How to resolve a rejected payment in Social Security: Steps to appeal

As part of the Ministry of Human Resources and Social Development’s commitment in the Kingdom of Saudi Arabia to ensure that financial support reaches those entitled to it without obstacles, the developed social security platform clarified the official procedures and steps necessary to deal with cases of rejected or suspended financial payments, especially those resulting from problems verifying the bank account number (IBAN).

Steps to handle a rejected payment

The Social Security platform, through its official account for beneficiary care on the social networking site "X", revealed the correct mechanism that the beneficiary should follow if he encounters a problem in receiving the payment, and the steps are as follows:

• Resume Payment: You must log in to the online platform and select the "Resume Payment" icon to reactivate the process.
• Avoid deletion: The platform strongly warned against deleting the bank account or withdrawing the application, as this may lead to delays in procedures or cancellation of entitlement.
• IBAN verification: Make sure that the registered IBAN number is linked to the beneficiary's ID number, and that it is an active account and not frozen by the bank.

The ministry stressed that if the problem persists after implementing all the aforementioned steps, the beneficiary must file a "financial complaint" through the platform to have the case reviewed and addressed individually.

The importance and objectives of the social security program

The enhanced social security program is one of the most important pillars of the social protection network in the Kingdom, which was developed to comply with the applicable legislation and achieve the goals of social protection in line with the Kingdom’s Vision 2030. The system aims to provide cash support to the most needy groups in society, regardless of gender or social status, as long as they meet the established eligibility conditions and criteria.

Through these ongoing clarifications, the ministry seeks to enhance transparency and facilitate procedures for citizens, to ensure that the basic needs of beneficiaries are met and to enable them to achieve financial independence in the future.

Documents required to prove residence under social security

In a related context, and to ensure that eligibility data is completed correctly, the Social Security program clarified the official documents approved to prove residency, where one of the following documents must be submitted:

• Electronic lease agreement documented via the "Ejar" platform.
• A property deed in the name of the beneficiary.
• A certificate of residence issued by an accredited government agency (in cases of government or charitable housing).

This audit is intended to ensure that Zakat funds and government support are directed to the targeted groups with high accuracy, and to prevent any manipulation that may affect the chances of the most needy families to obtain support.