Pilgrims who lose their way, need to report a missing family member, or run into trouble using an official app now have a dedicated place to turn. The Ministry of Hajj and Umrah says its Nusuk Care centers are operating around the clock as frontline hubs supporting guests of the Two Holy Mosques.

According to the Saudi Press Agency, the ministry highlighted the centers on July 22, 2026, describing them as a core part of its effort to enrich the Hajj and Umrah experience in line with Saudi Vision 2030 and the Pilgrim Experience Program.

What the centers do

The Nusuk Care centers offer a broad range of support. For individual pilgrims, this includes guidance for those who are lost, counseling, answering inquiries, handling complaints, and helping in missing-persons cases. Staff also assist pilgrims in using the Nusuk and Tawakkalna applications, which manage permits, bookings, and digital services, and run enrichment programs during the season.

The ministry said the centers operate in Makkah, Madinah, Jeddah, and the holy sites during the Hajj season, as well as in other locations with high concentrations of pilgrims. They are staffed at all hours by qualified Saudi personnel who speak multiple languages, including sign language, so that visitors who are deaf or hard of hearing can also be served.

To deliver this help, the centers coordinate with government bodies, private-sector partners, and nonprofit organisations, allowing them to respond quickly to whatever a pilgrim needs.

Support for service providers too

The centers are not only for individual pilgrims. Through the ministry's headquarters, they also serve business partners in the pilgrimage sector. These services include accrediting accommodation providers and answering their questions, which the ministry says supports greater integration across the wider pilgrim services ecosystem.

That dual role matters. A large share of a pilgrim's experience depends on accommodation, transport, and catering firms working smoothly together. By supporting those providers as well as the pilgrims themselves, the centers aim to keep the whole system running reliably during the busiest periods.

Why it helps

For someone far from home, in unfamiliar surroundings and often not speaking Arabic, knowing where to get trustworthy help brings real reassurance. Getting separated from a group in a crowd of hundreds of thousands is a common worry, and a round-the-clock center staffed by multilingual personnel gives families a clear place to go.

The service also underscores how central the Nusuk and Tawakkalna apps have become to the pilgrimage. Permits, entry codes, and many bookings now run through these platforms, so having trained staff on hand to help pilgrims navigate them removes a common source of stress.

Practical tips for pilgrims:

  • Know where the nearest center is. Locate the Nusuk Care presence in Makkah, Madinah, or Jeddah on arrival so you know where to go if a problem arises.
  • Agree a meeting point with your group. Before entering crowded areas, set a clear place to reunite if anyone gets separated.
  • Keep your apps ready. Make sure Nusuk and Tawakkalna are installed and logged in before you travel, and ask center staff if anything is unclear.
  • Carry identification. Keep your ID and group or campaign details accessible in case you need help.
  • Ask in your own language. Staff speak several languages, including sign language, so do not hesitate to seek help if you are unsure about anything.

For pilgrims arriving through the busy opening weeks of the 1448 season, the centers offer a dependable safety net, one that is open at every hour of the day and night.