Customer verification at Zerodha

February 21, 2022
Why Zerodha?

With the rise of online platforms giving instant loans completely digitally, online identity fraud has skyrocketed. Several have been in the news recently for lax checks and improper KYC (Know Your Customer) practices that allowed fraudsters to use manipulated images of PAN cards and other documents belonging to the victims of identity theft to avail loans with great ease. In the very competitive landscape of digital lending, the quest to show fast user growth has meant that some companies have compromised KYC checks prescribed by regulations.

Loans taken by fraudsters with the intent to default not only put the financial liability on the person whose identity is stolen but also hurts their credit score. Thankfully, in the stockbroking world, identity theft isn’t as big a problem because no money is lent to a customer and any fund transfer only happens to verified bank accounts. We have heard of cases in the industry where fraudsters created false identities using the PAN of another person to avoid paying income taxes on capital market gains.

The uproar on social media on this matter has resulted in a number of our concerned customers writing to us asking whether something like that could happen to them at Zerodha. This post explains in detail the checks and processes that we employ when onboarding a new customer, even beyond the ones prescribed by regulations. In addition, our processes and systems are regularly audited by multiple regulatory bodies and internal and external auditors.

When a new customer signs up online with us, the three most important checks are:

  • Verifying the authenticity of their identity and address proofs.
  • Verifying that the bank account really belongs to the customer.
  • Verifying that the person opening the account online is the one in the proofs.

Validating documents 

When a user starts the onboarding process, first, their mobile number and e-mail address are verified by sending OTPs.

1. Obtaining PAN 

The customer enters their date of birth and PAN (number), and we fetch the details of the PAN, including their legal name, from the Income Tax Department’s systems in real-time. We do not ascertain the validity of a PAN-based on an uploaded photocopy.

2. Obtaining Proof of Identity (POI) & Proof of Address (POA)

We obtain a digitally signed copy (in machine-readable form) of the customer’s Aadhaar directly from UIDAI via the portal (Govt. portal for storing and sharing authenticated, digitally signed documents) once the customer logs in and consents to share. DigiLocker logins are based on Aadhaar verification and SMS  OTPs via the mobile linked to Aadhaar. We do not obtain the actual Aadhaar number as prescribed by the law.

3. Verifying PAN against Aadhaar.

At this point, the customer has not uploaded any documents. They have been obtained directly from govt. systems, establishing the authenticity of the documents. Letting customers upload photos of PAN, Aadhaar, or other identity proofs and using them for verification is a flawed process as those can be easily manipulated.

The next step is to verify the name and date of birth on the PAN obtained from the IT Department against the name and date of birth on the Aadhaar obtained from DigiLocker. This check is done both by an automated system and human verifiers. This one critical step significantly reduces the probability of easy identity theft as seen in lending platforms.

4. Verifying the bank account.

A customer has to explicitly link one or more bank accounts they own to their trading account. SEBI regulations mandate that fund transfers (paying in to fund the trading account or withdrawing the trading balance) are only to be allowed to be linked, verified bank accounts. This, again, significantly reduces the probability of fraudulent fund withdrawals.

We collect the customer’s bank account number and IFSC code and do a “penny drop” (sending a few paise) to their bank account to ensure that it is a valid account. The bank systems return the name of the account holder, which is then verified against the name on the PAN (obtained earlier from the IT Department’s systems) using both automated and human checks. If the customer opts for a UPI-based verification, the banking systems are again used to verify that the UPI ID is linked to the original PAN.

This establishes that the bank account really belongs to the person whose name PAN and Aadhaar are in. 

5. Supporting documents.

We obtain copies of supporting documents depending on the kind of accounts they open, for example, bank statements, canceled cheques, etc., whose details are verified against the validated bank account by automated systems and human verifiers.

The customer is now asked to upload a copy of their ePAN (generated from the Income Tax Department’s portal) or a copy of their physical PAN. This merely acts as an additional check for a better audit trail to the PAN data that has already been obtained and verified from the Income Tax Department’s systems.

6. In-person verification (IPV – Video KYC).

At this point, the authenticity of the documents and the bank accounts are verified as they have been obtained directly from their issuers various govt. departments and banks. Since DigiLocker involves mobile (OTPs) that are linked to Aadhaar, it is also established that whoever is opening the account has access to the mobile device linked to the original documents.

IPV helps establish that the person who is going through the account opening flow is really the person who the original proofs and the linked mobile number belong to. To do this, we generate a short-lived numeric OTP and send it to the customer’s mobile. They write the OTP down on a piece of paper and appear in front of their webcam to do a video KYC.


We record a short video clip of the customer while they are doing the IPV. Three important things happen here:

  • The short-lived, handwritten OTP ensures that it is not a pre-recorded clip. If someone goes to extreme lengths to manipulate a pre-recorded video clip and insert a handwritten OTP using video manipulation within the brief period of time when the OTP is valid, it establishes a clear audit trail of the intent to defraud.
  • Our systems do an automated face match between the IPV video clip, the Aadhaar photo obtained from DigiLocker, and the secondary copy of the PAN or ePAN the customer uploaded.
  • All these are verified by systems and again by human verifiers.

Although regulations do not mandate IPV for KRA verified customers (already KYC verified at another broker) or customers opening accounts via Aadhaar/UIDAI authentication, we do this for all customers regardless as it is a critical step in verifying identity and liveness during online onboarding.

7. eSign (digital signature).

The final step in the account opening process is the act of the customer digitally signing (IT Act, 2000) the account opening PDF document, which collates all the information, proof, and documents they have submitted, legally ratifying the submission and various declarations and terms as prescribed by regulations. The customer digitally signs the PDF via Digio, a frontend to the Aadhaar/UIDAI based digital signature confirmed via an SMS OTP to the mobile linked to the customer’s Aadhaar. Once the customer digitally signs the document, the name on the cryptographic digital signature is verified against the name on the ID proof that was originally obtained from DigiLocker, ensuring that the owner of the digital signature is the same person as the one verified in the previous steps. Again, this is a critical step. This also leaves a strong audit trail for the customer, Zerodha, and the regulator to verify the provenance of the account opening agreement and the documents involved in it.

8. Standard measures.

All the checks described above are done at multiple levels, using automated systems as the first line of check, and verification by multiple human checkers (a maker-checker system). There are also periodic quality checks and regular internal audits of random samples to ensure that these checks and processes continue to run as designed.

In addition, standard measures such as recording audit trails of the account opening processes, including IP addresses, are employed. If a mismatch is found, like the geographic IP location not matching a customer’s country of residence in the proof of address, a flag is raised.

Moreover, once an account is opened and customers start trading and investing, the trading activity passes through multiple comprehensive checks that raise flags for trades of fraudulent nature, money laundering checks (PMLA), etc., as prescribed by regulations. For instance, a common check is comparing the volume of trading activity against the annual income range declared by the customer during the onboarding.

For customers, we offer strong 2FA (TOTP) on their accounts and instantly notify them of logins to their accounts from unusual geographic locations. The Nudge system blocks dubious-looking trades from being executed, which significantly reduces the incentive for scammers to commit fraud in trading accounts via common means such as trading using highly illiquid derivative instruments.

In addition, the SEBI regulation that instituted a mandatory SMS OTP verification on selling shares (debiting stocks from a demat accounts) at the depository level has almost entirely eliminated the possibility of a customer’s securities being moved from their demat account without their knowledge at the hands of not just third parties, but brokers themselves.

The effectiveness of these checks.

Each of these checks and security measures reduce the probability of fraud by a significant degree. While none of them individually are foolproof, combining all of them together is a highly effective way of reducing the ease of doing fraud. No anti-fraud system can guarantee 100% efficacy, but a cautious and holistic approach can reduce the probability of fraud to a small fraction. Over the years, we have instituted measures over and above what regulations prescribe to reduce the vector for many kinds of frauds. It is unfortunate that companies forgo caution and checks and balance in the name of rapid growth, not only increasing the probability of damage to themselves and their customers but whole industries.

How to protect oneself from identity theft.

  • Check your credit ratings regularly. If any loans have been taken in your name, they will show up in the credit report. You can access this for free on CIBIL or Experian
  • Register for CDSL and NSDL Consolidated Account Statements (CAS). Any equity or mutual fund transactions done using your PAN will appear in this statement.
  • Create a login on the income tax website and track the Annual Information Statement (AIS) for your PAN. The AIS provides complete information about a taxpayer for a particular financial year. Taxpayer’s income, financial transactions, tax details, bank accounts and large purchases (> Rs 2 lakhs), etc. The drawback with AIS is that it updates all the details only at the end of the financial year. Here is an FAQ on how to set up and use AIS. 
  • Keep a close track of all your banking and credit card transactions. Identities are stolen not just to create new accounts and loans that you are not aware of, but it is also used for conducting fraud using existing bank, mobile, credit cards, and loans as well.
  • Do not reveal sensitive information on public channels and social media (accurate geographic location, mobile numbers, etc.).
  • Finally, NEVER share account logins or SMS OTPs with anyone. No bank or the financial institution (or any legitimate institution for that matter) will ever call you and ask you to share OTPs or any sensitive details like card or bank account numbers.

Hopefully, you find this useful, 

Team Zerodha

India's largest retail brokerage


  1. Saleem Hyderabad says:

    Achha hai. Safety first.

  2. KC REDDY BUSA says:


  3. umamahesh says:

    i am unable to by option trading plz rectify it

  4. Visrut Gadhiya says:

    I am
    Not opening phone aplication able

    • Shubham says:

      Hey Visrut, we’ve been working fine. Please create a ticket at with more details so that our team can check and assist.

  5. Toor singh says:


  6. Dr Aditi says:

    You are bestest. !!!

  7. Rajib says:

    Thanks for being vigilant

  8. Arunabha Bhattacharyya says:


  9. Mandeep Singh arora says:

    Best service

  10. Gaurav Kumar says:

    Thanks for reassuring my belief that Zerodha is customer centric.



  12. Rajkumar Shivcharan malokar says:


  13. Pankaj Kumar says:


  14. Ambrish says:

    Very much required

  15. Uday Sankar says:


  16. Seema saini says:

    Good very very good and happy till date

  17. Nirmal mainwal says:


  18. Lalit Singh says:


  19. Tara chand says:

    I am very happy

  20. Toor singh says:


  21. Trushar Gandhi says:


  22. Mohammad Tahir says:


  23. Kishor says:

    Problem solved

  24. Sharad kawade says:

    I am happy with Zerodha services and i gained lots of knowledge of things what can work in the share market.

  25. Surjit singh says:


  26. Akash pyne says:

    Please give excess usa treading.

  27. Rushikesh Ghate says:


  28. Anil says:

    I am happy open to account thanks e support. Mi

  29. Satheesh says:

    I want to check my PAN NUMBER linked with LIC policy

  30. Moovendan says:

    Good important information, I am safety.

  31. Jitender singh says:


  32. Abhiseka Pradhan says:

    Stock market=Zerodha

  33. Aniket zinge says:

    Must required

  34. Ankush Kumar sharma says:


  35. Makichu says:

    When are far options going to start on zerodha?

  36. Dhaval says:

    Best aap

  37. Jetty Anilkumar says:


  38. Mohammad Tahir says:

    Your luck in Your hand

  39. Harsha Rathi says:


  40. Vedprakash bind says:

    I am very happy

  41. Shivananda Sahu says:

    What to do if my mobile is stolen where my dmat account is installed

  42. Dinesh ladhaniya says:


  43. Ajay J Tagad says:

    Great very simple to use

  44. CH SUBBA RAO says:


  45. Subrata Dutta says:


  46. Alamin shah says:


  47. Mcr reddy says:

    Login process is better if OTP process is included and do away with 6 digit pin system

  48. BHARAT MANE says:

    Good Aapp

  49. Jitendra Carpenter says:


    Me myself trading

  50. Anand Yadav says:


  51. Ujjwal Kumar says:

    Thanks Zerodha

  52. VVV Satyanarayana says:

    Good .Safety should be topmost priority.

  53. Laxman says:

    Ok sir

  54. Pragna Garach says:


  55. PRADEEP jatav says:

    Zerodha is very good app

  56. Bhaskaran says:

    Well designed to work with Zerodha

  57. Champa lal says:


  58. Arvind Kumar says:

    That’s fine. Highly appreciable

  59. akshay joshi says:


  60. Deepali Prasad mane says:


  61. Sachin Sawant says:


  62. Nagappa Teradal says:


  63. D Subhakanta Mohanty says:



    Zerodha ki karyapradali achchi hai

  65. Bharat a panchal says:


  66. SUJAY DUTTA says:


  67. Jayesh joshi says:

    Super work in zerodha tema

  68. Lalit Naagar says:

    Balance transfer to Bank takes long time. All n all good experience

  69. Love sharma says:

    Good application

  70. Nitin Kamble says:

    Easy to use and easy to understand

  71. Dakshesh Patel says:

    Nice app thanks zerodha

  72. Isteyak says:

    Good app

  73. Sweety jain says:

    Hi , I m satisfied with zaridha for every activity 👍

  74. Fayaz says:

    Zerodha You’re Good!

  75. Umesh says:

    Nice platform

  76. Nagesh M says:

    If Any Documents Issue pls Inform me

  77. Dipak says:

    Very happy with zerodha

  78. mohini says:

    hi! i’m online! reply me if possible.

  79. Ramesh Kashid says:


  80. Sakti Ranjan pati says:

    Good excellent

  81. Narendrasingh says:

    Awesome App

  82. Manoj Kumar says:

    Excellent App

  83. Tirthesh vyas says:

    Chart our well designed to trade

  84. Tarun Arora says:

    Good App

  85. Prakash bhupendra solanki says:


  86. Sreenesh says:

    Perfect app for trade

  87. Ashwin kumar patel says:

    Hi I have good experience with zerodha

  88. kesavansoundararajan says:

    noted steps taken to reduce frauds , will be more carfull in future

  89. Rishikesh says:

    What about your own employees who sell customer data, is it investigated?
    There is huge loop hole in your own system.

    • Shubham says:

      Hey Rishikesh, we do not share client information with any third parties. We’ve explained this in detail here. Please report these numbers by following the steps given here.

  90. Tirthesh vyas says:

    Perfect aap for the trader
    Charts our good more than my expectations

  91. Santosh says:

    Excellent app

  92. saurabh says:

    Since when Zerodha started giving loans?

  93. Rahul says:

    It’s ok.

  94. Pramod Kumar says:

    Very good work but need to New update

  95. SHEKHAR A says:

    Hi, I’m satisfied with ZERODHA every active

  96. Sasikumar. N says:

    Learning & earning app

  97. Ashwini anbhore says:


  98. anand says:

    Great app for trading…

  99. Vasant suthar says:

    Great job

  100. Pushpalatha says:

    I am happy with zerodha service. Thank you.we need more support.

  101. Santosh says:

    Good experience with zerodha

  102. Chintan says:

    I want to know the reason for blocked stocks especially of some penny stocks although the same stocks had been in my portfolio since long already. This restricts me to gain profit which disappoints me often.

  103. Sajjad says:

    Ok…good job

  104. sarnifty says:

    This is fine.

    But how do you store the client’s data? What if there is a leak of information of clients info. (PAN, adhar and bank info) to fraudsters. Hence the question. How do you store client information (encrypted or not) ? How many pepole have the access to this ? You are operating since 2010. I started getting pesky calls once I enrolled at Zerodha. When the a/c is closed, do you destroy or archive the data which no one could access.

    Please comment.

    • Shubham says:

      Hey, we’ve explained the security practices we adhere to in this post. We do not share client information with any third parties. We’ve explained this in detail here. Please report these numbers by following the steps given here.

  105. Jitendra Jayasingrao Pol says:

    Good app

  106. Manohar says:

    Good app trading

  107. KANUBHAI RABARI says:

    Good Services

  108. Umakant says:

    your superb to protect customer



  110. Nilotpal Ray says:

    Nice features 👌 👏

  111. Ravi Rajpurohit says:

    Good Experience With Zerodha…….✨

  112. Bisheshwar R Tiwari says:


  113. Rihan says:

    What is this,koi batayega ye sab kya hai

  114. Nazeerul Hossain says:

    My zerodha account is dormate plz activate my account.

  115. Jayant Mishra says:

    This is definitely good.

  116. Md Mudassar Najar says:

    Great app for Trading

  117. Priya Dhami says:

    Very nice and thankyou for being so alert

  118. Ajeet Kumar Yadav says:

    I’m complete KYC
    But again KYC Complete

  119. Prashant kumar Yadav says:

    This is definitely good.

  120. Rahul says:

    Very Nyc

  121. Uddhav shintre says:


  122. Munna prasad Gupta says:

    Great treding pathway of zerodha

  123. Abdul nazeer says:


  124. Venkat says:

    My Zerodha contact details shared to stock brokers. I have not given or shared mobile number to anyone. Only registered mobile number in Zerodha. How can we trust Zerodha?

    • Shubham says:

      Hey Venkat, we do not share client information with any third parties. We’ve explained this in detail here. Please report these numbers by following the steps given here.

  125. Mahipal Singh says:

    Medium and satisfying experience

  126. Sanjay Arora says:

    Zerodha is a really great platform , for trading as well as the systems they follow

  127. Govind says:

    Very Good service

  128. Sudhir Patange says:


  129. Hemali says:

    Hi … Thanks for alert…

  130. Rakeshsingh G Rajpurohit says:

    Sahi hai Security Is first priority

  131. Mahtab Alam says:

    If there is any best broker then it is Zerodha.

  132. Milan Thapa says:

    Great app

  133. Syamsundar chintalacheruvu says:

    Very Nice Thank you sir

  134. Mrs. Savita Sandesh Mali says:

    Good Afternoon🙏,
    Sir/Madam, I need Help to IPO information update immediately in this ✌Zerodha kite mobile apps in my Account id…… Ok 👌🙏✌👌🙏

  135. Saravanan says:

    Very good and use full

  136. Sanjib Das says:

    Very nice 👌
    Safety first

  137. MINUMA KALITA says:


  138. Suryabhushan Kumar says:

    I think my PAN is linked with Aadhar and u am getting my monthly and annual report from Zerodha
    Still anything i need to do.
    I have updated all the required documents with Zerodha as well.
    Please take care my all investment Zerodha.
    I know Zerodha is concern about customer safety but still please help me with the highest security please.

  139. Brijbhushan says:

    Very good

  140. Charan says:

    But I know you do leak the personal information. I get numberous calls from stock brokers for trade where they tell me about my trades already done via zerodha. This information is either with me and zerodha. The point that they have this information means someone at zerodha gave them this information. This is very unprofessional

    • Shubham says:

      Hey Charan, we do not share client information with any third parties. We’ve explained this in detail here. Please report these numbers by following the steps given here.

  141. Rakesh Dhirubhai Shah says:

    Good going. Account opened just last week. And have fresh memory of everything you have written. Feeling more secured against fraudsters. Kerp it up Bros.

  142. Manisha Appasaheb Hake says:

    चांगलं आहे परंतु कॉल घेतला जात नाही शेअर मार्केटमध्ये नवीन आलेल्या लोकांना काही एक माहिती नसते त्यामुळे ते मार्केट पासून दूर जातात म्हणून आपणाकडून त्यांचे फोन कॉल घेऊन त्यांचे अडचणीचे निवारण करावे ही विनंती

  143. Pravin Ahire says:


  144. Akhilesh Kumar Chaubey says:

    Good Experience With Zerodha

  145. Malliga says:

    Awareness is most important
    Safety is first


  146. Daniel says:

    I have come across individuals charging 25k per daily insight/Crash course glidepath as well as prediction using Zerodha Name. who, shall I report?

  147. Venkatesha B says:

    what is the actions taken for the fraud login by someone into our account /portal – i have faced this issue 3 times even after changing the password -how this is possible

  148. Annu kumar says:

    I love zerodha team for creating awareness among retail investors and educating them..

  149. HABIBURRAHMAN says:

    Very good app

  150. जयंत दुर्गे says:

    यह सभी पुराने लोगोंको भी करना है क्या सर

  151. Subasri Barman says:

    Very happy with Zerodha

  152. mukesh am says:

    Thanks always

  153. Kawadu Shende says:


  154. V RAGOTHAMAN says:

    Good explain good service

  155. Sachin Shetye says:

    Very Nice . Thanks

  156. Venkatesha B says:

    What about your own employees who sell customer data—-how this is protected ??

  157. Akash jadhav says:

    Always happy with zerodha 😍

  158. Ekta singh says:

    Zerodha is best but TOTP problem

  159. kumara C says:

    Most of the time my collogues have less margin compared to me for same option or future ..why it’s like this ? it should be across all zerodha account same right .
    please clarify if anything

  160. Rajesh kumar Rai says:

    Good afternoon
    Safety client first
    I think my pan and aadhar link your site.

  161. Rakesh kumar damor says:

    Zerodha is Awesome platform

  162. vinod rehan says:

    we trust Zerodha for protecting our identity.
    now I want to update my KYC with CKYCno.
    What is the process?

  163. Pinaki Mondal says:


  164. Bhange balaji says:

    Good afternoon safety client first I think my pan and Aadhar link your site.

  165. Azad Singh says:

    Very happy

  166. Suraj Rajendrakumar Doshi says:

    Sip amount not cut ,plz check and pls update.

  167. Ganesh says:

    Very bad

  168. V K Upadhyaya says:

    A good system followed, assuring good relationship with all concerned participants through security and curbing frauds.

  169. Dilip mehta says:

    Thank you for alert and literate customers.

  170. HEMLATA KANDARI says:

    very good support.

  171. Mahendra bhagwan parate says:


  172. Satul adatia says:


  173. Bishnupriya says:

    For banking transactions as detailed above IFSC Code and Account Number should be enough. Do you require MICR code by chance for any of the related purposes during security transactions?

  174. Beena Faisal says:

    Zerodha flatform is user friendly and more secure. Please permit more OTM to buy as hedging only, then it is supper for option sellers.

  175. Dhanasekar G says:

    Personally I like to use zerodha, it is very simple and easy, only one thing I don’t know still now, how to sell the share

  176. Pradeep thakur says:

    Very good future this app zirodha looking platform

  177. Priyal Vora says:

    Govt institution are giving xml based AADHAR AND PAN, SO no need to take uploads from Client for original pan and adhar copy.
    Explore on this.

  178. Vijay says:

    Really good platform

  179. GHULAM NABI BABA says:

    I am really satisfied with your procedure for verification of client,,thankyou

  180. Shivaji Raut says:


  181. Katla Venugopal says:

    Good 👌

  182. Geeta says:

    Good, happy to know we r safe with Zerodha

  183. Roshan Arun Hole says:

    Respected Sir,

    Really good Platform but Please Reduce the brokerage charges..

    Thank You

  184. Jayashri Thorat says:

    Yes, really good plarform but reduce brokerage charges.
    Thank you!

  185. Archana Chaudhari says:

    Very nice and efficient platform.

  186. Pvsv Prasad0 says:

    Good platform. Try to reduce Brokerage charges.

  187. Sumesh says:

    Good but why is Zerodha mandating us to provide a comment?

  188. Sadanand Vithu Gawad says:

    I want to change my above mail id, how I can change, the above mail id I cant open, please help me in this matter.

  189. Rajeshkumar shah says:


  190. Vinod kumar says:

    New customer, trying to exit from the screen, but, could not. Why comments needed?

  191. Vinod Jaiswal says:

    Activation of account

  192. Onkar tyagi says:

    Reduce brokerage charges

  193. Devan says:

    Identity theft is not a joke, Jim! Millions of families suffer every year!

  194. sunny says:

    how do i unsubscribe from emails that i get about my balance . i see no option to do so anywhere onbthe site

  195. S Saravana kumar says:

    Nobody respond to our calls & mails.

  196. Yogesh dohare says:

    My zerodha account error not solve
    (Modification not allowed after account opened) error
    Please solved problem

  197. Anupam Srivastava says:


  198. Anupam Srivastava says:

    I think excessive client load management is becoming a problem for zerodha
    Zerodha is not able to satisfy it’s clients

  199. P.V.Ramana says:

    Very Excellent services.

  200. Sneha Kulkarni says:

    I love zerodha for their services. Great going team zerodha

  201. Rakesh Kodachwad says:

    Good afternoon
    Thank you zerodha.
    U people are best’ and transperant ,liked your kite software. Keep improving with more options of knowledge to invester.

  202. Sanju roshan lohat says:

    Bank to Zerodha account paroblab

  203. Hardik j Bhanushali says:

    I have already linked my pan and adhar but my accounts shows not link so now how can I Trade in may account

    • Shubham says:

      Hi Hardik, sorry to hear this. If the PAN is already linked with Aadhaar, please create a ticket at so we can have this resolved at the earliest.

  204. Harshada Rajput says:

    Dear Sir/ Madam,
    I have completed all stages upto e-sign. Still I haven’t yet received any mail for user ID and password. Kindly guide.

  205. Thamizh says:

    Hello I am trying To open account and I completed step 2 and successful message also appeared but didn’t move to 3 step . What I should do?

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