Start with the correct support lane
For a new certificate or renewal, use the enquiry form and state the target portal. For a certificate already issued, keep the application reference and non-sensitive error wording available. For token loss or suspected compromise, contact the issuer promptly about revocation rather than continuing to test the device.
Before asking for technical help
- Confirm the certificate is not expired.
- Check that the operating system detects the USB token.
- Use the official token driver and portal signer utility.
- Confirm the certificate holder matches the portal profile.
- Restart the signer utility and browser after an approved update.
Information we will never request
Do not disclose OTPs, the USB-token PIN, private keys, full identity-document images or account passwords. We may ask for the portal name, certificate expiry, operating system and the non-sensitive text of an error. Screen sharing, if ever needed, should be deliberate, time-limited and controlled by the customer.
Useful official actions
Certificate download, video verification, challenge-code recovery, revocation and application tracking are completed through eMudhra’s official services. Our team can help identify the right official page without imitating its login or collecting its credentials.