Nagarik App Support Center
26th September 2025, Kathmandu
The Nagarik App Support Center Closure is now official. The center at Singha Durbar is temporarily closed. This follows an incident of vandalism and arson on Bhadra 24.
Nagarik App Support Center
This unfortunate event severely disrupted operations, affecting service delivery. The support center’s vital role in addressing user issues has been curtailed.
Disruption of Direct Services
The damage at the Singha Durbar facility has a direct impact on the public. The center can no longer provide direct assistance. Therefore, all phone and email services have been suspended. Users cannot reach support staff for inquiries or technical help.
The department regrets this inability to respond promptly to citizens. It acknowledges the significant inconvenience this causes.
Immediate Service Halt
The core service affected is the manned support channel. In the past, citizens relied on these channels for various issues. These issues ranged from account verification problems to linking personal documents.
The department had to immediately stop these manual processes. They are now working actively to fix the physical and digital damage. This closure emphasizes the vulnerability of key digital support infrastructure.
The Shift to Automated Photo Verification
To mitigate user inconvenience, the Nagarik App team has deployed a workaround. They automated the Photo Verification process. This immediate solution addresses one of the most common user problems.
Photo rejection often slows down the overall account verification process. Previously, a human agent handled these rejections. Now, a system-based solution is managing this task. This move is a rapid response to the service disruption.
Action Required from Users
The app team urges affected users to take specific action. If your photo was rejected, you must re-upload a proper Digital MRP-size photo.
The automated system processes the new upload. This measure is crucial for users who have been stuck in the initial verification stage. Users must ensure their photo meets all required specifications to ensure success with the automated check.
The Road to Resumption
The department has given no definitive timeline for the full resumption of the support center. Singha Durbar saw significant damage during the protests.
Restoration efforts are underway but face challenges. The team is making consistent efforts to get the support center back into operation as quickly as possible.
Rebuilding and Resilience
The incident highlights the need for better security and business continuity plans. Critical support centers need to be protected from such acts of vandalism.
Once fully operational, the support center will once again handle all direct services. Until then, citizens must rely on the app’s automated features. The department values public cooperation and understanding during this difficult period of recovery.
The use of Auto Photo Verify is a temporary yet vital bridge. The ultimate goal is to restore the full human-assisted support system.
This step ensures that a core function of citizen verification continues despite the physical setback. The entire digital governance platform depends on reliable access and seamless verification processes.
For more: Nagarik App Support Center