Video Know Your Customer
(Video KYC) FAQs

Watch the tutorial video on the Video KYC process here

What is Video KYC (Know Your Customer)?

Video KYC provides you with an option to provide your KYC details on a video call with one of our Bank agents. By providing your details and completing the KYC process on a video call, you won’t need to upload or send physical KYC documents to us.

 

What is the advantage of Video KYC?

The end-to-end process of completing your credit card application can now be done from the comfort of your home through an online process via a video conversation.

 

Will my Aadhaar required during the Video KYC?

Yes, your Aadhaar number will be required to obtain a One Time Password (OTP) so you can connect to the Video KYC call. Your mobile number should be registered with the Unique Identification Authority of India (UIDAI) to get an Aadhaar OTP.

 

Will my PAN card be required during the Video KYC?

Yes, you will need to have your original PAN card available as you will be required to show it to our Bank agent on the video call so they can capture a screenshot. If you do not have the PAN card handy, you can always do a Video KYC at another time - simply click on the same link shared via email.

 

What are the different steps involved in the Video KYC process?

Video KYC is one of the easiest ways to verify your KYC documents. Here’s what you’ll need to do:
Step 1: Click on the link shared via email and agree to the consent form to retrieve your Aadhaar XML file.
Step 2: Once you enter your Aadhaar number and Captcha, a One Time Password (OTP) will be sent to your registered mobile number.
Step 3: Enter the OTP.
Step 4: Your Aadhaar file will be downloaded and the option to start your Video KYC call will be available.
Step 5: Our Bank agent will take you through the process and a live picture and screenshot of your PAN card will be captured.

Once the process is complete, our agent will advise you of the next steps.

 

Why do I need to give consent for my camera, microphone and location?

Since it is a video verification process, consent to use the camera and microphone is needed to proceed with the Video KYC process. According to RBI guidelines, you need to be in India to participate in the Video KYC process. Providing location access will help us in ascertaining your location. This is for verification purposes only and will not be shared with anyone.

 

When can I carry out the Video KYC process? Is it available 24/7?

You can carry out the Video KYC on any day excluding Public Holidays between 9:00 am to 9:00 pm.

 

What will happen if the Video KYC process is disconnected while in progress?

If the Video KYC call could not be completed, you can restart the Video KYC process by visiting the same link shared via email and the fresh session can be initiated.

 

Do I have to be in India to carry out the Video KYC process?

Yes. According to Reserve Bank of India guidelines, you need to be in India to carry out the Video KYC process.

 

My application address is different from my Aadhaar address. Can I carry out the Video KYC process?

Yes, you can. You need to show another officially valid document from the list given below as KYC proof of address during your Video KYC call.

 

Acceptable Officially valid Document (OVD)

  1. The Passport First page and last page where address is mentioned. 
  2. The Driving License front and back copy (Driving license which explicitly states it cannot be used for address proof should not be submitted for address proof). 
  3. The Voter Identity Card issued by the Election Commission of India (Voter Identity Card which explicitly states it cannot be used for proof of age / Date of birth (DOB) should not be submitted for proof of age / DOB)
  4. Job Card issued by NREGA duly signed by an office of the state government. 
  5. Letter issued by the national population register, containing details of name and address.

 

Is Video KYC safe and secure?

  • Yes. Since the Video KYC call will happen through a secured line from an American Express domain, your data is end to end encrypted and thus safe from any misuse. In addition, you should take the below precautions while initiating Video KYC. Don’t share the Video KYC link with anyone.
  • Connect for the Video KYC only through the link shared by American Express on your mobile number/email ID. Don’t give your personal details like PAN card and Aadhaar number if a link on email takes you off the bank’s authorized vendor IDfy’s website to complete the Video KYC.
  • There is no requirement of any third-party video calling application such as Zoom, WhatsApp, and Skype, etc.
  • Keep your Aadhaar information safe. American Express Bank agents will never ask you to share Aadhaar number on a Video KYC call.

What kind of device can I use?

You can use your laptop, smart phone (Android or iPhone), iPAD or desktop to complete the Video KYC process. Your device needs a reliable working camera, microphone, location and internet services.

 

What if I wear a mask or other face covering? Can I still use video verification?

No. you need to remove any mask or face covering before you start your video verification.

 

Do I need to book an appointment to do video verification?

No. video verification is available 9:00 am to 9:00 pm, excluding Public holidays.

 

What should I do if no agent is available for my video verification call?

Sorry for the inconvenience. This can happen due to heavy traffic on our platform. Please try again. Just initiate your video verification again with link sent to you over email.

 

What is the minimum pixel requirement of the phone to carry out video verification?

There is no minimum pixel requirement. However, the Video KYC process needs to be clear enough that we can verify the documents and take a clear live photo of you.

 

What do I need to have ready before I initiate my video Verification?

Please have these things ready for your call:

  • Your original permanent account number (PAN) Card
  • Ensure that you have a good internet connection
  • Log in to the call with a device that has camera and a microphone
  • Since the call will be recorded, make sure that you login from an area with ample light and a clear background
  • Permission to access your device's location, camera and microphone
  • Please ensure you are not using a VPN
  • Alternate address proof in case your address in your application form does not match with the address on Aadhaar. You need to show another officially valid document from the list given below as KYC proof of address during your Video KYC call.

Acceptable Officially valid Document (OVD)

1. The Passport First page and last page where address is mentioned.   

2. The Driving License front and back copy (Driving license which explicitly states it cannot be used for address proof should not be submitted for address proof). 

3. The Voter Identity Card issued by the Election Commission of India (Voter Identity Card which explicitly states it cannot be used for proof of age / Date of birth (DOB) should      not be submitted for proof of age / DOB)

4. Job Card issued by NREGA duly signed by an office of the state government.

5. Letter issued by the national population register, containing details of name and address.