What happens if a cardholder hasn't received their RIW card?

Cardholders can contact their Primary Employer to follow up the status of the physical RIW card.

The cardholder's Primary Employer can view the card status and delivery address by viewing the cardholder's RIW profile via the Cards tab. If the card was sent to an incorrect address, the card may be returned to the RIW Service Desk. 

If the card is returned, the RIW Service Desk will endeavour to contact the cardholder in the first instance via email or phone. If no response is received, then the RIW Service Desk may contact the Employer. In the event a new address is obtained, the RIW card will be resent to the updated address.

In the meantime, the cardholder can use their virtual RIW card to access site.

RIW Knowledge Centre Article Link:


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