VKYC Status Reference | Cashfree Payments

This reference guide explains the status codes, user templates, and agent templates available for Video KYC (VKYC) implementation. Use this information to understand response parameters and configure your VKYC flow.

Status and sub-status reference

The following table describes all possible status and sub-status combinations returned by the VKYC API, along with recommended actions for each scenario.

Request status types

The status codes are organised by verification phase. Each phase contains specific sub-status codes that indicate the current state and required actions.

REJECTED - Request rejected

Sub-status	Description	Recommended action
`INSUFFICIENT_BALANCE`	The request is rejected due to insufficient balance	Add funds to your account and retry the request

RECEIVED - Request accepted

Sub-status	Description	Recommended action
`LINK_GENERATED`	The link for Video KYC was generated successfully	Share the link with the user through your preferred channel

PRE_VIDEO_CALL - Pre-verification checks

Sub-status	Description	Recommended action
`AADHAAR_VERIFICATION_SUCCESS`	The user’s Aadhaar details were verified successfully	Proceed to the next verification step
`AADHAAR_VERIFICATION_FAILED`	The user’s Aadhaar details could not be verified	Ask the user to retry with correct Aadhaar information
`AADHAAR_VERIFICATION_EXPIRED`	The Aadhaar verification session expired	Restart the Aadhaar verification process
`USER_IP_VERIFICATION_SUCCESSFUL`	The user’s IP address was verified successfully	Continue with the verification flow
`USER_PROXY_DETECTED`	A proxy or VPN was detected	Ask the user to disable proxy/VPN and retry
`TECHNICAL_FAILURE`	A technical issue occurred during verification	Retry after some time or contact support
`USER_LOCATION_VERIFICATION_SUCCESS`	The user’s location was verified successfully	Proceed to device checks
`USER_LOCATION_OUTSIDE_INDIA`	The user is outside India	Reject the request or ask user to retry from India
`USER_AUDIO_CHECK_FAILED`	The user’s microphone is not enabled	Ask the user to enable microphone access
`USER_VIDEO_CHECK_FAILED`	The user’s camera is not enabled	Ask the user to enable camera access
`USER_LOCATION_PERMISSION_DISABLED`	The user did not grant location access	Ask the user to allow location permissions
`USER_DEVICE_CHECK_SUCCESS`	The user’s device passed all checks	Proceed to agent assignment
`USER_QUEUED`	The user is waiting for an available agent	Display queue position and estimated wait time
`SCHEDULED_USER_QUEUED`	The user is queued for a scheduled appointment	Notify user of scheduled time
`NO_AGENT_FOUND`	No agent is available at this time	Retry after some time or offer scheduling
`AGENT_ASSIGNED_TO_USER`	An agent has been assigned to the user	Notify user that verification will begin
`USER_MEETING_SCHEDULED`	The user’s meeting is scheduled successfully	Send meeting details to the user
`USER_MEETING_CANCELLED`	The user’s meeting was cancelled	Offer rescheduling options
`VKYC_EXPIRED`	The user’s VKYC link has expired	Resend the VKYC link to the user

VIDEO_CALL - During video verification

Sub-status	Description	Recommended action
`USER_ACCEPTED_MEETING`	The user accepted the meeting invitation	Start the VKYC verification process
`USER_REJECTED_MEETING`	The user rejected the meeting invitation	Reschedule or mark verification as failed
`USER_MISSED_MEETING`	The user missed the scheduled meeting	Offer rescheduling options
`USER_DROPPED_OFF`	The user disconnected during verification	Log the issue and offer reconnection
`AGENT_DROPPED_OFF`	The agent disconnected during verification	Retry with another agent
`USER_ENDED_CALL`	The user ended the call	Review session completeness
`AGENT_ENDED_CALL`	The agent ended the call	Review agent’s remarks and next steps

FAILED - Verification failed

Sub-status	Description	Recommended action
`TECHNICAL_ERROR`	A technical error occurred during verification	Retry the verification or escalate to support

AGENT_REVIEWED - Agent review complete

Sub-status	Description	Recommended action
`AGENT_APPROVED`	The agent approved the user’s KYC verification	Proceed to auditor review stage
`AGENT_REJECTED`	The agent rejected the user’s KYC verification	Notify user with rejection reason
`AGENT_UNABLE_TO_VALIDATE`	The agent could not complete validation	Retry with another agent or new session

AUDITOR_REVIEWED - Final review complete

Sub-status	Description	Recommended action
`AUDITOR_APPROVED`	The auditor approved the user’s KYC verification	Mark verification as complete
`AUDITOR_REJECTED`	The auditor rejected the user’s KYC verification	Mark verification as failed

User templates

User templates define the customer journey and determine which verification steps are included in the VKYC process. The template you choose affects the user experience and verification flow.

vkyc_user_template_v1

This is the standard template that includes mobile OTP authentication, conditional DigiLocker Aadhaar verification, and agent-assisted video verification. The template behaviour depends on whether Aadhaar details are provided in the Initiate Video KYC Request:

With Aadhaar details
Without Aadhaar details

When Aadhaar details are provided: The DigiLocker verification step is skipped, creating a streamlined 2-step process.

Step 1: Mobile authentication

User authenticates using mobile OTP sent to their registered number

Step 2: Video verification

Direct connection with verification agent for identity confirmation

Custom templates: To create a custom user_template tailored to your specific requirements, contact your account manager.

Agent templates

Agent templates define the verification steps that agents must complete during the VKYC process. These templates ensure consistent verification procedures across all sessions.

vkyc_agent_template_v2

This is the default template used by verification agents during the VKYC process. It includes standardised verification steps and documentation requirements.

Default agent verification template

Default agent template interface showing verification steps

Standard agent interface with verification checklist and documentation requirements

Custom agent templates: To create a custom agent_template with specific verification steps or compliance requirements, contact your account manager.

Secure ID APIs

V2

V1 (Depricated API's)

Status Codes and Templates

Status and sub-status reference

Request status types

User templates

vkyc_user_template_v1

Step 1: Mobile authentication

Step 2: Video verification

Step 1: Mobile authentication

Step 2: DigiLocker verification

Step 3: Video verification

Agent templates

vkyc_agent_template_v2

Default agent verification template

​Status and sub-status reference

​Request status types

​User templates

​vkyc_user_template_v1

Step 1: Mobile authentication

Step 2: Video verification

Step 1: Mobile authentication

Step 2: DigiLocker verification

Step 3: Video verification

​Agent templates

​vkyc_agent_template_v2

Default agent verification template

Status and sub-status reference

Request status types

User templates

vkyc_user_template_v1

Agent templates

vkyc_agent_template_v2