Roads & Transport Authority - Service Details

• RTA Website

• nol Pay (Apple Store, Android, Huawei)

Damaged or lost/stolen

1. The customer applies for the service on RTA Website.
2. The customer enters his nol tag ID and mobile number.
3. The customer selects the reason for replacement as Lost/Damaged card and enters the PIN code.
4. The customer enters his personal information and uploads the valid required documents (e.g., Home address, phone number, valid Emirates ID, school letter)
5. The customer reviews the refund details and agrees to the terms and conditions.
6. The customer confirms the request and pays the replacement fee.
7. The card blocking request is created on the card after confirmation.
8. The customer provides the payment details and submits the application.
9. The new card is issued and the refund approved within 4 working days from the date of submitting the application.
10. The customer receives the refund SMS confirmation upon approval.
11. The refund balance is transferred to the new card for activation.
12. To activate the refunded amount, the customer inserts the card or taps it on any online device (parking machines, solar top up machines or nol pay or check in and out in metro gates).

In case of a Faulty nol Card

1. The customer applies for the service on RTA Website.
2. The customer enters his nol tag ID and mobile number.
3. The customer selects the reason for replacement as Lost/Damaged card and enters the PIN code.
4. The customer enters his personal information and uploads the valid required documents (e.g., Home address, phone number, valid Emirates ID, school letter)
5. The customer reviews the refund details and agrees to the terms and conditions.
6. The customer confirms the request and pays the replacement fees.
7. The card blocking request is created on the card after confirmation.
8. The customer provides the payment details and submits the application.
9. The new card is issued and the refund approved within 4 days from the date of submitting the application.
10. The customer receives the refund SMS confirmation upon approval.
11. The refund balance is transferred to the new card for activation.
12. To activate the refunded amount, the customer inserts the card or taps it on any online device (parking machines, solar top up machines or nol pay or check in and out in metro gates).

In Case of an Expired Regular and Personal nol Card with Concession

1. The customer receives an sms expiry notification a month before the personal nol card expires.
2. The customer applies for the service on RTA Website.
3. The customer enters his nol tag ID and mobile number.
4. The customer selects the reason for replacement as Card Renewal and enters the PIN code.
5. The customer enters his personal information and uploads the valid required documents (e.g., Home address, phone number, valid Emirates ID, school letter)
6. The customer reviews the refund details and agrees to the terms and conditions.
7. The customer confirms the request and pays the replacement fees.
8. The card blocking request is created on the card after confirmation.
9. The customer provides the payment details and submits the application.
10. The new card is issued and the refund approved within 4 days from the date of submitting the application.
11. The customer receives the refund SMS confirmation upon approval.
12. The refund balance is transferred to the new card for activation.
13. To activate the refunded amount, the customer inserts the card or taps it on any online device (parking machines, solar top up machines or nol pay or check in and out in 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, and pays the fees.
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 the application submission date. If the customer selects the digital card, he can download it within 2 working days of the application submission date.

In case of 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, clicks the order details, and pays the fees.
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 the application submission date. If the customer selects the digital card, he can download it within 2 working days of the application submission date.

• Instantly.

• The card validity is 5 years.
• A replacement card is valid for the remaining period of the original card.
• Concession validity: Student, Senior Emirati and Resident, and People of Determination Personal nol card: 1-year renewable concession period. After the end of the year, the card charges the regular fare without the 50% discount, unless the customer renews the student nol card if he is still eligible.

New replaced or renewed Personal nol card.

General Rules

• The customer receives his remaining balance amount on his new replaced or renewed Personal nol card after 4 working days from the application date.
• If the card becomes faulty in the middle of the trip, the customer is allowed to complete the trip without paying any fees.
• In case of a damaged, lost or expired card, the customer bears the fees of issuing a replacement card.
• nol card is blocked within 48 hours from reporting it as stolen/lost, and RTA is not 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 should apply for a refund through the RTA Website.
• The customer must insert/tap the card in any of the below online devices after 45 minutes to 4 hours of receiving the refund SMS, for the refund amount to be reflected on the alternative nol card:
  • Metro Gates: 45 minutes to 4 hours
  • Solar Machines: 45 minutes
  • Parking Machines: 45 minutes
  • nol Pay App: 45 minutes.
• In case a personal nol card becomes faulty within 30 days from the date of its purchase or issuance, the card holder has to surrender his card and provide his details to the Metro station staff. He is issued a Retention card (optional) and has to apply for a replacement on RTA Website and nol Pay App. His new personal card is delivered to him within 4 working days.
• If the customer opted to have a retention card, an anonymous silver card is issued at the station free of charge, but he has to pay 19 AED for the default balance.
• If the card gets faulty after 30 days, the customer bears the replacement fees to issue a new card.
• Students (age 5 to 23), social affairs beneficiaries and senior Emiratis and residents aged 60 years and above benefit from a 50% discount on public transport fares when using the Metro, Bus and Dubai Tram.
• UAE Pass and RTA account are mandatory to apply for the service.
• Personal nol card application is rejected if it doesn't meet the application conditions or the customer attaches invalid documents.
• Personal nol card application is rejected if no payment is received within 2 working days after the application is verified.
• The customer can pay through nol Pay app or RTA website via Track your Personal nol card page through this link.
• The customer can check the status of his Personal nol card application through this link.

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.

Concession Cards

• The concession period is valid for 1 year only and must be renewed once expired to keep benefitting from the concession, otherwise, the card can be used for transport and non-transport services and charged as per the regular/standard travel fees.

People of Determination

• People of Determination card holders can apply for a free-of-charge card renewal or replacement.
• People of Determination and children below 5 years can use Dubai Metro, Tram and Bus for free.