Support Guide
Verified: 2026-05-28100% complete

Bank verification failed

Verified: 2026-05-28% complete
Customer's problem
The customer's bank account is not getting verified during onboarding — the system reports a name mismatch.
Quick fix
The account must be in the customer's own name (not joint), with the correct account number and IFSC. The name on the bank must match the KYC name exactly.
❓ First ask

"Is this bank account in your own name, exactly as on your PAN — not joint or in a relative's name?"

Steps — what to do

  1. Ask the customer to re-check the account number. A single wrong digit causes the verification to fail.
  2. Ask them to re-check the IFSC code — it must be exactly correct.
  3. Confirm the account is a savings account and is active (not closed or dormant).
  4. Confirm the account is in the customer's own name as a sole holder. Joint accounts can fail because the bank may return the other holder's name first.
  5. Confirm the name on the bank matches the KYC name exactly — no mismatch between initials (R. Kumar) and the full name (Rajesh Kumar).
🗣️ Say this to the customer
Please re-check the account number and IFSC carefully. The account must be in your own name — not joint, and not in someone else's name. The name on the bank must match your KYC name exactly.
✅ Do
Ask only for the account number and IFSC. The bank account must be in the customer's own name.
⛔ Don't
Never ask for the customer's net-banking login, ATM card details, UPI PIN, or any OTP. Do not let them add a joint or third-party account.
🔴 Escalate when

The customer has confirmed the account number and IFSC are correct, the account is a sole-holder savings account, and verification still fails. Escalate to L2 — they will check the exact mismatch reason in the Decentro penny-drop logs.

⚙️ Background (agent reference — do not read to customer)

Bank verification runs via a Decentro penny-drop — a ₹1 test deposit is sent to the customer's account and the holder name returned by the bank is matched against the KYC name. Joint accounts, or accounts where the name format differs slightly (initials vs full name), often cause mismatches.