Problem Statement:
During a Video KYC (VKYC) session, the Agent/VCO/Maker may encounter an error message as in the screenshot below stating: "Inactive Customer"
"The customer has minimized the app, you can wait for the customer or end the call"
Cause:
This message appears when the customer minimizes the VKYC app or moves it to the background due to a phone call or other reasons, causing the VKYC connection to drop.
Resolution:
To address this behavior, Agents can take the following steps:
Wait for the Customer: Click on the 'Hold On' button and wait for the customer to return.
End the Call if Necessary: If the customer remains unavailable, click on the 'End Call' button and select the appropriate reason for concluding the call.
If the issue persists or if you require additional support, please contact our support team at support@hyperverge.co with the following details:
1. HyperVerge Transaction ID
2. Agent email ID
3. Any relevant screenshots or error messages
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