Support Guide
Verified: 2026-05-28100% complete

DigiLocker not working

Verified: 2026-05-28% complete
Customer's problem
During KYC, the DigiLocker page is not loading or appears blank, and the customer is stuck on the Aadhaar step.
Quick fix
Wait 5 to 10 minutes and retry. Switch the internet connection (WiFi to mobile data or vice versa). Force-close and reopen the app.
❓ First ask

"Is the DigiLocker page loading at all, or is it completely blank? And are you on WiFi or mobile data right now?"

Steps — what to do

  1. Wait 5 to 10 minutes, then retry. DigiLocker is a government service (used to fetch Aadhaar and PAN) and is sometimes down.
  2. Switch the internet connection — if on WiFi, switch to mobile data; if on mobile data, switch to WiFi.
  3. The customer's DigiLocker account must be linked to Aadhaar. If it is not, ask them to set this up first at digilocker.gov.in.
  4. Force-close the app and reopen it, then retry the KYC step.
🗣️ Say this to the customer
DigiLocker is a government site and sometimes goes down briefly. Please wait 5 to 10 minutes and try again, switch your net between WiFi and mobile data, and fully close and reopen the app.
✅ Do
Let the customer enter their Aadhaar OTP on DigiLocker themselves. The app only fetches the documents.
⛔ Don't
Never ask the customer for their Aadhaar number, OTP, or DigiLocker password.
🔴 Escalate when

The government DigiLocker page showed success but the app did not move to the next step. Escalate to L2 — they will check the DigiLocker callback parameters and the KYC step state.

⚙️ Background (agent reference — do not read to customer)

Step 7 of KYC redirects the user to the government DigiLocker portal to fetch Aadhaar and PAN documents. This is an external service and can experience downtime or slowness. The app waits for a callback from DigiLocker to proceed.

⚠️ This is outside Perccent's control

DigiLocker outages are not controlled by Perccent. Before long troubleshooting, check the status at digilocker.gov.in.