Video KYC and in-person verification in demat opening

Many customers are surprised when the demat application asks them to record a short video or join a live video call. This step is called in-person verification (IPV) or video KYC. It is normal, quick and easy, if the customer knows what to expect.

What IPV or video KYC is

It is a way for the broker to confirm that the person applying is real and is the same person whose documents were submitted. Instead of visiting an office, the customer verifies their identity through a video.

Two common formats

• Recorded video: the customer records a few seconds of video, sometimes reading out a code shown on screen.
• Live video call: an agent of the broker speaks with the customer, may ask them to show their PAN card, and checks their face against the documents.

How to prepare

• Sit in a well-lit place, facing the light, not with a window behind.
• Keep the original PAN card nearby if the broker asks to show it.
• Use a quiet room; background noise makes calls difficult.
• Keep the phone steady; rest it on a table if possible.
• Have a stable internet connection.

Common reasons it fails

• Face not clearly visible due to poor light or a cap, mask or glasses with glare
• Code not read clearly or the wrong code read
• The customer is not the account holder (for example, a family member trying to complete it)
• Network dropping during a live call
• Showing a photocopy instead of the original card when the original is asked for

What to do if it fails

Most brokers allow the customer to retry. If a live call is needed, they may be able to book a slot at a convenient time. The customer should follow the instructions in the app or email.

Why you must never stand in

Some partners are tempted to help by appearing in the video or prompting the customer to let someone else complete it. This is identity fraud and will lead to rejection and possibly further action. The customer must complete it personally.

Helping nervous customers

Some people feel anxious on video. Reassure them: "It takes less than a minute. They just want to confirm it's really you. Look at the camera and follow the instructions." Suggest they practise holding the phone steady.

Accessibility considerations

Elderly customers or those with disabilities may need extra time or assistance. A family member can help with setup, but the customer must appear and respond themselves.

Key points to remember

• IPV or video KYC confirms the applicant is real and present.
• Good light, a quiet room and a steady phone prevent most failures.
• Only the applicant may complete the video.
• Retries or scheduled calls are usually available.
• Calm reassurance helps nervous customers.

A simple preparation message

"In the last step, the app may ask for a short video to confirm it's you. Sit in good light, keep your PAN card nearby and follow the on-screen instructions. It takes less than a minute."

Summary

Video verification is a small step that often causes big delays when customers are unprepared. A one-line heads-up and a few practical tips usually solve it. Combine this with the documents checklist and the step-by-step process for smooth applications.

Why brokers use video instead of office visits

Video verification makes account opening possible from anywhere in India without travelling to a branch. It saves the customer time and still gives the broker confidence about identity. Explaining this benefit turns the step from an annoyance into a convenience in the customer's mind.