Bus card recharge questions and answers
Everything below applies to our own top up bus card service in Abu Dhabi. If your question is not here, the support team answers it directly.
How do I top up my bus card through this website?
Open the top-up page, enter the 15 or 16 digit serial number printed on the back of your Hafilat card, choose an amount between AED 10 and AED 150 and leave a contact number. A manager confirms the request within 24 working hours and agrees the payment method with you.
How long does a hafilat recharge take to appear on the card?
Once the top-up is submitted, credit added online can take up to two hours to reach the card. The card only shows the new amount after it is read by a device, so tap it on a bus validator or on a sales and recharge machine.
Which payment methods do you accept?
Debit and credit cards issued in the United Arab Emirates, and bank transfer for company accounts. A manager agrees the method with you after the request is confirmed.
What are the fees and limits?
Our service fee is AED 3 per request and it is shown before you send the form. Top-ups run from AED 10 to AED 150 in steps of AED 5, and a card cannot hold more than AED 150 in total.
What if the payment went through but the balance did not arrive?
Wait the full two-hour window, then tap the card on a validator or a recharge machine. If the credit is still missing, send us the request reference from your confirmation message and we trace it on the same working day.
Is it safe to send my card serial number?
Yes — the serial number is the number used to add credit, not to spend it, which is why anyone can top up a card for a family member. The forms here ask for nothing more than that number and a contact detail.
Can I get my money back?
Yes, while the top-up has not been submitted yet. After it reaches the card the credit sits on the card and has to be used for travel. Full conditions are in our refund and cancellation policy.
How do I contact support?
By phone or WhatsApp on +971 54 318 7260, by email at billing@adrideload.org, or through the form on the contact page. The office answers Monday to Friday 09:00 – 18:00 and Saturday 10:00 – 14:00.
Which transport cards do you support?
Only the Hafilat smart card used on public buses in the Emirate of Abu Dhabi. We do not handle cards from other emirates or other transport systems.
Where can I use the card after a top-up?
On public bus services in Abu Dhabi city, Al Ain and Al Dhafra, including their suburbs. Intercity services are charged separately and are not covered by the city passes.