Top 6 Reasons why your KYC might have been rejected

Wondering why your KYC got rejected even after you followed the whole process? Are you confident that you left no stone unturned to fill out your KYC form? Maybe there was a small error while submitting.

KYC (Know Your Customer) is an essential process that organizations undertake to verify the identity of their customers. The Central Bank of Nepal and eSewa’s regulatory body-Nepal Rastra Bank (NRB) has made KYC verification mandatory for all customers who want to perform any sort of financial transaction above NRs 2,500.

To use eSewa, users are required to complete the Know Your Customer (KYC) process. This process involves providing personal information and identity documents to verify the user’s identity. While the KYC process is designed to prevent fraudulent activities and ensure the security of eSewa’s platform, some users may experience rejection during the process.

KYC rejections can be frustrating and time-consuming and can lead to the loss of access to important financial services. In this blog, we will explore some of the common reasons why you may experience KYC rejections and what you can do to resolve them. By understanding these reasons, you can take the necessary steps to ensure your KYC verification is successful and enjoy a seamless experience with eSewa.


1. The original document was not uploaded

One of the most common reasons for KYC rejection is the failure to upload the original document. Remember you have to upload a clear picture of the ORIGINAL document and not a photocopy of the document. You must provide one of the original government-issued identification documents among Citizenship Card, Voter’s Card, Driving License, and Passport to complete the KYC process. Make sure the documents are clear and understandable.

2. The photo and document did not match

The information you provided should match with your uploaded identification document (anyone among your Citizenship Card, Voter’s Card, Driving License, or Passport that you chose to upload).  If there is any discrepancy between the photo and the document, the KYC process will be rejected. If you upload your photo but upload the documents of others, in such case your KYC will also be rejected. Make sure to check the correct spelling and correct name as specified in the original document, if in case you use more than one name or spelling for your name.

3. Both sides of the document were not uploaded

When uploading the identification documents, you need to make sure to upload both the front and back sides of the document. If you are uploading your Voter’s Card and Driving License, you don’t need to upload the back side as it does not contain information on the back but if you are uploading Citizenship Card or Passport you need to upload both sides of the documents.

4. Double eSewa ID

As per the NRB directives, a single user cannot verify multiple eSewa IDs with the same documents. If you already have a verified eSewa ID and you create a new ID and want to verify, your KYC will get rejected as you already have your KYC verified from your old ID. In case you cannot access your SIM card and you cannot reissue your sim number with the associated eSewa ID or your old number has been issued to other people by the telecom operator, then you need to close your eSewa account. You can contact eSewa support or mail at [email protected] along with your documents, old and new eSewa ID and live photo.

5. The photo was taken from a photo

The photo you uploaded should be an original and genuine photo, not a photo taken from another photo or a screen. To take the profile photo, you need to stay inside the frame and ensure that both ears are visible in the photo. Please make sure to remove any sort of clothing items from your face like mask, cap, scarf, helmet, handkerchief, sunglasses etc. This is important because it helps to confirm the customer’s identity and ensures the authenticity of the KYC verification process.

6. Document Number Mismatch

While filling in the document number make sure to enter the number as specified in your identification documents. If there is any difference between the number provided in the KYC and the documents, your KYC will be rejected. So, make sure to check the information before proceeding with verification.

KYC rejections can occur for various reasons, but understanding these reasons can help you address the issues and ensure a successful verification process. By double-checking your information, and ensuring the accuracy of your documents, you can resolve any potential issues and enjoy a seamless experience with eSewa. By verifying the KYC, you can make transactions above Rs 2500, also you can participate in different offers from eSewa and win exciting prizes. Remember, KYC is an important measure to maintain the security and integrity of financial transactions, so it’s crucial to follow the guidelines and provide accurate information during the verification process.

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