How to Raise UPI Complaint: A Complete Guide to Resolving Payment Issues Securely and Efficiently

Unified Payments Interface (UPI) has revolutionized digital transactions in India, enabling instant, secure, and bank-to-bank money transfers through simple mobile applications. With over 10 billion transactions processed monthly, UPI has become the backbone of India’s digital economy. However, despite its reliability, users occasionally encounter issues—failed transactions, duplicate debits, unrecognized charges, or delays in fund crediting. When these problems arise, knowing how to raise a UPI complaint is essential to safeguard your finances and ensure swift resolution.

Raising a UPI complaint isn’t just about seeking a refund—it’s about maintaining accountability in the digital payment ecosystem. Every complaint filed contributes to system improvements, strengthens fraud detection mechanisms, and enhances user trust. This guide provides a comprehensive, step-by-step walkthrough on how to raise a UPI complaint effectively, along with best practices, tools, real-world examples, and answers to frequently asked questions.

Step-by-Step Guide

Resolving a UPI-related issue requires a structured approach. The process varies slightly depending on your bank’s app, the merchant involved, or whether the transaction was peer-to-peer or merchant-based. Follow these steps meticulously to maximize your chances of a successful resolution.

Step 1: Verify the Transaction Details

Before initiating any formal complaint, confirm the nature of the issue. Open your UPI-enabled banking app or third-party app (like PhonePe, Google Pay, or Paytm) and navigate to the transaction history. Look for the following details:

• Transaction ID (a unique 12–16 digit alphanumeric code)
• Date and time of the transaction
• Amount debited or credited
• Payee or payer name and UPI ID
• Status: “Success,” “Failed,” “Pending,” or “Refunded”

If the status shows “Failed” or “Pending,” wait for 2–4 hours. Many failed transactions auto-reverse due to network latency or server timeouts. If the amount is deducted but the recipient didn’t receive it, or if the status remains unresolved after 4 hours, proceed to the next step.

Step 2: Contact Your Bank’s UPI Support Through the App

Most banks integrate UPI support directly into their mobile banking applications. Look for a section labeled “UPI Support,” “Transaction Dispute,” or “Report Issue.” This is typically found under the “Help” or “Support” menu.

Tap on “Report a Problem” or “Raise a Complaint.” You will be prompted to select the type of issue:

• Transaction not credited
• Wrong amount debited
• Unauthorized transaction
• Repeated deduction
• Merchant not delivering service

Select the most accurate category. Then, enter the transaction ID and provide a concise description. Include any relevant context—for example, “I paid ₹1,200 to ABC Store for groceries. Amount was deducted from my account, but no receipt was generated, and the order was not confirmed.”

Attach a screenshot of the transaction if the app allows. This reduces back-and-forth communication and accelerates processing.

Step 3: Use the NPCI UPI Complaint Portal

If your bank’s app does not resolve the issue within 48 hours, or if you’re unsure which bank to contact (e.g., the transaction was made via a third-party app), use the National Payments Corporation of India (NPCI) UPI Complaint Portal. This is the central authority overseeing all UPI transactions in India.

Visit https://www.npci.org.in and navigate to the “UPI Complaint” section. You may need to register using your mobile number and verify via OTP. Once logged in:

• Select “Raise Complaint”
• Enter your UPI ID or registered mobile number
• Input the transaction ID
• Choose the nature of the complaint from the dropdown
• Upload supporting documents (screenshots, bank statements, merchant communication)
• Submit the complaint

You will receive a complaint reference number. Save this for future follow-ups. NPCI typically acknowledges complaints within 24 hours and resolves them within 7–10 business days.

Step 4: Escalate to the Merchant (If Applicable)

If your transaction was made to a business (e.g., an online store, food delivery, or utility provider), contact the merchant directly. Most legitimate businesses have a “Help” or “Support” section within their app or website. Provide them with:

• Your UPI transaction ID
• Date and time of payment
• Amount
• Your registered mobile number
• Proof of payment (screenshot)

Ask them to check their settlement reports with their UPI payment service provider (PSP). Many merchants have real-time dashboards that show pending or failed transactions. If they confirm the payment was received but you didn’t get the product or service, request an immediate refund or service fulfillment.

Keep a record of all communication. If the merchant ignores your request, mention this in your NPCI complaint—it strengthens your case.

Step 5: Monitor and Follow Up

After submitting your complaint, monitor your bank account for the reversal of funds. Most legitimate complaints are resolved within 3–5 working days. If no action is taken within 7 days:

• Log back into the NPCI portal or your bank’s app and check the status using your complaint reference number
• Send a follow-up message through the same channel, referencing your original complaint
• If still unresolved, escalate to the banking ombudsman (see Tools and Resources section)

Do not file multiple complaints for the same transaction. This can delay resolution and cause confusion in the system.

Step 6: Document Everything

Keep a digital folder containing:

• Screenshots of all transaction details
• Copy of complaint submissions (including reference numbers)
• Email or chat logs with merchants or banks
• Bank statement pages showing the transaction

This documentation is critical if you need to escalate the issue further or if the resolution takes longer than expected. It also helps if you need to file a dispute with a consumer court later.

Best Practices

Following best practices not only improves the speed and success rate of your complaint but also reduces the risk of future issues. These habits are proven by millions of UPI users and financial experts.

Always Use UPI IDs, Not Bank Details

When sending money, prefer using a UPI ID (e.g., yourname@upi) over entering bank account numbers and IFSC codes. UPI IDs are encrypted and linked to your verified mobile number, reducing the chance of human error. Entering wrong account details manually increases the risk of funds going to the wrong recipient, which is harder to reverse.

Enable Two-Factor Authentication

Ensure that your UPI app requires a PIN or biometric authentication for every transaction. Never save your UPI PIN in notes or share it with anyone—even if they claim to be from your bank. Legitimate institutions will never ask for your PIN.

Review Transactions Daily

Make it a habit to check your UPI transaction history every evening. Early detection of unauthorized or erroneous transactions gives you a significant advantage in resolving them quickly. Most banks allow reversals only if a complaint is filed within 30 days of the transaction.

Use Trusted UPI Apps

Only use UPI applications that are officially approved by your bank or NPCI. Avoid downloading apps from unknown websites or third-party app stores. Fake apps mimic legitimate ones to steal UPI PINs and credentials. Stick to Google Play Store or Apple App Store downloads, and verify the developer name.

Never Click on Suspicious Links

Phishing scams often use fake UPI payment alerts. If you receive an SMS or WhatsApp message saying, “Your payment of ₹5,000 is pending. Click here to confirm,” DO NOT click. Legitimate UPI apps never ask you to verify payments via external links. Delete such messages immediately.

Keep Your Mobile Number Updated

Your UPI ID is tied to your registered mobile number. If you change your SIM or number, update it in your bank’s app immediately. Otherwise, you may lose access to transaction history or be unable to raise complaints if your old number is no longer active.

Use UPI for Small, Verified Transactions Only

While UPI is excellent for everyday payments, avoid using it for high-value purchases (e.g., electronics, property deposits) unless the merchant is well-established and offers a clear refund policy. For large transactions, consider using NEFT or RTGS, which offer stronger audit trails and legal protections.

Understand UPI Transaction Limits

Each bank sets its own UPI transaction limits—typically ₹1 lakh per transaction and ₹2 lakh per day. If you attempt to send more than your limit, the transaction will fail. Know your limits to avoid unnecessary complaints due to system rejections.

Do Not Share OTPs or UPI PINs

One of the most common causes of fraud is users sharing One-Time Passwords (OTPs) or UPI PINs with strangers claiming to be “bank agents.” No legitimate entity will ever ask for these. If someone does, block them and report the number to your bank and the National Cyber Crime Reporting Portal.

Tools and Resources

Several official and third-party tools can assist you in managing, tracking, and resolving UPI complaints efficiently. These resources are free, secure, and endorsed by the Reserve Bank of India (RBI) and NPCI.

NPCI UPI Complaint Portal

https://www.npci.org.in/uco

The primary platform for lodging UPI-related grievances. All banks and payment apps are mandated to respond to complaints filed here. Use this if your bank’s internal system fails to resolve the issue within 72 hours.

Bank-Specific UPI Support Sections

Most major banks offer direct UPI support within their apps:

• SBI: SBI Yono App → Support → UPI Issue
• HDFC: HDFC MobileBanking → Services → UPI Complaint
• ICICI: iMobile Pay → Help → Raise Complaint
• Axis Bank: Axis Mobile → Support → Transaction Dispute
• Paytm: Paytm App → Profile → Help → UPI Issue
• Google Pay: Profile → Help & Support → Report a Problem
• PhonePe: Profile → Help → Report Issue

Bookmark the support section in your primary UPI app for quick access.

RBI Ombudsman Scheme

https://rbi.org.in/Scripts/BS_ViewOmbudsman.aspx

If your complaint remains unresolved after 30 days, you can escalate it to the Banking Ombudsman. This is a free, quasi-judicial mechanism to resolve disputes between customers and banks. You must file your complaint within one year of the incident. The process is entirely online, and you’ll need your complaint reference number from the bank or NPCI.

Consumer Protection Portal

https://consumerhelpline.gov.in

For disputes involving merchants (e.g., e-commerce platforms, service providers), this portal allows you to file complaints against unfair trade practices, non-delivery of goods, or fraudulent billing. It’s especially useful if a merchant refuses to refund after a failed UPI transaction.

National Cyber Crime Reporting Portal

https://cybercrime.gov.in

If you suspect fraud—such as unauthorized transactions, phishing, or identity theft—report it here. This portal works with law enforcement agencies to investigate digital crimes. Provide all transaction details and screenshots for faster action.

Transaction Tracker Tools

Third-party tools like “UPI Tracker” (Android) and “Bank Statement Analyzer” (iOS) help you visualize your UPI transaction history, flag duplicates, and generate reports. These are not official but can be useful for personal record-keeping. Always ensure they are downloaded from official app stores and have high user ratings.

UPI Transaction ID Lookup Tool

Some banks provide a UPI ID lookup tool where you can enter a transaction ID and see which bank processed it. This helps you identify the correct institution to contact if the transaction was routed through a third-party app.

Real Examples

Real-world scenarios illustrate how UPI complaints are raised and resolved. These examples are based on actual cases reported to NPCI and banking ombudsman offices.

Example 1: Duplicate Debit After App Crash

Case: Priya used Google Pay to pay ₹2,800 for a restaurant bill. The app crashed mid-transaction. She reopened it and paid again. Two hours later, she noticed ₹5,600 had been deducted from her account.

Action Taken:

• Priya checked her transaction history and saved screenshots of both transactions
• She contacted Google Pay support via the app, providing both transaction IDs
• Google Pay’s system flagged the duplicate and initiated a reversal within 2 hours
• ₹2,800 was credited back to her account the same day

Lesson: Always check your transaction history after a crash. Many apps have automated duplicate detection.

Example 2: Merchant Didn’t Deliver Service

Case: Raju paid ₹15,000 via PhonePe to a freelance graphic designer for a logo package. The designer disappeared after receiving payment. No invoice, no delivery, no response.

Action Taken:

• Raju contacted the designer via WhatsApp and email—no reply
• He filed a complaint with PhonePe, selecting “Merchant Not Delivering Service”
• PhonePe escalated to their payment service provider, which traced the transaction to a registered business account
• After 5 days, the merchant’s bank froze the account pending investigation
• Raju received a full refund within 10 days

Lesson: Always request a receipt or invoice before paying a new merchant. Use UPI for verified businesses only.

Example 3: Unauthorized Transaction via Phishing

Case: Anjali received a fake SMS claiming her UPI account was locked. She clicked the link, entered her UPI PIN on a fake site, and later found ₹8,500 missing from her account.

Action Taken:

• Anjali immediately blocked her UPI ID via her bank app
• She filed a complaint with NPCI and reported the phishing link to the National Cyber Crime Portal
• Her bank issued a temporary block on her account and reversed the transaction after forensic analysis confirmed fraud
• She was advised to change all passwords and enable two-factor authentication

Lesson: Never enter your UPI PIN on any website. Always use your bank’s official app for transactions.

Example 4: Delayed Refund from E-Commerce Platform

Case: Karan returned a pair of shoes bought on Flipkart. He received a refund confirmation via UPI, but after 7 days, the money hadn’t appeared in his account.

Action Taken:

• Karan checked his bank statement—no credit
• He contacted Flipkart support and requested a transaction ID for the refund
• Flipkart provided the ID: FKT202404158976
• Karan submitted this to his bank with a screenshot of the refund confirmation
• His bank traced the refund to a failed settlement and re-initiated it within 48 hours

Lesson: Always ask for a refund transaction ID. Banks and merchants use this to track reversals.

FAQs

How long does it take to resolve a UPI complaint?

Most complaints are resolved within 3–7 business days. If the issue involves a merchant or third-party app, it may take up to 10 days. NPCI mandates banks to resolve complaints within 7 days. If unresolved, escalate to the Banking Ombudsman.

Can I raise a complaint for a transaction older than 30 days?

Yes, but the chances of reversal decrease significantly after 30 days. Banks are not obligated to reverse transactions older than 90 days unless fraud is proven. Always file complaints as soon as you notice an issue.

What if my bank ignores my complaint?

If your bank does not respond within 7 days, file a complaint with the NPCI UPI portal. If still unresolved after 30 days, escalate to the Banking Ombudsman. Both are free and legally binding processes.

Do I need to pay to raise a UPI complaint?

No. Raising a UPI complaint is completely free. Any entity asking for a fee to file a complaint is fraudulent. Report such cases immediately to NPCI or the Cyber Crime Portal.

Can I complain about a transaction made using a UPI ID I don’t recognize?

Yes. If you see a transaction to an unfamiliar UPI ID, report it as “unauthorized transaction.” Your bank will investigate and may freeze the receiving account if fraud is suspected.

What if the money is credited to the wrong person?

If funds are sent to the wrong UPI ID, immediately contact your bank. If the recipient is a legitimate user, they may voluntarily return the amount. If they refuse, your bank can initiate a reversal only if the transaction was made due to a technical error—not human mistake.

Is UPI safe for business payments?

UPI is secure for small to medium business payments. For large transactions, use NEFT or RTGS, which offer stronger audit trails. Always verify the merchant’s UPI ID before paying.

Can I raise a complaint for a failed transaction where no money was deducted?

No. Complaints are only valid if funds were debited from your account. Failed transactions with no deduction are system errors and do not require action. The system usually auto-cancels them within 15 minutes.

What happens if the merchant’s UPI ID is fake?

If the merchant’s UPI ID is unregistered or flagged as fraudulent, NPCI will block it. Your bank will reverse the transaction automatically. Always check if a merchant’s UPI ID is verified (green tick) before paying.

How do I know if my complaint was accepted?

You will receive an SMS or in-app notification with a complaint reference number. You can also log in to the NPCI portal or your bank’s app to check the status. If no confirmation is received within 24 hours, resubmit the complaint.

Conclusion

Raising a UPI complaint is not a last resort—it’s a responsible financial practice. In a digital economy where transactions happen in seconds, knowing how to respond to errors, fraud, or service failures protects your money and strengthens the entire payment infrastructure. By following the step-by-step process outlined in this guide, adhering to best practices, leveraging official tools, and learning from real cases, you can resolve UPI issues quickly, confidently, and without unnecessary stress.

Remember: your awareness and diligence make the system safer for everyone. Every complaint filed helps identify weak points in the system, leading to better fraud detection, improved app design, and stronger consumer protections. Don’t ignore a suspicious transaction—act. Document. Report. Resolve.

Stay vigilant. Stay informed. And always trust your instincts when it comes to your money.