You then start checking your bank statement, and it shows money debited from your account, but the receiver has not received it. Now what?

This problem can happen to anyone in India using digital payment apps like Google Pay, PhonePe, Paytm, or BHIM UPI. Not receiving a credited amount after a debit is a common and frustrating issue.

The good news is that there is a clear process for getting the amount refunded to your account.

In this article, you’ll learn:

• How to write a professional complaint letter to your bank
• Email format you can copy and send immediately
• RBI refund rules and timelines
• Downloadable Word and PDF templates
• Step-by-step escalation process if your bank doesn’t help

Let’s solve this problem together.

Download Ready-to-Use Complaint Letter Templates

We have created a professionally written complaint letter template that you can instantly download, fill in the required details, and submit to your bank without any confusion. These templates follow proper banking format and include all the details required by the bank as per RBI complaint guidelines.

📄 Download Editable Word Format

(Easy to customize on a computer)

👉 Click here to download the Word format.

📑 Download Fillable PDF Format

(Perfect for mobile users)

👉 Click here to download the Fillable PDF format.

Problems with UPI transfers can appear in various ways, with each scenario demanding its own approach to filing a complaint. When your UPI app refuses to work at all or keeps displaying technical glitches, our comprehensive resource on UPI not working complaint letter format can help you address the matter properly.

For instances where a transfer displays a failed message despite funds leaving your account, our resource on UPI transaction failed complaint letter format offers the right guidance. That said, when funds get deducted from your account without reaching the intended recipient, you’re dealing with a refund situation where the money typically remains stuck in the banking settlement process temporarily. This piece concentrates specifically on how to file refund complaints for UPI payments where money has been debited but hasn’t reached the recipient.

Why UPI Money Gets Debited But Not Credited?

Before we come to a conclusion and start downloading the letter, it is better to understand the reason for the amount debited but not credited, which will help resolve the issue.

Common Reasons:

1. Bank Server Delay – Sometimes your bank’s server processes the payment, but the receiver bank’s server is slow or temporarily down, so the payment is stuck in transit and the amount isn’t credited to the beneficiary.
2. Network Failure – If the phone’s internet connection is unavailable or the internet is down while making a payment, an error will be displayed on the screen, and the payment might get stuck. Your bank debits the money, but the payment is not reeived by the other bank.
3. NPCI Technical Glitch – NPCI (National Payments Corporation of India) manages UPI. Sometimes there is a technical issue in their system during peak hours, which causes a system error, resulting in a payment being debited from your account and the amount not being credited.
4. Wrong UPI ID or Phone Number – Entering the wrong UPI ID or phone number causes payment failure. Your account is debited and the money must be reversed.
5. Payment Timeout – If a UPI transaction takes too long to process due to a technical reason, a timeout error occurs. The amount gets debited, but the payment is not processed.
6. App-Related Issues – Sometimes the app (Google Pay, PhonePe, Paytm) shows an error, but in the background, your bank has already processed the payment. In such cases, the amount gets debited from your account.

Knowing how refunds work can ease your stress when facing these issues. In cases where funds leave your account without reaching the recipient, the payment enters a settlement phase involving your bank, NPCI, and the beneficiary’s bank. Your bank starts by processing the transfer request. NPCI then confirms the details and forwards the transaction to the recipient’s bank. Should the recipient’s bank not acknowledge the credit, NPCI triggers a reversal mechanism that sends the funds back to your account. This typically resolves itself without intervention, though there are instances when you’ll need to lodge a formal complaint to recover your money.

In most cases, the UPI transaction is automatically resolved, and the amount is credited to your bank account within 3 working days. But if the amount is not reversed to your account in such cases, you can raise a complaint.

Difference Between Failed UPI Transaction vs Debited But Not Credited

Many users confuse a failed UPI transaction with a debited but not credited transaction. In a failed transaction, the payment is usually declined and money is not transferred to the receiver bank.

However, in debited but not credited cases, the amount is successfully deducted from your account but gets stuck during settlement or verification stages. Understanding this difference is important because refund timelines and complaint procedures can vary depending on the transaction status.

RBI Rules for UPI Refund Timeline

The Reserve Bank of India (RBI) has clear rules to protect you. Your bank must follow these guidelines:

• T+1 Working Day Rule – If your UPI transaction amount was deducted but not received by the merchant or person, your bank should automatically reverse the money within T+1 days. ‘T’ means the transaction date. If your payment failed today (Monday), you should receive your refund by Tuesday.

• Maximum 5 Working Days – If the amount is not automatically refunded, and you have raised a complaint with the bank. In such a case, the bank needs to resolve it within 5 working days. This is the maximum time allowed by the RBI.

• Compensation for Delay – If your bank takes longer than 5 days after taking the complaint, you are entitled to compensation of ₹100 per day for the delay.

• Zero Customer Liability – If the failed transaction was due to a technical error (not your fault), the bank cannot charge you anything. The entire refund amount should come back to your account.

Important Note: Working days mean Monday to Friday, excluding bank holidays. So if your transaction failed on Friday, the T+1 refund would be issued on Monday (the next working day).

Things to Check Before Writing a Complaint Letter

Before writing a letter to the bank, you need to do a basic check on your side. This will help resolve the complaint more quickly.

Pre-Complaint Checklist:

• Check Your Transaction Status – Open your UPI app and check the transaction status. Sometimes it shows ‘Pending’ or ‘Failed’. Take a screenshot of this.

• Note down the UTR Number – The UTR number plays a crucial role in tracking your refund. Banks use this unique transaction reference number to trace the movement of money between your bank, NPCI settlement system, and the receiver bank. Whenever you contact customer support, the first detail they request is the UTR number. Without this number, it becomes difficult for banks to locate your transaction details. Always keep a screenshot or written record of your UTR before raising any complaint.

• Take Screenshots – Take clear screenshots of:
(a) the failed transaction message
(b) money debited from your bank statement
(c) the UTR number

These will be your proof.

• Contact UPI App Support First – Most UPI apps (Google Pay, PhonePe, Paytm) have in-app support. Raise a complaint there first. Wait 24-48 hours. If they don’t resolve it, then approach your bank.

• Check if Money Came Back – Sometimes the refund happens automatically, but with a different message or description. You need to check your bank account statement to see whether you have received the refund.

• Wait for T+1 Day – Give it one working day. As per RBI rules, auto-reversal happens within T+1 day. If it has not been refunded, you need to file a written complaint with the bank.

Once you’ve completed this checklist, you’re ready to write a professional complaint letter to your bank.

Complaint Letter to Bank Manager – Format and Sample

Here’s a professional UPI failed transaction complaint format that you can use. This letter provides all the details your bank requires to resolve the issue more quickly.

Sample Complaint Letter:

Date: [Current Date]

To,
The Branch Manager
[Bank Name]
[Branch Address]

Subject: Complaint Regarding UPI Transaction – Amount Debited But Not Credited

Respected Sir/Madam,

I am writing to bring to your kind attention a UPI transaction issue. I made a UPI payment, but the amount was debited from my account even though the beneficiary did not receive it.

Transaction Details:

Account Holder Name: [Your Name]
Account Number: [Your Account Number]
Transaction Date: [DD/MM/YYYY]
Transaction Time: [HH:MM AM/PM]
Transaction Amount: ₹[Amount]
UTR Number: [12-digit UTR]
UPI App Used: [Google Pay/PhonePe/Paytm/Other]
Beneficiary UPI ID/Phone Number: [Receiver’s UPI ID]

The payment failed, and the beneficiary confirmed they have not received the amount. However, the money has been debited from my account, as visible in my bank statement.

As per RBI guidelines on failed UPI transactions, the amount should be auto-reversed within a T+1 working day. Since more than [number] working days have passed, I request that you kindly look into this matter urgently and credit the amount to my account at the earliest.

Attached Documents:

1. Screenshot of failed transaction
2. Bank statement showing money debited
3. UTR number reference

I request you to resolve this issue and refund the deducted amount within the stipulated time as per RBI regulations.

Thank you for your prompt attention to this matter.

Yours sincerely,
[Your Signature]
[Your Name]
Mobile: [Your Phone Number]
Email: [Your Email]

Pro Tip: Keep a copy of this letter for your records. If you’re submitting it in person, ask the bank to stamp and sign your copy as acknowledgment.

Email Complaint Format to Bank

If you prefer to email the bank’s customer service department, there is a shorter version of the UPI dispute complaint letter. You can copy and paste into the email body, enter the necessary details, and send.

To: [Bank’s Customer Service Email]

Subject: UPI Failed Transaction – Amount Debited But Not Received – Urgent Refund Request

Dear Sir/Madam,

I am a customer of [Bank Name] with Account Number: [Your Account Number].

I made a UPI payment on [Date] at [Time] through [App Name]. The transaction failed, but the amount of ₹[Amount] was debited from my account. The beneficiary has not received the money.

Transaction Details:

UTR Number: [12-digit number]
Amount: ₹[Amount]
Date & Time: [DD/MM/YYYY, HH:MM]
UPI App: [App Name]

It has been [number] working days since the transaction, and I have not received the auto-refund as per RBI’s T+1 day rule.

I request that you investigate this matter urgently and credit the amount to my account. I have attached screenshots for your reference.

Looking forward to your quick resolution.

Thank you,
[Your Name]
Mobile: [Your Number]
Customer ID: [If applicable]

Important: Attach clear screenshots of the failed transaction and bank statement when sending the email.

📥 Download Templates Now

Save your time! Download ready-to-use email templates for complaints. Just fill in your details and submit to your bank.

These templates already include all important fields, so you don’t need to worry about formatting.

📄 Word Format for Email complaint

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📑 PDF Format for Email complaint

✔ Fill easily on mobile or computer
✔ Clean and ready-to-submit format

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These templates are created in accordance with RBI guidelines and bank-approved formats. They’re being used by thousands of UPI users to get their money back!

What if the bank does not refund the money?

If the bank delays in responding to your complaint, there is no need to worry; there is a proper escalation process in place. Here’s what you should do step by step:

Step 1: Raise a Complaint with Your Bank

If your UPI application is completely not functioning, you may use this UPI not working complaint letter format. First, submit your complaint letter to the bank branch or email the bank. Keep proof of submission (like an acknowledgment receipt or email confirmation).

Wait for: 5 working days.

Step 2: Escalate to the Bank’s Grievance Redressal Officer

If the branch doesn’t respond or resolve your issue, escalate to the bank’s Grievance Redressal Officer. You can find their contact details on your bank’s official website under the ‘Customer Grievance’ or ‘Customer Service’ section.

How to escalate:

• Visit your bank’s website
• Go to ‘Customer Service’ or ‘Grievance Redressal.’
• Fill the online grievance form or send an email to the Grievance Officer
• Mention your original complaint reference number

Wait for: 30 days maximum (most banks respond within 15 days)

Step 3: File a Complaint with the RBI Banking Ombudsman

If your bank still doesn’t refund your money after 30 days, you can file a complaint with the Reserve Bank of India’s Banking Ombudsman. This is a free service.

How to file:

• Visit: https://cms.rbi.org.in
• Click on ‘File a Complaint’ or ‘Lodge a Complaint Online.’
• Fill in all details (bank name, transaction details, complaint history)
• Upload supporting documents (complaint letters, UTR, screenshots)
• Submit and note the complaint reference number

Important Conditions:

• You must have already raised the issue with your bank
• Either the bank didn’t reply within 30 days, or you’re not satisfied with their response
• File within 1 year from the date you received the bank’s response (or 1 year + 30 days if they didn’t respond)

The Banking Ombudsman is very effective. Most complaints are resolved within 30-60 days.

Step 4: File Cyber Crime Complaint (If Fraud Suspected)

If you suspect fraud or if someone scammed you through UPI, you should also file a cybercrime complaint alongside the bank complaint.

How to file:

• Visit: https://cybercrime.gov.in
• Click ‘Report Other Cyber Crimes’
• Select ‘Financial Fraud’ > ‘UPI Related Frauds’
• Fill in all details and submit

Note: This step is only if you were scammed or there’s suspected fraud. For regular technical UPI failures, stick to Steps 1-3.

NPCI (National Payments Corporation of India) manages the entire UPI infrastructure and acts as the settlement network between banks. Every UPI payment passes through NPCI, which verifies transaction details and ensures funds are transferred correctly.

If any technical error occurs during payment routing, NPCI initiates reconciliation between banks. This is one of the major reasons why refund delays sometimes occur during peak transaction hours or server maintenance periods.

Frequently Asked Questions (FAQ)

1. How long does a UPI refund take?

According to RBI rules, a failed UPI transaction should be auto-reversed within a T+1 working day. This means if your payment failed today, you should get your money back tomorrow (if it’s a working day). If the auto-refund doesn’t happen, banks have up to 5 working days to manually process the refund after you raise a complaint.

2. Can a UPI payment be reversed?

Yes, if the UPI payment failed (money debited but not credited to the receiver), it can and will be reversed. However, if the payment was successful and the receiver got the money, you cannot reverse it. In that case, you would need to request the receiver to send the money back to you.

3. What is a UTR number?

UTR stands for Unique Transaction Reference. It’s a 12-digit number assigned to every UPI transaction. Think of it like a tracking number for your payment. This number is crucial when you raise a complaint because it helps the bank identify your exact transaction among millions of transactions happening daily. You can find the UTR number in your UPI app transaction history or on your bank statement.

4. Who is responsible for the refund – the app or the bank?

Your bank is responsible for the refund. UPI apps like Google Pay, PhonePe, or Paytm are just intermediaries – they connect you to the banking system through NPCI. When a transaction fails, the money is held by the bank, not the app. That’s why you need to raise a complaint with your bank. However, you can first try contacting the app’s customer support, and they might help you connect with the bank.

5. Can I complain directly to RBI?

No, you cannot directly complain to the RBI as the first step. RBI’s Banking Ombudsman is an escalation mechanism, not the first point of contact. You must first raise your complaint with your bank and give them 30 days to respond. Only if the bank doesn’t resolve it or you’re unhappy with their response can you approach the RBI Banking Ombudsman.

6. Do I need to pay any fee to raise a complaint?

No, raising a complaint with your bank or with the RBI Banking Ombudsman is completely free. There are no charges. If anyone asks you for money to ‘help resolve’ your UPI issue, they’re likely trying to scam you. Stay away from such people.

7. Will I get compensation if the bank delays my refund?

Yes! If your bank takes longer than 5 working days to refund your money after you’ve raised a complaint, you’re entitled to compensation of ₹100 per day for every day of delay beyond the 5-day limit. Make sure to mention this in your complaint if applicable.

Conclusion

Getting your money stuck in a failed UPI transaction can be stressful, but remember – you have clear rights under RBI rules. Banks are legally required to refund your money within T+1 working day, and if not, within 5 working days after your complaint

Don’t forget to download our ready-to-use complaint letter templates (Word and PDF formats) from the top of this article. They’ll save you time and ensure you include all necessary details.

What is a UPI PIN, and Why Do You Need It?

Your UPI PIN is like your digital wallet password. Just as you need a PIN for ATM withdrawals, your UPI PIN lets you send money through UPI apps. This 4- or 6-digit code keeps your money secure.

Each time you send or receive money or make payments via UPI, you must enter your PIN. Without it, no transaction can be completed. Even if your phone is stolen, no one can transfer money without your UPI PIN.

Common Problems Users Face While Setting UPI PIN

Many people struggle with UPI PIN issues. Here are common problems users face:

• Forgot the PIN completely: You set up UPI months ago, used it a few times, and now you can’t remember the PIN. This happens to many people, especially when they use multiple payment apps.
• OTP never arrives: You’re trying to reset your PIN, but the OTP message isn’t arriving on your phone. Sometimes the message arrives 30 minutes after it’s already expired.
• Debit card details rejected: You enter card details correctly, but the app says “Invalid card details.” This can be frustrating.
• Too many failed attempts: After entering the wrong PIN 3 times, your UPI is temporarily blocked. You cannot make any payment, even for emergencies.
• Bank account not showing: You linked your bank account, but it doesn’t appear when you try to set your UPI PIN.
• SIM card in the wrong slot: Modern phones have two SIM slots. If your bank-registered mobile number is in Slot 2 instead of Slot 1, OTPs might not work.

These problems are common, but each has a simple solution covered in this guide.

Official Methods to Generate or Reset UPI PIN

There are two official ways approved by NPCI (National Payments Corporation of India) to create or reset your UPI PIN:

Using a Debit Card

This is the most popular and widely used method. Your debit card (also called an ATM card) is already linked to your bank account. The UPI app uses your card details to verify you are the account holder.

Why this method works well, Banks trust debit cards because they are physical proof of account ownership. When you enter the last 6 digits and expiry date, the bank’s system checks these details instantly. If those match, you can set a new PIN.

This method works for almost all banks in India. Whether you have an SBI, HDFC, ICICI, Axis, or any other bank account, your debit card can help you set up a UPI PIN.

Using the Aadhaar Card

Some banks now allow you to use your Aadhaar card instead of a debit card. This helps if you don’t have your debit card or if you’ve lost it.

When the Aadhaar method works: Your Aadhaar number must be linked to your bank account. Not all banks support this feature yet, but major banks like SBI, HDFC, and ICICI do.

The process is simple. You enter the first 6 digits of your 12-digit Aadhaar number, verify with an OTP sent to your Aadhaar-registered mobile number, and then set your PIN.

Interactive Tool: Find Your App-Specific Instructions

Below, you’ll find an interactive guide with exact steps for your UPI app and verification method. Select your app (PhonePe, Google Pay, Paytm, or BHIM) and choose whether to use your debit or Aadhaar card. The tool will instantly show you the complete step-by-step process, along with troubleshooting tips.

Step-by-Step Guide: Google Pay

Generate UPI PIN Using Debit Card in Google Pay

Step 1: Open the Google Pay app on your phone. Look for the profile picture icon in the top-right corner, then tap it.

Step 2: Tap on “Bank Account” from the menu that appears. You’ll see a list of all bank accounts you’ve added to Google Pay.

Step 3: Select the specific bank account for which you want to set or reset the UPI PIN.

Step 4: Tap on the “Forgot UPI PIN” option. Don’t worry if you’re setting it up for the first time – this option works for creating a new PIN too.

Step 5: Enter the last 6 digits of your debit card. You’ll find these numbers on the front of your card. Then enter the expiry date in MM/YY format.

Step 6: An OTP will be sent to your registered mobile number. Enter this OTP in the app.

Step 7: Now create your new 4-digit or 6-digit UPI PIN. Choose numbers that you can remember easily, but others cannot guess.

Step 8: Re-enter the same PIN to confirm it. Your UPI PIN is now set and ready to use.

Generate UPI PIN Using Aadhaar in Google Pay

Step 1: Open Google Pay and go to your profile section.

Step 2: Select “Bank Account” and choose your bank.

Step 3: Tap “Forgot UPI PIN” and select the Aadhaar authentication option.

Step 4: Enter the first 6 digits of your 12-digit Aadhaar number.

Step 5: You’ll receive an OTP on your Aadhaar-linked mobile number. Enter this OTP.

Step 6: Your bank will send another OTP. Enter that too.

Step 7: Set your new UPI PIN and confirm it.

Step-by-Step Guide: PhonePe

Generate UPI PIN Using Debit Card in PhonePe

Step 1: Launch the PhonePe app and tap your profile photo in the top-left corner of the home screen.

Step 2: Look for “Bank Accounts” under the Payment Methods section, then tap it.

Step 3: You’ll see your linked bank account displayed as a card. Tap on it.

Step 4: Find the “Reset” button next to the UPI PIN section and tap it.

Step 5: Choose “Debit/ATM Card” as your verification method and tap Proceed.

Step 6: Carefully enter the last 6 digits of your debit card. Then enter the expiry date exactly as shown on your card.

Step 7: An OTP will be sent to your registered mobile number. Type this OTP in the app.

Step 8: Create your new UPI PIN. Make sure it’s something secure but memorable.

Step 9: Confirm your PIN by re-entering it. Your PhonePe UPI PIN is now active.

Generate UPI PIN Using Aadhaar in PhonePe

Step 1: Open PhonePe and go to Profile, then Bank Accounts.

Step 2: Select your bank and tap the “Reset” option.

Step 3: Choose “Aadhaar Number” as your verification method and tap Proceed.

Step 4: Enter the first 6 digits of your Aadhaar card number.

Step 5: Verify using the Aadhaar OTP that arrives on your phone.

Step 6: Your bank will send a second OTP. Enter that as well.

Step 7: Set and confirm your new 4-digit or 6-digit UPI PIN.

Step-by-Step Guide: Paytm

Generate UPI PIN Using Debit Card in Paytm

Step 1: Open the Paytm app and tap your profile icon.

Step 2: Go to “UPI & Payment Settings” from the menu.

Step 3: Select your bank account from the list.

Step 4: Tap on the “Change PIN” or “Set PIN” option.

Step 5: Enter the last 6 digits of your debit card and the expiry date.

Step 6: An OTP will be sent to your registered mobile number. Enter it in the app.

Step 7: Create your new UPI PIN and confirm it by entering it twice.

Generate UPI PIN Using Aadhaar in Paytm

Step 1: Open Paytm and go to Settings.

Step 2: Navigate to the Bank Account section and tap “Reset PIN.”

Step 3: Select the “Aadhaar Card” verification option.

Step 4: Enter your Aadhaar details as requested.

Step 5: Verify using the Aadhaar OTP and bank OTP.

Step 6: Choose and confirm your new UPI PIN.

Step-by-Step Guide: BHIM App

Generate UPI PIN Using Debit Card in BHIM

Step 1: Open the BHIM app on your phone.

Step 2: Tap “Bank Account,” then select your bank from the list.

Step 3: Tap the “Reset UPI PIN” option.

Step 4: Enter the last 6 digits of your debit card and the card’s expiry date.

Step 5: Verify the OTP sent to your mobile number.

Step 6: Set your new UPI PIN and confirm it.

Generate UPI PIN Using Aadhaar in BHIM

Step 1: In the BHIM app, go to the Bank Account section.

Step 2: Tap “Reset UPI PIN” and select the “Aadhaar Card” option.

Step 3: Enter the first 6 digits of your Aadhaar number.

Step 4: Verify using both Aadhaar OTP and bank OTP.

Step 5: Create and confirm your new UPI PIN.

Understanding UPI Error Codes

Sometimes when you’re trying to set or use your UPI PIN, you might see error codes on your screen. These codes tell you what went wrong. Understanding them helps you fix problems quickly instead of getting frustrated. Here’s a simple table explaining common UPI error codes you might encounter.

Complete List of UPI Error Codes and Solutions

👉 “If your error code is not listed, contact your bank or UPI app support.”

If your error code problem is unresolved or money is debited but not credited, you can use this complaint letter format to raise an issue with your bank – complaint letter format to raise an issue with your bank

Quick Troubleshooting Tips

OTP Not Received

If your OTP isn’t arriving, first check that your phone has a strong network signal. Look at the signal bars on your screen. Sometimes messages are delayed by network traffic, especially during peak hours between 6 PM and 9 PM.

Make sure your SIM card is active and can receive SMS. Try sending a text message to a friend to verify. Also, check if your inbox is full. Some phones stop receiving messages when storage is full.

The most important thing: your bank-registered mobile number should be in SIM Slot 1. Many phones support dual SIMs, and OTPs often don’t work when the registered number is in Slot 2. Swap SIMs if needed.

Wrong UPI PIN Attempts

After three wrong PIN attempts, UPI automatically blocks your access for 24 hours. This is a security feature to protect your money from unauthorized access. Don’t panic – your money is safe.

During this 24-hour period, don’t keep trying to reset the PIN. Wait patiently. After 24 hours, you can reset your PIN using the methods described above.

If you frequently forget your PIN, write it down on a piece of paper and keep it safe at home. Don’t store it on your phone or email.

Bank Server Issues

Sometimes bank servers go down for maintenance or become overloaded during festival seasons when many people are making payments. You’ll see messages like “Bank server not responding” or “Service temporarily unavailable.”

There’s nothing you can do except wait. Don’t repeatedly tap the retry button; this won’t help. Wait at least 30 minutes, then try again. You can check your bank’s official social media pages to see if they’ve announced any maintenance schedule.

SIM or Mobile Number Mismatch

Your UPI PIN can only be set if you’re using the same mobile number that’s registered with your bank account. If you’ve changed your phone number recently but haven’t updated it at the bank, UPI won’t work.

Visit your bank branch with your ID proof and request an update to your mobile number. This usually takes 10 minutes. Some banks also allow mobile number updates through internet banking or their app.

Safety Tips to Protect Your UPI PIN

Your UPI PIN is like the key to your bank locker. Keep it safe with these tips:

• Never share your UPI PIN with anyone: No bank employee, no customer care executive, no police officer will ever ask for your UPI PIN. If someone asks for it, they are trying to cheat you.
• Don’t use obvious PINs: Avoid using 1234, 0000, your birth year, or repeated numbers. Fraudsters try these combinations first.
• Cover your screen when entering PIN: In shops or public places, use your other hand to cover the screen when typing your PIN. People around you should not see it.
• Don’t save PIN on your phone: Never take a screenshot of your PIN or save it in notes, messages, or email. If your phone is stolen, criminals will have easy access to it.
• Change PIN if phone is lost: If you lose your phone or it is stolen, call your bank’s customer care and request that UPI be blocked. Then reset your PIN once you get a new SIM card.
• Beware of fake payment apps: Only download UPI apps from the Google Play Store or Apple App Store. Never download UPI apps from links sent in messages or emails.
• Check payment requests carefully: When you receive a payment request, verify the sender’s name and amount before entering your PIN. Scammers sometimes send fake requests hoping you will approve by mistake.

When You Should Contact Your Bank

Some UPI problems can only be solved by your bank. Contact your bank’s customer care in these situations:

• Debit card not linked to account: If the UPI app says your card details are invalid even though you’ve entered them correctly, your debit card might not be linked to UPI services. The bank needs to enable this feature.
• Account not showing in UPI app: Sometimes, after adding your bank account to the UPI app, it doesn’t appear when you try to set a PIN. This means the account isn’t registered for UPI. Your bank can fix this.
• Money debited, but transaction failed: If money was deducted from your account but the receiver didn’t receive it, contact your bank immediately. Don’t try to send money again. The amount usually gets refunded within 2-7 days, but reporting it helps speed up the process.
• Aadhaar not linked: If you want to use the Aadhaar method but can’t, your Aadhaar might not be linked to your bank account. Visit your branch with your Aadhaar card to link it.
• Account frozen or suspended: If you see messages saying your UPI account is frozen or suspended, only your bank can resolve this. Visit the branch with your ID proof.

You can find your bank’s customer care number on the back of your debit card, in your passbook, or on the bank website.

If your UPI problem continues or your transaction fails repeatedly, you can submit a written complaint to your bank using this ready format: UPI Not Working? Letter to Bank Manager (Sample Complaint Format).

Frequently Asked Questions

Can I set different UPI PINs for different apps?

No. Your UPI PIN is linked to your bank account, not to the app. If you set a PIN in Google Pay for your SBI account, the same PIN works in PhonePe, Paytm, and all other UPI apps for that same SBI account. However, if you have accounts with different banks, each account can have its own UPI PIN.

How long does it take to set a UPI PIN?

The process takes 2-3 minutes if you have your debit card or Aadhaar details ready. PIN activation is instant. Once you confirm your PIN, you can start making payments immediately.

Can I use UPI without a debit card?

Yes, if your bank supports Aadhaar-based authentication. For the first-time setup, most banks require either a debit card or Aadhaar. Once your PIN is set, you do not need the debit card again for regular transactions.

What happens if I enter the wrong UPI PIN multiple times?

After three consecutive wrong attempts, your UPI gets blocked for 24 hours. This is automatic security protection. After 24 hours, you can reset your PIN using the debit card or Aadhaar method.

Is it safe to link my bank account to multiple UPI apps?

Yes, it is safe. You can link the same bank account to Google Pay, PhonePe, Paytm, and BHIM simultaneously. Your money is protected by your UPI PIN, which only you know.

Can I change my UPI PIN anytime?

Yes, you can change your UPI PIN as many times as you want. Use the “Change PIN” or “Reset PIN” option in your UPI app and follow the same process with your debit card or Aadhaar.

Do I need the internet to set the UPI PIN?

Yes, you need an active internet connection (mobile data or WiFi) to set or reset your UPI PIN. The OTP is sent via SMS, but verification happens online.

Will my UPI PIN work if I change my phone?

Yes. Your UPI PIN is stored at your bank’s server, not on your phone. When you install a UPI app on your new phone and add your bank account, the same PIN will work. You do not need to create a new PIN.

Conclusion

Setting up or resetting your UPI PIN is a simple process once you know the steps. Whether you use Google Pay, PhonePe, Paytm, or BHIM, the process is similar across all apps. Keep your debit card details handy, ensure you are using the registered mobile number, and follow the steps carefully.

Remember that your UPI PIN is your monetary safety. Never share it with anyone, no matter how urgent they make it sound. Banks and payment companies do not ask for your PIN.

If you face any problems that the troubleshooting tips do not solve, contact your bank’s customer care. They are there to help you.

Digital payments have made life easier. With UPI, you can pay anyone, anywhere, anytime within seconds. By keeping your PIN secure and following safe practices, you can enjoy the convenience of UPI without worries.

Stay safe, pay smart, and enjoy the convenience of instant digital payments.

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:

1. Follow up with the branch after 2–3 working days.
2. Contact the bank’s customer care.
3. 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.

As a banker, I have seen a lot of customers coming to the bank to make a complaint about UPI transaction failure, and they get the money back, but they waste a lot of time as they do not give the complaint in the correct format.

This article gives you:
• Exact UPI transaction failed complaint letter format
• Ready-to-use email and letter templates
• Real bank timelines
• Downloadable editable Word formats for letter and email.

What Is a UPI Transaction Failed Issue?

A UPI transaction is considered failed when:
• The amount is debited from your account and does not reach the receiver, and the status shows as
• Failed
• Pending
• Processing
• Debited but not credited

When you approach a bank, in most cases, it is said that the money will be automatically reversed to the account, which is correct. Still, there are cases where the amount is not received back to the account even after the specified time limit. In such a case, you must raise a written complaint.

Where Should You Submit the Complaint?

You should write a complaint letter to the bank for a failed UPI transaction when the initial resolution has failed, and the amount has not been reversed after 3 working days.

UPI App (First Level)

If you’ve used apps like Google Pay, PhonePe, or Paytm, then you can raise the issue related to UPI from the app itself. Go to your profile section in the app and in the menu select the help section. From there, you can raise a complaint. There is also an in-app chat feature where you can chat and raise a complaint. In most cases, the complaint is resolved within 24-48 hours or T+1 day.

Bank Email ID (Second Level)

If the amount is not auto-reversed within 3 – 4 working days, you can send an email to the bank’s customer card department in which you hold an account. You can check the bank website, where you can find the complaint email id or get a link to raise a complaint online.

Branch Visit (If Required)

Suppose your complaint is not resolved over email or after speaking to the customer care department of the bank. You can visit the branch and submit a letter regarding the UPI payment not processed. You must mention the transaction detail, date, amount, and reference no. in the letter; this will help to solve the issue fast.

NPCI / RBI Escalation (Last Step)

If the complaint is not resolved in 30 days, then you can use the RBI CMS portal (cms.rbi.org.in) for Ombudsman escalation.

What information should you mention in the complaint letter to the bank?

The bank will be able to resolve the UPI refund issue quickly only when the complaint letter has all the details required. The complaint letter to the bank should have the following details :

1. Transaction ID (UTR)
2. Date of transaction
3. Amount debited
4. Sender bank name
5. Receiver name / UPI ID
6. Your registered mobile number

This information will make the resolution fast, reduce the delay in the refund, and save a lot of your time and the bank’s as well.

UPI Transaction Failed Complaint Letter Format

Below is the letter format that is accepted by the bank and can be printed and submitted to the bank after filling in the necessary details. I have also given the email format, which can be used to send emails; this will save you a lot of time.

Download Editable Word Formats

✔ Editable and ready to use
✔ Accepted by all Indian banks

🔽 UPI Transaction Failed – Complaint Letter (Word Format)
👉 Download Letter Format (.DOCX)

🔽 UPI Transaction Failed – Complaint Email (Word Format)
👉 Download Email Format (.DOCX)

👉UPI Transaction Failed Complaint Letter to Bank

To

The Branch Manager

(Bank Name)

(Branch Name)

Subject: Complaint regarding failed UPI transaction – amount debited but not credited

Dear Sir/Madam,

I have initiated a UPI transaction from my bank account, which has been debited from my account.

The transaction details are as follows:

• Account Holder Name:
• Bank Name:
• Registered Mobile Number:
• UPI Transaction ID (UTR):
• Date of Transaction:
• Amount Debited:

The said transaction is showing as failed, the amount has been debited from my account, but the same has not credited to my account to date.

Kindly look into the matter and get the amount credited back to my account at the earliest.

For reference, I am attaching a transaction screenshot.

Kindly treat this as urgent and do the needful.

Thanking you.

Yours sincerely,

Your Full Name

Mobile Number

Email ID

👉UPI Transaction Failed Complaint Email Format (Fastest Method)

Email Subject Line (Very Important)

Subject: UPI Transaction Failed – Amount Debited – Request for Refund

Email Body

Dear Customer Support Team,

I am writing to inform you about a failed UPI transaction where the amount has been debited from my account but not credited to the beneficiary.

Transaction details are mentioned below:

• Name:
• Bank Name:
• UPI ID:
• Registered Mobile Number:
• UTR/Transaction ID:
• Transaction Date:
• Amount: ₹

Even after waiting for more than 24 hours, the amount has not been reversed. Please investigate the issue and process the refund at the earliest.

The transaction screenshot is attached for reference.

I appreciate your support.

Regards,

[Your Name]

Common mistakes people make while writing a letter to the bank.

Avoid these errors:

• ❌ Not mentioning the UTR number
• ❌ Writing emotional complaints
• ❌ Complaining only on app chat
• ❌ Visiting the branch without proof
• ❌ Not keeping screenshots

How Long Does a Bank Take to Refund Failed UPI Transactions?

Real timelines (not marketing promises):

• Auto refund: Within 24-48 hours
• Manual complaint resolution: 3–7 working days
• Complex cases: Up to 10 working days

👉 If no response after 7 days, escalate.

Frequently Asked Questions (FAQs)

1. Will I definitely get my money back?

Yes, if the transaction genuinely failed.

2. Is a complaint letter mandatory?

Not mandatory, but highly effective.

3. Can I send the same letter to any bank?

Yes, the format works for all Indian banks.

4. Should I complain to the sender or the receiver bank?

Always start with your bank.

Final Advice

UPI problems are common.

A wrong complaint format delays a refund.

Use:

• Proper subject line
• Clear transaction details
• Written communication

This single step saves days of follow-ups.