BENGALURU: Technical glitches in Karnataka’s Anna Seve mobile application have left ration card beneficiaries struggling to complete their mandatory e-KYC process from home, forcing some to seek help at fair price shops without success.

The application, developed by the state Food and Civil Supplies Department in collaboration with the e-governance division, was introduced to simplify authentication and reduce the need for beneficiaries to visit ration shops. However, users have reported frequent buffering, screen freezes, login failures and timeouts that prevent them from completing the process.

Beneficiaries have also complained that the toll-free helpline established to address technical issues is not responding reliably.

Users report OTP and login problems

Beneficiaries using the Anna Seve app must also download the Aadhaar FaceRD and CSC applications to access the service.

The process requires users to enter their district, ration card number and mobile number linked to their card. An OTP is then expected to be generated to proceed with authentication.

However, users have reported that the application often displays error messages after several minutes of waiting. In some cases, the request reportedly times out before an OTP is received.

Even when an OTP is generated, some users claim that the app does not provide a designated field to enter the code, preventing them from completing the login process.

These difficulties have undermined the app’s intended purpose of making e-KYC more convenient for the public.

Fair price shop visits offer little relief

The technical problems have also created difficulties for beneficiaries who turn to fair price shops for assistance.

According to the report, some shopkeepers have asked beneficiaries to use the mobile application instead, citing their primary responsibility of distributing ration supplies.

This has left users caught between an application that does not function reliably and in-person assistance that may not be available at the shop.

The situation is particularly frustrating for people who depend on the public distribution system and need to complete authentication without repeated visits or delays.

More than 2.67 crore beneficiaries identified

The report states that Karnataka has more than 2.67 crore beneficiaries across approximately 98.57 lakh ration cards identified for pending e-KYC.

Under the process described in the report, ration card beneficiaries are required to complete e-KYC every five years.

Earlier, authentication was facilitated at fair price shops using biometric devices or iris scanners. However, persistent server problems and difficulties with fingerprint recognition reportedly affected the process, prompting the development of the Anna Seve application.

The app was initially introduced on a pilot basis in Bengaluru Urban, Bengaluru Rural, Udupi, Haveri, Karwar, Ballari, Bidar and Koppal districts before being expanded across Karnataka.

The statewide rollout was intended to make the process more accessible, but the reported technical failures have created fresh obstacles for users.

Helpline complaints add to frustration

Beneficiaries have also raised concerns about the toll-free helpline, 1967, which is intended to help address problems related to the service.

According to the report, callers have complained that their calls frequently go unanswered or disconnect automatically. This has made it difficult for users to obtain assistance when they encounter errors during registration or authentication.

Officials from the Food and Civil Supplies Department have acknowledged the technical issues and said that the defects have been identified. Rectification work is reportedly under way, with officials assuring beneficiaries that the problems will be resolved soon.

Officials promise corrective measures

The department’s immediate challenge is to make the application function reliably and ensure that beneficiaries can complete the process without unnecessary delays.

Resolving OTP generation and login errors, improving app stability and ensuring that the helpline responds to complaints will be important to restoring public confidence in the service.

The reported difficulties highlight the challenges of moving essential public services to digital platforms without dependable technical support. Until the issues are addressed, ration card beneficiaries may continue to face difficulties completing their e-KYC through the app.

Officials have assured users that corrective measures are in progress, but a timeline for resolving all the reported problems has not been specified.