Troubleshooting

Fixes for the problems merchants run into most often. If your problem is not here, check Needs review for the payment, or FAQ for a quick answer.

The PAID stamp never came

Check, in this order: that your Gmail pill still says "Gmail alerts: Connected" and not "Gmail trouble"; that the payment came from a sender you have approved; that the alert reached your connected Gmail, or an address you added under Settings, UPI accounts, "Extra alert emails" (an address you only pull mail into with Gmail's "Check mail from other accounts" does not count; use Gmail's own forwarding instead); that the customer paid the exact amount shown, including the paise; and that the link had not already expired. If none of that explains it, check Payments for a reason line on the alert itself.

Gmail trouble

The top bar shows Fix Gmail, and the account's own pill on Settings, UPI accounts shows "Gmail trouble", when a scan fails. Use Test connection there first. If it still fails, create a new App Password in your Google account and connect with that one, and make sure 2-Step Verification is still turned on for that Google account (an App Password only works while it is on).

"Gmail login failed. Your App Password changed or IMAP is off in Gmail."

This means Google rejected the 16-letter App Password you entered or re-entered. Re-copy it carefully from your Google account (spaces do not matter, but every letter does), or generate a new one and try again.

"This Gmail is already linked to another UPINOW account."

Each Gmail mailbox can only feed one UPINOW business. Connect a different Gmail address, or first disconnect this one from the other UPINOW account.

I can't create links

If a plan limit card appears instead of the form, you have reached this month's collection limit: upgrade to create new links. If you see a message that you have not added a UPI ID yet, add one in Settings, UPI accounts first.

All payment slots are busy

This means many open links already share that exact amount. Wait a few minutes for some of them to expire, then try again.

The pay page keeps checking after expiry

After a link expires, the pay page keeps checking for a few more minutes in case the payment is already on its way: "Already paid? We are checking for a few more minutes. The PAID stamp will land right here." If it does not turn to PAID within about 10 minutes, check Payments for what happened to the alert.

A customer paid twice

The second payment shows up in Payments as needs review, since the order was already closed by the first one. Refund the extra payment from your own banking app; UPINOW cannot do that for you.

My second account's payments are not confirming

Each UPI account only confirms payments from its own connected Gmail. Check, on that account's own page under Settings, UPI accounts: that its Gmail pill says connected, not "Gmail trouble"; that the sender is one you have approved for that account; and that the bank sends alerts for that account's UPI ID to that account's own Gmail, not to another account's inbox. An alert that lands in the wrong account's Gmail cannot pay an order on this one.

A payment shows as a duplicate

Payments shows a reason of duplicate when another alert with the same UTR already confirmed an order for your business, on any of your UPI accounts. This is expected the second time your bank sends the same alert, or when one mailbox also receives a copy of an alert whose payment was already confirmed elsewhere for you. It never means the payment itself happened twice.

I did not get the usage or billing email

Check the Usage alerts and Plan reminders switches on Settings, Notifications. Both go only to the account owner's email address.

I deleted my account by mistake

Sign in again within 7 days of deleting it and you will see a page offering to restore it, with a "Restore my account" button. After 7 days the account and its data are deleted for good, except invoices.