Fix problems sending or receiving money

If you can’t send or receive money or the transaction fails, try the following.

Tip: If you have problems with an existing transaction, fix problems with transaction.

Unable to send money

Check for the following:

1. Check for an active internet connection. Transactions can't be made offline.
   • If you don’t have an active internet connection, try again when you're connected to the internet.
   • If you have an active internet connection, move to the next step.
2. Check if you have a valid bank account on Google Pay.
   • If you don’t have a valid bank account on Google Pay, you’ll need to first link an account to send or receive money.
   • If you have a valid bank account added to Google Pay, move to the next step.
3. Make sure your Google Pay app is updated. Check for any pending app updates by following the steps below:
   1. Go to the Google Play Store.
   2. Check for updates to the Google Pay app .
   3. Update the app.
      • If your Google Pay app is updated, move to the next step.
4. Check if you added more than one UPI ID.

   Sometimes, your payment might fail if the UPI handle you use experiences issues.

   • To create a new UPI ID:
     1. Open Google Pay .
     2. At the top right, tap your Profile photo.
     3. Under the “Set up payment methods” section, tap Bank account.
     4. Select the bank account where you want to create a new UPI ID.
     5. Select Manage UPI IDs.
     6. Next to the UPI ID you want to create, tap Add .
   • If you already created an additional UPI ID, move to the next step.
5. Check for the status of the recipient's Google Pay app. Confirm if the recipient has linked their bank account to their Google Pay app.
   • If you’re unsure if the recipient has linked their bank account on Google Pay, you can send money directly to them if you know their bank account number and IFSC code.
   • If the recipient has the Google Pay app on their phone and has already added their bank account, move to the next step.
6. Check if you reset the UPI PIN on Google Pay or any other UPI app.

   If you enter your UPI PIN incorrectly 3 times, you can’t make transactions through UPI for the next 24 hours.

   To proceed, you can either wait 24 hours to transact again, or reset your UPI PIN immediately to make payments again. To reset your UPI PIN:

   1. Open the Google Pay .
   2. At the top right, tap Profile picture Bank account.
   3. Tap the bank account for which you want to reset the UPI PIN.
   4. Tap Forgot UPI PIN.
   5. Enter the last 6 digits of your debit card number.
   6. Enter the expiry date of your debit card.
   7. Tap Next.
   8. Follow the on-screen instructions.
7. Check if you reached your bank's maximum transaction limit for the day and other bank-related issues.

   Contact your bank to confirm there are no issues with your bank account.

   To get the contact details of your bank, go to digisaathi.info. You can also contact DigiSaathi through their helpline numbers: 14431 or 1-800-891-3333.

8. If you send money by scanning a QR code, make sure your device’s camera is functional and you do not send more than ₹2000.

   Tip: As per NPCI guidelines, you can’t send more than ₹2,000 INR through the “Scan QR” page.
9. If you send money directly to a bank account, check if you’ve entered the right details for the receiver’s bank account number and IFSC code.

If you’re still unable to send money after you check the steps listed above:

• You can make payments with another bank account.
• Reach out to your bank for the next steps. To get the contact details of your bank, go to digisaathi.info. You can also contact DigiSaathi through their helpline numbers: 14431 or 1800-891-3333.

Unable to receive money

1. Check if you have a valid bank account on Google Pay.
   • If you don’t have a valid bank account on Google Pay, link an account to send or receive money.
2. Make sure your Google Pay app is updated.
   • To check for any pending app updates:
     1. On your mobile device, open the Google Play app .
     2. Check for updates to the Google Pay app.
     3. Tap Update.
   • If your Google Pay app is updated, follow the next step.
3. Check if there’s any issue with your bank’s servers.
   • To confirm there are no issues with your bank account, contact your bank.

Turn on smart routing through social sharing

What is social sharing

Transactions might take longer or fail because of issues with UPI payment servers. During a payment, if the receiver’s UPI ID is unavailable, you'll be notified to invite them to set up an extra UPI ID.

This invite is sent as a link on social platforms like WhatsApp. Once your receiver sets up an additional UPI ID, you're notified to attempt the payment again.

Invite a recipient to set up an extra UPI ID

If your recipient is having issues receiving money because their UPI ID is unavailable, you can send them a message to set up an extra UPI ID.

1. On your screen, select Message.
2. Select the social sharing platform that you choose to send a message.
3. A link is sent to your recipient.

Tip: Once your receiver sets up an additional UPI ID, you're notified to try the payment again.

If you receive an invite to set up an additional UPI ID

If someone tries to give you money and receives a notification that your UPI ID is unavailable, you may receive a message to create another one. To set up an additional UPI ID:

1. Tap the link provided in the message.
2. Follow the on-screen instructions to set up an additional UPI ID.