How can we help?

Download the app on the new phone and sign in with your registered mobile number. We'll send a one-time code to that number and ask you to confirm one recent transaction from memory — the merchant, roughly the amount. Once you're in, the app on the old phone is signed out automatically.

If your number has changed as well, that's a different job: call us on 920 00 4444 before you get rid of the old SIM, because the code has to reach you somewhere.

Profile → Personal details. Email and address update immediately. Changing your mobile number needs a code sent to the old number and a code sent to the new one, so keep both SIMs to hand for a couple of minutes.

Your national address is pulled from your Absher record when you open the account. If it looks wrong here, correct it there first and it will refresh on your next sign-in.

Your IBAN sits at the top of the account screen — tap it once to copy, twice to share it as an image with your name and account details on it, which is usually what HR or a landlord is asking for.

Statements live under Account → Statements. Monthly PDFs are generated on the first of each month, stamped, and go back to the day you opened the account. You can also export a date range as a CSV file if you keep your own books.

Yusr is an app-first bank. The app is where you open the account, move money, manage your card and talk to us. The website handles a smaller set of servicing tasks — statements, your details, and downloading documents you might need for a visa or a loan somewhere else.

We'd rather do one channel properly than two channels half well, and keeping payments in a single signed-in app makes it much harder for anyone to impersonate you.

Yes. Under Profile → Notifications you can switch off product news, offers and the monthly spending summary independently.

What you can't switch off are service messages: transaction alerts, security prompts when we see a new device, payment failures, and anything to do with a suspected fraudulent transaction. Those aren't marketing and they're the reason people catch a problem in minutes rather than at the end of the month.

Nine times out of ten it's network delay. Wait sixty seconds, then use Resend code rather than requesting a new sign-in, and check that the app has permission to receive notifications.

If nothing lands after two attempts, call 920 00 4444 from the number registered on the account. We can verify you on the call and reset access without you needing the code.

Not yet. Every Yusr Current account belongs to one person, aged 18 or over, holding a valid Saudi ID or Iqama. Joint accounts are on the roadmap and we'll say so in the app when they arrive rather than quietly launching them.

If you're saving towards something with someone else, a shared Yusr Goal is the closest thing we have today.

Yusr to Yusr is instant, any hour, any day. To another Saudi bank it goes over SARIE and normally arrives within seconds; the receiving bank sets the final pace, and a handful still batch incoming payments overnight.

Every transfer shows a status in the app — sent, received, or returned — so you're never guessing whether it left.

New accounts start at SAR 20,000 per transfer and SAR 50,000 a day. After ninety days of normal activity that rises automatically to SAR 100,000 a day.

You can request a higher limit in the app under Payments → Limits. Larger amounts usually need a short explanation of what the payment is for — a property deposit, a car, tuition — which is a regulatory requirement for a bank of our size, not us being nosy.

Tell us immediately through chat or on 920 00 4444. If the money is still with us we can often stop it before it settles. Once it has reached another bank we have to ask that bank to approach the recipient, and they can only return it with the recipient's agreement.

We'll open a case, chase it for you and tell you honestly where it stands rather than leaving you to wonder. The best protection is the confirmation screen: check the name that comes back before you tap send.

Yes — Payments → Scheduled. Pick a beneficiary, an amount, a start date and how often it repeats. Rent, school fees and family support are what most people use it for.

If the balance is short on the day, we retry the following morning and tell you rather than failing silently. You can pause or cancel any scheduled payment up to the moment it runs.

Open the transaction and tap Get help with this. That attaches the payment reference to your chat automatically, so the agent picking it up can see exactly which transfer you mean without you copying anything across.

We'll trace it with the receiving bank. Most cases resolve inside one working day, and if the money can't be delivered it comes back to your account with the original date preserved.

No. Yusr Send between customers is free and unlimited. SARIE transfers to other Saudi banks are free as well — there's no per-transfer charge and no monthly bundle to buy.

We don't currently offer international outbound transfers. If you need to send money abroad, you'll need a bank that does.

Freeze your card first, then open the transaction and tap I don't recognise this. That raises a dispute straight away and tells us to look at everything else on the account from the same period.

Some entries look unfamiliar for innocent reasons — merchants often bill under a parent company's name. The app shows the merchant's location and the exact time, which usually settles it in a few seconds.

We acknowledge every dispute the same day. Card disputes follow the scheme timetable, which gives the merchant a window to respond, so a straightforward case takes around ten working days and a contested one can run longer.

You'll get an update at every stage rather than silence. Where the case is clear cut we credit the amount back provisionally while it's investigated.

Yusr checks payments as they happen against how your account normally behaves — the device, the location, the merchant, the amount, the time of day. A payment that sits well outside that pattern is held for a moment rather than let through.

You'll be asked to confirm it in the app. Confirm it and the payment goes ahead; tell us it wasn't you and we lock the card down and start a case. Occasionally a held payment needs a short look from our risk team before it clears, and we'll say so.

Assume it wasn't. Yusr will never ask you for your PIN, your full card number, a one-time code, or your app password. We will never ask you to move money to a “safe account” — no such thing exists at any bank.

Hang up and call 920 00 4444 yourself, or open a chat in the app. If we really were trying to reach you, the request will still be there when you come to us.

Freeze your card in the app, then call 920 00 4444 immediately and say it's fraud. Speed matters more than anything else here — money that is still in transit can sometimes be stopped, money that has settled rarely can.

We'll secure the account, reissue your card, review recent activity with you and open a case. You should also report it through the Anti-Fraud Reporting channels and keep any messages or numbers involved.

Turn on biometric sign-in, keep the app updated, and switch off the card controls you don't use — online, overseas, ATM. Set a daily spending cap you'd actually notice being exceeded.

Then read your notifications. The single most effective security control any bank has is a customer who spots an alert for a payment they didn't make and calls within the hour.