Ehteraz App Not Working? What You Can Do

Doha Guides Team regularly reviews this article to ensure the content is up-to-date and accurate. The last editorial review and update were on 05 February 2024.

Ehteraz mobile app is an innovative mobile application designed and developed by Qatar’s Ministry of Interior for Covid-19 tracking. It is the official app being used for contact tracing in Qatar. The word “ehteraz” means “precaution” in Arabic.

Since 22 May 2020, Qatar had made Ehteraz app installation compulsory for all citizens and residents when leaving the house for any reason – as a precautionary measure to limit the spread of Covid-19.

The Ehteraz app was also required when entering shops, restaurants, shopping malls, and other commercial establishments around Qatar. Individuals with a “Green” healthy status on the app are the only ones allowed entry to these places.

Visitors to Qatar were also required to install and activate the Ehteraz app using a local or international SIM card before leaving the airport. 

Here are the detailed steps to activate Ehteraz mobile app, solutions to problems you may face while using the app and answers to frequently asked questions.

2024 STATUS

Since Covid-19 restrictions have been lifted, Ehteraz app is not mandatory to enter public places. The below content is based on earlier information.

NOTE: If you are looking for Ehteraz pre-registration for travelling to Qatar, you can apply on the Ehteraz website without using the mobile app. Here is the complete guide on Ehteraz pre-travel registration.

Features of Ehteraz Mobile App

  1. Ehteraz app generates a QR code showing infection or vaccination status (when available) to other individuals for safe interaction with the broader community.
  2. It provides notifications when someone is exposed to a suspected, infected, or confined person.
  3. It helps identify locations with high infection rates for the relevant authorities to take prompt action to prevent further spread and higher risk exposure to the public.
  4. The app also provides official announcements on health, social distancing, containment efforts, and up-to-date Covid-19 statistics.

Requirements to Install the Ehteraz App

The following are the requirements to install Ehteraz app on your phone:

  • Local or an international SIM card
  • Mobile internet connection
  • The smartphone should support Android 6.0, newer versions, iOS 13.5 and later versions.
  • Users must have the Location and Bluetooth settings turned on at all times for Ehteraz to work correctly.

SIM cards and smartphones are available for purchase at Hamad International Airport and Abu Samra border crossing if passengers do not own them before arrival.

Registering Ehteraz App Without QID

Earlier, non-QID holders could not register on the Ehteraz app as it required a QID number to complete the registration. The recently updated version allows non-QID holders (visitors) to register using a Passport number, Visa number or GCC ID number.


How to Register on the Ehteraz App

Step 1: Download the Ehteraz app from Google Play Store or App Store

Here are the links to download the app:

Google Play Store Link

Apple App Store Link

Step 2: Open the app and click on the “Start” button

When the app is opened, you can find a maroon “Start” button at the bottom of the app. Click on that.

Do not click on the “Pre-Registration System” link on top, as it is for getting Ehteraz approval to travel to Qatar.

Step 3: Accept the privacy policy

Read the privacy policy and click on the “Accept” button

Step 4: Give the required permissions

The app would ask permission to make calls, access device location etc. Press “OK” or “Accept” as required.

Step 5: Register using QID / Passport / Visa / GCC ID number

The latest version of the Ehteraz app has four document types to choose from QID, Passport, Visa or GCC ID. You can select your preferred document type from the drop-down menu. It would also ask for your Mobile number, Document expiry date and Nationality (in some options). For residents, it is better to register with QID.

Ehteraz App Registration Screen

Step 6: Click on “Get Verification Pin”

Once you click on “Get Verification Pin”, you will receive an OTP through SMS.

Step 7: Enter the OTP

The app will verify the OTP and your mobile will be registered on the system.


What Do the Colours on Ehteraz App Mean?

The QR Code on the app screen will be either of these four colours:

Ehteraz App Colour Codes

GREEN indicates that a user has no Covid-19 symptoms or has a negative test result.

YELLOW indicates the individual is currently confined to quarantine. The health status on the Ehterz app will remain yellow throughout the quarantine period until the result of the Covid-19 test comes out negative.

RED indicates a positive case of coronavirus.

GREY indicates that the user is a suspected case and is exhibiting symptoms, or the user is someone who has come into contact with an infected person or is someone awaiting their test result.

Suppose an individual is suspected by the health authorities to be infected; the status on Ehteraz changes to grey. Once the Covid-19 test is done, the status changes to yellow and remains yellow until the results are known. The QR code can also be yellow if a close family member has a red status or in other circumstances where there is a high possibility of immediate exposure to an infected person.

If the test results are positive, the status changes to red; if the results are negative, the status changes back to green.

According to the Ministry of Interior, individuals with a health profile code of Grey colour should stay at home and not go out because they are classified as among those with symptoms or contact with positive cases and have not yet been examined.

Recovered Status on Ehteraz Mobile App

With the recent updates, the Ehteraz app now shows the recovered status for those who have previously been infected with Covid-19. You can also see your Health Card number, last test date, last Covid test result, and vaccination details.

Ehteraz Golden Frame for Vaccinated Users 

The Health Status on the Ehteraz mobile app for fully vaccinated persons in Qatar will remain Green with a Golden Frame. This indicates that they are excluded from quarantine, their PCR test result is negative, and they have completed the prescribed doses of the vaccine.

According to MoPH, the Golden Frame will appear around the QR code in the app seven days after the second vaccine dose.

The Health Status of citizens and residents who have received the vaccine outside Qatar will remain green without a Golden Frame until their vaccine data is updated in the system.

Common Problems With Ehteraz App

These are some of the common issues faced while using the Ehteraz app:

  • Ehteraz app not turning green
  • Ehteraz app showing a question mark
  • Ehteraz app not updating
  • Ehteraz app exceeded the number of activation
  • Ehteraz app not registering
  • Ehteraz app colour not changing
  • Ehteraz app not showing vaccinated
  • Ehteraz app not showing health card etc.

What You Can Do To Solve Ehteraz App Problems

You can solve most of these problems by following the below steps. These are the suggestions given by Ehteraz technical team for users who faced these issues. There is a high chance that trying the below steps would solve your issue.

Also, note that your immunisation details on Ehteraz will only be updated after seven days of your second dose vaccination. The PCR test results may also take a few hours to update the app. So do not rush to these steps immediately.

If your issue gets resolved at any of the below steps, DO NOT proceed to the next.

Step 1: Make sure the internet is connected, Bluetooth and location are enabled

Often these problems can be due to simple issues like internet connectivity issues, Bluetooth being disabled, or location being turned off. MOI has advised all users to make sure of the following:

  • Do not disconnect your phone from the internet
  • Keep your Bluetooth enabled
  • Keep the location feature activated

You can also try turning off wifi and using mobile data instead.

Source: MOI Social Media

Step 2: Make sure your Ehteraz app is updated, and your phone’s OS is updated

  • For Android, 6.0 and above are required
  • For iPhone, iOS 13.5 and above is required
  • The phone’s OS should not be modified (jailbreak)

If you are using an older phone and it is impossible to update the OS, you have to use another phone that will support the app.

Step 3: Restart the phone

Another option is to restart the phone. Often this will reset the issues with the Ehteraz app.

Step 4: Check for conflicting apps

If your Ehteraz suddenly stops working, see if you have recently installed any new app that may be conflicting (e.g. Photo Retouch app). If yes, deactivate that and try.

You can also try to force-stop all other apps. Go to Settings > Apps > Choose app > Force Stop.

Step 5: Turn off VPN if it is turned on

If you have any Virtual Private Network (VPN) app on your phone, it may prevent Ehteraz from working normally.

Step 6: Force stop Ehteraz app in the App Info, then open it again

Go to Settings > Apps > EHTERAZ > Force Stop.

Step 7: Verify by clicking the open yellow lock

If you can see an open yellow lock near the QR code, click on “Press to verify”. The app will then ask for verification details.

You cannot try this if your app shows the closed green lock.

Step 8: Clear the app’s Data and Cache from your phone

If the above steps do not work, we could try clearing the app’s cache and data.

Go to phone’s Settings > Apps > EHTERAZ > Storage > Clear Data and Clear Cache

You will have to register again, as your app’s memory will be cleared after this action.

Step 9: Uninstall the app and reinstall it from Play Store / App Store

If none of the above resolves your issues, the last option is to uninstall the Ehteraz app and download a new version.

To uninstall the app, you can long-press the app icon and select the “Uninstall” or “Delete” option (This method may not work on some phones).

Note that the Ministry of Interior has warned users to avoid repeated deleting and downloading of the app. If the issue does not resolve after a one-time reinstall, do not repeat that. Instead, contact the Ehteraz technical team for support.

Optimal Use of Ehteraz App
Source: MOI Social Media

Ehteraz App Contact Number

If you still face technical issues with the Ehteraz app, you can contact the Qatar Government Contact Centre (Hukoomi) at 109 (inside Qatar) or +974-44069999. It is available 24/7 and available in 9 different languages.

The e-mail address to contact Hukoomi is [email protected]. There is also a live chat service on https://hukoomi.gov.qa/en/customer-service.


FAQ About Ehteraz App


Do I need a Qatar SIM card to activate the Ehteraz app?

No, you can also activate the latest version of the Ehteraz app with an international SIM card. 

How do I register Ehteraz mobile app without QID?

The new version of the Ehteraz mobile app has the option to register using either a QID number, Visa number, Passport number or GCC ID number.

How does Ehteraz detect infected persons nearby?

When two registered users come within Bluetooth range of each other, their Ehteraz Apps will automatically exchange anonymized IDs with devices nearby. This information is used for contact tracing to alert individuals at risk of infection.

How can I change my Ehteraz phone number?

You can deactivate the Ehteraz app from your phone and reinstall the app using another number. Make sure to clear the data and cache from your phone.

Would Ehteraz consume my mobile data?

No, Qatar’s mobile networks Ooredoo and Vodafone have announced that downloading and data usage for the Ehteraz app will be free. So you can use the app without losing your phone’s mobile data.

Are children required to have EHTERAZ app?

Children under 18 years old are not required to install the Ehteraz app. However, it is highly recommended that children with QID and their own smartphones have the app installed and turned on as an added safety precaution.

Related Articles:

  1. How To Do Ehteraz Pre-travel Registration
  2. Qatar Travel and Quarantine Rules
  3. Tawtheeq NAS Registration Guide
  4. Metrash Mobile App User Guide

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  1. I have tested positive on 10 jan and its been 14 days still RED . I need to resume work and stuck with this app. I have contacted support, raised a case and sent email as well . Still no proper response , all they say us to wait. Kindly guide us what to do next

    1. Hi Sangar,
      Let give the app all requried permissions like: location, bluetooth,… After that restart the phone, it may help.

  2. I’m also stucked since 16/1 in my room, with app remains yellow, despite coming from green-list country, having vaccinated 3 times (including booster), and negative pre-departure PCR, and negative RTK-antigen test after arriving in Doha. The 109 helpdesk is extremely useless and frustrating. They are kicking me like a football, from one department to another.

  3. Facing same problem and stuck in hotel and cant do anything. Doha guide team can you help us in this regard. 109 is asking every time we just need to wait. Please help us to get ride out of it.
    I came to Qatar on 16th of jan and completed my quarantine with negative antigen pcr on 18th of jan and my ehteraz app is still yellow. 109 representatives always said that wait wait and just wait. This so frustrating. Doha guide team can you people please help us to get ride of this problem.

  4. arrived here in country on Jan 15th , discharge from hotel quarantine on the 17th, my APP is still yellow!!! I can do nothing , have lost reservations at various venues, hotels, resorts as I cant get in them to explore the country. It has been a week of calling 109 for help to only be told they are working on it. and hotel where I completed quarantine wont resubmit negative test, I was told to keep calling, and emailing a copy of my results .. still no avail. This is frustrating so very frustrating losing vacation time to sit in an apartment

  5. Anonymous & distraught

    Arrived here on Jan 18 from my Jan 17th flight. (Luggage didn’t arrive thx to QA ..) did 2 days quarantine hotel and discharged on 2nd day. Told it took 24 hrs to update EHTERAZ (though residents get theirs updated in hours). 2 days later still yellow and not green halo as it should’ve been. Called EHTERAZ (109, press 22 then 4) to get to tech Dept area. It’s now 1/23 and app not updated! I’ve called daily and spoke with supervisor ystrdy given that I’ve been here a week and add’l issue involving no luggage (just have what I wore on flight) still to this day! Supposedly was forwarded to higher up, it’s now the next day and nothing has changed. (It should’ve been green a week ago.) Can’t imagine how they’ll manage when it’s time for the World Cup and tourists come to see the games and they’re stuck in their hotels the entire time bc the app hasn’t updated their status!

  6. I arrived on the same day (17th) on a flight from London. I am also stuck in a hotel (22nd today) with my app stuck on yellow. I’ve tried 109 so many times but they won’t even have a disscussion with you, they just keep to scripted replies “please wait”, “it will be fixed soon” etc. I’m here for work and had a tight schedule, it’s all messed up now and I might just have to give up and fly back. Hugely distressing and it’s the Ehteraz staff’s incapability that is wasting time and money.

  7. Hi.
    Arrived jan 17, did mandatory 2 day quarantine, tested jan 19 negative, got an official certificate, but jan 22, etheraz app is still yellow. Called 109 several times, complaint raised, only thing I hear is wait, wait, wait. I need to conduct my business here. What can I do other than wait? At some point I return home, not being able to do what I need to do.

  8. I was tested positive on 9th Jan 2022. My Etheraz is still green. Called 109 more than 15 times and no proper information. For medical certificate what is the other option.

  9. Dear team,
    Do you know how many days after test positive the app will change from Red to Green. If the app sill red, i cannot go out for PCR test.
    Thanks!

      1. Dear Doha guides team,
        I got Ethraz green after 10 days.
        I did the PCR test again and got result Reactive, can you help to explain more about reactive result? What should I do next,
        Thanks and Regards,
        Tony

  10. Sunil alex Assariparumpil Chandy

    Good morning sir
    Actually I am recovered from covid yesterday 12-01- 2022but my EHTERAZ colour still not changed today 11 days going on

    1. Hi did your ehteraz turns green already?how many days u waited to become red?i have the same issue its my 11days now and still not change into green

  11. Dear sir,
    My ehteraz downside HC number not showing, how many days negative also not showing, call 109, took ticket number but still same case. Please help anyway.

  12. While registering on ehteraz app – it showing ‘ invalid document number’ .
    Already complained 109 , 14 days completed still no response.
    PLS support me to slove the issue.

  13. Hi
    Does the SIM to be owned by the person registering or it can be on someone else’s name. Eg if I am registering for my parents, can I use my phone number. Also can a mobile number be used to activate more than one EHTERAZ.
    Thanks

    1. Doha Guides Team

      Hi Nitin, For Ehteraz app, you can use a local or international SIM card. QID or Passport number can be used for registration. Only one app can be installed under one number.

    1. Doha Guides Team

      Hi Peter, Try the above steps like restarting the app and phone. If nothing works, call 109 and register a complaint.