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Step-by-Step Guide to Resolving Video KYC Photo Mismatches

RBL Bank Jan 22, 2025

Have you faced repeated video KYC failures when opening a new account? One of the most common reasons is mismatch between your PAN card photo and your live video image. This can be frustrating, but solution to this problem is simple.

In this guide, we’ll help you understand why this issue occurs and walk you through how to make your next video KYC attempt a success.

What is Video KYC?

Video KYC (Know Your Customer) is a digital onboarding process that leverages video conferencing technology to verify the identity of customers remotely. This innovative method allows businesses to comply with Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations efficiently. During a Video KYC session, a live video interaction takes place between the customer and a representative of the business. The representative verifies the customer’s identity with relevant documents, ensuring a secure and streamlined verification process.

Importance of Video KYC in Digital Onboarding

Video KYC plays a crucial role in digital onboarding, particularly for businesses operating online. It enables these businesses to verify customer identities remotely, reducing the risk of identity theft and other forms of cybercrime. By eliminating the need for customers to visit a physical branch or office, Video KYC offers a convenient and user-friendly experience. This not only enhances customer satisfaction but also helps businesses maintain compliance with regulatory requirements, ensuring a secure and efficient onboarding process.

Why Accurate PAN Card Photos Are Crucial

Your PAN card serves as a vital identity document for financial transactions, investments, and digital banking services. During video KYC, the system compares your live photo with the one on your PAN card. If they don’t match, your verification will likely fail.

Here’s why keeping your PAN card photo updated is essential:

  • Seamless Verification: Ensures smooth and quick completion of video KYC.
  • Avoid Delays: Prevents account activation delays caused by verification failures.
  • Accurate Identification: Helps banks and financial institutions verify your identity without ambiguity.

Common Reasons for PAN Photo Mismatches

You might experience a mismatch for several reasons:

  • Incorrect Photo Upload: Errors during the PAN card application process can lead to the wrong photo being uploaded.
  • Poor Quality Photo: Low-resolution or blurred photos can hinder accurate recognition.
  • Changes in Appearance: Over time, an individual’s appearance may change significantly, leading to discrepancies.
  • Printing Errors: Mistakes during the printing process can result in photo mismatches.

Recognising these issues is the first step towards resolving them.

How to Update Your PAN Card Photo?

If you need to update your PAN card photo, follow these steps:

Online Process:

  • Visit the official NSDL website.
  • Click on ‘Changes or Correction in existing PAN data/Reprint of PAN Card.’
  • Select ‘Individual’ as your category.
  • Provide the required details, including your name, mobile number, email ID, date of birth, PAN number, and confirm your Indian citizenship.
  • Enter the displayed captcha code and click ‘Submit.’
  • Note down the token number generated for your application.
  • Choose your preferred method for submitting documents.
  • Tick the checkbox next to ‘Photo Mismatch.’
  • Complete the “Address and Contact” section with your personal details.
  • Provide documents as proof of identity, address, and date of birth.
  • If you submit a copy of your Aadhaar card, you won’t need separate documents for identity, address, and date of birth. Ensure you also include a copy of your PAN or PAN allotment letter.
  • Agree to the declaration by ticking the box and click ‘Submit.’ If necessary, click ‘Edit’ to make further changes.
  • Pay the applicable fee, which includes GST. The amount varies based on whether your address is in India or abroad.
  • Save and print the application form.
  • Send the printed application form along with the required documents to the following address:
    Income Tax PAN Services Unit (Managed by NSDL e-Governance Infrastructure Limited), 5th Floor, Mantri Sterling, Plot No. 341, Survey No. 997/8, Model Colony, Near Deep Bungalow Chowk, Pune-411 016.
  • Ensure all necessary documents are enclosed with the form.
  • You’ll receive a 15-digit acknowledgment number, which can be used to track your application status.

Offline Process:

  • Complete the same ‘Changes or Correction in existing PAN data’ form used online. For ‘Paperless PAN Application,’ select ‘No.’
  • Submit the form and pay the required fee. You will receive an acknowledgment email.
  • Print the acknowledgment form and attach two recent passport-sized photos (3.5 cm x 2.5 cm) with a white background.
  • Paste the photos in the designated spaces without clipping, stapling, or signing over them.
  • Send the acknowledgment form along with the required documents to:
    Income Tax PAN Services Unit, Protean e-Gov Technologies Limited, 5th Floor, Mantri Sterling, Plot No. 341, Survey No. 997/8, Model Colony, Near Deep Bungalow Chowk, Pune-411016.

Documents Required for PAN Card Photo Update

  • Proof of Identity
  • Proof of Address
  • Proof of Date of Birth
  • Aadhaar card (if applicable)
  • Copy of PAN card or PAN allotment letter
  • Proof of request for change
  • New photographs (size: 3.5 cm x 2.5 cm or 132.28 pixels x 94.49 pixels)

How to Track Your Application Status?

After submitting your PAN card photo update application, you can track its status online using the following steps:

  • Visit the NSDL PAN application status tracking page.
  • Enter your 15-digit acknowledgment number.
  • Provide the captcha code displayed on the page.
  • Click ‘Submit’ to view the current status of your application.

This ensures you stay informed about the progress and completion of your request.

Tips to Avoid Video KYC Failures in the Future

  • Keep Your PAN Card Updated: Ensure your photo reflects your current appearance.
  • Prepare for Video KYC: Use a well-lit area and a neutral background.
  • Check Details Carefully: Verify all personal details before submitting your application.

Conclusion

Video KYC failures due to PAN card photo mismatches are common but easily preventable. By updating your PAN card photo, you can ensure smooth and efficient verification processes. Follow the steps above, and your next video KYC attempt should be hassle-free.

Take action today and stay ahead of potential verification issues. Your seamless banking experience is just an updated photo away!

Disclaimer: Articles published on the website are merely indicative and suggestive in nature and do not amount to solicitation. The contents do not guarantee the desired returns and/or results. Reader is advised to exercise discretion and consult independent advisors for achieving desired result. Visitors to this blog/ website w.r.t products & services offered by RBL Bank Limited herein, shall ensure that the comments / feedback posted shall be restricted to the contents published herein and shall not contain such language that may be un-parliamentary or against any religion, caste, section of society, political view etc. While our endeavor is to publish the comments that are submitted, however, all comments/feedback shall be subject to internal review by RBL Bank Limited. We do not guarantee that the comments that are submitted will be published.

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