NSDL CASA – FAQ’s

SNo.

Product Errors (Account opening errors)

Proposed Solutions

TAT

1

This service has been stopped for you this time. Please connect customer care for the support

SMA can use the registered SIM in any mobile device but he has to reinstall the Spice Money app and must allow the OTP to be auto-fetched in that device.
Do not input OTP manually let it auto read otherwise it wont work for that particular day and SMA has to retry next day

Realtime

2

Your Aadhar Seeding Status : Rejected/Failed

Either fresh seeding/ remaping option wrongly chosen or Existing Bank input is wrong

Realtime

3

Aadhaar Seeding Status : Mapped to Some Other Bank and OD already exists

Either not filling the required details or filling it wrong, so please input the correct details

Realtime

4

Aadhaar Seeding Status : Previous Bank INN is Mandatory in case of Re-seeding the aadhaar

Realtime

5

You have an application exist with debit card

Account opening journey started with Rs 449 Option with debit card. Either complete journey with debit card using 449 option or retry after 3 days

As per option

6

Technical Issue in HSM

Update the Biometric RD mantra app or change it

Realtime

7

invalid “dc” code under Meta tag(521)

update the RD Mantra app and re try

8

KIndly enter VPA of an account

Close the app and reopen the app it will wok

Realtime

9

Do not honour – PINCODE

Negative Pincode Issue, Account cannot be opened

Cannot Be Opened

10

Do not honour – Mobile

Mobile number is blocked, try with a different number

Realtime

11

Do not honour – CDD

Customer failed in Customer due diligence (CDD) by bank, Account cannot be opened

Cannot Be Opened

12

Error downloading MLKit module dependency

This is a device error please go to the phone setting under the application list search Google Play Store and Google Play Services clear their cache and then restart the phone and try

Realtime

13

Name in Aadhaar does not match with Name in Pan,Kindly Contact NSDL Payments Bank for more details

If this comes while opening Savings Account tell them to either open the account with the Form 60 or to change the names over the documets
 
If this occurs while opening Current Account they has to change the names over the documents

14

Agents who are facing amount mismatch while making payment(from 118 to 449)

Please ask them not to click on the tile multiple times while the service is loading. Once you click on the Open Account tile, wait for a while and select the correct option when the option opens.

Agents please follow the steps below:
1. Log out of the app
2. Clear Spice Money App Data
3. Login to Spice Money App
4. Click the “Open Account” tile only once
5. Wait for the Account option to pop up
6. Select the correct option to open an account

Realtime

15

16

SECURITY THREATS ALERT error over screen

Ask customer to disable Debugging Mode which would be under Developer Options in Settings

17

If an account does not opened and is in Pending status

Please retry after 3 days

3 days

18

esign has been completed for this account. Account will be created in 3 days

19

Dear user, your account creation is in process. It may take 3-7 days for account creation. Please try linking after that

20

Customer eKYC completed with Bank through other partner. We cannot process request for account opening. Please try again after 3 days

21

Dear Customer, Application for this mobile number exist with another agent

Retry try after 3 days or complete the journey with the same agent he started initially

3 days

22

Checksum is invalid

Becuase account either not opened or in pending status so retry after 3 days

23

Techincal Difficulty, Please Contact Support Team

Please retry after 72 hours

72 hours

24

Issues over insta kit linking pages

Email the issue with screenshots at ravi.bharti@spicemoney.com

SNo.

Product Errors (Account opening errors)

Proposed Solutions

TAT

25

Dear Agent, Please open NSDL Current Account using NSDL app to avail CASA services

SMA ko apne respective sales person/DL-BL/CH se latest error screenshot ke saath contact karna hoga.

Backed Process :- Respective Sales team usko NSDL group/Ravi Bhart ko share karega or  resoltuon karayega.

Realtime

26

PAN is already mapped to an existing customer

SNo.

Post Account opening errors

Proposed Solutions

TAT

1

IVR Issues

The customer can raise the NSDL issues by the following methods
– Customer care helpline number (Toll-free no. – +91 22-42022100, +91 22-69787301)
– Customers can raise the issue over the NSDL Jiffy app under “Service Request”
– Customers can also email the issue to spiceaccount@nsdlbank.co.in

As per NSDL CARE Timeline

2

PIN generation issues

3

Virtual Card Block

Customer has to email the issue from his registered email ID to block the virtual card at care@nsdlbank.co.in
It will be blocked in 1 day✅

Following are the use cases of the above solution
1. In the Rs449 account if a virtual card is applied block the virtual card first and then link the physical card
2. In the Rs100 account, if anyone wants a physical card, the  customer needs to block the virtual card first

Note🚨 – Virtual card is only available under the Rs 100 account. Go to the card section under the NSDL Jiffy app to activate it.
But in the case of the Rs 449 account, do not activate the virtual card, only activate the physical card through i-kits.

1 Day

4

Account Limit Issue (Monthly limit of Rs 2,25,000)

Check Account Status (Active/ Block) and transactional history over the NSDL Jiffy App

If status is Active and limit are crossed then try next month

As per the issue

5

Account Blocked/Freeze Issue

Check the Account Status over the NSDL Jiffy app whether it is Active or Block/ Freeze

NSDL ka account freeze/Block ho gya hai to customer ko apni registered email id se apne sabhi documents ke saath Email:- spiceaccount@nsdlbank.co.in par email karna hoga

NOTE – After email received SMA ko apne sales person se contact karna haoga

Link :- https://docs.google.com/forms/d/e/1FAIpQLSeSb_Ibdkxwc-g3A48omyZ05zJhXKZvUELTeeWZ0E7SMDRJNQ/viewform

As per NSDL Account Blocked Tracker Sheet Timeline