The Know Your Customer (KYC) procedure is a standard verification process to ensure compliance with local regulations.

What is identity verification and why do I need to do it?

Like other payment service providers, PayPal is required under local regulations to verify the identity of its customers when they use certain services. Identity verification is a process we need our customers to do to validate their identity through documents and biometrics check.

Verifying our customers' identities is one way we can keep all our customers safe and give them confidence when using PayPal.

How do I verify my identity?

Log in to your account and follow the instructions in the account notifications. Customers will need to provide certain documents to verify their identity, such as a copy of their government-issued ID.

We will also conduct a video verification call as part of this process, which you may schedule at your convenience. Ahead of this call, please:

• Have your original Permanent Account Number (PAN) card at hand.
• Ensure that you are using a device with a camera and microphone and have a stable internet connection.
  
• Ensure you join the call from an area with ample light and a clear background.
  
• Do not use a VPN.

How long will it take for my account to be verified?

We always strive to provide our customers with the best possible service. It will take around one day for review completion for personal, premier, and business (individual) account holders, and 1 to 2 days for review completion for business (non-legal entity and legal entity) account holders. The review will happen after we have received all the required documents and you have completed the required steps including the video KYC call.

What documents are required to complete identity verification for my personal / premier / business (individual) account?

To complete the verification, you will need your PAN card. Subsequently, you can use DigiLocker to verify your identity electronically, or you can choose to upload either your Aadhaar card, passport, or driver's license. Please ensure that the details on the documents provided match with your PayPal account information.

What documents are required to complete identity verification for my business account?

Business (individual) account holders do not need to provide additional business documents. Holders of other types of business accounts will need to provide a valid business document that matches their PayPal account information. There are different documents you may use to verify your business identity, depending on the type of business account you hold. Please log in to your account and follow the instructions in the account notifications for further details, or refer to the list below.

• Sole proprietorship - Any one of the following:
  • GST- Goods and Service Tax
  • IEC- Import Export Code
  • Udyam- Udyam Registration Certificate
  • Shop license- Certificate/license issued by the municipal authorities under Shop and Establishment Act
• Partnership - Business Permanent Account Number (PAN) and Partnership Deed. In some cases, we may also need to collect a signed Letter of Authorization.
• Corporation / Government- Business PAN and Certificate of Incorporation. In some cases, we may also need to collect your Article of Association, Memorandum of Association, and a signed Letter of Authorization.

Can I provide other documents not listed to verify my identity?

The documents we accept are in line with local regulations, and we are not able to accept other documents.

My Aadhaar and PAN are already linked to my account. Why do I still need to verify my identity?

Local regulations require payment service providers like PayPal to verify the identity of their customers when they use certain services. In addition to validating customers’ documents such as Aadhaar and PAN, this identity verification process also requires us to take certain other steps to verify our customers’ identities.

What should I do if I miss or can't remember when I scheduled my video verification call?

You will be able to schedule another call at your convenience. Please log in to your account and follow the instructions in the account notifications.

Is identity verification mandatory to use PayPal?

Yes, both new as well as existing customers must successfully verify their identities to use (or continue using) their PayPal accounts.

Like other payment service providers, PayPal is required under local regulations to verify the identity of its customers. This helps us keep PayPal safe for everyone using it.

What is DigiLocker, and what should I do if I don't have a DigiLocker account?

DigiLocker is a platform operated by the Indian government, which allows for secure sharing and verification of official documents. PayPal has integrated DigiLocker to complete the identity verification process in an easy, fast, and secure manner.

If you do not have a DigiLocker account, you may create one as part of the identity verification process. Please note your Aadhaar will need to be linked to your current mobile number.

Why do I have to provide my bank account number for shopping?

Verification and adding a bank account fully enables you to send and receive in PayPal.

Why does the identity verification process direct me to a 3rd-party website?

PayPal is working with a trusted partner, IDfy, to complete the identity verification process in an easy, fast, and secure manner.

What happens if I am unable to complete the identity verification process?

You may reattempt the identity verification process. Please log in to your account and follow the instructions in the account notification. If you are facing any difficulty, please contact PayPal’s customer service team for assistance.

Do note that verifying your identity is required by local law, in order for you to use PayPal.

Why has the primary address in my PayPal account changed after I complete identity verification?

We have updated the primary address on your PayPal profile to match the address on the identity document you used as part of the identity verification process.

When can I schedule the video verification call?

You may schedule the video verification call at your convenience on any weekday (excluding public holidays) between 9:00 AM to 10:00 PM IST.

Ahead of this call, please prepare:

• Your original Permanent Account Number (PAN) card.
• Ensure that you are using a device with a camera and microphone and have a stable internet connection.
• Ensure you are dialing in from an area with ample light and a clear background.
• Do not use a VPN.

Why am I still unable to transact even after I have completed the identity verification steps?

Thank you for completing the required steps. Our agents are verifying your details, and you will be able to transact thereafter. Typically, this should take 1-2 working days.