Fix problems with a donation

If you donated money to an organisation but they haven’t received it yet, use the information below to help you troubleshoot.

Important: After you’ve donated money, you're unable to cancel the transaction.

Step 1: Check transaction status

  1. Open Google Pay Google Pay.
  2. Scroll to your contacts and charities.
    • To find all transactions: At the bottom, tap All transactions.
    • To find transactions with a specific charity: Tap the charity.
  3. To find more details, click a transaction.

Payment processing

It might take up to 3 days for your bank to complete the transaction. After the processing period, the transaction status will change to either 'Success' or 'Failed'.

Tip: Don’t try to make the same payment again while the status is 'Payment processing'.

Success

If the transaction is successful, the charity will get the money.

Failed

If the transaction failed, the money will be put back into your account.

Receipt

If you donated to a private organisation, you’ll receive your donation receipt directly via email. For donations to a government-owned organisation, you’ll have to go to their website and download your receipt.

Step 2: Wait 3 days

Wait for your bank to complete the transaction. If it’s been 3 days or less since your transaction, customer support can’t help yet.

Step 3: Check bank statements

Sometimes banks take extra time to transfer money. Ask the charity to check their bank statement to see if they received the money.

If a transaction failed, check your own bank statement for the money. The entry will say 'UPI-REV' or 'UPI-RET' followed by the UPI transaction ID.

Step 4: Report the transaction

If the money hasn't been received after 3 business days:

  1. Open Google Pay Google Pay.
  2. Open the transaction that you want to report.
  3. At the top right, tap More Moreand then Raise a dispute.
  4. Tap Continue.

Most disputed transactions are resolved within 2 weeks.

Tip: Only the sender can report a transaction.

Was this helpful?
How can we improve it?