KYC and VKYC Process

1. VKYC Not Supported for Pincode

Step 1: Acknowledge and State the Policy

• Acknowledge the customer's wait time and the inconvenience.

• Inform the customer that the VKYC failure is due to a geographical restriction: Utkarsh Small Finance Bank does not currently support VKYC for their specific pincode.

Step 2: State the Outcome

• Inform the customer that due to this restriction, their card application cannot be processed at this time.

• Do not offer an alternative unless explicitly permitted by current product guidelines.

Example Template

Dear [Customer Name],

Thank you for your patience while we reviewed your application status.

We regret to inform you that our card partner, Utkarsh Small Finance Bank, does not currently support Video KYC for your pincode.

Due to this geographical restriction, your SuperCard application cannot be processed at this time. We sincerely apologize for this inconvenience.

We appreciate your understanding.

Best regards,

Super.money Support Team

Freshdesk Taggings

2. Aadhaar/KYC Rejection Notice

Step 1: Acknowledge and Validate Effort

• Acknowledge the customer's frustration and thank them for sharing details (screenshots, videos).

• Empathize with the effort they put into fulfilling all the application conditions.

Step 2: State the Finality and Compliance Reason

• Inform the customer that the KYC rejection is system-generated and based on automated validations governed by regulatory and internal risk control mechanisms.

• Crucially, state that the outcome is final: The process is automated, cannot be edited manually, and the rejection cannot be reversed or overridden.

Step 3: State the Outcome

• Inform the customer that they cannot proceed further with the application at this time.

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand your frustration and appreciate the time you took to share the details regarding your application.

After reviewing the matter, we want to clarify that the KYC rejection is system-generated and based on automated validations governed by regulatory and internal risk control mechanisms.

These processes are entirely automated and cannot be manually reversed or overridden due to bank compliance obligations. Once a KYC is marked as rejected, you cannot proceed further with this application.

We truly regret the inconvenience this situation has caused. Please let us know if you need help with anything else.

Best Regards,

super.money Support Team

Freshdesk Taggings

3. VKYC Time Limit

Step 1: Acknowledge and State the Requirement

• Acknowledge the customer's inquiry.

• Check the link METABASE or Utkarsh Onboarding Journey from 14 Oct 2025 to validate the FD creation time.

• Inform the customer that they have a strict time period of 3 working days from the time of deposit creation to complete their Video KYC (VKYC).

Step 2: Explain the Consequences and Provide a Clear Action

• Inform the customer that failure to complete the VKYC within the 3 working day timeframe will result in the automatic rejection of their card application.

• Advise them that if their application is rejected, they must wait for a specified period before they are eligible to reapply.

• Request the customer to complete their VKYC within the 3 working-day window to get their SuperCard and avoid application rejection successfully.

Example Template:

Dear [Customer Name],

Thank you for staying connected with us!

We want to remind you that there is a mandatory time period of 3 working days from the time of deposit creation to complete your Video KYC (VKYC) verification.

Please note that failure to complete VKYC within this timeframe will result in the automatic rejection of your card application. If your application is rejected, you will be required to wait for a specific period before you can reapply.

We urge you to complete your VKYC within 3 working days to successfully get your SuperCard.

We appreciate your patience and understanding in this regard.

Best Regards,

super.money Support Team

Freshdesk Taggings

4. VKYC Rejected Due to Information Mismatch

Step 1: Acknowledge and State the Policy

• Acknowledge the customer's concern about the unsuccessful VKYC.

• Inform the customer that no changes can be made to the application once it has been filled out.

Step 2: Explain the Outcome and Refund

• Inform the customer that the application is rejected due to the information mismatch.

• Provide the reapplication process: Advise the customer that if they wish to update information (e.g., name), they must restart the entire application from the beginning.

• Reassure the customer that their money will be successfully refunded within 3 working days.

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand your concern regarding the VKYC failure.

Please be informed that because an information mismatch occurred during the Video KYC, your application has been rejected. Once an application is submitted, no changes can be made to the details.

If you wish to proceed, you will need to restart the application from the beginning.

We can confirm that your deposited money will be successfully refunded within 3 working days.

Thank you for your understanding.

Best Regards,

Super.money Support Team

Freshdesk Taggings

5. VKYC Completed - Card Not Issued

Step 1: Verify VKYC Completion

• ACTION: Access the METABASE or Utkarsh Onboarding Journey from 14 Oct 2025 to confirm that the customer's VKYC status is marked as "Complete" or "Successful."

• VALIDATE: Check the timestamp to confirm that the expected card issuance timeline (typically 24 hours post-VKYC) has been exceeded.

Step 2: Escalate Card Issuance Failure

• ACTION: Immediately raise a high-priority ticket on the Upswing CS portal (under the Utkarsh Bank SuperCard section).

• Agent Note: Clearly document that the VKYC was successful and the card issuance is blocked, requesting manual intervention to issue the card.

Step 3: Communicate the Escalation & Timeline

• ACTION: Inform the customer that the issue has been escalated to the bank’s team for urgent processing.

• Provide the TAT: Advise the customer that the bank will provide an update or resolution within 48 hours.

Example Template

Dear [Customer Name],

Thank you for reaching out. We see that you successfully completed your Video KYC, but your card has not yet been issued.

We apologize for this delay. We have urgently raised a high-priority ticket with the bank to resolve this and ensure your card is issued immediately.

You can track the progress of this internal ticket directly within your app under Profile > Help & Feedback > View Tickets.

We will provide you with a final update within 48 hours.

Best regards,

Super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”

6. Device Not Eligible for VKYC

Step 1: Acknowledge and Verify

• Acknowledge the customer’s frustration that their device is ineligible for VKYC.

• ACTION: Request the customer's registered mobile number and the specific device model they are using.

Step 2: Escalate for Link Generation

• ACTION: Immediately raise a high-priority ticket on the Upswing CS portal.

• Agent Note: State the exact device model (e.g., "iPhone 6s/Old Android Version") that is causing the ineligibility error. Crucially, request that the bank generate a direct, VKYC link that the customer can open on a different, compatible device (like a laptop or newer phone).

Step 3: Communicate Timeline

• ACTION: Inform the customer that this has been escalated.

• Communication: Advise the customer that the bank's team will provide the VKYC link or a resolution update within 48 hours.

Example Template

Dear [Customer Name],

Thank you for reaching out. We apologize that your current device is not compatible with the VKYC process.

We have urgently raised a ticket with the bank, requesting that they generate a direct VKYC link for you. This link will allow you to complete your verification on a different device (like a computer or a newer phone).

You can track the progress of your ticket directly within your app:

• Go to 'Profile' > 'Help & Feedback'.

• Click on 'View Tickets' (in the top right).

• Select 'Utkarsh Bank SuperCard' to see the status.

We will provide you with the final link or an update within 48 hours.

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”