Payment Issues
Troubleshooting guide for payment and billing problems.
Payment Failures
Transaction Declined
| Issue | Solution |
|---|---|
| Card declined | Contact your bank or try a different payment method |
| Insufficient funds | Ensure sufficient balance in your account/wallet |
| UPI failure | Try again or use a different UPI ID |
| Razorpay error | Wait a few minutes and retry |
⚠️ Razorpay Timeout Handling
Razorpay payment gateway timeouts are the most common payment issue. Here is what happens and what you should do:
Scenario 1: Amount debited but not reflected in Voxvaani
- Wait 5-15 minutes. Razorpay processes payments asynchronously and there may be a delay in confirmation.
- Check transactions for a “Pending” transaction. If present, it will auto-resolve to “Completed” or “Failed” within 30 minutes.
- If after 30 minutes the amount is still not credited: Note the Razorpay transaction ID (starts with
pay_), take a screenshot of the bank debit, and contact support.
Scenario 2: Payment page stuck on “Processing”
- Do NOT refresh or close the page during processing.
- Wait up to 2 minutes for the Razorpay gateway to complete.
- If still stuck: Open a new tab and check transactions to see if the payment registered. If not, the payment likely failed and no amount was debited. Retry.
Scenario 3: Payment failed but gateway showed “Success”
- Check your bank statement to confirm if the amount was actually debited.
- If not debited: Retry the payment.
- If debited: Contact support with the Razorpay transaction ID and bank statement screenshot.
Razorpay automatically reverses failed transactions within 5-7 business days. If your amount was debited but the transaction failed, it will be refunded automatically.
Payment Not Reflecting
| Issue | Solution |
|---|---|
| Payment pending | Wait 5-10 minutes for confirmation |
| Transaction failed but amount deducted | Contact support with transaction ID |
| Razorpay gateway timeout | Check transactions for status updates |
UPI-Specific Issues
UPI payments can fail for reasons specific to the UPI infrastructure:
| Issue | Solution |
|---|---|
| UPI app not opening | Copy the UPI ID and pay manually through your UPI app |
| UPI PIN not accepted | Verify you entered the correct UPI PIN (not your phone PIN) |
| Transaction pending in UPI app | Wait — UPI transactions typically confirm within 30 seconds. If stuck for 2+ minutes, the bank may have rejected it. |
| ”UPI daily limit exceeded” | Most UPI apps have a INR 1,00,000 daily limit. Try a lower amount or use a different payment method. |
| Specific bank UPI down | Try a different UPI ID from another bank or use card/netbanking |
International Payment Issues
If you are making payments from outside India:
- Razorpay primarily supports Indian payment methods (Indian cards, UPI, netbanking)
- International credit/debit cards may be accepted but are subject to additional verification (3D Secure, OTP)
- Your bank may flag international transactions — inform your bank before attempting payment
- Currency conversion fees may apply; the amount debited may differ slightly from the displayed INR amount
- Contact your administrator if international payment methods are not supported for your instance
Balance Issues
Purchased Resources Not Showing
- Refresh the wallet page — dashboard cache may delay display by up to 60 seconds
- Check transactions for confirmation — if the transaction shows “Completed”, the resources have been credited
- Wait up to 5 minutes for the system to sync — rare delays can occur during high server load
- If confirmed “Completed” but resources still missing after 15 minutes, contact support
Incorrect Balance
- Verify usage against transaction history — filter by “Usage” type transactions
- Check if resources were deducted for active campaigns running in the background
- Review team member activity — other users on your account may have consumed resources
- Contact support if discrepancy persists after reconciling all transactions
Auto-Debit Failure
If a scheduled plan renewal or auto-recharge fails:
- Check that your saved payment method is still valid (card not expired, UPI ID active)
- Ensure sufficient funds are available in your bank account
- Manual renewal: Navigate to Plans or Wallet and manually trigger the payment
- After a failed auto-debit, the system typically retries once within 24 hours. If both attempts fail, you must pay manually.
- Set a calendar reminder 3 days before your billing date to verify payment method validity
Plan Issues
Cannot Change Plan
| Issue | Solution |
|---|---|
| Current plan not allowing downgrade | Check plan terms — downgrades take effect at next billing cycle start |
| Pending invoices | Clear outstanding payments first |
| Permission denied | Contact your administrator — plan changes may require admin role |
GST & Invoice Issues
Need GST Invoice
- GST invoices are typically generated automatically for plan purchases and pack purchases
- Check your email for the invoice; it is sent to your registered account email after successful payment
- If you need to update your GST number on invoices, update it in Settings before making purchases
- For past purchases without GST, contact support to request a revised invoice (subject to administrator policy)
- Download past invoices from the Transactions page
Invoice Details Incorrect
- Update your business details in Settings before the next billing cycle
- Past invoices cannot typically be modified — contact support for exceptions
- Ensure your GSTIN (GST Identification Number) is entered correctly — Voxvaani does not validate GSTIN format, so double-check before saving
Billing Support
For payment-related issues that cannot be resolved here:
- Contact Support with your transaction details
- Include the transaction ID (Razorpay ID starting with
pay_), amount, date, and payment method - Screenshots of any error messages are helpful
- For bank-related issues, include a screenshot or PDF of your bank statement showing the debit
- State clearly whether the amount was debited from your account and whether it is reflected in your Voxvaani balance
ℹ️
What to include in a billing support ticket for fastest resolution:
- Razorpay transaction ID (
pay_XXXXXXXXXXXX) - Date and time of attempted payment
- Payment method used (UPI, card, netbanking)
- Amount in INR
- Whether the amount was debited from your bank (yes/no)
- Whether the balance updated in Voxvaani (yes/no)
- Screenshot of the error message (if any)
- Screenshot of the bank debit (if applicable)