KYC and VKYC Process

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: Kotak Mahindra 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, Kotak Small Finance Bank, does not currently support Video KYC for your pincode.

Due to this geographical restriction, your Kotak 811 super.money credit card 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

• L1: Card - Kotak

• L2: Application Issues

• L3: VKYC Issues

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 this, 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

• L1: Card - Kotak

• L2: Application Issues

• L3: Aadhaar/KYC Rejection

3. VKYC Time Limit

Step 1: Acknowledge and State the Requirement

• Acknowledge the customer's inquiry.

• Check the [Link] to validate the FD creation time.

• Inform the customer that they have a strict time period of 16 hours from the time of deposit creation to complete their Video KYC (VKYC).

• And 

Step 2: Explain the Consequences and Provide a Clear Action

• Inform the customer that failure to complete the VKYC within the 16-hour 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 16 hour window post deposit creation to successfully get their Kotak811 super.money credit card and avoid application rejection.

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 72 hours from the time of Aadhar Verification and 16 hours from the time of fixed deposit(FD) 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 16 hours to successfully get your Kotak811 super.money credit card.

We appreciate your patience and understanding in this regard.

Best Regards,

super.money Support Team

Freshdesk Taggings

• L1: Card - Kotak

• L2: General Enquiry

• L3: Other general enquiries

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.

If the refund is not reflected within 3 working days, you can contact Kotak Mahindra Bank on the following details:

• Kotak Credit Card Helpline (24/7): 1860 266 2666

• Email Address:  

Thank you for your understanding.

Best Regards,

super.money Support Team

Freshdesk Taggings

• L1: Card - Kotak

• L2: Application Issues

• L3: VKYC Information Mismatch / Refund Awaited

Freshdesk Taggings Post TAT Breached

• L1: Card - Kotak

• L2: Refund TAT Breached

• L3: Refund TAT Breached - VKYC Failure

5. VKYC Completed - Card Not Issued

Step 1: Verify VKYC Completion

• ACTION: Access the METABASE to confirm that the customer's VKYC status is marked as "Complete" or "Successful."

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

Step 2: Escalate to TL and Tech-on-Call

• ACTION: Immediately create a child ticket linked to the customer's primary conversation.

• ASSIGNMENT: Change the internal assignment to the Team Lead (TL) for verification.

• TL Action: The TL will escalate the issue directly to the Tech-on-Call team for an immediate status check and resolution from Kotak Bank.

• Agent Note: Clearly document the ticket with the confirmation that "VKYC is complete" and request a manual intervention for card issuance.

Step 3: Communicate the Escalation & Timeline

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

• Provide the TAT: Advise the customer that the bank will provide an update or resolution within 2 working days.

Agent Communication 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 escalated this issue to the bank’s dedicated team. Our team lead will follow up directly with the bank for a quick resolution.

We will provide you with a final update within 2 working days.

Best regards,

super.money Support Team

Freshdesk Taggings

• L1: Card - Kotak

• L2: Application Issues

• L3: Card Issuance Delayed (Post-VKYC)

6. Device Not Eligible for VKYC

Step 1: Acknowledge and Verify Error

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

• Inform the customer that the error is caused by their device (e.g., outdated operating system, browser incompatibility) and is not an app issue.

Step 2: Primary Resolution (Device Change Workaround)

• ACTION: Instruct the customer to change their device (use a laptop, computer, or a newer mobile phone) and attempt to complete the VKYC again.

Step 3: Final Escalation (If Workaround Fails)

• ACTION (If device change fails or is impossible): If the error persists or the customer cannot change their device, they must contact Kotak Mahindra Bank Support.

• Redirection: Provide the customer with the mandatory bank contact details below.

Agent Communication Template

Dear [Customer Name],

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

To resolve this immediately, we recommend you change your device (e.g., use a computer or a newer mobile phone) and try completing the VKYC process again.

If you are still unable to proceed after trying an alternate device, please contact Kotak Mahindra Bank Support directly for assistance with their VKYC platform.

Please use the following official details:

• Kotak Credit Card Helpline (24/7): 1860 266 2666

• Email Address:  

Best regards,

super.money Support Team

Freshdesk Taggings

• L1: Card - Kotak

• L2: Application Issues

• L3: VKYC Issues