Troubleshooting
Match your problem to a fix. If nothing works, use Report an issue (website Settings or app) or email support.
Updated: 21 Sep 2026
Login & OTP
| Problem | Try this |
|---|
| Wrong role screen (app) | Tap Change role → Manager or Student |
| Cannot find manager website | Use sanctuary.org.in - see Manager website |
| OTP never arrives | Correct number, wait for resend, check SMS/spam, better network |
| Number already used / wrong role | That phone may already be the other role - use the number on your membership / manager account |
| Logged out on website but app still works | Normal - website and app sessions are separate |
Check-in & seats
| Problem | Try this |
|---|
| Cannot check in | Active membership + library hours + your allotted slot |
| Plan expired | Renew from Profile - history stays |
| Want a different desk | Only the manager can change seats |
Payments & renewals
| Problem | Try this |
|---|
| Paid but plan not updated | Pull to refresh; wait a few minutes; keep payment ID |
| UTR stuck on Pending | Manager Confirm / Reject under Pending UTR |
| Cannot renew (student) | Clear Udhaari dues with Pay now first |
| Cannot Accept self-reg | Connect a UPI ID, or register at desk |
Sanctuary Pro
| Problem | Try this |
|---|
| Cannot register / broadcast / change seats | You may be in grace or expired - renew Pro |
| Unexpected autopay | Check next billing date; use Stop Autopay for future charges |
| Issue | Contact |
|---|
| Seat, dues, hours, local refund | Your library (Scholar Concierge) |
| App / website crash, Pro checkout, login blocked | sanctuary.app.noreply@gmail.com |
Include role, registered mobile, approximate time, and a screenshot or payment reference.