FAQs & Customer Support

If you are facing any problems, please read the FAQs below. You will find answers & solutions to most of the common questions.

If your problem is still unresolved, please email us at support[at]digitallocker[dot]gov[dot]in. Our support team will get back to you.



About DigiLocker

DigiLocker, the National Digital Locker System launched by Govt. of India, can be accessed at https://digilocker[dot]gov[dot]in and https://digitallocker[dot]gov[dot]in

Each resident’s DigiLocker account has the following sections:

  1. Dashboard – This section is the first page you see when you login and shows a summary of all your documents.
  2. Issued Documents – This section shows the URIs (links) of the documents or certificates issued to you by the Govt. department or other agencies participating in DigiLocker.
  3. Uploaded Documents – This section shows all the documents which are uploaded by you. You can update the document type, eSign and share these uploaded documents.
  4. Shared Documents – This sections shows the list of documents which you share with others (via email).
  5. Activity – This section is a log of the activities you performed in you DigiLocker account. The log included the details about the activities such as file upload, download, eSign etc.
  6. Issuers – This section lists the departments and agencies that are registered on DigiLocker as Issuers. If these departments have issued any document/certificate to you, it will appear in the form of a URI (link) in your Issued Documents section.

DigiLocker is aimed at the concept of paperless governance. It offers the following benefits:

  1. Citizens can access their digital documents anytime, anywhere and share it online. This is convenient and time saving.
  2. It reduces the administrative overhead of Government departments by minimizing the use of paper.
  3. Digital Locker makes it easier to validate the authenticity of documents as they are issued directly by the registered issuers.
  4. Self uploaded documents can be eSigned which is similar to the process of self-attestation.

DigiLocker is safe and secure to use. We are taking all precautionary measures to ensure your data is protected and uncompromised. Please find the list of security measures that have been implemented till now. This list will expand as more safety features get added.

  • Standard Practices: DigiLocker follows standard software development practices of uniform coding standards, guidelines and reviews. Every release is reviewed and tested internally for security and penetration vulnerabilities before getting deployed on our servers.
  • 256 Bit SSL Encryption: DigiLocker uses 256 bit secure socket layer (SSL) Encryption for information transmitted during any activity. Mobile Authentication based Sign Up: DigiLocker uses mobile authentication based signup via OTP (one time password) for authenticating users and allowing access to the platform.
  • Aadhaar Authentication based Issued Document Access: To receive issued documents from registered issuers, citizens need to authenticate themselves using Aadhaar's Biometric or Mobile OTP authentication service.
  • ISO 27001 certified Data Centre: The application is hosted in a ISO 27001 security certified data centre.
  • Data Redundancy: Data is backed up in secure environment with proper redundancy.
  • Timed Log Out: To protect citizen’s account from unauthorized access, our system is designed to terminate session automatically if extended inactivity is detected.
  • Security Audit: The DigiLocker application has been security audited by a recognized audit agency and the application security audit certificate has been obtained.
  • User Consent Based System: The data from DigiLocker is shared only with the citizen's explicit consent. All sharing and access activities are logged and conveyed to the citizen. Organizations that need access to citizens' certificates need to register on DigiLocker and seek explicit consent from the citizen.
UIDAI as an issuer of digital Aadhaar in DigiLocker

Digital Aadhaar in DigiLocker is the same as eAadhaar issued by UIDAI (https://eaadhaar.uidai.gov.in). DigiLocker has partnered with UIDAI to make it available automatically to its users when they link their DigiLocker account with Aadhaar.
The advantage of digital Aadhaar is that it can now be used in the same way as any other DigiLocker document.

Here are the steps to get eAadhaar in DigiLocker if you already have Aadhaar linked DigiLocker account:

  1. Login to DigiLocker with your credentials.
  2. Upon login to DigiLocker, you will see a dialog box with a message to get your eAadhaar.
  3. Click on “Click here” link. OTP box will appear in the dialog.
  4. You will receive an OTP on your mobile number linked to Aadhaar. Enter this OTP in the OTP box and click “Verify OTP” button.
  5. On successful validation of the OTP you will be redirected to “Issued Document” page where URI for eAadhaar will be listed.
  6. Click on “Save” icon next to Aadhaar Card on “Issued Document” page. Your eAadhaar will be saved to “Uploaded Document” section.
DigiLocker integration with Ministry of Road Transport and Highways (for Digital RC & DL)
DigiLocker has partnered with the Ministry of Road Transport and Highways for making available digital driving license & vehicle registration certificates to Indian citizens. Under this partnership, DigiLocker is now directly integrated with the National Register, which is the national database of driving license and vehicle registration data across the country. Henceforth, DigiLocker users will be able to access their digital RC & DL both on desktop computers and on mobile devices.

Benefits of this integration -

  • Paperless Services: Digital driving license and vehicle registration will minimize the use of physical documents.
  • Authentic Records: Citizens can share the authentic digital certificates directly from the data source with other departments as identity and address proof resulting in reduction of administrative overhead.
  • Spot Verification: The digital RC and DL in a DigiLocker account can be spot verified for authenticity either by validating the Digital Signature of MoRTH on the PDF copy of the document or by scanning the QR code on digital documents by using the QR scan facility on DigiLocker mobile app.

For getting the digital RC & DL, users should ensure their Aadhaar number is linkedwith their DigiLocker account. Once this is done, they can go to the "Pull Partner Documents" section, select the issuer & document type and enter the document details asked for. This will allow them to fetch their document from the MoRTH database. Once the document is fetched, users can save a permanent link (URI) to this digital document in their “Issued Documents” section for later reuse.
Please see this step by step demo for the process of getting the digital RC & DL
http://www.slideshare.net/digilocker_ind/how-users-can-get-their-digital-driving-license-vehicle-registration-from-digilocker-66061579

Citizens can get their Digital RC & DL on both desktop and on mobile devices (Android only at present, iOS coming soon!).

The digital RC & DL in DigiLocker is digitally signed by MoRTH. It is fetched in real-time directly from the National Register database and has a timestamp for record keeping purposes. This digital document is a legally valid document under the Indian IT Act 2000.
While fetching the MoRTH digital records in DigiLocker, your name in your Aadhaar card should match your name in the RC & DL database of the National Register. This ensures that only the rightful owner of the documents is able to fetch the digital DL & RC.
DigiLocker has integrated with the National Register, which is a central database maintained by the Ministry of Road Transport and Highways. If your DL or RC record does not exist in the National Register, DigiLocker will be unable to get it for you.
The QR code scanning facility in the DigiLocker mobile app only works with certain documents issued directly from registered issuers through DigiLocker. At present only the DigiLocker Digital RC & DL have this QR code feature working. It will not work for any other document.
This error can only be possible if your Aadhaar number is already registered with a DigiLocker account and now you have created a second DigiLocker account (using another mobile) and are trying to link the Aadhaar in this second account. We suggest you retrieve your credentials using Forgot Username/Password (using Aadhaar method) for the first account and continue using it.
CBSE Integration with DigiLocker as an Issuer
DigiLocker has partnered with CBSE for issuing digital mark sheets to 2016 Class XII students. Students who have registered their mobile number with CBSE would receive their DigiLocker account credentials through SMS, while those who don’t have their mobiles registered with CBSE would need to create a DigiLocker account with their mobile number, sync with their Aadhaar number and then pull their mark sheet from the CBSE databases. For step by step instructions on how to do this, please visit watch this demo: http://www.slideshare.net/digilocker_ind/how-cbse-students-can-get-their-digital-marksheets-from-digilocker

For logging into DigiLocker with the credentials sent by CBSE via SMS, please note that the password is in lower-case characters.

Your mother's first name in (lower case) should exactly match with the name written on your admit card. E.g. If your mother's name on your admit card is A Sharma and roll number is 1234567, your password will be a4567. If your mother’s name on your admit card is Sushmita Mahajan and your roll number is 1234567, your password will be sushmita4567.

Sign Up / Sign In

Signing up for DigiLocker is easy - all you need is your mobile number.

Your mobile number will be authenticated by sending an OTP (one-time password) followed by selecting a username & password. This will create your DigiLocker account.

After your DigiLocker account is successfully created, you can voluntarily provide your Aadhaar number (issued by UIDAI) to avail additional services.

OTP is a random one-time password generated by the UIDAI system and sent to your registered mobile number and email-id.
The OTP is valid for 30 mins only. If you enter the OTP after 30 mins, it will be rendered invalid and you will have to enter a fresh one.

For linking your DigiLocker account with Aadhaar, your mobile must be linked with your Aadhaar number. Please make sure this is actually the case.
To verify this, visit https://eaadhaar.uidai.gov.in/ and download your eAadhaar. You will be able to check the linked mobile number (last four digits) during this process.

For linking your mobile number with Aadhaar, you will have to visit your nearest Aadhaar enrolment center.
Please visit https://uidai.gov.in/update-your-aadhaar-data.html for the list of enrolment centers.
For registering with DigiLocker, please make sure you have correctly entered the 12 digit Aadhaar number that you received from UIDAI in the given text box.
While using DigiLocker, the OTP is sent instantaneously. Sometimes there may be temporary problems either on our servers (while generating/sending OTP) or in delivery of the SMS by your mobile service provider. We suggest you wait for few more minutes and try again.
This may sometimes happen due to technical issues on our servers or with the UIDAI service. Most likely it’s a temporary problem. Please try again after sometime.
To recover your username/password, please visit https://digitallocker.gov.in/index.php and use the Forgot Password/Forgot Username link.
The list of biometric devices currently supported by DigiLocker for capturing fingerprints is as below:
  1. Cogent CSD200
  2. Mantra MFS100
  3. Morpho MSO 1350E
  4. Morpho MSO 1350E2
  5. Morpho MSO 1300E
  6. Morpho MSO 300
  7. Morpho MSO 301
  8. Morpho MSO 350
  9. Morpho MSO 351
  10. SecuGen HU20
  11. Startek FM220
The information displayed in your Aadhaar profile in your DigiLocker account (like name, address, email, mobile etc) is for display purposes. This data is only fetched from UIDAI and it is not possible to make any changes to this data from DigiLocker. To make changes to your Aadhaar data, please visit your nearest Aadhaar enrolment center.

To find more about enrolment centers, visit https://uidai.gov.in/update-your-aadhaar-data.html

This may be because you have not yet linked your Aadhaar number with DigiLocker. Please try using alternate link for Non Aadhaar users.
Username once created in Digilocker cannot be changed in the current version of the application.
Yes, the mobile number used during the DigiLocker signup process can be updated. This option is available in the profile section (only while DigiLocker is not linked with Aadhaar).
No, it is not possible. You can register in DigiLocker using Indian mobile number only.
Documents
Issued documents are e-documents issued by various government agencies in electronic format directly from the original data source and the URI (link) of these documents is available in the issued documents section of DigiLocker. Whereas uploaded documents are those e-documents uploaded directly by the DigiLocker user.
There are two ways issued documents show up in DigiLocker -
  • Push (via Aadhaar) - This method works when the issuer database is seeded with the Aadhaar number of citizens. Once a registered issuer issues an e-document for a particular Aadhaar number (and the respective DigiLocker account already exists for that Aadhaar number), the URI for that document will be get pushed automatically into DigiLocker.
  • Pull (via search parameters) - This method is used when the issuer database does not contain the seeded Aadhaar number. For certain issuers which have a partnership with DigiLocker, citizens can log into DigiLocker and pull their record from the issuer database using some common search parameters. Once the record is fetched, a permanent link (URI) to it can be saved in the issued document section.
In both cases, the URI (link) is available in issued documents section and this link directly fetches the document in real-time from the original data source.

Issued Documents get pushed automatically (or pulled manually) into DigiLocker only if both of the following conditions are met (A) that issuer dept is integrated into DigiLocker as a registered issuer, and (B) the issuer has your digital document in its database. If either of these two conditions is not met, you will not see documents in your Issued Documents section. (N.B. DigiLocker is working with various government departments and agencies to digitize their records and integrate with it. This will happen progressively as time progresses. Our aim is to make available as many documents/certificates as possible).
On the other hand, you can anytime upload scanned versions of these documents (into the Uploaded Documents section) and eSign it. eSigning any document is similar to the process of self attestation. These uploaded or eSigned documents will not be verified by any Authority. They can be used in whichever way you want (and at your own risk/responsibility).

  1. Click the upload icon to start uploading a document. In the file upload dialog box, locate the file from your local drive and select 'open' to complete the uploading.
  2. To assign a document type to your uploaded file, click 'select doc type'. This will show a pop up with a drop down selection of various document types. Choose the appropriate document type and click 'save'.
  3. You can also edit the name of the file using the edit icon next to the filename.
File types that can be uploaded - pdf, jpeg & png.
A URI is a Uniform Resource Identifier generated by the issuer department, which is mandatory for every e-document of the DigiLocker system. This unique URI can be resolved to a full URL (Uniform Resource Locator) to access the actual document in its appropriate repository.
eSign
eSign service is an easy, efficient and secure way of digitally signing electronic documents. With this service, any Aadhaar holder can digitally sign an electronic document without having to obtain a physical digital signature dongle.
The signer is authenticated using Aadhaar eKYC services. You can use eSign service to digitally sign the self-uploaded documents in DigiLocker as a method of self attestation.
For more information on eSign, please visit the Controller of Certifying Authorities website at http://www[dot]cca[dot]gov[dot]in/cca/?q=eSign[dot]html
You can sign any document uploaded in your 'Uploaded Documents' section using eSign. DigiLocker currently allows pdf, jpeg and png files to be uploaded to your account. All eSigned files are available in the pdf format after signing.
This may happen if the trusted root certificate list in your Adobe Acrobat Reader is not up to date. For this, please install the latest version of Adobe Acrobat Reader by downloading it from - https://get[dot]adobe[dot]com/uk/reader/. Now open Adobe Acrobat Reader. Open Preferences dialog box by clicking 'Preferences' menu item in 'Edit' menu. Select 'Trust Manager' from 'Categories' list displayed on the left hand side. You will see 'Automatic Adobe Approved Trusted Certificates Updates' section on the right hand side in the Preferences box. Check 'Load trusted root certificates from an Adobe server' check box and click 'Update Now' button. This will update your trusted root certificate list. Now, restart Adobe Acrobat Reader and open your digitally signed document. Your digital signature should now appear as valid.
The OTP service is operated by UIDAI. Sometimes it takes a few minutes for the SMS to be received (depending on the load on UIDAI servers and your mobile operator’s network traffic).
Please wait for the OTP to be received. It is valid for 30 mins.
Digitally signed documents cannot be eSigned again in DigiLocker. This mean if you upload a DigiLocker issued (digitally signed) document, or any other external document which is already digitally signed, this cannot be eSigned.
Issuer / Requester
To start issuing documents into DigiLocker, your organization first needs to be registered with us. To know about the process of registration, please contact our customer support team. Your request will be forwarded to the DigiLocker on-boarding team and they’ll get back to you.
To become a requester, your organization needs to be registered with DigiLocker. Please contact our customer support team. Your request will be forwarded to the DigiLocker on-boarding team and they’ll get back to you.