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Random freezes, missing sound and display glitches usually trace back to one bad driver. Find and replace yours safely.Free scan · under a minuteCheck the payment twice: first in the payer’s UPI app, then in the bank or acquiring-bank records linked to your merchant account. A payer’s success screen or debit proves what the payer’s app recorded; it does not, by itself, confirm that your merchant account has been credited.
Check the payment in the payer’s UPI app
- Open transaction history. In the app used to make the payment, open transaction history and select the specific payment. NPCI says past and pending transactions are available there; BHIM also directs users to its “Transaction” section. Menu names vary by app. NPCI’s UPI FAQ and BHIM provide the relevant guidance.
- Check the recorded details. Compare the amount, date and time, and payee or merchant details with the payment you expect. Note the transaction reference number if the app displays one.
- Read the status precisely. Record whether the payment is shown as successful, pending, or failed. A complaint’s status—such as raised or under review—is a separate matter and does not establish whether the merchant account was credited.
Reconcile it with the merchant’s account records
Search the bank account or pool account designated for UPI receipts under your merchant agreement. Match the expected amount and time, and use the transaction reference where your statement or acquiring-bank records make it available. NPCI says the merchant receives funds in its pool bank account or bank account “as per their agreement,” so the relevant destination depends on the merchant arrangement.
If the payer’s app shows success but the credit is not visible, do not treat the payer’s screen alone as confirmation of receipt. Check any merchant or acquiring-bank transaction records available to you, then contact the acquiring bank named in your merchant agreement if the records still do not match.
What to do if the payment is pending or missing
If the payer sees “Pending” or a debit without merchant credit
NPCI’s published UPI FAQ says that in some cases a beneficiary-bank delay can mean a successful transaction’s amount reaches the recipient within 48 hours, after the bank’s daily settlements. This is FAQ guidance, not a guarantee for every payment, bank, or merchant arrangement. If the payer has not received confirmation within an hour, NPCI advises contacting the payer’s bank. The payer can also use the UPI app’s help or complaint route for the selected transaction; exact options depend on the app or provider. See NPCI’s current UPI FAQ.
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If the payer sees success but your merchant records show no credit
Raise the issue with your UPI acquiring bank. NPCI says merchants need an acquiring-bank partnership to enable UPI and can check a transaction’s status or raise a grievance directly with that bank. Provide the transaction reference, amount, date and time, and the records showing the mismatch. NPCI’s UPI ecosystem information describes the acquiring-bank role.
If you use NPCI’s complaint facility
NPCI’s complaint facility can check status in NPCI records and route a complaint to the relevant member institution. NPCI states that resolution remains the responsibility of that bank or institution, so retain the complaint reference and follow up with the relevant bank or acquirer. NPCI’s UPI dispute redressal information explains the route.
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Keep verification safe
- Never ask the payer to share a UPI PIN to verify receipt. NPCI says not to share the PIN and notes that bank customer support will never ask for it. NPCI’s UPI FAQ.
- Use transaction details and your own account or acquiring-bank records to reconcile a payment. Treat a screenshot as supporting information, not a substitute for those records.
- Keep the transaction reference and any complaint reference until the issue is resolved.
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