Home/Contact us
Contact
Talk to us, whenever
it suits you.
Chat, phone, email or post. Someone is on the other end of the first two at every hour of every day, including Fridays and public holidays.
If your card is lost or stolen, freeze it in the app first — it takes one tap and it works instantly. Then call us and we'll get a replacement moving.
Fastest route
Chat inside the app
Open Yusr, tap the question mark in the top right, and you're in a conversation. Because you're already signed in, we can see the account you're asking about and skip the security questions.
24/7
Chat and phone, every day of the year
920 00 4444
One number, inside or outside the Kingdom
2 days
To acknowledge a formal complaint
10 days
Our target to resolve one
Ways to reach us
Four doors, all of them open
Start with chat if you can. It is the quickest and it keeps the whole conversation in one place.
In-app chat
The question mark, top right of any screen in the Yusr app. Your history stays in the thread, so you never have to explain twice.
Open now
Phone
920 00 4444 from inside the Kingdom, or +966 92 000 4444 from abroad. Calls may be recorded for training and quality purposes.
24 hours
hello@yusr.com.sa reaches our customer care team. Include your registered mobile number so we can find you, and never send your PIN or passcode.
Replies within 1 business day
Post
Yusr Bank
King Fahd Road, Al Olaya
P.O. Box 68142
Riyadh 12214,
Kingdom of Saudi Arabia
Registered office
Not sure who to ask
Where to send what
Most things are quickest in the app. A handful are better handled another way — here's the short list.
If money has moved and you didn't move it
Don't email. Freeze the card in the app and call 920 00 4444 straight away. Our team can act on a live case in minutes, and every minute counts.
- Lost or stolen card — freeze it in the app, then call 920 00 4444 and we'll issue a replacement.
- A payment you don't recognise — tap the transaction in the app and choose "I don't recognise this". It opens a case with our risk team immediately.
- Questions about your personal data — email hello@yusr.com.sa and we'll respond within 30 business days.
- A Yusr Later payment or plan — start in the app under Later. If it concerns the finance agreement itself, we'll pass you to Taysir Finance Company.
- Closing your account — chat to us in the app. We'll confirm the balance, move it where you want it, and close it properly.
- Media enquiries — email hello@yusr.com.sa with "Media" in the subject line and our communications team will pick it up.
- A formal complaint — use the form below, or read how complaints work before you start.
Send us a message
Write to us here
Tell us what's going on in your own words. The more specific you are — dates, amounts, the name on a transaction — the fewer times we'll have to come back to you.
You'll get a reference number. Quote it if you call us and we'll pick the thread up where it stopped.
We reply within one business day for everyday questions. Complex cases take longer, and we'll tell you if yours is one of them.
Never send us a passcode. No one at Yusr will ever ask for your app passcode, card PIN or a one-time code — not by email, not on the phone.
Complaints
If we get it wrong, tell us
A complaint isn't a nuisance, it's information. We'd far rather hear it than find out later from a survey. Here is exactly what happens once you raise one, and what to do if our answer doesn't satisfy you.
| Stage | What happens | When |
|---|---|---|
| 1. Raise it | Tell us in the app, on 920 00 4444, by email to hello@yusr.com.sa, or with the form above. Choose "A complaint" so it lands in the right queue. | Any time, day or night |
| 2. We acknowledge | You get a written acknowledgement with a complaint reference number and the name of the case handler looking after it. | Within 2 business days |
| 3. We investigate | We pull the account history, the call or chat records and anything else relevant. If we need more from you, we'll ask once and clearly. | Ongoing |
| 4. We answer | A final written response explaining what we found, what we're doing about it, and any redress. If we need longer, we'll tell you why and give you a new date. | Target: 10 business days |
| 5. Escalate | Not satisfied with our final response? You can take it to the Saudi Central Bank. | After our response, or if we miss our deadline |
Taking it to SAMA
Yusr is licensed and supervised by the Saudi Central Bank (SAMA), and SAMA runs its own consumer protection route for customers of the banks it supervises. If our final response doesn't settle the matter — or if we've gone past the deadline we gave you — you can put your case to SAMA through Sama Cares, on the Sama Cares app or at sama.gov.sa.
Have your Yusr complaint reference to hand. It lets SAMA match your case to ours without starting from the beginning.
What we do with what you tell us
Every complaint is categorised and reviewed monthly by our leadership team. Where the same issue shows up more than once, it goes on the product roadmap rather than into a report nobody reads.
Two of the changes we shipped in the first half of 2026 — clearer merchant names on card transactions, and a warning before a Goals withdrawal empties a goal — came straight out of this queue.
Quick answers
Things people ask before they get in touch
If one of these covers it, you've just saved yourself a phone call. If not, the help centre goes deeper.
Only if we've already registered them as an authorised contact on your account, which you can arrange in the app under Settings. Otherwise we can't discuss the account with anyone but you, however well they know you.
Of course. Email hello@yusr.com.sa or call 920 00 4444 and choose the option for new applications. If you started an application and stopped partway, mention the mobile number you used and we'll find it.
No. Yusr is a digital bank, so everything happens in the app or over the phone. Our office on King Fahd Road is a head office, not a branch — please don't travel there expecting a counter.
Assume not, and check. We will never ask for your passcode, PIN or a one-time code, and we will never ask you to move money to a "safe account". Hang up, open the app, and message us in chat — that channel is always genuinely us. More on how we protect you.
Still faster in the app
Chat is open right now, and it already knows which account you're asking about.