payit by FAB — 24-hour customer service: expert guide
payit is the digital wallet and payments platform operated by First Abu Dhabi Bank (FAB). For users and merchants in the UAE and GCC, 24-hour customer service is a critical part of the product: it covers account access, transaction queries, fraud mitigation, merchant onboarding and technical troubleshooting. This guide explains how the 24/7 support is structured, what channels you should use for which problems, exact practical actions to take, and how to escalate effectively if an issue is not resolved on first contact.
The information below focuses on operational detail and practical workflow rather than marketing text. Always verify current phone numbers, branch addresses and fee schedules inside the payit app (Help → Contact Us), or at the official web portals: https://www.payit.ae and https://www.bankfab.com. Those sources publish the most up-to-date 24/7 contact channels, regional helplines and regulatory complaint paths.
Primary 24/7 contact channels and when to use each
payit provides multiple 24/7 entry points: in-app live chat, an around-the-clock contact centre (phone), secure e-mail/ticketing and social channels monitored by the support team. For immediate account locks (lost device, suspected fraud, card compromise) the fastest route is either the in-app “Lock account” function or the phone line marked for urgent security in the app. For non-urgent matters (billing clarifications, KYC updates, merchant onboarding queries) the ticketing system or scheduled callbacks are appropriate.
Key practical rule: for any transaction dispute or suspected fraud, collect and present the transaction reference, timestamp, merchant name, amount and last 4 digits of the funding card when you first contact support — that reduces initial diagnosis time and speeds resolution. In most cases a phone call will yield an immediate action (account lock or escalation), while refunds or chargeback investigations typically follow a 24–72 hour investigation window and may take up to 30 days for full reversal depending on the payment rails involved.
How to reach 24/7 support — step-by-step workflow
Follow this concise workflow to resolve most issues efficiently. Start in the app (Help → Contact Us) to open a secure ticket or use live chat. If your issue is time-sensitive (unauthorised transaction, lost phone), call the emergency contact number listed inside the app immediately; if you cannot access the app, use the FAB contact pages at bankfab.com/contact or payit.ae/support which list 24/7 phone options and regional helplines.
Once connected, provide the case-critical details (transaction ID, exact amount, merchant, timestamp). Ask the agent for a case/reference ID and an estimated SLA. If the agent cannot close the issue immediately, request escalation to “fraud investigations” or “payments operations” and note expected follow-up times and names of escalation contacts where available.
- Immediate action items for urgent cases: lock wallet, block linked card, take screenshots of the transaction, note exact time (including timezone), get a case ID from support.
- Follow-up actions: monitor email/SMS for updates, respond promptly to document requests (ID, proof of purchase, bank statement excerpts). Typical resolution timeframes: immediate for blocks, 48–72 hours for initial investigations, up to 30 days for final resolution on complex chargebacks.
Security, fees, and typical resolution timelines
payit implements 24/7 fraud monitoring; security responses are automated for high-risk patterns (suspicious location, velocity checks, device changes) and manual review for disputed transactions. If you report fraud, expect the agent to request a signed affidavit or a scanned ID in certain cases — having these ready shortens resolution time. The system’s risk controls are tuned to reduce false positives while enabling a rapid freeze and investigation when an actual breach is suspected.
Regarding fees and limits: the payit app itself is free to download and register in the UAE. Wallet limits, top-up and transfer caps depend on KYC tiering — basic KYC usually allows lower daily and monthly limits, full KYC increases those limits and may enable higher-value transfers. Specific fees (for example, cross-border transfers, merchant fees or cash-out charges) are published in the app under “Fees & Charges” and on the payit website; consult those pages or your merchant agreement for exact pricing before executing high-value transactions.
Documentation and evidence to prepare before contacting support
When you contact 24/7 customer service, having the right documentation materially speeds resolution. Typical items that customer-service and investigations teams will request include transaction screenshots, merchant invoice or receipt, the exact timestamp (including timezone), device model and operating system (iOS/Android and app version), and a copy of the payment instrument’s last four digits. If you are a merchant, include merchant ID, terminal ID and settlement batch numbers.
Below is a practical checklist to capture the critical fields that the support team will use immediately — gather these before calling or uploading to the ticketing system to shorten hold and handling time.
- Transaction reference or authorisation code (if visible), transaction amount and currency, date and time (ISO format recommended: YYYY-MM-DD HH:MM TZ).
- Merchant name, location, and merchant receipt/screenshots; for online purchases include the order number and email confirmation.
- Device info: phone model, OS version, app version (found in Settings → About), and any error code displayed. Also include last 4 digits of funding card and whether the card was removed/replaced recently.
Escalation, regulatory options and official resources
If the initial 24/7 channel does not resolve your issue, ask for formal escalation to FAB’s complaints team or payments operations and request a complaint reference number. FAB and payit maintain escalation protocols — timelines, a named escalation contact and a closure SLA — that should be communicated when a complaint is accepted. If you remain unsatisfied after FAB’s internal escalation, you can use the UAE consumer protection/regulatory channels; details and forms are available on the UAE Central Bank website and the consumer complaints pages of the UAE government portal.
For the most reliable, up-to-date contact details and regional helplines (including the 24-hour numbers), always check the official web pages: https://www.payit.ae/support and https://www.bankfab.com/contact. These pages also list branch locations, postal addresses and the latest fee schedules that affect dispute outcomes. Following the precise documentation and escalation steps above will maximize the chance of a fast, favorable resolution when you need 24-hour payit support.
