Verified: 2026-05-28100% complete
KYC status explained
Verified: 2026-05-28% complete
Customer's problem
The customer is asking what their KYC status means and why they cannot invest.
Quick fix
Find the exact status word in the table below and explain its meaning to the customer in plain language.
❓ First ask
"Which word is shown on the KYC screen in the app? Please read it out exactly." — then look that word up in the table below.
Status word lookup — use this table
💡 Use this table while the customer reads the screen
The customer will read a word off the KYC screen. Find that word in the table below, understand the meaning, and explain it in simple language.
KycRequestStatus (where the KYC has reached)
| Status word | Plain-English meaning (to tell the customer) | Detail |
|---|---|---|
| NotStarted | "You have not started KYC yet." | User hasn't begun KYC yet. They need to start from the KYC screen. |
| InProgress / Pending | "KYC was started but not completed. Please resume from where you left off." | KYC started but not all steps completed. User should resume where they left off. |
| Esign_Required | "All details are submitted. Only the eSign (Aadhaar OTP digital signature) step is left." | All details submitted, but the electronic signature step is still pending. User must complete eSign to proceed. |
| Submitted | "Your KYC is under review. It typically takes 1 to 2 business days." | KYC application sent for review. Typically takes 1-2 business days for processing. |
| Successful | "Your KYC is approved. You can now start investing." | KYC approved. User can invest. |
| Rejected | "Your KYC was rejected. The reason is shown on screen. Please correct the details and re-submit." | KYC denied. A reason is provided. User can review the reason and re-submit with corrected details. |
KycAction (what the user can do next)
| Action word | Plain-English meaning | Detail |
|---|---|---|
| Create | "A new KYC application has to be started." | New KYC application needed. |
| Modify | "The existing KYC can be edited and re-submitted." | Existing KYC can be edited and re-submitted. |
| Disallowed | "KYC cannot be changed right now (it is under review)." | KYC changes are blocked (usually during review). |
| None | "No action is needed. The KYC is complete." | No action required (KYC is complete). |
🗣️ Say this to the customer
Let me check your KYC status. If it says Submitted, it is under review and takes 1 to 2 business days. If it says Rejected, the reason is shown on screen, please correct it and re-submit. If it says eSign Required, only the Aadhaar OTP signature step is left.
✅ Do
Ask the customer to read the exact word on the screen, then explain its meaning using the table.
⛔ Don't
Never ask the customer for their Aadhaar number, PAN number, or any OTP. None of that is needed to explain a status.
🔴 Escalate when
KYC has been stuck on "Submitted" for more than 3 business days, OR status is "Rejected" but no clear reason is shown on screen. Escalate to L2.
⚙️ Background (agent reference — do not read to customer)
The KYC status determines what the user can do. KycRequestStatus tracks position in the flow (NotStarted, InProgress/Pending, Esign_Required, Submitted, Successful, Rejected). KycAction tells what is allowed (Create, Modify, Disallowed, None). Check the current KycRequestStatus to understand the user's position in the flow.