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Payment Failures

Guide to understanding and resolving payment issues.

Payment Failed - What To Do​

Immediate Steps​

  1. Don't retry immediately - Wait 5 minutes
  2. Check your bank account - See if amount was debited
  3. Check booking status - Payment might have succeeded
  4. Note the error message - Helps in troubleshooting

Money Debited But Payment Shows Failed​

This is usually temporary. Here's what happens:

You pay → Bank debits → Network issue → Our system doesn't confirm
         ↓
    Auto-refund in 5-7 days if not settled

What to do:

  1. Wait 30 minutes and check booking status
  2. If still showing unpaid, contact support
  3. Keep transaction SMS/email as proof
  4. Refund auto-processes if payment truly failed
info

Do NOT pay again without confirming the first payment status. This prevents double payments.

Common Error Messages​

"Payment Declined by Bank"​

Causes:

  • Insufficient balance
  • Daily/monthly limit exceeded
  • Card expired or blocked
  • International transactions disabled

Solutions:

  1. Check account balance
  2. Try a different card/account
  3. Contact bank if card is active but declining
  4. Enable domestic online transactions

"Transaction Timeout"​

Causes:

  • Slow internet connection
  • Bank server issues
  • Session expired during payment

Solutions:

  1. Wait and retry (don't refresh during payment)
  2. Use stable WiFi or mobile data
  3. Close other browser tabs
  4. Try during non-peak hours (avoid 9-10 AM, 6-8 PM)

"3D Secure Authentication Failed"​

Causes:

  • Wrong OTP entered
  • OTP expired
  • Bank app not updated
  • Multiple OTP requests

Solutions:

  1. Request fresh OTP and enter carefully
  2. Don't request multiple OTPs simultaneously
  3. Update your banking app
  4. Enable SMS for bank notifications

"Payment Not Authorized"​

Causes:

  • Bank declined for security reasons
  • Suspicious activity flagged
  • Transaction limit exceeded

Solutions:

  1. Call your bank to authorize the merchant
  2. Try a different card/bank
  3. Check your card's online limit settings

"UPI Transaction Failed"​

Causes:

  • Wrong UPI PIN
  • App not linked to bank
  • Bank server down
  • Exceeded UPI limit

Solutions:

  1. Verify UPI PIN is correct
  2. Check if UPI app is linked to active bank
  3. Try different UPI app (GPay, PhonePe, etc.)
  4. Check UPI limit (₹1 lakh/day for most)

Preventing Payment Failures​

Before Making Payment​

  • Ensure sufficient balance + buffer
  • Check card is enabled for online transactions
  • Use stable internet (WiFi preferred)
  • Have bank registered mobile nearby for OTP
  • Close unnecessary browser tabs

During Payment​

  • Don't press back button
  • Don't refresh the page
  • Wait for OTP (up to 2 minutes)
  • Enter OTP carefully
  • Don't close browser until confirmation

Net Banking Tips​

  1. Keep bank login credentials ready
  2. Don't let session timeout during payment
  3. Complete payment within 10 minutes
  4. Use bank's official app if OTP delayed

Double Payment Made?​

If you accidentally paid twice:

  1. Don't worry - Only one payment will be processed for the booking
  2. Document both transactions - Screenshot/save SMS
  3. Contact support immediately with:
    • Both transaction IDs
    • Booking reference number
    • Amount paid twice
  4. Refund timeline: 7-10 business days for duplicate payment

Refund Status​

Check Refund Status​

  1. Go to Dashboard → Payments
  2. Look for transactions marked "Refund Initiated"
  3. Check refund status and expected date

Refund Timelines​

Payment MethodRefund Time
UPI2-4 business days
Debit Card5-7 business days
Credit Card7-10 business days
Net Banking5-7 business days

Refund Not Received?​

If refund is delayed beyond expected time:

  1. Check if refund shows "Completed" in dashboard
  2. Verify bank account details
  3. Contact support with:
    • Original transaction ID
    • Refund reference number
    • Bank statement showing no credit

Contact Support​

For unresolved payment issues:

Email: support@orangenest.in

Include:

  • Transaction ID/Reference number
  • Date and time of payment
  • Amount attempted
  • Payment method used
  • Error message received
  • Screenshots if possible
Quick Tip

Always wait 5-10 minutes before retrying a failed payment. Many "failed" payments actually succeed after a delay.