UPI error ZR: Invalid OTP
Raised by: Bank / PSP. Source: NPCI, UPI Error and Response Codes v2.9.
What it means
The one-time password (OTP) entered was wrong, expired or didn't match what the bank sent. It comes up in steps that use an OTP, such as setting or resetting a UPI PIN with your debit card or Aadhaar.
No. The step failed before any payment was made.
Business: the systems worked and declined the payment.
What you should do
Request a fresh OTP and enter it carefully before it expires. Make sure the SMS is coming to the mobile number registered with your bank. If OTPs don't arrive, check your network and that the number is linked to the account.
If you run a payments business
Show an OTP-specific message and let the user request a new OTP, with a short cooldown. Don't treat ZR as a payment failure in your reports.
Related codes
If it still isn't sorted
- Raise a complaint inside your UPI app. Every UPI app has a help or dispute option on the transaction, and it goes into NPCI's online dispute system. Keep the UPI transaction ID or RRN handy.
- If the app doesn't resolve it, contact your bank's grievance desk with the same reference.
- If your bank hasn't replied within 30 days, or you're not happy with the reply, complain to the RBI Ombudsman at cms.rbi.org.in. It's free.
Technical or business decline?
NPCI splits declines into two kinds. A technical decline means a system didn't respond or failed: a bank offline, a timeout, a switch error. A business decline means the systems worked and said no, for a reason about the account or the payment: wrong PIN, not enough money, a limit, a risk check. Retrying helps with some technical declines and almost never with business ones.