If you are contacting us regarding an issue with a transaction made in last 3 working days, please know that we are working closely with our banking partners to resolve them. We request you to wait for 3 working days and keep checking your latest bank statements for updates on the status of your payment.

Protecting against fraud or unauthorised activity

At Google Pay, we consider it our highest responsibility to safeguard your hard-earned money and protect you against payment fraud.

We use the best of Google's artificial intelligence and fraud prevention technology to identify suspicious transactions in real time. We also work actively with the rest of the industry to build technologies that keep you safe.

However, sometimes scammers can ask you to take some deliberate actions that may lead you to lose money to them. This is why it is important for you to know about the dos and don'ts if you happen to be in such a situation.

How does authentication work in Google Pay?

Google Pay comes with two layers of protection.

The first step [optional] unlocks the payment application and the second step (UPI PIN) lets you complete the payment process. Google Pay advises you to keep your UPI PIN secret in the same way as you would keep your ATM PIN secret.

In the event of any suspicious activity, you should contact your bank and report it immediately.

What to do when you receive suspicious calls?

Here are some examples on how to handle calls without context.

When you receive a call from an unknown number, be very alert. If they claim to be calling from your bank/retailer/insurance but you don’t recognize them, be wary. If the conversation turns to asking information about government IDs, documents, personal financial data like your PIN, bank account number, UPI ID, please do not share these details.

You are not required to share these details with anyone, no matter how convincing they sound.

Things you should never do in case of a suspicious call or message:

  • Do not accept any payment requests for making an instant transaction, especially while on the call or while online, in instances where the caller says they are standing by.
  • Do not click on a link sent by SMS or email
  • Do not download or install an app or file while on the call
  • Do not share your phone screen using a software or web link that they send you.
  • Do not reveal your UPI PIN, UPI ID or any bank details over the phone.
  • Do not fill in an online form, even if it looks legitimate. Fraudsters often create fake web pages that appear familiar or genuine, with logos and designs that resemble your bank or app.

What to always keep in mind?

Google Pay has provided certain guidelines that you should always keep in mind.
  • Your UPI PIN is only needed to send money and check balance. Receiving payments needs no PIN. In case someone asks you to enter your PIN, it means you are approving an outward payment, i.e. a payment from your bank account.
  • Never share the OTP you receive to log into your Google Pay account.
  • Never make a financial transaction — be it a recharge, bill payment, or anything else while distracted.
  • Never do it under pressure with someone on the phone line.
  • Never share sensitive personal details on social networking sites.
  • Never transfer funds without confirming a person's identity.
  • Never use screen-sharing apps when you make a transaction.

Some helpful tips to make your Google Pay payments safe:

Keep your UPI PIN secret: Your UPI PIN is just like your ATM PIN. Never share it with anyone.
Keep your Google Pay log-in OTP a secret. Do not share it with anyone.
Only download trusted apps: Harmful apps, such as screen-sharing apps, can access personal information that you enter on your screen.
Be cautious of sharing your UPI PIN on websites or forms sent to you via a link.
You don't need to enter your UPI PIN to receive money: Entering your UPI PIN means that you are paying someone. Pay attention to which direction your money is moving in.
Only use your payment app to reach customer care: Find genuine support details in the Help/Support section of your Google Pay app. Avoid untrusted numbers that may be listed on the Internet.

What to do if you are a victim of a fraud transaction?

Instantly report any irregularities in your transactions to your bank and the government's cyber crime unit. We recommend that you do the following if you suspect fraud on your Google Pay transaction:

  • Report transaction to your bank
  • We suggest that you contact the cyber crime police department in your local jurisdiction.
Give feedback about fraudulent transactions

We strive to provide a safe and secure experience for our users with the most advanced artificial intelligence (AI) and machine learning (ML) technologies. Our user community plays a critical role in providing proactive and recent information about scammers.

You can give feedback in three ways:

  1. Report it to us using this form: The details you share will help us improve our systems to identify and take action against fraudulent profiles.
    • Use the above form only to report information about a fraudulent transaction. If you have any other issues with a payment, like if your payment is stuck, please raise a dispute or contact us.
  2. Report user: Report a suspicious user.
    1. Go to Google Pay Google Pay.
    2. Click the user’s profile.
    3. At the top right, click More More Report user
  3. Push notifications: To confirm whether a transaction is safe or not, Google Pay may send notifications.

GPay sample of safe recent payment

GPay sample of confirmation

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