Troubleshooting & FAQ

Answers to the questions members ask most — PINs, sign-in, family, documents and billing.

Vault PIN

I forgot my Vault PIN.

Choose Forgot PIN? on the unlock screen and enter your recovery code, then set a new PIN. If you've joined someone else's family, ask the family owner for the PIN instead. See Forgot your PIN?

Can support reset my PIN or read my records?

No. Your records are encrypted on your device with your PIN, and ArogyaKosha never has the PIN or the key. That's what keeps your records private — but it also means only your PIN or recovery code can open them.

Why does the web portal keep asking for my PIN?

For safety it locks after 15 minutes without activity, and each new browser tab needs unlocking. Your data is fine — just enter the PIN again.

It says “Vault Not Set Up Yet”.

You've joined a family whose owner hasn't created the family PIN yet. Ask them to open ArogyaKosha and set it up, then select Check Again.

I forgot my password.

Contact support from your registered email address and we'll help you reset it. If you normally use Continue with Google, you don't have a separate password. Resetting your password doesn't affect your Vault PIN or your records.

It says “Too many failed attempts”.

After 5 wrong passwords the account is paused for 15 minutes. Wait, then try again carefully.

The app says I must update.

An important update is required to keep your records working correctly. Tap Update Now to open Google Play, install the update, and open the app again.

Records & documents

I added something under the wrong person.

For a document, edit it and change who it belongs to. For a single record in the app, open it and use Move to another member. Then check the active member bar before adding more.

AI auto-fill got a detail wrong.

Correct it before saving, or edit the record afterwards. AI auto-fill is a starting point — always check what it filled in, especially for handwritten prescriptions.

My upload fails.

Check the file is a PDF, JPG, PNG or WEBP within the size limit shown on the upload screen, and that your family has storage left (Profile → Storage). Very large photos can be shrunk or saved as a PDF first.

Where did my lab report go?

An uploaded lab report is under Documents. Its individual results appear in Lab Reports only once they've been recorded — by AI auto-fill, or with Add results. See Uploaded reports without results.

Can I use ArogyaKosha offline?

The Android app saves some changes offline and syncs them when you reconnect. The web portal needs a connection.

Family

The invitation link doesn't work.

Links expire after 48 hours and work only once. Ask the family to cancel it and send a new one, and make sure you sign up with the exact email address it was sent to.

I can't add another person.

Your family has reached its plan's limit — 4 people on the trial and Basic, 6 on Pro. Upgrade to Pro, or remove someone who no longer needs to be there.

Billing

Why is GST added to the price?

Yes. Prices are shown before GST, and GST is added at checkout. Your invoice shows the plan price, the GST and the total separately. See Payment history & GST invoices.

My payment failed but money was deducted.

Banks usually reverse failed UPI or card payments automatically within a few working days. If your plan isn't active and the money hasn't come back, contact support with the date, amount and any transaction ID.

Still stuck?

Contact support — we're happy to help. Never include your Vault PIN or recovery code in a message. For complaints about the service or about how we handle your data, contact our Grievance Officer, whose details are in the Privacy Policy.