Payment reference number: enter the UTR, not the app Transaction ID

Which number we need

When you pay us by UPI, two different reference numbers are created for that one payment.

1. The Transaction ID made by your payment app. It usually has letters in it. It means something only inside that app.
2. The UTR (Unique Transaction Reference). This is a 12-digit number, all digits, created by the banking system. Every bank and every app sees the same UTR for the same payment.

We need the UTR. It is the number your bank sends us along with the money, so it is the only one that lets us find your payment.

On the Billing tab you enter:

• the amount you paid, and
• the last 4 digits of the 12-digit UTR, in the Ref. No. box.

Where to find the UTR in your payment app

Every app uses its own label for the same 12-digit number. Use this list to find it.

• PhonePe. Go to History, tap the payment, and look for the 12-digit number labelled UTR. Ignore the Transaction ID, which starts with the letter T.
• Google Pay. Go to Transaction history, tap the payment, and look for the 12-digit UPI transaction ID. Ignore the Google transaction ID, which usually starts with CIC and has letters in it.
• Paytm. Go to Balance & History, tap the payment, and look for the 12-digit UPI Ref No. Ignore the Paytm Txn ID or Order ID.
• Amazon Pay. Go to Transactions, tap the payment, and look for the 12-digit Bank Reference ID or UPI Ref No. Ignore the Amazon Transaction ID.
• CRED. Open the payment details and look for the 12-digit Bank Ref No. Ignore the CRED Txn ID.
• BHIM. It normally shows only one number, the 12-digit UPI Ref No or Transaction ID. That number is the UTR, so you can use it directly.
• Any other app. Open the payment details and look for a number that is exactly 12 digits with no letters. It is usually labelled UTR, UPI Ref No or Bank Ref No.

Simple rule: if the number has letters in it, it is not the UTR. If it is 12 digits, it is.

The box says “Reference number must be 4 characters”

This is not an error with your payment. The Ref. No. box is meant to hold only the last 4 digits of your reference number, so it does not accept the full 12 digits.

If your UTR is 123456789012, enter 9012.

Paying by net banking, IMPS or NEFT

The same box is used. Your bank gives every transfer a reference number, which may be longer than 12 digits and may contain letters.

Enter the last 4 characters of that bank reference number. You will find it in your bank statement, in your net banking transaction history, or in the SMS your bank sent you.

Easiest way: check your bank’s SMS

When the money left your account, your bank sent you an SMS. That SMS contains the same 12-digit reference number.

This is often the quickest place to find it, because you do not have to look for the right label inside the app.

What happens if I entered the wrong number

If you entered your app’s Transaction ID instead of the UTR, we cannot match your request to the money that reached our bank, so it will not be approved automatically. It then waits for our team to check it by hand.

Please do not add a second payment request for the same payment. Instead, send us the correct 12-digit UTR using the options on our contact page, and mention the amount and the date you paid.

Related reading

• Pricing and how recharge works
• The Account (Billing) screen