Aadhaar eKYC failure can be frustrating, especially when you’re trying to open a bank account or activate digital services. This comprehensive guide explains why eKYC fails, what error messages mean, and step-by-step solutions to successfully retry the process.
Why Does Aadhaar eKYC Fail?
According to UIDAI guidelines, eKYC failures occur due to data mismatches, authentication issues, or technical problems. Understanding the root cause helps in resolving the issue quickly.
Common eKYC Failure Reasons
Aadhaar Number Not Found
Cause: Incorrect Aadhaar number entered or Aadhaar not registered with UIDAI
Solution:
- Verify correct Aadhaar number
- Check if Aadhaar is active and not suspended
- Register Aadhaar at UIDAI portal if not registered
- Visit nearest Aadhaar enrollment center
Mobile Number Mismatch
Cause: Mobile number on file doesn’t match OTP recipient number
Solution:
- Update mobile number at UIDAI portal
- Use the mobile number registered with Aadhaar
- Link current mobile number with Aadhaar first
- Wait 24 hours after mobile update before retrying
Name Spelling Variation
Cause: Name in Aadhaar doesn’t match bank records exactly
Solution:
- Provide affidavit for name variations
- Update name in Aadhaar if incorrect
- Match spelling exactly as in Aadhaar
- Contact bank for name verification
Address Mismatch
Cause: Current address different from Aadhaar registered address
Solution:
- Update address in Aadhaar
- Provide current address proof
- Submit address change affidavit
- Wait for address update to reflect in UIDAI
OTP Not Received
Cause: Mobile number issue or SMS delivery failure
Solution:
- Check if mobile number is registered with Aadhaar
- Ensure sufficient mobile balance
- Try again after 5 minutes
- Request manual verification instead
- Contact bank support
Biometric Verification Failed
Cause: Fingerprint or facial recognition not matching
Solution:
- Clean fingers before fingerprint scanning
- Ensure proper lighting for facial recognition
- Remove glasses or face mask during verification
- Try alternative biometric method
- Request manual verification
Data Mismatch Error
Cause: Information in Aadhaar doesn’t match bank database
Solution:
- Verify all details match exactly
- Update incorrect information in Aadhaar
- Provide supporting documents to bank
- Request manual KYC if eKYC keeps failing
Session Expired Error
Cause: OTP or session validity time limit exceeded
Solution:
- Complete eKYC within time limit (usually 10 minutes)
- Start fresh eKYC if session expires
- Don’t leave eKYC process unattended
- Ensure internet connection remains stable
eKYC Error Messages and Solutions
“Aadhaar Not Found in UIDAI Database”
- Check Aadhaar number spelling
- Ensure Aadhaar is 12-digit number
- Verify Aadhaar is activated
- Contact UIDAI if problem persists
“Invalid OTP”
- Check if OTP is entered correctly
- Verify OTP hasn’t expired (usually 10 minutes)
- Request OTP to be resent
- Check if received OTP matches entered OTP
“Biometric Match Failed”
- Ensure fingerprints are clearly readable
- Try different fingers if available
- Use facial recognition instead
- Visit bank for manual verification
“Server Error or Timeout”
- Wait and retry after 5-10 minutes
- Check internet connection stability
- Try from different device if possible
- Use different browser or app
“Maximum Retry Exceeded”
- Contact bank customer service
- Request manual KYC process
- Visit bank branch in person
- Wait 24 hours before attempting again
Step-by-Step Guide to Retry Failed eKYC
- Identify the Failure Reason
- Note the exact error message
- Document which step failed
- Take screenshot of error
- Note date and time of failure
- Gather Required Documents
- Aadhaar card (original)
- Alternative identity proof
- Address proof
- Mobile phone for OTP
- Stable internet connection
- Update Information if Needed
- Update Aadhaar at UIDAI portal
- Update mobile number if required
- Correct spelling errors
- Update address if changed
- Clear Browser Cache and Cookies
- Clear browsing data
- Clear cache and cookies
- Try incognito/private mode
- Close and reopen browser
- Retry eKYC Process
- Start fresh eKYC
- Enter information carefully
- Complete within time limit
- Respond to authentication immediately
- Alternative Methods if eKYC Fails Again
- Request video KYC instead
- Visit bank branch for manual KYC
- Use offline eKYC with e-Aadhaar
- Request SMS-based verification
Preventing eKYC Failures
Before Attempting eKYC:
- Verify all details match exactly with Aadhaar
- Ensure Aadhaar and mobile number are linked
- Check Aadhaar is active and not suspended
- Update any outdated information
- Ensure stable internet connection
- Use updated bank app or website
During eKYC Process:
- Complete process in one session
- Don’t navigate away during process
- Respond to OTP immediately
- Don’t close browser/app until completion
- Have documents ready for verification
- Keep mobile phone accessible for OTP
After Failed eKYC:
- Contact bank customer service
- Ask for detailed failure reason
- Request alternative verification methods
- Visit bank branch if needed
- Follow bank’s specific instructions
eKYC Failure Statistics and Trends
According to RBI data:
- eKYC success rate: 85-90%
- Common failure: Address mismatch (30%)
- Biometric failure: 25%
- Technical issues: 20%
- OTP issues: 15%
- Other reasons: 10%
Troubleshooting Tips
Internet Connection Issues
- Use stable WiFi or mobile data
- Avoid switching between WiFi and mobile
- Don’t use VPN during eKYC
- Close other apps using internet
Device Issues
- Use phone or computer with updated OS
- Clear device storage space
- Close unnecessary apps
- Restart device before retry
Application Issues
- Update bank app to latest version
- Use official bank app/website
- Clear app cache
- Reinstall app if problems persist
When to Contact Bank Support
Contact bank immediately if:
- eKYC fails multiple times
- Error message unclear
- Can’t update information in Aadhaar
- Maximum retry limit reached
- System shows persistent server errors
RBI Compliance for eKYC Failure
According to RBI Master Direction on KYC:
- Banks must allow alternative verification if eKYC fails
- Video KYC must be offered as fallback
- Manual KYC must be available at branches
- Customers have right to demand in-person verification
- No charges for KYC reprocessing
Conclusion
eKYC failures are usually resolvable with proper troubleshooting. Most failures result from simple data mismatches or technical issues that can be fixed by verifying information, updating records, or trying alternative authentication methods. If eKYC continues to fail, don’t hesitate to contact your bank or visit the nearest branch for manual verification. Remember, banks are obligated to complete your KYC within the RBI timeline using available methods if eKYC doesn’t work for you.