LPG e-KYC deadline extended to August 23: Customers upset due to server and app being down; Long lines at gas agencies

The last date for e-KYC of gas cylinder has been extended from 16th to 23rd August. Despite this, this process has come to a standstill due to the servers of the oil companies being down.

Due to mobile apps not working properly, people are still facing trouble to complete their verification.

Due to work stoppage at the counters, there are long queues at LPG agencies. Even after standing in the queue for hours, customers are not sure whether their e-KYC will be done or not.

What difference will changing the deadline of e-KYC make? Let us know in the questions and answers…

Question 1: What update has come regarding e-KYC?

answer: Oil marketing companies have extended the last date for Aadhaar verification (e-KYC). Now customers can complete their e-KYC process till 23 August 2026. Earlier its last date was fixed as August 16.

Question 2: Why are consumers getting worried despite the extension of deadline?

answer: The digital infrastructure of oil companies is not able to handle the heavy load. Due to servers being down for hours, official apps of companies crashing and slow processing, people are not able to do their verification.

Question 3: What is the impact on gas agencies and dealers?

answer: Dealers say that due to extension of deadline, only 7 days extra time has been given, but the technical shortcomings of the system remain the same. Once the server goes down, the entire day’s schedule gets disrupted. Due to this, there is huge crowd at the counters of gas agencies and the backlog is continuously increasing.

Question 4: What kind of problems are people facing?

answer: Consumers reaching gas agencies have to stand in long queues for hours. Even after waiting for hours, when people are reaching the counter, their biometric authentication is not being completed due to the server being down. Consumers are not getting any guarantee whether their work will be done today or not.

Question 5: What is the main technical reason for this whole problem?

answer: According to media reports, the main reason for this problem is completely structural. The entire process of e-KYC runs on the central digital infrastructure and servers of oil companies.

When the main server is down or the app’s response is slow, the entire process comes to a halt. In such a situation, there is no benefit in deploying additional staff at the gas agency or even having the correct documents.

Question 6: What will happen if e-KYC is not done by 23rd August?

answer: According to the rules, consumers who do not get the verification done within the stipulated time will temporarily lose the right to get cylinders at domestic or concessional rates.

Till the completion of e-KYC, they may have to buy gas cylinders at commercial rates, which are much more expensive than the domestic rates. However, the customers’ connection will not be cancelled.

Question 7: Can e-KYC be done through mobile?

answer: For e-KYC, download the official app of the company whose gas you are using. The app of Indane, HP or Bharat Gas will be available on Google Play Store. Complete the process by selecting the e-KYC option given in the app.

Don’t panic if face authentication fails

There is no need to panic if face authentication fails. Open the app again and do the face verification process again. Keep in mind that there is enough light on the face and keep the mobile steady. After face scan, check the status of ‘e-KYC Success’ in the app.

Do not assume that e-KYC is completed just because the face scan is done. If the status success is not visible, then get the gas agency to confirm the e-KYC status in your consumer records.

2 options to get offline e-KYC

If any customer is facing problem in completing the process through the mobile app, then they also have other options-

1. By visiting the gas agency: You can get biometric authentication done by visiting your nearest gas agency.

2. By Cylinder Delivery Man: When the delivery personnel come to deliver the cylinder at home, biometric authentication can also be done through the official device available with them.

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