Verified: 2026-05-27100% complete

Status Words — Full Reference

Verified: 2026-05-27% complete

Every status word a customer can read out from the app, mapped to what it actually means and what the agent should say. Pulled directly from the backend enums so it is always up to date.

💡 How to use this page on a call

Ask the customer to read out the exact status word they see. Find that word in the table below. Use the "What the agent says" column verbatim — it is written to match the customer's language.

Order status (Lump-sum, SIP installment, FoT)

Source enum: MFOrderState.

Status	What it means	What the agent says
Pending	Order just created in app, not yet sent to BSE	"Your order is being placed — give it a few seconds and pull to refresh."
Confirmed	App confirmed but not yet sent to BSE	"Your order is confirmed in the app and will be sent to BSE shortly."
Submitted	Sent to BSE, awaiting allotment	"Your order has reached the exchange. Allotment usually takes 1-2 business days." (Escalate after 3 business days — see Order Stuck in Submitted.)
Successful	Units allotted to the customer's folio	"Your order is complete and units are allotted. You will see it in Portfolio shortly."
Failed	Order rejected by BSE or AMC	Check the Failed Code with L2. See Payment Failed.
Cancelled	Customer or system cancelled before allotment	"Your order was cancelled. If you did not cancel it yourself, contact L2."
Reversed	Allotted then reversed by AMC (rare — usually reconciliation)	Escalate to L2 immediately. Tell customer their money will be back in 5-7 business days.
Under_Review	BSE / AMC has paused the order for compliance review	"Your order is under review by the fund house. This is a one-time check and takes up to 5 business days." See Order Under Review.

Redemption status

Source enum: RedemptionState.

Status	What it means	What the agent says
Pending	Redeem request created, awaiting send	"Your redeem request is being placed."
Confirmed	App confirmed redeem before sending	"Redeem confirmed in the app."
Under_review	AMC compliance review (rare)	"Your redeem is under review — typically clears in 1-2 business days."
Submitted	Sent to registrar, awaiting NAV	"Your redeem has reached the registrar — money typically credits in T+1 to T+3 business days."
Successful	Money credited to bank	"Your redeem money has been credited to your bank ending xxxx."
Failed	Registrar or bank rejected	Check Failed Code with L2.
Cancelled	Customer cancelled before settlement	"Your redeem was cancelled — your units stay in the fund."

Mandate status

Source enum: MandateStatus.

Status	What it means	What the agent says
CREATED	Mandate request created in app	"Your mandate is just created — please complete the bank/UPI authorisation."
RECEIVED	Bank received the mandate, processing	"The bank has received your mandate. Processing takes 2-5 business days for eNACH, hours for UPI Autopay."
APPROVED	Bank approved — ready for debits	"Your mandate is approved. The next SIP installment will debit on schedule."
SUBMITTED	Investor consent done, awaiting final bank sign-off	"Your bank has the mandate — final sign-off may take 1-2 more days."
REJECTED	Bank declined the mandate	"Your bank declined the mandate. Please create a new one — UPI Autopay activates faster." See Mandate Activation Failed.
CANCELLED	Customer or system cancelled	"Your mandate is cancelled — linked SIPs will not debit until you create a new mandate."

⚠️ APPROVED vs SUBMITTED can look confusing

Backend semantics: APPROVED = bank accepted, debits can run. SUBMITTED = investor's consent transaction succeeded but the bank has not finally accepted. If a customer sees SUBMITTED for more than 3 days, escalate — the bank may be holding the file.

KYC status

Source enum: KycRequestStatus and KycNonComplianceReason.

KYC request status

Status	What it means	What the agent says
Pending	KYC in progress	"Your KYC is in progress — continue from where you left off."
Submitted	Sent to KRA for verification	"Your KYC is with the KRA for verification — typically 1-3 business days."
Successful	KYC complete	"Your KYC is verified. You can invest now."
Rejected	KRA rejected	Check non-compliance reason (below).

KYC non-compliance reasons (when status = Rejected)

Source enum: KycNonComplianceReason.

Reason	What it means	What the agent says
Unavailable	No KYC record found at KRA	"We could not find a KYC record. Please complete fresh KYC inside the app."
OnHold	KRA temporarily holding for additional info	"The KRA has put your KYC on hold and needs more information. Please wait 2-3 business days."
Rejected	Documents invalid or insufficient	"Your documents were rejected. Please redo KYC with a clear PAN photo and matching name."
Deactivated	Previously compliant, now deactivated	"Your KYC was deactivated. You must redo KYC before you can invest."
Legacy	Old format, needs re-KYC	"Your KYC is in an older format. Please redo it inside the app — it takes a few minutes."
UnderProcess	KYC verification in progress	"Your KYC is being verified — this usually takes 1-3 business days."
Incomplete	Customer started but did not finish	"Your KYC is incomplete. Open the app and finish the remaining KYC steps."

KYC actions allowed

Source enum: KYCAction.

Action	What it means
Create	First-time KYC needed
Modify	Can edit existing KYC (e.g. address change)
Disallowed	KYC edits blocked (under verification or sanctioned)
None	No action available — KYC stable
Unknown	App could not determine action — escalate

OTP states

Source enum: OTPVerificationStatus.

State	What it means	What the agent says
UnVerified	OTP not yet attempted	"Please enter the 6-digit code we just sent."
Verifed (sic — code spelling)	OTP matched	"OTP verified — please continue."
InValid	Wrong digits typed	"That code is incorrect. Please re-enter, or tap Resend after the timer."
Expired	Code timed out	"That code expired. Please tap Resend to get a fresh code."
AlreadyVerified	Same OTP submitted twice	"That code has already been used. Please request a new one if you need to verify again."
ConsentNotFound	No matching consent on the server (session out of sync)	"It looks like your session is out of sync — please log out, log back in and try once more."

Registration sub-states (login flow)

Source enum: RegistrationStatus.

State	What it means
New	Brand new sign-up, no OTPs sent yet
EmailOTPSent	Email OTP dispatched (legacy flow)
EmailOTPExpired	Email OTP timed out
EmailVerified	Email confirmed
MobileOTPSent	Phone OTP dispatched
MobileOTPExpired	Phone OTP timed out
MobileVerified	Phone confirmed
FullyVerified	All identity OTPs done, customer can proceed

Investor onboarding states

Source enum: InvestorProfileStatus. Shows which step the customer is parked on.

State	Next step the app sends them to
NotStarted / Started	Demographic Info
DemographicsCreated	Financial Details
FinancialDetailsCaptured	Permanent Address
AddressCreated	Bank Details
NominationCreated	Nominee step (revisit)
BankAccountCreated	Bank Details (re-verification)
BankAccountVerified	Onboarding complete
InvestorProfileCompleted	Customer can invest

Bank account verification confidence

Source enum: BankAccountOwnershipConfidence. The penny-drop name-match score.

Confidence	What it means	What the agent says
VeryHigh / High	Name on bank matches KYC	"Your bank is verified — you can invest."
Uncertain	Partial match	"Your bank verification is uncertain. Please contact L2 to confirm."
Low / VeryLow	Name mismatch	"The name on the bank account does not match your KYC. Please use a bank account in your own name." See Bank Verification Failed.
Zero	No match at all	"We could not match the account holder. Please use a bank account in the exact KYC name."

Payment refund states

Source enum: PaymentRefundStatus. Shown when money was debited but the order failed.

Status	What the agent says
Created	"We have raised the refund. It will be credited in 5-7 business days."
Successful	"Your refund has been credited back to your account."
Failed	"The refund attempt failed — escalating to L2 for manual processing."

Payment status

Source enum: PaymentStatus. The state of a single payment attempt (UPI or NetBanking).

Status	What it means
PENDING	Customer has not approved yet
INITIATED	Sent to payment gateway
SUBMITTED	Gateway accepted, awaiting bank
SUCCESS	Money debited and confirmed
FAILED	Gateway or bank rejected

Transaction-plan states (SIP plan, FoT, Step-Up)

Source enum: TransactionPlanState.

State	What it means
Initiated	Plan being created in app
Created	Plan saved, awaiting review
Review_Completed	Internal compliance check passed
Confirmed	Plan confirmed
Submitted	Sent to BSE
Active	Running, debits happening on schedule
Cancelled	Customer or system cancelled
Completed	Plan finished its tenure
Failed	Plan creation failed

Order failure codes

Source enum: MFOrderFailureCode.

Code	What the agent says
order_failure_at_gateway	"Your payment provider rejected the transaction. Please retry with a different bank or UPI app."
order_expiry	"Your order expired before payment was completed. Please place it again."
others	Escalate to L2 with the order ID.

SIP plan cancellation reasons

Shown when a customer chooses to cancel a SIP. See the dedicated SIP Cancellation Reasons page for agent scripts per reason.

Code	Why a customer picks it
AMOUNT_NOT_AVAILABLE	Can't afford the installment any more
INVESTMENT_RETURNS_NOT_AS_EXPECTED	Fund under-performed
EXIT_LOAD_NOT_AS_EXPECTED	Surprise on exit-load discovery
SWITCH_TO_OTHER_SCHEME	Moving to a different fund
FUND_MANAGER_CHANGED	Lost confidence after manager change
INVESTMENT_GOAL_COMPLETE	Goal achieved
MANDATE_NOT_READY	Mandate stuck in REJECTED / SUBMITTED
INVEST_LATER	Wants to pause
CUSTOMER_SUPPORT_NOT_SATISFACTORY	Support complaint
AMC_SUPPORT_NOT_SATISFACTORY	AMC complaint
CUSTOM_REASON	Free-text from the customer

ℹ️ Casing matters when reading status to L2

Status words are sent verbatim across systems. Submitted and SUBMITTED are different enums (MFOrderState is title-case, MandateStatus is upper-case, PaymentStatus is upper-case). When escalating to L2, copy the casing exactly as the customer reads it.