You can still change some Nusuk information after submission, but identity fields may lock after verification and package details after payment. This guide explains what remains editable and where to get help.
Booking online: Wego keeps the Nusuk-linked hotel, transport and visa application in one flow, so your booking references stay together. Correct identity details through Nusuk before payment or visa issuance.
Nusuk edit rules at a glance
| Field or item | Can you change it? | What to do |
|---|---|---|
| Email address | Yes, anytime | Edit via My Profile and verify the OTP sent to the new email |
| Mobile number | Yes, anytime | Edit via My Profile and verify OTP |
| Profile photo | Yes, anytime | Re-upload through My Profile |
| Passport scan | Yes, before verification | Replace upload and resubmit for verification |
| Full name spelling | No, once verified | Open a support ticket via the Help & Support form with passport scan |
| Passport number | No, once verified | Contact Nusuk support or call +966 9200 31201 |
| Date of birth | No, once verified | Submit a correction ticket with passport proof |
| Nationality | No, once verified | Requires support intervention and document proof |
| Booked package | No, after payment | Cancel within the package’s stated cancellation window for a refund, then rebook |
| Hotel within package | No, after booking | Cancel and rebook a different package |
| Flight within package | No, after booking | Cancel under the airline’s policy shown at checkout |
| Travel dates | No, after payment | Cancel and rebook with new dates |
| Add companions | Yes, before permit issued | Use “Add Companion”: they must accept on their account |
| Remove companions | Yes, before permit issued | Edit companion list in the booking |
| Permit time slot | No, cannot be modified | Cancel before 4 hours of start time and issue a new permit |
| Issued Umrah visa | No, non-amendable | Contact your nearest Saudi mission or service provider |
Quick troubleshooting for common Nusuk errors
Most Nusuk errors come from data mismatches, browser issues, or trying to edit a locked field. The fixes below are drawn from the official Nusuk FAQ and the platform’s published user guides.
Before anything else, check three things: your passport must be valid for at least 6 months from your entry date, the name must match exactly, and you should be using an updated Chrome browser with no VPN or ad-blocker.
| Error or issue | Quick fix |
|---|---|
| “Incorrect data” / error 10010016 | Remove all non-numeric characters from the passport number field: enter digits only |
| Invalid passport / visa / border number | Check that name, date of birth and passport number match your passport exactly |
| Profile won’t verify | Confirm name spelling, DOB and passport number are identical to the passport scan |
| “Passport already linked to another user” | Open a support ticket under Technical Issue with your passport scan |
| Site freezing or page won’t load | Switch to Chrome, disable VPN and ad-blockers, try mobile data, refresh after switching language |
| OTP not arriving | Check spam, wait 60 seconds, then resend; switch to email OTP if SMS fails |
| Visa on arrival number rejected | Use the visa number printed on the entry stamp, not the booking reference |
| Can’t add a companion | The companion must first create their own Nusuk account and accept the request |
| Payment failed but money debited | Wait 24 hours: if not auto-reversed, raise a Packages ticket with the transaction ID |
| Refund not received after cancellation | Allow up to 45 business days from the request date; a 3% processing fee applies |
| Permit cancellation blocked | You cannot cancel within 4 hours of the permit slot: wait it out or use it |
| Name mistranslated on visa | Contact the issuing service provider or Saudi mission immediately: Nusuk cannot fix issued visas |
How to contact Nusuk support to fix locked information
If the field you need to change is locked, the only route is the official support channel.
Do not pay a third party to “edit” your Nusuk profile. The platform is operated directly by the Saudi Ministry of Hajj and Umrah.
Support is available in multiple languages including English, Arabic, Urdu, French and Indonesian.
- Live chat: via the Nusuk Umrah Help & Support page: fastest response
- Call centre: +966 9200 31201 (Nusuk Hajj line operates working days 9 AM to 9 PM)
- Ticket categories: Inquiry, Packages, Technical Issue, General issue, Flights: choose Technical Issue for data corrections
- For Hajj-specific issues: use the Nusuk Hajj ticket form
When opening a ticket to correct locked data, attach a clear scan of your passport’s bio-data page and your booking or registration reference number. This speeds up verification.
Sources
- Nusuk Umrah: Help & Support (Official FAQ)
- Nusuk Umrah: Terms of Use (Refunds & Cancellations)
- Nusuk Hajj: Official FAQ and Support Channels
- Navigating Nusuk: How to Edit Your Profile (Official User Guide)
- Saudi Ministry of Hajj and Umrah: Official Portal
- Nusuk: Your Gateway to Islamic Pilgrimage
- Nusuk Hajj: Submit a Support Ticket (CRM Form)
Disclaimer: Wego strives to ensure all information presented in this article is accurate and up to date at the time of publication. Travel policies, prices, visa requirements, and conditions can change rapidly. We strongly recommend verifying critical details with official sources before making travel decisions. Wego does not accept liability for any inaccuracies, oversights, or changes that may occur after publication.
