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Video KYC rejected? What RBI's V-CIP rules let you do
RBI Ombudsman as of 1 July 2026: Bank, certain NBFC, prepaid-instrument and credit-information complaints go under the Reserve Bank - Integrated Ombudsman Scheme, 2026, which replaced RB-IOS 2021 from 1 July 2026. First complain to the entity. If there is no reply in 30 days (or the longer NPCI/card-network window, if it applies) or you reject the reply, file free at cms.rbi.org.in within 90 days. The Ombudsman can award up to Rs 30 lakh for consequential loss and up to Rs 3 lakh for time, expenses and harassment. Complaints received before 1 July 2026 stay under the 2021 scheme. Source: RBI FAQ, updated 1 July 2026 and the RB-IOS 2026 FAQ PDF dated 1 July 2026.
Last reviewed: 13 August 2026.
Quick answer: Ask the bank or regulated entity for the reason and the available retry or alternate customer-identification route. RBI treats a compliant Video-based Customer Identification Process (V-CIP) as equivalent to face-to-face identification, but the session must be live, secure, consent-based and operated by an authorised trained official. A call drop, prompted answers, identity mismatch or failed liveness check can stop the process. Use only the bank's official app or domain.
What V-CIP is — and is not
RBI defines V-CIP as a live, informed-consent audio-visual interaction used for customer due diligence, facial recognition and independent verification of identification information. The regulated entity keeps an audit trail and recording under the prescribed safeguards.
It is not a video call arranged by an agent over a personal messaging account. RBI requires the connection to originate from the regulated entity's secure network domain and the process to be run by trained officials.
Why a session may fail
| Event | What the RBI direction indicates |
|---|---|
| Call drops or disconnects | A fresh session must be initiated. |
| The applicant appears to be prompted | Prompting must lead to rejection of the account-opening process. |
| Liveness or identity cannot be established | The authorised official must detect manipulation or suspicious conduct and act on it. |
| Data or document mismatch | The entity must independently verify the required identification information. |
| Poor connection or image | The entity's workflow must still meet the prescribed secure, seamless process; ask for a fresh attempt or other available route. |
The bank's product rules may require additional documents or checks. RBI's V-CIP standards do not guarantee account approval.
Safe retry checklist
- Start only from the bank's published website, app or branch communication.
- Use a stable connection, working camera and microphone, and a well-lit private location.
- Keep original documents required by the bank; do not edit screenshots or use photocopies if originals are requested.
- Answer personally. Do not let an agent prompt you off camera.
- Note the application number, session date and exact error; do not record the bank official unless law and the bank permit it.
- If the call disconnects, close the failed session and use the bank's official fresh-session route.
Never screen-share banking passwords, PINs, card CVVs or OTPs. KYC does not require transferring money to “activate” verification.
Ask for an alternate route
RBI calls V-CIP an alternate customer-identification method, while regulated entities must maintain customer-acceptance and due-diligence procedures. Depending on the product and customer, the bank may offer branch verification or another permitted route. Ask the bank which route applies; do not claim an absolute right to a particular onboarding channel.
For an inoperative account, RBI's 2025 amendment says banks must provide KYC updation at all branches, including non-home branches, and should endeavour to provide V-CIP; authorised business correspondents may also be used as prescribed. See the KYC freeze escalation guide.
Complaint route
Write first to the bank or regulated entity with the application number, date, screenshot/error and remedy sought: a reason, fresh session, correction or permitted alternate route. Do not send sensitive identity records to an unverified email address.
If the bank does not resolve a service deficiency after its complaint process, check maintainability and file through RBI CMS. The Ombudsman does not compel a bank to accept a customer where lawful due diligence is incomplete, but it can examine covered service deficiencies.
Official sources
Does a failed video call mean permanent rejection?
Not necessarily. A disconnection requires a fresh session under RBI's V-CIP procedure. Ask the bank for the actual status and next route.
Can someone coach me during V-CIP?
No. RBI says observed prompting must result in rejection of the account-opening process.
Must a bank approve every applicant who passes V-CIP?
No. V-CIP completes an identification step; the bank still applies lawful customer acceptance and due diligence.