Get help for your credit card

Run into a problem with your card?

Card declined? Problem at the ATM? Learn how to fix it

Card declined? Problem at the ATM? Learn how to fix it

Has Your Card Been Declined or Does Not Working at the ATM?

If your card is not working, depending on what the problem is, you can either fix the problem right away or you will have to use another card or payment method until you have fixed it. It’s always a good idea to have a second credit or a debit card as a back-up. If you don't have one, you can apply for a new credit card or debit card  now and we'll send it across to you within a few working days.

If your card is declined or does not working, it may be due to one of the following reasons: 

  • Your card has expired - Check the expiry date. We will usually notify you when your card expires and send you a new card at least a week before the old one expires. If you have not received your new card, contact our 24-hour Call Centre on
    +971 600 599 995 and we’ll send you a new one right away.

  • Your card is not activated - You have received your new card and have not activated it. Here’s how you can
    activate your card in a few simple steps.

  • You have temporarily blocked your card - You may have temporarily blocked your card. Learn how to unblock your card.

  • Fraud on your card - If your card is compromised, the Bank will know before you do and will temporarily block your card and inform you by phone. While this is an inconvenience, it’s only a small one to protect you from fraud. Emirates Islamic’s top-notch Security Team works around the clock to ensure your safety. In this case, you need to call our 24-hour Call Centre
    on +971 600 599 995 to unblock your card. Or you can reply to the Security Team’s email sent to your registered email address and request to unblock the card.

  • Your card is damaged - The chip in your card may have been damaged, or the card itself could be a little worn from overuse, causing errors in the paying machine. Apply for a replacement card now through Mobile Banking App or call us on
    +971 600 599 995.

  • You don’t have enough credit - Always check the available balance on your card and in your account through Online or Mobile Banking. Learn how to manage your credit card limits.

  • Tip : Make a payment to your credit card or transfer money to the account linked to your debit card to use the card right away.
  • Online decline - Check that you entered the correct card details – Name, Expiry Date, CVV Code and Address.

  • You have made a non-Shariah compliant transaction, or the merchant is restricted - You may only use your card for Shariah-compliant transactions and with authorised merchants.

  • Issues with the 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.

  • Tip : If you want to withdraw more than AED 10,000, try to split the amount into two or more withdrawals.
  • You have entered the wrong PIN – If you’re not sure whether you have the correct PIN, here's how to reset it.

  • You have exceeded your daily limit or monthly limit on your debit card - Learn more about your debit card limits and how to manage your finances better.

  • Travelling abroad – While you don’t have to inform the Bank if you’re travelling outside the UAE, we recommend that you to keep your registered mobile number active even when travelling abroad so that you can receive SMS notifications for any transaction on your card. We'll contact you if we detect any unusual activity. If you have your mobile phone with you, you'll be able to confirm genuine transactions as soon as we contact you. You can also submit a Travel Request through Online Banking, Mobile Banking or by contacting our 24-hour Call Centre on +971 600 599 995 to avoid fraud and card blocking while traveling.


If your Card was declined and the amount was still deducted, the first thing you should do is to check whether you have received a payment or purchase confirmation from the vendor. If you haven’t, please raise a dispute for the transaction. Dispute a transaction.