Citizen Account 2025: Complete Guide to Registration, Eligibility, Rejection Codes & Appeals

Introduction: What is the Citizen Account Program?

Um Mohammed, a housewife from Riyadh, used to hear about Citizen Account from her neighbors but never really understood what it was. Her husband is an employee with an average salary, they have three children, and every month they struggle with rising electricity and gasoline bills. She asked her neighbor: "What is this Citizen Account?" Her neighbor replied: "It's government support deposited directly into your bank account monthly to help you cope with rising prices."

Um Mohammed decided to register, but she faced difficulties understanding the requirements. She searched extensively but couldn't find a single source explaining everything simply. This article was written specifically for Um Mohammed and every Saudi citizen who wants to understand Citizen Account from A to Z.

Citizen Account Program Definition

The Citizen Account program is a Saudi government initiative launched in 2017, aiming to provide direct cash support to low and middle-income Saudi families. The program helps citizens cope with financial impacts from economic reforms, such as rising gasoline, electricity, and water prices, and the implementation of VAT on goods and services.

Simply put: the government deposits money into your bank account every month to help you cover the price differences. The amount varies based on your income and family size.

Program Objectives

The Citizen Account program aims to achieve several main objectives. First: Reducing financial burdens on low and middle-income Saudi families. Second: Redirecting government support directly to beneficiaries instead of indirect subsidies on goods. Third: Achieving fairness in distributing support to those who truly deserve it. Fourth: Supporting Saudi Vision 2030 goals in building a sustainable economy.

First: The Difference Between Eligibility and Entitlement

Many citizens confuse the terms eligibility and entitlement, causing significant confusion. Let us explain the difference in a very simple way.

What is Eligibility?

Eligibility means you meet the basic requirements to register in the program. For example: You are a Saudi national, residing in the Kingdom, and your data is correct and matches government records. If you're eligible, your application is accepted in the program.

What is Entitlement?

Entitlement determines whether you'll receive support and how much. Even if you're eligible, you may not be entitled to support if your income is high. You might be entitled to full or partial support depending on your income and family size.

Illustrative Example

Ahmed is a Saudi government employee residing in Jeddah with correct data. Therefore, Ahmed is "eligible" for the program. However, his salary is 25,000 SAR monthly, exceeding the disqualifying threshold. So Ahmed is "not entitled" to support despite being eligible. On the other hand, Khaled is an employee earning 8,000 SAR with a wife and three children. Khaled is "eligible" and "entitled" to full support.

Second: Eligibility Requirements for Citizen Account Registration

To be eligible for Citizen Account registration, you must meet the following requirements:

Nationality Requirement

The primary applicant must be a Saudi national. However, there are exempted categories allowed to register despite not being Saudi: non-Saudi wife of a Saudi citizen, children of Saudi women married to non-Saudis, mobility card holders, and divorced or widowed non-Saudi women with Saudi children.

Residency Requirement

The applicant must be permanently residing in Saudi Arabia, and absence outside the Kingdom must not exceed 90 days during the 12 months preceding the application or eligibility review.

Non-Residence in Shelter Centers Requirement

The applicant must not be residing in government shelter centers or prisons.

Data Matching Requirement

The data disclosed by the applicant during registration must match the data registered with relevant government agencies, such as Civil Affairs and the Ministry of Human Resources.

Income Requirement

The total monthly family income must not exceed the support-disqualifying threshold. This threshold varies based on family size and composition.

Third: Entitlement Requirements and Support Amounts

After becoming eligible, your entitlement is determined based on your income and family size. There are three entitlement cases:

First Case: Full Entitlement

You receive full support if your total monthly income (you and your family) is below the exemption threshold. In this case, you receive the following amounts: The primary beneficiary (head of household) receives 720 SAR monthly. Each dependent aged 18 or above receives 360 SAR monthly. Each dependent under 18 receives 216 SAR monthly. Independent individuals receive a minimum of 400 SAR.

Second Case: Partial Entitlement

If your income exceeds the exemption threshold but hasn't reached the disqualifying limit, you receive partial support that decreases as income increases. For example: A family of 6 with 14,000 SAR income receives about 1,664 SAR, while if their income is 16,000 SAR, they receive only about 1,098 SAR.

Third Case: Not Entitled

If your income exceeds the disqualifying threshold, you won't receive any support despite being eligible. The disqualifying threshold for families of 7 or more is 20,000 SAR monthly.

How to Know Your Expected Support Amount?

The program provides an estimator calculator on its website. Enter your family size, ages, and total monthly income, and the expected support amount will appear.

Fourth: Citizen Account Registration Steps

Registration in Citizen Account is done entirely online through the official portal. Here are the detailed steps:

Step One: Access the Electronic Portal

Open your internet browser and visit the official Citizen Account website: portal.ca.gov.sa. You can also download the Citizen Account app on your smartphone from the app store.

Step Two: Create a New Account

Click "New Registration" or "Start Building My Account." Enter your national ID number, Hijri birth date, and mobile number. You'll receive a text message with a verification code; enter it to activate your account.

Step Three: Login via National Single Sign-On

After creating the account, you can log in via the National Single Sign-On (Nafath) using your Absher credentials. This ensures identity verification and links your account to all your government data.

Step Four: Enter Personal Data

After logging in, complete the required data: General information (name, gender, marital status, employment status). National address (make sure to update your address in Saudi Post first). Dependents' data (wife, children, anyone living with you and financially dependent). Income data (your salary, spouse's income, any other income sources). Bank account details (IBAN number).

Step Five: Upload Attachments and Documents

Depending on your situation, you may need to upload additional documents. For example: Electronic rental contract if you live independently. Legal power of attorney if you're a guardian for someone incapacitated. Independence proof for independent individuals.

Step Six: Submit the Application

After completing all data and uploading documents, review the information carefully. Agree to the declaration of data accuracy, then click "Submit Application." You'll receive a confirmation message, and your application will be reviewed with eligibility results communicated to you.

Fifth: Required Documents for Registration

Required documents vary based on the applicant's situation. Here's a list of the main documents:

For Everyone

Valid national ID number. Bank IBAN number in the primary beneficiary's name. Updated national address.

For Independent Individuals (Unmarried)

Electronic rental contract documented through the Ejar platform, or property deed for residence. Proof of independent living (not residing with family).

For Married Individuals

Usually no additional documents required as data is automatically retrieved from Civil Affairs.

For Incapacitated Persons

Legal guardianship deed or official power of attorney.

For Categories Exempted from Nationality Requirement

Proof of relationship to Saudi citizen (marriage contract, children's birth certificates).

Sixth: Rejection Codes, Their Meanings, and How to Solve Them

This section is very important! Many citizens are surprised by a "Not Eligible" message with a numerical code they don't understand. Here's a detailed explanation of each code and how to solve the problem:

Code 1001: Data Mismatch with Civil Affairs

Meaning: The information you entered in Citizen Account doesn't match information registered in Civil Affairs. Solution: Review your data in Civil Affairs (name, birth date, marital status). If there's an error in Civil Affairs, correct it first, then update your Citizen Account data.

Code 1006: Wife Not Added

Meaning: You're married according to Civil Affairs records, but you haven't added your wife as a dependent in Citizen Account. Solution: Log into your account, go to "Dependents Data" section, and add your wife with correct information.

Code 1008: Marital Status Mismatch

Meaning: The marital status registered in Citizen Account (single/married/divorced/widowed) doesn't match what's registered in Civil Affairs. Solution: Verify your marital status in Civil Affairs, then modify the data in Citizen Account to match.

Code 1010: Expired Documents

Meaning: One of the documents you uploaded (such as rental contract or ID) has expired or was rejected. Solution: Go to the attachments section, delete the expired document, and upload a new valid document.

Code 1012: Dependent Became Independent

Meaning: One of your registered dependents (like your child who exceeded 24 years) has become independent and must register separately. Solution: Remove this dependent from your dependents list. If they're entitled to support, they must register as an independent beneficiary with a separate account.

Code 1016: Missing Required Documents

Meaning: This is the most common code! It means you didn't submit required documents within the specified period when filing an appeal, or documents are incomplete. Solution: Log into your account, go to "Attachments" section, and review required documents. Upload all required documents completely and clearly.

Code 1501: Missing Independence Proof Documents

Meaning: You registered as an independent individual but didn't upload documents proving you live independently from your family. Solution: Upload an electronic rental contract in your name, or a property deed for residence in your name. Ensure the address in the contract matches your national address.

Golden Tip

If any rejection code appears, don't worry! Log into your account, go to "Eligibility Review" section, and you'll find the rejection reason written in detail. Follow the instructions to correct the problem, then file an appeal within 90 days from the eligibility result date.

Seventh: New Financial Capacity Criterion 2025

Starting January 2025, the program began implementing a new criterion called "Financial Capacity." This criterion evaluates your assets and possessions, not just your monthly income.

What is Financial Capacity?

Financial capacity is the total value of assessable assets and possessions owned by you and your dependents. If your assets exceed a certain limit, you may become ineligible for support.

What Assets Are Evaluated?

Five types of assets are queried from official sources: First: Real estate (any residences or land you own). Second: Vehicles (number of cars and their value). Third: Cash assets (money in banks). Fourth: Investment portfolios (stocks and investment funds). Fifth: Number of domestic workers (as an indicator of financial capacity).

What is the Financial Capacity Disqualifying Threshold?

The disqualifying threshold varies by family size. For independent individuals: If assets exceed 1,371,200 SAR, they become ineligible. For a family of 6: If assets exceed 4,000,000 SAR, they become ineligible. The smaller the family, the lower the threshold.

Does Financial Capacity Affect Support Amount?

The program clarified that asset evaluation determines eligibility only (eligible or not eligible), but doesn't affect the monthly support amount. Support amount is calculated based on monthly income and family size.

Field Visits for Independent Individuals

The program also began implementing field visits to verify housing independence for independent individuals. You'll be contacted to schedule the visit, so ensure your residence matches the registered address.

Eighth: How to File an Appeal Against Ineligibility

If your eligibility result is "Not Eligible" and you have proof of your entitlement to support, you can file an appeal within 90 days from the result date.

Appeal Filing Steps

First: Log into your account on the Citizen Account portal. Second: Go to "Eligibility Review" section. Third: Click "Entitlement History" to see the detailed rejection reason. Fourth: Correct wrong data or upload missing documents. Fifth: Click "File Appeal" or "Resubmit Application." Sixth: Fill in appeal details and explain your situation clearly. Seventh: Attach any supporting documents. Eighth: Click "Submit."

Tracking Appeal Status

You can track your appeal status through the electronic portal. You'll receive text messages and emails with status updates. Usually, responses come within days to weeks depending on the issue type.

Ninth: Support Payment Date and Inquiry Method

Monthly Payment Date

Citizen Account support is paid on the 10th of each Gregorian month. If the 10th falls on an official holiday (Friday or Saturday), payment is advanced or delayed to a nearby working day. The amount is deposited directly into your registered bank account (IBAN number).

Eligibility and Payment Inquiry

To check your status and payments, log into the Citizen Account portal. Go to "Eligibility Review" section to know your status (eligible/not eligible). Go to "Financial Payments" section to see previous and current payment details. Use the "Estimator Calculator" to know your expected support amount.

Tenth: Ways to Contact Citizen Account

If you face any problem or have an inquiry, you can contact the program through several channels:

Unified Number

Call 19912 from Sunday to Thursday, 8 AM to 8 PM. Use the mobile number registered in your account to speed up identity verification.

Your Voice is Heard Service

This is an electronic channel for submitting complaints and suggestions. Log into the Citizen Account portal, click "Your Voice is Heard," then "Create Request." Enter your data and explain your problem, then submit the request. You'll receive a response through direct contact.

Beneficiary Service Account on X Platform

You can send your inquiry through the official account @citizenaccount on X platform (formerly Twitter). The beneficiary service team responds to inquiries continuously.

Electronic Portal and App

Most services are available 24/7 through the electronic portal portal.ca.gov.sa or the Citizen Account app on smartphones.

Eleventh: Frequently Asked Questions

Is the Developed Social Security counted as income?

No, the program clarified that the Developed Social Security is not counted as income when reviewing eligibility.

Does owning property affect eligibility?

Yes, properties are evaluated under financial capacity criteria. However, asset evaluation determines eligibility only and doesn't affect support amount.

Does mortgage affect Citizen Account?

The mortgaged property is counted among assets, but the program queries its value from official sources and considers financial obligations on it.

What's the difference between dependent and independent?

A dependent is anyone living with you in the same residence and financially dependent on you (wife, children). An independent is someone living alone with their own income, who must register with a separate account.

When does a child become independent?

A child over 24 years old with income or independent housing must register as an independent beneficiary. If they continue living with the family without income, they can remain a dependent.

How long does eligibility review take?

Usually, eligibility results are announced in the last week of each Gregorian month, before the payment date on the 10th of the following month.

Can I get retroactive support?

Yes, in some cases retroactive amounts are paid if your application approval was delayed for reasons beyond your control.

What should I do if my income or family size changes?

You must update your data immediately upon any change (marriage, divorce, birth, salary change, residence move). Failure to update may lead to support suspension or recovery of improperly paid amounts.

Is income disclosure mandatory?

Yes, you must disclose all income sources including salary, real estate returns, business profits, and any other income. Providing misleading information exposes you to suspension and amount recovery.

Twelfth: Golden Tips for Getting Support

Keep Your Data Updated

Review your data periodically and ensure its accuracy. Any change in your life (marriage, divorce, birth, job change) must be reflected immediately in your account.

Keep Your Documents Ready

Ensure all your documents (rental contract, ID, property deeds) are valid. Expired documents are a major reason for rejection.

Use the Estimator Calculator

Before registration or upon any change, use the estimator calculator to know your expected support amount and entitlement status.

Follow Notifications and Messages

The program sends important notifications via text messages and email. Ensure your contact information is correct.

Don't Delay Filing an Appeal

If your result is "Not Eligible," you have only 90 days to file an appeal. After this period, you'll need to resubmit your application from scratch.

Conclusion

The Citizen Account program is a right for every deserving Saudi citizen. Understanding the requirements and rejection codes helps you get the support you deserve. Remember that the program aims to help you and your family, and registration is easy and available online 24/7.

If you face any difficulty, don't hesitate to contact the program via 19912 or the Your Voice is Heard service. The support team is there to help you every step of the way.

We hope this guide has answered all your questions. Share this article with your friends and family so everyone can benefit from this valuable information.