What Does Ayushman Card eKYC Failed Mean?

Ayushman Card eKYC failure means that the beneficiary’s identity could not be successfully authenticated or accepted during the current verification attempt.

The failure may occur while:

• Logging in to the beneficiary portal or app
• Searching for the eligible family
• Selecting the beneficiary
• Matching Aadhaar with the PM-JAY record
• Receiving Aadhaar OTP
• Completing face authentication
• Completing fingerprint authentication
• Capturing the beneficiary photograph
• Submitting demographic information
• Waiting for official review or approval

Identify Which eKYC Stage Failed

Common Reasons Ayushman eKYC Fails

Other possible causes include:

• Wrong family member selected
• Incorrect Aadhaar number entered
• Aadhaar biometrics are locked
• Aadhaar number or UID is locked
• Aadhaar is already mapped to another beneficiary
• Duplicate family or beneficiary record
• Old or unclear Aadhaar photograph
• Camera permission denied
• Official app is outdated
• Face-authentication component is missing or outdated
• Weak internet connection
• Temporary PM-JAY or UIDAI server issue
• Too many repeated attempts
• Submitted photograph is not of the actual beneficiary
• Application requires manual review

Basic Checks Before Retrying eKYC

1. Confirm that you are using the official portal or Ayushman App.
2. Select the correct state.
3. Select the correct PM-JAY or state scheme.
4. Search for the existing eligible family.
5. Open the complete family record.
6. Select the correct beneficiary.
7. Compare the beneficiary name with Aadhaar.
8. Compare age, gender and family relationship.
9. Check the Aadhaar number carefully.
10. Check whether Aadhaar is already linked with another record.
11. Use a stable mobile-data or Wi-Fi connection.
12. Update the official Ayushman App.
13. Restart the mobile phone.
14. Allow required camera permissions.
15. Wait before making another authentication attempt.

How to Retry eKYC Through the Beneficiary Portal

1. Open the official beneficiary portal at beneficiary.nha.gov.in.
2. Select beneficiary login.
3. Enter an active mobile number.
4. Complete the captcha or security verification.
5. Request and enter the login OTP.
6. Select the correct state.
7. Select the applicable scheme.
8. Search using Aadhaar, Family ID, PM-JAY ID or another option.
9. Open the matching family record.
10. Select the correct beneficiary.
11. Review the current eKYC status.
12. Select card creation or Redo eKYC where displayed.
13. Select an available authentication method.
14. Complete Aadhaar OTP, face or authorised biometric verification.
15. Capture a clear beneficiary photograph where required.
16. Review every demographic field.
17. Submit the request.
18. Save the acknowledgement or reference number.
19. Check the updated status before submitting again.

How to Retry Through the Ayushman App

1. Install or update the official Ayushman App.
2. Confirm that the developer is the National Health Authority.
3. Open the app and select beneficiary login.
4. Enter an active mobile number.
5. Complete the login OTP.
6. Select the correct state and scheme.
7. Search for the eligible family.
8. Select the correct beneficiary.
9. Check whether eKYC Pending or Redo eKYC is displayed.
10. Select the available authentication method.
11. Allow camera permission where face verification is used.
12. Complete identity authentication.
13. Capture the live photograph where required.
14. Review the information carefully.
15. Submit the request.
16. Check the result before making another attempt.

What to Do When Login OTP Is Not Received

The mobile OTP used to enter the beneficiary portal or app is different from Aadhaar authentication OTP.

1. Check that the mobile number was entered correctly.
2. Check the mobile network signal.
3. Confirm that the SIM can receive ordinary SMS messages.
4. Check blocked-message and spam settings.
5. Wait before requesting another OTP.
6. Do not press the OTP button repeatedly.
7. Restart the app or refresh the official portal.
8. Try another browser where appropriate.
9. Clear the app cache without deleting important saved information.
10. Try again when the official service is less busy.

What to Do When Aadhaar OTP Fails

Aadhaar OTP is generally sent to the mobile number registered with UIDAI, which may be different from the number used to log in to the Ayushman App.

Common Aadhaar OTP problems include:

• Old Aadhaar-linked mobile number
• Lost or inactive SIM
• No mobile registered with Aadhaar
• Incorrect Aadhaar number
• Delayed OTP
• Expired OTP
• Wrong OTP entered
• Too many repeated requests
• Temporary UIDAI authentication problem

Recommended action

1. Confirm the Aadhaar number.
2. Check the masked mobile information where displayed.
3. Confirm access to the Aadhaar-registered mobile.
4. Request a fresh OTP after waiting.
5. Enter the latest OTP only once.
6. Check whether face authentication is available.
7. Check whether fingerprint authentication is available.
8. Update the Aadhaar mobile through UIDAI when the old number is unavailable.

How to Fix Ayushman Face Authentication Failed

Face authentication compares the live beneficiary with Aadhaar identity information. It should be completed by the actual beneficiary.

Before retrying

• Update the official Ayushman App
• Update the official face-authentication component where required
• Allow camera permission
• Clean the front camera
• Use bright and even lighting
• Avoid strong light behind the beneficiary
• Keep the full face inside the frame
• Keep eyes open and use a neutral expression
• Remove unnecessary face coverings
• Keep the mobile steady
• Ensure the correct beneficiary is selected
• Check whether Aadhaar biometrics are locked

Step-by-step retry

1. Open the correct beneficiary record.
2. Select Redo eKYC or card creation.
3. Select face authentication.
4. Allow the official app to use the camera.
5. Position the beneficiary directly in front of the camera.
6. Keep the entire face visible.
7. Follow blinking or movement instructions.
8. Do not move until the capture completes.
9. Wait for the official result.
10. Do not immediately repeat many times after failure.

How to Fix Fingerprint Authentication Failed

Fingerprint failure may be caused by finger condition, scanner condition, biometric lock or outdated Aadhaar biometrics.

1. Confirm that the operator uses a registered biometric device.
2. Check that the correct Aadhaar number was entered.
3. Clean the fingerprint scanner.
4. Clean and dry the beneficiary’s finger.
5. Place the finger flat and correctly.
6. Apply normal, steady pressure.
7. Try another finger.
8. Check whether Aadhaar biometrics are locked.
9. Ask whether face authentication is available.
10. Visit an Aadhaar update centre when repeated failures continue.

Fingerprint problems are more common for:

• Elderly beneficiaries
• Manual workers
• People with dry or damaged fingers
• People whose biometrics were recorded many years ago
• Children whose mandatory biometric update is pending

What If Aadhaar Biometrics Are Locked?

When Aadhaar biometrics are locked, fingerprint, iris and face-based authentication may not work until the holder temporarily unlocks or disables the biometric lock through an official UIDAI service.

1. Open the official MyAadhaar website or mAadhaar service.
2. Find the biometric lock or unlock option.
3. Complete the required UIDAI authentication.
4. Temporarily unlock biometrics.
5. Return to the official Ayushman eKYC process.
6. Complete face or fingerprint authentication.
7. Lock the biometrics again after use when desired.

What If Aadhaar Number Is Locked or Shown as Invalid?

Aadhaar-number locking and biometric locking are separate security features. A locked Aadhaar number may require UID unlock through the official UIDAI process before authentication.

Check:

• Whether the Aadhaar number was entered correctly
• Whether the Aadhaar number is valid
• Whether UID locking was enabled
• Whether a Virtual ID is required
• Whether the beneficiary record contains another Aadhaar
• Whether the card belongs to the correct person

How to Fix Name, Age or Gender Mismatch

Demographic differences can prevent Aadhaar from matching the selected PM-JAY beneficiary.

1. Identify which record contains the error.
2. Correct Aadhaar through UIDAI when Aadhaar is incorrect.
3. Correct the state Family ID through the appropriate department when required.
4. Use PM-JAY correction or Redo eKYC when the beneficiary record is incorrect.
5. Carry supporting documents.
6. Check the correction status before retrying eKYC.

What If the Wrong Beneficiary Was Selected?

Similar names inside a family may cause the operator or applicant to select the wrong person.

Warning signs include:

• Displayed age does not match
• Gender is different
• Relationship is incorrect
• Existing photograph belongs to another person
• Aadhaar is already linked with another family member
• Authentication repeatedly fails despite correct Aadhaar

Recommended action

1. Stop the current eKYC attempt.
2. Return to the complete family list.
3. Check every person with a similar name.
4. Compare age, gender and relationship.
5. Select the correct beneficiary.
6. Use the correct beneficiary’s Aadhaar and authentication.
7. Report any incorrect mapping already submitted.

What If Aadhaar Is Already Linked With Another Beneficiary?

The message may indicate an existing generated card, a duplicate record, a wrong family-member selection or an earlier Aadhaar mapping.

1. Search using the Aadhaar number.
2. Search using PM-JAY ID.
3. Search using Family ID.
4. Check every household member.
5. Check whether an Ayushman Card was previously generated.
6. Check whether the beneficiary appears in another family.
7. Ask an authorised operator to review the existing mapping.
8. Save a screenshot of the error.
9. Register a grievance if the Aadhaar is linked with the wrong person.

How to Fix Beneficiary Photograph Capture Problems

The photograph used during card creation should clearly show the actual beneficiary.

• Clean the camera lens
• Use sufficient front lighting
• Avoid a bright window behind the person
• Use a plain background where possible
• Keep the entire face visible
• Keep the image in focus
• Do not use filters or beauty effects
• Do not upload an old photograph of another person
• Confirm that the correct beneficiary is selected

What If the App, Portal or Server Is Not Working?

A temporary technical problem may display an error even when the beneficiary information is correct.

1. Check the internet connection.
2. Switch between mobile data and trusted Wi-Fi.
3. Close and reopen the official app.
4. Update the app from the official store.
5. Restart the phone.
6. Clear the app cache where appropriate.
7. Try another supported browser for the portal.
8. Wait before making another attempt.
9. Check whether other users are facing the same official service issue.
10. Use an authorised operator when the problem continues.

How to Complete Ayushman Card Redo eKYC

Redo eKYC allows fresh beneficiary authentication when the existing verification needs to be repeated or corrected.

1. Open the official beneficiary portal or Ayushman App.
2. Log in using an active mobile number.
3. Select the correct state and scheme.
4. Search for the existing family.
5. Open the correct beneficiary.
6. Select Redo eKYC where displayed.
7. Review the current beneficiary details.
8. Select Aadhaar OTP, face or authorised biometric authentication.
9. Complete the selected verification method.
10. Capture a current photograph where required.
11. Review name, age, gender, address and relationship.
12. Submit the request.
13. Save the acknowledgement.
14. Check the updated status.
15. Download the card after approval and generation.

Get eKYC Help at an Authorised Centre

An authorised operator may help when self-service face, OTP or demographic verification repeatedly fails.

Assistance may be available at:

• An authorised Common Service Centre
• A PM-JAY beneficiary facilitation centre
• A State Health Agency help point
• An authorised enrolment camp
• An empanelled hospital’s Ayushman help desk

1. Call before visiting.
2. Confirm that Ayushman eKYC service is available.
3. Carry the beneficiary’s Aadhaar and family documents.
4. Carry the active mobile phone.
5. Keep the actual beneficiary present.
6. Show the exact error message or screenshot.
7. Ask the operator to find the existing beneficiary.
8. Confirm the correct family member.
9. Complete only the official authentication method.
10. Review every detail before submission.
11. Collect an acknowledgement and payment receipt.
12. Collect all original documents before leaving.

Get Help at an Empanelled Hospital

An Arogya Mitra at an empanelled hospital may assist with supported beneficiary verification and hospital-level Ayushman processes.

1. Visit the hospital’s Ayushman help desk.
2. Show the existing Ayushman Card or PM-JAY ID.
3. Provide Aadhaar or another accepted identity document.
4. Explain the eKYC error.
5. Ask the representative to find the existing beneficiary.
6. Confirm the correct family member.
7. Ask which authentication method is available.
8. Ask whether Redo eKYC is required.
9. Request the exact system message when verification fails.

Documents Required to Fix eKYC Failure

Ayushman eKYC Status Meanings

Exact labels may vary by portal, app, state and current software version.

What to Do When Ayushman eKYC Is Rejected

Do not submit the same incorrect information again without checking the rejection reason.

1. Open the rejected beneficiary record.
2. Note the exact reason displayed.
3. Save a screenshot.
4. Compare Aadhaar and PM-JAY information.
5. Check whether the wrong beneficiary was selected.
6. Check whether Aadhaar is already linked elsewhere.
7. Correct Aadhaar through UIDAI when Aadhaar is inaccurate.
8. Correct the family record through the relevant authority when required.
9. Use Redo eKYC after the correction is completed.
10. Visit an authorised operator when self-service remains unavailable.
11. Register a grievance when a correct request is repeatedly rejected.

Ayushman eKYC Failure for Children

A child’s verification may fail because of missing Aadhaar, outdated child biometrics, a pending mandatory biometric update or an incomplete family record.

Check:

• Whether the child appears in the eligible family
• Whether the child has Aadhaar
• Whether the Aadhaar photograph is current
• Whether mandatory biometric update is pending
• Whether the child’s birth date matches
• Whether the parent relationship is correct
• Whether a birth certificate is available
• Whether a child-specific state process applies

eKYC Failure for Senior Citizens

Senior citizens may face difficulties with Aadhaar OTP, old photographs, face matching or worn fingerprints.

1. Confirm the senior’s Aadhaar number.
2. Check whether the mobile registered with Aadhaar is accessible.
3. Try face authentication in good lighting.
4. Try more than one finger through an authorised operator.
5. Check whether biometrics are locked.
6. Update Aadhaar biometrics when repeated failures continue.
7. Carry an alternative government photo ID.
8. Ask the hospital or State Health Agency about exception handling.
9. Register a grievance if genuine verification is wrongly denied.

How to Download the Card After eKYC Approval

1. Open the official beneficiary portal or Ayushman App.
2. Log in using an active mobile number.
3. Select the correct state and scheme.
4. Search for the beneficiary.
5. Confirm that the status shows Card Generated.
6. Select the download option.
7. Complete authentication where requested.
8. Download the official card file.
9. Review the name, photograph and beneficiary ID.
10. Save a secure digital copy.
11. Print a clear copy when required.

Can You Receive Hospital Treatment While eKYC Is Pending?

The hospital must verify the beneficiary before processing an applicable PM-JAY treatment package. A pending or failed eKYC may delay beneficiary verification.

At the hospital:

1. Go to the Ayushman or PM-JAY help desk.
2. Show the existing card or PM-JAY ID.
3. Provide Aadhaar or another accepted identity document.
4. Explain the eKYC problem.
5. Ask the Arogya Mitra to locate the beneficiary.
6. Ask whether hospital-level authentication is available.
7. Ask whether Redo eKYC can be completed.
8. Ask whether another approved identity method applies.
9. Request the exact reason if treatment processing cannot continue.

Ayushman eKYC Complaint and Official Helpline

Contact official support when the correct beneficiary repeatedly fails authentication, Aadhaar is linked with the wrong person, an operator misuses documents or a valid correction remains unresolved.

Keep the following information ready:

• Beneficiary’s full name
• State and district
• Ayushman Card or PM-JAY ID
• Family ID, where available
• Last four Aadhaar digits where appropriate
• Authentication method attempted
• Exact error message
• Date and time of failed attempt
• Name of CSC or hospital involved
• Screenshot or acknowledgement
• Previous complaint or reference number

eKYC Security and Scam Warning

• Do not share an Aadhaar OTP with an unknown caller
• Do not use another person’s Aadhaar
• Do not use another person’s face or fingerprint
• Do not install an unofficial Ayushman APK
• Do not upload documents to an unknown website
• Do not pay for guaranteed eKYC approval
• Do not pay to increase ₹5 lakh coverage
• Do not create a duplicate beneficiary record
• Do not submit edited or false identity documents
• Do not leave original documents permanently with an operator
• Do not allow remote-screen access to an unknown person
• Do not share an ATM PIN, UPI PIN, CVV or banking password
• Do not believe promises of direct ₹5 lakh bank transfer
• Do not publicly post the full Aadhaar or Ayushman Card

Frequently Asked Questions

Final Words

Ayushman Card eKYC failure can occur at the login, beneficiary-selection, Aadhaar authentication, photograph-capture or approval stage. Note the exact error instead of repeatedly submitting the same information.

Confirm the correct beneficiary, compare Aadhaar and family details and use the appropriate OTP, face or fingerprint solution. Unlock Aadhaar biometrics when necessary and update Aadhaar information through UIDAI when demographic or biometric details are outdated.

Use Redo eKYC through the official portal, Ayushman App, authorised CSC or empanelled hospital help desk. Never use another person’s identity or pay an agent who promises guaranteed approval, increased coverage or a direct ₹5 lakh payment.