In a significant move aimed at enhancing the spiritual experience of pilgrims, the Saudi authorities have introduced a toll-free helpline system and physical support desks at the two most revered Islamic sites — Masjid Al-Haram in Makkah and Masjid An-Nabawi in Madinah. The new service, launched by the Presidency of Religious Affairs, offers worshippers round-the-clock religious assistance and guidance on various rites and obligations tied to Umrah, Hajj, and daily prayers.
Pilgrims now have access to two dedicated telephone lines, 8001222100 and 8001222400, which they can dial at no cost. These lines are manned by a highly qualified team of more than 60 religious scholars, Islamic jurists, university lecturers, and judges, who respond in clear and simple terms to ensure that visitors can properly fulfil their religious duties without confusion. The goal is to make sure every worshipper is well-informed and spiritually confident during their sacred journey.
In addition to the helplines, Saudi Arabia has set up ten help desks within the Grand Mosque in Makkah, branded as “Positive Responders.” These counters are strategically located—five on the first floor and another five on the upper level—allowing for easy access across the mosque’s vast premises. At these stations, trained personnel are available to answer questions on a wide range of topics, including the step-by-step process of tawaf (circumambulation), sa’i (ritual walk between Safa and Marwah), and the correct manner of observing the five daily prayers.
Each of the help desks also features prominently displayed QR codes, which visitors can scan using their smartphones. These QR codes link to short, practical video guides and instructional materials, making it easier for non-Arabic speakers or first-time pilgrims to understand and perform the rituals with precision.
Authorities say the combined phone and physical guidance service will not only reduce anxiety among visitors but also help maintain a smooth flow of movement within the sacred areas, especially during peak periods such as Ramadan and the annual Hajj pilgrimage. By empowering pilgrims with correct information in real time, the Religious Affairs department aims to create a more organized and spiritually enriching environment for all.
The initiative is part of Saudi Arabia’s wider push to improve the pilgrim experience through accessible technology and human interaction. It reflects the Kingdom’s continued commitment to its role as the custodian of the Two Holy Mosques and a desire to ensure that every guest in the House of Allah can carry out their rites with confidence, clarity, and peace of mind.
