How to fix a stuck KYC at Zerodha

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This guide provides specific troubleshooting steps for each stage of the Zerodha KYC process, covering why each step fails and what to do to resolve it, for both new account opening and KYC update (re-KYC) situations.

Step-by-step procedure

Step 1: Identify the stuck step

Log in to zerodha.com/open-account or follow the resume link from the Zerodha sign-up email. The status page shows a numbered progress indicator with the current incomplete step highlighted. Note the step name before proceeding to the relevant fix below.

Fix A: PAN verification failing

Symptom: The sign-up page shows “PAN not found,” “PAN inactive,” or “Date of birth mismatch” immediately after entering PAN and DOB.

Causes and fixes:

  1. PAN number entered incorrectly: Double-check against the physical PAN card. Re-enter carefully; the 4th character and 10th character are always letters, while characters 5-9 are digits.

  2. PAN inoperative (not linked to Aadhaar): Since July 2023, unlinked PANs are inoperative. Verify the link status at incometax.gov.in > Quick Links > Link Aadhaar Status. If unlinked, pay the Rs 1,000 penalty and submit the linkage request. Reactivation takes 4-7 business days. Return to the Zerodha sign-up after reactivation.

  3. Date of birth mismatch: The DOB entered must exactly match the Income Tax Department’s records (which are typically the DOB on the PAN card). Enter the DOB as it appears on the PAN card, not the Aadhaar card (the two sometimes differ by minor variations).

  4. PAN already registered: If the error says the PAN is already linked to a Zerodha account, there may be an existing closed or suspended account. Contact Zerodha support to clarify.

See also: how to verify PAN and Aadhaar e-sign with Zerodha.

Fix B: Aadhaar eKYC OTP not received or failing

Symptom: After entering the Aadhaar number, no OTP arrives within 60 seconds, or the OTP is entered but UIDAI returns an error.

Causes and fixes:

  1. Aadhaar-registered mobile number is inactive or different: The OTP goes to the mobile number registered with UIDAI, not the number used to sign up for Zerodha. These may be different numbers. Check which number is registered with UIDAI by calling the UIDAI helpline (1947). If the number is inactive, visit an Aadhaar Seva Kendra to update the mobile number (takes 2-3 business days for the update to propagate).

  2. UIDAI API temporarily unavailable: UIDAI’s authentication API occasionally experiences downtime. Wait 30-60 minutes and retry. Do not attempt repeated OTP requests in quick succession; three consecutive failures trigger a UIDAI rate-limit cool-down of up to 24 hours.

  3. OTP entered after expiry: UIDAI OTPs are valid for 10 minutes. If the OTP was not entered within this window, request a fresh OTP.

  4. Aadhaar number entered with spaces or errors: Enter all 12 digits without spaces or punctuation.

Fix C: Photograph or signature upload failing

Symptom: The upload field shows “Upload failed,” “File not accepted,” or the uploaded image preview appears blank or distorted.

Causes and fixes:

  1. File format not supported: Only JPEG and PNG are accepted. Convert HEIC (iPhone format), WebP, BMP, or PDF files to JPEG using any image converter app before uploading.

  2. File size too large: Smartphone photos can be 5-10 MB. Reduce the file size by compressing or resizing the image. Most phone photo apps have an export or share option with quality or size reduction.

  3. Image is too dark or too bright: The signature must be clearly visible against a white background. Retake in better lighting.

  4. Face not detected in photograph: The automated face-detection sometimes fails on photographs where the face is too small, partially obscured, or at an angle. Retake with the face occupying 70% or more of the frame, looking directly at the camera.

Full guidance on photograph and signature formatting is in how to upload signature and photo for Zerodha.

Fix D: Video IPV (in-person verification) failing or not advancing

Symptom: The IPV session is completed but the application does not advance, or the IPV screen keeps reloading, or the camera is not accessible.

Causes and fixes:

  1. Camera or microphone permissions denied in the browser: Go to browser settings and allow camera and microphone access for zerodha.com. In Chrome, click the camera icon in the address bar.

  2. PAN card not readable on camera: Ensure the PAN card is well-lit, held flat (not bent), and all text is within the camera frame. Avoid holding the card at an angle that causes reflective glare (common with laminated cards).

  3. Session stalled after IPV completion: If the IPV video was recorded but the page did not advance, go to the sign-up status page. If the IPV is shown as complete, the application has already progressed past this step.

  4. Browser incompatibility: Switch to Google Chrome (updated) or use the Kite mobile app for IPV. Older versions of Firefox or Safari may have WebRTC camera issues.

  5. IPV failed after multiple attempts: Contact Zerodha support to request a manual IPV review. Provide the application reference number.

Detailed IPV guidance is in how to do Zerodha IPV via video.

Fix E: Bank account (penny-drop) verification failing

Symptom: After entering the bank account number and IFSC, the penny-drop fails or the status shows “Bank account not verified.”

Causes and fixes:

  1. Name mismatch: The bank account holder name returned by the bank API must match the Aadhaar name used in eKYC. If the account is in a maiden name, married name, or a slightly different spelling, the automatic penny-drop fails. Upload a cancelled cheque or bank passbook first page as an alternative.

  2. Bank not part of the penny-drop network: Some smaller cooperative banks and regional rural banks may not support real-time penny-drop verification. Upload a cancelled cheque with the account holder’s name pre-printed, or a bank statement first page.

  3. Account number or IFSC entered incorrectly: Re-enter carefully, referring to the cheque book or the bank’s net banking portal for the exact account number and 11-character IFSC code.

  4. Joint account: If the bank account has two or more holders and the Zerodha account is in one person’s name, the name match may fail. Use a sole account or upload a document instead of relying on penny-drop.

Learn more about the Zerodha penny-drop verification mechanism.

Fix F: Aadhaar e-sign failing at the document signing step

Symptom: After completing all other KYC steps, the final e-sign step fails, the OTP is not received, or the signed status is not reflected.

Causes and fixes:

  1. Aadhaar OTP not received: Same as Fix B. The OTP goes to the UIDAI-registered mobile, not the Zerodha-registered mobile.

  2. OTP expired before entry: E-sign OTPs are valid for 10 minutes. Request a fresh OTP if the previous one expired.

  3. UIDAI rate limit: If three consecutive incorrect OTP entries have occurred, UIDAI blocks the Aadhaar for OTP-based services for 24 hours. Do not guess OTPs.

  4. Page timeout: The e-sign page has a session timeout. If documents were being reviewed for more than 15 minutes, reload the status page and click the e-sign link again. Previously completed KYC steps are not lost.

Fix G: Application in review for more than 2 business days

Symptom: All KYC steps show as complete, but the account has not been activated and no activation email has arrived.

Causes and fixes:

  1. Document quality issue flagged in manual review: Zerodha’s back-office team manually reviews all applications. If a photograph, signature, or identity document is unclear, the team may request a re-upload via email. Check the registered email for a request from Zerodha.

  2. Name mismatch between PAN and Aadhaar flagged: If the PAN and Aadhaar names differ significantly, the application is held for manual verification. Zerodha may email requesting clarification or a letter from the applicant confirming both names are for the same person.

  3. Activation email in spam: Check the spam or junk mail folder and search for “zerodha” or “accounts@zerodha.com.”

  4. Escalate to support: If no communication from Zerodha after 2 business days, email accounts@zerodha.com with the application reference number and mobile number and request a status update.

References

  1. Zerodha support centre, account opening FAQ: support.zerodha.com (accessed May 2026).
  2. UIDAI, Aadhaar authentication error codes and handling: uidai.gov.in (accessed May 2026).
  3. SEBI Circular on KYC Registration Agency norms (SEBI/HO/MIRSD/MIRSD-PoD-1/P/CIR/2023/37, 23 March 2023).
  4. Income Tax Department, PAN operativity status check portal: incometax.gov.in (accessed May 2026).

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