If your OGold Prepaid Card is lost, damaged, expired, or you need an updated version, you can request a replacement card directly through the app.
This feature ensures that you can continue using your OGold account securely and conveniently.
This article contains the following sections:
- Accessing Card Replacement
- Reasons for Replacement
- Choosing Your Replacement Type
- Adding or Updating Delivery Address
- Authentication & Verification
- Replacement Fee & Confirmation
- Card Delivery Tracking
- Activating Your New Card
- Card Termination
Accessing Card Replacement
To begin the replacement process:
Open the OGold App.
Navigate to Card → Settings → Card Replacement.
Tap Replace Card to initiate the request.
A message will appear confirming that replacing your card will deactivate your current one, and this action cannot be undone.
Reasons for Replacement
When prompted, select a reason for requesting a new card:
Card is lost
Card is damaged
Card is expired or about to expire
Cardholder wants a new card with updated information
Choosing Your Replacement Type
After selecting the reason, choose the Replacement Type:
Digital only – if you only want a virtual card for online use.
Physical only – if you prefer a physical card.
Both digital and physical – if you want access to both formats.
Note: A fee of AED 50 will be charged to proceed with the replacement.
A secure payment transaction will automatically initiate through your linked gold/silver balance or funding source.
If payment fails, you’ll see an alert:
“Payment Failed — Your balance is too low. Please buy gold or metal to proceed.”
Adding or Updating Delivery Address
If you’ve selected a physical card, you’ll need to provide or confirm a delivery address.
Tap Update under Delivery Address.
Choose an existing address or tap Add New Delivery Address.
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Fill in details such as:
Full name
Phone number
Country (e.g., United Arab Emirates)
City, area/street
Building/Villa number, Apartment/Unit number (optional)
PO Box (optional)
Tap Save to store your new address.
The app will use this address for card shipment and delivery.
Authentication & Verification
Before submitting your replacement request, the app will ask you to verify your identity.
You can authenticate using one of the following methods:
Biometric verification (Face ID or fingerprint)
PIN/OTP verification via SMS or WhatsApp
Once verified, check the confirmation box:
“I confirm that all the information I provided is correct.”
Then tap Submit Request.
Replacement Fee & Confirmation
When you proceed:
A secure payment of AED 50 will be processed.
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Once successful, you’ll receive a confirmation screen:
Request Submitted
“Your previous card is no longer active. You’re all set to use your new card now.”
If the payment fails, you’ll see a Payment Failed message.
In that case, top up your gold/silver balance and try again.
Card Delivery Tracking
Once your card is ordered, you can track its progress in the Card Tracker section.
Stages include:
Ordered – Your card request is received.
Shipped – Your card is prepared for shipment.
Out for Delivery – Your card is on its way.
Delivered – Your card has been successfully delivered.
Each stage will include a timestamp for transparency.
Activating Your New Card
Once your physical card is delivered, you must activate it before use.
Open the app and tap Verify & Activate Card.
A 4-digit OTP will be sent to your registered phone number.
Enter the OTP to verify ownership.
If the OTP expires, tap Resend Code or choose Get it via WhatsApp.
When successful, you’ll see:
Your physical card is activated!
Your card is now ready for transactions and withdrawals.
Card Termination (For Reference)
If your card was permanently cancelled or terminated, it will appear greyed out in the app with 0.00 AED balance.
This means the card is no longer active or usable. You’ll need to request a new one via Card Replacement to resume use.
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