Axis superCard Pro VKYC Issues

Issue 1: Unable to complete VKYC due to technical errors

1. Purpose

To guide SuperMoney agents in assisting customers who face VKYC errors after applying for the Axis SuperCard Pro, and to direct them correctly to Axis support when required.

2. Flow of Customer Journey

1. Customer applies for Axis SuperCard Pro on SuperMoney.
   
   

2. Customer is redirected to the Axis Platform to complete VKYC.
   
   

   • Physical PAN Card is mandatory for VKYC.
     
     

3. During VKYC/EKYC, customer may face errors (e.g., error code 0007/ generic error).
   
   

3. Agent Handling SOP

Step 1: Verification

• Verify details (registered name, mobile number, and application ID if available).
  
  

Step 2: Understand Issue

• Probe customer by asking:
  
  

  • “Can you please share the exact error message or error code you are seeing on the Access platform?”
    
    

Step 3: Identify Error Type

• If error code is 0007 – Internal Issues, two possible sub-cases can occur:
  
  

  1. VKYC session not starting / app not loading
     
     

  2. EKYC documents not uploading / mismatch error

Step 4: Agent Action

• For either case of 007 error/ generic error
  
  

  • Inform customer:
    
     “This error indicates an internal issue at Axis end. You will need to contact Axis Bank support for further resolution.”
    
    
    

• Share Axis customer support number:

  • Toll-Free Numbers:

    • 1800 209 5577

    • 1800 103 5577
      
      

4. Communication Script

Customer says: “I applied for the Super Pro card, but I’m getting error 0007 while doing VKYC.”

Agent reply:
 “Thank you for sharing the details. Error 0007 usually indicates an internal issue at Axis Bank’s end. 

If VKYC not loading:
 “In this case, the issue needs to be resolved by Axis Bank support. Please reach out to Axis helpline for further resolution.”

5. Notes for Agents

• Do not troubleshoot PAN mismatch, photo mismatch, or biometric failures → These are handled only by Axis.
  
  

• Always capture customer details & type of error before redirecting.
  
  

• Do not commit a timeline for resolution as it depends on Axis.