Errors and Troubleshooting
Diagnose and fix common Payment Links problems — links not opening, payments not reflecting, notifications not delivered, and API errors.
Something not right after creating a payment link? Go through the most common issues such as links not opening, payments not reflecting in your Dashboard, notifications not delivered, and errors in bulk uploads and ways to resolve them.
Payment LinksHave not created a payment link yet? → Create a Payment Link
Why Is My Customer's Link Not Opening?
Check the Link Status First
Open the Payment Links Dashboard and find the link. Check the Status column:
| Status | What it Means | What to Do |
|---|---|---|
| Active | Link should work | Check for device or browser issues. |
| Expired | Link has expired | Duplicate the link with a new expiry date |
| Deactivated | Manually disabled | Reactivate the link if you still need to collect payments |
| Paid | Max transactions reached or the customer has paid the full amount. | Create a new link if you want to collect additional payments |
If status is Active but the link still doesn't open:
- Ask the customer to try open in a different browser or clear their cache.
- Check if the link URL was truncated when shared (common over SMS). You can copy the full URL from the Dashboard and resend it.
- Confirm the link was not shared as a screenshot instead of the actual URL.
Why Is not the Payment Showing in My Dashboard?
Payment Not Reflecting After Customer Paid
Follow these troubleshooting steps:
- Wait for 5–10 minutes: Dashboard updates are near-real-time but occasionally delayed.
- Check in the Transactions (not Payment Links) tab: The transaction may appear there before the link status updates.
- Search for the transaction using the amount or date.
If the transaction appears in Transactions but the link status is not updated:
The payment is received. The link will update within 30 minutes. Contact PayU support with the transaction ID if it persists beyond an hour.
If the transaction does not appear anywhere:
The payment may have failed on the customer's bank side even if their account was debited. Banks sometimes auto-reverse such debits within 5–7 business days. Ask the customer to check their bank statement. If the debit was not reversed, raise a dispute with PayU support and provide the customer's bank reference number.
WebhooksIf you have configured webhooks, a missing webhook event is a reliable sign the payment did not complete on PayU's side.
Why Did not My Customer Receive the SMS or Email?
Notification Not Delivered
Check these:
-
Confirm the customer's phone or email was entered correctly. To verify, open the link Details view in the Dashboard and check the details under the Customer Details section.
You Can: Refer to the Edit Payment Link Details for steps to edit information if they are incorrect.
-
Confirm the Send via SMS or Send Email toggles were turned on at the time of the link creation. Notifications fire once, at creation — they cannot be re-triggered for an existing link.
You can: Share or resend the link to the customer.
-
Ask the customer to:
- Check their spam or junk folder (for email).
- Check if DND (Do Not Disturb) is active on their number. DND blocks all promotional messages from all senders.
Why Did My Customer's Payment Fail at Checkout?
Payment Failed on the Checkout Page
Ask the customer: what payment method did they try, and what error message did they see?
| Customer Error | Likely Cause | Recommended Fix |
|---|---|---|
Transaction declined by bank | Bank or card issuer declined | Try a different card, or contact their bank |
Invalid OTP or OTP expired | OTP entry timeout or typo | Try again with the correct OTP within the time limit |
Payment method not available | Method not enabled on your account | Contact PayU support or your KAM to enable the payment method |
Amount exceeds limit | Card or UPI daily limit reached | Try a different payment method or contact their bank |
| Page stuck / loading | Poor network on customer's side | Try on a stable connection, different browser, or different device |
If payment methods are missing from the checkout page: Contact PayU support. Certain methods require activation at the merchant account level.
How Do I Fix a Link with Wrong Details?
Wrong amount, description, or customer
You cannot edit the payment link configuration after creation.
What Next: You should duplicate the existing payment link by correcting the details and send the new link to the customer. Also, we recommend you to deactivate the link with incorrect details if not in use.
Why Did My Bulk Upload Fail?
CSV Upload Errors
Check the upload result:
- Go to the Bulk Uploads tab in the Payment Links Dashboard.
- Find your upload and review the error rows. You might find one these common errors.
| Error | Cause | Recommended Fix |
|---|---|---|
Duplicate invoice number | A link with that invoice number already exists | Use a unique invoice number per row, or leave blank to auto-generate |
Missing mandatory field | subAmount or description is empty | Fill in all required columns |
Invalid date format | expiryDate not in YYYY-MM-DD HH:MM:SS format | Fix the date format |
Amount must be greater than 0 | Zero or negative subAmount | Enter a positive amount |
Still Stuck?
Contact PayU support with these details:
- Payment Link URL or invoice number
- Transaction ID (if the customer attempted a payment)
- Date and time of the issue
- Screenshot of any error message
Contact PayU Support via the Dashboard Help section, or email [email protected].
Updated 12 days ago
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