Start by checking the transaction’s status and saving its UPI reference number. What to do next depends on whether the payment is still pending, failed after your account was debited, or was a merchant payment that the merchant says it cannot confirm. RBI sets different reversal limits for those cases.
First, check the transaction and keep its details
Open your UPI app’s transaction history and select the specific payment. NPCI says the history shows past and pending transactions. Record the displayed status and save the transaction ID or RRN, transaction date and amount, and a screenshot or receipt. Keep relevant bank SMS or statement details, too. These details help the app, bank, or complaint portal identify the payment.
NPCI’s complaint portal asks for details including the transaction date, transaction number or RRN, bank, account number, and amount. Share information only through the app, bank, or official complaint channel. Never disclose your UPI PIN, OTP, or other authentication secrets.
Which UPI payment situation applies?
| Situation | What to do | RBI outer reversal limit |
|---|---|---|
| Pending person-to-person (P2P) transfer; money debited but recipient not credited | Check the app status and ask the recipient to check their account. Raise a transaction grievance in the app and contact your sending bank if it remains unresolved. | If the beneficiary cannot be credited, reversal by T+1; ₹100 per day for delay beyond T+1. |
| Failed P2P transfer; money debited but not returned | Contact bank support if the refund has not arrived promptly. Raise a grievance through the app or bank. | For a transfer where the beneficiary is not credited, reversal by T+1; ₹100 per day for delay beyond T+1. |
| Merchant payment; money debited but merchant did not receive confirmation | Keep the UPI reference and merchant order, invoice, or receipt details. Contact your app or bank; the merchant can approach its acquiring bank. | Auto-reversal within T+5; ₹100 per day for delay beyond T+5. |
The deadlines and compensation in the table are from RBI circular RBI/2019-20/67, dated 20 September 2019. RBI defines T as the calendar date of the transaction, so these are calendar-day limits, not business-day counts. The circular calls the prescribed turnaround time (TAT) an outer limit and says participants should try to resolve failures sooner. The category matters: a transfer not credited to a beneficiary and a merchant payment without confirmation do not share the same deadline.
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If a P2P transfer is pending
NPCI’s UPI FAQ says a payment shown as pending, with the amount debited but not credited, may reach the beneficiary within 48 hours because of a beneficiary-bank-side delay and daily settlement. That is guidance for this pending situation, not a guarantee that every pending payment will clear in that time or an extension of RBI’s failed-transaction reversal limit.
Do not send a second payment while the first transaction’s status is unclear. NPCI says an initiated UPI payment cannot be stopped. Check the transaction again and ask the recipient to verify their account before deciding whether another payment is needed.
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If a payment failed but your account was debited
NPCI says failed payments should be refunded and advises contacting bank support if the refund has not arrived within one hour. For a P2P transfer where the beneficiary is not credited, RBI’s outer limit is reversal by T+1; delay beyond that limit attracts ₹100 per day in compensation. The one-hour advice is NPCI’s practical support guidance; it does not replace RBI’s deadline.
If a merchant says it did not receive confirmation
A debit on your bank account does not by itself prove that the merchant’s system received confirmation. Save the UPI transaction details along with the order number, invoice, or other evidence from the merchant. Ask the merchant to check with its payment provider or acquiring bank, and raise the transaction with your UPI app or bank. Under RBI’s UPI rule for a debit without confirmation at the merchant location, auto-reversal is due within T+5; delay beyond T+5 attracts ₹100 per day.
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How to raise a complaint
- Use the payment’s grievance option in your UPI app. Open the transaction and follow the available help, raise-grievance, or check-status option. NPCI says users can raise a grievance or check status through a participating bank’s UPI app.
- Contact the sending bank for an unresolved debit or refund. Provide the transaction date, amount, UPI transaction ID or RRN, displayed status, and any supporting screenshot or bank message.
- Use NPCI’s complaint facility where applicable. It can route eligible complaints to the relevant member institution and facilitate status checks. Keep the complaint reference. NPCI says the member bank or institution—not NPCI—is responsible for resolving the case.
- Escalate an unresolved eligible failure through RBI’s redress framework. RBI’s circular points customers who do not receive the specified redress to the Integrated Ombudsman Scheme.
NPCI’s July 2023 UPI Help guideline includes codes that may describe common cases: U010 for a pending or timed-out P2P transfer where the beneficiary was not credited; U005 for a failed P2P payment where the customer was not credited back; U009 for a failed P2M payment where the customer was not credited back; and U022 for a P2M payment shown as success or pending where the account was debited but the merchant did not receive confirmation. You do not need to know these codes to file a complaint.
If you suspect an unauthorized payment
Contact your bank immediately about any fraudulent, unidentified, or unauthorized transaction. NPCI directs these complaints to the user’s bank. Do not wait for the ordinary pending or failed-payment timelines before reporting suspected fraud.
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What RBI’s compensation rule means
RBI says compensation for delay under the circular is to be credited to the customer’s account automatically, without waiting for a complaint or claim. If the required reversal or compensation does not arrive within the applicable timeline, raise the matter with your bank and use the escalation route described above. The relevant rule is in RBI circular RBI/2019-20/67.
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Official references
- NPCI UPI FAQs — transaction history, pending and failed payment guidance, and app or bank grievance steps.
- NPCI complaint facility — complaint registration and information about member-institution responsibility.
- NPCI UPI Help Guideline, July 2023 — complaint reason codes.
- RBI circular RBI/2019-20/67 — UPI reversal timelines and compensation rules.
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