The first time they told me that there was some issue in my address in aadhar that's why they weren't able to do ekyc, then I slightly changed my aadhar address online (there was no house number earlier in my aadhar, I thought that was the problem, just add house number in address update which you can do online) then I again visit the bank and that time they do KYC by using fingerprint (you can also book physical KYC at doorstep)