Check the transaction status in your UPI app before paying again. If a transfer is pending, NPCI says a beneficiary-bank delay may take up to 48 hours to resolve; if a transaction has failed or a merchant did not receive confirmation, RBI rules set separate reversal deadlines. Save the transaction reference and contact your app or bank through its official support channel.
First, check the transaction and save its details
Open your UPI app’s transaction history and select the specific payment. NPCI says transaction history includes both past and pending transactions. Note the exact status shown, then save the UPI transaction ID or RRN, date, amount, and a screenshot or receipt. Keep relevant bank SMS messages or statement entries, and, for a merchant payment, the order, invoice, or merchant receipt.
Have those details ready when you contact support. NPCI’s complaint portal asks for transaction date, transaction number or RRN, bank, account number, and amount. Never share your UPI PIN, OTP, or other authentication secrets with support staff or anyone claiming to help.
Identify which kind of UPI problem you have
| Situation | What to do | RBI outer reversal deadline |
|---|---|---|
| Person-to-person transfer shows pending; payer was debited | Check with the recipient and allow time for beneficiary-bank settlement. If unresolved, raise a complaint in the app and contact the sending bank. | For a funds transfer where the beneficiary is not credited, T+1 if the credit cannot be made. |
| Transfer failed; payer was debited and beneficiary was not credited | Raise the failed transaction with your UPI app or bank and ask the sending bank about the refund. | T+1. |
| Merchant payment debited; merchant did not receive transaction confirmation | Keep your UPI reference and order evidence, then contact your app or bank. The merchant can approach its acquiring bank. | T+5. |
The deadlines and compensation in the table come from the Reserve Bank of India’s circular RBI/2019-20/67, dated 20 September 2019. T means the calendar date of the transaction, not a business day. These are outer limits; RBI says participants should try to resolve failures sooner. The two UPI cases have different deadlines, so do not apply the merchant-payment limit to a person-to-person transfer.
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If a person-to-person transfer is pending
NPCI’s UPI FAQ says a payment shown as pending, with the payer debited but the recipient not credited, may be delayed on the beneficiary bank’s side. It says the money may reach the beneficiary within 48 hours after daily settlement. This is guidance for that pending condition, not a guarantee that every pending payment will resolve within 48 hours or a replacement for RBI’s failed-transaction deadline.
- Check the transaction details and ask the recipient to check their account before taking further action.
- Do not send the same payment again while its status is unclear. NPCI says an initiated UPI payment cannot be stopped.
- If it remains unresolved, raise a grievance against that transaction in your UPI app or through a participating bank’s UPI app, then contact the sending bank.
If a payment failed but your account was debited
NPCI says a failed payment should be refunded and advises contacting bank support if the refund has not arrived within one hour. For a UPI funds transfer where the payer was debited but the beneficiary was not credited, RBI’s outer limit is T+1 for reversal if credit cannot be made. If reversal is delayed beyond T+1, compensation is ₹100 per day.
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Raise the issue through the transaction in your UPI app or with your bank. Include the reference number and ask the sending bank to trace the debit and refund. The one-hour support suggestion from NPCI and RBI’s outer reversal limit serve different purposes: contacting support sooner does not change the regulatory deadline.
If a merchant says your payment did not arrive
A merchant may not have received the transaction confirmation even though your account was debited. Save the UPI transaction details along with the order number, invoice, or other evidence of the purchase. Ask the merchant to check its payment status, but do not assume that a missing confirmation means you should immediately pay again.
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For a UPI merchant payment where the payer is debited but confirmation does not reach the merchant location, RBI specifies auto-reversal within T+5. Delay beyond T+5 attracts compensation of ₹100 per day. Contact your UPI app or bank about the transaction; the merchant can raise the issue with its acquiring bank.
Report an unauthorized or suspicious payment immediately
If you do not recognize a transaction or did not authorize it, contact your bank immediately. NPCI directs complaints about fraudulent, unidentified, or unauthorized transactions to the user’s bank. Do not wait for the ordinary failed-payment timelines to pass before reporting suspected fraud.
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Escalate if the app or bank does not resolve it
- Start with the transaction grievance option in your UPI app or the participating bank’s UPI app. Keep the complaint reference and any response.
- If the issue remains unresolved, contact the remitter bank—the bank that debited your account—and provide the transaction and complaint details.
- Where applicable, register the issue through NPCI’s UPI complaint facility. NPCI says it routes complaints to the relevant member institution; that bank or institution is responsible for resolving the case.
- If the stipulated redress is not received, RBI’s circular points customers to the Integrated Ombudsman Scheme.
RBI says eligible compensation should be credited automatically, without waiting for a complaint or claim. The circular describes the prescribed turnaround time as “the outer limit for resolution of failed transactions.”
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Complaint categories that may help describe the issue
NPCI’s July 2023 UPI Help guideline lists reason codes that can help categorize a complaint. You do not need to know a code to file a grievance.
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- U010: P2P pending or timeout; beneficiary account not credited.
- U005: P2P failed; customer account not credited back.
- U009: P2M failed; customer account not credited back.
- U022: P2M success or pending; account debited but merchant did not receive transaction confirmation.
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