March 15, 2025 · 19 mins read
Santosh Kumar
Unified Payment Interface or UPI has become an inevitable part of daily transactions. Since UPI’s inception in 2016 by the National Payments Corporation of India (NPCI), the payment structure has undergone a drastic transformation, making it a preferred mode of payment.
Accessible via any smartphone, UPI facilitates instant payments making it easy for the user to transact anytime, anywhere. However, UPI transactions done on a smartphone are prone to typo errors, wrong entry of UPI ID, and other transactional errors. If anything of that sort happens, a wrong UPI transaction complaint must be initiated by the sender through various payment platforms like NPCI, BHIM etc to the recipient.
A wrong UPI transaction occurs whenever a sender enters incorrect details while undertaking a transaction via UPI. The sender must check and verify details like the Virtual Payment Address (VPA), mobile number, and QR code of the recipient before making any UPI transaction. Since entering the above-mentioned details is a manual thing, it is prone to human error. Anyone can enter wrong details while transacting but the good news is that a wrong UPI transaction can be reversed. This can be done by complaint for a wrong UPI transaction.
The immediate steps a user can take whenever a UPI transaction goes wrong:
First things first, “Do not panic” because UPI transactions when done wrong can be reversed provided they are legitimate.
The quickest way to reverse a wrong UPI transaction is to take action immediately in a calm state of mind. The user can immediately raise a complaint in this case.
Identify the reasons behind UPI transaction failure and take action based on the same. Try to take action for a wrong UPI transaction within 24 hours.
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When you sent the money to the wrong ID: Imagine you entered the wrong UPI ID or the wrong phone number, then you should try to get the transaction reversed.
When the payment was unauthorised: In case the payment was sent without your authorisation, i.e., without entering the user ID then also you should try to reclaim your money.
Fraud: In case of fraud, obviously, if the money was sent illegitimately, you have all the reason to claim the reversal of the transaction
Failure of transaction: In case the transaction failed and the money was deducted, you should aim to reclaim the money. It can happen when the recipient did not accept the payment.
Inform the bank: First and foremost, you need to contact the bank or UPI service provider (such as Google Pay) and inform them about the inadvertent transfer of money.
Be prompt: It is imperative that you inform the bank promptly. The sooner you do this, the better it is.
Approaching the ombudsman: In case the bank fails to respond to your query, it is incumbent upon you to approach the bank's ombudsman. There is nothing unusual to knock on the ombudsman's door in case you have a genuine grievance.
Contact NPCI: In case your grievance is not redressed in the manner and form in which you sought; you need to approach the NPCI.
Created by the banking regulator RBI, National Payments Corporation of India is an umbrella organisation for operating retail payments and settlement systems in India.
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If the transaction is duplicated: In case the sender has made the same payment twice, the recipient can reverse one of the transactions. This can be done automatically if the UPI system detects duplication.
If the transaction is wrong or fraud: If the transaction done via UPI is fraud or made to the incorrect recipient, in that case, the recipient can return the amount and reverse the transaction.
If there’s a technical failure: In case the transaction fails and the amount is debited from the sender’s account, it is reversed automatically within a few hours. In case, it doesn’t, the sender can raise a UPI payment complaint with the bank.
If the authorisation is due: In case a transaction is under process for a long period due to technical glitches, it may get reversed automatically if not completed.
If the bank intervenes: If a bank detects a fraudulent transaction, it can intervene to reverse the UPI transaction.
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Here’s a step-by-step guide on how to reverse a transaction using popular UPI apps
1: Guide on reversing a transaction using Google Pay UPI
2: Open the Google Pay on your phone
3: Visit the transaction history page
4: Look out for the transaction willing to reverse
5: Report the issue with that particular transaction
6: Select the issue related to that transaction
7: Submit the request
8: Google Pay will update you about the request raised via app or email
9: Guide on reversing a transaction using PhonePe UPI
10: Open the PhonePe app on your device
11: Go to the Transactions option
12: View all the details of the transactions
13: Report the issue for the respective transaction
14: Enter details if required and raise the request
15: You will be able to track the request raised through the app or email
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1: Go to the Paytm app on your phone
2: Open the Balance & History tab
3: Navigate to the particular UPI transaction that needs to be reversed
4: Click on ‘Help’ as visible
5: Raise your issue after providing the necessary information
6: Paytm will accept your request and update you over email
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Here's your step-by-step guide to filing a wrong UPI transaction complaint with NPCI.
Step 1: Visit the link – https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism
Step 2: Scroll down to the ‘complaint’ box. Select the nature of the transaction from the drop-down menu. Also, select the related issue from the options available.
Step 3: Enter other necessary details like transaction ID, UPI ID, email ID, date of transaction, registered mobile number, and amount, and select the bank from the list. Add necessary comments to explain the issue.
Step 4: Upload your updated bank account statement.
Step 5: Submit the request.
Here’s how you can complain to your bank for a wrong UPI transaction:
1: Keep your UPI transaction details handy like the date and time of the transaction, the amount involved, transaction ID, recipient’s UPI ID, your bank account details, and registered contact number.
2: Reach out to the customer service of the bank and inform them of the issue in detail. Follow their instructions.
3: Send an email to the bank’s email address explaining the issue and mentioning all the details of the transaction. Attach your updated bank account statement as well.
4: You can visit the bank’s nearest branch to resolve the issue in person by speaking to the manager. Carry all the necessary documents along with you.
5: Track the UPI payment complaint using the bank’s app, customer service, or website.
6: If the issue remains unresolved, raise it further to NPCI or the Banking Ombudsman.
7: Other Common issues faced by UPI users
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Scams & Frauds: People with wrong intentions can share fake UPI payment requests, QR codes, and links to transfer money to their accounts.
Technical Issues: UPI transactions may fail due to technical glitches. There are times when transactions take more than usual time to process and show status as “Pending” due to a technical failure.
Account Linking: Sometimes the user's bank account is not linked to the UPI ID which hinders transactions. If a user has more than one UPI ID, it can also lead to confusion, leading to wrong transactions.
Data Security: If the UPI app in use doesn't have adequate security features like two-factor authentication, the account can easily be hacked, breaching data security and privacy.
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UPI is the most advanced digital mode of payment which has established trust within its users. It involves real-time fund transfers. However, it is the responsibility of the user to stay aware of the possible frauds and scams that can happen when doing transactions via UPI.
The users need to keep themselves updated about their consumer rights, file a wrong UPI transaction complaint immediately, and safeguard their bank accounts.
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Here are some common challenges faced during the reversal process:
You need to report the wrong UPI transaction immediately. Any delay in this process lowers your chances of reversing the transaction. UPI transactions are instant, and if an action is not taken immediately, the wrong recipient can withdraw the amount and use it.
It is important to have reliable customer service on the UPI app you are using. The service should be quick to help you resolve the issue at the earliest.
If the wrong recipient agrees to reverse the UPI transaction, there is nothing like that. However, if the recipient does not intend to return the amount sent to his bank account mistakenly then there’s an issue as reverse UPI transactions need the recipient’s consent for reversal.
UPI reverse transaction involves multiple stakeholders inclusive of the sender’s bank, the receiver’s bank, the UPI server provider, and of course, NPCI. To get a UPI transaction reversed, all these parties must be contacted which can be time-consuming.
Users may be unaware of how to report a wrong UPI transaction. This causes a delay in the reversal process. Some of the users may not fully understand the reversal process leading to more complications.
If the recipient is a fraud or a scammer, legal actions become necessary which are a challenge as they are complex, costly, and time-consuming.
There is limited regulatory support to enforce reversals. Banks may take their time to comply with regulatory guidelines to handle disputed transactions causing more delay.
When a reversal is successful, the refund or reversal may take time, considering the involvement of multiple stakeholders in the process.
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In recent years, UPI payments have revolutionised the process of handling financial transactions for Indians. People have started preferring UPI transactions starting from grocery shopping to payment of bills online. However, amidst this convenience, UPI users face challenges in reversing wrong UPI transactions.
The National Corporation of India has also started noting this issue. Once you send money to any incorrect number, getting it back on time seems to be a daunting task. If the receiver is not cooperative, make sure to contact the bank as soon as possible. Thus, UPI users become extra cautious while initiating UPI transactions.
Entering a single wrong digit in the contact number of the recipient will result in transferring the amount to the wrong person. Hence, it is advised to double-check all necessary details before transferring any amount.
If a wrong transaction takes place, it is the sole responsibility of the sender to contact the recipient and request for reversal. This scenario at times turns out quite challenging as there can be chances of fraud or scams.
Hence, to avoid this, stay proactive and vigilant. By keeping oneself informed and being extra cautious, it is possible to mitigate the risks associated with UPI transactions. This will enable users to avail a smooth digital banking experience.
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Use apps downloaded from official sources and not third-party app stores. Review all the permissions and allow only if they appear appropriate.
The importance of not sharing sensitive information like UPI PIN and OTP has been highlighted time and again by the government. Do not share such sensitive information with anyone in person, over the phone, or chats.
Double-check the recipient's details before undertaking any transaction. Ensure that the UPI ID, QR code, and phone number entered are correct, and only then proceed to complete the transaction.
It is vital to stay updated on the scams done via unauthorised links, SMS, email, and apps. Verify the source before clicking on any link.
Review your bank account and UPI transaction history regularly to identify any unauthorised transactions.
Use a strong and unique UPI PIN to avoid hacking. Keep updating the PIN to minimise the risk of unauthorised usage.
Take quick action whenever you feel suspicious about any transaction. Contact your bank or UPI app to report fraudulent transactions.
Your smartphone’s operating system and UPI app should be updated to avoid data breaches. This helps enhance security.
UPI transaction scams like tricking into sharing OTP, UPI PINs, and other sensitive information have become prevalent. There are multiple ways to scam an individual using wrong links, SMS, fake calls, and QR codes. It becomes important for a UPI user to be digitally advanced and aware of the possible scams.
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If a UPI transaction fails or an incorrect transfer is made via GPay, the timeline for reversal or refund will vary depending on the nature of the issue and the particular bank's response. Normally, when money is debited from your account and not received by the recipient, the transaction is automatically reversed within the next three working days. By the rules and regulations of India’s National Payments Corporation (NPCI), all UPI transactions are covered under the schemes to provide users protection and ensure standardised refund processes.
Should the money not be credited back within three days, users may dispute the charge in GPay's help section, and the app will register the dispute with the appropriate bank for an investigation. Resolution will take about seven to ten working days, depending on the nature of the investigation and the response time of the bank. Users are advised to have their UPI transaction ID and reference number readily available. It may also be prudent to keep a record of communication with GPay or the bank for tracking purposes.
Typically, UPI payments are processed without issue on GPay, but error can come into play and subsequently lead to transactional failures or transfers to another user. The most common type of error is entering an incorrect UPI ID or mobile number. Because UPI payments are immediate, it is very common for individuals to make a simple mistake by pressing the wrong key and, as an end result, the payment is sent instantly to a different valid user. Another common cause is using an old bank account that is not active or linked to your GPay account.
Transactions can also be unsuccessful if the linked account doesn't have sufficient funds. In many cases, individuals initiate payments while not checking if their internet connection is adequate which can mean the payment is interrupted or processed again resulting in a duplication of the payment. Temporary downtimes at the bank's end, e.g. server issues or UPI network issues can also lead to failure. Overstating daily, or per-transaction limits imposed by the bank or GPay can also render payment failure.
If a UPI transaction does not go through or remains unresolved, GPay offers a user-friendly method to track the status of the dispute in the app. After initiating the complaint of a failed or incorrect transfer, an individual can directly go to GPay's history and even track the progress of the transfer. The specific transaction card will typically show at least one of these transaction statuses - "Processing," "Under Review," "Refunded," etc. - to indicate where the stage of the bank's verification process is.
In addition to the status tracking in the app, GPay will send notifications or emails periodically for any updates that arise regarding the dispute process related to your specific transaction. However, if your issue involves your bank, GPay will be communicating with your bank throughout the dispute and your bank will be updating GPay on the status of your dispute. The user can also call their bank's customer care using the UPI reference ID to cross-check to see if there is a status on the refund. If the transaction does show completed in the system of GPay but was sent to a different person, the third-party bank must reverse it. This may add extra time to the process, because the bank must confirm that the reversal was done correctly before returning funds.
If the user does not receive an update in ten days, escalate the process through GPay's Help and Feedback tab. You can connect with GPay and discuss your situation or even submit your issue with a full description (transaction ID, date, amount) using the tools in the Help and Feedback section. GPay support usually responds in 24–48 hours. Continue to track your issue closely and follow up to keep the process moving through appropriate channels and avoid delays with resolution.
UPI is the most convenient way to transfer funds on the go, however, staying vigilant against potential scams and frauds is the ideal solution.
1: Try and reach out to the recipient
2: Report it immediately on the UPI app in use
3: Identify the reason behind the wrong transaction
4: Escalate the issue to your respective bank
5: If not resolved, escalate it to NPCI and further to the Banking Ombudsman
The Banking Ombudsman is an authority appointed by the Reserve Bank of India (RBI) to resolve customer issues raised against banks and financial institutions.
1: What are the preventive measures for UPI users?
2: Cross-check the recipient's details.
3: Do not share UPI PIN
4: Use verified apps with multiple-factor authentication
5: Lock your app
6: Stay updated about the UPI scams
Yes, a UPI transaction can be reversed if it occurs due to any technical issues or fraudulent activity. In this situation, the sender must immediately raise the concern to the UPI app in use or the respective bank to return the amount debited from their account.
Yes, it is possible to get a refund for a wrong UPI transaction. This can be done by filing a complaint via a Payment Service Provider (PSP) or Third-Party Application Provider (TPAP). The sender can also reach out to their respective bank to get their money back.
A successful UPI transaction via Gpay can be reversed if the amount is sent to the wrong recipient. The sender can immediately raise the issue on the Gpay application and inform their support to help them resolve the issue.
Yes, UPI transfer requests to unregistered and/or closed accounts will be canceled automatically in the backend system. This is processed approximately two (2) to three (3) working days after the system can determine that the beneficiary account has not accepted any funds.
You must have the transaction ID, the date, the amount, and your registered mobile number. Some banks may also ask for information as a screenshot of the failed transaction, or some bank may ask for your UPI reference number.
No, there is no fee for reversing your transaction. Neither GPay nor your bank will charge you to initiate or process the refund or reversal.
You will want to open up your bank customer's grievance redressal system, or initiate a complaint with the NPCI to do investigation, if your transaction has not been resolved after the first ten (10) days.
Confirm the UPI id, or check the beneficiary details before making any payment to confirm the details are accurate before proceeding. Make sure you have a strong internet connection and do not attempt to make multiple payments if a transaction is taking place.
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