⚡Quick answer -

Choose either the self-service Online KYC (GST- or Aadhaar-based) or the Sales-assisted Offline KYC. Both flows finish with e-signing a Customer Application Form (CAF).

Once KYC is approved, billing details are locked (for GST accounts), and you can pick a service number to unlock all voice, IVR, and WhatsApp features.

When should I use this guide?

Open this guide the moment you create—or help a customer create—a MyOperator account. It lists every path (demo vs. live, with/without KYC), required documents, and common failure points so you can onboard in one sitting and avoid rework.

1. Customer pathways at a glance

Flip-side: You cannot place or receive calls, purchase a DID, or configure IVR until KYC is approved.

Watch the video walkthrough

Alt text: video demo

2. Online KYC: step-by-step

GST-Based Authentication (Default Option):

• Process: The customer enters their 15-digit GSTIN, and an OTP is sent to the mobile number registered with their GST account for verification. The system will also extract the PAN details from the GST documentation.
• Benefits: This is often the faster option for businesses, as it automatically verifies the business's identity.
• Limitations: This option is only available to businesses with a valid and active GST number.

Alt text: GST-based Authentication

Aadhaar-Based Authentication:

• Process: The customer first authenticates using their 12-digit Aadhaar number and an OTP sent to their linked mobile number. Following successful Aadhaar verification, they will proceed to PAN verification. This can be done by either uploading an image of their PAN card (up to 2.5 MB) or by securely fetching it via Digilocker.
• Benefits: This is a good option for individual entrepreneurs or businesses that may not have a GST number.

Limitations: The customer must have a mobile number linked to their Aadhaar account to receive the OTP.

Alt text: Aadhar-based authentication

Video KYC

• Process: This is a mandatory step for all customers. A random 4-digit code will be displayed on the screen, and the customer will be prompted to record a short video of themselves clearly speaking the code.
• Benefits: Video KYC is a secure and efficient way to verify a customer's identity, preventing fraud and ensuring compliance.
• Limitations: The customer must have a device with a working camera and microphone and must grant permission for the browser to access them.

Alt text: Video KYC

Customer Application Form (CAF) Creation and E-signing

3. CAF(Customer Application Form): What It Contains

1. Business Details – legal name, address, GSTIN/PAN
2. Point-of-Contact Details – authorised signatory, designation, ID proof, photo
3. Plan & Service Details – selected plan, service number(s), billing cycle
4. Compliance Declarations – agreement to MyOperator Terms & TRAI regulations

4. After submitting the CAF

• Verification Time: Within 2 business days, the MyOperator team reviews the CAF and linked KYC details.
• Approval: You’ll receive a confirmation email once your account is successfully activated.
• Next Step: Upon approval, your service number and features (incoming/outgoing calls, IVR, WhatsApp, etc.) will be activated based on your selected plan.

Comparison of ID methods

5. Offline KYC (sales-assisted)

Use when enterprise customers cannot receive OTPs.

1. Agent opens https://accounts.myoperator.co/kycs/add and enters Billing Account No.
2. Uploads customer documents:
1. 1 × POC ID (Aadhaar / Voter ID / DL / Passport)
2. 2 × Business docs (PAN, GST cert, or COI)
3. Passport-size photo of POC
4. Email-ownership screenshot (if sign-up via personal email)
3. System raises a Qntrl ticket and emails an unsigned CAF.
4. Customer prints, signs, returns; agent uploads signed CAF.
5. Tech Support reviews:
1. Accepted → KYC complete
2. Rejected → Restart online or offline flow

Important: Offline KYC cannot start if the customer has already begun Online KYC. No demo number is auto-assigned during this process.

6. Billing & number selection after KYC

Permanent numbers become fully active once payment succeeds.

• With GST Verification: Billing details are auto-filled from the GST data and are not editable.

• With Aadhaar Verification: The customer will need to manually enter their billing information.

7. How secure is Aadhar authentication?

Aadhaar checks are UIDAI-governed and protected by:

(1) one-time OTPs to your registered mobile,

(2) end-to-end encrypted biometric data that MyOperator never stores,

(3) an optional 16-digit Virtual ID that can replace your Aadhaar number, and

(4) consent-based verification—nothing happens without your approval. All requests are time-stamped, logged, and auditable by UIDAI.

Storing biometric data or reusing Aadhaar/VID without fresh consent is illegal under the Aadhaar Act.

8. Are my personal Aadhaar-linked details used/stored by MyOperator?

No. MyOperator does not access, store, or retain your Aadhaar details when using eSign services. Only status information is retained for transaction logging and reporting.

9. Troubleshooting & edge cases

• ID OTP not received → retry via voice call; still stuck? Contact support.

• File upload fails → ensure JPG/PNG ≤ 2.5 MB, clear PAN text.

• Video KYC rejects → re-record in good lighting; speak code clearly.

• Payment done but account inactive → click “Activate Now” on payment page.

Blockers:

1. Multiple failed KYC attempts → flow locks; switch methods or go offline.
2. Billing edits for GST accounts after live activation → not allowed.

10. Key benefits for the customer

• Faster onboarding via GST auto-verification and instant CAF.

• High security: dual OTPs + mandatory Video KYC.

• Flexible routes: pick GST, Aadhaar, or full offline concierge.

• Clear upgrade path: demo → temp number → permanent number after payment.

Keywords: MyOperator KYC, onboarding, GST verification, Aadhaar video KYC, offline KYC, CAF e-sign, demo account