FAQs
What do I need to have ready before I initiate my V-CIP?
Please have these things ready for your call:
- Your original permanent account number (PAN) Card
- Download the Aadhaar offline Electronic Know Your Customer (eKYC) file (XML format) (should not be more than 3 days old)
- 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
How do I download an Aadhaar offline eKYC file (XML format)?
- Visit the UIDAI website at https://resident.uidai.gov.in/offline-kyc
- Type in your Aadhaar number and create a 4-digit share code
- Enter the one-time password (OTP) received on your registered mobile number and download the file to an easy to find location on your device
I don't have my PAN card with me, can I complete my V-CIP on a later date?
Yes. You can use the same link to complete the Video Know Your Customer (KYC) within 15 days. As soon as you have your PAN card handy you can initiate your V-CIP. However, please ensure to complete your video KYC call within 3 days of downloading your Aadhaar offline eKYC file.
Can I do my video call at a later date?
Yes there is a schedule option where you can schedule call to a later date. However, please ensure to complete your video KYC call within 3 days of downloading your Aadhaar offline eKYC file.
Do I have to be in India to do my V-CIP?
Yes, you need to be in India for the call.
How will I know the status of my application after my V-CIP?
We'll send an email to your registered email id, letting you know the status of your application.
I am doing my V-CIP but I am not able to place the PAN card properly. What should I do?
Tap the "FLIP camera" icon below the video to show the PAN card using your device's rear camera. Then, tap the icon again to return to the front camera.
Can I do my V-CIP through a web browser?
Yes, you can use your V-CIP link with Google Chrome and Safari.
I uploaded my Aadhaar XML, before this video call, can you see my details?
Yes. We can see the demographic details.
I am facing internet issue. Can I re-initiate the call?
Yes. You can use the same link you used before to start the video call again. You also have the option to reschedule your V-CIP if you don't want to do it now.
What should I keep in mind before my V-CIP?
Here are some of the things that you should keep in mind before doing your V-CIP:
- Please ensure that you have uninterrupted data connectivity during the call.
- Make sure no one else is in the frame during your call
- Please keep your Aadhaar number and the hard copy of your PAN Card handy during the process.
- Log in to the call with a device that has a camera and a microphone
- Please ensure you are not using a VPN
What are the steps involved in V-CIP?
You'll first need to fill in your details online, then the our representative will carry out basic checks through video interaction. The agent will guide you through the process. Kindly keep your original PAN card and Aadhaar number handy. Once the V-CIP is finished, we'll send an email to your registered email id, letting you know the status of your application.
My V-CIP was rejected. Can I do it again?
If your V-CIP is rejected then we will not be able to progress further with your application. In that case we recommend you look at our website for other products and apply.
Can I do my V-CIP at a later date?
Yes. You have the option to schedule your call to a later date. However, please ensure to complete your video KYC call within 3 days of the downloading the Aadhaar offline eKYC file.
I am not getting my OTP from UIDAI
Your current mobile number may not be linked to Aadhaar. Please make sure you link your Aadhaar to your current mobile number and contact us again using the link in the SMS.
How do I know when I am ready for the video call?
There are 5 icons: Microphone, Camera, Internet connection, location and VPN. The VPN icon will turn green only when you are not on VPN. Once you give permission to all of these settings, these icons will turn from red to green, and you can start your V-CIP.
I rejected the location access by mistake. What should I do?
You need to grant location access to proceed with the V-CIP. Then just re-initiate your V-CIP using the link sent to you over email and SMS.
Why do I need to stop my VPN?
The RBI guidelines say you need to be present in India during the V-CIP. Your location can only be ascertained without a VPN. You can re-activate your VPN after the V-CIP is complete.
What is the share code I need to enter while downloading xml?
You need to create any 4-digit number to share with us.
What are the advantages of V-CIP?
This is a contactless and paperless way to verify your identity. Best of all, you can do it without going to the branch.
Will I get the credit card instantly?
After the V-CIP, we'll process your application, which will involve a back-end verification. Your application will be decided in line with our lending guidelines and if approved, you'll get it in 5 working days from the issue date. If declined, you'll receive a formal email from us letting you know.
Do I need my Aadhaar for V-CIP?
Yes, but you don't need your physical Aadhaar card. You need your Aadhaar number and you need to download and Aadhaar offline eKYC file from the UIDAI website and upload it during your V-CIP for verification purposes.
What is the minimum pixel requirement of the phone to carry out V-CIP?
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.
Why do I need to give access to my location for the V-CIP process?
According to RBI guidelines, you need to be in India to do V-CIP. Providing location access will help us ascertain your location. This is for verification purposes only and will not be shared with any one.
Why do I need to grant access to my camera and microphone?
Since it is a video verification process, we need consent to use your camera and microphone during the V-CIP. This is only for verification purposes and will not be shared with any one.
When can I do the V-CIP? Is it available 24/7?
V-CIP is available 9:00 to 20:00 Monday to Saturday, excluding bank holidays.
It says no agent is available for my V-CIP. What should I do?
Sorry for the inconvenience. This can happen due to heavy traffic on our platform. Please try again. Just initiate your V-CIP again with link sent to you over email and SMS.
You also have an option to schedule your call to a later date it that's more convenient for you. V-CIP is available 9:00 to 20:00 Monday to Saturday, excluding bank holidays.
Do I need to book an appointment to do V-CIP?
No. V-CIP is available 9:00 to 20:00 Monday to Saturday, excluding bank holidays. You also have the option to schedule your V-CIP when it's more convenient for you.
Are there any documents that I need to keep handy before going through the V-CIP process?
Please make sure you have your PAN card, Aadhaar number and Aadhaar offline eKYC file ready with you during the call.
Can I fill in the details online and do my V-CIP later?
Yes. You can complete your application and schedule your V-CIP anytime between 9:00 and 20:00, Monday to Saturday, excluding bank holidays.
What will happen if the connection drops during my V-CIP?
In case you can't complete your V-CIP, you can restart it using the same link sent to you over email and SMS.
I am not able to open the downloaded Aadhaar xml.
You don't need to open the Aadhaar xml file. You can directly upload it as is.
I already bank with HSBC. Do I need to do V-CIP?
No, there's no need. You can call HSBC Phone Banking to update any personal information you have registered with us.
Is V-CIP safe and secure?
Yes. We use strong security and encryption methods for the video chat. However, because it is a video call where your camera will be on, please make sure you are in a private area to avoid disclosing any private information.
What kind of device can I use?
You can use almost any mobile device (iPhone, iPad, Android or tablet). Your device needs a working camera and microphone as well as internet service.
What if I wear a mask or other face covering? Can I still use V-CIP?
No. you need to remove any mask or face covering before you start your V-CIP.