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When to talk to a human

Automated help is useful for common questions. Human support should handle legal, enterprise-specific, billing-sensitive, account-specific, unclear, or DPDP-related cases.

2026-05-25
5 min
All PRAMAAN users and support agents
Beginner
Legal / DPDPBilling / refundEnterpriseAccount-specificUnclear result
Key takeaways
  • Search help first, then escalate if the case is sensitive or unclear.
  • Include reference IDs and short summaries.
  • Never paste raw Aadhaar, PAN, OTPs, or documents into support.
  • Use DSR or grievance routes for formal rights and complaints.

Overview

Legal / DPDP

Use DSR, DPO, or grievance paths for formal privacy and rights issues.

Billing / refund

Use human support when money, refunds, invoices, or enterprise billing are involved.

Enterprise / procurement

Use human handoff for contracts, DPA, procurement, or custom review.

Account-specific

Support needs ticket IDs and account contact details, not raw identity secrets.

Unclear verification result

Use human review when a result, source, or next step is ambiguous.

Safety or abuse concern

Escalate misuse, coercion, suspicious sharing, or harmful workflows.

What to include

  • Ticket ID if one exists.
  • Verification reference.
  • Payment ID if billing-related.
  • Account email or mobile.
  • Short issue summary.
  • Redacted screenshot only if needed.

Escalation flow

  1. 1Search Help Center.
  2. 2Check the closest article.
  3. 3Submit ticket or contact form.
  4. 4Human triage reviews category and urgency.
  5. 5Specialist responds or routes to billing, DPDP, or enterprise.
  6. 6Use DSR or grievance route when formal rights handling is needed.

Support safety

  • PRAMAAN support asks for reference IDs, not raw identity secrets.
  • Sensitive fields should be redacted before support or AI-assisted handling.
  • Legal and grievance issues should use formal channels.

Frequently asked questions

When should I talk to a human?›

Use human support for legal, DPDP, enterprise, billing-sensitive, account-specific, unclear, or safety-sensitive cases.

What should I include?›

Include reference IDs, payment ID if relevant, account email/mobile, and a short issue summary.

What should I never paste into support?›

Do not paste Aadhaar, PAN, OTPs, raw documents, full passport numbers, passwords, or sensitive screenshots.

Can support change verification results?›

Support can help explain or route review. It should not casually override source-backed verification records.

Can support help with data deletion?›

Support can route you, but formal access, correction, erasure, nomination, and grievance requests should use DSR or grievance paths.

What if my case is urgent?›

Use the shortest safe summary and reference IDs. Avoid raw secrets even in urgent messages.

Glossary terms

Human HandoffDSRPII RedactionCorrelation ID
Human handoff

When to talk to a human

This article is the escalation route: use human support when automated help cannot safely resolve the case.

Talk to a humanSearch help first
DSR route

Use formal routes for data rights

Access, correction, erasure, nomination, consent withdrawal, and grievance requests should use DSR, DPO, or grievance pages so scope and handling are tracked.

Start DSR requestFile grievance

Was this helpful?

Feedback helps PRAMAAN improve support answers without collecting raw identity data.

Move safely from answer to action

Use the route that matches the sensitivity of your case. Keep raw documents out of support messages unless a controlled workflow asks for them.

Talk to a humanStart DSR requestFile grievance