Support Guide
Verified: 2026-05-28100% complete

eSign failed

Verified: 2026-05-28% complete
Customer's problem
The customer is unable to complete eSign (Aadhaar OTP digital signature), or the OTP is not arriving.
Quick fix
The OTP goes to the Aadhaar-linked mobile number (not the Perccent-registered number). That number must be active. If the page hangs, wait 2 minutes and check the KYC status.
❓ First ask

"Is the mobile number linked to your Aadhaar currently active with you? The OTP goes to that number, not to your Perccent-registered number."

Steps — what to do

  1. Explain to the customer — the eSign OTP is sent to the mobile number linked to Aadhaar (UIDAI), not to the Perccent-registered number. The two may be different.
  2. Confirm that the Aadhaar-linked number is active and able to receive SMS.
  3. If the eSign page did not load at all, close the app and retry.
  4. If the OTP was entered but the page hung, wait 2 minutes and check the KYC status — it may already be complete.
đŸ—Ŗī¸ Say this to the customer
The eSign OTP is sent to the mobile number linked to your Aadhaar, which may be different from your Perccent-registered number. Please keep that number active. If the page froze after you entered the OTP, wait 2 minutes and check your KYC status — the signature may already have gone through.
✅ Do
Let the customer enter their Aadhaar OTP on the eSign page themselves.
⛔ Don't
Never ask the customer for their Aadhaar number or eSign OTP. This is private information.
🔴 Escalate when

The customer completed eSign successfully (confirmation shown on the eSign page) but the app still shows KYC as "Esign_Required". Escalate to L2 — they will check the eSign callback and sync the KYC status.

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

Step 8 of KYC — Aadhaar-based electronic signature via Signzy or IDfy. The user enters their Aadhaar number, receives an OTP on the mobile number linked to Aadhaar, and signs electronically. This requires the user's Aadhaar-linked mobile to be active and receiving SMS.

ℹī¸ Aadhaar-linked number, not the Perccent number

The eSign OTP goes to the Aadhaar-linked mobile number, not the one registered with Perccent. This is the most common source of confusion.