Thanks for connecting with me on the call, @_Martin! 
As we discussed, please share the error recording at global.escalation@goniyo.com 
so we can thoroughly check it and work on resolving the issue for you. 
Thanks for the earlier call and this followup message. I have sent the screenshot and screen recording from the app. Appreciate your efforts 
Thanks for confirming! We’ll have this checked and get back to you with further updates. Appreciate your patience and trust. 
Hey @_Martin, we tried reaching you via call but couldn’t get through. As per the latest update from the team, we recommend reinstalling the app, clearing cache & cookies, and then checking if the KYC concern is still popping up. 
Please confirm here and on ticket 123503 if the issue is resolved.
Hi @NIYOCOMM202503156IFA, we kindly request you to email us at global.escalation@goniyo.com using your registered email ID and provide the detailed concern. This will help us escalate the matter to the bank team and address all your concerns related to availing a new credit card, minus balance on the credit card, and KYC status. 
Once you’ve sent the email, please share the ticket number here so we can expedite the resolution for you. We truly appreciate your cooperation and understanding!
Hi Preeti,
I currently travelling (overseas) and hence was unavailable to answer the call.
As per advise, i had reinstalled the application and cleared cache/cookies. However the app still shows international and domestic usage not allowed (snapshot attached)
Also, i tried to do an online transaction using Gpay and it shows failed since bank declined the transaction (snapshot attached for reference).
Please advise what action is needed from my side to resolve this?
Thanks,
Martin
Uh-oh! 
Let us check with the team and get back to you with further updates.
Hi,
I have sent the mail as advised. My ticket number is 123659
Pls help with the solution
Thanks
Sumit Hans
Thank you for sharing your ticket number. We will coordinate with the concerned team and get back to you with an update at the earliest. Appreciate your patience!
Hi @_Martin, we tried reaching you via call but couldn’t connect. We noticed that you successfully completed a domestic transaction yesterday, which is great! 
To enable international transactions on your SBM card, we kindly suggest reaching out to the SBM Bank team at customercare@sbmbank.co.in using your registered email ID. Since only the bank can activate international transactions, we recommend writing them directly.
Feel free to CC us at global.escalation@goniyo.com while contacting SBM Bank, and we’ll gladly follow up on your behalf. 
Thank you for your cooperation and trust!
Hi Preeti,
Thanks for your message.
I just received notification on the app that domestic and international transactions are enabled now. Many thanks for your help and support in resolving the issue.
Regards,
Martin
1 Like
Hello @_Martin thank you so much for the confirmation! We’re glad we could address and resolve your concern. If you need any further assistance, feel free to reach out to us here or through our live in-app chat team. 
You can always count on us! 
Take care! 
Hey @NIYOCOMM202503156IFA we wanted to let you know that our team has forwarded your request for the new credit card issuance to the relevant department. Rest assured, we’ll keep you updated with any progress here and on ticket 123659.
Thank you so much for your patience and understanding! 
Recently I was asked to do reKYC for which I tried video process multiple times. It would go waiting but wouldnt get connected. Finally when it did get connected, I was told the KYC was rejected due to Name Mismatch ! (This is the same document I submitted 2 years back when I opened the account).
I called Customer Service (SBM) but there was no help.
But I know the mismatch issue (South Indians generally have this problem due to Initial and Last Name issue). So I visited SBM Chennai branch to submit the required documents.
I waited for 30 min but the associate who attended me after the wait was polite and took the necessary documents and said KYC status will be updated in a couple of days.
To my horror, I get a mail that KYC is still pending completion and when I raised the question to customer service, they are not responding properly. I was not informed of any issues after my bank visit and now I get a mail on KYC incompletion.
Pathetic customer service.
Dealing with KYC issues can be frustrating, especially when encountering mismatches due to naming conventions. It’s disappointing when customer service fails to provide satisfactory assistance. Hopefully, the situation gets resolved promptly with better communication and support from the bank.
i have. been having similar issue, now they are telling me to visit the bank which is 550Km from where i am .
i have done VKYC 4 times. once they said my name my mismatched. so i asked them it was the same proof using which they opened the account and all other banks and fasttag approve my kyc.. Only Niyo has issues.
today twice VKYC was done but just got mail stating “Your Video KYC has not been successful.”
so called the customer service took 15 min to connect and the most thing i hear from them that, if i am using IPhone or Samsung VKYC wont be completed and use some other device,
which sounded very funny cause using iphone i was able to connect to the link , the agent was able to see me, capture my pic , pan card and signature . i dont see how device compatability is got to do with this..
And asking the back they dont even say what is the reason what happened to what they captured
Hi @vinanth_b,
Welcome to the Niyo Community! 
We’re really sorry to hear about the challenges you’ve been experiencing, and we completely understand how concerning this situation can be.
We’d like to clarify that the Video KYC (VKYC) process is handled directly by the bank, and while we facilitate the process, the final approval or rejection is determined by the bank’s verification team.
To ensure a successful VKYC, please make sure of the following:
You have a stable internet connection.
Your PAN and Aadhaar details match exactly.
You’re in a well-lit environment during the VKYC.
We’d also like to assure you that the device model (whether iPhone, Samsung, or any other) does not affect the VKYC process. As long as the camera and microphone are functioning properly, the device should work just fine.
If the issue persists, we’d recommend trying the process again or contacting SBM Bank for further assistance. You can:
Call their toll-free number at 1800-1033-817
Or drop an email to customercare@sbmbank.co.in
We apologize once again for the inconvenience and appreciate your patience as we work to resolve this. Please feel free to reach out if you need any further guidance!
@Nith_In Thanks for your reply,
But nothing is helping . i have a 300Mbps connection. twice your agents did the KYC, but there is no record when i called the customer service.
i had to wait for 15 min to connect and 45 min on call no resolution.
i cannot visit the branch . and the link wat SBM gave i waited for 30 min aprox to connect to the agent this is my 3rd attempt .. and no one connectec. i really dont know where i stand now.
such a horrible service . no support .. really complicated.. and i regret using .. i also have that call recorded incase if my data is compramised i would wish to take leagal action .
Hi @vinanth_b,
We regret the hassle that you are facing with your VKYC. We will get in touch with you shortly to assist you further. Appreciate your patience. 
Hi @vinanth_b,
Thanks for your time over the call. As discussed, we will check your Re KYC rejection concern with SBM Bank and update you as soon as possible. Rest assured, we will assist you in completing your Re KYC successfully. We appreciate your patience.
