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This reference guide explains the status codes, user templates, and agent templates available for Video KYC (VKYC) implementation. Use this information to understand response parameters and configure your VKYC flow.

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Status and sub-status reference

The following table describes all possible status and sub-status combinations returned by the VKYC API, along with recommended actions for each scenario.

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Request status types

The status codes are organised by verification phase. Each phase contains specific sub-status codes that indicate the current state and required actions.
Sub-statusDescriptionRecommended action
INSUFFICIENT_BALANCEThe request is rejected due to insufficient balanceAdd funds to your account and retry the request
Sub-statusDescriptionRecommended action
LINK_GENERATEDThe link for Video KYC was generated successfullyShare the link with the user through your preferred channel
Sub-statusDescriptionRecommended action
AADHAAR_VERIFICATION_SUCCESSThe user’s Aadhaar details were verified successfullyProceed to the next verification step
AADHAAR_VERIFICATION_FAILEDThe user’s Aadhaar details could not be verifiedAsk the user to retry with correct Aadhaar information
AADHAAR_VERIFICATION_EXPIREDThe Aadhaar verification session expiredRestart the Aadhaar verification process
USER_IP_VERIFICATION_SUCCESSFULThe user’s IP address was verified successfullyContinue with the verification flow
USER_PROXY_DETECTEDA proxy or VPN was detectedAsk the user to disable proxy/VPN and retry
TECHNICAL_FAILUREA technical issue occurred during verificationRetry after some time or contact support
USER_LOCATION_VERIFICATION_SUCCESSThe user’s location was verified successfullyProceed to device checks
USER_LOCATION_OUTSIDE_INDIAThe user is outside IndiaReject the request or ask user to retry from India
USER_AUDIO_CHECK_FAILEDThe user’s microphone is not enabledAsk the user to enable microphone access
USER_VIDEO_CHECK_FAILEDThe user’s camera is not enabledAsk the user to enable camera access
USER_LOCATION_PERMISSION_DISABLEDThe user did not grant location accessAsk the user to allow location permissions
USER_DEVICE_CHECK_SUCCESSThe user’s device passed all checksProceed to agent assignment
USER_QUEUEDThe user is waiting for an available agentDisplay queue position and estimated wait time
SCHEDULED_USER_QUEUEDThe user is queued for a scheduled appointmentNotify user of scheduled time
NO_AGENT_FOUNDNo agent is available at this timeRetry after some time or offer scheduling
AGENT_ASSIGNED_TO_USERAn agent has been assigned to the userNotify user that verification will begin
USER_MEETING_SCHEDULEDThe user’s meeting is scheduled successfullySend meeting details to the user
USER_MEETING_CANCELLEDThe user’s meeting was cancelledOffer rescheduling options
Sub-statusDescriptionRecommended action
USER_ACCEPTED_MEETINGThe user accepted the meeting invitationStart the VKYC verification process
USER_REJECTED_MEETINGThe user rejected the meeting invitationReschedule or mark verification as failed
USER_MISSED_MEETINGThe user missed the scheduled meetingOffer rescheduling options
USER_DROPPED_OFFThe user disconnected during verificationLog the issue and offer reconnection
AGENT_DROPPED_OFFThe agent disconnected during verificationRetry with another agent
USER_ENDED_CALLThe user ended the callReview session completeness
AGENT_ENDED_CALLThe agent ended the callReview agent’s remarks and next steps
Sub-statusDescriptionRecommended action
TECHNICAL_ERRORA technical error occurred during verificationRetry the verification or escalate to support
Sub-statusDescriptionRecommended action
AGENT_APPROVEDThe agent approved the user’s KYC verificationProceed to auditor review stage
AGENT_REJECTEDThe agent rejected the user’s KYC verificationNotify user with rejection reason
AGENT_UNABLE_TO_VALIDATEThe agent could not complete validationRetry with another agent or new session
Sub-statusDescriptionRecommended action
AUDITOR_APPROVEDThe auditor approved the user’s KYC verificationMark verification as complete
AUDITOR_REJECTEDThe auditor rejected the user’s KYC verificationMark verification as failed

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User templates

User templates define the customer journey and determine which verification steps are included in the VKYC process. The template you choose affects the user experience and verification flow.

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vkyc_user_template_v1

This is the standard template that includes mobile OTP authentication, conditional DigiLocker Aadhaar verification, and agent-assisted video verification. The template behaviour depends on whether Aadhaar details are provided in the Initiate Video KYC Request:
  • With Aadhaar details
  • Without Aadhaar details
When Aadhaar details are provided: The DigiLocker verification step is skipped, creating a streamlined 2-step process.

Step 1: Mobile authentication

Mobile OTP authentication screen

User authenticates using mobile OTP sent to their registered number

Step 2: Video verification

Video verification start screen

Direct connection with verification agent for identity confirmation

Custom templates: To create a custom user_template tailored to your specific requirements, contact your account manager.

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Agent templates

Agent templates define the verification steps that agents must complete during the VKYC process. These templates ensure consistent verification procedures across all sessions.

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vkyc_agent_template_v1

This is the default template used by verification agents during the VKYC process. It includes standardised verification steps and documentation requirements.

Default agent verification template

Default agent template interface showing verification steps

Standard agent interface with verification checklist and documentation requirements

Custom agent templates: To create a custom agent_template with specific verification steps or compliance requirements, contact your account manager.
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