UPI (Unified Payments Interface) has made daily payments easy and convenient, and it is rapidly becoming a key part of our online payment routines. Sometimes, however, we are unable to make payments because the UPI app (the mobile application that facilitates UPI transactions) or UPI PIN (personal identification number required to authorize a UPI transaction) is not working, even when our bank accounts are active.
In such cases, we need to approach the bank and submit a formal complaint letter regarding the UPI app not working so that the issue can be resolved on the backend.
This article explains when to write a letter to the bank manager about UPI not working and how to write it correctly and provides ready-to-use letter and email formats.
Download Complaint Letter for UPI Not Working (Editable Formats)
⬇️ You can download the ready-to-use and editable formats below. These files can be customized with your details and submitted to your bank branch or sent via email.
🔵 Download UPI Not Working Complaint Letter (Word)
🔵 Download UPI Not Working Complaint Email Format (Word)
📌 The sample letter and email format are also provided below for reference.
When Should You Write a Letter for UPI Not Working?
You should write a complaint letter to the bank manager if:
- The UPI app won’t open or keeps crashing.
- Payments are not initiating.
- UPI PIN is not working
- UPI services are temporarily unavailable for your account
- UPI is disabled after account changes
- You are unable to register or re-register for UPI.
⚠️ Important:
This letter is used when the UPI app service is not working .
If the amount is debited from your account and not credited to the beneficiary, a separate complaint letter must be submitted.
Why a Written Complaint Is Important
People usually call customer care to resolve issues or use in-app chats to ask questions. However, submitting a written complaint offers additional support:
- Creates an official record
- Helps the bank escalate the issue internally
- It is useful if you need to escalate further later.
- Speeds up resolution in most cases
Banks respond to written complaints faster than to verbal ones.
Details to Mention in the Letter
When writing a letter to the bank manager, provide all necessary details to ensure a quick resolution and avoid delays.
- Account holder name
- Bank account number (last 4 digits preferred)
- Registered mobile number
- UPI app name (Google Pay, PhonePe, Paytm, BHIM, etc.)
- Date since UPI stopped working
- Brief description of the issue
Never share your UPI PIN (the code used for UPI transactions) or OTP (One-Time Password sent for verification) in the letter.
Sample Letter to Bank Manager for UPI Not Working
To
The Branch Manager
[Bank Name]
[Branch Name]
[City]
Subject: Complaint regarding UPI service not working
Respected Sir/Madam,
I am an account holder of your bank and maintain my account with your [branch name] branch. I am writing to inform you that my UPI service is not functioning properly.
I have been unable to use UPI services, such as initiating payments / accessing the UPI app / using my UPI PIN, since [mention date]. Due to this issue, I am having difficulty making digital payments for my daily needs.
My account details are given below for your reference:
Account Holder Name:
Account Number:
Registered Mobile Number:
UPI App Used:
I kindly request that you look into this matter and resolve the issue at the earliest. I would be grateful if you could restore my UPI services as soon as possible.
Thanking you.
Yours sincerely,
[Your Name]
[Signature]
[Mobile Number]
Email Format for UPI Not Working Complaint
If you prefer email instead of a physical letter, use this format:
Subject: UPI service not working – Request for assistance
Dear Sir/Madam,
I would like to bring to your notice that my UPI service linked to my bank account has not working since [date]. I am unable to make UPI payments or access related services.
Below are my account details for verification:
Account Holder Name:
Account Number (last 4 digits):
Registered Mobile Number:
UPI App Name:
I request you to kindly check the issue and take necessary action to restore UPI services at the earliest.
Thank you for your support.
Regards,
[Your Name]
[Contact Number]
How Long Does It Take to Fix UPI Not Working Issues?
In most cases, banks resolve UPI service issues within:
- 24–48 hours for basic technical issues
- 3–5 working days if backend verification is required
If the issue is not resolved within a reasonable time, you can follow up with the branch or escalate through customer care.
Common Reasons Why UPI Stops Working
Knowing why UPI is not working speeds up resolution. To clarify, here are situations when UPI services may not work.
Recent Mobile Number Change
If you change your mobile number and it isn’t updated in the bank’s records, the UPI app blocks verification because the OTP is not delivered. You must request that the bank update your records with the new number. Once the number is updated, re-register the UPI with the new mobile number. If issues persist, contact the bank for resolution.
Bank Account Status Issues
UPI services do not work if your bank account is inactive. Below are scenarios in which the UPI app will not function.
- Account is frozen due to legal orders.
- KYC is pending submission, due to which the account status is inactive
- An account is dormant when it is not used for more than 2 years; after that, it becomes inactive.
- Balance not available in your account
Visit the branch to resolve the issue and activate the account; UPI services will then resume.
UPI App Update Problems
If a technical glitch occurs due to NPCI updates, UPI services will not work. Clear the app’s cache or data in phone settings, or reinstall the app from the Play Store or App Store, then relink your account.
Temporary Bank Server Issues
There may be cases where the bank is updating the system, and during maintenance, the server may be busy or down. It may take 30 minutes to 4 to 5 hours for the system to recover, after which UPI services will resume. In such cases, the bank always sends an email in advance to account holders at their registered email addresses, informing them of the maintenance activity.
Incorrect UPI Registration
During UPI registration, if the required details are not provided, UPI services will not be enabled. You need to provide a valid mobile number at the time of registration that is linked to your bank account. If you encounter any issues, uninstall the app and reinstall it from the Play Store. This will resolve the issue.
Multiple Failed PIN Attempts
If you enter the wrong PIN more than 5 times, your UPI account is locked, and you need to wait 24 hours to unlock it. You need to reset the password using your debit card/ATM pin. Enable biometrics in the app so you do not need to remember the PIN, and this will resolve the issue.
What to Do If the Bank Does Not Respond?
If there is no response after submitting the letter:
- Follow up with the branch after 2–3 working days.
- Contact the bank’s customer care.
- Use the bank’s official complaint or grievance portal.
Always keep a copy of the complaint letter or email for reference.
Important Tips (Must Read)
- Do not share sensitive details such as OTPs or PINs.
- Use simple and polite language.
- Clearly explain the issue without exaggeration.
- Mention the exact problem (UPI not working, payment failed)
Final Advise
UPI issues that aren’t working are common and easy to resolve. If a letter to the bank manager is written properly, with all the details included, it will help achieve faster resolution. Use the letter format provided in the above article, customize it as needed, and submit it to the bank official. official.