Step 1: Identify exactly what is failing
Write down the exact screen, message or event: login/OTP, wrong mobile number, card not working, wrong printed data, annual validation, upload failure, referral issue, or claim problem. Take a screenshot before retrying. This prevents a card problem being wrongly treated as a claim or referral problem.
Step 2: For OTP or registered-mobile problems
Check that the mobile number belongs to the primary beneficiary/application and that SMS reception is working. ECHS has separate current procedures for changing a registered mobile number and for correcting a wrong mobile number entered during registration. Use the relevant procedure rather than repeatedly creating a new application.
If the registered number is no longer available, use the current Smart Card procedure or approach the Parent Polyclinic/official card-support route with identity and beneficiary details.
Step 3: For forgotten password or login failure
Use the official password-recovery option for the 64 KB Smart Card application. Do not create duplicate applications to bypass a login problem. If recovery still fails, contact the official card-support channel and quote the application/beneficiary details, but never send the password or OTP.
Step 4: For a faulty card or wrong data
First compare the data printed/stored on the card with the data in the online application. ECHS treats a faulty card differently from incorrect beneficiary data. If the online application is correct but the card differs, follow the faulty-card route through the Parent Polyclinic. If the application itself contains incorrect data, use the current Change in Data procedure.
Step 5: For blocked card or annual-validation trouble
Check whether the card was blocked for a specific action such as Change in Data or whether a dependant requires Annual Validation. Do not assume every blocked-card message means the card is defective. For dependants above the applicable age, complete the current annual-validation process and follow its rejection/escalation chain if verification fails.
Step 6: For upload or portal errors
Confirm file type/size shown by the live portal, use a clear scan, avoid special characters in filenames, and retry on a stable connection. Save a screenshot of the error and the time. If the portal itself is unavailable, do not repeatedly submit or pay; check the live ECHS notice and try again after service is restored.
Step 7: For referral or hospital errors
Check the referral date, beneficiary, speciality, hospital and procedure against the current referral rules. For a planned private-hospital visit, verify current empanelment. If an empanelled hospital demands cash, denies a bed, provides poor service or creates another treatment problem, inform the Director Regional Centre immediately.
Step 8: Escalate with evidence, not repeated messages
Keep the screenshot, application/request number, beneficiary details, Parent Polyclinic, date and a short chronology. Start with the authority responsible for that process. For card issues use the official card-support/Parent Polyclinic route; for hospital issues use the Director Regional Centre; for claim issues use the claim/Regional Centre route. ECHS does not publish one fixed disposal time for all error types.