United Arab Emirates

Federal Authority for Identity & Citizenship,

Customs & Port Security

(Smart Services)

User Guide – Individuals Services

Page 1 of 121
About this Guide

This guide clarifies the main instructions to the Individuals on how to access and use the smart services of

the Federal Authority for Identity & Citizenship, Customs & Port Security. The smart services guarantee

speed and accuracy in the process of issuing visas and residence permits. It will also eliminate the need for

applicants to visit the service centre in person. The system enables the, including UAE and GCC citizens and

residents, to easily apply for citizenship and residency services online through the following URL Smart

Services from anywhere and at any time. . It should be noted that this guide was developed for the

category of Individual Citizens, but other categories can follow the instructions and steps contained in this

guide, taking into account the difference in some field requirements depending on the different categories

benefiting from the services.

The Main Objectives

This guide clarifies the main instructions for Individuals on how to register and login into the system and

benefit from its features and functions.

Page 2 of 121
Basic Requirements for Access Smart Services

NO Service Icon

1 Internet Connection

2 IOS Mobile Application.

3 Android Mobile Application.

4 An active email address.

Technical Support
All information provided in this document is subject to change without any further notice and might be

inaccurate. If you detect technical or linguistic errors while using the system, please report them by sending

an email to our complaints and feedback email address or by calling the following:

Call Centre: 600522222

Complaints System: https://cc.icp.gov.ae/Web/landing

Icons Used in This Guide

Page 3 of 121
Contents
1 Consolidated Action Icons ........................................................................................................................................... 6

2 Categories of Users ...................................................................................................................................................... 7

3 Users Interfaces ........................................................................................................................................................... 8

4 Individuals Services Features ...................................................................................................................................... 9

5 Registration ............................................................................................................................................................... 10

5.1 Create a New Account Using UAE PASS ........................................................................................................... 10

5.2 Create a New Account Using User Credential .................................................................................................. 13

6 Login........................................................................................................................................................................... 21

6.1 Login Using UAE PASS....................................................................................................................................... 21

6.2 Login Using User Credentials ........................................................................................................................... 23

6.3 Login Using QR Code ........................................................................................................................................ 24

7 Technical Support ...................................................................................................................................................... 26

7.1 Forgot Password ................................................................................................................................................ 27

7.2 Forgot Username .............................................................................................................................................. 31

8 Dashboard.................................................................................................................................................................. 35

8.1 Definition of Dashboard Items ......................................................................................................................... 37

9 Definition of Menu Bar .............................................................................................................................................. 41

10 Submitting Requests ............................................................................................................................................... 42

11 My Requests ............................................................................................................................................................ 57

11.1 My Requests.................................................................................................................................................... 58

11.2 Returned Requests .......................................................................................................................................... 61

12 Family Members ...................................................................................................................................................... 64

13 Sponsored ................................................................................................................................................................ 67

13.1 Sponsored Management ................................................................................................................................ 68

13.2 Canceled Files ................................................................................................................................................. 71

Page 4 of 121
 13.3 Old Sponsored................................................................................................................................................. 74

13.4 Escape Available ............................................................................................................................................. 77

13.5 Active Leave Permit ........................................................................................................................................ 80

13.6 Visas for Visiting Relatives and Friends .......................................................................................................... 85

13.7 In/ Out Transactions ....................................................................................................................................... 88

14 Drafts ....................................................................................................................................................................... 91

15 Requests Ready to Payment .................................................................................................................................... 93

16 EID Exception Requests ........................................................................................................................................... 95

17 Payments.................................................................................................................................................................. 98

18 Fees and Deposit Refund ....................................................................................................................................... 101

18.1 Fees of Rejected Requests ............................................................................................................................ 101

18.2 Financial Deposits......................................................................................................................................... 108

18.3 Refund Statistics for Rejected Requests....................................................................................................... 111

19 Documents ............................................................................................................................................................. 114

19.1 My Documents.............................................................................................................................................. 114

19.2 My Sponsoreds.............................................................................................................................................. 116

19.3 My Family ...................................................................................................................................................... 119

Page 5 of 121
 1 Consolidated Action Icons

No Icon Technical Name Description

01 View Display Additional Information about an item.

02 Complete Edit information on the system and complete draft requests.

03 Download Allow the user to download items from the system.

04 Print Print files or documents from the system.

05 Delete Remove an item from the system.

06 Report an Issue Submit a complaint about an issue within the system.

Display a list of actions the user can take on a request or item

07 Actions
on the system.

08 Lock Request Restrict work authority on the request to the user.

Give work authority on the request to allow any user to work

09 Unlock Request
on the request.

Page 6 of 121
2 Categories of Users
The categories of users in the Individuals services are classified into five main categories, as follows: -

Page 7 of 121
3 Users Interfaces
The smart services platform comprises several components, incorporating user interface elements

distinguished by a simple, cohesive, and interactive design. This delivers a user experience that is both

pleasant and user-friendly.

Page 8 of 121
4 Individuals Services Features
The Individuals services stand out with a range of features and functions designed to enhance the user

experience and elevate the level of services, aligning seamlessly with the desired strategic objectives.

Page 9 of 121
5 Registration

• The Smart Services of the Federal Authority for Identity, Citizenship, Customs & port Security provides

users with two registration methods, as follows:

o Create a new account using UAE PASS.

o Create a new account using User Credential.

5.1 Create a New Account Using UAE PASS

• To create a new account using UAE PASS, follow the steps below: -

1. Open the Smart Services of the Federal Authority for Identity, Citizenship, Customs & port Security.

2. From the login screen, press on "Individuals Registration".

Figure 1: Login Screen - Access Individuals Registration Action.

Page 10 of 121
3. The system will redirect the user to the “Register – Individuals Services” screen, press on “Sign up

with UAE PASS”.

Figure 2: Register – Individuals Services Screen.

Page 11 of 121
4. The system will redirect the user to the “Login to UAE PASS“ screen, press on “Create New

Account’’.

Figure 3: Login to UAE PASS Screen.

5. The system will redirect the user to “Create a New UAE PASS account” screen, download the UAE

PASS app compatible with the operating system, and follow the steps to complete the process.

Figure 4: Create a New UAE PASS account Screen.

Page 12 of 121
5.2 Create a New Account Using User Credential

• To create a new account using User Credential, follow the steps below: -

1. Open the Smart Services of the Federal Authority for Identity, Citizenship, Customs & port Security.

2. From the login screen, press on "Individuals Registration".

Figure 5: Login Screen - Access Individuals Registration Action.

Page 13 of 121
3. The system will redirect the user to “Register - Individuals Services”, enter the email address that

will be used in the registration process.

4. Press on “reCAPTCHA” which is a security test to confirm the validity and that the user is not a harmful

software or a robot, then press on “Continue”.

Figure 6: Register - Individuals Services Screen.

Page 14 of 121
 5. The system will send a confirmation message to the entered email so that you can complete the

registration process through the link attached to the message, press on the "Complete Registration"

link to go to the next step.

Figure 7: Register - Individuals Services Screen - Verify Email.

The registration link will be active for 15 minutes, the process should be restored if the user doesn’t use the
link during this period.

Page 15 of 121
 6. A Confirmation message will appear to the user, press on “Confirm” to continue the process.

Figure 8: The Confirmation Message.

7. The system will redirect the user to the “Register” screen, press on “Yes” in case you have a UAE

identity.

Figure 9: The Register Screen.

If you do not have an Emirates ID, the system will request the visa number and file data.

Page 16 of 121

.
• The system will redirect the user to the “Register” screen, which contains three steps, to complete the

process successfully.

Emirates ID Step: -

8. Enter the Emirates ID in the required field, then press on “Next” to move on to the next step.

Figure 10: Register Screen - Emirates ID Step.

Page 17 of 121
 Emirates ID Step: -

9. The system will move the user to the “Verification” step, select the verification type for the registration

process, and then enter the required data.

In this User Guide will continue the process by using the mobile number as the verification type.

10. Press on “Next” to move on to the next step.

Figure 11: Register Screen - Verification Step.

Page 18 of 121
Registration Step: -

11. The system will move the user to the “Registration” step, enter the data in the required fields.

12. Press on “reCAPTCHA” which is a security test to confirm the validity and that the user is not a

harmful software or a robot, then press on “Register”, to complete the process.

Figure 12: Register Screen - Registration Step

Page 19 of 121
Congrats! You've followed the steps correctly, the registration process account has been completed
successfully, and a message has been sent to the user’s email.

Figure 13: Main Screen - New Account Registered Successfully.

Page 20 of 121
6 Login
The user can login to the Smart Services of the Federal Authority for Identity, Citizenship, Customs & port

Security and start benefiting from the features provided by following different three methods as below: -

6.1 Login Using UAE PASS

1. Open the Smart Services of the Federal Authority for Identity, Citizenship, Customs & port Security.

2. The “login” screen will appear to the user, press on "Login with UAE PASS".

Figure 14: Login Screen - Access to Login with UAE PASS.

Page 21 of 121
3. The system will redirect the user to “Login to UAE PASS “, enter the “Emirates ID”, then press on

“Login” to access the account.

Figure 15: Login to UAE PASS Screen.

4. The “Access Request” screen will appear to the user, open the UAE PASS application on your mobile

then press on “Allow Access” to login.

Figure 16: Access Request Screen.

Page 22 of 121
6.2 Login Using User Credentials
1. Open the Smart Services of the Federal Authority for Identity, Citizenship, Customs & port Security.

2. The “Login “screen will appear to the user, enter the ‘’Username ‘’ and ‘’Password”.

3. Press on “reCAPTCHA” which is a security test to confirm the validity and that the user is not a harmful

software or a robot, then press on “Login” to access the system.

Figure 17: Login Screen.

Page 23 of 121
6.3 Login Using QR Code
1. Open the Smart Services of the Federal Authority for Identity, Citizenship, Customs & port Security.

2. The “Login“ screen will appear to the user, press on ”Login by QR Code”.

Figure 18: Login Screen - Access to Login by QR Code.

Page 24 of 121
3. A QR code will appear to the user, open ICP mobile application then navigate the User Profile and select

“Login by QR Code”.

4. Scan the QR code to complete the process.

Figure 19: Login Screen - Login by QR Code.

Page 25 of 121
7 Technical Support
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

port Security, allows the user to solve technical issues that may be encountered while working on the Smart

Service System to improve the user experience.

• The Technical Support feature includes the following functions: -

Page 26 of 121
7.1 Forgot Password
This function allows the user of the Smart Services system to easily reset the password in case it's forgotten

or needs to be updated for security reasons.

• To reset the password, follow the steps below: -

1. Open the Smart Services of the Federal Authority for Identity, Citizenship, Customs & port Security.

2. From the login screen, press on "Forgot Password".

Figure 20: Login Screen - Access to Forgot Password.

Page 27 of 121
3. The system will redirect the user to the “Forgot Password” screen, enter the email, and then press on

“reCAPTCHA” which is a security test to confirm the validity and that the user is not a harmful software

or a robot.

Figure 21: Forgot Password Screen.

4. Press on “Send” to continue the process.

Page 28 of 121
 5. The system will send a message to the user’s email address, press on “Reset Password Link”.

Figure 22: Email Screen.

It is worth noting that the link will be valid for only 3 hours.

Page 29 of 121
6. The system will redirect the user to the “Reset Password” screen, enter the new password in the

required fields, then press on “Confirm” to complete the process.

Figure 23: Reset Password Screen.

7. Press on “Confirm” to complete the process.

Page 30 of 121
7.2 Forgot Username
This function allows the user of the Smart Services system to easily reset the username in case it's forgotten

or needs to be updated for security reasons.

• To reset the username, follow the steps below: -

1. Open the Smart Services of the Federal Authority for Identity, Citizenship, Customs & port Security.

2. From the login screen, press on "Forgot Username/ Password".

..

Figure 24: Login Screen - Access to Forgot Username/ Password.

Page 31 of 121
3. The system will redirect the user to the “Forgot Username / Password” screen, select the Account

Type that will be changed its username.

4. Enter the user information in the required fields, which will vary depending on the type of account

selected in the previous step.

5. Press on “reCAPTCHA” which is a security test to confirm the validity and that the user is not a harmful

software or a robot.

Figure 25: Forgot Username / Password - Entered the Account Type Information.

6. Press on “Send” to move on to the next step.

Page 32 of 121
7. The system will retrieve the mobile numbers related to the data entered in the previous step, select the

“Mobile Number” that will be used in the process.

Figure 26: Forgot Username / Password - Selecting Mobile Number.

8. Press on “Send” to move on to the next step.

Page 33 of 121
 9. Enter the one-time password sent to the entered mobile number, then select “Send your username in

SMS”.

Figure 27: Forgot Username / Password - Entering one-time password.

10. Press on “Send” to complete the process.

Congrats! You've followed the steps correctly, and the Username has been sent to the mobile number
successfully.

The system allows the user to change the current username or password by choosing "Change
Username/Password", where the user will enter the required information and send the request.

Page 34 of 121
8 Dashboard
The Dashboard feature of the Smart Services system provides a crucial set of indicators and data that

provide the user with valuable and immediate insights into the overall system performance. The purpose

of this feature is to help users make well informed decisions quickly, contributing to the accomplishment

of the Federal Authority for Identity and Citizenship, Customs and Port Security strategic objectives.

Page 35 of 121
 Figure 28: Dashboard Screen.

Page 36 of 121
 8.1 Definition of Dashboard Items

Search Panel

Description
The search panel allows the user to navigate between services and search for a particular service by identifying
search requirements.

Numbers and Analysis Items Panel

No Item Name Description

01 Visa Requests Display the total number of visas issued from the account.

02 Visas Display the total number of active, expired, and soon expired visas.

03 Financial Transactions Display the total number of the user’s financial transactions.

Page 37 of 121
No Item Name Description
Display the total numbers of incomplete requests that have been archived
04 Drafts
by the user.
Display the total numbers of company’s information to which the user
05 My Companies
belongs.
06 Residency Requests Display the total number of residencies issued from the user.
Display the total number of active, expired, and soon expired passport
07 Family Passports
applications that are close to completion in the user’s account.
08 Sponsored Persons Display the total number of individuals that are sponsored by the user.

09 Family Members Display the total family members in the family book.

10 Residencies Display the total number of active, expired, and soon expired residencies.
Show Less/ More
11 Displays less or more details in the control panel.
Details

Quick Access Tools Panel

No Item Name Description

Allows the user to add the most used services and include them in the
01 Favorite Services
favorite list.
Recently Used
02 Display services that have recently been used by the user.
Services

Page 38 of 121
No Item Name Description
Recently Released
03 Display the services recently added to the system.
Services
04 Alerts Display and search alerts with a selected date.
Display applications that have been initiated and not finalized by the user
05 What should I do next
and guide to the next step to complete the request.
Display the actions to be taken by the user in respect of family members and
06 Required Actions
sponsors.

Browse Smart Services Panel

No Item Name Description

01 Department Display the area to which the user belongs.

02 Module Display the main module services provided by the system.

03 Service Display the services that are listed under the module.

04 Sub Service Display the sub services listed under the service.

05 Service Action Display the service actions that can be taken on the sub service.

Page 39 of 121
 Quick Access Search Panel

Description
Allow the user to perform search actions quickly and effectively such as starting the services without the need
to go through many screens.

Page 40 of 121
9 Definition of Menu Bar
The menu bar is located on the top of the smart services screens, which provides quick access to the basic

features of the Smart Services system.

Page 41 of 121
10 Submitting Requests
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to submit different requests easily and effectively such as visas.

• The Smart Services system in the Federal Authority for Identity and Citizenship, Customs and Port

Security allows the user to submit requests in two different methods as shown below: -

First Method: -

1. From the dashboard screen, select the required “Department” from the quick access tool.

2. Select the required “Service”, “Sub-Service”, and “Service Action”.

Figure 29: Dashboard Screen – Submitting Requests – First Method.

Page 42 of 121
 Second Method: -

1. Press on “Start Service” after selecting the required module.

Figure 30: Dashboard Screen – Submitting Requests – Second Method.

The user can display service details by pressing on “Service Card”, as well as adding services to favorites to
easily access it later.

• The system will redirect the user to the “Submit Request” screen, which consists of five main steps the

user should follow to submit the request; these steps are as follows: -

Page 43 of 121
Applicant Info Step: -
In this step, the user should enter the requested applicant information to meet the requirements of the

application.

1. From the “Identification Information for Sponsored (Service Beneficiary)” part, enter the

sponsored identification information in the required fields.

Figure 31: Submit Request Screen – Applicant Info Step - Identification Information FOR Sponsored Part.

Page 44 of 121
2. From the “Personal Information for Sponsored (Service Beneficiary)” part, enter the sponsored

details in the required fields.

Figure 32: Submit Request Screen – Applicant Info Step - Personal Information for Sponsored Part.

Page 45 of 121
3. From the “Passport Information” part, enter the details of the passport in the required fields.

Figure 33: Submit Request Screen – Applicant Info Step - Passport Information Part.

4. From the "Deposit” part, enter the reason for the deposit in case the exemption conditions apply.

Figure 34: Submit Request Screen – Applicant Info Step - Deposit Part.

5. Press on “Next” to move on to the next step.

Page 46 of 121
Address Info Step: -
In this step, the user should enter the address information inside and outside the UAE to meet the

requirements of the application.

6. From the “Inside UAE Address” part, enter the address information inside UAE in the required fields.

Figure 35: Submit Request Screen - Address Info Step - Inside UAE Address Part.

Page 47 of 121
7. From the "Address outside UAE” part, enter the address information outside UAE in the required

fields.

Figure 36: Submit Request Screen - Address Info Step - Outside UAE Address Part.

8. Press on “Next” to move on to the next step.

Page 48 of 121
Attachments Info Step: -
In this step, the user should upload the required files to meet the requirements of the application.

9. Upload the required attachments and any supportive documentation.

Page 49 of 121
 Figure 37: Submit Request Screen - Attachments Info Step.

10. Press on “Next” to move on to the next step.

Page 50 of 121
Review Application Step: -
In this step, the user should check entered information to meet the requirements of the application.

11. Check the entered information.

Page 51 of 121
 Figure 38: Submit Request Screen - Review Application Step.

12. Press on “Next” to move on to the next step.

13. A confirmation message will appear to the user, press on “Yes” to continue the process.

Figure 39: The Confirmation Message.

Page 52 of 121
Application Fees Step: -
In this step, the user should pay fees to complete the requirements of the application.

14. Select Healthy Insurance, then press on “I Agree to the Terms and Conditions” to activate

payment methods.

15. Select the “Payment Method”.

Page 53 of 121
 Figure 40: Submit Request Screen – Application Fees Step.

16. The system will retrieve the final total fees, press on “Pay” to continue the process.

Figure 41: Submit Request Screen – Application Fees Step - Pay using Part.

Page 54 of 121
17. The system will redirect the user to the “Payment Method” screen, enter the payment card

information in the required fields.

Figure 42: Payment Method Screen.

18. Press on “Continue” to complete the process.

Page 55 of 121
Congrats! You've followed the steps correctly, and the Application has been submitted successfully.

Figure 43: Requests Applied Successfully Screen.

The different categories of individuals can follow the above steps in the submission of applications for various
types of applications considering the different steps and fields depending on the type of request and the
category of beneficiary of services.

Page 56 of 121
11 My Requests
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to display different types of submitted requests.

• The My Requests feature includes the following services: -

Page 57 of 121
11.1 My Requests
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access the requests and their details, also this service enables to take

different actions on a request.

• To access a request, follow the steps below: -

1. From the main screen, press on “My Requests”.

2. A drop-down list will appear, press on "My Requests".

Figure 44: The Main Screen - Access to My Requests.

Page 58 of 121
• The system will redirect the user to “My Requests” screen, which contains all submitted requests.

Figure 45: My Requests Screen.

Page 59 of 121
 3. From the “Request List” part, select a request and then press “Actions” to make the required action.

Figure 46: My Requests Screen - Request List Part - Access to Actions.

The actions that will be displayed to the user depend on the type and status of the selected request.

Page 60 of 121
11.2 Returned Requests
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access the returned requests and their details, also this service enables to

take different actions on a request.

• To access a returned request, follow the steps below: -

1. From the main screen, press on “My Requests”.

2. A drop-down list will appear, press on "Returned Requests".

Figure 47: The Main Screen - Access to Returned Requests.

Page 61 of 121
• The system will redirect the user to “Returned Requests” screen, which contains all returned requests.

Figure 48: My Requests Screen.

Page 62 of 121
 3. From the “Request List” part, select a request and then press “Actions” to make the required action.

Figure 49: Returned Requests Screen - Request List Part - Access to Actions.

The actions that will be displayed to the user depend on the type and status of the selected request.

Page 63 of 121
12 Family Members
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access the family members and their details, also this feature enables to

take different actions to a family member.

• To access a request, follow the steps below: -

1. From the main screen, press on “Family Members”.

Figure 50: The Main Screen - Access to Family Members.

Page 64 of 121
• The system will redirect the user to “My Requests” screen, which contains all family members in the

family book.

Figure 51: My Requests Screen.

Page 65 of 121
 2. From the “Family Members List” part, select a family member and then press “Actions” to take the

required action.

Figure 52: Family Members Screen - Family Members Part - Access to Actions.

The actions that will be displayed to the user depend on the type and status of the selected family member.

Page 66 of 121
13 Sponsored
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access and manage the sponsored.

• The Sponsored feature includes the following services: -

Page 67 of 121
13.1 Sponsored Management
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access and search the sponsored under your sponsorship and their details,

also this service enables to take different actions on these individuals.

• To access the sponsored, follow the steps below: -

1. From the main screen, press on “Sponsored”.

2. A drop-down list will appear, press on "Sponsored".

Figure 53: The Main Screen - Access to Sponsored.

Page 68 of 121
• The system will redirect the user to “Sponsored Management” screen, which contains the sponsored

list.

Figure 54: Sponsored Management Screen.

Page 69 of 121
 3. From the “Sponsored List” part, select a sponsored and then press “Actions” to take the required

action.

Figure 55: Sponsored Management Screen - Sponsored List Part - Access to Actions.

The actions that will be displayed to the user depend on the file and fine status of the selected sponsored.

Page 70 of 121
13.2 Canceled Files
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access and manage the list of sponsored files canceled for various reasons

such as, expiry of visa or residence, also this service enables to take different actions on these files.

• To access the cancelled files, follow the steps below: -

1. From the main screen, press on “Sponsored”.

2. A drop-down list will appear, press on "Canceled Files".

Figure 56: The Main Screen - Access to Canceled Files.

Page 71 of 121
• The system will redirect the user to “Canceled Files Management” screen, which contains canceled

files for sponsored individuals.

Figure 57: Canceled Files Management Screen.

Page 72 of 121
 3. From the “Canceled Files List” part, select a sponsored and then press “Actions” to make the

required action.

Figure 58: Canceled Files Management Screen - Canceled Files Part - Access to Actions.

The actions that will be displayed to the user depend on the file and fine status of the selected sponsored.

Page 73 of 121
13.3 Old Sponsored
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access and manage individuals previously sponsored, also this service

enables to take different actions on these individuals.

• To access the old sponsored, follow the steps below: -

1. From the main screen, press on “Sponsored”.

2. A drop-down list will appear, press on "Old Sponsored".

Figure 59: The Main Screen - Access to Old Sponsored.

Page 74 of 121
• The system will redirect the user to “Old Sponsored Management” screen, which contains the

individuals previously sponsored.

Figure 60: Old Sponsored Management Screen.

Page 75 of 121
 3. From the “Old Sponsored List” part, select a sponsored and then press “Actions” to make the

required action.

Figure 61: Old Sponsored Management Screen – Old Sponsored List Part - Access to Actions.

The actions that will be displayed to the user depend on the file and fine status of the selected sponsored.

Page 76 of 121
13.4 Escape Available
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access and manage the list of individuals in violation of which circulars have

been issued, also this service enables to take different actions on these individuals.

• To access the escape available, follow the steps below: -

1. From the main screen, press on “Sponsored”.

2. A drop-down list will appear, press on "Escape Available".

Figure 62: The Main Screen - Access to Escape Available.

Page 77 of 121
• The system will redirect the user to “Escape Available” screen, which contains the individuals in

violation of which circulars have been issued.

Figure 63: Escape Available Screen.

Page 78 of 121
 3. From the “Old Sponsored List” part, select a sponsored and then press “Actions” to take the required

action.

Figure 64: Escape Available Screen - Escape Available List Part - Access to Actions.

The actions that will be displayed to the user depend on the file and fine status of the selected sponsored.

Page 79 of 121
13.5 Active Leave Permit
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access and manage the list of sponsored individuals who have active leave

permit, also this service enables to cancellation these permits.

• To access the active leave permit, follow the steps below: -

1. From the main screen, press on “Sponsored”.

2. A drop-down list will appear, press on "Active Leave Permit".

Figure 65: The Main Screen - Access to Active Leave Permit.

Page 80 of 121
• The system will redirect the user to “Active Leave Permit” screen, which contains the individuals who

have active leave permit.

Figure 66: Escape Available Screen.

Page 81 of 121
3. From the “Active Leave Permit List” part, select a sponsored and then press “Actions” to start

cancelling the permit.

4. A drop-down list will appear, select “Cancel Leave Permit”.

Figure 67: Active Leave Permit Screen - Active Leave Permit List Part - Access to Actions.

• The system will redirect the user to the “Submit Request” screen, which consists of three main steps

the user should follow to submit the request; these steps are as follows: -

Request Information Step: -

In this step, the user should enter the requested applicant information to meet the requirements of the

application.

Page 82 of 121
5. Enter the request information in the required fields, bearing in mind that there are fields will be retrieved

automatically from the database registered in the system.

Page 83 of 121
 Figure 68: Submit Request – Request Information Step.

6. Press on “Next” to move on to the next step.

The remaining steps “Review Application & Application Fees” have been explained in “Submitting Request”
part.

Page 84 of 121
13.6 Visas for Visiting Relatives and Friends
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access and manage visas for visiting relatives and friends.

• To access the visas for visiting relatives and friends, follow the steps below: -

1. From the main screen, press on “Sponsored”.

2. A drop-down list will appear, press on "Visas for Visiting Relatives and Friends".

Figure 69: The Main Screen - Access to Visas for Visiting Relatives and Friends.

Page 85 of 121
• The system will redirect the user to “Visas for visiting relatives and friends” screen, which contains

visas for relatives and friends.

Figure 70: Visas for visiting relatives and friends Screen.

Page 86 of 121
 3. From the “Relatives and Friends List” part, select a sponsored and then press “Actions” to take the

required action.

Figure 71: Visas for visiting relatives and friends Screen - Relatives and Friends List Part - Access to Actions.

The actions that will be displayed to the user depend on the file and fine status of the selected sponsored.

Page 87 of 121
13.7 In/ Out Transactions
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access and manage visas for visiting relatives and friends.

• To access the in/ out transactions, follow the steps below: -

1. From the main screen, press on “Sponsored”.

2. A drop-down list will appear, press on "In/ Out Transactions".

Figure 72: The Main Screen - Access In/ Out transactions.

Page 88 of 121
3. The system will redirect the user to “In/ Out Transactions” screen, enter the search criteria for the

required transactions, then press on “Search”.

4. The system will retrieve data according to the entered search criteria, select the transaction, then press

on “View Transactions Details” to display the transaction information.

Figure 73: Visas for visiting relatives and friends Screen.

Page 89 of 121
• The “Transaction Information” pop-up screen will appear to the user, which contains the required

information of the transaction.

Figure 74: Transaction Information Pop-up Screen.

Page 90 of 121
14 Drafts
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access the requests that have been initiated and partially completed but

have not yet been finalized or submitted.

• To access the drafts requests, follow the steps below: -

1. From the main screen, press on “Drafts”.

Figure 75: The Main Screen - Access to Drafts.

Page 91 of 121
 • The system will redirect the user to “Drafts” screen, which contains the incomplete requests.

Figure 76: Drafts Screen.

The user can complete any drafts request by pressing on “Complete” icon.

Page 92 of 121
15 Requests Ready to Payment
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access the requests that have been prepared and are awaiting payment

processing.

• To access the requests ready to payment, follow the steps below: -

1. From the main screen, press on “Requests Ready to Payment”.

Figure 77: The Main Screen - Access to Requests Ready to Payment.

Page 93 of 121
 • The system will redirect the user to “Requests Ready to Payment” screen, which contains all requests

that are ready to payment.

Figure 78: Requests Ready to Payment Screen.

The user can complete any request by pressing on “Complete” icon.

Page 94 of 121
16 EID Exception Requests
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access the individuals who have exceptions from certain procedures

required by the Authority.

• To access the EID exception requests, follow the steps below: -

1. From the main screen, press on “EID Exception Requests”.

Figure 79: The Main Screen - Access to EID Exception Requests.

Page 95 of 121
2. The system will redirect the user to “EID Exception Requests” screen, enter the search criteria for the

required request then press on “Search”.

3. The system will retrieve data according to the entered search criteria, press on “View” to display more

details.

Figure 80: EID Exception Requests Screen.

Page 96 of 121
• The system will redirect the user to “Request Details” screen, which contains the exception request

details.

Figure 81: Requests Details Screen.

Page 97 of 121
17 Payments
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access and track the payments.

• To access the payments, follow the steps below: -

1. From the main screen, press on “Payments”.

Figure 82: The Main Screen - Access to Payments.

Page 98 of 121
2. The system will redirect the user to “Payments” screen, enter the search criteria for the required

payments then press on “Search”.

3. The system will retrieve data according to the entered search criteria, select a payment, and then press

on “Fees Breakdown” to display more details.

Figure 83: Requests Ready to Payment Screen.

Page 99 of 121
• The system will redirect the user to “Fees Breakdown” screen, which contains the payment details.

Figure 84: Requests Details Screen.

Page 100 of 121

18 Fees and Deposit Refund
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security provides the user with an effective mechanism for the refund of financial fees and deposits.

18.1 Fees of Rejected Requests

This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access the fees of the rejected requests and submit a refund request.

• To access the fees of rejected requests, follow the steps below: -

1. From the main screen, press on “Fees and Deposits Refund”.

Figure 85: The Main Screen - Access to Fees and Deposits Refund.

Page 101 of 121

2. The system will redirect the user to “Fees and Deposits Refund” screen, which contains the fees of

all rejected requests, select a request then press on “Actions” to start submitting a refund request.

3. A drop-down list will appear to the user, press on “Apply for a refund request”.

Figure 86: Requests Ready to Payment Screen.

Page 102 of 121

4. The system will redirect the user to “Submit Request” screen, from the “Request Information” step,

enter the request details in the required fields, then press “Next” to move on to the next step.

Figure 87: Submit Request Screen - Request Information Step.

Page 103 of 121

5. The system will redirect the user to “Attachments” step, upload any supporting documentation, then

press on “Next” to move on to the next step.

Figure 88: Submit Request Screen - Attachments Step.

Page 104 of 121

6. The system will redirect the user to “Review Application” step, check the entered information then

press on “Next” to move on to the next step.

Figure 89: Submit Request Screen - Review Application Step.

Page 105 of 121

7. The system will redirect the user to “Application Fees” step, press on “I Agree to the Terms and

Conditions” to activate payment methods.

8. Press on “Submit” to complete the process.

Figure 90: Submit Request Screen - Application Fees Step.

Page 106 of 121

Congrats! You've followed the steps correctly, and the Refund Request has been submitted successfully.

Figure 91: Requests Applied Successfully Screen.

Page 107 of 121

18.2 Financial Deposits
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access the financial deposits requests and submit a refund request.

• To access the financial deposits requests, follow the steps below: -

1. From the main screen, press on “Fees and Deposits Refund”.

Figure 92: The Main Screen - Access to Fees and Deposits Refund.

Page 108 of 121

2. The system will redirect the user to “Fees and Deposits Refund” screen, press on “Financial

Deposits”.

Figure 93: Fees and Deposits Refund Screen – Access to Financial Deposits.

Page 109 of 121

 3. The system will redirect the user to “Financial Deposits” screen, which contains all financial deposit

requests, select a request then press on “Action” to start the deposit refund process.

4. A drop-down list will appear to the user, select “Apply for a refund request”.

Figure 94: Financial Deposits Screen.

The remaining steps have been explained in “Fees of Rejected Requests” part.

Page 110 of 121

18.3 Refund Statistics for Rejected Requests
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access the refund statistics for rejected requests.

• To access the refund statistics for rejected requests, follow the steps below: -

1. From the main screen, press on “Fees and Deposits Refund”.

Figure 95: The Main Screen - Access to Refund Statistics for Rejected Requests.

Page 111 of 121

2. The system will redirect the user to “Fees and Deposits Refund” screen, press on “Refund Statistics

for Rejected Requests”.

Figure 96: Fees and Deposits Refund Screen – Access to Refund Statistics for Rejected Requests.

Page 112 of 121

• The system will redirect the user to “Refund Statistics for Rejected Requests” screen, which

contains statics charts for rejected requests.

Figure 97: Refund Statistics for Rejected Requests Screen.

Page 113 of 121

19 Documents
This feature from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows the user to access the information of the Documents, Sponsored, and the Family.

19.1 My Documents
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows to display and access user’s documents like passport.

• To access my document, follow the steps below: -

1. From the main screen, press on “My Documents”.

Figure 98: The Main Screen - Access to My Documents.

Page 114 of 121

• The system will redirect the user to “My Documents” screen, which displays different documents

related to the user.

Figure 99: My Documents Screen.

Page 115 of 121

19.2 My Sponsoreds
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows to display and access the user’s sponsoreds details.

• To access my sponsored, follow the steps below: -

1. From the main screen, press on “My Documents”.

Figure 100: The Main Screen - Access to My Documents.

Page 116 of 121

2. The system will redirect the user to “My Documents” screen, which displays different documents

related to the user, press on “My Sponsored”.

Figure 101: My Documents Screen - Access to My Sponsoreds.

Page 117 of 121

3. The system will redirect the user to “My Sponsored” screen, enter the sponsored name then press on

“Search” to display the details.

Figure 102: My Sponsored Screen.

Page 118 of 121

19.3 My Family
This service from the Smart Services system of the Federal Authority for Identity, Citizenship, Customs &

Port Security allows to display and access the user’s family members details.

• To access my sponsored, follow the steps below: -

1. From the main screen, press on “My Documents”.

Figure 103: The Main Screen - Access to My Documents.

Page 119 of 121

2. The system will redirect the user to “My Documents” screen, which displays different documents

related to the user, press on “My Family”.

Figure 104: My Documents Screen - Access to My Family.

Page 120 of 121

3. The system will redirect the user to “My Family” screen, enter the family member name then press on

“Search” to display the details.

Figure 105: Family Screen.

Page 121 of 121