Why am I unable to download NEHS health card
Welcome to NEHS Hospitals updates. Since the new scheme went live, thousands of Telangana government employees and pensioners have been stuck at the same place: the health card simply refuses to download.
The good news is that most of these problems fall into a handful of patterns. Once you know which pattern matches your error, the fix is usually one visit or one letter away. Some pensioners have also reported in recent weeks that their cards are now opening, so it is worth trying again if you gave up earlier. This guide walks you through each case in plain language.
Why am I unable to download NEHS health card
Quick Summary / Key Takeaways
- Employees log in with their Employee ID; pensioners log in with their PPO ID.
- Get your ID and mobile number checked with your DDO/STO before you try. The official FAQ advises this to avoid download problems.
- Most errors ("Contact DDO/STO", "Mobile number not updated", "No records found") are solved by getting your record corrected at your DDO/STO office.
- The OTP goes only to the mobile number stored in the NEHS system, not necessarily the one you use today.
- Employees whose salary is not paid through IFMIS are currently reported to be unable to download the card.
- After your record is corrected, log in fresh and try again.
Table of Contents
- 1. Who Can Download and What You Need
- 2. What the Official FAQ Says
- 3. Pensioners: Getting Your ID Right
- 4. Step-by-Step: Downloading With the OTP Option
- 5. Error Messages Explained
- 6. Why Old Data Is Causing Trouble
- 7. Missing Dependents and Outdated Details
- 8. Preparing for Your DDO/STO Visit (with Sample Request)
- 9. Hospital Network Phases
- 10. Quick Troubleshooting Matrix
- 11. Frequently Asked Questions
- 12. Official Helpdesk & Useful Links
Who Can Download and What You Need
The health card is available from the NEHS login page for both serving employees and pensioners. The difference is only in the ID you type in:
- Serving employees: your Employee ID.
- Pensioners: your PPO ID.
Keep your registered mobile number handy too, because the OTP option depends on it. You will also need a phone, tablet or computer with a working internet connection.
One more condition has been widely reported: employees whose salaries are not paid through IFMIS are, for now, not able to get the card. Even employees who are on IFMIS and updated their details before the June 8 cut-off have reported blocks, so this is not the only reason for failure.
What the Official FAQ Says
The Employees Health Care Trust has released a short FAQ on health card downloads. Its message is simple: the portal can only show what is saved in the NEHS system, so most problems have to be fixed at the office that keeps your record. In short:
- Take these issues to your DDO/STO: the "Contact DDO/STO" message, department-specific cards not being generated, "Mobile number is not updated", wrong employee or pensioner details, OTP problems, and "No records found for this card".
- The OTP needs a registered mobile number. Without one saved in the system, the OTP method cannot work.
- After your office updates the details, log in to the portal again and retry the download.
- Check in advance. Employees and pensioners are asked to make sure their ID and registered mobile number are correct in the system through the DDO/STO, so that the download does not fail later.
Two things are worth noting. This FAQ does not talk about the "User Not Found" or "No members found" messages, so those are covered below as user reports. And it does not give a time limit for corrections, so keep your acknowledgement copy when you submit a request.
Pensioners: Getting Your ID Right
Many pensioners get stuck at the very first screen, so check the points below before you go to any office:
- Which ID to use: the official FAQ says pensioners should enter their PPO ID.
- Type it carefully: no spaces, no missing digits, and no extra characters at the start or end.
- User type: on the login screen, choose Pensioner before you enter the ID.
There is one more thing some readers mention. Your old EHS health card has a number next to "Pensioner ID No" that begins with the letter P, and a few pensioners say the card opened for them when they used that number. This is a user report and not part of the official FAQ, so try it only if your PPO ID is not accepted.
If you are not sure which ID is saved for you, ask your STO office to confirm it.
Step-by-Step: Downloading With the OTP Option
- Open the employee/pensioner login page of the official NEHS portal: nehs.telangana.gov.in/employeelogin.
- Switch to the OTP Login tab instead of typing a password.
- Select your user type: Employee or Pensioner.
- Enter your Employee ID (or your PPO ID if you are a pensioner) and tap Get OTP.
- Wait for the SMS on the mobile number saved in the NEHS system and type the code in. The SMS can take a minute or two when the server is busy.
- Once you are in, check the card carefully: your name, photo, ID, QR code and the names of your spouse and other dependents should all be correct.
- If everything looks right, download the card (and any department-specific cards shown for you) and save a PDF copy on your phone.
Tip: Keep the OTP screen open and do not refresh it while waiting. Refreshing can trigger a fresh code and make the earlier one invalid.
Error Messages Explained
Every message below points to a data problem on the record side, not a fault in your phone or browser. That is why reinstalling apps or switching browsers rarely helps.
"Complete your profile... concerned DDO/STO" (Contact DDO/STO message)
This is the message most people are seeing right now. After you enter your ID and tap Get OTP on the OTP Login tab, the portal stops at the first step and shows a red notice asking you to complete your profile with your concerned DDO/STO before the health card can be issued.
The notice as it appears on the OTP Login screen (ID hidden for privacy).
In simple words, the portal is telling you that something in your record is incomplete or needs checking. It is not a browser or phone problem, so repeating the attempt will give the same result. Employees should go to their DDO (Drawing and Disbursing Officer); pensioners should go to their STO (Sub-Treasury Officer). Ask them to verify your ID details, mobile number and family details, and to update whatever is missing.
Once your office confirms the update, return to the login page, use the Reset button to clear the form, enter your ID again and request a fresh OTP.
"User Not Found"
This message is mostly seen by pensioners. It means the portal could not match the ID you typed with any record. It is not listed in the official FAQ, so what follows comes from user reports. There are two common reasons:
- The ID was typed the wrong way, for example with a space, a missing digit or the wrong user type selected. Go back to getting your ID right and try once more.
- Your record is not active on the new portal yet, even though the EHS contribution is being cut from your pension.
If the message does not go away after you have typed the ID correctly, visit your STO office and carry your latest pension slip or statement that shows the EHS deduction. Ask them to verify your ID and details in the NEHS system.
Some readers say two other routes have helped them: calling the 104 health helpline to ask about the status of their record, and applying for an EHS data correction or mobile number update at a MeeSeva centre. The official FAQ only names the DDO/STO, and we have not been able to confirm these two as official steps. Treat your STO office as the main route and use these only as extra options.
"Mobile number is not updated"
No usable mobile number is stored against your ID, so the OTP has nowhere to go. Ask your DDO/STO to add or replace the number in the NEHS system.
OTP not received
If you see no error but the SMS never arrives, first check that your phone has network signal and wait for two minutes. If it still does not come, the stored number is most likely an old one. This happens often with people who first registered years ago and have since changed SIM cards.
"No records found" / 404 error
This means your ID could not be matched with any card record in the new database. It is most commonly reported by recently recruited employees. The official FAQ lists this too, and the fix is the same: get your record verified at your DDO/STO office. The exact wording on screen can differ a little.
"No members found"
A few pensioners say they can log in, but the screen shows that no members were found and the card does not open. This most likely means the family details are missing against the ID. Ask your STO to check the list of members linked to your record.
Portal not opening, or only "Hospital Login" is visible
In the first weeks after the launch, many users saw error pages such as 401 or 404, or found only the hospital login on the page. More recent reports say the login is working better now. If the page does not load for you, try again later in the day before you decide that something is wrong with your record.
Department-specific cards not generated
Some employees see the main card but not the extra card linked to their department. That too is a record-verification issue, so raise it with the same office.
Why Old Data Is Causing Trouble
When the updated portal and scheme were rolled out on July 17, the records that already existed under the earlier EHS card system were carried over into the new setup. Based on what employees have reported since then, this explains two very common situations:
- Recent recruits hit "no record" errors: many people who joined in the last six years never applied for the older card, so there was nothing to carry over for them, even though they updated their IFMIS details in June.
- Old phone numbers block the OTP: people who registered long ago still have their earlier number attached to the record, so the code goes to a SIM they no longer use.
Please treat this section as an explanation drawn from user reports and observation, not an official statement. The official guidance for every one of these cases is the same: get your details corrected through your DDO/STO.
Missing Dependents and Outdated Details
Some people manage to download the card, only to find that it shows stale information:
- An old photograph or a previous address appears instead of the one recently updated in IFMIS.
- Only the family members added years ago are listed, for example a spouse and one child.
- A newborn child or a newly added dependent is missing, because the older list was copied across as it stood.
- The main member's card downloads, but the spouse's card is not shown. Many pensioners have asked about this.
What to do: before you need hospital treatment, check every name on the downloaded card. If a dependent is missing, submit a written correction request to your department's nodal officer or DDO (pensioners can approach the STO) and keep a receipt or acknowledgement copy.
Preparing for Your DDO/STO Visit
A visit goes much faster when you arrive with the right papers. Carry the following:
- Your Employee ID or PPO ID (written down or in a photo).
- A screenshot of the exact error you see on the portal.
- The mobile number you want registered, plus a recent payslip or pension slip.
- Details of any dependents that are missing or wrongly shown, with ID proof if asked.
A short written request also helps, because it gives you something to follow up on. You can adapt this sample:
To,
The Drawing & Disbursing Officer / Sub-Treasury Officer,
[Office name]
Subject: Request to update details in the NEHS system for health card download
Respected Sir/Madam, I am unable to download my NEHS health card. The portal shows the following message: [write the error]. My Employee ID / PPO ID is [ID]. Kindly verify my record and update [mobile number / dependents / other details] in the NEHS system so that I can download my card. Thanking you.
Yours faithfully,
[Name, designation, phone number, date]
Once your office confirms the update, log in again on the NEHS portal and retry the download. If the OTP still fails after the correction, go back with your acknowledgement copy and ask them to recheck.
Hospital Network Phases (354 & 532 Hospitals)
Having the card in hand does not always mean smooth treatment. Some beneficiaries have reported that a few empanelled hospitals were slow to recognise the card. It helps to know how big the network is and how it was switched on.
The overall picture: when the scheme started on July 17, the government spoke of a network of about 1,000 hospitals, made up of around 886 private hospitals and 114 government hospitals.
The two rounds: as reported by beneficiaries, the private hospitals were switched on in two rounds.
- Phase 1: 354 hospitals, said to be active from July 17.
- Phase 2: 532 hospitals, said to be active from July 31.
If you add the two numbers, you get 886. That is exactly the reported number of private hospitals, so the two rounds together seem to make up the private network. We could not find an official notice that states these dates, so please treat the timeline as reported and not officially confirmed.
The numbers keep moving: a recent news report still speaks of 354 private hospitals as empanelled, and says more hospitals have been brought in through a separate route called deemed empanelment. The same report says officials have been asked to talk to hospital managements so that beneficiaries actually receive service, and to speed up the issue of health cards. So do not be surprised if different websites show different totals.
The official Network Hospitals Directory, run by the Employees Health Care Trust, is the place to check a hospital. The list does not mark which round a hospital belongs to. So if a hospital refuses your card, you cannot tell from the list whether the cause is the rollout stage, a rate issue or a verification gap.
Before you go to a hospital:
- Look up the hospital's name in the official directory.
- Call the hospital's insurance or scheme desk and ask whether they are accepting NEHS cards right now, and whether your treatment or speciality is available there.
- Ask which documents they need and whether pre-authorisation is required for your treatment.
- Carry your card, your ID proof and, if you have it, a printed copy of the hospital's empanelment status.
The PDF on your phone, with its QR code, is meant to be enough for the hospital desk to check your details. Still, keep a colour printout of the card in your bag as a back-up, in case the phone battery or the network lets you down at the counter.
Quick Troubleshooting Matrix
| Issue Parameter | Primary Reason | Resolution Path |
|---|---|---|
| Contact DDO/STO message | Record needs verification or correction at the maintaining office. | Visit your DDO (employees) or STO (pensioners), get details corrected, retry. |
| User Not Found | ID typed wrongly, wrong user type chosen, or record not active on the new portal (user reports). | Retype the ID without spaces. If it still fails, visit your STO with a recent pension slip. |
| Mobile number not updated | No valid number saved in the NEHS system. | Ask DDO/STO to register your current mobile number. |
| OTP not received | Saved number is old, wrong or inactive. | Get the number replaced through DDO/STO, then request a fresh OTP. |
| No records found / 404 | Your ID is not mapped to a card record, common for recent recruits. | Ask DDO to verify the record; wait for database updates if advised. |
| No members found | Family details are probably missing against your ID. | Ask DDO/STO to check the members linked to your record. |
| Department card missing | Department-linked details are incomplete. | Request verification and updation at your DDO/STO office. |
| Missing dependents | Older family list was carried over without updates. | Submit a written correction request and keep the acknowledgement. |
Frequently Asked Questions
Can I download the card without a registered mobile number?
The OTP method needs a working registered number, so it will not work without one. Get a number added through your DDO/STO first.
Do pensioners face the same errors?
Yes, pensioners can see the same "Contact DDO/STO" message when entering their PPO ID. The remedy is the same: approach the STO and ask for verification.
Which ID should pensioners use?
The official FAQ says to use your PPO ID. Some readers report that the number starting with the letter P on the old health card (shown as "Pensioner ID No") worked for them, but that is not an official instruction. If you are unsure, ask your STO office to confirm the ID saved for you.
What does "User Not Found" mean?
The portal could not match your ID with a record. First check the ID for typing mistakes and make sure you selected the right user type. If it still shows, take a recent pension slip to your STO and ask them to verify your details.
What should I do after my details are updated?
Log in to the NEHS portal again and try the download. If you still see an error, go back to the same office with your acknowledgement copy.
Will a phone copy of the card be accepted at the hospital?
The digital PDF with the QR code is meant to be accepted. Since some hospitals have been slow to recognise cards, it is safer to carry a colour printout as well.
I changed my details in IFMIS. Why is the card still showing old information?
Reports suggest the card data was copied from the earlier system and has not fully synced with IFMIS. Raise a correction request with your DDO and re-download after it is confirmed.
How long does a correction take?
There is no fixed timeline published. Keep your acknowledgement and follow up with the same office.
Direct Helpdesk & Official Links
For technical help or to raise a complaint about your card status, use the official channels below:
- Official Portal: Visit the NEHS Hospitals Portal for live announcements.
- Card Login: Employees and pensioners can log in at nehs.telangana.gov.in/employeelogin.
- Hospital Check: Look up a hospital in the official Network Hospitals Directory before you go.
- Salary Verification: Cross-check your details on the IFMIS Telangana Dashboard.
- Grievance Redressal: Contact your DDO/STO office for record corrections and mapping fixes.
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