Video KYC FAQs

What is Video KYC?

Video KYC (Know Your Customer) is a secure, digital process that lets you verify a customer’s identity through a live video call with a trained agent. Customers can complete their KYC remotely, without submitting physical documents or visiting a branch.

What are the benefits of using Video KYC?

Video KYC helps you:

• Onboard customers faster – Reduces time and effort required for identity verification.
• Lower operational costs – Removes the need for physical document handling and manual checks.
• Strengthen security and compliance – Uses secure processes to prevent fraud and meet regulatory requirements.
• Reach more customers – Enables remote onboarding from anywhere in India.

What documents are required?

Customers need to have physical copies of valid, government-issued ID documents. These include:

• PAN (required for identity verification)
• Aadhaar
• Optional: Passport, Voter ID, or Driver’s Licence

How secure is the Video KYC process?

Video KYC uses several safeguards to verify identity and prevent fraud:

• Live video call – A real-time interaction confirms the customer is physically present.
• Facial matching – Compares the live image to the photo on the ID document.
• Geo-tagging – Captures the customer’s location during the call.
• Liveness detection – Ensures the video is not a recording.

How long does Video KYC take?

Most customers can complete the process in under 2 minutes.
To avoid delays, ask customers to:

• Keep their ID documents ready
• Ensure a stable internet connection
• Follow the on-screen instructions carefully

What is an RBI-compliant Video KYC?

Cashfree’s Video KYC is designed to meet the Reserve Bank of India (RBI) guidelines issued in July 2024. It provides:

• A secure, agent-assisted video call
• Bank-grade encryption
• Biometric checks
• Secure storage of customer data

The solution is scalable, easy to integrate, and fully compliant with RBI norms.

Who is involved in the Video KYC process?

The main roles are:

• Merchant – The business initiating the KYC process
• Customer – The person completing the KYC
• Agent – The representative who conducts the video call and verifies identity
• Auditor – The reviewer who approves or rejects the KYC based on the session data

How do I add a new Video KYC Agent or Auditor?

To add a user for Video KYC:

1. Sign in to the merchant dashboard.
2. Navigate to Secure ID > Video KYC > Agents & Auditors.
3. Click + Add Agent/Auditor.
4. Select the role (Agent or Auditor).
5. Enter the user’s full name, work email address, and (optionally) phone number.
6. Click Add.

What happens after I add a Video KYC Agent or Auditor?

The user receives an email with:

• A link to their respective Video KYC portal.
• Instructions for setting up their Video KYC account.
• Role-specific access permissions.

Where can Agents and Auditors access the Video KYC portals?

• Agent Portal: vkyc-agent.cashfree.com
• Auditor Portal: vkyc-auditor.cashfree.com

Can I disable a Video KYC Agent or Auditor without deleting them?

Yes, you can toggle the Status to disable a user without deleting them. This restricts their access while keeping their data in the system.
Path: Go to Secure ID > Video KYC > Agents & Auditors, locate the user in the table, and toggle the Status column.

How do I permanently remove a user from the dashboard?

Click the trash bin icon in the Actions column of the user table to permanently delete an agent or auditor.
Path: Go to Secure ID > Video KYC > Agents & Auditors, locate the user, and click the trash bin icon in the Actions column.