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If an unfamiliar UPI credit appears in your Indian bank account, do not spend it and do not send a separate payment to anyone who asks for it. Verify the entry in your bank’s official app or statement, save its transaction details, report it to the bank that holds your account, and ask for bank-specific instructions. If a caller or message uses pressure, deception or a suspicious payment request, preserve the evidence and report suspected cybercrime through the National Cyber Crime Reporting Portal.
An unexplained credit does not, by itself, prove that a scam occurred or reveal why the money arrived. The bank must investigate the particular transaction. Official guidance does not guarantee that every mistaken credit can be reversed, so let the bank tell you how it wants the funds handled.
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Do these things first
- Check that the credit is genuine. Open your bank’s official mobile app, internet banking site, account statement or verified customer-service channel. Do not rely only on an SMS, a messaging-app notification or a stranger’s screenshot.
- Record the complete entry. Write down the date and time shown by the bank, amount, sender or remitter description, UPI ID if displayed, transaction status and the UPI reference or transaction number.
- Leave the money untouched. Do not withdraw, transfer, spend or offset the amount against a bill while the bank is checking it.
- Contact the account-holding bank. Tell the bank that the UPI credit is unidentified, request a complaint or service reference number, and ask what procedure it wants you to follow.
- Refuse any new payment request. Never share your UPI PIN, one-time password, card details, internet-banking password or device credentials. Do not approve a collect request, scan a QR code or press a payment link to “return” money.
- Escalate suspected fraud. If somebody is impersonating a bank employee, threatening you, asking for a fee or trying to trick you into authorising a debit, preserve the messages and report the incident through the National Cyber Crime Reporting Portal as well as to your bank.
These steps separate a potentially mistaken credit from a request designed to make you authorise a fresh debit. They also give the bank and investigators the records needed to trace what happened.
How to verify an unknown UPI deposit
Use an independent bank channel
Sign in through the bank app or website that you normally use, or call the number printed on your debit card, account statement or the bank’s official website. A message that says money was deposited is not proof that the account was credited. Check the ledger or statement itself and confirm that the transaction is marked successful rather than pending, reversed or failed.
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Capture the identifying fields
Save a screenshot or PDF statement and keep a written copy of:
- the credited amount and currency;
- the date and time recorded by the bank;
- the transaction description and sender name, if any;
- the sender’s UPI ID, virtual payment address or masked account details, if shown;
- the UPI reference number, transaction ID or bank reference;
- the account and UPI app through which you see the entry; and
- any SMS, email, call detail or chat connected with the payment.
NPCI’s complaint process asks for transaction information. The Ministry of Home Affairs’ Cyber Crime Portal FAQ lists bank statements and online money-transfer receipts among the records that can support a complaint. Keep the original files and do not edit screenshots in a way that removes dates, addresses or reference numbers.
Report the credit to your bank
Why the bank is the first reporting route
NPCI directs complaints about fraudulent, unidentified or unauthorised transactions to the bank that holds the customer’s account. The member bank is responsible for examining the transaction and resolving the complaint. NPCI can facilitate registration with the relevant member through its complaint system and allow status checking, but it does not replace the bank’s investigation.
What to tell the bank
Use precise wording such as: “A UPI credit of [amount] with reference [number] appeared in my account on [date]. I do not recognise the sender or transaction. I have not authorised any related payment. Please record this as an unidentified credit and tell me how the funds should be handled.” If you did recognise a later contact attempt or payment request as suspicious, say so and provide the messages.
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Ask the agent to confirm:
- the complaint or service-request number;
- whether the credit is settled, pending or under review;
- what documents or declaration the bank needs;
- whether you should leave the amount untouched in the account; and
- how and when you can obtain an update.
Do not assume that a bank can automatically pull back every correctly credited transfer. The official guidance describes complaint routing and responsibility, not a universal reversal outcome for mistaken payments. Follow the bank’s documented process rather than agreeing to an informal arrangement with a stranger.
Never “return” the money through a new UPI payment
A refund is not the same as a reversal
A person may claim to have sent money by mistake and ask you to send it back immediately. A new payment that you authorise is a separate debit from your account. If the original credit is later reversed, disputed or found to be unrelated, you could be left out of pocket. Ask the bank how it wants the original entry handled; do not create a second transaction on someone else’s instructions.
Requests and actions to reject
- Sharing your UPI PIN or asking you to type it while on a call.
- Sharing an OTP, card PIN, CVV, password or screen-sharing code.
- Accepting a collect request or payment request to receive a “refund.”
- Scanning a QR code to receive money. In ordinary UPI use, scanning and authorising a QR payment sends money.
- Opening a link, installing a remote-access app or allowing someone to control your screen.
- Paying a “verification,” “release,” “tax” or “processing” charge.
NPCI’s UPI FAQ states, “Please do not share your UPI-PIN with anyone,” and says bank customer support will never ask for the PIN. Treat anyone who requests it as unauthorised, even if the caller knows your name, transaction amount or partial account details.
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1Clear out junk files and repair common Windows errors2Fix the driver behind crashes, sound loss and screen glitches3Repair Windows errors before they cause bigger problemsWhat NPCI’s 13 January 2025 “Jumped Deposit” clarification means
On 13 January 2025, NPCI issued a clarification responding to media reports about a so-called “Jumped Deposit” scam. NPCI said it had observed no instances of fraud on the UPI platform as described in those reports and explained the authorisation sequence. Its release states: “Simply opening a UPI or bank application does not automatically approve a transaction.” It continues: “For a transaction to occur, the user must navigate to the payment request and explicitly click on the ‘pay’ option to authorise it with UPI PIN.”
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This is a technical clarification about whether merely opening an app can approve a payment. It does not identify the cause of an individual unexplained credit, prove that a particular caller is genuine or cover every possible payment scam. Continue to verify the ledger, avoid authorising a debit and ask your bank to examine the transaction.
When to use the National Cyber Crime Reporting Portal
Signs that justify escalation
Report suspected cybercrime when the unknown credit is accompanied by deception or an attempted unauthorised debit, such as:
- a caller impersonating bank, police or payment-support staff;
- threats of account closure, arrest or penalties unless you pay;
- an unexpected collect request or QR-code instruction;
- a demand for your PIN, OTP, password or remote access;
- links or apps supplied to “secure” or “return” the money; or
- a debit, account takeover attempt or other loss connected with the contact.
Prepare the complaint
- Keep the bank statement or official transaction screenshot showing the credit.
- Save online-transfer receipts, reference numbers, phone numbers, email headers, chat exports, voice messages and website or app details.
- Note a timeline: when the credit appeared, when the person contacted you, what they asked you to do and whether any payment or account change followed.
- Submit the complaint through the National Cyber Crime Reporting Portal and include the bank complaint reference where available.
- Continue cooperating with the bank and retain the portal acknowledgement and updates.
The Ministry of Home Affairs says portal complaints are handled by the relevant State or Union Territory police authority. The portal is a reporting and investigation channel for suspected cybercrime; it is not a promise that a mistaken credit will be reversed.
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| Channel | Use it for | What it can do | What it does not guarantee |
|---|---|---|---|
| Account-holding bank | An unidentified, fraudulent or unauthorised transaction in your account | Log the complaint, examine account and payment records, provide instructions and handle resolution | Automatic reversal of every correctly credited mistaken transfer |
| NPCI complaint facility | Registering or tracking a complaint involving a participating member | Facilitate routing to the relevant bank or member and provide status information | Replacing the member bank’s investigation or guaranteeing recovery |
| National Cyber Crime Reporting Portal | Deception, attempted fraud, unauthorised debit or other suspected cybercrime | Send the report and supporting evidence to the relevant State or Union Territory police authority | Instant resolution or a guaranteed refund |
These routes are complementary. Report the transaction to the bank even if you also file a cybercrime complaint, and mention each reference number to the other channel.
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Common situations and the safest response
Someone says they sent money by mistake
Do not argue about the sender’s story or send a replacement payment. Tell the person to contact their own bank and tell your bank that the sender has approached you. Keep the original credit untouched while the banks determine the proper process.
The credit has no message or caller attached
Treat it as unidentified, not automatically harmless. Record the details and notify your bank. An unexplained credit alone does not establish a scam, but spending it before the bank checks the entry can complicate the investigation.
You received a collect request instead of a credit
A collect request is a request for you to pay; it is not proof that money was deposited. Decline it unless you independently recognise and intend the payment. Never enter your UPI PIN to accept money.
You opened the app but did not press Pay
NPCI’s 13 January 2025 clarification says opening a UPI or bank app alone does not approve a transaction. The user must select the payment request, choose the pay option and authorise with the UPI PIN. Still check your account and report any credit or debit you do not recognise.
You already sent money or disclosed a credential
Contact the bank immediately through its official channel, explain exactly what was disclosed or authorised and ask it to secure the account and record the incident. Change compromised credentials through the bank’s official process, preserve every message and receipt, and file a cybercrime report without deleting evidence.
Follow up without losing the record
Store the bank complaint number, NPCI status information, portal acknowledgement and every document in one folder. When you contact the bank again, quote the existing reference rather than opening disconnected complaints. Ask for written instructions if an employee tells you to transfer, withdraw or otherwise move the credited funds. Never treat a caller’s urgency as a bank instruction unless you have independently verified it.
Reserve Bank of India customer-protection rules concerning unauthorised electronic banking transactions are not the same as rules for a mistaken credit that you received. Do not assume that provisions designed for an unauthorised debit automatically decide the outcome of an unexplained incoming payment. The account-holding bank should explain which policy applies to your facts.
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Quick Recap
Practical checklist
- Verified the credit in the bank’s official ledger.
- Recorded amount, date, description, UPI ID and reference number.
- Saved the statement, receipts and communications in original form.
- Reported the unidentified credit to the account-holding bank.
- Obtained and retained a complaint or service reference.
- Shared no UPI PIN, OTP, password or remote-access permission.
- Approved no collect request, QR-code payment or “refund” transfer.
- Filed a National Cyber Crime Reporting Portal complaint if deception or attempted fraud occurred.
- Followed the bank’s instructions instead of promising a private reversal.
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