How to Fix a Passport Not Issued via Absher

The Saudi Passports Directorate has outlined the steps citizens should follow when a Saudi passport cannot be issued or renewed through أبشر, the main electronic channel for passport services. While most passports are issued and renewed instantly online through Absher Individuals, a separate procedure applies when the system is unable to complete the request.

Cases where issuance may be blocked include technical errors, data mismatches, pending transactions, or other system issues. In these situations, the current channel to resolve the problem is the “Tawasul” e-service inside Absher, found under the Passports section.

How the Tawasul service works

To use it, log in to Absher Individuals and go to My Services → Passports → Tawasul, then select “Submit New Request.” Choose the relevant department and sub-service for Saudi passports, describe the problem (for example, that issuance or renewal cannot be completed through Absher), and attach the required documents such as the national ID, family registry, old passport, personal photo, or supporting letters. The request is then submitted electronically to await a response from the directorate.

If a transaction is stuck — for instance, a payment was made but the passport was not issued — the Tawasul request is used to resolve the pending case without visiting a passport office. If the issue cannot be fixed fully online, the reply typically asks the applicant to visit the relevant Jawazat office in person with the original national ID (or family registry for minors), the old passport if any, a recent standard photo, and any additional documents noted in the reply.

Standard fees remain unchanged: 300 ريال سعودي for a five-year passport and 600 ريال سعودي for a ten-year passport. The five-year option is available to all eligible citizens, while the ten-year passport is limited to those aged 21 and above. Once completed, the passport can be collected from the selected Jawazat branch or delivered to the applicant's home via Saudi Post after confirming the address and paying any delivery fees through Absher.

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