@RITESH We have already escalated the issue from our end to the bank. We’ll keep you updated on the progress as we receive it.
Appreciate your patience!!
Hello,
What the hell is going on?
Why nobody comes at the reKYC video link?
Why customer care does not give clear answers?
I waited 15mins at a scheduled time and nobody came.
Hi @Nandan_Sharma,
Welcome to the Niyo Community! 
We’re really sorry to hear about your experience 
. It sounds frustrating, and we completely understand.
Allow us to get in connect with you right away and assist further. Appreciate your patience. 
Hey @Nandan_Sharma
Thank you for your time on the call. As discussed, we kindly request you to retry completing your VKYC between 1 PM - 4 PM 
, and it should go through smoothly.
If you face any issues, don’t hesitate to let us know. We’re here to help! 
Thank you! 
Currently, I am trying and waiting for the executive on the video KYC URL.
It has been more than 30 minutes (i started at 2pm) since I am waiting, but nobody has arrived yet.
What the hell is going on?
Will SBM debit card work internationally or not?
Hey @Nandan_Sharma
We’re sorry to hear about your experience. Allow us to have this checked and we’ll assist you further.
Appreciate your patience!!
please do. I am still waiting at the video KYC link. I generated this link just before 2pm and been waiting since. Now it is almost 50 minutes.
Hello @Nandan_Sharma,
Thank you for your time on the call! We’re glad to hear that your VKYC has been successfully completed after following the troubleshooting steps provided.
You should receive confirmation from the bank within 48 hours regarding approval or rejection. 
If you face any issues in the future, feel free to reach out to us via the live chat feature in the app 
or drop us an email at global.escalation@goniyo.com, and we’ll make sure to check it on priority! 
Thanks again, and we’re here to assist you anytime! 
Hi I have been trying to do the vkyc for almost 15days now, every day I try to use the link and wait indefinitely for some agent to join, but no one shows up. I need to add funds to the SBM account so I can use it in my abroad stay. This is ridiculous.
Welcome to the Niyo Community!
We understand your concern, and we’re here to help! If you are in India, you can try completing your re-KYC using this link: vKYC Link.
If you’re abroad and unable to complete the re-KYC process, please reach out to SBM Bank for offline assistance by calling 1800-209-9335 or emailing customercare@sbmbank.co.in.
We appreciate your patience and hope this helps you resolve the issue soon!
Hello Team,
Same happened with me also, I tried yesterday and faced error for OTP generation, when contacted with Customer care it was communicated that due to Oct 2 Public Holiday this is happening. Now I am trying since morning, OTP generation is successful but no one is coming on video KYC, none of the option either with “connect with agent” or scheduling an appointment.
I cant keep waiting whole day for this.
I have done my kyc more than 10 times in this month so far now . But always it ends in failed . No proper response from the team in Watsapp
Welcome to the Niyo Community!
We sincerely apologize for the inconvenience you’ve encountered. To assist you further, kindly provide us with a screenshot of the email from the bank that outlines the reason for your KYC decline. In the meatime, since KYC processing is managed directly at the bank level, we also recommend reaching out to the bank for more detailed insights.
Please feel free to share the KYC status email confirmation via DM along with your contact number, or email us at global.escalation@goniyo.com
To send us via DM:
- Click on my profile icon.
- Select “MESSAGE.”
- Enter your details in the message body.
- Attach any relevant screenshots by clicking on the upload icon, then click “Send Message.”
Alternatively, you can email us at global.escalation@goniyo.com and include your ticket number. If you already have an existing ticket, please share the ticket number here, and we’ll ensure a follow-up.
We appreciate your patience and are here to help!
Team, I tried reaching out to the customer care using the email-id provided, they have closed the ecase#SR1141807 asking for a screenshot.
I dont understand what kind of a joke is this asking for a screenshot. Dont you know that the link is not at all opening for the SBM customers abroad?
My issues is that the reKYC link doesnot even open from abroad.
Please help me complete my video kyc
We regret the inconvenience that you’ve encountered. Kindly allow us an oppurtunity to have this checked. Rest assured, we shall connect with you to share an update shortly. We request your patience till then.
Thank you!
Hey @Hardit_Singh
Welcome to the Niyo Community!
We’re sorry for the hassle you’ve faced. Please note that the Re-KYC process is handled directly by the bank, and unfortunately, we cannot process it from our end. We recommend trying the VKYC process again using the link: https://vkyc.sbmbank.co.in/SBMVkycHost/rekyccustomerenroll at a different time.
If you run into any issues, feel free to reach out to SBM Bank at 18002099335 or via email at customercare@sbmbank.co.in We’re here to assist you in any way we can.
Thank you for your cooperation and understanding in this regard!
We tried reaching out but unfortunately couldn’t connect. We understand that you’re currently abroad and facing difficulties with completing your KYC.
To assist you better, we will communicate your situation to SBM Bank and request a grace period to keep your account active while you complete your re-KYC. To proceed with this, we kindly ask you to provide the following details via email at global.escalation@goniyo.com
- Purpose of Travel: Please specify the reason for your stay abroad (e.g., work, study).
- Estimated Return Date: Let us know when you plan to return to India and complete your re-KYC.
- Proof of Stay Abroad: You can provide any of the following documents:
- Valid Visa showing your reason and duration of stay.
- For Students: A student ID or letter of enrollment from your institution.
- Travel-related documents such as Airline tickets or Hotel booking.
Once we receive these details, we’ll promptly reach out to SBM Bank on your behalf and keep you updated on the progress.
Thank you for your understanding and cooperation!
Hi @saraswathi.r I have sent the details over email to global.escalation@goniyo.com , please check and assist accordingly,
Could you kindly share your ticket ID with us? We’d love to have this picked up and assist you on priority. We’re here to ensure everything is resolved smoothly for you, so feel free to reach out anytime!
This is the response I got:
Thank you for reaching out to Niyo Support.
We have received your query/issue and have created a ticket for you. Your ticket number is 2550118.
