Roads & Transport Authority - Service Details

• RTA Website

• nol Pay (Apple Store, Android, Huawei)

Through the website

Faulty/damaged or lost/stolen

1. The customer logs in to RTA website using his UAE Pass or through his RTA account.
2. The customer authorises RTA website to access his full information through the UAE Pass.
3. The customer goes to Apply for Renewing or Replacing Personal nol Card page on the website.
4. The customer selects the nol tag ID or enters his nol tag.
5. The customer selects the card category and uploads the valid required documents.
6. The customer selects the reason for replacement as Lost/Damaged Card and enters the PIN code.
7. The customer reviews the personal details and uploads a personal photo. He can enter an alternative mobile number.
8. The customer enters the delivery details, submits the application, and receives the reference number through SMS and email.
9. The customer receives an SMS and email with a link to pay on RTA website and a notification once the personal nol card application is verified.
10. The card is blocked within 48 hours of the replacement/renewal application submission.
11. The customer receives an SMS and email confirming the approval, as well as a payment link within 2 working days.
12. The customer settles the application fees.
13. The new card is issued and the refund approved within 4 working days from successful payment.
14. The customer receives the refund SMS confirmation upon approval and the balance is transferred to the new card for activation through parking machines, solar top-up machines, or nol pay, or by checking in or out at the metro gates.

In case of an expired regular and personal nol card with concession

1. The customer logs in to RTA website using his UAE Pass or through his RTA account.
2. The customer authorises RTA website to access his full information through the UAE Pass.
3. The customer goes to Apply for Renewing or Replacing Personal nol Card page on the website.
4. The customer selects the nol tag ID or enters his nol tag.
5. The customer selects the card category and uploads the valid required documents.
6. The customer selects the reason for replacement as Card Renewal and enters the PIN code.
7. The customer reviews the personal details from the UAE Pass and uploads a personal photo. He can enter an alternative mobile number.
8. The customer enters the delivery details, submits the application, and receives the reference number through SMS and email.
9. The customer receives an SMS and email confirming the approval, as well as a payment link within 2 working days.
   
10. The customer settles the application fees.
11. The new card is issued and the refund approved within 4 working days from successful payment.
12. The customer receives the refund SMS confirmation upon approval and the balance is transferred to the new card for activation through parking machines, solar top-up machines, or nol pay, or by checking in or out at the metro gates.

Through nol Pay App

In case of ISIC personal card renewal

1. The customer logs in to his account using his UAE Pass.
2. The customer selects the card and accesses the card details page.
3. The customer selects Renewal Card.
4. The customer authorises nol Pay to access his full information (name, phone number, email address, and date of birth) through his UAE Pass.
5. The customer uploads his personal photo.
6. The customer updates his delivery address.
7. The customer uploads the school/academy letter.
8. The customer selects Academy institution.
9. The customer enters the PIN.
10. The customer submits the application.
11. The customer receives the application reference number through SMS and email.
12. The customer receives updates through SMS on his application and card status throughout the process.
13. Once the application is approved, the customer goes to the application, clicks the order details.
14. The customer pays the fees by credit card, debit card, or nol card.
15. If the customer selects the physical card, he receives it within 4 working days of successful payment. If the customer selects the digital card, he can download it within 4 working days of the application submission.

In case of regular personal card renewal

1. The customer logs in to his account using his UAE Pass.
2. The customer selects the card and accesses the card details page.
3. The customer selects Renewal Card.
4. The customer authorises nol Pay to access his full information (name, phone number, email address, and date of birth) through his UAE Pass.
5. The customer uploads his personal photo.
6. The customer updates his delivery address.
7. The customer submits the application.
8. The customer receives the application reference number through SMS and email.
9. The customer receives updates through SMS on his application and card status throughout the process.
10. Once the application is approved, the customer goes to the application and clicks the order details.
11. The customer pays the fees by credit card, debit card, or nol card.
12. If the customer selects the physical card, he receives it within 4 working days of successful payment. If the customer selects the digital card, he can download it within 4 working days of the application submission.

• Instantly.

• Card validity: 5 years.
• The concession for a replaced card is valid for the remaining duration of the original card.
• The concession for a renewed card is valid for 1 year from the renewal date.

New replaced or renewed Personal nol card.

Eligibility and age requirements:

• This service is only available for personal nol cards, including Regular (non-concession), Students, Seniors, and People of Determination.
• The customer must use his own UAE Pass to apply for this service and not that of his parent or guardian.
• Students must be between 5 and 23 years old at the time of application, and enrolled in a school, college, or university within the UAE.
• Senior Emiratis and senior residents must be 60 years or older.
  
• The concession for the Students, Senior Emiratis and Residents, and People of Determination must be renewed annually, provided customer remains eligible and wishes to continue benefiting from the concession.
• Regular personal nol cards can be renewed every 5 years.
• Children under the age of 5 don't need a nol card and can use Dubai Metro, Tram, and Bus for free.

Card features and usage:

• The printed name on the personal nol card matches the customer’s first and last name as shown on the Emirates ID.
• The renewed or replacement card retains all features and benefits of the original personal nol card, including any remaining balance and the concession validity period (if applicable).
• The concession period is valid for 1 year only and must be renewed once expired to keep benefiting from it. Otherwise, the card can still be used for transport and non-transport services and charged according to the standard travel fees.
• In case of replacement, the concession will be valid for the remainder of the concession date of the original card. The duration of the concession isn’t automatically renewed or extended.

Application requirements:

• The personal photo submitted must be in png or jpeg format and mustn’t exceed 5KB.
• The documents submitted must be in pdf format and mustn’t exceed 2MB.
• The application is verified within 2 working days of submission.
• The application is rejected if the eligibility conditions aren’t met, if invalid or incorrect documents are submitted, or if payment isn’t made within 30 working days of the approval date.
• The customer has 30 days from the date of approval to pay the fees.
• The customer can pay through nol Pay app or RTA website by visiting Track your Personal nol card page via this link.
• The customer can check the status of his Personal nol card application through this link.

Balance refund and activation:

• If a registered (silver or gold) nol card is lost, the customer can apply for a refund through the RTA website to block the card and request the remaining balance.
• nol card is blocked within 48 hours from reporting it as stolen/lost, and from applying for replacement.
• RTA isn't responsible for any financial loss incurred during this period due to any type of card usage.
• If the customer wishes to cancel the card and has an active Travel Pass on it, he must apply for a refund through the RTA Website.
• The customer receives his remaining balance amount on his new replaced or renewed personal nol card within 4 working days from the successful payment.
• The customer must insert/tap the card in any of the below online devices after 45 minutes to 4 hours of receiving the refund approval SMS, for the refund amount to be reflected on the alternative nol card:
  • nol Pay App: 45 minutes
  • Metro Gates: 45 minutes to 4 hours
  • Solar Machines: 45 minutes to 4 hours
  • Parking Machines: 45 minutes to 4 hours.
• If the customer doesn’t wish to wait for the delivery of the replacement personal nol card, he can request a retention card (anonymous silver card) from any Metro station for free. A fee of 19 AED will apply for the default balance at the time of issuance.
• Blocked cards can’t be reactivated.
• The customer may request a balance refund through online channels using the PIN code.

Card delivery:

• Card delivery is free of charge.
• The card will be delivered within 4 working days from the date of successful payment, or from the approval date for People of Determination (POD) cards.
• The delivery company will contact the customer using the registered mobile number to confirm the delivery time and location. The customer is encouraged to respond promptly to the delivery company representative to avoid any delivery delays.
• Returned or uncollected cards will be blocked without refund if not claimed within 30 working days.
• The customer can track his card delivery via the link sent by the delivery company after confirming delivery details.

Card usage:

• If the personal nol card becomes faulty during a trip, the customer may complete the journey without incurring any additional fare.
• If the card becomes faulty after 30 days from the date of issuance or purchase, the customer must bear the replacement fee.
• If the card is found to be faulty within 30 days of purchase or issuance, the customer must return the card to Metro station staff and provide the required personal details. A temporary retention card may be issued (optional), and the customer is required to apply for a replacement via the RTA Website or nol Pay App.
• If the concession validity has expired and the customer hasn’t renewed it, the card will remain active and usable; however, standard fare charges will apply until the concession is renewed.

Unaccompanied minor policy:

• Below 8 years old: not recommended to use public transport (metro, tram, buses, and marine transportation) unless accompanied by adults.
• Between 8 and 11 years old: the permit must be issued by one of the parents to allow the child to travel alone (with the exception of intercity buses).
• 12 years old and above: allowed to use public transport without being accompanied by an adult.