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  1. Online store builder
  2. Troubleshooting
  3. Plan payments

Plan payment problems

Payment unsuccessful, money taken but no store, charged twice, setup failed after payment — what each means and what to do.

Updated 2 min read Markdown

These are problems paying for your plan (new store, renewal, upgrade). For problems with your customers' payments, see Payment gateway errors.

"Payment unsuccessful — Payment was not completed."#

PhonePe did not confirm the payment: it failed, you cancelled it, or the bank has not confirmed it yet.

  • No money left your account — try again from Back to plans, perhaps with another method (UPI instead of card, or the other way round).
  • Money did leave your account — do not pay again straight away. Bank confirmations can arrive late; when they do, the store is created or renewed automatically. Check your dashboard after 15–30 minutes.

"Your payment could not be completed. No charge was made."#

The checkout was closed before a payment started. Try again.

"Unable to initiate payment."#

The checkout could not be opened. Wait a minute and try again. If it keeps happening, contact us.

"Could not verify the payment. Please contact support."#

We could not reach PhonePe to check the result. Contact support with the time of payment and your UPI or card reference.

"Payment succeeded but store setup failed. Our team has been notified."#

Your payment is recorded, and our team has been alerted. Contact support with the date and amount; we will finish creating your store.

"Unknown payment reference."#

The payment page was reached from an old or edited link. Go to your dashboard and start again.

UPI or card problems#

  • UPI request didn't arrive — check the UPI ID; open your UPI app and look under pending requests; or scan the QR code instead.
  • Card declined — your bank may block online or international transactions, or the card limit is reached. Try another card, UPI or net banking.
  • OTP not received — wait a minute and ask for a new one; check your phone has signal.

Charged twice#

Contact support with both payment references (beginning SUB). The duplicate is refunded in full.

The checkout timed out#

The PhonePe checkout is valid for 15 minutes. Start again from your dashboard — an expired checkout charges nothing.

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