Support Guide
Verified: 2026-05-28100% complete

Geolocation permission denied

Verified: 2026-05-28% complete
Customer's problem
The KYC address step is requesting location, the customer denied it, and KYC cannot proceed.
Quick fix
In phone Settings, set Perccent's location permission to 'While Using the App'. Turn on GPS. If indoors, move near a window or step outside.
❓ First ask

"Have you granted location permission to the Perccent app in your phone settings? And is your GPS / Location turned on?"

Steps — what to do

  1. Explain to the customer — location is needed to verify the address; it is a KYC requirement and is a one-time step.
  2. Open phone Settings, find Perccent in the app list, and set Location Permission to "While Using the App".
  3. Check that GPS / Location Services are turned on in the phone.
  4. If indoors, ask the customer to move near a window or step outside briefly — GPS works better with a clear view of the sky.
  5. After enabling location, return to the app and retry the KYC step.
🗣️ Say this to the customer
Perccent needs your location to verify your address; this is a one-time KYC step. In your phone Settings, set the Perccent location permission to 'While Using the App' and turn GPS on. If you are indoors, please move near a window, then retry in the app.
✅ Do
Let the customer enable the location permission in their phone settings themselves.
⛔ Don't
Never ask the customer for their Aadhaar number, OTP, or any private detail in the name of location.
🔴 Escalate when

The customer has granted location permission and GPS is on, but the app still shows a location error. Escalate to L2 — they will check the captured geolocation values. Coordinates or values outside India indicate a device-level problem.

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

The KYC address step requires geolocation. Latitude and longitude must be non-zero and fall within India's geographic boundaries. A value of will block KYC submission entirely. The app requests device location permission to capture these coordinates.

🚨 Important: zero coordinates

If both latitude and longitude are 0, KYC submission is blocked. This means the device did not produce a valid GPS fix. The customer must enable GPS properly before retrying.