Something broken? Start here.
Six categories cover nearly everything agents bring us. Find yours below — about half resolve without a phone call, and the rest become a much shorter one.
Which of these is happening?
Knowing the category before you call is worth more than it sounds. It is the difference between "it is not working" and a fixable description.
Cannot sign in at all
Password, an expired or lapsed ID, or the wrong portal. Start with the login guide for the service — most of these resolve without us.
Signs in, cannot complete the job
Almost always a balance rather than a credential: the wallet balance is too low to cover the transaction, including PAN applications. Logging in and transacting are separate permissions.
Money left, nothing arrived
Usually a settlement delay that reverses on its own. Get the transaction reference before doing anything else — without it nothing can be traced.
Hardware not detected
DSC dongle or biometric scanner. Nearly always a driver or RD service on this machine, not a faulty device.
Application stuck
Check which stage it is at before waiting any longer. A file sitting still usually needs one specific thing supplied.
Nobody can log in
Ask one other agent before spending an hour on your own account. Providers take systems down for maintenance, usually overnight.
Three things, and the call gets short.
Most long support calls are long because they begin with a search for information that was available at the counter all along.
- Your ID
- Agent ID, PSA ID or CSP ID — whichever account it concerns
- The exact message
- What the screen actually says, not a summary of it
- Transaction reference
- If money is involved. The reference, not the time
How to know it is really us.
Agent accounts hold other people's money, which makes them worth impersonating.
SiOnline will never ask you for a password, an OTP, or remote access to your computer. Not to fix a problem, not to verify your account, not under any circumstances.
If someone does, end the conversation and ring +91 91091 35959 — the number published on this page, not a number they gave you. We will confirm whether it was us. It will not have been.
24 hours, 7 days.
AI-assisted round the clock, with the team on hand during business hours. Phone for anything urgent at a counter, WhatsApp when you need to send a screenshot, email when it needs a record.
Questions about getting help.
What are SiOnline support hours?
24 hours, 7 days. AI-assisted round the clock, with the team on hand during business hours. Out of hours the first response is AI-assisted — we would rather tell you that than let you assume a person is always on the line.
What is the fastest way to get help?
Phone +91 91091 35959 if something is happening at your counter right now. WhatsApp if you need to send a screenshot. Email if it needs a record. A form is the slowest route to a fast problem.
What should I have ready?
Your agent ID, the exact message on screen, and a transaction reference if money is involved. Those three turn a diagnostic conversation into a factual one.
Can you reset my password?
No. IRCTC, UTIITSL and the banks hold those, and nobody outside them can reset one. We can check whether your ID is active, lapsed or blocked at our end — which is usually the more useful question.
Someone called claiming to be from SiOnline and asked for an OTP.
That was not us. We never ask for a password, an OTP, or remote access to your computer. End the call and ring +91 91091 35959 — the number published here — and we will confirm.
My problem is with IRCTC, not SiOnline.
Tell us anyway if it concerns an agent ID we onboarded. We cannot change IRCTC's decisions, but we can often tell you what a message actually means and whether it is worth escalating.
How long until a stuck transaction resolves?
Most settlement delays clear on their own. If it has not cleared and your record still shows it as pending, call with the reference rather than waiting longer — that is the point at which waiting stops helping.
Not an agent yet?
This is the support you would be getting. Ring the number above and test it before you register — that is a fairer comparison than any claim on a website.
Tell us how we can help.
Leave your details and tell us what you need. Our team can help with eligibility, pricing, documents and your next step.
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- Choose the service that suits your business
- Submit directly from this page
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