THIS is with reference to the report “New pension rules eliminate banks’ administrative role” (Sept 9) regarding the PakID app introduced by the National Database and Registration Authority (Nadra) to replace the semi-annual life certificate requirement. While the intent to digitalise and eliminate bank bottlenecks is positive, the execution has created a nightmare for senior citizens.

The app is fundamentally flawed. Despite trying for over 10 days under optimal lighting and using auxiliary light sources, the said app repeatedly errors out with a ‘Not enough light’ alert. Pensioners who fail app verification are forced to visit a district account office or pension facilitation centre for a manual Form 10 life certificate.

This fallback is far worse than the original system. Navigating unfamiliar, unpublicised district account office locations is exponentially more stressful and time-consuming for senior citizens than simply visiting their local bank branch used to be.

The authorities concerned must act to either fix the app’s lighting and biometric recognition parameters, or come up with a streamlined and accessible alternative.

Lt-Col (retd) Mukhtar Ahmed Butt
Karachi

Published in Dawn, September 27th, 2026