If you are stuck on a black or loading screen when trying to upload a photo or document during the ID correction process in the eSewa app, this guide will help you resolve the issue.
Users on certain Android devices may experience this when the app fails to launch the gallery or file picker, preventing them from selecting images/documents for completing their ID correction or KYC verification.
Symptoms of the Issue
You may be facing this problem if:
- The “Select Picture” or “Upload Document” button does not respond.
- A black screen or continuous loading screen appears instead of your gallery.
- The app does not crash but remains stuck, unable to proceed.
Likely Cause: Google Play Services
A common reason for this behaviour is a temporary issue with Google Play Services.
This system service enables apps like eSewa to access core device functions, including storage and permissions. Occasionally, outdated version or cached data within Google Play Services can interfere, preventing the file selection screen from loading properly.
Step-by-Step Solution
Follow these steps to clear the Google Play Services data and resolve the upload issue:
- Open your device’s Settings.
- Navigate to Apps or Application Manager.
- Tap See all apps or App list.
- Find and select Google Play Services.
- (You may need to tap the menu (⋮) and select Show system to find it.)
- Tap Storage & cache.
- Select Clear storage (or Manage space > Clear all data).
- Confirm your action.
- Restart your device.
- After restarting, open the Google Play Store, ensure Google Play Services is up to date, then retry the upload in eSewa. Alternatively, you can visit the Google Play Services page directly to check for updates using this link.
If the Problem Continues
Should the issue persist after following the steps above, please try the following:
- Ensure both the eSewa app and Google Play Services are updated to their latest versions via the Google Play Store.
- Check and grant eSewa the necessary storage permissions in your device settings.
- As a general troubleshooting step, restart your phone and try the process again.
Need Further Assistance?
If you are still unable to proceed, our support team is here to help.
Contact 24/7 eSewa Customer Support:
- NTC Toll-Free: 16600102121
- Ncell Toll-Free: 18102102121
- Email: csd@esewa.com.np
Document upload issues can often be resolved by updating / refreshing core system services. We hope this solution helps you complete your ID correction smoothly.
Thank you for choosing eSewa!
