Quick Answers
| Problem | Common cause | Fix |
|---|---|---|
| KYC stuck on ‘under review’ | Document quality or backlogs | Re-submit with clear scans; wait up to 3 working days |
| Selfie verification mismatch | Photo vs document face difference | Retake selfie in good light, same day, no filters |
| Document rejected instantly | Blurry or expired documents | Scan properly, check document validity, re-upload |
Step 1: Check your KYC level needs
- Open the eSewa app and go to Profile > KYC.
- See which level you are on (Basic/Full) and what is required.
- Full KYC usually needs citizenship/passport plus a selfie.
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Step 2: Prepare documents correctly
- Use the original citizenship/passport — no copies of copies.
- Keep the document fully visible, all four corners, no reflection.
- File size and format: follow the app’s on-screen requirements.
Step 3: Take the selfie properly
- Good daylight, no glasses or cap.
- Face must match the ID document — same hair length/style helps.
- No filters, no editing, straight-facing camera.
Step 4: Resubmit without spamming
- If rejected, read the reason and fix that specific point.
- Resubmitting identical files will fail again — change the document quality.
- Repeated same-day attempts may trigger a cooldown; wait a day.
Step 5: What ‘under review’ means
- It usually clears within 1–3 working days.
- Review happens on business days only.
- If it stays longer than a week, contact eSewa support with your registered number.
Step 6: Escalate with the right channel
- eSewa help: 166-00-15000 or esewa.com.np/support.
- Share your eSewa ID and the exact rejection reason.
- For unresolved cases, file a complaint at the Nepal Rastra Bank (Nepal Rastra Bank helpline for digital wallet issues).
Troubleshooting
| Problem | Cause | Fix |
|---|---|---|
| Can’t find KYC section | Old app version | Update the eSewa app from the store |
| Name mismatch between NID and eSewa | Registered name differs from document | Update your name in the app first (requires support approval) |
| Mobile number changed | Number swap breaks verification | Contact support with the old number details to transfer the account |
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FAQ
Q: How long does eSewa KYC take?
A: Usually 1–3 working days if documents are clear.
Q: Can I use eSewa without full KYC?
A: Yes, with limited transaction limits; full KYC raises the limits.
Q: Is KYC mandatory for eSewa?
A: Yes, wallet rules from Nepal Rastra Bank require KYC for wallet services.