KYC rejected WhatsApp template

A KYC rejected template tells a customer their verification didn’t go through, gives the reason in plain words and links to resubmit. Send it as a Utility template on the day of the rejection. A clear reason gets most customers through on the second try.

Category UtilitySend Same day as the rejectionVersions 2
Use this template See all 2 versions
Y
Your lenderBusiness account
Today
Hi Sanjay, we could not complete your KYC for your personal loan application because the photo of your PAN card was not clear. Please resubmit using the button below. It usually takes a few minutes.Reply HELP to talk to our team10:00Resubmit KYCI need help

Copy-ready templates

Two versions: a fixable reason, or a call needed

1

Reason the customer can fix

Sent when the rejection has a clear fix, such as a blurred photo or mismatched name.

Category
Utility
Language
English (en)
Header
None
Footer
Reply HELP to talk to our team
Buttons
Visit website: “Resubmit KYC”
Quick reply: “I need help”
Hi {{1}}, we could not complete your KYC for {{2}} because {{3}}. Please resubmit using the button below. It usually takes a few minutes.

Map each rejection code in your KYC system to one plain sentence for {{3}}.

Hi {{1}}, we could not complete your KYC for {{2}} because {{3}}. Please resubmit using the button below. It usually takes a few minutes.Reply HELP to talk to our team10:00Resubmit KYCI need help
2

Needs a conversation

Sent when the reason needs your team, for example a mismatch between records.

Category
Utility
Language
English (en)
Header
None
Footer
Reply HELP to talk to our team
Buttons
Visit website: “Book a call”
Quick reply: “Call me now”
Hi {{1}}, there is an issue with the KYC details for {{2}} that our team needs to check with you. Please choose a time for a short call using the button below.
Hi {{1}}, there is an issue with the KYC details for {{2}} that our team needs to check with you. Please choose a time for a short call using the button below.Reply HELP to talk to our team10:00Book a callCall me now

Variables

What each variable means

VariableWhat goes in itSample valueUsually comes from
{{1}}Customer’s first nameSanjayLOS
{{2}}What the KYC is foryour personal loan applicationLOS
{{3}}Rejection reason in plain wordsthe photo of your PAN card was not clearKYC vendor’s rejection code, mapped to a sentence
Don’t pass raw rejection codes like “ERR_FACE_MATCH_04”. Keep a table that turns each code into a sentence a customer understands.

Meta category

Why this is Utility, not Marketing

The customer started KYC with you and it didn’t complete. Telling them why and how to fix it is a direct update on their own request, which is Utility.

Keep the reason factual. Never suggest the customer did something wrong on purpose, even when a mismatch looks suspicious; route those to version 2 and a person.

What makes it MarketingSuggesting a different product “that doesn’t need full KYC”, or any offer. Keep it to the rejection and the fix.

Timing

When to send it

  1. 1
    Same day as the rejectionVersion 1 or 2.Business hours
  2. 2
    Day 2Version 1 again, if not resubmitted.
  3. 3
    After a second rejectionVersion 2: a person should take over.

Two automatic attempts are enough. After a second rejection, a call resolves it faster than more messages.

Approval

Why KYC rejected templates get rejected

Codes instead of reasons

Templates are approved with samples, but customers see the real value. Test what your rejection codes turn into before going live.

Variable at the start or end

Meta rejects a body that opens or closes with a variable. Every version above starts and ends with fixed words.

Accusing the customer

Words like “fraudulent” or “fake” in a template are a legal and reputational risk. Use version 2 and talk to them.

Shortened or third-party links

Use a link on your own domain. Link shorteners often get templates rejected, and borrowers read them as phishing.

Send it from SAMWAD

Three ways to put this template to work

No codeCampaign upload

Rarely needed. Rejections happen one at a time, so use a trigger rather than a batch upload.

No codeJourney or Zapier

If your KYC vendor posts rejections to a Google Sheet or CRM, Zapier can send version 1 with the mapped reason.

DevelopersAPI from your system

Your KYC webhook handler calls SAMWAD with the customer’s name and the mapped reason.

# From your KYC vendor’s rejection webhook
POST https://www.app.samwad.tech/api/wpbox/sendtemplatemessage
{
  "token": "YOUR_API_KEY",
  "phone": "919800000210",
  "template_name": "kyc_rejected_resubmit",
  "template_language": "en",
  "components": [{ "type": "body",
    "parameters": [
      { "type": "text", "text": "Sanjay" },
      { "type": "text", "text": "your personal loan application" },
      { "type": "text", "text": "the photo of your PAN card was not clear" }
    ] },
  { "type": "button", "sub_type": "url", "index": "0",
    "parameters": [{ "type": "text", "text": "PL-482190" }] }]
}

Full request format, button parameters and webhooks: developer documentation.

Customers who tap “I need help” go to your team inbox with the template they received, so the agent sees the reason straight away.

Compliance note for lenders

  • No identity numbers in chat. Never ask for Aadhaar, PAN or document photos on WhatsApp. Send a link to your own portal or app instead.
  • Facts only. State what happened, the amount or date, and the next step. No accusations or legal language unless your compliance team approved the exact words and they match the loan agreement.
  • Opt-in first. Send only to borrowers who agreed to WhatsApp updates, and record when and where they agreed (loan application, app or branch form).
The sample wording on this page is a starting point, not legal advice. Have your compliance team review it before you submit.Sources: Meta: template categorization

FAQ

KYC rejected template FAQs

Want help setting this up for your loans? We’ll walk through it with you on a call.

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Should we tell customers why KYC was rejected?

Yes, in plain words. A clear reason is the single biggest help in getting a correct resubmission.

Can we send the rejection reason code?

Map it to a sentence first. Raw vendor codes confuse customers and create support calls.

What if we suspect fraud?

Don’t say so in a template. Use version 2 to bring the customer to a call and follow your fraud process.

Is this a Utility template?

Yes. It’s an update about the customer’s own KYC request.

Use it with these templates

All financial services templates →
UtilityKYC pending reminder templateGet KYC finished through your own portal, never by collecting IDs in the chat.See the template →UtilityLoan document pending reminder templateName the exact document that’s missing and link to your upload page.See the template →UtilityBranch and video KYC appointment confirmation templateConfirm branch visits and video KYC calls, with what to bring.See the template →
WhatsApp for financial services →The WhatsApp guide for lenders and insurers (free PDF) →WhatsApp EMI reminders: a guide for lenders →WhatsApp for NBFCs: templates, consent and KYC →AI agents for customer queries →

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For larger teams

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