KYC Verification
Know Your Customer (KYC) verification is required by telecom regulations to activate full access to Exotel services. This page covers document requirements, the verification process, and how to handle rejections.
Why KYC is Required​
Indian telecom regulations (TRAI/DoT) mandate identity and business verification for all cloud telephony providers. KYC verification:
- Enables you to purchase production ExoPhones (virtual numbers)
- Removes trial account limitations
- Allows you to send SMS in production
- Is required before going live with any voice or messaging service
KYC verification can take 1-3 business days. Start the process immediately after account creation to avoid delays when you are ready to go live.
Required Documents​
For Indian Businesses​
| Document Type | Accepted Documents | Notes |
|---|---|---|
| Business Identity | Certificate of Incorporation, GST Registration Certificate, Shop & Establishment License | Must show the registered business name |
| Business Address | GST Certificate, Utility Bill (less than 3 months old), Bank Statement | Address must match the registered business address |
| Authorized Signatory ID | PAN Card, Aadhaar Card, Passport, Voter ID | Must be a director or authorized representative |
| PAN Card | Business PAN (not personal PAN) | Required for GST billing |
| Letter of Authorization | On company letterhead, signed by director | Required if the signatory is not a director |
For SEA Businesses (Singapore, Malaysia, Middle East)​
| Document Type | Accepted Documents | Notes |
|---|---|---|
| Business Registration | ACRA BizFile (Singapore), SSM Certificate (Malaysia), Trade License (UAE) | Must be valid and current |
| Authorized Signatory ID | Passport, National ID Card | Must match the name on the business registration |
| Business Address Proof | Utility bill or bank statement (less than 3 months old) | Must match the registered business address |
Verification Process​
Step 1: Navigate to KYC Settings​
- Log in to my.exotel.com
- Go to Settings in the left sidebar
- Click on KYC / Company Details
Step 2: Fill in Business Information​
Enter your business details:
- Company name (as registered)
- Company registration number (CIN, LLPIN, or equivalent)
- GST number (for Indian businesses)
- Registered address
- Business category (select from the dropdown)
Step 3: Upload Documents​
- Upload each required document in PDF, JPG, or PNG format
- Maximum file size: 5 MB per document
- Ensure documents are clearly legible and not cropped
Poor quality uploads are the most common reason for KYC rejection. Use a scanner or a high-quality camera. Avoid blurry photos, cut-off edges, or documents with glare.
Step 4: Submit for Review​
- Review all entered information and uploaded documents
- Click Submit for Verification
- You will receive a confirmation email acknowledging the submission
Step 5: Wait for Approval​
| Timeline | Details |
|---|---|
| Standard review | 1-3 business days |
| Additional verification | Up to 5 business days if documents require manual review |
| Notification | Email notification upon approval or rejection |
Verification Statuses​
| Status | Meaning | Action Required |
|---|---|---|
| Pending | Documents submitted, awaiting review | No action needed; wait for the review |
| In Review | Documents are being verified | No action needed |
| Approved | KYC verification complete | Full account access is enabled |
| Rejected | One or more documents were not accepted | Re-upload corrected documents |
| Additional Info Required | Exotel needs more information | Check email for details and respond |
Common Rejection Reasons​
| Reason | How to Fix |
|---|---|
| Blurry or illegible documents | Re-scan at higher resolution (300 DPI minimum) |
| Document expired | Upload a valid, non-expired document |
| Name mismatch | Ensure the business name matches across all documents |
| Address mismatch | Business address must be consistent across all documents |
| Incomplete documents | Upload full documents; partial or cropped pages are rejected |
| Wrong document type | Verify you are uploading the correct document for each category |
| Personal PAN instead of business PAN | Upload the company PAN card, not the individual PAN |
| Missing authorization letter | Provide a signed letter on company letterhead if the signatory is not a director |
Re-submitting After Rejection​
- Log in to the dashboard and navigate to Settings > KYC / Company Details
- Review the rejection reason (displayed in the dashboard and sent via email)
- Upload corrected documents for the rejected items only
- Click Re-submit for Verification
- The review process restarts (1-3 business days)
If your KYC is rejected, reply to the rejection email with corrected documents attached. The support team can expedite the re-review process.
KYC for Different Entity Types​
| Entity Type | Key Documents |
|---|---|
| Private Limited Company | Certificate of Incorporation, PAN, GST, Director ID |
| LLP | LLP Agreement, PAN, GST, Partner ID |
| Partnership Firm | Partnership Deed, PAN, GST, Partner ID |
| Sole Proprietorship | GST Certificate or Shop License, PAN, Proprietor ID |
| Trust / Society | Registration Certificate, PAN, Trustee/Secretary ID |
Frequently Asked Questions​
Can I use Exotel without completing KYC? You can explore the dashboard and test with trial credits, but you cannot purchase ExoPhones or go live without KYC approval.
Does KYC need to be renewed? KYC is a one-time process. However, Exotel may request updated documents if your business registration details change.
Can I update my KYC details after approval? Yes. Contact support at hello@exotel.com to update business details after KYC approval. Some changes (like company name) may require re-verification.
Next Steps​
- Explore your trial account while KYC is being processed
- Set up your dashboard to prepare for production
- Upgrade your account once KYC is approved