What is DSC?

• Digital Signature Certificates (DSC) are the digital equivalent (that is electronic format) of physical or paper certificates. Few Examples of physical certificates are drivers' licenses, passports or membership cards.
• A Digital Signature Certificate authenticates your identity electronically and it follows end to end encryption using Asymmetric keys (Public key for encryption and private key for decryption).
• Digital Signature Certificate (DSC) is the electronic format of a physical or paper certificate. DSC serves as proof of identity of an individual or Organization for a certain purpose online / on computer. DSC authenticates and electronic document like how a handwritten signature authenticates a printed / handwritten document. DSC can be used to E-Verify returns filed by a taxpayer and is also mandatory in some cases.
• A DSC contains information about the user’s name, pin code, country, email address, date of issuance of certificate and name of the certifying authority. The DSCs are usually valid for one, two, Three years. However, they can be renewed before the expiry period.

Who needs DSC?

DSC is mandatory for some services / user categories such as e-Verification of returns filed by companies and political parties as well as other persons whose accounts are required to be audited under Section 44AB of the Income Tax Act. (In other cases, it is optional)

Advantages of DSC?

• Authentication: Helpful in authenticating the personal information details of the individual holder when conducting business online.
• Reduced cost and time: Instead of signing the hard copy documents physically and scanning them to send them via e-mail, you can digitally sign the PDF files and send them much more quickly. A DSC holder does not have to be physically present to conduct or authorize a business.
• Data integrity: Documents that are signed digitally cannot be altered or edited after signing, which makes the data safe and secure. Government agencies often ask for these certificates to cross-check and verify the business transaction.
• Authenticity of Documents: Digital Signature documents give the confidence to the receiver to be assured of the signer’s authenticity. They Can Take Action on the basis of Such Documents Without getting Worried about the documents being forged.
• 

Types of DSC?

• Class 1 DSC: - Which is Valid for 1 Year, After That We need to Renew It.
• Class 2 DSC: - Here, the identity of a person is verified against a trusted, pre-verified database; Its valid for 2 Years.
• Class 3 DSC: - Here, the is the highest level where the person needs to present himself or herself in front of a Registration Authority (RA) and prove his/ her identity; Its valid for 3 years.

How many DSC can be stored in one token?

• Only one DSC can be stored in one token.
• We are giving DSC Token format Only.

What is a Token?
• A token in a digital Certificate is a small, password-protected hardware device/ is a pen drive shaped device that stores a user’s digital signature. The token is used to securely sign electronic documents, contracts, and online transactions.

Can We Put a new DSC on the same USB drive (Pen drive) After Existing DSC on that drive Has Expired?
• Yes, we can put a new DSC on the same USB drive (Pen Drive) after the existing DSC on that drive has Expired.

Note: - A single customer can make multiple DSC as per her requirement but mobile no and email id must be different.


The DSC enrolment link is: - https://ekycera.safescrypt.com/landingPage.html.

Adhar and pan based comes under individual DSC, Organization Person and Authorized signatory comes under organization DSC.

Types Of Approvals We are Doing?

• Adhar Based (Offline Adhar)
• Pan Based
• Organizational Based
• Authorization Based
• Phone Approval (Mobile Approval) - Only Foreign Customer

Note: - Foreign Customer is Nothing but Indian Customer Only, Who Is Staying Outside of India.


Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	22/06/2023	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.1	23/01/2025	12/12/2022

Below URL is used to access ERA Server for all approvals:

• https://dsc.safescrypt.com:9100/

Toll-Free numbers through which customers would contact us:

• Domestic Customers: 1800-419-2929
• International Customers: +91-44-66022400

Note : Please copy Nisha Bhatt in every email

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.1	29/11/2023	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	22/06/2023	12/12/2022

ERA Server URL:

• https://dsc.safescrypt.com:9100/
• Step 1: Click on the above link and select your respective certificate (pfx) and click OK
• 
• Step 2: After selecting the certificate the below home page will appear
• 
• 
• Step 3: After getting into queue, select eKYC Queue tab
• 
• Step 4: Select the option based on the level and eKYC type
• 

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	22/06/2023	12/12/2022

Orange portal URL:

• https://ekyccaconnect.safescrypt.com:9100/login.html
• Step 1: Whenever we Access Orange Portal through URL


• 
• Step 2: After that we need to provide our Username.


• 
• 
• Step 3: After that we need to select our Certificate. And Click in sign tab.


• 
• Step 4: Then the Orange portal interface will opened. And it looks like the below image.


• 
• Step 5: For Approval we need to go and click Approval tab. On the Left Upper First tab.


• 
• Step 6: After that we can get this kind of Approval pages where we approve records.

Note:-In the Reports Section we can see the Approved, Pending, Rejected, Count of Approval records.
It's a kind of Database of DSC, Everything we can be able to see in this section.

• 
Note: - We are doing approval 2 times, called as Level1 and Level 2, Now a days We are doing level 2 Approval but in Futures Maybe we are doing both levels.

Adhar Based: -
1. Verify the applicant's name. In special cases where the applicant is unable to speak (e.g., Dum), you may approve the record; however, there must be a video showing a medical certificate confirming that the individual is mute.
2. Verify Photo of the applicant.
3. Verify the Random code.
4. Applicant Must speak random code in video.

Important Note: -
1. If applicant does not speak their name in the video - Please approve.
2. Applicants should speak the correct Random Code in the video.
3. The speaker should be the onlyapplicant in the video.
4. Check the name of the applicant.
5. check the random code. If a customer said wrong random code, please reject.
6. If the language is not understandable, just leave that record.
7. The voice should match the applicant's lipsing.
8. If the audio or video is not visible, Kindly reject that record.
9. if applicant wearingHat or Cap, face covered with Scaff, kindly reject those records.
10. In Adhar Passport Size Photo didn’t attach by customer, it comes directly from Uidai Adhar portal. So, we need to Approve that record when childhood photo comes of the customer.
11. If in the photo an aged photo is attached and, in the video an adult customer is speaking in that case we need to reject that record.


• Step 1: Go to Orange portal and select Offline Aadhar in the ekyc type.


• 
• Step 2: Then to select that records just click the records.


• 
• Step 3: Step 3: Details will appear on the screen of the selected applicant. After verifying all the above details Click on Approve or Reject option based on the applicant details.


• 
Note: The above steps are applicable for both Level 1 and Level 2 approval

Reject Cases: -

Click on the --------> Reject Option.
If the details are not matching ------- click on reject option-----below page will appear on the screen.
• 
And the Reject Reason Choose the valid Reason if the valid reason is not there select Other And type the valid reason Manually.
• 
Note: - When We Reject a record the reject reason must be valid Reason.

Approve Cases: -
When We Approved The video in Level2 first it showing below pop up.
• 
For Approved We need to click Proceed to record Video.
• 
Then Click Record Option On the below. And record the video.

Note: - In the 5 sec Video we need to Say Our Name and the random Code, Random code we can see at the time of the checking the record. After that click on Submit option so our video Submitted Successfully.

• 
Note: - The Approved and Reject cases for all the Based are same.

Pan Based: -
1. Check both the ID's proof, it may be Aadhar, Pan, or any government proof.
2. verify the name, DOB, Pan number with Pan Card.
3. Applicants should show original proof in the video.
4. Verify the Random Code in the video.
5. The old pan card is acceptable.

Important Note: -
1. If applicant does not speak their name in the video - Please approve.
2. The photo should be attached in thepassport size photo.
3. Applicants should speak the correct Random Code in the video.
4. The speaker should be the only applicant in the video.
5. Check the name of the applicant.
6. check the random code.
7. If language is not understandable, just leave that record or inform the team lead.
8. The voice should match the applicant's lisping.
9. If the audio or video is not visible, Kindly reject that record.
10. Uploaded attachments xerox copy is also acceptable.
11. Both the Original proofs should be shown in video.
12. In the video applicants should show their complete face in the video.
13. If customer uploaded the only front side of the Adhar card reject the video.
14. if applicant wearing Hat or Cap, face covered with Scaff, kindly reject those records.

Acceptable Proof: - (Documents as proof of address (Anyone))
• Aadhaar (eKYC Service).
• Telephone Bill.
• Electricity Bill.
• Water Bill.
• Gas connection Documents or bill.
• Bank Statements signed by the bank (last 3 months only, older not acceptable).
• Service Tax/VAT Tax/Sales Tax registration certificate.
• Driving license / RC.
• Voter ID Card.
• Valid Passport.
• Property Tax/ Corporation/ Municipal corporation receipt.
• Any government issued photo ID having name and address.

Document as proof of identity (Anyone):
• PAN Card.
• Passport.
• Driving License.
• Post Office ID card.
• Bank Account Passbook/statement containing the photograph and signed by an individual with attestation by the concerned Bank official.
• Photo ID card issued by the Ministry of Home Affairs of Centre/State Governments.

With the above documents the following conditions will apply.

• Validity of the Address Proof: In case of any utility bills like electricity, water, gas, and telephone bill, in the name of the applicant, the recent proof, but not earlier than 3 months from the date of application shall be attached.
• Using single document copy to be used for both Identity & Address proof: This may be considered. However, if the address in the Photo-id is different from the address given in the application then a separate address proof may be insisted for.
• Digitally signed documents: For Digitally Signed photo id document by the issuer, it can be accepted in electronic format where CA can validate the Digital Signature. In such case, CA shall cross verify the photo with the video. The document shall be preserved along with its password (if any) for future references (Applicable for ePAN, Driving License etc. being issued by respective issuers in digitally signed form).

How to do it?
Step 1: Go to Orange portal and select Pan Based in the ekyc type.


• 
When clicking on any pan-based records below images showing into the screen.


• 

Organization Based: -

Check the details below to approve: -
• Verify Name, DOB, Pan Number, - Pan card.
• Employee ID card or authorization of the applicant by organization is acceptable.
• Verify in the video Name and Random Code.
• They have to show the uploaded documents in the video.
• Original documents are only acceptable in the video.

Important Note
• If applicant does not spoke their name in the video - Please approve
• The photo should be attached in the passport size photo.
• Applicants should speak the correct Random Code in the video.
• The speaker should be the only applicant in the video.
• Check the name of the applicant.
• check the random code.
• If language is not understandable, just leave that record or inform the team lead.
• The voice should match the applicant's lisping.
• If the audio or video is not visible, Kindly reject that record.
• Pan card is mandatory in organizational video.
• If they are not having pan and they are uploading instead of pan, driving license, then it is acceptable, but they should upload pan and driving license copy in the attachment.
• They should show original ID proof in the video.

For Foreign Applicant: -
If the pan number is visible - If foreign applicant has attached pan card in the attachment but not shown in the video – Approve
If the pan number is not visible - Pan card is not mandatory in this scenario, if they show any two government ids then – Approve

Domestic applicants - Should show pan card, if there is no pan card attached then just reject that record.


• 
(The Organization based Record Looks Like) Authorized Based: -

TYPES OF AUTHORIZED BASED:
1. PROPRIETORSHIP RELATED
2. PRIVATE RELATED
3. PARTNERSHIP RELATED
4. TRUST RELATED
5. GOVERNMENT RELATED

Government Based Related: • Verify Name, DOB, Pan Number, - Authorizer pan card.
• Verify name - authorizer letter, authorized person ID Proof, user ID Proof.
• passport size photo.
• Government department ID card.
• Verify Random Code.
• They have to show the uploaded documents in the video.
• Original documents any two proofs are only acceptable in the video.

Corporate Related:
• Authorized pan card.
• If authorized signatory is not a director, Board resolution/Authorizer Letter (Directory or Board member should sign the letter and giving authority or permission to authorizer)/Power of attorney, and have to his emp ID OR ID proof.
• GST Copy.
• director list has to verify from online MCA site.https://www.mca.gov.in/content/mca/global/en/h

PRIVATE RELATED
• The attached photo should be proper passport size.
• Verify name and random code from the video.
• If the authorized signatory is not a director, Board resolution or power of attorney shall be enclosed.
• Applicants must show either of the two documents in the video from the attached document.

PROPRIETORSHIP RELATED: -
• Verify Name, DOB, Pan Number and Authorized Pan Card.
• MMSME (Ministry of Micro, Small & Medium Enterprise or UDYAM Certificate Any one Proof Is mandatory.
• Verify Name and Random Code in Video.
• Attached Photo should be proper passport size Photo.
• Applicant Must show any two original documents in video from the attached documents.

PARTNERSHIP RELATED: -
• Attached Photo should be proper passport size Photo.
• Verify Name and Random Code in Video.
• Applicant Must show any two original documents in video from the attached documents.
• Verify GST or Partnership deed and Authority Letter if employee of the company is obtaining the DSC.

TRUST RELATED: -
• Attached Photo should be proper passport size Photo.
• Verify Name and Random Code in Video.
• Applicant Must show any two original documents in video from the attached documents.
• Verify the Pan Number and GST Number.

How to Check GST
• Go to https://services.gst.gov.in/services/searchtp Portal.
• Enter The GST Number in the below of the GSTIN/UIN of the Taxpayer.
• Click on Search Option.


• 
How to Check in IEC Portal:
• Go to https://www.dgft.gov.in/CP/?opt=view-any-ice Portal.
• Then Click on Explore under View Any IEC.
• Filled the Details of Ice and Three digit of firm Name and click View IEC option.
• If status is active means, it active nor it is inactive.


• 

How to check in MCA portal:
• Go to https://www.mca.gov.in/content/mca/global/en/mca/fo-llp-services/company-llp-name-search.html Portal.
• Then Enter Company or LLP Name.
• Then filled the captcha code Properly.
• Click Submit, After That it Able to see all details of the corporations.


• 


• 
(Authorized Based Records Look Like) LINKS OF PORTALS: -
• GST: - https://services.gst.gov.in/services/searchtp
• IEC: - https://www.dgft.gov.in/CP/?opt=view-any-ice
• MCA: - https://www.mca.gov.in/content/mca/global/en/mca/fo-llp-services/company-llp-name-search.html

Phone Verification: -
We must search with “Registered mobile number" or "Signer ID" or "Registered Email ID" or "PAN Number.”
1. Make sure You ask to customer your video and email status is pending for approval or approved if the video and email status is pending means we tell kindly wait some time when the status is approved then only, we are do the manual verification. If it is an approved means, follow the steps below.
2. Applicants should call from their registered Mobile number.
3. All details should be verified on call: Name, registered mobile number, DOB, Signer ID, Location, and Email ID.
4. After verifying the above details of the concerned applicant of DSC and if all details are matching as per Orange Portal, we must approve.

Note: For Phone approvals, the applicant only will call our DSC toll-free number for verification process. And until the video status is not Approved, we can’t do manual verification.

What if an applicant did not call from a registered mobile number?

Advise applicants that as per CCA guidelines, applicants should call only from their registered mobile number.

When applicant asks how much time will it take for phone approval to be completed?

Inform the applicant that phone approval will be completed within a few minutes and then they can download the token.

What if a customer asks if they will get any confirmation email or message in the mobile number?

Note: - they will not receive any confirmation mail or message on their mobile, inform customer that once the verification process that is; email, video and phone verification is completed then they can directly download the token.

DSC EMAIL ID: - dsc.helpdesk@sifycorp.com

Toll-free no – 18004192929

International Toll-free no - +91- 44-66022400

For DSC IVR Option no – 8

Call Scenarios: -

• For Video Approval: -
Kindly Contact Sify RA (Registration Authority), Where You taken the DSC.
If the customer does not have a Vendor Number or details in this scenario, we collect either the registered mobile number, PAN number, or signer ID, and then send the results to the Immediate Response Group.so that our internal team is doing Level 1 Approval, And we are doing Level 2 Approval.
Note: - We are Only Doing Level2 Approval Now.

• For Downloading Issue: -
Kindly Contact the respective Vendor (if customer have Vendor details).
Nor
Drop a mail to our Email id so that our internal team is revert and he will resolve the issue as soon as possible.

• For New DSC/ Vendor ship: -
Kindly drop the mail with the details like Name, Mobile no and Address. so that our sales Team will revert, and he will contact you as soon as possible. if customer is frusteting is not agree with the result give the Rima Ghosh Number: 9051750713

• For Renewal DSC: -
Kindly Contact to the respective Vendor where you take the DSC. (if customer have vendor details)
Nor
Drop the mail with vendor details or customer details like name, mobile no, Address. so that our internal team is revert and contact to the customer and help customer to renew it.

• Revocation DSC: -
For the revocation process, kindly provide a revocation letter that includes a valid reason, along with a copy of a valid ID proof (like pan card). Once you have these documents ready, please send them to our email address.
Customer: - Where i find the revocation letter?
Kindly contact your respective vendor and ask for revocation letter nor drop the mail for revocation so that we will share the revocation letter with you.

Note: - If a customer wishes to obtain a vendor ship directly from Sify, it is not possible due to our channel partner policy. In such cases, we assign a partner to the customer, allowing them to complete the DSC under that vendor. We already have dedicated vendors for every location. (for Understanding don’t tell customer those lines).

• Issue with DSC: -
Kindly drop the mail with the error screenshot and details so that our internal team is contact with you as soon as possible.

• If DSC Has block: -
If your dsc is blocked because of entering the wrong password multiple times, Sify doesn’t provide any support for that. So, you need to go for the new DSC Only not you can replace your certificate with new token.

• For duplicate key: -
Kindly drop the mail with the details and in that mentioned your issue i.e you want duplicate key so that our internal team is contacted with you, and he is resolved it as soon as possible.

• For Re-Setting Password: -
As per CCA (Controller of Certifying Authority) Guideline the resetting option is disabled.

Important: -
• If the customer needs the DSC Certificate in PFX file format - As per CCA Guidelines, we can’t provide DSC in PFX format, DSC can be downloaded in tokens only.
• If a customer sends an email that he has lost his token - Kindly inform applicant to request to vendor.
• Request for Email to change - Please note that the details of the applicant can be changed only upon the video approval. If any wrong values are entered during the enrolment we may not be able to edit the same. The entire registration needs to be rejected and apply for a fresh.
• If customer wants to change the organization name - no changes can be done, alternative solution Apply for new DSC.
• If customer wants to change the Address - Request them to contact their vendor.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	22/06/2023	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	23/01/2025	23/01/2025

ERA Server URL:

• Select the option "Phone Approval"
• 

How to fetch details of the applicant for phone approval?

We must search with “Registered mobile number" or "Signer ID" or "Registered Email ID" or "PAN Number.”

Important note before approving or rejecting the record for phone approval

• 1. Applicant should call from their registered Mobile number
• 2. All details should be verified on call: Name, Registered mobile number, DOB, Signer ID, Location, and Email ID
• 3. After verifying above details of the concerned applicant of DSC and if all details are matching as per ERA Server, we must approve.

Note: For Phone approvals, the applicant will call our DSC toll-free number for verification process


What if an applicant did not call from a registered mobile number?

Advise applicant that as per CCA guidelines, applicant should call only from their registered mobile number.

What if an applicant details does not match with ERA Server details?

If applicant details doesn’t match with era server details, kindly don’t approve that record.

Where will we find details of the applicant in ERA Server?

• 1. To fetch an applicant detail, we must search with “Registered Mobile Number" / "Signer ID" / "Registered Email ID" / "PAN Number”.
• 2. Select the check box next to the Registration number → Click on (Approve/Reject) from the right hand side click ------ you will find details of the applicant.
• 

When applicant asks how much time will it take for phone approval to be completed?

Inform the applicant that phone approval will be completed within few minutes and then they can download the token.

What if customer asks, that will they get any confirmation email or message in the mobile number ?

Note : They will not receive any confirmation mail or message in their mobile , inform customer that once the verification process that is ; email ,video and phone verification is completed then they can directly download the token

What if when you are not able to find an applicant details in ERA Server?

• Step 1: Check whether the applicant is calling from registered mobile number or not
• Step 2: Ask details such as Name, DOB, Email ID, Registered mobile number, and Location of the applicant
• step 3 :Inform the applicant that phone approval will be completed within few minutes and then they can download the token
• ( Backend work - kindly check in orange portal with agent who has access and then check and approve the same with complete details)

S.No	Sify RA	Location	Email ID
1	Hiral Pratik Bhatti	AHMEDABAD	hiral.bhatti@sifycorp.com
2	Aparna	South & Other regions escalation	aparna.gururaj@sifycorp.com
3	Karthick	South	karthick.kasin@sifycorp.com
4	Shubhanjali Dixit	North	shubhanjali.dixit@sifycorp.com
5	Gopal Singh Suner	INDORE	gopalsingh.suner@sifycorp.com
6	Rima Ghosh	East	rima.ghosh@sifycorp.com
7	Wilkinson Anand	Chennai	wilkinson.anand@sifycorp.com
8	Avinash Kumar Maurya	North	avinash.maurya@sifycorp.com
9	Viraj Vilaas Mhatre	West & All technical queries	mhatre.viraj@sifycorp.com

What is toll free number for foreign applicants?

International Customers: +91-44-66022400

What if another person speaks over the phone instead of the DSC applicant?

Advise the person to call with concern DSC applicant to speak over the phone.

What if a foreign applicant details are not found in ERA Server?

Collect all the details and check with orange portal who has the access of orange portal with all details and check and approve the same

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.1	19/02/2024	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	22/06/2023	12/12/2022

How to login for Aadhar based approvals?

There are two levels of Approvals:

• Level: 1
• Level: 2

• Step 1: Click on the ERA server URL → Queue → eKYC queue → Level 1 or Level 2 → Select date → Select eKYC type(Aadhar based) → View
• 
• Step 2: Select the record
• 
• Step 3: Click on Approve/Reject Selected
• 
• Step 4: Applicants details will appear on the screen
• 
• Step 5: Check the below details to approve:
• Verify the Name of the applicant - Special cases: sometimes applicant will not be able to speak,(dum) etc, in that scenario you can approve that record") but there should in video "medical certificate stating he or she is dum"
• Verify Photo of the Applicant
• Verify the random code
• Applicant must speak their name and random code in the video

Important Note

• If applicant does not speak their name in the video - Please approve
• Passport size photo must be attached
• Applicant must say correct Random Code in the video
• Only the applicant must be present/speak in the video
• Video will be recorded for 35 seconds with the applicant present in it
• Check name of the applicant
• Check the random code
• If you are unable to understand the language, ignore the record or get help from team lead
• Voice of the applicant must match the lip sync of the applicant
• If audio or video is not clear, please reject the record

Step 6: After verifying all details, click on Approve or Reject

Note: The above steps are applicable for both Level 1 and Level 2 Aadhaar based approval

How to approve or reject the record?

• Step 1: Click on the checkbox: "I hereby agree that I have validated the details shown above against the PAN Database"
• 
• Step 2: Click on Approve or Reject(based on the scenario)
• Step 3: If the details are matching, click on Approve option
• Step 4: If the details are not matching, click on reject option and the below screen will appear
• 
• Step 5: Select the reason for rejecting the record
• 
• Step 6: If the reason is not mentioned in the list, go to others option and mention the exact reason and reject the record


• Note : For Aadhaar, PAN, Organizational based, and Authorized based, if applicant wearing Hat or Cap, face covered with scaff, kindly reject those records
• 

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.1	29/11/2023	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	22/06/2023	12/12/2022

How to login for PAN based approvals?

There are two levels of Approvals:

• Level: 1
• Level: 2

• Step 1: Click on ERA server URL → Queue → eKYC queue → Level 1 or Level 2 → Select date → Select eKYC type(PAN based) → View
• 
• Step 2: Select the record
• 
• Step 3: Click on Approve/Reject Selected
• 
• Step 4: Details of the selected applicant will appear on the screen
• 
• Step 5: Check below details to approve:
  • Check ID proofs such as Aadhar, PAN or any government ID
  • Verify name, DOB, PAN number with PAN Card
  • Applicant should show both original proof in the video
  • Verify Random Code in the video
  • Old PAN card is acceptable

Important Note

• If applicant does not speak their name in the video - Please approve
• Passport size photo must be attached
• Applicant must say correct Random Code in the video
• Only the applicant must be present/speak in the video
• Video will be recorded for 35 seconds with the applicant present in it
• Check name of the applicant
• Check the random code
• If you are unable to understand the language, ignore the record or get help from team lead
• Voice of the applicant must match the lip sync of the applicant
• If audio or video is not clear, please reject the record
• Photocopy(Xerox) of the uploaded attachments is also acceptable
• Both original proofs should be shown in video
• Applicant must show their complete face in the video
• If customer uploaded the only front side of the adharcard reject the video.
• If applicant wearing Hat or Cap, face covered with scaff, reject those records
• 
• If the customer is showing the documents in the digilocker app reject the video in the both PAN level and organazational person.
• 

Acceptable Proofs

Documents as proof of address(Any one)

• Aadhaar (eKYC Service)
• Telephone bill
• Electricity bill
• Water bill
• Gas connection
• Bank statements signed by the bank
• Service Tax/VAT/Sales tax registration certificate
• Driving licence/Registration Certificate
• Voter ID
• Passport
• Property Tax/Coroporation/Municipal corporation receipt
• Any government issued ID with photo, name, and address

Documents as proof of identity(Any one)

• Aadhaar (eKYC Service)
• Passport
• Driving licence
• PAN card
• Post Office ID
• Bank Account Passbook/Statement containing photo and signed by the individual with attestation by the concerned Bank official.
• Photo ID card issued by the Ministry of Home Affairs of Centre/State Government
• Any government issued ID with photo, name, and address

With above documents the following conditions will apply:

• 1. Validity of the Address Proof: In case of any utility bills like electricity, water, gas, and telephone bill in the name of the applicant. Recent proof, but not earlier than 3 months from the date of application shall be attached.
• 2. Using single document copy to be used for both Identity & Address proof: This may be considered. However, if the address in the Photo-id is different from the address given in the application then a separate address proof may be insisted for.
• 3. Digitally signed documents: Digitally signed photo ID document by the issuer can be accepted in electronic format where CA can validate the Digital Signature. In such case, CA shall double check the photo with the video. The document shall be preserved along with its password(if any) for future references(applicable for ePAN , Driving License, etc being issued by respective issuers in digitally signed form)

How to approve or reject the record?

• Step 1: Click on the checkbox: "I hereby agree that I have validated the details shown above against the PAN Database"
• 
• Step 2: Click on Approve or Reject(based on the scenario)
• Step 3: If the details are matching, click on Approve option
• Step 4: If the details are not matching, click on reject option and the below screen will appear
• 
• Step 5: Select the reason for rejecting the record
• 
• Step 6: If the reason is not mentioned in the list, go to others option and mention the exact reason and reject the record

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.2	19/02/2024	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.1	29/11/2023	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	22/06/2023	12/12/2022

How to login for PAN based approvals?

There are two levels of Approvals:

• Level: 1
• Level: 2

• Step 1: Click on ERA server URL → Queue → eKYC queue → Level 1 or Level 2 → Select date → Select eKYC type(Organizational based) → View
• 
• Step 2: Select the record
• 
• Step 3: Click on Approve/Reject Selected
• 
• Step 4: Details of the selected applicant will appear on the screen
• 
• Step 5: Check below details to approve:
  • Verify Name, DOB, PAN number, and PAN card
  • Employee ID or authorization of the applicant by organization is acceptable
  • Verify name of the applicant and Random Code
  • Applicant must show uploaded documents in the video
  • Original documents are only acceptable in the video

Important Note

• If applicant does not speak their name in the video - Please approve
• Passport size photo must be attached
• Applicant must say correct Random Code in the video
• Only the applicant must be present/speak in the video
• Video will be recorded for 35 seconds with the applicant present in it
• Check name of the applicant
• Check the random code
• If you are unable to understand the language, ignore the record or get help from team lead
• Voice of the applicant must match the lip sync of the applicant
• If audio or video is not clear, please reject the record
• PAN card is mandatory in organizational video
• If customer do not have original PAN card, they can upload original driving licence which is acceptable; but they should attach the copy of PAN and driving license
• Customer must show original ID proof in the video

Note : Applicable these only for foreign applicants in organizational based
• If the pan number is visible - If foreign applicant have attached pan card in the attachment but not shown in the video - Approve
• If the pan number is not visible - Pan card is not mandatory in this scenario, if they show any two government ids then - Approve
• Note : Domestic applicants - Should show pan card, if there is no pan card is attached then just reject that record

Below is the screenshot of authorization of application by the organization:


How to approve or reject the record?

• Step 1: Click on the checkbox: "I hereby agree that I have validated the details shown above against the PAN Database"
• 
• Step 2: Click on Approve or Reject(based on the scenario)
• Step 3: If the details are matching, click on Approve option
• Step 4: If the details are not matching, click on reject option and the below screen will appear
• 
• Step 5: Select the reason for rejecting the record
• 
• Step 6: If the reason is not mentioned in the list, go to others option and mention the exact reason and reject the record

Note : Applicable these only for foreign applicants in organizational approval
1. If PAN number is visible - If foreign applicant has attached PAN card but did not show in the video - Approve
2. If PAN number is not visible - Pan card is not mandatory in this scenario, if they show any two government IDs, then - Approve

Note : Domestic applicants - Should show pan card, if there is no pan card is attached then just reject that record

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.2	19/02/2024	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.1	29/11/2023	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	22/06/2023	12/12/2022

How to login for authorized signatory based approvals?

There are two levels of Approvals:

• Level: 1
• Level: 2

• Step 1: Click on ERA server URL → Queue → eKYC queue → Level 1 or Level 2 → Select date → Select eKYC type(Authorized Signatory) → View
• 
• Step 2: Select the record
• 
• Step 3: Click on Approve/Reject Selected
• 
• Step 4: Details of the selected applicant will appear on the screen
• 
• Step 5: Check below details to approve: (Government related)
  • Verify Name, DOB, PAN number, and Authorizer PAN card
  • Verify name - authorizer letter / power of attorney
  • Passport size photo
  • Government department ID card
  • Verify Random Code
  • Applicant must show uploaded documents in the video
  • Any two original documents shown in the video are accepted
• 
• Step 6: Check the below details to approve (Corporate Entity)
  • Authorized PAN card
  • If authorized signatory is not a director, Board resolution/Authorizer Letter(Directory or Board member should sign the letter and giving authority or premission to authorizer)/Power of attorney, And have to his emp ID OR ID proof
  • GST copy
  • Passport size photo
  • Original ID card
  • Director list has to verify from online MCA site
• 
• Step 7: Check the below details to approve (Bank Related)
  • Authorized PAN card
  • Board Resolution/Authorizer Letter(Diretory OR Board member should sign the Letter and giving authority OR premission to Authorizer)/Power of attorney
  • Passport size photo
  • Organization ID card
  • Verify name - Authorizer letter, Authorized person ID Proof, User ID Proof


• Step 8: Check the below details to approve (Proprietorship)
  • Verify Name, DOB, PAN number, and Authorizer PAN card
  • Passport size photo
  • One Proof is Pan Card mandatory
  • Other Proof is GST or MSME (Ministry of Micro, Small & Medium Enterprises) or UDYAM Certificate any one proof is mandatory
  • Verify name and random code from the video
  • Applicant must show uploaded documents in the video


• 
• Step 9: Check the below details to approve (Partnership Firm)
• Verify Name, DOB, PAN number, and Authorizer PAN card
• Passport size photo
• One Proof is Pan Card mandatory
• Other Proof is GST or Partnership deed and Authority letter if employee of the company is obtaining the DSC any one proof is mandatory
• Verify name and random code from the video
• Applicant must show uploaded documents in the video


• 
• Step 10: Check the below details to approve (Limited Ability Partnership)
• Authorizer PAN card
• If authorized signatory is not a directory or Board Member should sign the letter and giving authority or premission to authrizer)/ power of attorney
• GST copy
• Passport size photo
• Organization ID proof
• Director List has to verify from online MCA site
• 


• Step 11: Check the below details to approve (Association of person [Body of individuals])
• Authorizer PAN card
• Copy of resolution from Assoction /society Authorizing the signatory
• GST copy
• Passport size photo


• 


How to approve or reject the record?


• Step 1: Click on the checkbox left of "I hereby agree that I have validated the details shown above against the PAN Database



• Step 2: Click on Reject or Approve (based on the scenario)
• Step 3: If the details are matching then click on Approve option
• Step 4: If the details are not matching, then click on reject option and the below page will appear on the screen



• Step 5: Select Reason for rejecting the record



• Step 6: If the reason is not mentioned in the list, go to others option and mention the exact reason and reject the record

NOTE:

• 1. Prop -- GST and PAN card
• 2. Partnership -- GST and Partnership deed or auth letter (Partner sign and org seal applicant sign not accepted)
• 3. Pvt ltd -- Director -- GST and Pan
• 4. Pvt Ltd -- Not Director means GST Auth Letter or Resolved
• 5. Govt -- Org id and pan and Auth Letter

Private

• Check below details to approve:
• Verify Name, DOB, PAN number, and Authorizer PAN card
• Passport size photo
• One Proof is Pan Card mandatory
• Other Proof is GST or Authority Letter of the employee or If Authorized Signatory is not a director, Board Resolution or Power of Attorney any one proof is mandatory
• Verify name and random code from the video
• Applicant must show uploaded documents in the video

Trust

• Check below details to approve:
• Verify Name, DOB, PAN number, and Authorizer PAN card
• Passport size photo
• One Proof is Pan Card mandatory
• Other Proof is GST Certificate or Trust Certificate any one proof is mandatory
• Verify name and random code from the video
• Applicant must show uploaded documents in the video

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.3	13/05/2024	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.2	19/02/2024	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.1	29/11/2023	12/12/2022
Lankalapalli Revanth Kumar	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	22/06/2023	12/12/2022

Kindly contact Viraj Vila Mhatre || Email ID: mhatre.viraj@sifycorp.com for all the Technical issues and Karthick

For the below scenarios, request customer to write an email to dsc.helpdesk@sifycorp.com with screenshots

• If customer forgot his password and unable to download certificate
• If customer is unable to use DSC on ice gate website online services
• If customer encounters any error in DSC
• NON RECEIPT OF OTP FOR MOBILE VERIFICATION
• Unable to download certificate in new device
• Requested to issue duplicate DSC Key
• If customer reports DSC is locked, ask them to contact their vendor. If the support is denied, request customer to drop an email to dsc.helpdesk@sifycorp.com
• If DSC does not work
• All CRL errors
• For other queries such as the applicant wants to use one DSC which has several PDF; request customer to write an email to dsc.helpdesk@sifycorp.com with name of the applicant, contact details, location, signer ID, email id

When a DSC customer calls helpdesk requesting DSC technical support for his/her:

• Digital signature
• Encounters CRL error/failure, etc.,

Make a note of the below information:

• 1. Customer Name
• 2. Company Name
• 3. Mobile Number
• 4. Email ID
• 5. Signer ID
• 6. Location along with the state

Above captured information needs to be sent in an email to respective Technical Point of Contact.

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.3	13/05/2024	12/12/2022
Lankalapalli Revanth Kumar	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	22/06/2023	12/12/2022

How to take New Digital Signature Certificate through Sify SafeScript?

Permanent Solution: Need to contact sales team

Work around Solution: Collect the below details from the applicant and forward those details to our sales team based on their region

• Customer name
• Mobile number
• Email ID
• Location

• If customer is unable to get OTP in his mobile number, get all the details from the applicant and send an email to Aparna(aparna.gururaj@sifycorp.com)
• If customer is unaware of downloading DSC, request them to check with their respective vendor. Also, through the link customer can download DSC
• If customer is unaware of editing their profile details, go to eKYC account and ask them to update all the details
• If applicant says that his/her DSC PINs is locked , request them to contact their vendor from where they got DSC

Customer video verification is completed but not received DSC key:

• Check with the customer whether mobile number verification in our portal is completed or not.
  If details are reflecting, inform customer that the verification is yet to be completed. Check that details and approve the video.
• If the details are not reflecting, ask customer to check his/her account is in active state or pending state.
• If the account is in active state, check whether customer received a confirmation message from Sify or not
• If YES: inform customer to contact DSC enrolment link provider
• If NO: request customer to contact the agent/CA who applied for his/her certificate
• If the account is in pending state, request customer to contact the agent/CA who applied for your certificate

If customer wants DSC certificate in PFX file format, advise customer that as per CCA Guidelines we cannot provide DSC in PFX format, DSC can only be downloaded in token.
If applicant want to change from old user ID to new user ID → Delete the OLD User ID → Create the new Signer ID from Vendor
You can also fetch the details by Using asterisk(*) before or after entering the Common Name, Signer ID, Mobile Number or Email ID) as mentioned example in the below attachment

• 1.If customer wants to change the Address
• Request them to contact their vendor.
• If no vendor → request them to share details of the vendor → if vendor doesn't know → forward that mail to region wise(as per their location).


• 2.If in video Approval → status -male,and pic and in video-women.
• Please reject → reason: Gender wrongly selected.


• 3.Help regarding to download of encription certificate in our DSC.
• Request them to contact their vendor.
• If no vendor → request them to share details of the vendor → if vendor doesn't know → forward that mail to region wise (as per their location).


• 4.Renew the DSC
• Request them to contact their vendor.
• If no vendor → request them to share details of the vendor. → if vendor doesn't know → forward that mail to region wise (as per their location).


• 5.If they need to resetting the password.
• Resetting pin option has been disabled as per the new CCA Guidelines.


• 6.If any issues while serving "safesciprt certificates" in MAC OS
• we don't have support on MAC OS,please tell custmer to speak with token vendors, it token is supporting, it will walk on MAC.


• 7.If customer mails as about the stock in which applicant's application in the stock used?
• verifying stock report → request them to contact vendor.


• 8.If customer wants to change the organisation name.
• no changes can be done → alternative solution0 → Apply for new DSC.


• 9. If customer says that my DSC token got blocked due to entering wrong pin and i forgot the pin. So help me to unblock the DSC.
• Contact Vendor → If vendor is not helping → Ask vendor details


• 10. Request for Email to change
• Please note that the details of the applicant can be changed only upon the video approval. If any wrong values are entered during the enrolment we may not be able to edit the same. The entire registration needs to be rejected and apply a fresh


• 11. If customer sends an email that he has lost his token, inform applicant to request to vendor

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.3	13/05/2024	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.2	19/02/2024	12/12/2022
V Nisha	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.1	29/11/2023	12/12/2022
Lankalapalli Revanth Kumar	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.1	22/06/2023	12/12/2022

Kindly Find Escalation Matrix below for your reference: -