App forces me to do video re-KYC within 3 days. Asks me to enter address, Aadhar and PAN details. Then asks me to connect to agent. No agents get connected even after waiting for long time. And then it fails with error saying Video re-KYC is not completed.
How does Niyo expects us to complete re-KYC if they have no agents?
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Hi Naveen,
I hope this message finds you well.
I’m reaching out regarding the challenges you’ve encountered with completing the video re-KYC process. I understand the frustration of being unable to connect with agents despite multiple attempts.
Unfortunately, direct involvement in the re-KYC process is not within our purview. However, we are actively liaising with SBM Bank, the bank associated with your account, to address this issue. In the meantime, I recommend reaching out to SBM Bank directly at customercare@sbmbank.co.in for assistance and alternative options.
We apologize for any inconvenience this situation has caused and assure you that we are working diligently to find a resolution.
If you have any further questions or concerns, please feel free to reach out.
Same thing happened with me too, in February 2nd week I got mail/SMS for VKYC. I was out of the country at that time. Then I came to know that VKYC cannot be done by staying out of the country. I came back to India on the 3rd week of February. Then I tried VKYC daily but the agent kept waiting for 2 hours to connect. Then I had to come out of the country again on 1st March, so I tried VKYC again last time and luckily my video call was made. The agent also completed the VKYC but as soon as the video call got disconnected, a message appeared on the mobile screen that “VIDEO KYC is not completed, please click the below mentioned link to proceed video KYC again”. I had to leave for the airport after 1 hour. Now today on 16th March 2024 again I got a mail that SBM KYC is about to expire. Complete Video KYC TO Continue SBM Account | When I spoke to NIYO support they said that if you are abroad then the link will not be functional for customers residing abroad. In such cases, customers are advised to utilize the funds in their account before their account is FROZEN. So does this mean that the public will have to come to India just to get VKYC done?
Hi @Pink_web_Mall!
I understand your challenges with the VKYC process, especially given your travel schedule. Unfortunately, VKYC can only be completed while you’re physically present in India due to the geolocation verification requirement.
Regarding your query about having to come to India just for VKYC, while that’s the current process, I recommend reaching out directly to SBM Bank at customercare@sbmbank.co.in. They might have alternative solutions or guidance for customers in your situation.
Rest assured, we will also follow up with the bank from our end to explore if there’s any possibility of finding a solution or alternative arrangements to help facilitate the VKYC process for customers in similar situations.
Thank you for bringing this to our attention, and we apologize for any inconvenience caused. We’ll do our best to assist you in resolving this matter.
I have been facing the same issue with vkyc with SBM bank, no one joins the video calls, very pathetic service from SBM. Couple of months back i was getting email to do the VKYC and at that time as well after aadhar verification no one used to join the calls and the notification stopped coming all by itself. Again now i am getting the same notification that the account will be deactivated if the VKYC is not done and again no one from SBM joins the video calls, I am just left to wait in the call. I complained multiple times to SBM bank customer care and each time they ask me to join back the link for VKYC assuring me that someone will join, but no one does in the end. Aboslutely pathetic.
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I have been also a victim of this re-KYC process that has taken an absolute toll on my patience with dealing with such a ridiculous hassle. Since the transactions are happening through Niyo/GoalWise, shouldn’t you people take responsibility in addressing this situation to the customers?
Why are the customers not given a heads-up to know that the account will be frozen if certain steps aren’t taken? Today my account got frozen and I was intimated about this only minutes before it froze. I think this is intentional so that people don’t withdraw their money.
Hi,
apologies for the inconvenienced caused. I recommend reaching out directly to SBM Bank at customercare@sbmbank.co.in. They might have alternative solutions or guidance for customers in your situation.
Thanks
I am really frustrated with e-KYC already wasted 3 hours and even tried connecting with customer care which was of no help. I even raised the complaint on SBM redressal form will never share any complaint id to you.
Same experience. Very disappointed.
This is very frustrating. As of August 17, 2024, I have tried for three consecutive days to get agent support, but have received none. I have decided to leave the platform for good.
Hi @Sai_Rajeev ,
Welcome to the Niyo Community! 
Regret any inconvenience caused by the delay with VKYC due to the bandwidth issues on weekends with the agent. VKYC agents are available daily from 9 AM to 6 PM. We recommend trying again later, ideally during non-peak hours like the afternoon. You may connect with customer care at 1800-1033-817 or via email at customercare@sbmbank.co.in. Thank you for your understanding.
Hello,
The Re-KYC support is pathetic and i am unable to connect to any agent. I literally spent 2 hours over this and alas to no response this is been horrible. Neither does the SBM support do reply to the emails. My funds are literally frozen unable to use any of them for any transaction. My Niyo Credit bills are due for payment which has to be made through the SBM debit card and i cannot use a single penny from it. Either the toll free for the SBM nor the Email works. How am i supposed to trust a bank. Either this needs an immediate solution or this will be escalated further. I am disgusted that you guys do not take any ownership in resolving the issue. I will never recommed this to anyone here on
Hello @vignesh.0510
Welcome to the Niyo Community!
We understand how frustrating it can be to complete the VKYC process, especially while you’re abroad. According to RBI guidelines, you need to be in India to finalize the VKYC, which is why you’re having trouble connecting with a bank agent.
Unfortunately, Niyo doesn’t have the capability to unfreeze your account directly—this is managed solely by SBM Bank. In the meantime, you can pay your credit card bill using this link: https://pay.billdesk.com/cardnet-instapay/sbmcard or through MobiKwik.
If you need further assistance, please reach out to us via ticket 2517808. We’re here to help!
I have been trying to do ReKYC for more than month. The SBM website always tries “Waiting for agent to connect…”. I try once every 2 or 3 days.
I have emailed SBM customer care many times and all they do is send the link https://vkyc.sbmbank.co.in/SBMVkycHost/rekyccustomerenroll. It seems like an automated reply and no one even read my email.
I again replied with my location, etc, and they again keep sending the same link.
I will soon leave India in 2 weeks. I know from outside India one cant do ReKYC. I have already given up on using Niyo credit card and I will use my US credit card that has 0% international transaction fee instead.
The only thing I want is one last transaction so I can move my money in the Niyo SBM account. Just for that one transaction I tried ReKYC so many times. When I opened this account a few years ago ReKYC waiting period was just few minutes. Is it just me or everyone had the same experience with ReKYC recently? Should I keep trying daily (until I leave India in 2 weeks) hoping an agent will show up or maybe just give up the money in the SBM account?
Hey @iamsreeman,
We tried calling you but unfortunately couldn’t connect. We sincerely apologize for the inconvenience you’ve faced regarding the completion of your RE-KYC process.
Unfortunately, the RE-KYC procedure is entirely managed by the bank, and we do not have direct control over its completion. To resolve this matter promptly, we kindly request that you contact SBM Bank’s customer care team. You can reach them at:
Phone: 1800-1033-817
Email: customercare@sbmbank.co.in
The bank’s customer care team will be able to provide you with the necessary support and guidance to complete your RE-KYC successfully.
Thank you!
Hi Team
Ive completed my video KYC on monday and it was mentioned it’d take 48hrs max for processing. Its over time now and still no response. When i visit the sbm card page i end up seeing video kyc processing in progress. Can you guys please check and speed this up?
Welcome to the Niyo Community!
I’m reaching out via DM to gather additional information so that we can promptly address this matter with the appropriate team. Your cooperation is greatly appreciated as we work diligently to resolve this issue as quickly as possible.
I done my rekyc process for activation my international transection on sbm debit card but it show same interface of rekyc please solve this issue on urgent basis
Hey @RITESH
We sincerely apologize for the trouble you’re facing with the re-KYC process.
we understand the urgency of your international transaction needs. We’re escalating this issue and will work to resolve it as soon as possible 
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Thank you for your patience and understanding 
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Please fix asap before 24 september i have to go azarbaizan
