अक्सर पूछे जाने वाले सवाल

The transaction failed but the amount got deducted from the bank account.

Banks usually take up to 3 business days to add money back to your account. Please wait for your bank to complete the reversal. Refer to the bank account statement to verify if your transaction has been reversed.

Raise a dispute for the concerned transaction from your app:

1. Open the Google Pay app .
2. Tap Show transaction history.
3. Tap the transaction you want to dispute.
4. Tap Having Issues.

To create a ticket:

1. Tap Payment issue  Create a ticket.
2. Follow the on-screen instructions.
3. Tap Submit bank statement.
4. In the "Add attachment” section, add the required bank statements.
5. Tap Submit documents.

For more details, refer to Fix problems with transaction

The transaction is processed/successful but the amount was not added to the recipient bank account.

Wait for 3 business days, within which the bank should add the money to the recipient account or reverse the same to your account. If money is not added within 3 business days, please reach out to us.

1. Open the Google Pay app .
2. Tap Show transaction history.
3. Tap the transaction you want to dispute.
4. Tap Having Issues.

To create a ticket:

1. Tap Payment issue  Create a ticket.
2. Follow the on-screen instructions.
3. Tap Submit bank statement.
4. In the "Add attachment” section, add the required bank statements.
5. Tap Submit documents.

For more details, refer to Fix problems with transaction 

मैंने गलत व्यक्ति को पैसे ट्रांसफ़र कर दिया. मैं अपना लेन-देन कैसे रद्द करूं?

UPI पेमेंट शुरू करने के बाद, उसे रद्द नहीं किया जा सकता, क्योंकि ये सीधे बैंक से बैंक में ट्रांसफ़र होते हैं. अगर पैसे पाने वाले व्यक्ति के खाते में पैसे पहुंच गए हैं, तो पैसे पाने वाले व्यक्ति से संपर्क करके, पैसे वापस भेजने का अनुरोध करें. अगर इससे समस्या हल नहीं होती है, तो ज़्यादा मदद के लिए अपने बैंक से संपर्क करें.

The merchant transaction is successful/processing but the payment was not updated.

• If the transaction is successful:

To file a chargeback, contact the merchant and your bank. Google Pay is only a payment platform.

• If the transaction is in process:
  • Less than 3 working days:
    I understand your concern. Your payment issue will be resolved in 3 business days. You'll either get the services or a reversal will be initiated.
  • More than 3 working days:
    For further clarification, check with the merchant if the transaction is successful. Check your bank statement for the reversal. In your bank statement, you'll find “REV” along with the UPI RRN.

    Raise a dispute for the concerned transaction from your app:

1. Open the Google Pay app .
2. Tap Show transaction history.
3. Tap the transaction you want to dispute.
4. Tap Having Issues.

To create a ticket:

1. Tap Payment issue  Create a ticket.
2. Follow the on-screen instructions.
3. Tap Submit bank statement.
4. In the "Add attachment” section, add the required bank statements.
5. Tap Submit documents.

For more details, refer to Fix issues with orders or payments to merchants

The merchant transaction failed but the payment was not updated.

The issue will be resolved within 5 business days (usually within hours) from the date of payment initiation. During this period, money will be transferred  to your bank account. Check your bank statement to verify the same. It usually shows up as "UPI-REV" or "UPI-RET," followed by the UPI transaction ID that you find in Google Pay. 

For more details, refer to Fix issues with orders or payments to merchants

The bill payment transaction is settled/processing but the payment was not updated. 

Step 1: See how long it takes to pay the biller

1. Find your payment and check the status.
2. If the status says 'Success', you’ll see how many days it might take for the money to reach the biller.

Step 2: Wait, then check your bill status

After the stated number of days, check with your biller to confirm that the money has been paid.

Step 3: Let us know if the biller hasn't received the money

1. Open the Google Pay app .
2. Tap Show transaction history.
3. Tap the transaction you want to dispute.
4. Tap Get Help.

To create a ticket:

1. Tap Stuck payment  Create a ticket.
2. Select a reason for the dispute.
3. Tap Raise dispute.

For more details, refer to Pay bills using Google Pay

The bill payment transaction failed but the payment was not updated.

Raise a dispute for this transaction.

1. Open the Google Pay app .
2. Tap Show transaction history.
3. Tap the transaction you want to dispute.
4. Tap Get Help.

To create a ticket:

1. Tap Stuck payment  Create a ticket.
2. Select a reason for the dispute.
3. Tap Raise dispute.

After you file a dispute, you should have an update from our team within 3 business days.

For more details, refer to Pay bills using Google Pay

Scratch card not received after sending money on Google Pay.

The reward is pending or successful, when will the amount be added to the bank account. You did not receive the cash back for referral in Google Pay.

Check your eligibility

Make sure that you:

• Have earned less than 100 referral rewards. 
  • You can earn up to 100 referral rewards.
• sent the correct referral link or referral code.

The reward is pending/successful, when will the amount be added to the bank account?

Wait for 7 business days for the reward to reflect in your bank account. Also, please remember not to change your form of payment in Google Pay during this period.

For more details, refer Fix problems receiving rewards 

You did not receive the cash back for referral in Google Pay.

Step 1. Check your eligibility

Make sure that you:

• have earned fewer than 50 referral rewards. You can earn up to 50.
• sent the correct referral link or referral code.

Make sure that the person you invited:

• signed up using your referral link or referral code.
• didn’t sign up using a referral link or code that someone else shared with them.
• hasn’t created a Google Pay account before.
• has made a successful first payment.

Step 2.  Check your bank account

At times, the reward does not show in the app but you can see a credit in your account. Please look for any credits. 

For more details, refer to Troubleshoot problems receiving rewards.

Cash back was received but the amount has not been credited in my account in Google Pay.

If your reward is pending, check your bank statement for a credit entry. If the credit isn’t reflected yet, wait for 7 business days.

You are unable to do any transaction in Google Pay.

Please use the following steps to troubleshoot the issue and try again:

1. If you’re on WiFi, turn on mobile data, or a different internet connection.
2. Send a smaller amount of money.
3. Use a different method. For example, if you are using the recent contacts icon on the home screen to send money, try sending the money by tapping “New” and entering phone number or UPI ID.
4. Check if the recipient has linked their Bank Account to Google Pay.
5. Check if you’ve reached your transaction limit

For more details, refer Fix problems sending or receiving money

You are unable to add bank account in Google Pay.

 You can add a bank account to your Google Pay by following the steps below:

1. Check to make sure that your bank works with UPI. If it doesn’t, your bank account won’t work with Google Pay.
2. Open Google Pay .
3. Note: Make sure that you're using the latest version of the app. If you're not sure, try to update the app.
4. At the top right, tap your photo Bank account.
5. Tap Add bank account.
6. Choose your bank from the list. If you don’t see your bank, it doesn’t work with Google Pay yet.
7. Note: You might need to give Google Pay permission to send a verification SMS to your bank.
8. If you have an existing UPI PIN, you'll be asked to enter it.
   • If you don’t remember your PIN, tap Forgot PIN and follow the instructions.
   • If you don't have a UPI PIN, enter your debit card information.

For more details, refer Fix problems adding a bank account 

How do I report fraud?

If you suspect fraud or want to issue instructions to stop payment, or want to report any fraudulent transactions in your account, we suggest the following:

1. Please get in touch with your respective bank for immediate support and guidance. Banks have 24 x 7 support and you will be able to report a fraudulent transaction even during non-working hours.  
2. We suggest you reach out to the cyber crime police department in your local jurisdiction.
3. Please use this form to report it to us. Your request will be evaluated against our policies and we will review and take action as appropriate.

Please note that a UPI PIN is required to be entered on the Google Pay App to send money and not to receive money. Fraudsters may initiate a request making you believe that you will receive money by entering your PIN. Please be careful and ignore/reject such requests. 

मेरी शिकायत का समाधान 30 दिनों से नहीं किया गया है

अगर आपकी समस्या 30 से ज़्यादा दिनों तक हल नहीं होती है, तो Google Pay के नोडल ऑफ़िसर को ईमेल लिखें:

नाम: राहुल धीमान

ईमेल पता: [e-mail]

पता: Google India Digital Services Private Ltd., पांचवीं मंज़िल, डीएलएफ़ सेंटर, ब्लॉक 124, नरिंद्र प्लेस, संसद मार्ग, नई दिल्ली सेंट्रल, नई दिल्ली-110001, भारत