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If your UPI payment was debited but the merchant says it has not arrived, first check the transaction status in your payment app and linked bank account. A debit does not by itself prove that the merchant received payment confirmation. The right next step depends on whether the status is Pending, Failed, or Success.
Check the transaction status before paying again
Open the transaction in your UPI app’s payment history and compare it with the linked bank account or statement. Note the date and time, amount, merchant or payee name, transaction ID or RRN, and any complaint reference. Ask the merchant to check its own payment record before attempting another payment; paying twice can create a second transaction rather than resolve the first one.
NPCI’s UPI FAQ distinguishes pending payments from failed ones. Follow the route matching the status currently shown in your app.
If the UPI payment is pending
Pending means confirmation is still awaited. Do not assume the merchant has been paid just because your bank account shows a debit, and do not make a second payment until you and the merchant have established what happened to the first one.
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NPCI says a pending payment that was debited but not credited should reach the beneficiary within 48 hours once the beneficiary bank completes its daily settlements. That is the FAQ’s guidance, not a guarantee that every transaction will resolve on that schedule. Check the status again in your app and raise a complaint if the merchant still has no confirmation.
If the payment failed but money was debited
NPCI says money from a failed UPI transaction should be refunded to your account, though the reversal may take longer than intended. If the debit remains, contact the bank linked to the debited account and provide the transaction details. Do not treat a failed status and a pending status as the same problem: a failed payment calls for a reversal check, while a pending payment is awaiting confirmation.
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If your app says Success but the merchant has no confirmation
Select the transaction in your UPI app and use its complaint or help option. Choose the merchant-payment reason “Account debited but transaction confirmation not received at merchant location.” NPCI’s UPI Help guide says this complaint can be raised after five minutes. Save the complaint reference and use the app to check its status.
The merchant can also ask its acquiring bank—the bank that processes payments for the merchant—to check the merchant-side record. A “Success” status in the payer’s app does not remove the need to resolve the mismatch between your transaction record and the merchant’s confirmation.
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Escalate through your bank, then RBI if eligible
Complain to the payer’s bank
If the app complaint does not resolve the issue, submit or follow up on a complaint through the official grievance channel of the bank whose account was debited. Include the UPI transaction ID or RRN and your app complaint reference. NPCI’s complaint portal routes complaints to the relevant member institution; that institution is responsible for resolving them. NPCI also publishes a turnaround-time circular describing bank and acquirer processes, but its interbank timings should not be treated as a personal resolution guarantee.
Use RBI’s Complaint Management System when the conditions are met
As of October 4, 2026, the Reserve Bank–Integrated Ombudsman Scheme, 2026 is in force from July 1, 2026, replacing the 2021 scheme. First complain to the regulated entity, such as your bank. If it rejects your complaint, gives an unsatisfactory response, or does not reply within 30 days, check the scheme’s eligibility requirements and file through RBI’s Complaint Management System. See RBI’s 2026 scheme FAQs for current details.
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Information to include in a complaint
Keep the transaction record and share relevant details through the app or bank’s secure complaint channel:
- UPI transaction ID or RRN, plus the transaction date and time
- Amount and payer bank or account information
- Merchant or payee name or UPI ID
- Status shown in the UPI app and the linked bank account
- UPI app complaint reference and bank complaint or docket number
- Merchant confirmation, order number, or invoice details, if available
NPCI’s complaint form requests transaction details including date, transaction number or RRN, bank, account information, and amount. Do not post account details or other sensitive information publicly.
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Protect your UPI account while resolving the issue
Never share your UPI PIN with a merchant, caller, or support agent. Do not approve a collect request presented as a refund: approving a collect request can authorize a payment rather than return money to you. NPCI’s UPI Help Guidelines direct users reporting fraudulent transactions to their bank and caution users not to share their PIN.
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