Account FAQs

• New Signups: Will go through the new flow (Video KYC, BO identification, etc.)
• Existing/Pending Merchants: Merchants who started onboarding before the new flow went live will remain on the old flow. They do not need to restart.

• The Reason: We run backend address verification checks on the address fetched from your documents (Aadhaar, PAN, GST).
• The Trigger: If the backend address verification fails, the system mandates Video KYC to be compliant.
• Response: To ensure the security of your account and comply with new RBI guidelines, we require additional verification. Since we couldn’t automatically verify your address, Video KYC is now a mandatory step to proceed.

• If successful: You will see nothing and proceed smoothly.
• If failed: You will be presented with the Video KYC step. You are not explicitly told “Address Verification Failed”, just that Video KYC is required.

1. Your Min-KYC status will move to Rejected.
2. You will receive a rejection email (similar to document rejection emails).
3. You can log in to your dashboard and generate a new link to retry Video KYC.

• Requirement: You must identify all individuals who own more than 10% share in the business.
• Process:
  • Pvt/Public Ltd: We pre-fill a list of Directors fetched from the Company PAN. You must confirm if these are the Beneficial Owners or add new ones.
  • Partnerships/Trusts: You must manually enter the list of partners or trustees.

• At least one Beneficial Owner (BO) must complete Aadhaar OTP and PAN verification.
• If the “Authorized Signatory” (who did KYC earlier in the flow) is also a BO, that counts.
• If the Authorized Signatory is not a BO (e.g., an employee), you must add a BO and complete verification for that BO.

• Delay: This fetch can take up to 24 hours.
• Impact: Your account cannot be approved until these documents are successfully fetched.

• Scenario A: If we successfully auto-fetch both GST and Udyam, you do not need to upload anything.
• Scenario B: If we only fetch one (e.g., only Udyam), you must upload a second document (e.g., GST certificate, Shop and Establishment Act, etc.).

1. Legal Name: The registered legal name must be visible on your website (usually in the footer or Contact Us page).
2. Products/Services and MCC: The products listed must match the business category selected and must not be high-risk or banned items (negative keywords).

• Penny Test not confirmed: A small amount (₹1) is sent to your bank account to verify it is correct. You will receive an email titled “Bank account confirmation” or “Penny test confirmation”. Please reply to that email once you receive the amount.
• Missing Website/App Policy Pages: Ensure that your website or app includes all the required policy pages, such as Privacy Policy, Refund Policy, Terms and Conditions, etc.
• Pending Documents: Double-check that you have submitted all the necessary documents. In some cases, additional documents may be requested. Your Account Manager will reach out if anything is missing.

• Add multiple team members to the same account
• Assign roles to each user (like Finance, Tech, Support, etc.)
• Control what each user can access or do based on their role
• Customise permissions further if needed

1. Go to Profile > My Information.
2. Click the Edit icon next to the email or phone number.
3. You will need to validate your identity using your Aadhaar number and the OTP sent to your Aadhaar-linked mobile number.
4. Once verified, enter your new details and verify them with the OTP sent to the new email or phone.

1. Go to Profile > 2FA Authentication.
2. Toggle Enable 2FA for Login.
3. You can choose to receive OTPs via SMS or email, or use an authenticator app like Google Authenticator.

1. Go to Profile.
2. Navigate to the Invoice section.
3. You will see a list of generated invoices which you can download for your records.

1. Go to Profile > Login History.
2. You can view successful logins, filter by date range, or search by specific email IDs to track user activity.

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Prohibited items and services

1. Adult goods and services, which include pornography and other sexually suggestive materials (including literature, imagery and other media), escort or prostitution services.
2. Alcohol, which includes alcoholic beverages such as beer, liquor, wine, or champagne.
3. Body parts, which include organs or other body parts.
4. Bulk marketing tools, which include email lists, software, or other products enabling unsolicited email messages (spam).
5. Cable descramblers and black boxes, which include devices intended to obtain cable and satellite signals for free.
6. Child pornography, which includes pornographic materials involving minors.
7. Copyright-unlocking devices, which include Mod chips or other devices designed to circumvent copyright protection.
8. Copyrighted media, which includes unauthorised copies of books, music, movies, and other licensed or protected materials.
9. Copyrighted software, which includes unauthorised copies of software, video games and other licensed or protected materials, including OEM or bundled software.
10. Counterfeit and unauthorised goods, which include replicas or imitations of designer goods, items without a celebrity endorsement that would normally require such an association, fake autographs, counterfeit stamps, and other potentially unauthorised goods.
11. Cryptocurrency exchanges, platforms dealing in cryptocurrency trading.
12. Drugs and drug paraphernalia, which include illegal drugs and drug accessories, including herbal drugs like salvia and magic mushrooms.
13. Drug test circumvention aids, which include drug cleansing shakes, urine test additives, and related items.
14. Endangered species, which include plants, animals or other organisms (including product derivatives) in danger of extinction.
15. Gaming or gambling, which includes lottery tickets, sports bets, memberships or enrolment in online gambling sites, and related content.
16. Government IDs or documents, which include fake IDs, passports, diplomas, and noble titles.
17. Hacking and cracking materials, which include manuals, how-to guides, information, or equipment enabling illegal access to software, servers, or other protected property.
18. Illegal goods, which include materials, products, or information promoting illegal goods or enabling illegal acts.
19. Miracle cures, which include unsubstantiated cures, remedies or other items marketed as quick health fixes.
20. Offensive goods, which include literature, products or other materials that: (a) defame or slander any person or groups of people based on race, ethnicity, national origin, religion, sex, or other factors, (b) encourage or incite violent acts, (c) promote intolerance or hatred.
21. Offensive goods and crime, which include crime scene photos or items, such as personal belongings, associated with criminals.
22. Prescription drugs or herbal drugs, which include drugs or other products requiring a prescription by a licensed medical practitioner.
23. Pyrotechnic devices and hazardous materials, which include fireworks and related goods, toxic, flammable, and radioactive materials and substances.
24. Regulated goods, which include air bags, batteries containing mercury, Freon or similar substances or refrigerants, chemical or industrial solvents, government uniforms, car titles or logos, licence plates, police badges and law enforcement equipment, lock-picking devices, pesticides, postage meters, recalled items, slot machines, surveillance equipment, and goods regulated by government or other agency specifications.
25. Securities, which include stocks, bonds, or related financial products.
26. Tobacco and cigarettes, which include cigarettes, cigars, chewing tobacco, and related products.
27. Traffic devices, which include radar detectors or jammers, licence plate covers, traffic signal changers, and related products.
28. Weapons, which include firearms, ammunition, knives, brass knuckles, gun parts, and other armaments.
29. Wholesale currency, which includes discounted currencies or currency exchanges.
30. Live animals or hides, skins, teeth, nails and other parts, etc. of animals.
31. Multi-level marketing collection fees.
32. Ponzi schemes, pyramid and chain marketing.
33. Matrix sites or sites using a matrix scheme approach.
34. Drop-shipped merchandise.
35. Any product or service which is not in compliance with all applicable laws and regulations, whether federal, state, local or international, including the laws of India.
36. The merchant shall not sell, purchase, provide or exchange a cardholder’s name or MasterCard/Visa account number information in any form obtained because of a MasterCard/Visa Card transaction to any third party other than its MasterCard/Visa acquiring Member-Citrus Pay, or according to a government or statutory or competent body’s request.
37. Pyrotechnic devices, combustibles, corrosives and hazardous materials, which include explosives, fireworks and related goods, toxic, flammable, and radioactive materials and substances.