PhonePe Merchant

PAN Verification

TEXT_COMPARISON_FAILED

PAN Type Mismatch / Business type change not allowed / Too much edit in PAN

You can edit only 3 out of 10 characters in the PAN

Your verification has failed as there is a name mismatch.

Hello,

Thank you for reaching out.

Regarding your request, your verification failed due to a name mismatch.

To resolve this, please ensure the name matches your records within this limit, or provide a document that correctly aligns with your registered details.

If you require any further assistance or have additional questions, please feel free to contact us.

Regards, 

PhonePe Merchant Helpdesk

INVALID_PAN

Essential to provide Individual PAN

Provide Individual PAN with 4th letter 'P'

We can see that your verification has failed. Kindly provide the correct PAN number for individual KYC please enter the PAN with 4th letter 'P'.

FRA_DOCUMENT_RETRIES_EXHAUSTED

Number of attempts exceeded

Please try after 24 hours

Your previous KYC document has been rejected following multiple failed verification attempts. Please submit a completely new, valid, and authentic KYC document, as the system will no longer accept the previous submission.

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Please feel free to connect with us, in case of any further help.

SOURCE_VERIFICATION_FAILED

PAN Verification is not working

Please try after sometime

We are unable to verify your KYC details, requesting you to retry after sometime. If you still face the issue, try a different document.

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Wait for 24 hours and try again.

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Please feel free to connect with us, in case of any further help.

SOURCE_VERIFICATION_ID_NOT_FOUND

PAN number is invalid

Please provide valid PAN Number

Please submit the correct, valid KYC document. Verification failed because you have entered incorrect details. Ensure the document is current and all entered details exactly match Bank account holder Name.

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Please feel free to connect with us, in case of any further help.

FRAUD_BLOCKED

PAN is already in use

PAN already in use by another merchant. This PAN cannot be accepted.

The document you are trying to link is already linked with another PhonePe business account. Kindly try linking the different KYC document matching with your Bank account holder Name.

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Please feel free to connect with us, in case of any further help.

Hello,

PAN_VERIFICATION_NAME_MISMATCH

Name mismatch between given Name and PAN Name

PAN Name entered is not the valid PAN Name.

Please submit the correct PAN for verification. We need the Name and Date of Birth you enter to be exactly the same as what is on your PAN card and your bank account. The last submission failed because the name and/or date of birth did not match our official records.

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Please feel free to connect with us, in case of any further help.

PAN_VERIFICATION_DOB_MISMATCH

Date Of Birth/Incorporation mismatch

DOB entered is not the valid DOB

OTP_GENERATION_BANNED

User is banned from generating OTP

User cannot generate OTP

OTP_ATTEMPTS_EXHAUSTED

OTP Attempts exhausted

Please try after 24 hours

Please note that your access is temporarily restricted due to excessive attempts. You have exhausted the limits for both requesting and entering the OTP code. Please wait 24 hours before attempting the verification process again, and ensure the correct OTP is entered on the first attempt when you restart.

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Please feel free to connect with us, in case of any further help.

AGE_NOT_ABOVE_18

Merchant is under age

Mx not allowed as per compliance

Please submit the correct KYC document for an applicant 18 years of age or older. The previous document failed verification as the individual's age was under the minimum requirement.

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Please feel free to connect with us, in case of any further help.

Aadhaar Face Auth

FACE_CAPTURE_FAILED

Face Capture Failed

Kindly do this Troubleshooting step:

1. Remove any glasses, cap or other face coverings

2. Ensure you are scanning the correct Aadhaar holder

3. Ensure good lighting on the face, take a clear photo, and try again

4. Ensure your aadhaar biometric is unlocked from mAadhaar App.

5. Re-launch the app and re-try after sometime.

FACE_AUTHENTICATION_FAILED

Face Match Authentication Failed

Kindly do this Troubleshooting step:

1. Remove any glasses, cap or other face coverings

2. Ensure you are scanning the correct Aadhaar holder

3. Ensure good lighting on the face, take a clear photo, and try again

4. Ensure your aadhaar biometric is unlocked from mAadhaar App.

5. Re-launch the app and re-try after sometime.

FRAUD_BLOCKED

Aadhaar is already in use

The document you are trying to link is already linked with another PhonePe business account. Kindly try linking the different KYC document matching with your Bank account holder Name.

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Please feel free to connect with us, in case of any further help.

CAPTURE_FAILED_IMPROVE_LIGHTING

Low Quality Photo Captured

Kindly do this Troubleshooting step:

1. Try with front camera

2. Ensure good lighting on the face

3. Capture clear photo of the complete face and try again

4. Ensure your aadhaar biometric is unlocked from mAadhaar App.

5. Re-launch the app and re-try after sometime.

CAPTURE_FAILED_FOCUS_AWAY_FROM_CAMERA

Eye Contact Missing

1. Ask the merchant to look directly into the camera lens.

2. If the issue still persists, try with a front camera with good lighting.

And retry.

INVALID_OTP

Face Match Failed

Kindly do this Troubleshooting step:

1. Remove any glasses, cap or other face coverings

2. Ensure you are scanning the correct Aadhaar holder

3. Ensure good lighting on the face, take a clear photo, and try again

4. Ensure your aadhaar biometric is unlocked from mAadhaar App.

5. Re-launch the app and re-try after sometime.

FACE_DID_NOT_MATCH_WITH_AADHAAR_IMAGE

Face Match Failed

Kindly do this Troubleshooting step:

1. Remove any glasses, cap or other face coverings

2. Ensure you are scanning the correct Aadhaar holder

3. Ensure good lighting on the face, take a clear photo, and try again

4. Ensure your aadhaar biometric is unlocked from mAadhaar App.

5. Re-launch the app and retry after sometime.

USER_ABORTED

Flow aborted. Please try again.

You have aborted the flow inbetween, please retry again.

QILA_INTERNAL_SERVER_ERROR

Something went wrong (Technical issue)

Please try again after sometime

Re-launch the app and retry after sometime.

NETWORK_ISSUE

Weak Network Connection

Ensure stable internet connection

Ensure a stable internet connection and try again

AADHAAR_DETAILS_VALIDATION_FAILED

Invalid Aadhaar Number

Enter valid correct aadhaar number

Please re-enter correct aadhaar number, and try again

UNSUPPORTED_APP_VERSION

Application Version not supported

Update Face RD App

Please update the RD application and retry after sometime.

SERVER_TIMEOUT

Server Timeout

Please wait for sometime and try again.

Re-launch the app and retry after 5 seconds.

QILA_COMMUNICATION_ERROR

UIDAI is not reachable

UIDAI is not reachable.

Please wait for sometime and try again later.

EKYC Verification

AADHAAR_VERIFICATION_NOT_WORKING

Aadhaar verification is not working

Please wait for sometime and try again.

Please wait for sometime and try again later.

INVALID_MOBILE_NUMBER

Aadhaar not linked to mobile number

Try with a different aadhaar or link your ph number in aadhaar or do Face Auth

We can see your verification has failed, try with a different Aadhaar card with your phone number or link your registered number with your Aadhaar or you can do Face Authentication to complete the step.

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Please feel free to connect with us, in case of any further help.

AADHAAR_DETAILS_ARE_LOCKED

Aadhaar details are locked

Use mAadhaar App to unlock

You need to use mAadhaar App to unlock the Aadhaar, as currently your Aadhaar is locked. This was the reason that your verification failed.

INVALID_AADHAAR_VID_DETAILS

Invalid Aadhaar VID Details

Enter the correct details

Please re-submit your Aadhaar details, ensuring the provided Virtual ID (VID) is correct and currently active. Your verification failed due to an issue with the VID being invalid or expired, or because the submitted details did not match the official Aadhaar records.

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Please feel free to connect with us, in case of any further help.

EXPIRED_AADHAAR_VID_DETAILS

Expired Aadhaar VID details

Enter the correct details

AADHAAR_SUSPENDED

Aadhaar suspended

Try with a different aadhaar

Your Aadhaar verification has failed. The Aadhaar document submitted for verification is currently suspended, locked, or deactivated within the official UIDAI records and cannot be used for identity verification. Try submitting different Aadhaar matching with your Bank account holder Name.

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Please feel free to connect with us, in case of any further help.

AADHAAR_CANCELLED

Aadhaar cancelled

Try with a different aadhaar

OTP_GENERATION_LIMIT_EXHAUSTED

OTP Generation Limit Exhausted

Try again after 24 hours

Your OTP generation is exceeded, try again after 24 hours.

OTP_VERIFICATION_LIMIT_EXHAUSTED

OTP Verification Limit Exhausted

Try again after 24 hours

OTP_GENERATION_FLOODING_AADHAAR

OTP Generation Flooding

Try again after 1 hour

Retry generating the OTP after 1 hour.

FRA_DOCUMENT_BLACKLISTED

Aadhaar Already in Use

Try with a different aadhaar

The document you are trying to link is already linked with another PhonePe business account. Kindly try linking the different Aadhaar matching with your Bank account holder Name.

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Please feel free to connect with us, in case of any further help.

AADHAAR_SUSPENDED_DUE_TO_PENDING_MBU

Aadhaar Suspended (Mandatory Biometric Update)

Use mAadhaar App to unlock

You need to use mAadhaar App to unlock the mandatory biometric.

AADHAAR_DEACTIVATED_DUE_TO_DECEASED_STATUS

Aadhaar Deactivated (Holder marked as deceased)

We can see your verification has failed, as your Aadhaar is not working, kindly try using different Aadhaar.

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Please feel free to connect with us, in case of any further help.

DATE_OF_BIRTH_NOT_FOUND

DOB not found on Aadhaar

Try with a different aadhaar

We need the Date of Birth to be mentioned on the Aadhaar card. The last submission failed because the date of birth was not mentioned on the shared Aadhaar card. Try submitting a different Aadhaar card.

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Please feel free to connect with us, in case of any further help.

Entity Document

CIN_SOURCE_VERIFICATION_FAILED

CIN verification is not working right now

Try again after 24 hours

The source verification is not working now, kindly try after 24 hours.

DIRECTOR_NAME_EMPTY_OR_NULL

Invalid CIN number (Director name not present)

Try with a different CIN

TEXT_COMPARISON_FAILED

Name Mismatch (Incorporation name vs PAN name)

Try with a different CIN or get the CIN updated

CKYC Pull

CKYC_PULL_FAILED

We’re facing a temporary issue

Proceed without CKYC

There is a temporary issue, you can proceed to the next step, without the CKYC.

CKYC_DATA_UNAVAILABLE_IN_CLIENT_CALLBACK

Sorry, this rarely happens

Proceed without CKYC

This rarely happens, you can proceed to the next step, without the CKYC.

OTP_GENERATION_FAILED

Details Mismatch

Try again after 1 hour

OTP generation has failed, request you to try after 1 hour.

OTP_EXPIRED

Invalid OTP

Enter the correct OTP / Try again

We can see your verification has failed, as you have entered the invalid OTP, request you try again and enter the correct OTP.

CKYCR_PHONE_NUMBER_MISMATCH

Mobile number mismatch

Try with your linked Phone number in CKYC

You need to try with the Phone number which is linked with your KYC Document, as there is mis-match.

PHONE_NUMBER_NOT_LINKED

No records found (CKYCR not linked to mobile)

Proceed without CKYC

No record has been deducted, you can proceed to the next step, without the CKYC.