Frequently Asked Questions

Answer: Tawkeel is a digital platform that allows users to request Umrah to be performed on behalf of an eligible person, through performers who meet the registration and verification requirements, in accordance with Shariah guidelines and the approved procedures of the application

Answer: Umrah Al-Badal is when one person performs Umrah on behalf of another person who is unable to perform it themselves, such as a deceased person, a sick person, or a person who is unable to perform Umrah, or in cases supported by a valid health or Shariah-based reason, while observing the approved Shariah guidelines.

Answer: Yes. A number of Islamic scholars have permitted performing Umrah on behalf of another person, whether for a deceased person or someone who is unable to perform it themselves. Relevant Shariah sources and fatwas can be viewed through the Tawkeel website.

Answer: The Requester is the person who uses Tawkeel to request that Umrah be performed on behalf of a person who is legally eligible for it.

Answer: The Performer is a person who meets Tawkeel’s registration requirements and is qualified to perform Umrah on behalf of another person, in accordance with the approved Shariah guidelines and procedures.

Answer: Yes. The Tawkeel application is available in multiple languages to make its services easier to access and use.

Answer: You can contact Tawkeel through the available customer service channels, including the unified number, approved communication channels, and the in-app chat.

Answer: You can submit your complaint or feedback through Tawkeel’s available communication and customer service channels. It will be handled and reviewed according to the approved procedures.

Answer: After completing the service, you can rate your experience through the application and share your opinion and feedback about the service provided, helping us continuously improve your experience.

Answer: If you experience a technical problem while using the application, you can contact customer service through the available support channels to receive assistance and resolve the issue.

Answer: First, make sure that the application is updated to the latest version and that your device meets the application’s requirements. If the problem continues, you can contact customer service for assistance.

Answer: You can register as a Performer through the dedicated Performer application, then complete the required information and requirements to finalize the registration and verification process.

Answer: You must meet the registration and approval requirements established by Tawkeel, including requirements related to identity, residency, age, eligibility, and having previously performed Umrah, in addition to other requirements explained during registration.

Answer: Make sure that notifications are enabled and that the application is allowed to send notifications. If the problem continues, contact customer service to check the status of your account.

Answer: Performer registration is subject to Tawkeel’s approved eligibility, identity, and residency requirements. The requirements can be viewed during registration in the application.

Answer: Contact customer service immediately through the support channels available in the application. The Tawkeel team will assist you according to the approved procedures.

Answer: You can contact customer service to check the status of your account and assist you in resolving the issue.

Answer: If the account type cannot be changed after registration, you can create a new account with the required account type, subject to the approved registration requirements.

Answer: The Performer’s payment will be transferred after the request has been completed and all required verification and review procedures have been completed, in accordance with Tawkeel’s approved payment cycle.

Answer: Yes. The Performer may cancel a request if there is a valid reason or circumstance that prevents them from completing it. The Performer must provide an explanation for the cancellation and contact the Tawkeel team before the scheduled performance time, no later than one hour in advance (and preferably at least three hours in advance). The cancellation reason will be shared with the Operations Team so that the request can be reassigned to another Performer.

Answer: The Performer may not cancel the request after starting the Umrah. If an emergency arises, the Performer must immediately contact the Tawkeel Operations Team and follow the approved Shariah and operational procedures.

Answer: You can view the status of your request through the Requests page and follow the notifications in the application.

Answer: Cancellation of an Umrah request is subject to Tawkeel’s approved terms and policies. Cancellation may not be available once the request has reached certain stages of the process.

Answer: You can submit more than one request according to the rules and limits approved in the application.

Answer: Yes. After the Umrah has been completed and the verification procedures have been finalized, you can access, share, and refer to the Umrah completion certificate later.

Answer: The application includes verification points throughout the Umrah journey, including an audio recording of the Umrah intention, visual documentation, and approved verification procedures at different stages of the Umrah, to ensure that the request is completed according to the specified procedures.

Answer: Direct communication between the Requester and the Performer is not available during the Umrah. The request status and performance stages are monitored and verified through Tawkeel’s tracking system.

Answer: The stages of performing the Umrah and their verification are handled through the Tawkeel application. Once the Umrah is completed, the Requester is notified through the application.

Answer: The available payment methods are displayed when completing the request. These include Mada, credit cards, Apple Pay, and the electronic wallet, depending on the options available in the application

Answer: Value Added Tax is a tax imposed on goods and services subject to VAT in accordance with the laws and regulations applicable in the Kingdom of Saudi Arabia.

Answer: A payment may fail for several reasons, including:

• Insufficient balance.
• Exceeding the card’s permitted limit.
• Incorrectly entered card details.
• Expired card.
• A temporary issue with the bank or payment service provider.

If the problem continues, you can try another payment method or contact your bank or Tawkeel customer service.

Answer: The Tawkeel electronic wallet is an electronic balance linked to your account in the application. The available balance can be used to complete payments and access services available through Tawkeel.