Card Is Confiscated by an ATM
Step 1 — Stay Calm and Note the ATM Details
The moment the card is retained, stay calm. Do not try to reach into the card slot or force the card out — this will not work and may damage the ATM or the card further.
Immediately note down the following information:
- The name of the bank whose ATM retained the card — this is usually displayed prominently on the machine
- The exact location of the ATM — the building name, street, or area
- The time and date of the incident
- Any error message that appeared on the screen before or after the card was retained
This information will be needed when reporting the incident to the employer and FAB.
Step 2 — Contact the Employer Immediately
As with all Ratibi card emergencies, the employer is the first point of contact. Call or message the employer as soon as possible — even if it is outside of normal working hours — and explain:
- That the Ratibi card has been confiscated by an ATM
- The name of the bank and location of the ATM
- The time the incident occurred
- The reason the card was retained — if known
The employer will contact FAB to confirm the card has been blocked and to begin the replacement card request process. According to FAB’s policy, the employer must apply for a replacement card on the employee’s behalf — the employee cannot do this independently.
Step 3 — Call the FAB Ratibi Helpline
At the same time as contacting the employer — or immediately after — call the FAB Ratibi helpline to report the incident:
| Location | Number |
| Within the UAE | 600 52 2298 |
| Outside the UAE | +971 2 499 6279 |
Inform the agent:
- That the Ratibi card has been confiscated by an ATM
- The bank name and ATM location
- The full name and registered mobile number
- The 16-digit card number if it has been memorised or stored separately
The agent will confirm the card status in FAB’s system and advise on the next steps. Ask for a reference number for the incident report.
Step 4 — Contact the Bank That Owns the ATM (If Non-FAB)
If the ATM that confiscated the card belongs to a bank other than FAB — such as Emirates NBD, ADCB, or any other UAE bank — it is worth contacting that bank as well to report the incident.
While the card cannot be recovered, notifying the ATM owner bank:
- Creates an official record of the incident
- Helps the bank identify any technical issues with the machine
- May be useful if the incident needs to be referenced during the replacement process
The contact number for the ATM owner bank is usually displayed on the ATM itself or can be found on the bank’s website.
Step 5 — Check the Balance Through Another Method
Once the card is confirmed as confiscated and blocked, check the current balance through any of the remaining available methods:
- Magnati online portal — ppc.magnati.com/ppc-inquiry — using the card number if it has been noted down
- Recent SMS alerts — review the last few messages to confirm the most recent balance
- FAB mobile app — if the app is set up and accessible
This confirms that the balance is intact and provides a reference point for the replacement card process.
Step 6 — Request a Replacement Card Through the Employer
With the incident reported and the card confirmed as retained and blocked, the employer submits a replacement card request to FAB. The process is the same as for a lost or stolen card:
- The employer provides FAB with the employee’s details
- FAB processes the replacement card request
- The new card is issued and delivered to the employer
- The employer distributes the replacement card to the employee
Typical timeline:
| Step | Estimated Time |
| Employer submits replacement request | Same day as incident |
| FAB processes the request | 3 to 5 business days |
| New card delivered to employer | 1 to 2 business days after processing |
| Employee receives replacement card | Same day employer receives it |
The total replacement time is typically five to seven business days from the date the incident is reported.
Step 7 — Activate the Replacement Card
Once the replacement card arrives, it must be activated at a FAB ATM before it can be used. The full activation process is detailed in Article #6: How to Activate a New Ratibi Card — but in brief:
- Visit any FAB ATM with the new replacement card
- Insert the card and select “PIN Selection” from the menu
- Choose a new 4-digit PIN and confirm it
- The card is now active and the full balance is accessible
What Happens to the Balance During the Replacement Period
The balance on the confiscated card is completely safe throughout the entire replacement process. Here is what happens to the money:
- The balance is held in the card account — not in the physical card
- When the replacement card is issued, the full balance is transferred to the new card automatically
- No funds are deducted or lost during the replacement process
- Any salary credited during the replacement period will also be available on the new card once it is activated
The only financial exposure is if someone somehow used the card for contactless transactions before it was confiscated — but since the ATM retains the card physically, this risk is effectively zero from the moment of confiscation.
Managing Without the Card During the Replacement Period
Five to seven business days without access to the Ratibi card can be difficult — especially if the card is the only payment method available. Here are some practical ways to manage during this period:
Ask the employer for an emergency cash advance — most employers understand the situation and are willing to advance a portion of the salary in cash to cover essential expenses while the replacement card is being processed.
Request priority processing from FAB — if payday falls during the replacement period and the situation is genuinely urgent, the employer can ask FAB to prioritise the card replacement request.
Borrow from a trusted colleague — a short-term loan from a workmate can cover food, transport, and other essential costs for a few days.
Inform regular payment recipients — if any regular payments are due during the waiting period — such as remittances to family — inform the recipients of the delay so they are not left waiting without explanation.
How to Prevent the Ratibi Card From Being Confiscated Again
Once the replacement card is in hand, a few simple habits significantly reduce the risk of the same situation happening again:
Memorise the PIN thoroughly — the most common reason for ATM confiscation is too many incorrect PIN attempts. Knowing the PIN with complete confidence prevents this entirely. If there is ever any doubt about the PIN, change it proactively at a FAB ATM before attempting a transaction.
Collect the card immediately after every transaction — as soon as the ATM returns the card, take it out straight away. Do not wait or get distracted — the machine will retract the card if it is left in the slot for too long.
Check the card expiry date regularly — make a note of the card’s expiry date and contact the employer well in advance — at least one month before — to arrange a renewal so that the card never expires unexpectedly at an ATM.
Use FAB ATMs where possible — FAB ATMs are specifically configured for Ratibi card use and are less likely to flag the card for unusual activity compared to third-party ATMs.
Avoid using the card at unfamiliar or suspicious ATMs — ATMs in isolated locations, machines that look tampered with, or terminals that behave unusually should always be avoided.
Frequently Asked Questions
Q: Can the confiscated card be retrieved from the ATM? No. Once an ATM retains a card, it is processed by the bank that owns the machine and ultimately destroyed. The physical card cannot be retrieved under any circumstances.
Q: Is there a fee for replacing a card confiscated by an ATM? FAB may charge a replacement card fee as outlined in their standard fee schedule. The employer should confirm any applicable charges when submitting the replacement request.
Q: What if the ATM that confiscated the card belongs to a foreign bank outside the UAE? If the card is confiscated by an ATM outside the UAE, the process is the same — contact the employer and the FAB Ratibi helpline immediately. The foreign bank’s ATM will ultimately destroy the card, but the balance and replacement process are managed entirely by FAB regardless of which country the ATM is in.
Q: Can the card be used online or for purchases while waiting for the replacement? No. Once a card is confirmed as confiscated and blocked, it cannot be used for any transactions — including online purchases — until the replacement card is activated.
Q: What if the ATM confiscated the card but the transaction was not completed? The balance should not have been deducted for an incomplete transaction. However, it is worth checking the balance immediately after the incident to confirm. If any amount appears to have been deducted for a transaction that was not completed, report it to the FAB Ratibi helpline immediately.
Q: What if the employer is slow to submit the replacement request? If the employer is not acting quickly enough and access to the salary is urgently needed, calling the FAB Ratibi helpline directly at 600 52 2298 and explaining the situation is recommended. FAB may be able to provide alternative guidance or escalate the case.
Final Thoughts
Having a Ratibi card confiscated by an ATM is an unexpected and stressful experience — but it is one that can be resolved with the right steps taken in the right order. The card cannot be recovered, but the balance is always safe and a replacement card can be in hand within a week.
The three most important actions are: note the ATM details immediately, contact the employer without delay, and call the FAB Ratibi helpline to confirm the card is blocked. Everything else follows from these three steps.
For workers dealing with a card that has been blocked for reasons other than ATM confiscation — 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.
Coming up next — Ar Salary Not Credited to Ratibi Card — What to Do, where every possible reason for a missing salary credit is explained along with the exact steps to take to investigate and resolve the situation as quickly as possible.