Complete customer validation (KYC)

Customer validation is the last step of account setup. E2E checks the identity of the person who signed up, as CERT-In rules for cloud providers in India require. Once it is approved, your account has full access to E2E’s products and services, and you can create your first resource.

While it is open, you can look around MyAccount and fill in your profile. One validation covers the whole account: the people you invite with an activation link work under it.

Before you begin

Check that:

• You have signed up and filled in Billing Information. See Sign up as an Indian customer or Sign up as an international customer.
• You have answered the Compliance country question. If you answered Yes, see Answer the restricted-country question for what you can do while E2E reviews your letter.
• You are signed in as the person who will validate: the account owner, or, on an Indian account, someone the owner has nominated.
• You have the documents for your account type, in the next section.

What you need for your account type

Validation checks a person, so an organisation is validated by the person who signs up for it, or by someone the owner nominates. No address proof or organisation documents are asked for.

Account	How you validate	What to have ready
Indian individual	Aadhaar with an OTP, or an ID document and a selfie	Your Aadhaar number and the phone linked with it; or a Voter ID or a Driving Licence issued in 1990 or later, and a camera
Indian organisation with a GSTIN	Customer validation, as for an individual, or a payment of any amount	The documents of the person validating, or a way to pay
Indian organisation with a PAN	Aadhaar with an OTP, or an ID document and a selfie	The same as an Indian individual, for the person validating
International customer	A photo ID and a matching selfie through Stripe, or an Indian Aadhaar	A passport, driving licence, or national ID card, and a camera

Open the validation step

Click Complete Setup on your dashboard. Complete Your Account Setup opens on its Account Setup step, the step after Billing Information. The same window opens when you click a create button, such as Launch on a node, before validation is done.

Everything happens in this step: you photograph your ID document and take your selfie inside the check itself.

Then follow the section for your account:

• An Indian account: Validate with Aadhaar, or validate with an ID document and a selfie.
• An Indian organisation with a GSTIN can also load infra credits instead of validating.
• An international account: Validate with a photo ID through Stripe.

Validate with Aadhaar

The Aadhaar check needs only your Aadhaar number. The OTP goes to the mobile number linked with your Aadhaar, so keep that phone at hand.

1. On Account Setup, under ID Verification, find Aadhaar validation by OTP through DigiLocker.
2. Tick the Terms & Agreement box. Ticking it agrees to Aadhaar-based validation under E2E’s Terms of Service.
3. Click Initiate. It is available once the box is ticked. DigiLocker opens in a window over the page; allow it to fetch your documents, then enter your Aadhaar number, the code sent to the mobile number linked with it, and, if you already use DigiLocker, your security PIN. Do not refresh the page while the window is open.
4. When DigiLocker finishes, the window closes and MyAccount confirms that validation is complete, then Set Billing Address opens. Pick the address from your Aadhaar, or click Add new address to enter a different one, then click Proceed. MyAccount confirms that the address is saved.

An Indian organisation with a GSTIN skips the billing address step. Closing the DigiLocker window before the end leaves validation incomplete; open Complete Setup again to restart it.

E2E does not store your full 12-digit Aadhaar number.

A passed check shows Congratulations! and Now you have full access to E2E’s products and services., then returns to MyAccount by itself.

A failed check tells you to try again; click Initiate to retry. If the OTP never reaches you, for example because your Aadhaar is linked to a number you no longer have, validate with an ID document and a selfie instead.

Validate with an ID document and a selfie

For an Indian customer without Aadhaar at hand, Try other way checks an ID document and a selfie. You need one of these, and a camera:

• a Voter ID
• a Driving Licence issued in 1990 or later

The selfie must be a clear, current photo of you, so that it can be matched with the photo on the document. For a check that passes the first time:

• Use the original document, not a photocopy or a photo of a screen.
• Photograph the whole document, uncropped, in good light, so that every detail can be read.
• Take the selfie facing the camera in good light, without glasses or anything covering your face.

1. On Account Setup, click Try other way. Customer Validation opens, asking for a government ID such as a Voter ID or a Driving License issued in 1990 or later, with current details, and a clear current photo of you. Click Initiate.
2. Agree to document and selfie validation under E2E’s Terms of Service, and click Agree and Proceed.
3. On Start KYC Process, click Proceed, then upload the front and back of your document, and take a selfie.
4. On Add Billing Address, fill in your address, city, state or union territory, and six-digit postal code; the country is fixed to India. Click Proceed. MyAccount confirms that the address is added.

Once the document and selfie are sent, the check is under review, and E2E emails you when it is decided. A banner on the dashboard shows that the check is open.

A check that cannot be decided is refused, and an email asks you to validate again. Your account is validated when the Customer Validation page reads Thank you for completing your customer validation.

A refused document and selfie check asks you to try again, without the reason. Send it again with a clear photo of your original document. If it is refused a second time, write to customer-validation@e2enetworks.com with your CRN, and support can tell you why.

Load infra credits instead of validating

An Indian organisation that entered a GSTIN in Billing Information chooses between Customer Validation and Load Credits on Account Setup. Choose Load Credits if you are ready to pay for your first resources now. Choose Customer Validation to validate a person with Aadhaar or an ID document; see Validate with Aadhaar.

1. Click Load Credits, then Go to Pay Now. PayNow opens in a new window.
2. Pay any amount of infra credits. See Buy infra credits for the payment steps.
3. Back in the setup window, the step shows Credits Loaded Successfully, and setup is finished. If it shows Payment failed. Please try again., pay again.

Validate with a photo ID through Stripe

International customers validate in Stripe’s window. Stripe is the identity checking service E2E uses for international accounts. You need a passport, a driving licence, or a national ID card, and a camera. The same tips help this check pass the first time; see Validate with an ID document and a selfie.

1. On Account Setup, under Identity Verification, click Initiate. The identity check opens in a new tab; you can finish it on your phone or on this device.
2. Photograph your passport, driving licence, or national ID card, then take a selfie that matches its photo.
3. When you finish, you are sent back to MyAccount, which asks you to wait a few seconds without refreshing the page while it checks the result. On success, it counts down a few seconds and takes you on by itself, with the same confirmation as Validate with Aadhaar.

A refused check shows the reason. Fix what it names, and click Initiate to try again. A check you leave before it finishes stays incomplete; a link on the same step starts it again.

If you decline Stripe’s consent to check your document and your face, the check is canceled rather than refused. Click Initiate to start a fresh check.

If you have an Aadhaar, you can validate with it instead. A link on Account Setup opens the Indian identity check; follow Validate with Aadhaar.

Check your validation status

The Customer Validation page, at https://myaccount.e2enetworks.com/customer-validation, shows where your validation stands:

• Thank you for completing your customer validation: your account is validated.
• Sorry to inform you that your validation request failed: the check was refused. Start it again.

The Aadhaar and Stripe checks answer while you wait; the ID document and selfie check answers by email.

If validation is refused

You can validate again as often as you need. Each new attempt replaces the last one.

1. Read the reason, if the screen or the email gives one.
2. Open Complete Setup, or the Customer Validation page, and start again.
3. If the same method keeps failing, try the other one. An Indian customer can switch between Aadhaar and Try other way.

If you are stuck, write to customer-validation@e2enetworks.com or call +91-11-4117-1818. Give your CRN, which shows on the header button in MyAccount, and the message you see.

What changes when validation is approved

Once your validation is approved:

• You can create and change resources, on prepaid and postpaid accounts alike.
• You can add infra credits on PayNow and add a payment method. A prepaid account still needs enough infra credits for the first resource; see Buy infra credits.
• An eligible new account receives free infra credits at once, given once per mobile number. An account whose mobile number is on another account, or that has already redeemed a credit coupon, does not receive them.
• The welcome email arrives, with E2E’s Terms of Service and Privacy Policy attached.
• Two-factor authentication by text message is turned on, if it was not on already.

The billing country, and your answer to the country question, cannot change after approval. On an international account, you can still edit your billing address and VAT or tax ID on Billing Details; on an Indian account, the billing address cannot be edited there. See Update your billing details.

GPU nodes and larger plans can be limited on a new account, separately from validation. To use them, click Request on the node screen, or write to sales@e2enetworks.com.

What waits for validation

Creating and changing resources waits for validation. Until it is approved, create buttons such as Launch on a node, and Add User in IAM, open Complete Your Account Setup instead. Creating a project and raising a support ticket also wait for validation. For help with validation before then, write to customer-validation@e2enetworks.com. For any other support before then, write to cloud-platform@e2enetworks.com.

These work before validation:

• the setup steps and the country question
• your profile and billing address
• paying for infra credits and redeeming a coupon (PayNow asks for validation first, except for an Indian organisation with a GSTIN)
• ordering an SSL certificate

Invited users and validation

Users are invited from IAM, and they work under your account’s validation. Someone who already has their own MyAccount login completes their own validation before they can accept the invitation. See Why do I have to complete my own KYC to join my organisation’s account?.

Nominate someone else to validate

On an Indian account, the owner can ask another person in the account to validate for it.

1. Go to Billing > Manage Profile. Manage Customer Profile opens.
2. Open the Customer Validation tab. Nominations lists the account’s people with Email, Name, Nomination Status, and Validation Status.
3. Click Nominate beside the person. They receive an email, and they validate from their own sign-in, with the steps in Validate with Aadhaar.

Anyone who is not the owner asks the owner to nominate them.

An Aadhaar number on a validation is fixed. To replace it, nominate someone else, and once they have validated, revoke the earlier validation.

The account must keep at least one validated person. To remove a person’s validation, for example when they leave the organisation, nominate someone else first and let them validate, then click Revoke. Revoking the last validated person on the account is refused.

Validation History lists every validation on the account, with Email, IP Address, Status, Nomination Date, Validation Date, and Revoked On.

Once your account is validated, add infra credits and create your first resource; see Buy infra credits. If a document or selfie check keeps coming back undecided, see Customer validation request is under process.