Nol Card Lost, Stolen or Damaged: Refund & Balance Transfer
Step-by-step official RTA instructions to block a lost Nol card, transfer your remaining e-purse balance to a replacement card, and process cash refunds.
🚨What to Do Immediately If Your Nol Card Is Lost
If your card contains a personal profile (Blue Personal Card) or if you registered your Silver or Gold card to your Emirates ID online, follow these steps immediately to freeze your balance:
Dial 800 90 90
Select your language, choose 'Nol Services', and request immediate card blocking. Have your Emirates ID or registered mobile number ready.
Block via UAE Pass
Open the official app, go to 'Manage My Nol Cards', select the affected card, and tap 'Report Lost/Stolen' to instantly freeze turnstile authorization.
Registered vs Anonymous Cards: Critical Difference
Bearer Cards: No Recovery
If you bought an off-the-shelf Silver or Gold card for cash and never linked it to an RTA account, it is legally treated like physical cash. If lost, anyone who picks it up can tap and ride with it. RTA cannot trace, block, or refund unregistered cards.
Protected Balance
Personal Blue cards (with photo ID) and Silver cards linked to your Emirates ID profile on rta.ae are fully protected. Once reported lost, the balance is frozen as of the moment of reporting and transferred to your replacement card.
How to Transfer Balance to a Replacement Card
Once your lost registered card is successfully blocked, follow this procedure to claim your remaining balance:
- Purchase or Apply for a Replacement Card: If you held a Blue Card, submit an official replacement request online (issuance fee: AED 10). If you held a registered Silver Card, purchase a new Silver Card (AED 25 with AED 19 credit) from any station.
- Submit the Balance Transfer Request: Go to the RTA portal or visit an official Customer Happiness Center (located at Al Barsha, Deira, Umm Ramool, or Union Metro Station).
- Provide Identification: Present your original Emirates ID and the 10-digit Nol Tag ID of your new card.
- Balance Crediting Window: The RTA clearinghouse audits the final check-out transaction of the lost card and credits the remaining net funds onto your new card within 4 to 7 working days.
Claiming an E-Purse Cash Refund (Leaving Dubai)
If you are relocating, finishing a vacation, or holding excess credit on your Nol card, you can surrender the card and receive your money back:
Visit any Dubai Metro Station ticket counter. Hand over your physical Nol card. The clerk will verify the balance and hand you the cash immediately minus the administrative deduction.
Must be requested online through the RTA website. The funds will be transferred via IBAN directly into your UAE bank account within 14 business days.
Administrative Fees & Processing Timelines
| Service Type | Administrative Fee | Processing Timeline |
|---|---|---|
| Immediate Card Blocking | FREE | Instantaneous (within 15 minutes) |
| Blue Card Lost Replacement | AED 10.00 | 4 to 7 working days |
| Balance Transfer to New Card | AED 10.00 | 4 to 7 working days |
| E-Purse Cash Refund | AED 5.00 or 2.5% (whichever is higher) | Instant at counter (under AED 100) or 14 days IBAN |
Replacing Malfunctioning or Unreadable Cards
If your card chip ceases responding at the turnstiles but shows no visible physical cracks or punctures, take it to any Metro Station Customer Service window:
- The clerk tests the RFID loop using a diagnostic bench scanner.
- If certified as an internal technical hardware fault, RTA replaces the card free of charge and transfers 100% of the purse value onto a fresh card immediately.
- If the card has been visibly snapped, drilled, bent, or washed, the standard replacement fee applies.
Frequently Asked Questions: Nol Refunds & Lost Cards
Can I get a refund if I lose an anonymous Silver or Gold Nol card?
No. Standard Silver and Gold cards bought from stations without personal registration are bearer cards. If you lose an unregistered card, RTA cannot block it or recover the funds. Only registered cards or Blue Personal Cards qualify for balance recovery.
How do I block a lost personalized Blue Nol card?
Call RTA Customer Service immediately on toll-free 800 90 90 (or +971 4 605 1414 internationally), or log into the RTA Dubai app / nol Pay app with your UAE Pass to block the card.
How long does it take to transfer balance to a replacement card?
Once the card is blocked, the remaining e-purse balance is verified and transferred to your replacement card within 4 to 7 working days.
Can I refund the unused money on my Nol card when leaving Dubai?
Yes. You can request a refund of your e-purse balance at any Metro Station ticket office (for balances under AED 100) or via the RTA website portal (for higher balances deposited into your UAE bank account), subject to a standard AED 5 or 2.5% administrative fee.
Every fare, schedule, and rule in this guide is referenced against direct primary source documents published by Dubai transit authorities:
- RTA Nol Terms & Conditions: Card Loss & Refunds— Official terms governing cardholder liability, balance transfer windows, and refund deductions.
- RTA Customer Service & Replacement Portal— Official contact methods for urgent card blocking and dispute resolution.