> ## Documentation Index
> Fetch the complete documentation index at: https://www.cashfree.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Account

> Find answers to frequently asked questions about Cashfree Payments account activation, KYC documents, onboarding flows, and post-go-live account management.

<AccordionGroup>
  <Accordion title="Which merchants will see the new onboarding flow?" onClick={() => posthog.capture('Accordion Clicked', { title: "Which merchants will see the new onboarding flow?" })}>
    This flow applies to new merchants who sign up after the go-live date (January 1, 2026):

    * **New Signups**: Will go through the new flow (Video KYC, BO identification, etc.)
    * **Existing/Pending Merchants**: Merchants who started onboarding before the new flow went live will remain on the old flow. They do not need to restart.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23which-merchants-will-see-the-new-onboarding-flow" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Why does a merchant's form look different from our help articles?" onClick={() => posthog.capture('Accordion Clicked', { title: "Why does a merchant's form look different from our help articles?" })}>
    Check their signup date. If they signed up after January 1, 2026, they are on the "New Onboarding Journey". The UI for address verification and BO identification has changed. Refer to the New Onboarding Flow walkthrough deck for the latest screens.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23why-does-a-merchants-form-look-different-from-our-help-articles" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Will my PG be activated if I have signed up earlier on a different product and initiated PG onboarding now?" onClick={() => posthog.capture('Accordion Clicked', { title: "Will my PG be activated if I have signed up earlier on a different product and initiated PG onboarding now?" })}>
    If you signed up before January 1, 2026, on a different product but are now initiating Payment Gateway (PG) onboarding, you will follow the onboarding rules applicable at the time you initiate PG setup. Check your signup date to confirm which flow applies to you.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23will-my-pg-be-activated-if-i-have-signed-up-earlier-on-a-different-product-and-initiated-pg-onboarding-now" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="How long would it take to activate my account?" onClick={() => posthog.capture('Accordion Clicked', { title: "How long would it take to activate my account?" })}>
    After submitting your documents for review, your account is **typically activated within 24 working hours, subject to compliance verification.** Cashfree's fast onboarding process allows businesses to quickly start using its **Payment Gateway** and online payment solutions.

    For more details, refer to the [account activation guide](/help/account/account-activation).

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23how-long-would-it-take-to-activate-my-account" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Why am I being asked to do Video KYC? I didn't have to do this before." onClick={() => posthog.capture('Accordion Clicked', { title: "Why am I being asked to do Video KYC? I didn't have to do this before." })}>
    Video KYC is triggered by Enhanced Due Diligence (EDD):

    * **The Reason**: We run backend address verification checks on the address fetched from your documents (Aadhaar, PAN, GST).
    * **The Trigger**: If the backend address verification fails, the system mandates Video KYC to be compliant.
    * **Response**: To ensure the security of your account and comply with new RBI guidelines, we require additional verification. Since we couldn't automatically verify your address, Video KYC is now a mandatory step to proceed.

    **Note**: Video KYC is not required if Enhanced Due Diligence (EDD) is successful.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23why-am-i-being-asked-to-do-video-kyc-i-didn't-have-to-do-this-before" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Can I skip Video KYC if it appears?" onClick={() => posthog.capture('Accordion Clicked', { title: "Can I skip Video KYC if it appears?" })}>
    No. If the system flags you for mandatory Video KYC (due to failed backend checks), you cannot submit the KYC form until it is completed. The "Submit" button will remain disabled or hidden until VKYC is successful.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23can-i-skip-video-kyc-if-it-appears" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="I don't see any Address Verification step. Is something broken?" onClick={() => posthog.capture('Accordion Clicked', { title: "I don't see any Address Verification step. Is something broken?" })}>
    No, this is intentional. The address verification happens silently in the backend:

    * **If successful**: You will see nothing and proceed smoothly.
    * **If failed**: You will be presented with the Video KYC step. You are not explicitly told "Address Verification Failed", just that Video KYC is required.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23i-don't-see-any-address-verification-step-is-something-broken" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="What happens if my Video KYC is rejected?" onClick={() => posthog.capture('Accordion Clicked', { title: "What happens if my Video KYC is rejected?" })}>
    If your Video KYC is rejected:

    1. Your Min-KYC status will move to Rejected.
    2. You will receive a rejection email (similar to document rejection emails).
    3. You can log in to your dashboard and generate a new link to retry Video KYC.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23what-happens-if-my-video-kyc-is-rejected" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Can I schedule Video KYC for later?" onClick={() => posthog.capture('Accordion Clicked', { title: "Can I schedule Video KYC for later?" })}>
    Yes. If the wait time is long, you can choose the "Schedule for Later" option and pick a time slot that works for you.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23can-i-schedule-video-kyc-for-later" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="What is the Beneficial Owner step, and who needs to do it?" onClick={() => posthog.capture('Accordion Clicked', { title: "What is the Beneficial Owner step, and who needs to do it?" })}>
    This is a new mandatory step for Non-Individual and Proprietorship merchants (Pvt Ltd, Public Ltd, LLP, Partnership, Trust):

    * **Requirement**: You must identify all individuals who own more than 10% share in the business.
    * **Process**:
      * **Pvt/Public Ltd**: We pre-fill a list of Directors fetched from the Company PAN. You must confirm if these are the Beneficial Owners or add new ones.
      * **Partnerships/Trusts**: You must manually enter the list of partners or trustees.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23what-is-the-beneficial-owner-step-and-who-needs-to-do-it" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="I selected the wrong Beneficial Owners and confirmed. Can I edit the list?" onClick={() => posthog.capture('Accordion Clicked', { title: "I selected the wrong Beneficial Owners and confirmed. Can I edit the list?" })}>
    No. Once you confirm the list of Beneficial Owners on the screen, it is locked.

    If you made a mistake, contact your Account Manager to raise a request to the Operations Team to reset or reject the step so you can fill it again.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23i-selected-the-wrong-beneficial-owners-and-confirmed-can-i-edit-the-list" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Who needs to verify their KYC in the Beneficial Owner step?" onClick={() => posthog.capture('Accordion Clicked', { title: "Who needs to verify their KYC in the Beneficial Owner step?" })}>
    * At least one Beneficial Owner (BO) must complete Aadhaar OTP and PAN verification.
    * If the "Authorised Signatory" (who did KYC earlier in the flow) is also a BO, that counts.
    * If the Authorised Signatory is not a BO (e.g., an employee), you must add a BO and complete verification for that BO.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23who-needs-to-verify-their-kyc-in-the-beneficial-owner-step" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Why is the approval taking so long for Private/Public Limited companies?" onClick={() => posthog.capture('Accordion Clicked', { title: "Why is the approval taking so long for Private/Public Limited companies?" })}>
    In the new flow, we are fetching MCA Documents (MOA, AOA, COI) automatically in the backend:

    * **Delay**: This fetch can take up to 24 hours.
    * **Impact**: Your account cannot be approved until these documents are successfully fetched.

    Please wait for 1 business day for the process to complete.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23why-is-the-approval-taking-so-long-for-private-public-limited-companies" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Why are we asking for two registration documents for Proprietorships?" onClick={() => posthog.capture('Accordion Clicked', { title: "Why are we asking for two registration documents for Proprietorships?" })}>
    Yes, this is correct. Under the new policy (Paragraph 28 of RBI KYC Master Direction), Proprietorships require two documents to prove their legal existence:

    * **Scenario A**: If we successfully auto-fetch both GST and Udyam, you do not need to upload anything.
    * **Scenario B**: If we only fetch one (e.g., only Udyam), you must upload a second document (e.g., GST certificate, Shop and Establishment Act, etc.).

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23why-are-we-asking-for-two-registration-documents-for-proprietorships" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="What Website Policy checks are we doing now?" onClick={() => posthog.capture('Accordion Clicked', { title: "What Website Policy checks are we doing now?" })}>
    We have simplified the checks from 6 down to 2 mandatory checks:

    1. **Legal Name**: The registered legal name must be visible on your website (usually in the footer or Contact Us page).
    2. **Products/Services and MCC**: The products listed must match the business category selected and must not be high-risk or banned items (negative keywords).

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23what-website-policy-checks-are-we-doing-now" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Do I need a Refund Policy page to be approved?" onClick={() => posthog.capture('Accordion Clicked', { title: "Do I need a Refund Policy page to be approved?" })}>
    While it is good practice, a Refund Policy page is no longer a hard blocker for the initial KYC approval in the new simplified flow (only Legal Name and Product checks are mandatory for the automated crawl).

    **Note**: Your banking partners may still require it for specific terminal procurement later.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23do-i-need-a-refund-policy-page-to-be-approved" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="My account is active, but settlements are on hold. What should I do?" onClick={() => posthog.capture('Accordion Clicked', { title: "My account is active, but settlements are on hold. What should I do?" })}>
    Once your account is activated, settlements are processed according to your agreed cycle. However, settlements may be put on hold due to a few common reasons:

    * **Penny Test not confirmed**: A small amount (₹1) is sent to your bank account to verify it is correct. You will receive an email titled "Bank account confirmation" or "Penny test confirmation". Please reply to that email once you receive the amount.
    * **Missing Website/App Policy Pages**: Ensure that your website or app includes all the required policy pages, such as Privacy Policy, Refund Policy, Terms and Conditions, etc.
    * **Pending Documents**: Double-check that you have submitted all the necessary documents. In some cases, additional documents may be requested. Your Account Manager will reach out if anything is missing.

    If you have already taken care of all the above and your settlements are still on hold, please contact your Account Manager directly for the quickest resolution.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23my-account-is-active-but-settlements-are-on-hold-what-should-i-do" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Can I add my team members to my Cashfree account?" onClick={() => posthog.capture('Accordion Clicked', { title: "Can I add my team members to my Cashfree account?" })}>
    Yes, absolutely! When you create a Cashfree account, you become the account owner by default.

    You can then:

    * Add multiple team members to the same account
    * Assign roles to each user (like Finance, Tech, Support, etc.)
    * Control what each user can access or do based on their role
    * Customise permissions further if needed

    There is no limit to how many users you can add.

    Want the full details? Check out our guide on [multi-user management](https://www.cashfree.com/blog/cashfree-user-management-manual/) to know more.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23can-i-add-my-team-members-to-my-cashfree-account" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="How long can I access features in test mode? Is there a trial period?" onClick={() => posthog.capture('Accordion Clicked', { title: "How long can I access features in test mode? Is there a trial period?" })}>
    There is no time limit on test mode—you can use it for as long as you want to try out the features.

    However, to start accepting real payments or sending money, you will need to activate your account by submitting the required [documents](/help/account/overview#activate-account).

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23how-long-can-i-access-features-in-test-mode-is-there-a-trial-period" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="How do I update my registered email ID or phone number?" onClick={() => posthog.capture('Accordion Clicked', { title: "How do I update my registered email ID or phone number?" })}>
    You can update your email ID and phone number from the **Profile** section in the dashboard:

    1. Go to **Profile** > **My Information**.
    2. Select the **Edit** icon next to the email or phone number.
    3. You will need to validate your identity using your **Aadhaar number** and the OTP sent to your Aadhaar-linked mobile number.
    4. Once verified, enter your new details and verify them with the OTP sent to the new email or phone.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23how-do-i-update-my-registered-email-id-or-phone-number" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="How do I enable Two-Factor Authentication (2FA)?" onClick={() => posthog.capture('Accordion Clicked', { title: "How do I enable Two-Factor Authentication (2FA)?" })}>
    Two-Factor Authentication (2FA) adds an extra layer of security to your account:

    1. Go to **Profile** > **2FA Authentication**.
    2. Toggle **Enable 2FA for Login**.
    3. You can choose to receive OTPs via SMS or email, or use an authenticator app like Google Authenticator.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23how-do-i-enable-two-factor-authentication-2fa" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Where can I download my monthly invoices?" onClick={() => posthog.capture('Accordion Clicked', { title: "Where can I download my monthly invoices?" })}>
    You can view and download your monthly invoices from the **Profile** section:

    1. Go to **Profile**.
    2. Navigate to the **Invoice** section.
    3. You will see a list of generated invoices which you can download for your records.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23where-can-i-download-my-monthly-invoices" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="How can I check the login history of my account?" onClick={() => posthog.capture('Accordion Clicked', { title: "How can I check the login history of my account?" })}>
    To monitor access to your account:

    1. Go to **Profile** > **Login History**.
    2. You can view successful logins, filter by date range, or search by specific email IDs to track user activity.

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23how-can-i-check-the-login-history-of-my-account" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>

  <Accordion title="Are there any specific businesses that are not supported by Cashfree?" onClick={() => posthog.capture('Accordion Clicked', { title: "Are there any specific businesses that are not supported by Cashfree?" })}>
    As a business policy, Cashfree does not support businesses that deal in certain prohibited items. If your business deals in any such items, your Cashfree Payment Gateway account will not be activated.

    ### Prohibited items and services

    1. Adult goods and services, which include pornography and other sexually suggestive materials (including literature, imagery and other media), escort or prostitution services.
    2. Alcohol, which includes alcoholic beverages such as beer, liquor, wine, or champagne.
    3. Body parts, which include organs or other body parts.
    4. Bulk marketing tools, which include email lists, software, or other products enabling unsolicited email messages (spam).
    5. Cable descramblers and black boxes, which include devices intended to obtain cable and satellite signals for free.
    6. Child pornography, which includes pornographic materials involving minors.
    7. Copyright-unlocking devices, which include Mod chips or other devices designed to circumvent copyright protection.
    8. Copyrighted media, which includes unauthorised copies of books, music, movies, and other licensed or protected materials.
    9. Copyrighted software, which includes unauthorised copies of software, video games and other licensed or protected materials, including OEM or bundled software.
    10. Counterfeit and unauthorised goods, which include replicas or imitations of designer goods, items without a celebrity endorsement that would normally require such an association, fake autographs, counterfeit stamps, and other potentially unauthorised goods.
    11. Cryptocurrency exchanges, platforms dealing in cryptocurrency trading.
    12. Drugs and drug paraphernalia, which include illegal drugs and drug accessories, including herbal drugs like salvia and magic mushrooms.
    13. Drug test circumvention aids, which include drug cleansing shakes, urine test additives, and related items.
    14. Endangered species, which include plants, animals or other organisms (including product derivatives) in danger of extinction.
    15. Gaming or gambling, which includes lottery tickets, sports bets, memberships or enrolment in online gambling sites, and related content.
    16. Government IDs or documents, which include fake IDs, passports, diplomas, and noble titles.
    17. Hacking and cracking materials, which include manuals, how-to guides, information, or equipment enabling illegal access to software, servers, or other protected property.
    18. Illegal goods, which include materials, products, or information promoting illegal goods or enabling illegal acts.
    19. Miracle cures, which include unsubstantiated cures, remedies or other items marketed as quick health fixes.
    20. Offensive goods, which include literature, products or other materials that: (a) defame or slander any person or groups of people based on race, ethnicity, national origin, religion, sex, or other factors, (b) encourage or incite violent acts, (c) promote intolerance or hatred.
    21. Offensive goods and crime, which include crime scene photos or items, such as personal belongings, associated with criminals.
    22. Prescription drugs or herbal drugs, which include drugs or other products requiring a prescription by a licensed medical practitioner.
    23. Pyrotechnic devices and hazardous materials, which include fireworks and related goods, toxic, flammable, and radioactive materials and substances.
    24. Regulated goods, which include air bags, batteries containing mercury, Freon or similar substances or refrigerants, chemical or industrial solvents, government uniforms, car titles or logos, licence plates, police badges and law enforcement equipment, lock-picking devices, pesticides, postage meters, recalled items, slot machines, surveillance equipment, and goods regulated by government or other agency specifications.
    25. Securities, which include stocks, bonds, or related financial products.
    26. Tobacco and cigarettes, which include cigarettes, cigars, chewing tobacco, and related products.
    27. Traffic devices, which include radar detectors or jammers, licence plate covers, traffic signal changers, and related products.
    28. Weapons, which include firearms, ammunition, knives, brass knuckles, gun parts, and other armaments.
    29. Wholesale currency, which includes discounted currencies or currency exchanges.
    30. Live animals or hides, skins, teeth, nails and other parts, etc. of animals.
    31. Multi-level marketing collection fees.
    32. Ponzi schemes, pyramid and chain marketing.
    33. Matrix sites or sites using a matrix scheme approach.
    34. Drop-shipped merchandise.
    35. Any product or service which is not in compliance with all applicable laws and regulations, whether federal, state, local or international, including the laws of India.
    36. The merchant shall not sell, purchase, provide or exchange a cardholder's name or MasterCard/Visa account number information in any form obtained because of a MasterCard/Visa Card transaction to any third party other than its MasterCard/Visa acquiring Member-Citrus Pay, or according to a government or statutory or competent body's request.
    37. Pyrotechnic devices, combustibles, corrosives and hazardous materials, which include explosives, fireworks and related goods, toxic, flammable, and radioactive materials and substances.

    <Warning>
      If Cashfree activates your Payment Gateway and later finds that your business does not comply with these terms and conditions, Cashfree may deactivate your account at its discretion.
    </Warning>

    <iframe src="https://www.cashfree.com/devstudio/preview/pg/embed/faqFeedback?section=account%2Ffaq%23are-there-any-specific-businesses-that-are-not-supported-by-cashfree" style={{ width: "100%", height: "65px", border: "none" }} title="FAQs feedback component" />
  </Accordion>
</AccordionGroup>