Manage Google Pay issues, security, and fraud

You can troubleshoot failed transactions, missing rewards, or account setup issues using the steps below.

Fix transaction issues

Unable to send or receive money

To troubleshoot a failed transaction:

1. If you are on Wi-Fi, turn on mobile data, or use a different internet connection.

2. Send a smaller amount of money.

3. Use a different method. Tap  New and enter the phone number or UPI ID instead of using the recent contacts icon.

4. Check if the recipient has linked their bank account to Google Pay.

5. Check if you have reached your  transaction limit .

Fix problems sending or receiving money . 

Money deducted but transaction failed

Banks usually take up to 3 business days to add money back to your account. Check your bank account statement to verify the reversal. Learn how to  fix problems with a transaction.

Transaction successful but recipient hasn't received money

Wait 3 business days. Your bank will either add the money to the recipient's account or return it to your account. If the money isn't added within 3 business days, raise a dispute in the Google Pay app .

Money sent to the wrong person

You can't cancel UPI payments after they are initiated. They are direct bank-to-bank transfers. Contact the receiver to request the money back. If you can't reach them, contact your bank.

Merchant or bill payment not updated

Merchants:

• If your transaction failed:Google Pay usually resolves these issues within hours, but it may take up to 5 business days. Check your bank statement for a reversal marked as "UPI-REV" or "UPI-RET," followed by the transaction ID.

• If your transaction is in process for less than 3 business days:Your payment issue will be resolved within those 3 business days. You will either get the services or a reversal will be initiated.

• If your transaction has been in process for more than 3 business days: Check with the merchant to see if the transaction was successful, and check your bank statement for a reversal marked with "REV" along with the UPI RRN. 

Bills:

• In your transaction history, tap the payment to check the status.
• If the stated number of days passes and the biller hasn't received the money, contact your biller.   Learn how to pay bills using Google Pay . 

To raise a dispute or create a ticket for a transaction:

1. On your device, open the Google Pay app

2. Tap  Show transaction history.

3. Tap the transaction you want to dispute.

4. Tap  Having Issues (or  Get Help for bill payments).

5. Tap  Payment issue (or  Stuck payment) >  Create a ticket.

6. Follow the on-screen instructions.

7. Tap  Submit bank statement.

8. Under the "Add attachment" section, add the required bank statements.

9. Tap  Submit documents.

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

Note: Google Pay is only a payment platform. To file a chargeback for a merchant transaction, contact the merchant and your bank.  Fix issues with orders or payments to merchants

Fix reward and referral issues

Scratch card not received

To receive a scratch card, make sure that:

• You have not yet reached the maximum limit of 100 referral rewards.

• You sent the correct referral link or code.

Referral cash back not received

To receive cash back for a referral, make sure that:

• You have not yet reached the maximum limit of 50 referral rewards.

• You sent the correct  referral link  or  referral code .

• The person you invited signed up using your link or code, hasn't created a Google Pay account before, and made a successful first payment.

Reward pending or successful but not in bank account

Wait up to 7 business days for the reward to reflect in your bank account. Do not change your form of payment in Google Pay during this period. Check your bank statement  for a credit entry.

At times, the reward doesn't show in the app but you can see a credit in your account. 

Fix problems receiving rewards . 

Fix account and setup issues

Unable to add a bank account

Make sure your bank works with UPI and that you use the latest version of the app.

To add a bank account:

1. At the top right, tap your  Profile photo >  Bank account.

2. Tap  Add bank account.

3. Choose your bank from the list.

4. Give Google Pay permission to send a verification SMS to your bank.

5. Enter your existing UPI PIN. If you don't have one, enter your debit card information.

Fix problems adding a bank account . 

Learn about GPay WhatsApp Communications

Identify official Google Pay WhatsApp messages

Google Pay India uses WhatsApp to send updates, promotions, and marketing materials to users and merchants. Always verify that a message is genuinely from Google Pay.

Official Google Pay WhatsApp messages include:

• Verified blue badge: A blue checkmark next to the contact name indicates a verified WhatsApp Business Account.

• Official phone numbers: Google Pay only contacts users from  +91 90634 39759 and merchants from  +91 91546 78933. 

  • Important:If a message claims to be from Google Pay but is sent from any other phone number, it is fake. Block and report the contact directly within WhatsApp.

• One-way messaging: WhatsApp is used for one-way communications. You can't use these chats for customer support.

• Official branding: Messages use official Google Pay branding, logos, and professional language.

What Google Pay sends on WhatsApp

Google Pay uses WhatsApp to send:

• Consumer promotions: Information regarding Google Pay products, feature updates, and official rewards or offers.

• Merchant marketing: Updates, tips, and promotional materials tailored for merchants.

What Google Pay doesn't ask for

To protect your account, Google Pay will never ask you to:

• Share personal information, such as your UPI PIN, OTPs, passwords, or full bank account details.

• Send money directly via a WhatsApp chat link or demand payment to resolve an issue.

• Click links that direct you to websites outside of the official google.com domain.

Handle suspicious messages

If a message lacks the blue verification badge, comes from an unverified number, or asks for sensitive information:

1. Don't reply or click on any links.

2. Don't share any PINs or OTPs.

3. Block and report the contact directly within WhatsApp.

4. Reach out exclusively through the official Google Pay App Help section.

Report fraud

To report a fraudulent transaction or issue instructions to stop a payment:

1. Contact your bank for immediate support. Banks offer 24x7 support for fraudulent transactions.

2. Reach out to the cybercrime police department in your local jurisdiction.

3. Use this  form to report it to Google Pay.

Note:A UPI PIN is required to be entered on the Google Pay app to send money, not to receive money. Ignore requests that ask you to receive money by entering your PIN.

Unresolved complaints

If your issue is unresolved for more than 30 days, you can write to the Google Pay Nodal officer:

Name: Rahul Dhiman
Email: nodal-gpay@google.com
Address: Google India Digital Services Private Ltd., 5th Floor, DLF Centre, Block 124, Narindra Place, Sansad Marg, New Delhi Central, New Delhi-110001, India