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Am I covered?

UPI, payment apps and wallets: your rights and how to complain

Plain-language help for ordinary people. General information, not legal advice. Helplines, portals and screen names were checked against official Government and regulator pages on 1 November 2026. Portals change: if a screen looks different, follow the words on the screen and the official guide linked in each step.

What data they hold

  • Your mobile number, linked bank accounts and UPI IDs.
  • Every payment you made or received, with the other side's details.
  • Device and location details for fraud checks.
  • KYC for wallets.

Your rights under current law

  • RBI's failed transaction rules: if your account is debited but the receiver is not credited in a UPI transfer, it must be reversed by T+1 day, or Rs 100 per day is payable. For payments to merchants, T+5 days.
  • Wallets and prepaid instrument issuers are covered by the RBI Integrated Ombudsman Scheme, 2026.
  • NPCI stopped person to person UPI collect requests from 1 October 2025. A stranger's request to collect money from you is a warning sign.

Your DPDP rights once in force

Sections 11 to 14 of the DPDP Act (your rights) and the duties of companies in sections 4 to 10 start on 13 May 2027 (G.S.R. 843(E)). Until then, use the sector rules on this page. After that date you can use both.

Payment apps will be Data Fiduciaries. From 13 May 2027 you can ask what they hold and who they shared it with.

  • Access: a summary of your data and who it was shared with (section 11).
  • Correction, completion, updating and erasure (section 12).
  • Grievance redressal by the company, before going to the Board (section 13).
  • Nominate someone to act after your death or incapacity (section 14).
  • Withdraw consent, as easily as you gave it (section 6(4)).

Common problems

  • Money debited, but the payment failed.
  • Paying a fraudster after scanning a QR code to 'receive' money.
  • A request to approve a payment you did not start.
  • Money sent to the wrong UPI ID.

Evidence to keep

  • Screenshot of the transaction with the UTR or transaction ID.
  • Bank SMS for the debit.
  • The UPI ID or number of the other person.
  • Chats with the other person.
  • The app's complaint or ticket number.

See the full evidence checklist.

How to approach, step by step

Go in this order. Start with the company. Move to the next step only when the time limit has passed or the reply is not good enough. If money was lost or you were threatened, go to 1930 or the police first.

Report money lost to fraud: call 1930

1930 is the national cyber crime helpline run with the Ministry of Home Affairs. It links your report to banks and wallets so they can try to stop the money. Call as fast as you can. The sooner the report reaches the bank, the better the chance.

Keep this ready before you start:

  • Your mobile number.
  • Name of the bank, wallet or app the money left from.
  • Account number, wallet ID or UPI ID that was debited.
  • Transaction ID or 12 digit UTR number for each payment.
  • Date and amount of each payment.
  • Card number, if a debit or credit card was used.
  • Screenshots of the payment and of the chat or SMS.
  1. Dial 1930 from any phone.
  2. Tell them you want to report a financial cyber fraud.
  3. Give each transaction one by one: bank, transaction ID or UTR, date and amount.
  4. Write down the acknowledgement number they give you. It also comes by SMS.
  5. Save that SMS. Take a screenshot of it.
  6. Now file the full complaint on cybercrime.gov.in (steps below). The official cybercrime.gov.in instructions ask you to complete it within 24 hours of the call.
  7. Call your bank's official customer care number too, and ask them to block the card, UPI or account. Use the number on your card or passbook.

Checked on 1 November 2026 against: I4C (Ministry of Home Affairs): National Cybercrime Reporting Portal and 1930, National Cyber Crime Reporting Portal: FAQ.

Complain to the bank first, then the RBI Ombudsman

From 1 July 2026 the Reserve Bank Integrated Ombudsman Scheme, 2026 applies. It is free. It covers banks, many NBFCs, non bank wallets and prepaid cards, and credit information companies. You must complain to the bank or company first.

Keep this ready before you start:

  • Your name, mobile number, email and full postal address.
  • Name of the bank or company, and the branch if relevant.
  • The complaint number and date of your complaint to the bank, and a copy of it.
  • Account, card, loan or transaction details.
  • Transaction date and reference number.
  • The bank's reply, if any.
  • A short account of what happened, your loss, and what you want (refund, correction, compensation).
  • Supporting documents.
  1. Complain to the bank in writing. Use its official app, website complaint form, email, or a letter at the branch.
  2. Get a complaint number or written acknowledgement. Save it with the date.
  3. Wait 30 days (or longer if RBI, NPCI or card network rules give a longer time for your type of issue).
  4. If there is no reply in that time, or you are not happy with the reply, you can go to the RBI Ombudsman.
  5. Do it within 90 days from the end of that waiting time, or from the bank's last reply, whichever is later. Under the 2021 scheme this was one year; under the 2026 scheme it is 90 days.
  6. Open cms.rbi.org.in. The portal shows a security check first.
  7. Choose to file a new complaint. Fill the details asked: your details, the bank, your earlier complaint number, the transaction and what you want. We have not described each screen because we could not open the portal to check it; follow the labels shown.
  8. Upload your complaint to the bank, the bank's reply and your evidence.
  9. Submit. Write down the complaint number shown. Save it with your mobile number. You need both to track.
  10. To track or withdraw, go to the Track a complaint tab on cms.rbi.org.in.
  11. Other ways to file: email to [email protected], or post a signed complaint form to Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh 160017.
  12. For help, call the RBI Contact Centre on 14448. The voice menu works 24x7. Staff answer 8 AM to 10 PM, Monday to Saturday, in English, Hindi and ten regional languages. You cannot file a complaint by phone.
  13. If the Ombudsman passes an Award in your favour, send the bank a letter accepting it within 30 days. The bank must then comply.
  14. If you disagree with an Award, you can appeal to the Appellate Authority within 30 days of receiving it.

Checked on 1 November 2026 against: RBI: Reserve Bank Integrated Ombudsman Scheme, 2026 (FAQs), RBI: text of the Integrated Ombudsman Scheme, 2026, RBI Complaint Management System (CMS).

File a complaint on cybercrime.gov.in

The National Cyber Crime Reporting Portal takes complaints about online fraud, hacking, fake profiles, harassment and more. Your complaint goes to the police of your State or Union Territory. The screen names below come from the portal's FAQ and the Ministry of Home Affairs citizen manual. The portal can change. If a screen looks different, follow the words on the screen.

Keep this ready before you start:

  • Date and time of the incident.
  • Incident details in your own words. The portal checklist asks for at least 200 characters and no special characters such as # $ @ ^ * ` ~ | !
  • A photo or scan of a national ID (Voter ID, Driving Licence, Passport, PAN or Aadhaar) in .jpg, .jpeg or .png, not more than 5 MB.
  • For money fraud: bank or wallet name, 12 digit transaction ID or UTR, date and amount.
  • Evidence files such as screenshots, not more than 10 MB each.
  • If known: the other person's mobile number, email, bank account, website link or social media handle.
  1. Open cybercrime.gov.in in a browser.
  2. Click File a complaint.
  3. Read the message. Tick I Accept.
  4. Click Report Other Cyber Crime. (For sexual content involving women or children, use the women and child section instead.)
  5. Type your name in User Name. Type your mobile number.
  6. Click Get OTP. Type the OTP you receive. It is valid for 30 minutes.
  7. Fill the security answer. Click Submit.
  8. In Incident details, choose the Category of complaint. For money loss choose Online Financial Fraud. For fake profiles or harassment choose Online and Social Media Related Crime.
  9. Choose the Sub-Category that fits best.
  10. Enter the approximate date and time. If you are late, fill Reason for delay in reporting.
  11. Choose Where did the incident occur? (for example a phone call, SMS, WhatsApp, a website or an app).
  12. Upload your evidence files.
  13. Write what happened in the details box. Say who contacted you, from which number, what they said, what you shared or paid, and when.
  14. Click Save and Next.
  15. Add suspect details if you have them: name, mobile number, bank account, UPI ID or website. Click Save & Next.
  16. Fill your own details and address. Choose your State, District and Police Station.
  17. Upload your ID proof. Click Save & Preview.
  18. Check everything. Tick I Agree. Click Confirm & Submit.
  19. Write down the Complaint ID shown on screen. You also get it by SMS and email. It is a complaint number, not an FIR number.
  20. Click Download PDF and save the file in a safe folder.
  21. To check progress later, log in the same way and click Check Status.
  22. If you get no action, or are not happy with what the police did, contact the cyber crime grievance officer of your State or Union Territory listed on the portal. You can also visit your local police station with the PDF and ask for an FIR.

Checked on 1 November 2026 against: National Cyber Crime Reporting Portal: FAQ, National Cyber Crime Reporting Portal: checklist before filing, I4C (Ministry of Home Affairs): National Cybercrime Reporting Portal and 1930.

Ready-to-use complaint

Copy, fill the brackets, and send it through the company's official channel. Keep a copy.

In the app's help section, or to the bank:
Subject: UPI transaction [UTR] on [date]: [failed and not reversed / fraud]

Rs [amount] was debited on [date] for UPI reference [UTR]. [The receiver was not credited and it has not been reversed / I was tricked into this payment and reported it to 1930, acknowledgement [number]]. Please reverse it as per RBI's turn around time rules, or tell me the status in writing.

[Name], [mobile], [date]

Time limits

  • Failed UPI transfer: reversal by T+1 day; merchant payment: T+5 days; Rs 100 per day after that.
  • Fraud: call 1930 at once.
  • RBI Ombudsman: 30 days after complaining to the bank or app, then within 90 days.

If this happened to you

Official sources

On this page
  1. What they hold
  2. Current rights
  3. DPDP rights
  4. Common problems
  5. Evidence
  6. Step by step
  7. Template
  8. Time limits
  9. Scenarios
  10. Sources