If you have a lost nol card that is personal or registered, apply for a replacement, then submit a refund request on the RTA website or in nol Pay. That request blocks the old card within 48 hours and moves your balance for free. An anonymous Silver, Gold or Red card can’t be blocked, so its balance is gone.
What a lost card means for each card type
Card | Can it be blocked? | Balance back? | Replacement |
Personal (Blue) | Yes | Yes, transfer or cash | From AED 70 |
Registered Silver or Gold | Yes | Yes, transfer or cash | Buy and register a new card (AED 30) to receive the transfer |
Anonymous Silver or Gold | No | No | New card, AED 25 |
Red Ticket | No | No | New ticket, AED 2 |
Registration makes the difference, so we tell every resident to register a Silver card or get a Blue one.
How to block a lost nol card and keep the balance
- Find your tag ID, the 10-digit number on the card. A photo of the card helps here.
- Apply for a replacement on the RTA website, nol Pay or S’hail. It costs the same as a new card (from AED 70, free for People of Determination) and arrives free in 2 to 4 working days. RTA only accepts the refund request for a lost card after this step.
- Submit the refund request on the RTA website, in nol Pay or at a self-service machine, and choose a transfer to the new card. This request is what blocks the old one. The transfer is free, and RTA approves it after 4 working days, with an SMS on the fifth.
- Activate the balance by tapping the new card in nol Pay, at a Metro gate, a parking meter or a bus-stop top-up machine within 180 days. Once it shows, you can recharge your new nol card as normal.
If you can’t get online, call RTA on 800 9090 to report the loss. RTA blocks the card within 48 hours, and you are responsible for anything spent on it before then. A blocked card can’t be switched back on, even if you find it the next day.
Full rules: RTA’s nol card refund service page.
Damaged or faulty nol card
A damaged nol card is handled differently, because you still have it in your hand.
- Personal card, faulty within 30 days of issue: hand it to Metro station staff and request a replacement. A free retention card (you pay its AED 19 balance) covers you meanwhile. After 30 days, the normal fee applies.
- Anonymous Silver or Gold, faulty within 30 days: you get a new card of the same type without the AED 6 card fee, paying only the AED 19 balance.
- Card stops working mid-trip: RTA lets you finish the journey at no extra charge.
Details are on RTA’s replacement service page.
Taking the balance as cash instead
A cash nol card refund is possible, but it costs more than a transfer:
- The fee is 2.5% of the balance or AED 5, whichever is higher.
- Cash is only paid on refunds under AED 100.
- Approved online refunds are collected within 30 days at Centrepoint, Union, BurJuman, Mall of the Emirates, Al Qiyadah or Sobha Realty Metro station.
Anonymous cards are refunded only if you still hold them, at a Metro ticket office, with up to AED 100 on the card. An unused Red Ticket can be refunded within 30 days for a AED 2 fee.
Our advice: always transfer the balance unless you are leaving the UAE. The transfer is free.
Protect your balance before you lose your nol card
Registering an anonymous card costs AED 30 and protects the balance. Photograph the tag ID and keep your PIN private, because RTA uses it to verify refunds. Our personal nol card guide compares registration with the Blue card.
Frequently asked questions
Can I get money back from a lost anonymous Silver card?
No. RTA can only block and refund cards linked to an account, so the balance on a lost or stolen anonymous card can’t be recovered. If you still have the card and want your money back, a Metro ticket office refunds up to AED 100 for a AED 5 fee.
How long does blocking take?
RTA blocks a personal or registered card within 48 hours of your request. You are responsible for any use in that time, so report it as soon as you notice. A blocked card can’t be reactivated, even if you find it later, so only block it once you are sure it is gone.
How much does it cost to replace a lost personal card?
The same as a new card: AED 70 for a Personal Silver card, AED 80 for Gold, AED 95 for the ISIC student version, and AED 100 or AED 110 for special designs. People of Determination pay nothing. Moving your balance to the new card is free.
How do I transfer the balance to a new card?
First apply for a replacement, then submit the refund request and choose a transfer to the new card. RTA approves it after 4 working days and texts you on the fifth day. Tap the new card in nol Pay or at a Metro gate within 180 days to activate the balance.
After a lost nol card: a short checklist
Block it, order the replacement, request the transfer and activate it within 180 days. If a damaged nol card fails within 30 days of issue, take it to Metro staff. Use our nol balance check guide to confirm the transfer, and our nol card types comparison if your card is lost for good. More guides are in our travel section and on the Live In Gulf homepage.
