GeM helpdesk: customer care numbers, email ID, tickets and escalation

When something goes wrong on GeM, from a locked login to a payment that hasn't arrived, the GeM helpdesk is the official place to start. This guide lists every GeM contact number, email ID and address that GeM itself publishes, shows how to raise, track and escalate a ticket, and explains which problems the helpdesk can't settle and where they go instead. All details are from GeM's Contact Us and support desk pages, as they stood on 8 October 2026, and from GeM's own policies.

GeM customer care number and helpdesk hours

GeM's Contact Us page lists these numbers:

• Railway, Defence and MHA users have their own lines, with the same hours as the toll-free numbers.
• Outbound numbers: GeM also lists the numbers its helpdesk calls out from: 14550, 0120-6921990, 0120–6438000 and 020–69132000.
• No Sunday service is listed for any of these lines.

GeM email ID and other contacts

GeM writes these addresses in a spam-proof form on its page, such as "helpdesk-gem[at]gov[dot]in"; type them with "@" and ".". The legal address is only for serving court summons, writs, legal notices and similar documents. GeM's page says that for resolving issues or grievances, you should approach the helpdesk instead.

For vendor assessment, contact RITES directly; our GeM vendor assessment guide explains that process.

How to raise a ticket on GeM

1. Open gem.gov.in and click Need Help? → Raise a Ticket, or go straight to gem.gov.in/gemtickets.
2. Choose Raise a Ticket, then Existing User if you are registered or New User if you are not.
3. Enter your registered GeM user ID and verify it with the OTP GeM sends.
4. Fill in the ticket form that follows, describing the problem, with screenshots or documents where it allows.
5. Note the ticket number. You'll need it to track or escalate the ticket.

The same support desk page has Know Your User ID and Unlock User ID, which fix the two most common login problems without a ticket. Both are explained in our GeM login guide.

What to keep ready

GeM's FAQs ask for specific details for common issues:

• Login or registration: your user ID, personal PAN and company PAN. An account unused for more than 3 months needs your user ID and PAN.
• Profile: company PAN, CIN, GSTIN and Udyam number; for a bank whose IFSC code is missing, a screenshot and the bank's details.
• Bids: the bid details, for example when your company name doesn't show in a technical bid.
• Orders and payments: the contract number, invoice and CRAC.

You can raise a ticket by email too: GeM's escalation matrix lists helpdesk-gem@gov.in as a first-level channel alongside phone, walk-in, chat and the web form.

How to track your GeM ticket

Go to gem.gov.in/gemtickets/search, or Check Ticket Status on the support desk page. GeM's FAQ also points sellers here to follow pending payment complaints.

How to escalate a GeM ticket

GeM's "Escalation Matrix for Contact Centre" (version 1.2) sets two levels:

The matrix says the maximum time for resolving GeM operations issues is 16 working hours, but the escalate option opens only once the issue is unresolved 3 days after the ticket was created.

The Contact Us page carries the same option as "Escalate your issue to Team GeM", a form for level 2 support. It asks for your registered email ID, name, mobile number, existing ticket number, issue type and a description. The issue types are:

• Buyer registration or login
• Seller or service provider registration or login
• Bid or RA
• Order, invoice, CRAC or transaction charge
• Direct purchase, L1 or PAC
• Payment
• Product, category or service upload

You can't escalate without a ticket number, so always raise a ticket first.

GeM walk-in helpdesk address

2nd Floor, Jeevan Tara Building, 5-Sansad Marg, Near Patel Chowk, New Delhi-110001, open 9:00 am to 6:00 pm, Monday to Friday. Note the shorter hours and no Saturday opening, unlike the phone lines. GeM's Contact Us page doesn't list any state or regional helpdesk offices.

When the helpdesk is not the right route

The helpdesk handles problems with the portal itself. Disputes with a buyer follow GeM's terms and policies:

Bid grievances. Under clause 31 of GeM's terms (GTC version 1.29), the buyer handles bid grievances. GeM takes up a complaint only if it concerns a clause the bid's disclaimer lists as a violation, only until the technical evaluation is finalised, and only if you raised it with the buyer before bid opening without a satisfactory response. Give your GeM seller ID and entity name. Pre-bid representation windows and the 48-hour challenge after rejection are covered in how to bid on GeM.

Order and payment problems. Raise an incident first; the other side gets 7 days to fix it before you can escalate it to GeM. For pending payments, GeM's Payment Escalation SOP (effective 1 March 2025) asks sellers to send the contract, CRAC or SDAC, invoice and a screenshot of the incident marked "Took Action" to the helpdesk; the SOP names "Helpdesk-gem@gem.gov.in". GeM then escalates to the buyer in stages, ending with a demi-official letter. The full sequence is in our GeM order process guide.

Fake GeM customer care numbers and calls

GeM runs a "GeM Ki Sunein" banner on its home page that says, in Hindi, to beware of calls asking for money in return for getting orders on GeM, for example a caller saying they will make you L1, and to ignore such calls and report them at once.

A few more checks:

• The only official site is gem.gov.in. Its ticket pages are at gem.gov.in/gemtickets.
• GeM's own email addresses end in gov.in. The only other addresses on its Contact Us page are those of RITES and GeM Sahay.
• GeM publishes its suspended sellers under "List of Suspended Sellers" in the Resources menu, if you want to check a firm you deal with.

Before you call: quick fixes

• Can't log in: use Know Your User ID or Unlock User ID, or reset your password. See GeM login.
• Registration questions: see our GeM registration guide and GeM's FAQs at gem.gov.in/userFaqs.
• Sent back to the login page while bidding: GeM's FAQ suggests trying again after 30 to 40 minutes, then raising a ticket if it continues.
• Finding bids: GovtTenderHub lists live GeM bids with their key terms, so you can check a bid's details without logging in to GeM.

Common questions

What is the GeM customer care number?

The toll-free numbers are 14550, 1800-419-3436 and 1800-102-3436, open 9:00 am to 10:00 pm, Monday to Saturday. Railway users have 0120–6438300 and Defence and MHA users 0120–6438200.

What is the GeM email ID for complaints?

helpdesk-gem@gov.in, as listed on GeM's Contact Us page. For vendor assessment, write to RITES at gem.helpdesk@rites.com.

How do I check my GeM ticket status?

Go to gem.gov.in/gemtickets/search, or click Check Ticket Status on the GeM support desk page, and enter your ticket details.

How do I escalate a GeM complaint?

If your ticket isn't resolved within 3 days, use Escalate Your Ticket on the support desk page, or the "Escalate your issue to Team GeM" form on the Contact Us page, with your existing ticket number.

Is the GeM helpdesk open on Sunday?

No. The phone lines work 9:00 am to 10:00 pm, Monday to Saturday, and the walk-in helpdesk 9:00 am to 6:00 pm, Monday to Friday. You can raise a web ticket or send an email at any time.

Does GeM have offices in every state?

GeM's Contact Us page lists one walk-in helpdesk, in New Delhi, and no state helpdesks. Use the toll-free numbers, email or web tickets from anywhere in India.