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If your UPI payment was debited but the merchant says it hasn’t arrived, first check the transaction status in your payment app and linked bank account. A debit alone does not confirm that the merchant received payment. Don’t pay again until you and the merchant have checked the result; then follow the steps for the status shown.
Check the transaction record before taking action
Open the transaction in your UPI app’s history and note its current status. Check the linked bank account or statement as well. Keep the transaction ID or RRN, date and time, amount, merchant name or UPI ID, and any complaint reference. The NPCI complaint form requests transaction details such as the date, transaction number or RRN, bank, account information and amount; provide sensitive details only through a bank’s or official complaint service’s secure channel, never in a public post. NPCI: Register a Complaint
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Ask the merchant to check its payment record too. A mismatch between the payer app and merchant confirmation needs investigation; the debit on your statement alone does not establish that the merchant received confirmation.
What to do for each transaction status
| Status or situation | What it means | What to do |
|---|---|---|
| Pending | Confirmation is still awaited; the debit does not by itself show that the merchant has been credited. | Refresh or check the transaction status and do not pay again while the result is unclear. NPCI’s FAQ says a pending debit should reach the beneficiary within 48 hours once the beneficiary bank completes its daily settlements. That is NPCI FAQ guidance, not a guarantee for every case. NPCI UPI FAQ |
| Failed | NPCI says money from a failed payment should be refunded to the account; sometimes reversal takes longer than intended. | If the debit has not reversed, contact the bank linked to the debited account and give it the transaction record. NPCI UPI FAQ |
| Success in your app, but merchant has no confirmation | Your app reports success, but the merchant’s record does not confirm receipt. | Raise the merchant-specific complaint in your UPI app using the reason “Account debited but transaction confirmation not received at merchant location.” |
Raise the right complaint in your UPI app
For a payment that shows successful on your side but is unconfirmed at the merchant, select the transaction in the app and use its complaint or help option. Choose the reason “Account debited but transaction confirmation not received at merchant location.” NPCI’s UPI Help guide says users can raise this complaint after five minutes. NPCI UPI Help Guidelines (July 2023)
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Save the complaint reference and use the app to check its status. If the status is pending, keep checking rather than treating the debit as proof of merchant receipt or making an unnecessary duplicate payment.
Follow up with the payer’s bank if it is not resolved
If the app complaint does not resolve the issue, contact the bank attached to the account that was debited through the bank’s official grievance channel. Include the transaction date and time, amount, transaction ID or RRN, app status, merchant details, and the complaint reference. Keep the bank’s complaint or docket number and any response. NPCI’s complaint portal routes issues to the relevant member bank or institution, which is responsible for resolution. NPCI: Dispute Redressal Mechanism
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The merchant can separately ask its acquiring bank to check the merchant-side payment record. If the bank or app confirms a successful payment but the merchant still cannot match it, share the transaction reference through the merchant’s official support channel.
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First complain to the regulated entity, such as your bank. If it rejects the complaint, its response is unsatisfactory, or it does not reply within 30 days, check whether your case is eligible for the Reserve Bank–Integrated Ombudsman Scheme and submit it through RBI’s Complaint Management System (CMS). The 30-day period is RBI’s escalation threshold, not an estimate of how long a UPI reversal should take. As of October 4, 2026, the Reserve Bank–Integrated Ombudsman Scheme, 2026 has been in force since July 1, 2026, replacing the 2021 scheme. Check the current eligibility and filing guidance before submitting. RBI: Reserve Bank–Integrated Ombudsman Scheme, 2026 FAQs
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Protect your UPI account while seeking help
- Never share your UPI PIN with a merchant, caller, or support agent.
- Do not approve a collect request presented as a refund. A refund does not require you to disclose your PIN or authorize an incoming payment request.
- Use the UPI app, bank, NPCI, or RBI’s official complaint routes; do not post account details or payment credentials publicly.
NPCI’s UPI Help guidance directs users reporting fraud to their bank and cautions them not to share their PIN. NPCI UPI Help Guidelines
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