Nusuk App & Saudi Visa Bio Not Working? Step-by-Step Fixes for OTP, Face Scan, Fingerprints and Permits

Saudi Visa Bio: face capture keeps failing

• Face a window or a bright light source — light should fall on your face, not behind you.
• Remove spectacles, caps and anything covering your forehead or ears. Women may keep hijab on, provided the full face is clearly visible from hairline to chin.
• Keep a neutral expression and look directly at the camera.
• Hold the phone at eye level, at arm's length, and keep it still.
• Use a plain wall behind you; busy backgrounds confuse the camera.

Saudi Visa Bio: fingerprints not accepted

The app photographs your fingertips with the rear camera, so it needs good light and steady hands.

• Wash and dry your hands; slightly moist (not wet) fingers often scan better than very dry skin. A little moisturiser 10 minutes before can help elderly applicants.
• Turn on the flash if the app allows it, or scan in bright daylight.
• Hold fingers together and flat, inside the on-screen guide, and keep still until it captures.
• Ask someone to help hold the phone for elderly family members.

OTP not arriving (Nusuk or Visa Bio)

1. Wait 2–3 minutes before requesting another code. Repeated requests can temporarily block you.
2. Check the number format: select India (+91) and enter your 10-digit number without a leading 0.
3. Check DND and spam filters. Indian networks can filter international promotional SMS; temporarily disabling DND or checking the spam folder in your messages app often helps.
4. Toggle airplane mode for 10 seconds to refresh the network connection.
5. Try email verification if the app offers it, and check your spam folder.
6. If you are already in Saudi Arabia, roaming SMS may be delayed — a local SIM or eSIM can be faster.

Nusuk: “visa not found” or details don't match

Nusuk links your account to your visa using your passport and visa details. Errors usually mean a small mismatch.

• Enter your name exactly as printed in the passport's machine-readable zone.
• Double-check the passport number — letters O and I are easily confused with 0 and 1.
• Choose the right nationality and visa type.
• Wait 24 hours after visa issue; newly issued visas can take time to appear.

Nusuk: Umrah permit won't book

• Check your visa validity dates — the permit date must fall within them.
• Try different time slots. Late-night and early-morning slots are usually more available.
• Add family members as companions under one account so you can book together.
• Close and reopen the app, or log out and in again, if the calendar does not load.

Nusuk: getting a Rawdah slot

The Rawdah in Masjid an-Nabawi has limited capacity, so permits are tightly controlled. Separate time slots are allocated for men and women. Recent policy has limited each person to one Rawdah visit per year.

• Check several times a day. Slots are released in batches and cancellations reappear.
• Be flexible on time. Late-night slots are often easier.
• Book only when you are sure of your Madinah dates.
• Arrive early at the designated gate; staff check your permit QR code.

Read more in our Nusuk and Rawdah permit guide.

Quick troubleshooting table

Problem	Most likely cause	First fix to try
Passport scan fails	Glare or poor focus	Flat dark surface, soft light, clean lens
Chip not detected	NFC off or thick cover	Turn on NFC, remove cover, hold still
Face rejected	Backlight or glasses	Face a window, remove glasses
Fingerprints rejected	Dry skin or movement	Light moisturiser, flash on, steady hand
No OTP	DND, format or network	Wait, check +91 format, toggle airplane mode
Visa not found in Nusuk	Name or number mismatch	Copy details exactly; wait 24 hours

Frequently asked questions

Why is Saudi Visa Bio not scanning my passport?

Usually glare, poor focus or NFC being off. Place the passport on a dark surface in soft light, clean your lens, turn on NFC and remove thick phone covers.

Why am I not getting the Nusuk OTP?

Wait a few minutes, check the +91 number format, check DND and spam settings, toggle airplane mode, or use email verification if offered.

Can I wear hijab in the Visa Bio face photo?

Yes, hijab can be worn as long as the full face from hairline to chin is clearly visible.

How often can I visit the Rawdah?

Recent policy limits Rawdah visits through Nusuk to once per year per person, with separate slots for men and women.

What if biometrics fail repeatedly?

Contact your visa provider. Some applicants are directed to an authorised visa centre to give biometrics in person.

Notes: app screens and policies change regularly. These steps reflect common issues reported by pilgrims and our team's experience; always follow the latest instructions shown in the official apps.