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FAQ's
In Simple Terms — How the B2C Model Works
The B2C model can be summarised as follows:
- PILGRIM
The eligible South African pilgrim registers on the official Nusuk Hajj platform.
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- NUSUK HAJJ
The pilgrim completes the required application, verification and other processes.
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- SAUDI SERVICE PROVIDER (SPC)
The pilgrim views and selects an available Hajj package offered by an authorised Saudi service provider.
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- PACKAGE PURCHASE
The pilgrim purchases the selected package directly through the Nusuk Hajj process.
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- INDIVIDUAL HAJJ GUIDE
A South African individual who has registered as a Hajj guide may be selected by an SPC to assist a group of pilgrims.
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- INDIVIDUAL AGREEMENT
The SPC enters into an agreement directly with the individual Hajj guide, setting out the applicable responsibilities, quota, expenses and commission arrangements.
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- GUIDE SERVICES
The selected guide assists pilgrims in accordance with the agreed responsibilities and the requirements of the SPC.
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- POST-HAJJ EVALUATION
The SPC evaluates the guide’s performance and services provided during Hajj.
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- COMMISSION
Where applicable, the individual Hajj guide is paid commission by the SPC in accordance with the individual agreement and the SPC’s applicable commission structure.
Important clarification
SAHUC is not the seller of the Hajj package, the contracting party for the pilgrim’s package, or the recipient of the Hajj guide commission under the B2C Direct Hajj model.
The commercial relationship for the Hajj package is between the pilgrim and the relevant Saudi service provider through the Nusuk Hajj platform.
Where a Hajj guide arrangement exists, the relevant commercial agreement is between the individual Hajj guide and the Saudi service provider.
The precise requirements, quotas, guide arrangements, expenses and commission structures are determined by the relevant SPC and the applicable Nusuk Hajj rules for the particular Hajj season.
Pilgrims should always refer to the latest official Nusuk Hajj information and Terms and Conditions, as the Direct Hajj model and its operating arrangements may be amended by the Saudi authorities from time to time.
Important Notice to All Pilgrims
Pilgrims are strongly advised to read the latest information published on the official Nusuk Hajj website before commencing or continuing with their Hajj application.
The Nusuk Hajj platform is updated from time to time and information relating to eligibility, registration, verification, packages, service providers, payments, flights, visa requirements, health requirements, support services and other Hajj-related matters may change.
The information provided in this SAHUC FAQ is intended to assist pilgrims in understanding the Nusuk Hajj process in a clear and easy-to-follow manner. However, the latest information, requirements, terms and conditions published by Nusuk Hajj should always be regarded as the primary source of information.
Where can I find the latest Nusuk Hajj Frequently Asked Questions?
Pilgrims can access the official Nusuk Hajj FAQ page here:
Official Nusuk Hajj FAQ:
Nusuk Hajj — Frequently Asked Questions (FAQ)
The official FAQ page provides answers to commonly asked questions and also provides access to Nusuk’s support channels, including Live Chat, Support Email, Social Media and the Call Center.
What should pilgrims do before relying on information contained in this SAHUC FAQ?
Pilgrims should:
- Read the latest Nusuk Hajj FAQ on the official website.
- Check the latest Nusuk Hajj registration requirements.
- Check whether their country is included among the countries eligible for the applicable Hajj season.
- Read the latest Hajj Terms and Conditions.
- Review the latest package, service-provider, payment and booking information.
- Check the latest visa, health and travel requirements.
- Regularly monitor their Nusuk Hajj account and registered email address for official communications.
- Check the official Nusuk Hajj website regularly for announcements or changes.
Which information takes precedence if there is a difference between this SAHUC FAQ and the Nusuk Hajj website?
If there is any difference between information contained in this SAHUC FAQ and information subsequently published or updated by the official Nusuk Hajj platform, pilgrims must follow the latest official requirements and information published by Nusuk Hajj and the Saudi Ministry of Hajj and Umrah.
This is particularly important because Hajj arrangements, procedures, requirements and deadlines may change from one Hajj season to another.
SAHUC will endeavour to provide pilgrims with relevant information and guidance, but pilgrims remain responsible for reviewing the latest official information published by Nusuk Hajj.
Introduction To The Direct Hajj Programme And Nusuk Hajj
1. What is the Direct Hajj Programme?
The Direct Hajj Programme is a programme established by the Saudi Ministry of Hajj and Umrah to facilitate Hajj for pilgrims from countries with Muslim minorities where there are no official Hajj missions responsible for managing pilgrims’ affairs.
Under the programme, the Ministry oversees the Hajj arrangements for participating countries. This includes approving service providers, developing Hajj packages, monitoring service quality and ensuring that package prices are appropriate.
Pilgrims from countries covered by the programme can select and book their Hajj packages directly through the Nusuk Hajj platform without having to use an external intermediary.
In simple terms:
If your country is included in the Direct Hajj Programme, Nusuk Hajj is the official digital platform through which you apply, complete the required processes and, if eligible and accepted, book your Hajj package.
2. What is the Nusuk Hajj platform?
Nusuk Hajj is a digital platform overseen by the Saudi Ministry of Hajj and Umrah.
It is designed to make the Hajj process easier for pilgrims from countries covered by the Direct Hajj Programme.
Through the platform, eligible pilgrims can:
- register;
- submit their required information and documents;
- have their applications verified;
- view available Hajj packages;
- select an authorised Hajj service provider;
- select a package;
- make payment; and
- complete their Hajj arrangements.
3. Who is the Direct Hajj Programme intended for?
The programme is intended for pilgrims from countries that are specifically included in the programme.
The countries served by Nusuk Hajj can change from year to year.
For Hajj 1447H / 2026G, Nusuk provides a dedicated list of serviced countries. Pilgrims should therefore check the official list rather than assuming that a country is automatically included.
For South African pilgrims, eligibility should always be confirmed against the current year’s official Nusuk serviced-country list.
4. Does registering on Nusuk Hajj mean that I have been accepted for Hajj?
No.
Registration on the Nusuk Hajj platform does not mean that a pilgrim has been accepted for Hajj.
Registration is the beginning of the process. The information and documents submitted by the pilgrim must go through the required verification process.
Only after the relevant processes have been completed will the pilgrim know whether they can proceed to the next stages, including package selection and payment.
Nusuk specifically states that registration does not constitute Hajj acceptance.
⚠️ Important distinction
Registration ≠ Verification ≠ Hajj acceptance ≠ Confirmed booking
These are different stages.
A pilgrim should not regard the creation of a Nusuk account or submission of an application as confirmation that Hajj has been secured.
5. What happens after I register?
After registration, the information submitted by the pilgrim is subject to verification.
Pilgrims are required to monitor their Nusuk account and communications from Nusuk for updates.
Nusuk also recommends that pilgrims follow announcements on the platform and subscribe to its newsletter so that they can receive information about important dates and developments.
6. Are pilgrims allowed to book Hajj packages through other platforms or companies?
For countries covered by the Direct Hajj Programme, Nusuk Hajj is the approved platform for booking Hajj packages under the programme.
Nusuk states that packages or Hajj visas for these pilgrims should not be obtained through an external platform or entity.
⚠️ Important for pilgrims
A person or organisation offering to “secure” a Direct Hajj Programme package outside the official Nusuk process should be treated with caution.
Always verify information against the official Nusuk Hajj platform.
7. Who provides the actual Hajj services?
Nusuk Hajj offers packages through authorised Hajj service providers.
These providers are responsible for delivering the services included in the package selected by the pilgrim.
Nusuk provides a list of authorised service providers on its platform.
Targeted Countries And Eligibility Requirements
8. Which countries are eligible for the Direct Hajj Programme?
Eligibility is based on the countries served by the programme for the particular Hajj season.
The list is not necessarily permanent and can change from one Hajj season to another.
For Hajj 1447H / 2026G, Nusuk has published a specific serviced-country list.
9. Can a person register if their country of residence is not on the serviced-country list?
The pilgrim should first check the country-of-residence requirements on Nusuk.
The current registration system specifically asks the applicant to select their current country of residence from the countries served for the relevant Hajj season.
If the applicant cannot find their country of residence, Nusuk provides an option indicating that the country could not be found.
10. Does nationality determine eligibility, or does country of residence matter?
The Nusuk registration process specifically asks applicants to identify their current country of residence.
Therefore, pilgrims should carefully distinguish between:
- nationality;
- country of residence; and
- the countries served by Nusuk for that Hajj season.
The applicant must provide accurate information and should not select a country simply because it is eligible if that is not their actual country of residence.
11. Can a pilgrim register using another person's details?
No.
Nusuk’s terms require users to provide their own correct and complete personal information.
Users acknowledge that they will not register on the platform under another person’s name.
Every pilgrim should ensure that their name, passport details, date of birth, nationality, country of residence and other information correspond accurately with their official documents.
12. What happens if the information submitted by a pilgrim is incorrect?
Pilgrims are responsible for ensuring that the information they submit is accurate, complete and up to date.
Incorrect or misleading information can affect the verification process and the pilgrim’s ability to proceed.
Nusuk’s terms specifically require users to provide complete, accurate and current personal information.
13. Does registering guarantee that a pilgrim will receive a Hajj visa?
No.
Registration does not itself guarantee a Hajj visa.
The pilgrim must successfully complete the required stages of the Nusuk process and meet the applicable Saudi requirements.
Nusuk’s terms state that pilgrims wishing to perform Hajj must obtain a Hajj visa in advance and cannot perform Hajj using a tourist or other type of visa.
14. Can a tourist visa be used to perform Hajj?
No.
A Hajj visa is required for performing Hajj.
Nusuk’s terms explicitly state that Hajj cannot be performed using a tourist visa or another type of visa.
15. Can a pilgrim use a Hajj visa to work in Saudi Arabia?
No.
A Hajj visa is for the purpose of performing Hajj and does not permit employment in Saudi Arabia.
16. Can a pilgrim travel anywhere in Saudi Arabia while holding a Hajj visa?
Pilgrims must comply with the conditions of their Hajj visa.
Nusuk states that a Hajj visa is intended for travel to Jeddah, Makkah and Madinah, and Saudi authorities may restrict travel outside these cities during the Hajj period.
Pilgrims must therefore follow the applicable visa conditions and Saudi regulations.
Registration And Account Creation
Overvoew
This is where the pilgrim begins the actual Nusuk Hajj application process.
Nusuk currently presents the overall process as 10 major steps:
- Create an account
- Upload documents
- Complete the application
- Application verification
- Select preferred category
- Top up the e-wallet
- Browse service providers
- Select a preferred package
- Book the package
- Review the itinerary
17. How do I start my Nusuk Hajj registration?
The pilgrim begins by creating an account on the official Nusuk Hajj platform.
The registration page requires the applicant to select their current country of residence from the countries served for the applicable Hajj season.
18. What email address should I use?
The pilgrim should use an email address that they personally control and can access.
The email address is important because Nusuk uses electronic communication to provide information and updates during the application process.
Use an email address that you check regularly and ensure that you can access it throughout the entire Hajj application and travel process.
19. Do I have to agree to the Terms and Conditions?
Yes.
When creating an account, the applicant is required to consent to the applicable Terms and Conditions and Privacy Policy.
This is important because the pilgrim is confirming that they understand and agree to the conditions governing the use of the Nusuk Hajj platform.
20. Can I subscribe to receive Nusuk email updates?
Yes.
The registration process provides an option to subscribe to email updates.
Nusuk recommends that applicants follow platform announcements and subscribe to the newsletter to stay informed about registration and booking developments.
Notice
Creating a Nusuk Hajj account or submitting a Hajj application does not mean that you have been accepted for Hajj and does not constitute a confirmed Hajj booking.
The process involves several stages, including registration, document submission, verification, eligibility/acceptance, package availability, package selection, payment and confirmation.
Pilgrims should only regard their Hajj arrangements as confirmed when the relevant confirmation has been issued through the official Nusuk Hajj process.
That distinction is particularly important because Nusuk itself expressly states that registration does not mean acceptance for Hajj.
Account And Family Management
Can I add family members to my Nusuk Hajj account?
Nusuk provides functionality for managing family members through the pilgrim’s profile.
Pilgrims should use the My Family section of their Nusuk profile to manage family members and follow the instructions displayed on the platform.
How do I add a family member?
Log into your Nusuk Hajj account and access your profile.
Select My Family and follow the instructions provided by the platform to add the relevant family member.
The family member’s information must be entered accurately and must correspond with the person’s official documents.
Does a family member who is added to my profile also need to be verified?
Yes.
Each newly added family member is subject to the applicable verification process.
Adding someone to your family profile does not mean that the person’s application has automatically been verified or accepted.
Can I make changes to my profile after it has been verified?
Pilgrims should exercise caution when making changes after their profile has been verified.
Changes to important information may result in the profile having to undergo verification again.
Do not change verified information unless it is genuinely necessary. If a change is required, carefully follow the instructions provided by Nusuk.
Can I remove a family member from my account?
Family management functions are controlled through the Nusuk platform.
Pilgrims should use the My Family section and follow the current instructions displayed by Nusuk.
Can a family member have their own Nusuk account?
The applicable account and family-management arrangements are determined by Nusuk.
Pilgrims should follow the current instructions displayed within their Nusuk account regarding whether a family member should remain linked to the primary account or have an independent account.
Who is responsible for the information entered for family members?
The person managing the account is responsible for ensuring that information entered into the Nusuk platform is accurate and complete.
Nusuk’s Terms of Use state that users are responsible for ensuring that personal information submitted through the platform is complete, accurate and up to date.
What happens if my passport or personal information changes?
The pilgrim should update the information through the appropriate Nusuk process and follow any verification requirements.
A pilgrim should not continue using incorrect passport or personal information.