Onboarding Errors & Actions

Created by Dada Khalandar khalandar S, Modified on Sat, 29 Mar at 5:46 PM by Dada Khalandar khalandar S

Please find the onboarding stages, errors and actions to be taken summarized in the tables below. Kindly note, the highlighted errors are dead-ends for user onboarding.

EMAIL STAGES	Status
EMAIL VERIFICATION FAILED	Deadend
Email ID already exists	Deadend

PAN STAGES	Status
PAN VALIDATION ATTEMPTS EXCEEDED	Deadend
PAN VERIFICATION FAILED	Deadend	Can be refreshed by tech
Pan already exists	Deadend

AADHAAR STAGES	Status
AGE LESS THAN 18	Deadend
PAN AADHAAR NAME MATCHING FAILED	Can be refreshed by tech if user can correct document and return
DOB VERIFICATION FAILED	User needs to Update Document and retry
AADHAAR OTP KYC FAILED	Retry
Pincode Serviceability Check	Deadend (If User is located in an area not serviceable by the bank/RBI)

CKYC STAGES	Status
CKYC API FAILED	User can proceed with VKYC, (Manually moved to VKYC queue)	Only for SBM (old users)
CKYC CONDITIONS FAILED	User can proceed with VKYC, (Manually moved to VKYC queue)	Only for SBM (old users)
CKYC SEARCH FAILED	User can proceed with VKYC, (Manually moved to VKYC queue)	Only for SBM (old users)
CKYC AADHAAR NAME MATCH FAILED	User can proceed with VKYC, (Manually moved to VKYC queue)	Only for SBM (old users)

PASSPORT STAGES	Status
PASSPORT ISSUED OUTSIDE INDIA	Manually*
PASSPORT NAME CHECK FAILED	User needs to Update Document and retry	Can be refreshed by tech*
PASSPORT VALIDATION ATTEMPTS EXCEEDED	Can be refreshed by tech*
PASSPOST NAME NOT PRESENT	User needs to Update Document and retry	Can be refreshed by tech*

LIVE PHOTO STAGES	Status
LIVE AADHAAR PHOTO MISMATCHED	User needs to Update Document and retry	Can be refreshed by tech*
Pincode Serviceability Check	Deadend (If not delivered by our delivery partner)

OTHER STAGES	Status
REGISTRATION FAILURE	Deadend (Rejected by SBM Bank)	Only for SBM (old users) - User needs to onboard to other products
Permission Denied	User needs to give app/phone permissions
Physical Pan not available	Deadend for SBM	Biometrics for DCB
Rejected by bank	Deadend for DCB (not residing in metrocities)	Can be moved to Biometrics DCB
Agent not available	Can be retried
Server Downtime (UIDAI/Niyo/Bank)	Can be retried after some time
Internet Issues	Can be retried