Payit Customer Care Troubleshooting Guide
Payit, the UAE’s leading digital wallet powered by First Abu Dhabi Bank (FAB), has become a convenient financial tool for residents and businesses alike. Whether you’re paying bills, transferring funds, splitting payments, or shopping online, Payit simplifies transactions. But what happens when things don’t go as planned? Users sometimes face login failures, payment delays, app crashes, or wallet verification issues.
This troubleshooting guide focuses on helping you resolve common problems and gives you direct access to Payit Customer Care. We’ll walk you through step-by-step solutions, show you how to contact customer support, and provide clarity on FAQs that real users are asking online. With the right approach, you can fix most issues quickly and securely.
Common Payit App Issues and How to Fix Them
Login and Account Access Problems
If you’re unable to log in to your Payit account, don’t panic. This issue is often caused by incorrect credentials, outdated apps, or network problems. First, ensure that your mobile data or Wi-Fi is stable. Next, double-check your registered email and password. If you still can’t log in, use the “Forgot Password” option from the login screen.
Sometimes users are locked out after multiple failed attempts. In such cases, it’s best to wait 15 minutes before trying again. If the issue persists, contact Payit Customer Care via in-app support or email.
Verification and KYC Delays
To comply with UAE’s financial regulations, Payit requires KYC (Know Your Customer) verification. Some users experience delays in this step. If your account status shows “Pending Verification” for more than 48 hours, there may be a documentation issue.
Make sure you’ve uploaded a valid Emirates ID (front and back), and your selfie matches the ID. If everything seems fine on your end, reach out to customer support for status updates. Using the Payit app, go to “Help & Support” and raise a ticket.
Payment Failure or Pending Transactions
Transactions stuck in “Processing” status can be stressful, especially when they involve bill payments or fund transfers. Usually, Payit processes payments instantly, but technical issues or banking partner delays can cause a lag.
Check your bank’s transaction history to confirm if the funds have been deducted. If so, take a screenshot and attach it when contacting Payit support. You can also check if the app needs an update, as outdated versions may have bugs.
App Crashing or Not Opening
An app that freezes or shuts down unexpectedly is a common concern. First, update the app via the App Store or Google Play. If the issue continues, uninstall and reinstall the app. Also, clear your phone’s cache and free up memory space.
Still no luck? It might be due to device compatibility or a recent app update. In such cases, it’s recommended to report the bug via the in-app feedback section or contact Payit Customer Care directly.
Issues with International Transfers
Many users rely on Payit for international money transfers. If your transfer fails, confirm that the recipient’s details (bank name, IBAN, and name) are correct. International transactions may take 1–3 working days. For delays beyond that, reach out to support with your transfer reference number.
International transactions are also subject to AML (Anti-Money Laundering) checks, which can occasionally delay the process. Always ensure that you’re not violating any UAE financial transfer limits.
Refund Requests and Failed Top-ups
If you’ve added funds to your Payit wallet but the balance hasn’t updated, check your linked bank account to confirm the deduction. Take a screenshot and report the issue. Refunds may take 3–5 working days based on your bank.
For refunds on failed merchant transactions (like shopping or bill payments), Payit usually reverses the charge automatically. However, if you don’t see the refund within the expected time, raise a support ticket with full transaction details.
How to Contact Payit Customer Care
Getting in touch with Payit Customer Care is straightforward. The platform offers several ways to get help:
In-App Support Chat
This is the fastest way to resolve most issues. Open the app, tap on the menu icon, then choose “Help & Support.” Here, you can view FAQs, live chat with an agent, or raise a support ticket.
Email Support
If you prefer written communication, send a detailed email to [email protected]. Include your registered mobile number, issue description, and any screenshots that may help.
Social Media
Payit has an active presence on Facebook, Twitter (X), and Instagram. You can send a direct message for minor queries, although sensitive issues are best handled via email or the app.
Call First Abu Dhabi Bank (FAB)
Since Payit is powered by FAB, you can also contact FAB’s customer care line at 600 52 5500 and ask to be directed to Payit support.
Best Practices to Avoid Common Issues
Keep your app updated. Developers frequently push updates that include security patches and bug fixes. Enable automatic updates if possible.
Use a strong and unique password for your Payit account. Avoid using public Wi-Fi when accessing your wallet. Verify all payment details before sending. Small typos in recipient names or IBANs can lead to delays or errors. Avoid using jailbroken or rooted devices, as they may compromise app security and block certain features. Don’t share OTPs or passwords with anyone. Payit will never ask for this information via call or message.
Payit Account Security Tips
Use biometric authentication (fingerprint or Face ID) for added security.
Always log out of your account when using a shared device. Monitor your transaction history frequently and report any suspicious activity immediately. If your phone is lost or stolen, contact Payit Customer Care instantly to lock your account. Enable push notifications so you’re alerted about every transaction in real-time.
Let Payit Customer Care Help You
Digital wallets like Payit are designed to make life easier—but like all apps, occasional issues can arise. Whether you’re dealing with login errors, delayed payments, or refund concerns, Payit Customer Care offers responsive and professional help through in-app chat, email, and FAB’s call center. Knowing how to navigate these channels can save you time, money, and stress.
If you’re still stuck or have a unique problem not covered here, don’t hesitate to open the Payit app and contact support right away. Help is just a few taps away. Stay secure, stay informed—and let Payit handle the rest.
Real User FAQs
How do I reset my Payit password?
Go to the login screen and click on “Forgot Password.” Follow the steps sent to your registered email or phone.
Why is my Payit verification taking so long?
It usually takes 24–48 hours. If it’s been longer, there might be an issue with the submitted documents. Contact support.
Can I speak to someone at Payit directly?
Payit doesn’t offer direct calling support. However, you can call FAB’s customer line and request Payit-specific assistance.
Is Payit safe to use in the UAE?
Yes. It’s regulated by the UAE Central Bank and uses strong encryption protocols to protect your data and funds.
What do I do if a transaction fails but money is deducted?
Take a screenshot of the bank deduction and report it via the app or by emailing [email protected] with transaction details.
Does Payit support international money transfers?
Yes, it supports transfers to several countries. Ensure you input accurate recipient bank details to avoid delays.
How long do Payit refunds take?
Refunds typically take 3–5 business days, depending on the partner bank. If it exceeds this, contact Payit support.
