eGovPH App Errors and How to Fix Them

Try these first

1. 1

   1. Update eGovPH from Google Play, the App Store or AppGallery, and update your phone's system

2. 2

   2. Check that the app's developer is DICT eGovernment

   Delete any copy installed from a link.

3. 3

   3. Switch between mobile data and Wi-Fi

   A weak connection breaks the selfie and the Digital National ID.

4. 4

   4. Close the app completely and restart your phone

5. 5

   5. Free some storage space if your phone is almost full

6. 6

   6. If the app does not load for anyone, the service is probably down

   Try again later and check the official Facebook page: eGovPhilippines.

7. 7

   7. Still stuck?

   Email support@e.gov.ph with a short description and, for verification problems, a screen recording.

• OTP not arriving

  Cause: Wrong number, weak signal or a delayed SMS.

  Fix: Check the number you typed and your signal, then request a new code. Use only the newest one.

• Selfie or face check keeps failing

  Cause: Poor light, a moving phone, or following the head-turn prompts too fast.

  Fix: Face a window or lamp, hold the phone steady at eye level and follow each prompt slowly. Eyeglasses are accepted, according to the developer. If it still fails, email support@e.gov.ph with a screen recording.

• ID or passport not recognised during verification

  Cause: Glare, blur or a cut-off photo of the ID.

  Fix: Place the ID flat on a dark surface, avoid glare, and keep all four corners in the frame. For passport recognition problems, the developer asks users to email support@e.gov.ph with a screen recording.

• Digital National ID says "Verification Failed"

  Cause: Often an unstable connection during the check, or data that does not match your PhilSys record.

  Fix: Connect to stable internet and try again. If it keeps failing, PSA handles it by email. Full steps: Verification Failed.

• Details on the Digital National ID are wrong or old

  Cause: Your PhilSys record has not been updated.

  Fix: Update your data at a National ID registration center that offers updating. Do not register again. See PhilSys help.

• App closes on start or shows a blank screen

  Cause: An old app or phone version, or low storage.

  Fix: Update both, free up space, then restart the phone.

• Account unused for months

  Cause: Under the app's privacy terms, accounts inactive for more than six months get a notice and are archived after 30 days.

  Fix: Sign in and reactivate as the notice explains. Archived data is kept for one year; after that it is deleted.