Support Guide
Verified: 2026-05-28100% complete

PAN mismatch / name correction

Verified: 2026-05-28% complete
Customer's problem
The app says the PAN is incorrect or the name does not match the PAN, and KYC cannot proceed.
Quick fix
Re-check the PAN number carefully (10 characters, e.g. ABCDE1234F). The name and date of birth must match the PAN card exactly.
❓ First ask

"Are the name and date of birth you entered in the app exactly the same as printed on your PAN card?"

Steps — what to do

  1. Re-check the PAN number for any typo. A PAN is 10 characters long, e.g. ABCDE1234F.
  2. The name must match the PAN card exactly. If the PAN shows the full name, do not use a short form. If the PAN shows initials, enter the initials.
  3. Date of birth must match the one on the PAN card — verify this too.
  4. If the customer recently changed their name with the Income Tax Department, the update can take a few weeks to reflect.
🗣️ Say this to the customer
Please re-check your PAN number carefully for any typo, and enter your name and date of birth exactly as printed on your PAN card — no short forms or changes. This is the most common mistake.
✅ Do
Ask the customer to look at their PAN card and match every detail themselves.
⛔ Don't
Never ask for the customer's Aadhaar number or any OTP. The customer will enter the PAN details on screen themselves.
🔴 Escalate when

The customer has verified every PAN detail against the PAN card exactly, but the fetch API still fails. Escalate to L2 — they will check the specific error response in the KYC fetch API logs.

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

PAN is entered in Step 1 of KYC and validated via api/v1/kyc/fetch. The system checks the PAN against income tax records. If the name or date of birth doesn't match what's on record with the Income Tax Department, the pre-fill fails and the user cannot proceed.