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Virtual Tour

Issue Replacement of Damaged Passport

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Applies to
  • UAE National
Start Service

Issue replacement of damaged lost passport of UAE national.

Service Code


Service Information
Conditions for obtaining the service
  • Provide an ID number for the customer.
  • The UAE citizen must be added to the family book.
  • Customers must follow the instructions and requirements sent to them during the course of the transaction in order to avoid canceling the activation of the request.
Service Limitation
  • To issue a passport to those over the age of 15, the fingerprint and signature on the identity card associated with the customer are required
The time to obtain the service
The passport is issued electronically 48 hours after receiving and accepting the service request that meets the conditions
Associated Service Package
Not applicable
Service Requirements and Fees
Required Documents Damaged passport

Certificate of Circular for Loss of Passport

Recent personal photos that meet the approved standards

Portrait Terms and Conditions:

  1. The picture is recent
  2. The background of the photo is white
  3. Hands do not appear above the shoulders
    open the eye
  4. The picture does not contain a frame
    Image width 40-35 mm
Fees Issue fee 300 AED

Electronic Services Fee 50 AED

Delivery fee Empost 15 AED

Payment method by credit card

Refundable Fees Not Applicable
Comments  For special cases only, the application is accepted through customer happiness centers. Otherwise, the authority’s electronic services must be used
Service Channels
Service Channel Service channel availability Time to complete the service after its requirements are completed
Smart Services System (Website) 7 / 24 48hr
Mobile App 7 / 24 48hr


Service Channel Service channel availability Service time and waiting in the center Time to complete the service after its requirements are completed
Customer Happiness Centers As per working hours Waiting 10m – Transaction 7m 24hours
Service Journey
Obtaining service information The call center, the smart application, the authority’s website, the customer happiness centers, the communication channels approved by the authority
Submit a service request Through the website/Mobile application Through customer happiness centers Through the Typing Centers
  • Access to the smart services system (digital identity or user name).
  • Search for the service you want to apply for.
  • Fill in the application data, where applicable
  • Pay the service fee (if any)
  • Visit the nearest Customer Happiness Center
  • Get an Queue ticket and wait.
  • Submission of the application fulfilling all conditions and documents (if any) to the customer service employee
  • Pay the service fee (if any)
  • Not Applicable
Communication During the Process
  • A text message or email stating the creation/developments of the order
  • Not Applicable
  • Not Applicable
Getting the Service
  • Obtain of service outputs through the delivery company.
  • Obtain of service outputs through the service center.
  • Not Applicable
Inquiries and complaints
Channel Availability
Social Media: ICA_Help & Facebook Twitter 7/24
Email: via website available  7/24
Ask Hamad/chatbot via website available  7/24
Call Center: 6005222222 7/24
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