We’ve all been there: the cart is full, the excitement is high, and then comes the pause. The wait for a six-digit SMS code that sometimes arrives in seconds, and sometimes doesn't arrive at all. For over a decade, the OTP has been the gatekeeper of digital trust in India. It was a necessary step, a sign that your money was safe.

But as digital fraud becomes more sophisticated, with fraud values surging over fivefold to exceed ₹1,400 crore in FY 2024, that process is starting to cost more than it saves.

In collaboration with Axis Bank and PayU, Flipkart is fundamentally changing the physics of the checkout page. We sat down with Gaurav Arora, Vice President, Payments and SuperCoins at Flipkart, to understand how this shift from manual codes to fingerprints and Face ID is positioning Flipkart at the forefront of the RBI’s vision for a safer, faster digital India.

This launch marks a significant shift in how we think about "paying." At its core, what is the fundamental innovation here?

Gaurav Arora: The core innovation is actually about removing the "OTP ritual" that has been the standard for Indian card payments for years. By integrating biometric authentication, whether it’s a fingerprint on Android or Face ID on iOS, we’re moving toward an experience where security is seamless rather than intrusive. It’s about leveraging secure biometric credentials to deliver an intuitive payment experience that meets the highest standards of consumer protection without the usual delays.

How does this launch align with the broader regulatory landscape and the RBI’s recent directives?

Gaurav Arora: This is a proactive step toward the RBI’s "Authentication Mechanisms for Digital Payment Transactions Directions, 2025." The regulator is explicitly encouraging the adoption of biometric and risk-based authentication over SMS OTPs. For our peers in the industry, the takeaway is clear: the future of trust isn't in a temporary code sent over a network, but in device binding and issuer-level verification. We are pioneering this transition to create a more resilient payment ecosystem that fulfills the mandate for stronger, more secure digital authentication.

Security is the biggest concern for customers today. Why is a fingerprint or Face ID actually safer than a code sent to your phone?

Gaurav Arora: OTPs are increasingly vulnerable to sophisticated risks such as SIM-swapping and phishing. Biometrics, backed by device fingerprinting and next-gen fraud protection, significantly reduces these risks. Because the authentication is bound to the physical device, it’s much harder for bad actors to replicate. In simple terms, we are making it much harder for fraud to occur while making it much easier for the rightful cardholder to complete their purchase.

From a business and UX perspective, what is the most immediate impact expected on the checkout journey?

Gaurav Arora: Speed is the obvious win, but "success rates" are the real story. By eliminating OTP delays and the inevitable "failed attempts" when a code doesn't arrive or is entered incorrectly, we are making the checkout journey more reliable. As digital commerce continues to scale, our focus remains on enabling faster transactions while reinforcing the regulatory rigour that secure payments demand. When you remove friction, you don't just get a happy customer, you get a more efficient, high-conversion platform.

This was a massive collaboration with Axis Bank and PayU. What is the learning here for other fintech leaders regarding ecosystem-wide partnerships?

Gaurav Arora: No single entity can solve for fraud or friction alone. It requires a shared history of a consumer-first approach. In this initiative, PayU manages the merchant-side infrastructure while Axis Bank leverages Wibmo (a PayU company) to power biometric verification on the issuer side. The learning for the industry is that true innovation happens at the intersection of the merchant, the payment gateway, and the bank. By joining forces, we’ve established a strong model for the next generation of secure digital transactions in India.